Federal Student Aid Customer Satisfaction Program Schools

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# U.S. Department of Education **2010 Additional Servicers Customer Survey** 

**School Personnel**
**(Items in BOLD are interviewer instructions, and are not intended to be read to the customer) (Items marked**  **i.e. or e.g. should only be read if respondent needs clar**  **ification)**

**Introduction (Do not read)** 
INTRO1. Hello, this is ____________________ calling from [data vendor] on behalf of the United

States Department of Education. May I please speak to **(name from list , refer to A**  **CS as “the Direct Loan Servicing Center”**  **)** ? **(If necessary: We’re conducting a voluntary**  **customer satisfaction survey and are trying to contact financial aid professionals who work with the**  **Direct Loan or previously with the Federal Family Education Loan**  **Program.)** 1 **(Named person is on the phone , continue at INTRO4)**  2 **(Named person is available, proceed at INTRO3**  **when respondent comes to phone)**  3 **(Named person is unavailable, schedule callback)** 4 **(Named person is no longer this number, use INTRO2**  **)** 5 Refused/Hung Up INTRO2. Is there another number at which I could reach him/her? **(If necessary: We’re conducting a**

**customer satisfaction survey and are trying to contact financial aid professionals who work with**  **Departm ent of**  **Education Loan Program s**  **.)** 1 **(Will provide new number) >>** Thank y ou and have a good day . (Contact new num ber) 2 **(Refused to provide new number)** >> Thank y ou and have a good day ! INTRO3. **(When respondent comes to phone)**

Hello, this is [interviewer na me] calling from [data vendor] on behalf of the United States Department of Education. **(Continue)**Federal Student Aid Customer Satisfaction Program Schools

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Septem ber, 20 10 2 2 INTRO4. The Department of Education is conducting this survey with financial aid professionals to me asure satisfaction with **[servicer from list]** in their servicing of Direct and previously disbursed FFEL loans purchased by the Department. . For this survey we are interested in speaking with financial aid professionals who work with **[servicer]** on matters relating to their servicing of these Department
- owned loans. Do es y our work involve [ **servicer’s]** servicing of yo ur students’ loans owned by the Department? 1. Yes **(go to Intro5)** 2. No **(go to Intro6)** 3. Don’t know
INTRO5. This interview will take less than 10 minutes. Your comments will remain strictly confidential. Is now a good tim e for us to speak? **(If necessary: this survey is authorized by Office of Ma**  **nagement and Budget Control No. XXXX -** **XXXX).** 1 Yes **( Skip to background questions)** 2 No **(When would be a more convenient time for you to complete this study?)**

IN TRO6. Is there someone else in y our office I could speak to specifically regarding their experiences with **[servicer]** servicing of the loans owned by the Department? **(capture name/number if yes; else thank and terminate).**  **Background Questions (Do not read)**  To begin I’d like to ask y ou a few questions about y our role and experiences with loan servicing adm inistration. BACK1 Wh at is your current job title? **(listen and code per below, confirm)**

1 Financial Aid Director 2 Associate Director of Financial Aid 3 Assistan t Director of Financial Aid 4 Loan Specialist 5 Counselor 6 Other (specify ) BACK2 How long have you been in your current position? **(listen and code per below)**

1 Less than 1 y ear 2 1 y ear to less than 5 y ears 3 5 y ears or more 4 Refused BACK3 Have you worked with [serv icer] prior to September 1, 2009?

1 Yes 2 No **(skip to BA CK4)**  BACK3.1 Did y ou work with them on lending issues, servicing issues, or other areas prior to September

1, 2009? **(select all that apply)** 1 Lending 2 Servicing 3 Other BACK3.2 How long had y ou worked with them on these issues prior to September 2009?

1 Less than 1 month 2 1 month to less than 3 monthsFederal Student Aid Customer Satisfaction Program Schools

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Septem ber, 20 10 3 3

3 3 months to less than 6 months 4 6 months to 1 y ear 5 More than 1 y ear BACK4 Do y ou work with loan servicers other than **[servicer]** ?

1 Yes 2 No **(skip to BA CK5)**  3 Don’t kno w **(skip to BA CK5)**  BACK4.1 How m any other servicers do y ou work with? **(capture number)** BACK5 How frequently do you interact with **[servicer]** on loan servicing issues in y our work? **(listen and code per below, clarify if needed)**  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 Now I’d like to ask y ou a series of questions about various aspects of y our interactions with **[s ervicer]**  . As we go through these questions, please consider your experiences with **[servicer]** only with regard to the servicing of Department of Education owned loans beginning September 1, 2009 ; please set aside any thoughts about **[servicer]** except those concerning their servicing of these loans.
**Customer Service (Do not read)**  CSERV1 Wh en was the last time you contacted (e.g., called, emailed, etc.) **[servicer]** about a

servicing issue? **(listen and code per below)** 1 I have never contacted [servicer] **(skip t o next section)**  2 Less than 1 month ago 3 One month to less than 3 months ago 4 Three months to less than 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)**
CSERV2 How did you contact them about this most recent issue? **(listen, code all that apply)**

1 Phone call 2 Em ail 3 Fax 4 Other **(specify)**
Please think about your experiences contacting **[servicer]** . On a scale from 1 to 10 where 1 is “poor” and 10 is “excellent”, please rate **[servicer]** on: CSERV3 Providing clear points of contact for inquiries CSERV4 Responsiveness to y our inquiries CSERV5 Their effectiveness in resolvi ng issues CSERV6 The courtesy of their staff CSERV7 Their staff’s knowledge CSERV8 Their follow
- through to issue resolutionFederal Student Aid Customer Satisfaction Program Schools

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Septem ber, 20 10 4 4 **Web Site (Do not read)**  WE BSCR Does **[servicer]** provide a website for you to access information about their processes or

other general loan servicing info rmation? 1 Yes 2 No **(skip to next section)** 3 Don’t know **(skip to next section)** WE BSL Does **[servicer]** ’s website provide access to student/loan
- level data?

1 Yes 2 No 3 Don’t know
WE B1. Wh en was the last time you accessed **[servicer]** ’s website? **(listen and code per bel ow)** 

1 I have never accessed the web page **(skip to next section)** 2 Less than 1 month ago 3 One month to less than 3 months ago 4 Three months to less than 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)** 7 Don’t Know **(skip to next section)** 8 Refused **(skip to next section)** Think about the web site they provide. On a scale from 1 to 10, where “1” means “poor” and “ 10” means “excellent”, how would you rate the... WE B2. Ease of logging into the site WE B3. Clarity

of the web site organization WE B4. Ease of navigating the web site WE B5. Accuracy

of information provided on the web site WE B6. Your ability to find the information y ou needed on the site WE B7. Usefulness of the tools on the web site WE B8. **(IF A NY WEB2** 
**– WEB7 < 7)**  Wh at could **[servicer]** do to im prove their website? **(capture**

**open end) Information/Communications**  **(Do not read)** INFOTYPE Please think about any information y ou receive from **[service r]**  regarding loan servicing. W hat mo de of communication does **[servicer]** use to communicate this information to y ou? **(listen and code all that apply)**  1 Phone 2 Em ail 3 Mail 4 Text message 5 Online chat Now please think about any communications or information y ou rec eive from **[servicer]** regarding loan servicing. On the same 1 to 10 scale please rate the information y ou receive on: INFO1 Usefulness INFO2 ClarityFederal Student Aid Customer Satisfaction Program Schools

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Septem ber, 20 10 5 5 INFO3 Convenience of the format INFO4 Timeliness **Systems/Tools (Do not read)**  Think about the systems or tools y ou use in y our Fede ral loan work with **[servicer]** . On a scale from 1 to 10, where “1” means “poor” and “10” means “excellent”, how would you rate their systems on... SYS1 Reliability

(i.e., the percentage of the time “up and running”) SYS2 Ease of submitting information SYS3 Ease of retrievi ng information y ou need SYS4 Clarity

of instructions/documentation SYS5 Flexibility SYS6 Your level of comfort using the system/tools SYS7 Reporting capabilities SYS8 Have you had any formal training from **[servicer]** on how to use their systems and tools for loan servicin g? 1 Yes 2 No **(skip to next section)** SYS9 Wh at kind of training did you receive? **(listen and code per below)**

1 In
- person seminar/group training session 2 One
- on - one training with **[servicer]** representative 3 Internet
- based self
- guided training 4 We binar or facilitate d on
- line training (e.g., via W ebEx, GoToMeeting, etc.) 5 Videotape or DVD 6 Other **(specify)** SYS10 On the 1 to 10 scale, please rate the usefulness of the training you received. SYS11 **(IF A NY SYS1**  **- SYS7,SYS10 <7)**  Wh at could **[servicer]** do to im prove their sys tems, tools or

training? **(capture open end) Working Relationship**  **(Do not read)** Now please think more generally about **[servicer]** ’s performance with respect to loan servicing. On the 1 to 10 scale, please rate **[servicer]** on: RELA1 Their responsiveness to the needs of financial aid professionals such as y ourself RELA2 The service and support they provide to students with loans in servicing RELA3 Their receptiveness to input and suggestions for improvements RELA4 Providing innovative tools and approaches to servicing loansFederal Student Aid Customer Satisfaction Program Schools

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Septem ber, 20 10 6 6 **ACSI Ben chmark Questions**  **(Do not read)** Now please think about your interactions with **[servicer]** regarding servicing of Loans owned by the Department 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 expectations" 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 l oans would be like for you.

How well do 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" me ans "very close to the ideal."
**Outcome Measures (Do not read)**  COMP1. In the past three months, have you complained to **[servicer]** about any aspect of their servicing of Department
- owned l oans? 1 Yes 2 No 8 Don’t know 9 Refused COMP2. **(IF COMP1=1)** Wh at was the natu re of your complaint? **(capture open end)** COMP3. Wa s the issue resolved to your satisfaction? **(IF COMP1=1)**

1 Yes 2 No 9 Resolution still pending COMP4. In the past three months, have you complained to the U.S. Department of Education about

any aspect of **[servicer]** ’s pe rformance servicing l oans? 1 Yes 2 No 8 Don’t know 9 Refused COMP5. **(IF COMP4 =1)** Wh at was the nature of your complaint? **(capture open end)** COMP6. Wa s the complaint resolved to your satisfaction? **(IF COMP4=1)**

1 Yes 2 No 9 Resolution still pending
**Closing (Do not read)**  CLOSE1. In your own words, what could [servicer] do to improve their processes or practices for

servicing l oans? **(enter verbatim response)** That’s all the questions I have for you. Thank y ou for your time, and have a good day

.Federal Student Aid Customer Satisfaction Program Schools

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. The time required to complete this information collection is estimated to average 10 minutes per response, including the time to review instructions, search existing data resources, gather the data needed and complete and review the information collectio n. **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 individual**  **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

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