EDA Grantee Customer Satisfaction Survey

10/28/2020

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Introduction
OMB Control Number 0690-0030
Expires: XX/XX/202X

Welcome to the 2021 Customer Satisfaction Survey for EDA Grantees!
The objective of this survey is to gather feedback related to the post-award experience
with EDA, including on the quality of the assistance offered by EDA pertaining to the work
on your project*. We greatly appreciate your time and insight! if you have any questions or
concerns, please email [email protected].
Your feedback will help us improve customer service to better serve you and communities
and/or organizations like yours!
*For purposes of this survey, "grant", or "award" refer to both grants and cooperative
agreements.
PAPERWORK REDUCTION ACT NOTICE
In accordance with the Paperwork Reduction Act of 1995, as amended, an agency may
not conduct or sponsor, and a person is not required to respond to, a collection of
information unless it displays a valid OMB control number. The valid OMB control number
for this information is 0690-0030. The time required to complete this information is
estimated to average 15 minutes per response, including the time for reviewing
instructions, searching existing data sources, gathering and maintaining the data needed,
and completing and reviewing the collection of information.

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General Information
Do you have a multi-year award with EDA?
Yes
No

Please indicate the fiscal year of the award(s) that your organization had received (check
all that apply):
FY 2020
FY 2019
FY 2018
FY 2017
FY 2016
FY 2015
Other (Please Specify):

Under which program(s) did you receive an EDA award(s)? (Check all that apply)
Public Works
Economic Adjustment Assistance (including Disaster Supplemental/Assistance to Coal
Communities)
Regional Innovation Strategies
Research and National Technical Assistance
Trade Adjustment Assistance for Firms
Planning
Local Technical Assistance
University Centers

Which EDA Regional Office did you work with?

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Demographic
Please identify what type of entity you represent:
EDA funded Economic Development Districts (EDD)
State government
Local government
Institution of higher education
American Indian Tribe (or consortium of tribes)/Alaska Native tribal entity
Other regional economic development organization
Nonprofit organization
Other (please specify)

What type of geographic area does your organization primarily represent?
Rural
Urban
Regional (Combination of Rural and Urban)

What source did you use to identify your region as Rural/Urban/Regional?
Census.gov
USDA ERS
Other (please specify)

Staff Interaction
During the course of your grant experience, do you recall which EDA staff you worked
with the most; if yes, please check below:
Your state's EDA economic development representative
Construction or engineer specialist
Regional Office Director
Area Director
Headquarters staff
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No, I do not recall
Other EDA staff (please identify by name or function)

What was your experience with the EDA staff during the course of your grant:
Strongly
Agree

Agree

Disagree

Strongly
disagree

N/A

EDA staff responded
to me in a timely
manner when I had a
question about the
award.
EDA staff
accommodated my
circumstances and
requests.
EDA staff provided me
with a reasonable
amount of time to
respond to
inquiries/resolve issues
with my award.
EDA staff provided me
with accurate and
clear information.
EDA staff were
responsive and
helpful during the
course of my grant
experience.

Overall, I am satisfied with the customer service that EDA staff provided during the
course of my grant:
Strongly Agree
Agree
Disagree
Strongly disagree

Process

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How straightforward were the following processes during the course of your grant
experience:
Somewhat
straightforward,
Very
needs
Very
Straightforward straightforward improvement complex complex

N/A

Indirect cost
processing
Progress reporting
GPRA/Performance
reporting
Grant disbursement
requests
GPRA site visits (if
applicable)
Grant close-out
activities
Grant amendment
processing

Resources
In addition to funding, EDA provided me with resources necessary for successful project
implementation during the course of my grant
Strongly Agree

Agree

Disagree

Strongly disagree

Please rank the following resources provided by EDA in terms of their usefulness
StatsAmerica.org
EDA social media announcements
Research reports on eda.gov
EDA staff subject matter expertise
EDA forms and tools (https://www.eda.gov/tools/grantee-information/index.htm)
Other resources on eda.gov (e.g., CEDS guidelines)
EDA staff led webinars

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EDA staff-led webinars

The resources listed above convey information clearly
Strongly agree
Agree
Disagree
Strongly disagree

EDA and other Federal Grant-Making Agencies
Have you worked with other federal grant-making agencies in the past?
Yes
No

Compared to your grant management experience with other federal grant-making
agencies, please rate your experience with EDA:
Much
better

Better

About the
same

Worse

Moderately
worse

Much
worse

Ability to access funds
Ability to process
amendments
Quality of information
provided by staff
Timeliness and
accessibility of staff
Quality and relevance
of resources
Reporting process
(including GPRA)
Resources and tools
(e.g., research,
StatsAmerica,
webinars)

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Which other Federal grant-making agencies have you worked with?

Overall Satisfaction
Based on your grant experience with EDA, please answer the following:
Extremely Unlikely
0

Somewhat likely

3

Extremely likely

5

8

10

How likely are you to
apply to EDA in the
future?
How likely are you to
recommend EDA to
another stakeholder
or organization?

Overall, when I think of EDA's customer services practices, I am satisfied with their quality:
Strongly Agree

Agree

Somewhat
agree

Somewhat
disagree

Disagree

Strongly
disagree

On a scale from 0 (fell short of my expectations) to 10 (exceeded my expectations),
please rank you experience with EDA's customer service:
Fell short of my
expectations
0

1

2

Exceeded my
expectations

About as expected
3

4

5

6

7

8

9

10

On a scale from 0 (not very close to the ideal) to 10 (very close to the ideal) please rank
your overall experience with EDA during the course of my grant:
Not very close to ideal

Very close to the ideal

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0Not very
1 close
2 to ideal
3

4

5

6

0

4

5

6

1

2

3

7 close
8 to the
9 ideal10
Very
7

8

9

10

Narrative
Other comments (such as: on your overall satisfaction level, interactions with staff or how
your experience with EDA compares to your experience with other federal grants
programs.)

What recommendations would your organization make to EDA to improve the grant
experience?

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Contact Information
If EDA has follow-up questions about your survey response, may we contact you? (If so
fill in fields)
Name
Title
Organization
Street address
City/Town
State/Province
ZIP/Postal Code
Country
Email Address
Phone Number

Thank you for taking the time to complete this survey. The responses you provided
will permit EDA to continuously improve its customer service and grant
management system.
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