Form FR 1379b FR 1379b Federal Reserve Consumer Help - Consumer Survey

FR 1379a
OMB Number 7100–0135
Expires August 31, 2016

Board of Governors of the Federal Reserve System

Consumer Satisfaction Questionnaire
Recently, the Federal Reserve System assisted you with your complaint about a bank or financial institution. As part of our continuing
effort to evaluate our program, please complete the questionnaire below and mail it back to us.
How satisfied are you with the following aspects of the Federal Reserve’s handling of your complaint? Please circle the response that
most closely describes your level of satisfaction.

1. The amount of time it took to investigate your complaint
2. The courtesy of Federal Reserve staff in their letters
or over the phone
3. The Federal Reserve’s response addressed all of the
concerns raised in your complaint
4. The clarity of the Federal Reserve’s written response
explaining the outcome of their investigation

Dissatisfied

Neither
satisfied nor
dissatisfied

Satisfied

Very
satisfied

1

2

3

4

5

1

2

3

4

5

1

2

3

4

5

1

2

3

4

5

Very
dissatisfied

5. How did you learn about the Federal Reserve’s consumer complaint program? Check all that apply.
Federal Reserve website
Other website or search engine
Bank or financial services company
Referral from federal or state agency
Other (specify:

Newspaper or magazine article
Consumer brochure
Friend or relative
)

6. If you have a consumer complaint about a bank or financial institution in the future, would you contact the Federal Reserve again for
assistance?
Yes, definitely

Maybe

No, definitely not

Thank you for assisting us in our evaluation!

PAPERWORK REDUCTION ACT NOTICE
This questionnaire is authorized by law (15 U.S.C. §57(a)(f)(1)) and is voluntary.
Public reporting burden for this questionnaire is estimated to average five minutes
per response. Send comments regarding this burden estimate or any other aspect of

this information collection, including suggestions for reducing this burden, to Secretary, Board of Governors of the Federal Reserve System, 20th and C Streets, N.W.,
Washington, DC 20551; and to the Office of Management and Budget, Paperwork
Reduction Project (7100-0181), Washington, DC 20503.
03/2016

FR 1379b
OMB No. 7100-0135
Expires August 31, 2016

Federal Reserve Consumer Help – Consumer Survey
As a caller into our Federal Reserve Consumer Help Center within the past week, you were randomly selected to provide your opinion on the quality of service
provided to you by our representative(s). Your input will help us assess our quality. Please take a moment to complete this survey.
Name (optional)

1. How did you learn about Federal Reserve Consumer Help? Check all that apply.
Federal Reserve website
Other website or search engine
Bank or financial services company
Referral from federal or state agency
Other (specify: ___________________________________)

Newspaper or magazine article
Consumer brochure
Friend or relative

2. Overall, how would you rate the quality of customer service provided by the Consumer Help Center?
Poor
1

Excellent
2

3

4

5

3. How would you rate the speed at which your telephone call was handled?
Poor
1

Excellent
2

3

4

5

4. Please rate these specific attributes related to the performance of the Consumer Help Center representative(s).
Poor
a. Knowledge of consumer information.
b. Ability to provide you clear information on your inquiry or
transfer you to the appropriate contact efficiently.
c.

Courtesy and professionalism displayed towards you.

Excellent

1

2

3

4

5

1

2

3

4

5

1

2

3

4

5

5. If appropriate, please use the area below to request follow-up action on a specific problem or concern with the service you received.

03/2016

FR 1379b
OMB No. 7100-0135
Expires August 31, 2016

PAPERWORK REDUCTION ACT NOTICE
This survey is authorized by law (15 U.S.C. §57(a)(f)(1)) and is voluntary.
Public reporting burden for this information collection is estimated to average ten minutes per response. Send comments regarding this burden estimate or any other aspect of this information collection,
including suggestions for reducing this burden, to Secretary, Board of Governors of the Federal Reserve System, 20th and C Streets, N.W., Washington, DC 20551; and to the Office of Management and
Budget, Paperwork Reduction Project (7100-0181), Washington, DC 20503.

2
03/2016

FR 1379b
OMB No. 7100-0135
Expires August 31, 2016

Federal Reserve Consumer Help – Consumer Survey
As a consumer who sent an inquiry to our Federal Reserve Consumer Help Center within the past week, you were randomly selected to provide your opinion on
the quality of service provided to you by our representative(s). Your input will help us assess our quality. Please take a moment to complete this survey.
Name (optional)

1. How did you learn about Federal Reserve Consumer Help? Check all that apply.
Federal Reserve website
Other website or search engine
Bank or financial services company
Referral from federal or state agency
Other (specify: ___________________________________)

Newspaper or magazine article
Consumer brochure
Friend or relative

2. Overall, how would you rate the quality of customer service provided by the Consumer Help Center?
Poor
1

Excellent
2

3

4

5

3. How would you rate the speed at which your email or internet request was handled?
Poor
1
4

Excellent
2

3

4

5

Please rate these specific attributes related to the Federal Reserve Consumer Help resources you accessed.
Poor

Excellent

a. Ease of navigation using the Federal Reserve Consumer
Help website.

1

2

3

4

5

b. Consumer information available to you (frequently asked
questions or other resources) on the website.

1

2

3

4

5

5. If appropriate, please use the area below to request follow-up action on a specific problem or concern with the service you received.

03/2016

FR 1379b
OMB No. 7100-0135
Expires August 31, 2016

PAPERWORK REDUCTION ACT NOTICE
This survey is authorized by law (15 U.S.C. §57(a)(f)(1)) and is voluntary.
Public reporting burden for this information collection is estimated to average ten minutes per response. Send comments regarding this burden estimate or any other aspect of this information collection,
including suggestions for reducing this burden, to Secretary, Board of Governors of the Federal Reserve System, 20th and C Streets, N.W., Washington, DC 20551; and to the Office of Management and
Budget, Paperwork Reduction Project (7100-0181), Washington, DC 20503.

4

03/2016

FR 1379b
OMB No. 7100-0135
Expires August 31, 2016

Federal Reserve Consumer Help – Consumer Survey
As a consumer who sent a complaint to our Federal Reserve Consumer Help Center within the past week, you were randomly selected to provide your opinion on
your experience. Your input will help us assess our quality. Please take a moment to complete this survey.
Name (optional)

1. How did you learn about Federal Reserve Consumer Help? Check all that apply.
Federal Reserve website
Other website or search engine
Bank or financial services company
Referral from federal or state agency
Other (specify: ___________________________________)

Newspaper or magazine article
Consumer brochure
Friend or relative

2. Overall, how would you rate the quality of customer service provided by the Federal Reserve Consumer Help Center?
Poor
1

Excellent
2

3

4

5

3. How would you rate the speed at which your request was handled?
Poor
1

Excellent
2

3

4

5

4. Please rate these specific attributes related to the Federal Reserve Consumer Help Center:
Poor

Excellent

a. Ease of navigation using the Federal Reserve Consumer
Help website (if applicable).

1

2

3

4

5

b. Ability to refer you to the appropriate contact for investigation
of your complaint.

1

2

3

4

5

c. Ability to provide you with the next steps in the process
clearly and concisely.

1

2

3

4

5

5
03/2016

FR 1379b
OMB No. 7100-0135
Expires August 31, 2016

5. If appropriate, please use the area below to request follow-up action on a specific problem or concern with the service you received.
PAPERWORK REDUCTION ACT NOTICE
This survey is authorized by law (15 U.S.C. §57(a)(f)(1)) and is voluntary.
Public reporting burden for this information collection is estimated to average ten minutes per response. Send comments regarding this burden estimate or any other aspect of this information collection,
including suggestions for reducing this burden, to Secretary, Board of Governors of the Federal Reserve System, 20th and C Streets, N.W., Washington, DC 20551; and to the Office of Management and
Budget, Paperwork Reduction Project (7100-0181), Washington, DC 20503.

6

03/2016