Small Business Administration Loan Operations Centers Customer Experience Online Survey

OMB Control Number: 3245-0398
Expiration Date: 1/31/2021

Operations Center Customer Satisfaction Survey
[Insert Center Name] Customer Satisfaction Survey

Thank you for participating in the [Insert Center Name] Customer Satisfaction Survey. Your
participation in this survey is voluntary but your feedback is important to us. SBA will use this
feedback to improve center operations and your customer experience. Responses are anonymous.
This survey is expected to take no more than 2 minutes to complete. You are not required to respond
to this survey unless it displays a currently valid OMB Control Number. You may send questions or
comments about this estimated time, or any other aspect of this survey to SBA/Director Records
Management Division, 409 Third Street, SW, Washington DC 20416 and/or SBA Desk Officer, Office of
Management and Budget New Executive Office Building, Rm. 10202, Washington, DC 20503.
Thank you!

2

OMB Control Number: 3245-0398
Expiration Date: 1/31/2021

Operations Center Customer Satisfaction Survey

1. Please rate your level of agreement with the following:
Strongly Disagree

Disagree

Neutral

I am satisfied with the
assistance I received
from the [Insert Center
Name].

This interaction
increased my
confidence in the
[Insert Center Name].

It was easy to get the
assistance I needed.
It took a reasonable
amount of time to get the
assistance I needed.
The [Insert Center
Name] employees I
interacted with were
knowledgeable and fully
addressed my question
or issue.

2. I am a(n)
SBA Employee
SBA Borrower
SBA 7(a) Lender or Certified Development Company (CDC)
Other (please specify)

Agree

Strongly Agree

OMB Control Number: 3245-0398
Expiration Date: 1/31/2021
3. Please share any other comments about your experience.