FSAIC Survey (English) 08

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1 **Federal Student Aid Information Center**  **Customer Service Automated Telephone Feedback Survey (English)**  Invitation text to be offered when caller first dials the 1.800.4FEDAID number: This call has been randomly selected to participate in a brief survey regarding the service yo u’ll receive today . The survey will take no longer than 5 minutes to answer, and your answers will help the Department of Education improve its service. If yo u’re interested in providing your feedback, please say ‘yes’; otherwise, say ‘no’. You’ll be reminded about the survey

at the end of y our call, or when y ou are ready to begin the survey , y ou can also say

' survey '. Thank y ou.” For IVR

- only callers, at selected end points of the call: If you are finished with your call, ple ase say ‘survey ’ to begin the brief survey
. For IVR callers who also have contact with a CSR, reminder before they are transferred: Please remember to stay

on the line at the completion of your call to give us y our feedback on the service you receive tod ay . For CSR only callers, reminder: After speaking with the representative, please stay on the line to begin the survey
. Survey Start Thank y ou for participating in this survey . Your feedback on the service you received during your call will be co mpletely anon ym ous and will be used to help us improve our services. You may

speak y our response as soon as y ou know y our answer. To repeat the question, say

‘repeat’. 1. What was y our primary reason for calling 1.800.4FEDAID? For the status of your appl ication or correction, say ‘status’ To request duplicate student aid report, say ‘duplicate’ For help with a PIN, say

‘PI N’ To get help with FAFSA on the Web, such as how to use the website or how to make corrections, say

‘FAFSA’ For loan holder infor

mation or details about previous student loans, say ‘loan’ For help with adding a school code, say ‘school code’ For an y other reason, say ‘other’ The following questions will be used to rate your satisfaction with the automated portion of the call. Plea se answer each question using the following scale:

If you were very satisfied, say ‘5’FSAIC Survey (English) 08

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2 For somewhat satisfied, say ‘4’ For neither satisfied nor dissatisfied, say ‘3’ For somewhat dissatisfied, say ‘2’ For very dissatisfied, say ‘1’ If you are n ot sure, say

‘9’ [Pearson Programming] : If the caller doesn’t respond, play the following hint: ‘Remember, responses are on a scale of 1 to 5 with 1 being very dissatisfied and 5 being very satisfied. Please say

the number corresponding to y our answer .’ If no entry, re
prompt 1 time, and then move on to next question. **All Respondents** 2. How satisfied are you with the ease of being able to find the menu choice that fits yo ur question? **IVR -**  **only questions** [Pearson Programming: If CSR

- only service, ski p to CSR

- only questions] 3. How satisfied are you with how well the information available in the automated sy stem answered your questions when y ou called today ? 4. [Pearson Programming: If rating of 1 or 2 in Q3, ask this question; otherwise, skip to Q5] What are you dissatisfied with in terms of how well the information from the automated sy stem answered y our questions? Begin speaking at the tone to leave a short comment. When finished, press the # key
. (Programming note: limit comment to 30 seconds)

**CSR -**  **only questions** [Pearson programming: If IVR

- only service, skip to Q10 ] The following questions have to do with the representative with whom you spoke. If y ou spoke with more than one, please consider the representative with whom you had the most contac t. 5. How satisfied are you with the time it took to reach a representative who could answer your questions? 6. How satisfied are you with the representative’s willingness to help you with your question? 7. How satisfied are you with the representative’s knowledg e, or ability to answer y our questions in a clear and understandable way ?FSAIC Survey (English) 08

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3 8. How satisfied are you that y ou received all the information y ou needed during this call? 9. [Pearson Programming: If rating of 1 or 2 in Q8, ask this question; otherwise, skip to Q10] What are you dissatisfied with in terms of not getting all the information you needed during this call? Begin speaking at the tone to leave a short comment. When finished, press the # key
. (Programming note: limit comment to 30 seconds)

10. How satisfied are you **overall** with the service yo u received during this call? **Demographic Questions** There are just a few questions left. Please listen carefull y to the new response choices. 11. If you called today

as: A student, say

‘student’ A parent or guardian, say ‘parent’ A financial aid administrator, say ‘FAA’ Someone in a different role not mentioned above, say ‘other’ 12. [Pearson Programming: This question should only be asked of callers who spoke with CSR; IVR callers should skip to Q13 ] Not counting this survey , how many people at the Federal Student Aid Information Center did yo u speak to today during this call? Say 1 through 4 for the number of people you spoke with If you spoke with 5 or more, say 5 If you aren’t sure, say 9 13. How man y mi nutes did y ou spend on this call including an y time on hold? Please do not include the time spent answering this survey
.

If less than 2 minutes, say 1 2 to 5 minutes, say

2 6 to 10 minutes, say

3 11 minutes or longer, say 4 14. Including today , how many times have y ou called about this particular issue?

Say 1 through 4 for the number of times y ou have called Say 5 for 5 or more times.FSAIC Survey (English) 08

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4 15. [Pearson Programming: If caller spoke with CSR and responds to Q14 as more than 1 time, ask this question; otherwise, skip to Q16], Did y ou get different answers to the same question on different calls?

If yes, say ‘y es’ If no, say ‘no’ If not sure, say

‘not sure’ 16. What are you most satisfied with and what can the Federal Student Aid Information Center do to improve the 1.800.4FEDAID service? Begin speaking at the tone to leave a short comment. When finished, press the # key
. (Programming note: limit comment to 30 seconds)

**Conclusion** That completes the survey . Thank y ou for your participation. Yo ur information will help improve the services provided as part the Federal Student Aid Information Center. Goodby e.