US Department of Education - Federal Student Aid

Common Services for Borrowers

School Satisfaction Survey

Extremely Satisfied 5

Very Satisfied 4

Satisfied 3

Neither Satisfied nor Dissatisfied 2

Dissatisfied 1

Not Applicable 0

1

In rating the following qualities, think about your experience in CALLING 

our School's Servicing Center in the past year and rate your level of 

satisfaction: How satisfied/dissatisfied were you:

Your

Rating

1.1 With the timeliness of the response to your call?

1.2 With the knowledge of the School Services representative?

1.3 That the SSR handled the issue in one call

1.4 With the follow-up promised during your call

1.5 With your overall experience calling the School's Servicing Center?

2

If in the past year you corresponded with the School's Servicing Center 

via EMAIL and rate your level of satisfaction: How satisfied/dissatisified 

were you: Your

Rating

2.1 With the length of time it took to get a response to your request?

2.2 That the response provided accurate information that resolved the issue

2.3 With the follow-up promised during your email.

2.4 With your overall experience emailing the School's Servicing Center?

3

In rating the following qualities, please think about your experience 

using School's Servicing's Online School Site http://DL.ED.GOV/Schools 

for matters relating to existing loans and generating reports: How

satisfied/dissatisified were you: Your

Rating

3.1 With the Website being available when you went to it?

3.2 With the Website being easy to use?

3.3 With the information presented on the Website?

3.4 With the "Help" function of the Website?

3.5 With your overall experience using the the School's Servicing Center Website?

4

Concerning anything you have heard from your students' experiences 

using the Direct Loan Borrowers website, please rate the following: 

How satisfied/dissatisified were your students: Your

Rating

4.1 With the Borrower's Website being available when they went to it? *

4.2 With the Borrower's Website being easy to use? *

4.3 With the information presented on the Borrower's website? *

4.4 With the "Help" function of the Borrower's website? *

For each item, please provide a numerical rating according to the following scale:

Drawing upon your experiences ONLY over the last year, please evaluate your experiences specifically 

relating to the Direct Loan School's Servicing Center and those mechanisms used to manage your Direct 

Loan students such as the Direct Loan school web site and associated reports. Please do not include the 

COD center or NSLDS when considering your responses for this survey. Again, PLEASE LIMIT YOUR 

RESPONSES TO ACTIVITIES ENGAGED IN OVER THE PAST YEAR.
US Department of Education - Federal Student Aid

Common Services for Borrowers

School Satisfaction Survey

4.5 With their overall experience using the the Direct Loan Borrower's website? *

5

Concerning anything you have heard from your students' experiences 

using the Direct Loan Borrowers Servicing Center please rate the 

following: How satisfied/dissatisified were your students:

Your

Rating

5.1 With the timeliness of the response to their call? *

5.2 With the knowledge of the CSR? *

5.3 That the CSR handled the issue in one call? *

5.4 With the follow-up promised during their call? *

5.5

With your overall experience calling the Direct Loan Borrower's Servicing 

Center? *

6

In the last year, how satisfied/dissatisfied were you with the overall 

performance of the Direct Loan School's Servicing?

7

For any qualities that you rated "Dissatisfied" or "1", please provide any 

comments that will help us improve the rating in the space below:

[text response]

8

Please provide any other comments for improvement, especially about areas 

not addressed in the survey questions, here:

[text response]

9 Please provide any compliments you have about our services or staff here:

[text response]

10

For each of the questions below, please put an X the boxes that best 

describes your institution:

10.1 School Type

Public

Private, non-profit

Private, for-profit

Other

10.2 Degrees/certificates offered

Two-year

Four-year

Five-year/Graduate

Other

10.3 Enrollment size

Under 1,000

1,001-5,000

5,001-15,000

Over 15,000