SBA District Office Customer Satisfaction Survey

Request for Approval under the “Generic Clearance for SBA Customer
Experience Data Collections”
(OMB Control Number: 3245-0404)
TITLE OF INFORMATION COLLECTION: Small Business Administration –
Field Operations Customer Experience Online Survey
PURPOSE:
What are you hoping to learn / improve? How do you plan to use what you
learn? Include any artifacts your team may develop as a result of this
collection.

Per guidance in OMB A-11, the SBA look to better understand the
experience of our customers and the voice of the customer. We
intend to use the data to refine customer personas and
subsequently develop journey maps. All is with the intent to
inform service improvements and modifications in delivery. The
data will be wrapped up broadly as a dashboard for leaders to
use as a tool for improvement. This field operations collection
of information is currently approved under SBA’s Generic
Clearance for the Collection of Qualitative Feedback on SBA
Service Delivery(OMB Control Number 3245-0398. SBA requests
approval to move it to the captioned Generic Clearance for SBA
Customer Experience Data Collections.
replaces the collection
approved under.

TYPE OF ACTIVITY: (Check one)
[] Customer Research
[ X ] Customer Feedback Survey

(if selecting this option, include survey

instrument tool with this submission)

[

] User Testing of Services and Digital Products

DESCRIPTION OF ACTIVITY
1. How will you collect the information? (Check all that apply)
[ X] Web-based surveys
[ ] Telephone interviews and focus groups
[ ] In-person
[ ] Mail
[XX] E-Mail
[XX] Other, Via Survey Link on Website, via QRC on
collateral, and web link shared during services.
For Customer Feedback Survey:
Explain who will be surveyed and why the group is appropriate for the Federal
program / service to connect with. Do you somehow have a list of customers to
reach out to (e.g., email addresses of individuals who have visited a service
center in the past month)? Please provide a description of how you plan to
identify your potential group of respondents and if only a sample will be
solicited for feedback, how you will select them.

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Access to the web-based survey will be provided in various forms to all SBA
District Office customers. Forms of access may be a link in the body of an
email, QR codes in training slides, or links on District Office webpages. As
the SBA does not keep a definitive customer list and provides assistance to
new customers on a daily basis, the SBA District Office staff will
proactively send out the survey link to customers after assistance is
provided, trainings are held, or other interactions are completed (such as
8(a) Annual Reviews).

DESCRIPTION OF INSTRUMENTS
Generally describe the information collection activity – e.g. will
facilitators or interviewers be used? What will respondents be asked? Or,
what actions will you observe / how will you have respondents interact with a
product you need feedback on?

When the person agrees to participate, they will access a
short web-based survey evaluating perception of the service
rendered and where and when the service was received.
Demographic information is requested collected but not
mandatory to provide. Participation in the survey is optional
and a participant may choose to not respond to any question.
Gifts or Payments:
Is an incentive (e.g., money or reimbursement of expenses, token
of appreciation) provided to participants? [ ] Yes [ X ] No
BURDEN HOURS
Per individual respondent, we estimate 5 minutes for
participation. Total burden hours for individuals participating
is approximate 12,500 hours.
Category of Respondent

No. of
Responden
ts
150,000

Small Business or Aspiring
Entrepreneur Clients
Totals

150,000

Participat
ion Time*

Burden

5 min

12,500
hours
12,500
hours

CERTIFICATION:
I certify the following to be true:
1. The collections are voluntary;
2. The collections are low-burden for respondents (based on
considerations of total burden hours or burden-hours per
respondent) and are low-cost for both the respondents and the
Federal Government;
3. The collections are non-controversial and do not raise issues
of concern to other Federal agencies;

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4. Any 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 near future;
5. Personally identifiable information (PII) is collected only to
the extent necessary and is not retained;
6. Information gathered is intended to be used for general
service improvement and program management purposes
7. Upon agreement between OMB and the agency, all or a subset of
information may be released as part of A-11, Section 280
requirements on performance.gov. Summaries of customer
research and user testing activities may also be included in
public-facing agency publications.

Victor Parker_________________________________________

Name: ____

Title: _____Deputy Associate Administrator OFO_________________

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APPENDIX: Data Collection Materials and Preliminary Version of
Interviews and Surveys
All instruments used to collect information must include:
OMB Control No. 3245-0404
Expiration Date: 02/28/2021

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