Small Business Administration Loan Operations Centers Customer Experience Online Survey

Request for Approval under the “Generic Clearance for the Collection of
Routine Customer Feedback” (OMB Control Number: 3245-0398)
TITLE OF INFORMATION COLLECTION: Small Business Administration – Loan
Operations Centers Customer Experience Online Survey
PURPOSE:
The U.S. Small Business Administration (SBA) guarantees small business loans and operates
nine processing centers to manage the origination, servicing, and liquidation of these loans.
These processing centers work primarily with private industry lenders and strive to provide a
quality customer experience to ensure SBA’s loan products are delivered efficiently and
effectively to small business owners. The purpose of this online customer experience survey is to
measure the current state of customer satisfaction, identify areas for improvement, and to track
changes over time.
DESCRIPTION OF RESPONDENTS:
Respondents will include small business lenders and small business loan applicants.
TYPE OF COLLECTION: (Check one)
[ ] Customer Comment Card/Complaint Form
[ ] Usability Testing (e.g., Website or Software)
[ ] Focus Group

[X] Customer Satisfaction Survey
[ ] Small Discussion Group
[ ] Other:

CERTIFICATION:
I certify the following to be true:
1. The collection is voluntary.
2. The collection is low-burden for respondents and low-cost for the Federal Government.
3. The collection is non-controversial and does not raise issues of concern to other federal
agencies.
4. The results are not intended to be disseminated to the public.
5. Information gathered will not be used for the purpose of substantially informing influential
policy decisions.
6. The collection is targeted to the solicitation of opinions from respondents who have
experience with the program or may have experience with the program in the future.
Name:_Jihoon Kim, Acting Director OFPO
To assist review, please provide answers to the following question:
Personally Identifiable Information:
1. Is personally identifiable information (PII) collected? [ ] Yes [X] No
2. If Yes, will any information that is collected be included in records that are subject to the
Privacy Act of 1974? [ ] Yes [ ] No
3. If Yes, has an up-to-date System of Records Notice (SORN) been published? [ ] Yes [ ] No
Gifts or Payments:

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Is an incentive (e.g., money or reimbursement of expenses, token of appreciation) provided to
participants? [ ] Yes [X] No
BURDEN HOURS
Category of Respondent

No. of
Respondents
3,000
500

Small Business Lenders
Small Business Owner Loan Applicants
Totals

Participation
Time
2 minutes each
2 minutes each

Burden
100 hours
16.7 hours

FEDERAL COST: The estimated annual cost to the Federal government is $2,365, which
includes the subscription to the online survey tool ($500/year) and 40 hours of a GS-13 analyst in
Washington, DC ($1,865 at $46.62/hour).
If you are conducting a focus group, survey, or plan to employ statistical methods, please
provide answers to the following questions:
The selection of your targeted respondents
1. Do you have a customer list or something similar that defines the universe of potential
respondents and do you have a sampling plan for selecting from this universe?
[X] Yes
[] No
If the answer is yes, please provide a description of both below (or attach the sampling plan)? If
the answer is no, please provide a description of how you plan to identify your potential group of
respondents and how you will select them?
Response:
The survey will be provided as an anonymous link in the body of work-related email
communications with customers who seek assistance from an SBA loan processing center. All
SBA-guaranteed lenders and small business borrower customers who seek assistance from these
centers will be given the opportunity to respond to the survey. Responses to the survey will be
anonymous. The SBA plans to use descriptive statistics to analyze the data.
Administration of the Instrument
1. How will you collect the information? (Check all that apply)
[X] Web-based or other forms of Social Media
[ ] Telephone
[ ] In-person
[ ] Mail
[ ] Other, Explain
2. Will interviewers or facilitators be used? [ ] Yes [X] No
Please make sure that all instruments, instructions, and scripts are submitted with the
request.
Attachments:
• Customer Satisfaction Survey

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