# Federal Student Aid

**20 10**  **FAFSA on the Web Tracker**

**Questionnaire Note: Items in BOLD will not be seen by respondent**  **Introduction** You have received this survey as part of an initiative the United States Department of Education Federal Student Aid has un dertaken to improve its customers’ satisfaction. Federal Student Aid is committed to continuous improvement and would like to ask y ou a few questions about y our experience using the FAFSA on the W eb site. The survey

will take approximately 10 minutes to complete. CFI Group, an independent research and consulting firm, is conducting this survey which is authorized by the U.S. Office of Management and Budget, Control No. 1845
- 0045

. It is hosted via a secure server and your responses will remain strictly co nfidential and anony mo us. If you have any questions, please contact survey @m ail.cfigroup.com

. Thank y ou in advance for your valuable feedback. Please click on “next” to begin. **Home Page** All questions on this survey pertain to FAFSA on the W eb. All survey questions require an answer in order to proceed. Please select 'Don't Know' if you are unsure of an answer. Please think about the FAFSA on the W eb home page. This is the first page y ou see when y ou go to FAFSA on the W eb. On a scale from 1 to 10, where “1” means “poor” and “10” means “excellent”, how would y ou rate... HOME1. The ease of reading the home page HOME2. The clarity

of the home page’s organization HOME3. Your ability to find what you needed HOME4. The ease of navigating to the right place
**FAFSA Form** Now think about y our experience filling out the application online. On a scale from 1 to 10, where “1” me ans “poor” and “10” means “excellent”, how would y ou rate... FORM1. The clarity

of the instructions for filling out the applicat ion FORM2. The clarity

of the questions FORM3. The ease of navigating through the application pages FORM4. The ease of providing financial information FORM5. Your ability to save and retrieve your application FORM6. The clarity

of the instructions for submitting the application FORM7. The usefuln ess of the information on the confirmation pageFORM8. On average, how much time did y ou spen d preparing to complete the FAFSA on the W eb (Gathering documents like drivers license, bank statement s , tax forms, etc.) a. 0

– 15 minutes b. 16

– 30 minutes c. 30

– 60 minutes d. O ver 60 minutes

**Help** WO RK1 Wh ich of the following worksheets did y ou use prior to filling out the application online?

1 FAFSA on the W eb W orksheet 2 Dependency

Status W orksheet 3 Both worksheets 4 None of the above **(skip to HELP0)**
WO RK3 **(IF Work1=1 o r 3)**  Using the 1 to 10 scale where “1” now means “not at all helpful” and “10”

me ans “very

helpful”, how helpful was it to y ou to fill out FAFSA on the W eb W orksheet prior to completing the application online? WO RK4 **(IF Work1=2 or 3)** Using the 1 to 10 sc ale where “1” is “not at all helpful” and “10” is “very

helpful”, how helpful was it to y ou to fill out the Dependency Status W orksheet prior to completing the application online? Please think about the ways y ou could get help filling out the application online. These include online Frequently

Asked Questions (FAQs) and help text; the 1
- 800 number, and the online Live Help.
HELP0. Wh en y ou filled out the application, which of the following ty pes of help did y ou acces s? (select any

that apply ) 1 Online F AQs 2 Help text (i.e., the text you could reach for help on specific questions by clicking the “Need Help?” button at the bottom of each page) 3 1
- 800 customer service number 4 Online Live Help for customer service 5 None of the above **(skip to PINA P1)**  GHELP1 On a scale from 1 to 10, where “1” means “poor” and “10” means “excellent”, please rate

FAFSA on the W eb on the variety of the options for getting help. **(If HELP0=1, 2, 3, or 4)** Now, please consider the help y ou received. On a scale of 1 to 10, where “1” me a ns “poor” and “10” means “excellent”, how would you rate... HELP1. How informative the help was HELP2. The clarity

of the information y ou received HELP3. **(If HELP0=3 or 4)** The time it took to answer y our question HELP4. **(If HELP0=3 or 4)** Courtesy of the representative who helped y ou HELP5. **( If HELP0=3 or 4)**  Hours of operation to contact live customer service help (either the 1
- 800

num ber or online Live Help)HELP6. **(If HELP0=3 or 4)** We re y our questions resolved on y our first contact with customer service? 1 Yes **(skip to PINA P1)**  2 No HELP7. **(If HELP6= 2)**  Wh at were the unresolved issues? **(capture verbatim) PIN Application**  Please think about the way you obtained and used a Federal Student Aid PIN to electronically sign applications and to access other Federal Student Aid web sites. PINAP1. Wh ile y ou wer e filling out your application online, did you apply for or request a duplicate PIN? (select only

one) 1 Yes, I applied for a new PIN 2 Yes, I requested a duplicate PIN 3 No, I already

have a PIN **(skip to PINUSE1)** 4 No, I chose not to apply for a PIN **(skip to AC**  **SI1)** Think about the PIN application process. On a scale of 1 to 10, where “1” means “poor” and “10” means “excellent”, how would you rate... PINAP2. The ease of obtaining the PIN PINAP3. The turnaround time for receiving the PIN **PIN Usage** PINUSE1. Did y ou use a PIN to sign y our application electronically ?

1 Yes 2 No **(skip to A CSI1)**  On a scale from 1 to 10, where “1” means “poor” and “10” means “excellent”, please rate... PINUSE2. The ease of using the electronic signature process PINUSE3. The ease of having y our parents sign electronic ally PINUSE4. The ease of using y our PIN to access your application information online
**ACSI Benchmark Questions** ACSI1. Using a 10
- point scale on which “1” means “very dissatisfied” and 10 means “very satisfied”, how satisfied are you with the FAFSA on the W eb process? ACSI2. Us ing a 10
- point scale on which "1" now m eans "falls short of y our expectations" and "10"

me ans "exceeds y our expectations," to what extent did the FAFSA on the W eb meet y our expectations? ACSI3. Imagine the ideal website for apply ing for federal student aid. How well do y ou think FAFSA

on the W eb compares with the ideal y ou just imagined? Please use a 10
- point scale on which "1" m eans "not very

close to the ideal," and "10" means "very close to the ideal." ACSI4. How could the FAFSA web site better meet your expectation s? **(capture verbatim response) Outcome Measures** 

CONF1. Using a scale of 1 to 10 where “1” means “not at all confident” and “10” means “completely

confident”, how confident are you that your information on the W eb site is secure and that it was successfully

submi tted? REPT1. Using a scale of 1 to 10 where “1” means “not at all likely ” and “10” means “very likely ”, how likely would you be to use the W eb site to apply for federal student aid in the future? EXPE1. Have y ou applied for federal student aid before?

1 Y es 2 No **(skip to OUTR1)** EXPE2. How did this experience compare to the last time y ou completed y our application?

1 This was easier 2 It was the same 3 This was more difficult COMP1. In the past six months, have y ou registered a complaint with Federal Studen t Aid about the

FAFSA application process? 1 Yes 2 No **Closing**
OUTR1 Wh ere did y ou find out about FAFSA on the W eb? (select only one) 1 High School counselor /College/University 2 Family me mb er or friend 3 Public library 4 Outreach/publications/college fairs/career day 5 Federal Student Aid Publications or We b site (please specify ) 6 Advertisements on television, radio, public transporta tion or at the movies. 7 Other (please specify ) 8 Don’t Know CLOSE1 In your own words, what could Federal Student Aid do to improve FAFSA on the W eb? **(capture verbatim response)** Thank y ou for y our time. Federal Student Aid sincerely appreciates yo ur input. Have a great day !