Department of Education Customer Satisfaction Program Schools Partners 2011

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January 2011 1 1 

# U.S. Department of Education **School s**  **Partners Survey Script below presumes an online survey with any desired segmentation data provided in the**  **sample list. Introduction**  The U.S. Department of Education, Federal Student Aid seeks to continuously im prove its interactions with its value d business partners in the schools community in the adm inistration of Title IV programs. To that end we are conducting a brief survey to assess our performance and provide y ou with an opportunity to share any

ideas or feedba ck y ou may have to help us better serve you. This survey should take y ou approximately

5 minutes to complete. The survey

is conducted by

the CFI Group, a Michigan
- based consulting company and is hosted on their secure servers. Please click the “Next” b utton below to begin the survey

. **Rating Questions**  Please think about y our experiences interacting with FSA in the Title IV administration process **in the past three months**  , and rate the following item s using a scale of 1
- 10 with 1 being “ poor ” and 10 being
“ excellent

. ” If a question does not apply to your recent experiences with FSA , please click “Not Applicable/Did not use” : EDEXP The ease of using EDExpress FAAAC The ease of using FAA Access COD The ease of using Common Origination and Disbursement (C OD) systems NSLDS The ease of using National Student Loan Data systems ASSIST The assistance y ou received from FSA or one of its vendors when y ou last called or contacted

us for help regarding a system or process WH OLAST **[if answered A SSIST]**  Wh o did y ou last call for assistance?

1 18004 FEDAID 2 COD School Relations Center 3 Loan Servicing 4 NSLDS Customer Care Center 5 FSA Research and Customer Care 6 FSA staff member 7 Other **(specify)** TRAIN T he knowledge y ou acquired from attending y our last FSA Training Session O VRASST The quality of assistance y ou received from FSA to address y our last eligibility or oversight issue OVRFAIR **[If answered OVRA** **SST ]**  Extent to which you believe y our eligibility or oversight issue was resolved in a transparent and fair manner ( i.e, con sis tent with Title IV Regulations) IFAPCOM The usefulness of FSA provided communications on IFAP CALLW HO Extent to which you are clear about who to call if y ou are having a p roblemDepartment of Education Customer Satisfaction Program Schools Partners 2011

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January 2011 2 2 EASEBUS The overall ease of doing bu siness with Federal Student Aid

**Clo sing**  CLOSE 1

. Finally , what is the m ost urgent improvement y ou would like FSA to make in the Title IV

adm inistration process? **(enter verbatim response)** Thank y ou again for y our time. To complete the survey and submit the results, please hit the “Finish” b utton below. Have a good day ! **Public Burden Statement:** According to the Paperwork Reduction Act of 1995, no persons are required to respond to a collection of information unless su ch collection displays a valid OMB control number. Public reporting burd en for this collection of information is estimated to average 3 minutes per response, including time for reviewing instructions, searching existing data sources, gathering and maintaining t he data needed, and completing and reviewing the collection of info rmation. The obligation to respond to this collection is voluntary. Send comments regarding the burden estimate or any other aspect of this collection of information, including suggestions for reduc ing this burden, to the U.S. Department of Education, 830 First Street NE, Mailstop 5302; Wa shington, DC 20202 or email ICDocketMgr@ed.gov and reference the OMB Control Number 1845
- 0045 (04483) . Note: Please do not return the completed Ease of Doing Business with FSA
- Sc hool Partners Quarterly Customer Service Satisfaction Survey to this address.