## Customer Satisfaction Sur**ve y:**  **“Fundament als of T**  **itle IV**

**Ad ministration” Workshop (Chicago, October 23**  **- 28, 2006)**  You’ve now had three [six] months to use what you learned in the workshop you attended in Chicago. The Department of Education (ED) (Federal Stu dent Aid) would like you to think back and give us your assessment of the workshop and how well it has helped you administer the Title IV programs that your school offers. [add what this will be used for, why this is important]


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## Yo **ur Reflect ions on the Workshop** 

1. The Fundamentals of Title IV Administration workshop takes the approach that it is not supposed to fill your head with everything you need to know. Instead, it aims to give you a sense of confidence that you know what resources are ava ilable to help you find what you need and that you can start to use the computer- based tools and systems. Please indicate your level of agreement or disagreement with this approach: __ Strongly disagree __ Disagree __ Undecided __ Agree __ Strong ly agree If you indicated “Agree” or “Strongly agree,” please indicate your satisfaction with how well the philosophy is working: __ Very dissatisfied __ Dissatisfied __ Undecided __ Satisfied __ Very satisfied 2. Please rate the level of detail at which the workshop (on the whole) covered the Title IV material: __ Much too basic __ Somewhat basic __ Just right __ Somewhat advanced __ Much too advanced3. Think about the way the workshop covered the topics

— how much time it spent on each one, and at what level of detail it covered

them. W e’d like your opinions on how well this worked for you. (The time scheduled for each topic appears next to the topic name.) Feel free to refer to your Participant Guide if you need assistance in remembering what was covered under each topic.) **Topic Min.**  **Am ount of time devoted to topic**  **Level of detail covered** Too much About

right Need

more Wh at would you add or leave out? Too much About

right Need

more Wh at would you add

or leave out? Laws & Regulations 35 Overview of Programs 60 Apply to Participate (for everyone) 90 Special CEO Breakout 75 Get Ready - Electronics (FAAs) 75 Get Ready - Policies & Procedures 50 Get Ready - Fiscal Obligations 45 Process - Student Eligibility 60 FAFSA 30 Evaluations/Certifica tion/Wrap - Up for CEOs 40**Topic Min.**  **Am ount of time devoted to topic**  **Level of detail covered** Too much About

right Need

more Wh at would you add or leave out? Too much About

right Need

more Wh at would you add

or leave out? Process - EFC 60 Process - Outputs (SAR/ISIR) 50 Process - Verification 75 Process - Packaging Overview 20 Process - Pell Definitions 40 Process - Pell Calculations 90 Process - Packaging FFEL/DL 60 Process - Package Campus Based/ACG/SMART 30
Process - Overawards 35 Process - Adjustments & Recalculations 35
Process - Professional Judgment 60**Topic Min.**  **Am ount of time devoted to topic**  **Level of detail covered** Too much About

right Need

more Wh at would you add or leave out? Too much About

right Need

more Wh at would you add

or leave out? Disburse Aid - Disbursements 50 Disburse Aid - Notices & Authorizations 20
Disburse Aid - Credit Balances 30 Disburse Aid - COD Reporting 35 Disburse Aid - Overpayments 30 Student Exits - Exit Counseling & NSDLS Reporting 20
Student Exits - R2T4 70 Create Reports 104. How useful was the Federal Student Aid Handbook to you as a learning aid during the

workshop? Please indicate your level of satisfaction or dissatisfaction: __ Extremely dissatisfied __ Dissatisfied __ Undecided __ Satisfied __ Extremely satisfied 1 a. If you answered “Extremely dissatisfied” or “Dissatisfied,” please tell us what it would take to improve the Handbook as a learning aid: _________________________________ 5. Consider the following aspects of the Handbook . W hat importance do you place on each of them, for the Handbook to be more useful to you as a learning aid? Organization of information __ High __ Medium __ Low Format and presentation __ High __ Medium __ Low Readability/legibility __ High __ Medium __ Low Having a subject index __ High __ Medium __ Low Other (specify: _________________________) __ High __ Medium __ Low Other (specify: _________________________) __ High __ Medium __ Low Other (specify: _________________________) __ High __ Medium __ Low Comments: ___________________________________________________ 6. How useful was the Participant Guide to you as a learning aid during the workshop? Please indicate your level of satisfaction or dissatisfaction: __ Extremely dissatisfied __ Dissatisfied __ Undecided __ Satisfied __ Extremely satisfied 6 a. If you answered “Extremely dissat isfied” or “Dissatisfied,” please tell us what it would take to improve the Participant Guide as a learning aid: ____________________________ 7. Consider the following aspects of the Participant Guide . W hat importance do you place on each of them, for the Gu ide to be more useful to you as a learning aid? Organization __ High __ Medium __ Low Format and presentation __ High __ Medium __ Low Readability/legibility __ High __ Medium __ Low Answers to exercises in the Guide __ High __ Medium __ Low More details in the slides __ High __ Medium __ Low Slides printed larger __ High __ Medium __ Low Space for your notes next to slides __ High __ Medium __ Low Tables and figures to illustrate content __ High __ Medium __ Low References to Handbook page numbers in slides __ High __ Medium __ Low Other (specify: _________________________) __ High __ Medium __ Low Other (specify: _________________________) __ High __ Medium __ LowOther (specify: _________________________) __ High __ Medium __ Low

Comments:

___________________________________________________ 8. ED is considering restructuring the workshop. Please tell us how useful the following would be to you. 8 a. More hands-on practice, between Monday evening and Friday morning , before and/or after the workshop sessions: __ Useless __ Not very useful __ Undecided __ Somewhat useful __ Extremely useful 8 b. Additional generic Q&A sessions, where each trainer sits with one
-fourth of the class and answers questions in more detail: __ Useless __ Not very useful __ Undecided __ Somewhat useful __ Extremely useful 8 c. Program -specific Q&A sessions, where trainers answer attendees’ questions on situations that they have encountered at their schools: __ Useless __ Not very useful __ Undecided __ Somewhat useful __ Extremely useful 9. If ED adds topics to the workshop, how would you prefer to accommodate the new material? __ Extend the workshop to include Friday afternoon __ Drop or reduce other material __ Both extend the workshop AND drop/reduce other material 9 b. If you chose the second or third option above, please tell us what you would drop or reduce. ________________________

___________________________________ 9 c. How useful would you find it to have online supplements to the workshop? __ Useless __ Not very useful __ Undecided __ Somewhat useful __ Extremely useful 10. How was the amount of the break time? __ Too much __ About right __ Need more 0 b. If you chose “need more,” how would you like the breaks structured? __ Longer breaks __ More frequent breaks __ Both longer AND more frequent breaks 11. Is there anyth ing we haven’t asked that you’d like to tell us about your reflections on the workshop or how it could be improved?

_____________________________________

## How**the Workshop Is Helping Y ou Do**  **Yo ur Job**  Now that it’s been a while sin ce you took the workshop, we’d like to get an idea of how well it is has helping you administer your school’s Title IV programs. 12. How useful is the Handbook to you as a reference in doing your Title IV work? Please indicate your level of satisfaction or dissatisfaction: __ Extremely dissatisfied __ Dissatisfied __ Undecided __ Satisfied __ Extremely satisfied 12 a. If you answered “Extremely dissatisfied” or “Dissatisfied,” please tell us what it would take to improve t he Handbook as a reference : ___________________________________ 13. Consider the following aspects of the Handbook . W hat importance do you place on each of them, for the Handbook to be more useful to you as a reference? Organization of information __ High

__ Medium __ Low Format and presentation __ High __ Medium __ Low Readability/legibility __ High __ Medium __ Low Having a subject index __ High __ Medium __ Low Other (specify: _________________________) __ High __ Medium __ Low Other (specify: _______ __________________) __ High __ Medium __ Low Other (specify: _________________________) __ High __ Medium __ Low Comments: ___________________________________________________ 14. How useful is the Participant Guide to you as a reference in doing your Title IV work? Please indicate your level of satisfaction or dissatisfaction: __ Extremely dissatisfied __ Dissatisfied __ Undecided __ Satisfied __ Extremely satisfied 14 a. If you answered “Extremely dissatisfied” or “Dissatisfied,” please tell us what it would take to improve the Participant Guide as a reference : _____________________________ 15. Consider the following aspects of the Participant Guide . W hat importance do you place on each of them, for the Guide to be more useful to you as a reference? Organization __ High __ Medium __ Low Format and presentation __ High __ Medium __ Low Readability/legibility __ High __ Medium __ Low Answers to exercises in the Guide __ High __ Medium __ Low More details in the slides __ High __ Medium __ Low Slides printed larger __ High __ Medium __ Low Space for your notes next to slides __ High __ Medium __ LowTables and figures to illustrate content __ High __ Medium __ Low

References to Handbook page numbers in slides __ High

_ _ Medium __ Low Other (specify: _________________________) __ High __ Medium __ Low Other (specify: _________________________) __ High __ Medium __ Low Other (specify: _________________________) __ High __ Medium __ Low Comments: _____________________

______________________________ 16. It has been suggested that the slides be integrated with the rest of the pages in the Participant Guide, so that the materials related to a specific slide come immediately after that slide. How useful would you find this?

__ Useless __ Not very useful __ Undecided __ Somewhat useful __ Extremely useful 17. Please indicate your level of agreement or disagreement with the following statement: “The workshop’

s hands-on demonstrations have helped me make effective use of the online resources and computerized systems.” __ Strongly disagree __ Disagree __ Undecided __ Agree __ Strongly agree 17 a. Comments: ___________________________________________________ 18. Please indicate your level of agreem ent or disagreement with the following statement: “I have been able to perform my job better because of what I learned in the workshop.” __ Strongly disagree __ Disagree __ Undecided __ Agree __ Strongly agree 18 a. Comme nts: ___________________________________________________ 19. Please indicate your level of agreement or disagreement with the following statement: “My coworkers have benefited from what I learned in the workshop.” __ Strongly disagree __ Disagree __ Undec ided __ Agree __ Strongly agree 19 a. Comments: __________________________________________ 20. Are there any Title IV issues that have arisen for you that the workshop did not address? __ Yes __ No If Yes, please explain: __

_________________________________________ 21. Is there anything we haven’t asked that you’d like to tell us about how the workshop is helping you do your job or how it can be improved?

______________________________________________

## Yo **u and Yo**  **ur School**

22. Wh at ki nd of school do you work for? **Four -** **year or above Two**  **- year**  **Less than two -** **year Public**  **Private, for -**  **profit Private, not** **- for** **- profit**  23. Wh at is your role in financial aid? __ CEO/owner __ Financial Aid Administrator __ Other (specify: ________) 24. How long had you been in financial aid when you attended the Chicago workshop? __ Less than 1 month __ 1 - 6 months __ 6 months to 1 year __ 1 -2 years __ 2 - 5 years __ more than 5 years 25. How does your school measure student progress? __ Credit hours __ Clock hou rs 26. Wh ich Title IV programs does your school offer? (Check all that apply.) __ Direct Stafford Subsidized Loans __ Direct Stafford Unsubsidized Loans __ Direct PLUS Loans __ FFEL Stafford Subsidized Loans __ FFEL Stafford Unsubsidized Loans __ FFEL PLUS Loans __ Pell Grants __ FSEOG __ W ork-study __ Perkins Loans __ ACG __ SMART GrantsWo uld you like us to call you to discuss your comments and ideas?

__ yes __ no If yes, please let us know where and when we may reach you: Telephone number: ______ - ______ -

_________ Best time(s) to call (check all that apply): __ 8am
- noon CST __ noon
- 5pm CST __ 5- 8pm CST __ after 8pm CST Thank you for your participation in the Fundamentals of Title IV Administration customer satisfaction survey! If you have any questions, please contact User Wo rks: Elizabeth Buie ebuie@userworks.com 301.431.0500