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

FR 1379a
OMB Number 7100–0135
Expires February 28, 2023
Page 1 of 1

Board of Governors of the Federal Reserve System

Consumer Satisfaction Questionnaire
This questionnaire is authorized by law (12 U.S.C. § 248(a) and 12 U.S.C. § 1818) and is voluntary.
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 check the response that
most closely describes your level of satisfaction.

Very
dissatisfied

Dissatisfied

Neither
satisfied nor
dissatisfied

1. The amount of time it took to investigate your complaint..................

1

2

3

4

5

2. The courtesy of Federal Reserve staff in their letters or over
the phone. .............................................................................

1

2

3

4

5

3. The Federal Reserve’s response addressed all of the concerns
raised in your complaint............................................................

1

2

3

4

5

4. The clarity of the Federal Reserve’s written response explaining
the outcome of their investigation. ..............................................

1

2

3

4

5

Satisfied

Very
satisfied

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

Newspaper or magazine article
Consumer brochure
Friend or relative
Other (specify):

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!

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, NW, Washington, DC 20551; and to the
Office of Management and Budget, Paperwork Reduction Project (7100-0135), Washington, DC 20503.

01/2020

FR 1379b
OMB Number 7100–0135
Expires February 28, 2023
Page 1 of 3

Board of Governors of the Federal Reserve System

Consumer Survey
This survey is authorized by law (12 U.S.C. § 248(a) and 12 U.S.C. §§ 1818) and is voluntary.
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

Newspaper or magazine article
Consumer brochure
Friend or relative
Other (specify):
Poor

Excellent

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

1

2

3

4

5

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

1

2

3

4

5

4. Please rate these specific attributes related to the performance of the Consumer Help
Center representative(s).
a. Knowledge of consumer information. ..................................................................

1

2

3

4

5

b. Ability to provide you clear information on your inquiry or transfer you to the
appropriate contact efficiently. ...........................................................................

1

2

3

4

5

c. Courtesy and professionalism displayed towards you. ............................................

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.

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, NW, Washington, DC 20551;
and to the Office of Management and Budget, Paperwork Reduction Project (7100-0135), Washington, DC 20503.

01/2020

FR 1379b
Page 2 of 3

Board of Governors of the Federal Reserve System

Consumer Survey
This survey is authorized by law (12 U.S.C. § 248(a) and 12 U.S.C. §§ 1818) and is voluntary.
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

Newspaper or magazine article
Consumer brochure
Friend or relative
Other (specify):
Poor

Excellent

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

1

2

3

4

5

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

1

2

3

4

5

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

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, NW, Washington, DC 20551;
and to the Office of Management and Budget, Paperwork Reduction Project (7100-0135), Washington, DC 20503.

01/2020

FR 1379b
Page 3 of 3

Board of Governors of the Federal Reserve System

Consumer Survey
This survey is authorized by law (12 U.S.C. § 248(a) and 12 U.S.C. §§ 1818) and is voluntary.
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

Newspaper or magazine article
Consumer brochure
Friend or relative
Other (specify):
Poor

Excellent

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

1

2

3

4

5

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

1

2

3

4

5

4. Please rate these specific attributes related to the performance of the Consumer Help
Center representative(s).
a. Ease of navigation using the Federal Reserve ConsumerHelp 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. If appropriate, please use the area below to request follow-up action on a specific problem or concern with the service you received.

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, NW, Washington, DC 20551;
and to the Office of Management and Budget, Paperwork Reduction Project (7100-0135), Washington, DC 20503.

01/2020