Federal Student Aid 

Customer Satisfaction Program Borrowers – FINAL to OMB

September, 2010 1 1 

U.S. Department of Education

2010 Additional Servicers Customer Survey

Borrowers

(Items in BOLD are interviewer instructions, and are not intended to be read to the Client)

(Items marked i.e. or e.g. should only be read if respondent needs clarification)

Introduction (Do not read)

INTRO1. Hello, this is ____________________ calling from [data vendor] on behalf of the United 

States Department of Education. May I please speak to (name from list) ? (If 

necessary: We’re conducting a voluntary customer satisfaction survey and are trying 

to contact people who have student loans.)

1 (Named person is on the phone, continue at INTRO4)

2 (Named person is available, proceed at INTRO3 when respondent comes to 

phone)

3 (Named person is unavailable, schedule callback)

4 (Named person is no longer this number, use INTRO2)

5 Refused/Hung Up

INTRO2. Is there another number at which I could reach him/her? (If necessary: We’re conducting a 

customer satisfaction survey and are trying to contact people who have student 

loans.)

1 (Will provide new number) >> Thank you and have a good day. (Contact new 

number)

2 (Refused to provide new number) >> Thank you and have a good day!

INTRO3. (When respondent comes to phone) 

Hello, this is [interviewer name] calling from [data vendor] on behalf of the United States 

Department of Education. (Continue)

INTRO4. We’re calling as part of an initiative the Department of Education has undertaken to improve 

its customers’ satisfaction with federal student loan servicing. Our records indicate that you 

have a student loan borrowed through the Direct Loan Program – such as a Subsidized, 

Unsubsidized, PLUS or consolidation loan. Is this correct?

1 Yes >> (Continue at INTRO5)

2 No >> Thank you for your time today! Good bye. (Terminate)

8 Don’t know (Terminate)

9 Refused (Terminate)
 Federal Student Aid 

Customer Satisfaction Program Borrowers – FINAL to OMB

September, 2010 2 2 

INTRO5. We are interested in your satisfaction with the servicing of your loan. By “servicing” the loan

we mean activities like keeping you informed of your loan balances and interest charges, 

sending you statements, processing payments and so on. We’re looking for your feedback on 

this servicing process. I’d like to take some time now to go through this survey with you. This 

interview will take less than 10 minutes and your comments will remain confidential. (If 

necessary: this survey is authorized by Office of Management and Budget Control No. 

XXXX-XXXX). Is now a good time for us to speak?

1 Yes (Continue with Next Question)

2 No (When would be a more convenient time for you to complete this study?)

Communications (Do not read) 

Please think about any communications such as letters or emails you have received regarding your Direct 

Loan. On a scale from 1 to 10 with 1 as “poor” and 10 “excellent”, how would you rate the communications 

on:

COMM.1 Their clarity

COMM.2 Their usefulness

COMM.3 Making clear any actions you need to take, if necessary

Payments (Do not read) (ask if in REPAYMENT only)

PAYSCR Do you have your Direct Loan payments automatically deducted from your checking or 

savings account, OR do you periodically authorize payments on your student loan via the 

Direct Loan Servicing Online website (if necessary: the website URL is www.dl.ed.gov)?

1 Have monthly automatic deduction (skip to PAY1)

2 Periodically authorize payment via web site (skip to PAYSCR2)

3 Both 1 & 2 (skip to PAYSCR2)

4 No (skip to STMTHOW)

PAYSCR2 Do you authorize payment via the Direct Loan Servicing Online website on a monthly basis 

to make your regular payment or just once in a while?

1 Monthly

2 Once in a while

Using a scale from 1 to 10, where 1 means “Poor” and 10 means “Excellent”, please rate your electronic 

debiting service on its:

PAY1 Accuracy

PAY2 Convenience

PAY3 Reliability

PAY4 Have you ever had a problem with your electronic debiting?

1 Yes

2 No (skip to STMTHOW)

PAY5 What was the nature of the problem you had? (capture verbatim)

Statements (Do not read) (ask if in REPAYMENT only)

STMTHOW Do you receive loan statements in the mail, electronically, or not at all? (listen and record 

appropriate response)
 Federal Student Aid 

Customer Satisfaction Program Borrowers – FINAL to OMB

September, 2010 3 3 

1 Mail 

2 Electronically

3 Both mail and electronic

4 Don’t receive any statement (skip to WEBSCR)

Think about the most recent statement you have seen concerning your Direct Loan. On a scale from 1 to 

10, where “1” means “poor” and “10” means “excellent”, how would you rate...

STMT1. The accuracy of the statement balance

STMT2. The accuracy of information about past payments

STMT3. The ease of reading the statement

STMT4. The amount of information provided on the statement (e.g., principal balances, computed 

interest, other fees)

STMT5. The consistency in when you receive statements (i.e., the same time of the month each 

month)

STMT6. The amount of time given before payments are due

Web Site (Do not read)

WEBSCR Are you aware of the Direct Loan Servicing Online website for you to access information 

about your loan (if needed: URL is www.dl.ed.gov)?

1 Yes

2 No (skip to next section)

3 Don’t know (skip to next section)

WEB1. When was the last time you accessed this webpage? (listen and code per below)

1 I have never accessed the web page (skip to next section)

2 Less than 1 month ago

3 One month to less than 3 months ago

4 Three months to less than 6 months ago 

5 Six months to less than 1 year ago 

6 More than one year ago (skip to next section)

8 Don’t Know (skip to next section)

9 Refused (skip to next section)

Think about this web site . On a scale from 1 to 10, where “1” means “poor” and “10” means “excellent”, 

how would you rate the...

WEB2. Ease of logging into the site 

WEB3. Clarity of the web site organization

WEB4. Ease of navigating the web site

WEB5. Accuracy of information provided on the web site

WEB6. Your ability to find the information you needed on the site

WEB7. Usefulness of the tools on the web site (e.g., Interest calculators, budget calculator) 

WEB8. (IF ANY WEB2-WEB7 <7) What could be done to improve this website? (capture open end)

Voice Response Unit (Do not read)
 Federal Student Aid 

Customer Satisfaction Program Borrowers – FINAL to OMB

September, 2010 4 4 

VRU1. When was the last time you called the Direct Loan Servicing Center (1-800 number) with 

questions about or for help with your loan?

1 I have never called my loan servicer about my loan (OCON1)

2 Less than 1 month ago

3 One month to less than 3 months ago

4 Three months to less than 6 months ago 

5 Six months to less than 1 year ago 

6 More than one year ago (skip to OCON1)

8 Don’t Know (skip to OCON1)

9 Refused (skip to OCON1)

VRU1a. Did you reach a live customer service representative immediately or an automated voice 

menu?

1 Live representative (skip to CCR1)

2 Automated voice menu

3 Don’t recall (skip to CCR1)

Think about the automated voice response system you used. On a scale from 1 to 10, where “1” means 

“poor” and “10” means “excellent”, how would you rate...

VRU2. The clarity of the menus

VRU3. The ease of using the automated response system

VRU4. The time it takes to navigate the automated response system

VRU4.1 Did you expect to be able to resolve your inquiry on the voice response system without having 

to speak with a live representative?

1 Yes 

2 No 

(Only if VRU4.1 is 1) Again, using the 1 to 10 scale where “1” means “poor” and “10” means “excellent”, 

how would you rate...

VRU5. The ability of the automated response system to answer your questions

VRU6. Ability to accomplish what you want to do on the system (i.e., without needing to speak to 

someone) 

VRU 4.2 Did you go on to speak to a live representative?

1 Yes (continue to Call Center Representative)

2 No (skip to OCON1)

Call Center Representative (Do not read)

Think about the assistance you received from the representative. On a scale from 1 to 10, where “1” 

means “poor” and “10” means “excellent”, how would you rate the...

CCR1. Representative’s willingness to help 

CCR2. Knowledge of the representative

CCR3. Ability of the representative to answer your questions

CCR4. Time it took to resolve your query

CCR5. The operating hours of the service center
 Federal Student Aid 

Customer Satisfaction Program Borrowers – FINAL to OMB

September, 2010 5 5 

CCR6. Courtesy of the representative

CCR7. Thinking about your last call to your lender or loan servicer, was it resolved in one phone call?

1 Yes 

2 No

8 Don’t Know 

9 Refused

CCR8. (IF CCR7 = No) What was the nature of your call?

CCR10. (IF ANY CCR1 – CCR6 < 7) How could the call center representatives better serve you in the 

future? (capture open end)

Other Contacts (Do not read)

OCON1. Apart from using the phone, have you ever contacted the servicer by another means (e.g., 

email, fax, online chat)?

1 Yes 

2 No (skip to ACSI1.)

9 Don’t know (skip to ACSI1.)

OCON2. When was the last time you contacted the servicer other than by phone?

1 Less than 1 month ago

2 One month to less than 3 months ago

3 Three months to less than 6 months ago 

4 Six months to less than 1 year ago 

5 More than one year ago (skip to next section)

6 Don’t Know (skip to next section)

7 Refused (skip to next section)

OCON3. How did you contact the servicer this last time? 

1 Postal mail 

2 Email

3 Online chat 

4 Fax

5 Text message

6 Other (specify)

On the same 1 to 10 scale with 1 as “poor” and 10 “excellent”, how would your rate your experience 

contacting the servicer on:

OCON4. The ease reaching them by [mode from OCON3]

OCON5. Their responsiveness to your inquiry

OCON6. The time it took to resolve your query
 Federal Student Aid 

Customer Satisfaction Program Borrowers – FINAL to OMB

September, 2010 6 6 

ACSI Benchmark Questions (Do not read)

ACSI1. Using a 10-point scale on which “1” means “very dissatisfied” and 10 means “very satisfied”, 

how satisfied are you with the servicing of your Direct Loan?

ACSI2. Using a 10-point scale on which "1" now means "falls short of your expectations" and "10" 

means "exceeds your expectations," to what extent has the servicing of your loan fallen short 

of or exceeded your expectations?

ACSI3. Imagine what an ideal process would be for dealing with your loan servicer. How well do you 

think the current process compares with that ideal you just imagined? Please use a 10-point 

scale on which "1" means "not very close to the ideal," and "10" means "very close to the 

ideal."

Outcome Measures (Do not read)

COMP1. In the past three months, have you complained to the U.S. Department of Education about 

any aspect of the loan servicing process? 

1 Yes

2 No (skip to CLOSE1)

9 Refused

COMP2. (IF COMP4 =1) What was the nature of your complaint? (capture open end)

COMP3. Was the complaint resolved to your satisfaction?

1 Yes

2 No 

9 Resolution still pending

Closing (Do not read)

CLOSE1. In your own words, what could be done to make the loan servicing process better? (enter 

verbatim response)

That’s all the questions I had for you. Thank you for your time, and have a good day.

Paperwork Burden Statement

According to the Paperwork reduction Act of 1995, no persons are required to respond to a 

collection of information unless such collection displays a valid OMB control number. The valid 

OMB control number for this voluntary information collection is 1845-0045. The time required 

to complete this information collection is estimated to average 10 minutes per response, 

including the time to review instructions, search existing data resources, gather the data needed 

and complete and review the information collection. If you have any comments concerning 

the accuracy of the time estimate(s) or suggestions for improving this form, please write to:

U.S. Department of Education, Washington, D.C. 20202-4537. If you have comments or 

concerns regarding the status of your individual submission of this form, write directly to: 

U.S. Department of Education, Federal Student Aid Division, 400 Maryland Avenue, S.W., UCP 

Room 42G3, Washington D.C. 20202-2800.