SBA Form 2313 Disaster Assistance Customer Satisfaction Survey

OMB Control No. 3245-0370
Expiration Date: XX/XX/XXXX

Customer Questionnaire
Customer Service Center (CSC & FOC)
When the QA Monitor contacts the customer, he would use the following script:
Good morning/afternoon, my name is ___________________. I’m calling from the US
Small Business Administration Disaster Assistance Customer Service Center. Our records
show that you (or a member of your family) recently spoke with a representative of the SBA
regarding disaster assistance. Would you (or that person) be available to participate in a
short customer satisfaction survey regarding the service provided? Your responses are
voluntary; however, your opinion would help us evaluate whether we are meeting the needs
of the public. You also do not have to respond if this survey is not approved by the U.S.
Office of Management and Budget (OMB). The OMB approval # for this survey is 32450370, and it expires on XX/XX/XXXX.

If No:
Thank you anyway, and please don’t hesitate to call us again if you have any questions or
concerns. Goodbye. (Wait for the customer to hang up)

If Yes:
Thank you. We have just 8 questions, and will not take longer than 5 minutes… (Pause for a
second and then ask the first question).
Answer
Weight

Answer
Type

1.0

Y/N

1.0

1-5

3. Did the SBA Representative display concern and sympathy for
your situation?

1.0

1-5

4. Was the SBA Representative able to answer your questions to
your satisfaction?

1.0

1-5

5. Did the SBA Representative appear knowledgeable about the
subject matter?

1.0

1-5

6. Based on your call, please rate your overall experience with the
Customer Service Center.
(For FOC: Based on your visit, please rate your overall
experience with the SBA staff at the center.)

1.0

1-5

1. Was your call answered promptly?
(For FOC: Once you arrived at the SBA table, were you assisted
promptly by an SBA representative?)
Using a scale of 1 - 5, with 5 being the highest, please rate the
agent in the following areas:

2. Was the SBA Representative courteous and professional?

Two open ended question giving the respondent an opportunity to provide comments:
7. Based on your experience with the SBA, do you have any
Not rated N/A
suggestions for making the process easier?
8. Is there anything else I can assist you with?
(If necessary, the Survey administrator will assist the customer)
SBA Form 2313 CSC/FOC (2019)