Federal Student Aid Customer Satisfaction Program FSA/Partners

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Septem ber 2010 1 1



# U.S. Department of Education **2 010**  **Additional Servicers Customer Survey**

**FSA and Partners Personnel (Items in BOLD are programming instructions. Batteries of scaled items to be rotated unless**  **otherwise noted with exception of A CSI benchmark questions. “Do**  **n’t know” option will be allowed on all items except for A**  **CSI benchmark questions) NOTE: ITEMS TO BE CA**  **PTURED FROM SA MP**  **LE LIST**
 **FSA –**  **Business Operations vs. Technical A reas**   **FSA /Partner role/department** 
 **Job Title**  **Organization Introduction**  **(Do not display) T**  **his survey is on behalf of the United States Department of Education Office of Federal Student Ai**  **d and is part of an initiative we have undertaken to improve satisfaction with the services provided by**  **AC S and**  **the additional Title IV**  **servicers we engaged to service the FFEL loans**  **purchased by the Department of Education in 2009. This survey**  **is voluntary and will be conducted on a quarterly basis. In each quarter we will be**  **asking you to provide feedback on one of the servicers in the program. For this qua rter’s survey,**  **we'd like you to rate your interactions and evaluations of the personnel, systems and processes of [servicer]**  **only with regard to the management/servicing of the loans**  **owned by the Department since**  **September 1, 2009. The survey will take les s than 7 minutes. This**  **is a voluntary survey is**  **authorized by the U.S. Office of Management and Budget Control No. 1845**  **- 0045** 
**. There are no**  **assurances of confidentiality. Background Questions**  **(Do not display)** We ’ll begin with a few questions about your rol e and experiences with loan servicing administration. BACK1 How long have y ou been in your current position?

1 Less than 1 y ear 2 1 y ear to less than 5 y ears 3 5 y ears or more BACK2 How long have y ou interacted with **[servicer]** in y our day
- to
- day work on any

a spect of Title IV lending or loan servicing? 1 Less than 1 month 2 1 month to less than 3 months 3 3 months to less than 6 months 4 6 months to 1 y ear 5 More than 1 y earFederal Student Aid Customer Satisfaction Program FSA/Partners

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Septem ber 2010 2 2 BACK3 How frequently do you interact with **[servicer]** specifically on loan servicing issues in y our work? 1 Daily 2 Less than daily

but at least once per week 3 Less than once per week but at least once per month 4 Less than once per month but several times per y ear 5 Only a few times per y ear or less **Statement on Survey Frame of Reference (Do not displa**  **y) (Display following on its own webpage)**  Following are a series of questions about various aspects of your interactions with and evaluations of **[servicer]** . As you go through these questions, please consider your experiences with **[servicer]** only with regar d to the servicing of loans owned by the Department of Education, either Direct loans or FFEL loans purchased by

the Department of Education f since Septem ber 1, 2009. Please set aside any other dealings, past or present, you may have with **[servicer]. Sys**  **tems/Tools (Do not display)**  SYS1 In your work with **[servicer]** involving their servicing of ED
- owned loans, do y ou interface

directly with their data systems (e.g., via Internet
- based or other electronic systems)? 1 Yes 2 No **(skip to next section)** On a scale from 1 to 10, where “1” means “poor” and “10” means “excellent”, how would y ou rate their systems on... SYS1 Reliability

(i.e., the percentage of the time “up and running”) SYS2 Ease of use SYS3 Clarity

of instructions/documentation SYS4 Flexibility

(i.e., ability

to accommo date changes in requirements) SYS5 Being up
- do
- date (e.g., incorporating updates driven by legislative requirem ents) **Work Product (Do not display)**  PROD1 Do y ou receive any routine work product, report or other **[servicer]** generated deliverables associated with their servicing of ED owned loans , including such things as data transfers and summaries of their database information? 1 Yes 2 No **(skip to next section)** On the same 1 to 10 scale please rate **[servicer]** on: PROD2 Timeliness PROD3 Completeness PROD4 Accuracy PROD5 Consistency in m e eting requirements PROD6 Correction of errors PROD7 Ability

to accommodate changes in systems or requirements **PROD8 (IF A**  **NY PROD2 -**  **PROD7 < 7)** How could **[servicer]** im prove their work products? **(capture open end)**Federal Student Aid Customer Satisfaction Program FSA/Partners

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Septem ber 2010 3 3 **Information/Communications (Do not display)**  Please think abou t any

other occasional communications, information or updates y ou or your team receive from **[servicer]** regarding their servicing of the ED
- owned loans. On a scale from 1 to 10 where 1 is “poor” and 10 is “excellent”, please rate the information you receive on: INFO1 Usefulness INFO2 Clarity INFO3 Convenience of the format INFO4 Timeliness INFO5 **(IF A NY INFO1**  **- INFO4 <7)**  How could **[servicer]** im prove their communications to y ou?

**(capture open end)**

**Direct Interactions with Servicer Staff (Do not display)**  DI1 Wh en was the last time yo u contacted **[servicer]** about a servicing issue for the ED
- owned

loans (e.g., called on phone, emailed, etc.)? 1 I have never directly contacted **[servicer] (skip to next section)**  2 Less than 1 month ago 3 One month to less than 3 months ago 4 Three months to less t han 6 months ago **(skip to next section –**  **will remove this skip in 3/2010)**  5 Six months to less than 1 y ear ago **(skip to next section –**  **will remove this skip in 6/2010)**  6 More than one y ear ago **(skip to next section)** 8 Don’t Know **(skip to next section)** 9 Refused **(skip to next section)** DI2 How did y ou contact them about the last issue y ou wanted to raise with them ? Choose all that

apply

. 1 Phone call 2 Em ail 3 Fax 4 Other **(specify)** DI3 Wh at was the nature of the issue you contacted them about? **(capture open end)** Please think about y our experiences contacting **[servicer]** . On a scale from 1 to 10 where 1 is “poor” and 10 is “excellent”, please rate **[servicer]** on: DI4 Providing clear points of contact for inquiries DI5 Responsiveness to y our inquiries DI6 Their effectiveness in resolvi ng issues DI7 The courtesy of their staff DI8 Their staff’s knowledge DI9 Their follow
- through to issue resolution DI10 **(IF A NY DI4**  **- DI9 <7)**  How could **[servicer]** better support FSA, schools and borrowers in

resolving issues that arise with servicing the ED
- purchased FFEL loans? **(capture open -**  **end)**Federal Student Aid Customer Satisfaction Program FSA/Partners

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Septem ber 2010 4 4 **Working Relationship with FSA (Do not display)**  Now please think more generally about your working relationship with **[servicer]** with respect to loan servicing. On the 1 to 10 scale, please rate **[servicer]** on: RELA1 Their receptive ness to input and suggestions for improvements RELA2 Providing innovative tools and approaches to servicing FFEL loans RELA3 Productivity of meetings RELA4 Partnering with you to overcome challenges RELA5 Their responsiveness to urgent/extraordinary requests RELOPN **(If any of R ELA**  **1 -**  **RELA 5 rated less than 7)**  Wh at specifically could **[servicer]** im prove to develop a better working relationship with FSA in y our view? **ACSI Benchmark Questions (Do not display)**  Now please think about your interactions with **[servicer]** regarding servicing of ED
- owned l oans only

. ACSI1. Using a 10
- point scale on which “1” means “very dissatisfied” and 10 means “very satisfied”, how satisfied are you with your experiences with **[servicer]** ? ACSI2. Using a 10
- point scale on which "1" now m eans "falls short of y our expectati ons" and "10"

me ans "exceeds y our expectations," to what extent has **[servicer]** fallen short of or exceeded yo ur expectations? ACSI3. Imagine what an ideal interaction with an organization servicing Federal Family Education Loans would be like for y ou. How well d o y ou think y our interactions with **[servicer]** compare with that ideal? Please use a 10
- point scale on which "1" m eans "not very close to the ideal," and "10" m eans "very

close to the ideal."
**Outcome Measures (Do not display)**  COMP1 In the past three months , have you had to escalate or formally address a complaint about any aspect of **[servicer]** ’s performance servicing ED
- owned loans? 1 Yes 2 No **(skip to Closing)** COMP2 Wh at was the nature of the complaint? **(capture open end)**
**Closing (Do not display)**  CLOSE1. In your ow n words, what could **[servicer]** do to im prove their processes or practices for

servicing the ED
- owned l oans ? **(enter verbatim response)** This completes our survey . Thank y ou for y our time, and have a good day

.Federal Student Aid Customer Satisfaction Program FSA/Partners

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Septem ber 2010 5 5 

### 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 display s a valid OMB control number. The valid OMB control number for this voluntary i nformation collection is 1845

- 0045. The time required to complete this information collection is estimated to average 7 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 individ**  **ual 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.