CDRLF Program Satisfication Survey_JAN2019

CDRLF Satisfaction
Survey
Community Development Revolving Loan Fund

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OMB No. 3133-0188

Purpose
This document outlines a strategy to implement a CDRLF satisfaction survey that credit
unions can use to provide feedback about the overall program experience. Obtaining
feedback about the CDRLF program through a satisfaction survey will help form future
program decisions based on tangible data.

Regulatory Guidance
Section 280 of OMB Circular A-111 provides guidance to Federal agencies on efforts to
improve the customer experience and satisfaction of Federal programs. OMB did not
include the NCUA on the list of agencies that are required to implement this guidance.
Based on stated requirements, the NCUA’s CDRLF program will not be able to feasibly
implement all portions of this guidance immediately. However, some portions of this
guidance are appropriate for the CDRLF program and will be adopted to help CURE
manage customer/program satisfaction.

Survey Focus
The CDRLF satisfaction survey will focus on CURE’s highest-impact customer
journeys to collect feedback. The CDRLF’s customer/program journeys include
submitting a grant/loan application, grant/loan agreement, reimbursement request,
and/or impact report. Measuring the customer perspective after this series of
interactions is a valuable opportunity to collect appropriate feedback. In effort to
standardize the collection mechanism and timeframe, CURE will measure the customer
experience immediately after an application and/or reimbursement request submission.
This gives CURE feedback on the performance of both program areas. CURE will
adopt the following best practices for the CDRLF satisfaction survey:


Customer feedback should be obtained as close to the time of the transaction as
possible, and made available to program managers as frequently as possible;



To the extent possible, feedback collection mechanisms should be brief, thereby
imposing minimal burden on customers and sampling techniques may be used
on high-volume transactions to reduce burden, when appropriate.

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Resources to support the development of customer experience strategies and activities across the
government are available at the following URL: https://www.performance.gov/cx/

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CDRLF Satisfaction Survey

Survey Contents
The CDRLF satisfaction survey will include questions that measure overall customer
experience and transaction-related customer experience. Each survey type will be
optional for credit unions to complete. Credit unions will be asked to provide responses
to the following survey measurements, with minimal adjustments to the wording of
specific questions based on transaction type (grant application or reimbursement
request). In addition to the general responses below, the survey will provide credit
unions with an opportunity to offer narrative responses regarding their satisfaction.
Strongly
Disagree

Overall Customer Experience
1. Satisfaction

2. Confidence
or Trust

I am satisfied with the overall
service I received from the
CDRLF program.
I trust the CDRLF program to
fulfill its mission for lowincome designated credit
unions.

Disagree

Neutral

Agree

Strongly
Agree

Ο

Ο Ο Ο Ο

Ο

Ο Ο Ο Ο

Ο
Ο
Ο
Ο

Ο
Ο
Ο
Ο

CDRLF program
documents/materials are easy to
understand and helpful in
completing my request.

Ο

Ο Ο Ο Ο

Employees I interacted with
were helpful.

Ο

Ο Ο Ο Ο

Transaction-Related Customer Experience
3. Confidence

4. Quality
5. Ease
6. Efficiency
7. Transparency

8. Employees

This interaction increased my
confidence in CURE’s CDRLF
program.
My need was addressed.
It was easy to complete my
request.
It took a reasonable amount of
time to complete my request.

Ο
Ο
Ο
Ο

Ο
Ο
Ο
Ο

Ο
Ο
Ο
Ο

Paperwork Reduction Act Statement: The estimated average public reporting burden associated with this information collection is 10 minutes per response. Comments concerning the
accuracy of this burden estimate and or any other aspect of this information collection, including suggestions for reducing this burden should be address to the National Credit Union
Administration, Office of Credit Union Resources and Expansion, CDRLF, 1775 Duke Street, Alexandria, Virginia 22314. An agency may not conduct or sponsor, and a person is not required
to respond to, an information collection unless it displays a valid OMB control number.

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CDRLF Satisfaction Survey