### US Department of Education - Federal Student A**id Common Services for Borrow**  **ers School Satisfaction Survey** 

**Extremely Satisfied 5**  **Very Satisfied 4**  **Satisfied 3**  **Neither Satisfied nor Dissatisfied 2**  **Dissatisfied 1**  **Not A pplicable**  **0**

**1 In rating the follow**  **ing qualities, think about your experience in CA LLING**  **our School's Servicing Center in the past year and rate your level of satisfaction: How**  **satisfied/dissatisfied w ere you:**  **Your Rating**  **1.1** Wi th the timeliness of the response to your call? **1.2** Wi th the knowledge of the School Services representative? **1.3** That the SSR handled the issue in one call **1.4** Wi th the follow-up promised during your call **1.5** Wi th your overall experience calling the School's Servicing Center?

**2 If in the past year you corresponded w**  **ith the School's Servicing Center via EMA** **IL and rate your level of satisfaction: How satisfied/dissatisified**  **we re you:**  **Your Rating**  **2.1** Wi th 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** Wi th the follow-up promised during your email. **2.4** Wi th your overall experience emailing the School's Servicing Center?

**3 In rating the follow**  **ing 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 w**  **ere you: Your**  **Rating 3.1**  Wi th the W ebsite being available when you went to it? **3.2** Wi th the W ebsite being easy to use? **3.3** Wi th the information presented on the W ebsite? **3.4** Wi th the "Help" function of the W ebsite?
**3.5** Wi th your overall experience using the the School's Servicing Center W ebsite?

**4 Concerning anything you have heard from your students' experiences**  **using the Direct Loan** 

### Borrowers **website, please rate the follow ing:**  **How satisfied/dissatisified w**  **ere your students: Your**  **Rating 4.1**  Wi th the Borrower's W ebsite being available when they went to it? * **4.2** Wi th the Borrower's W ebsite being easy to use? * **4.3** Wi th the information presented on the Borrower's website? * **4.4** Wi th the "Help" function of the Borrower's website? * For each item, please provide a numerical rating according to the following scale: **Draw ing 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 w**  **eb site and associated reports. Please do not include the COD center or NSLDS w**  **hen considering your responses for this survey. A gain, PLEA** **SE LIMIT YOUR RESPONSES TO A** **CTIVITIES ENGA GED IN OVER THE PA** **ST YEA R.** 

### US Department of Education - Federal Student A**id Common Services for Borrow**  **ers School Satisfaction Survey** 

**4.5** Wi th 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 Borrow ers Servicing Center please rate the**  **follow ing: How**  **satisfied/dissatisified w ere your students:**  **Your Rating**  **5.1** Wi th the timeliness of the response to their call? * **5.2** Wi th the knowledge of the CSR? * **5.3** That the CSRhandled the issue in one call? * **5.4** Wi th the follow-up promised during their call? *
**5.5** Wi th 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