355 SBA ODA Custom 355 SBA ODA Customer Satisfaction Survey 2010

FINAL VERSION 2010

A merican Customer Satisfaction Index Small Business Administration Survey

Introduction

PROG. NOTE: Move in CONTACT NAME from sample

[CONTACT NAME]: CONTNAME FROM SAMPLE

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PROG. NOTE: Move in SAMPLE TYPE from sample

[SAMPLE TYPE]: ACTION FROM SAMPLE

1=A (Approved)

2=D (Declined)

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May I speak with (RESTORE CONTACT NAME)?

Hello. The Small Business Administration program has hired my company, [Data Collection Company], to call on their behalf to conduct a brief survey about their low-interest disaster assistance loan program. The purpose of this survey is to provide SBA with feedback from their customers to assist them in improving customer service. Your answers are voluntary and we will not ask any questions about confidential information. If at any time you do not feel comfortable answering a question, please say so. Your responses will be held completely confidential, and you will never be identified by name. This interview is authorized by the Office of Management and Budget Control No. 1090-0007. This interview will take approximately 10 – 15 minutes.

Screener

(IF RESPONDENT IS ON THE PHONE, ENTER “1” WITHOUT READING QA AND CONTINUE. IF NOT, REREAD INTRO IF NECESSARY.)

QA.     May I speak with the person, or one of the persons, who recently applied for a low-interest disaster assistance loan through the Small Business Administration’s Disaster Assistance Program?

         

1. Yes (Continue)

2. Yes, but not available now (Schedule callback)

3. No (Terminate)

4. Reread intro

DK (Terminate)

REF (Terminate)

PROG. NOTE: If “4” is selected, restore intro

Application Process

Now, let’s think about the application process required after you received a disaster loan application to complete from the SBA’s Disaster Assistance Program…. On a scale from “1” to “10,” where “1” is “poor” and “10” is “excellent,” please rate the following:

Q1. SBA making it clear to you what information was required from you for completing the application

Q2. Clarity of application instructions

Q3. Ease of attaining the information required to fill out the application

Q4. The ease of filling out the loan application paperwork

Q5. Amount of paperwork required to complete the loan application

Q6. Clarity of the terms of the loan program

Customer Service Center

Q7. During the process were you in contact with the SBA customer service center?

1. Yes

2. No (skip to next section Q13 ‘Recovery Center’)

And thinking about the customer service you received from the SBA’s personnel… On a scale from “1” to “10,” where “1” is “poor” and “10” is “excellent,” please rate the following:

Q8. Availability of customer service personnel

Q9. Professionalism of customer service personnel

Q10. Knowledge of customer service personnel

Q11. Helpfulness of customer service personnel

Q12. Ability to answer your questions or if needed to direct you to the correct SBA representative to assist you

Recovery Center

Q13. Did you visit a local disaster recovery center?

1. Yes

2. No (skip to next section Q20 ‘Inspection Process’)

And thinking about your recovery center experience on a scale from “1” to “10,” where “1” is “poor” and “10” is “excellent,” please rate the following:

Q14. Ease of finding location

Q15. Hours of operation being convenient

Q16. Availability of SBA staff

Q17. Professionalism of SBA staff

Q18. Knowledge of SBA staff

Q19. Helpfulness of SBA staff

Inspection Process

Q20. Did a SBA Field Inspector come to your property to estimate the cost to repair your lost, damaged or destroyed property?

1. Yes

2. No (skip to the next section INTRO TO Q29. ‘Decision Process’)

Q21. Did you or your representative meet with the Inspector on site?

1. Yes

2. No (skip to the next section INTRO TO Q29. ‘Decision Process’)

In recalling the on site meeting with the Inspector on a scale of “1” to “10” where “1” is “poor” and “10” is “excellent”, please rate the following:

Q22. Introduction of visit

Q23. Clear explanation of visit inspection purpose

Q24. Responsiveness to questions

Q25. Program knowledge

Q26. Courteousness

Q27. Professionalism

Q28. Explanation of next steps

Decision Process

Now, let’s think about the decision process from SBA’s Disaster Assistance Program…. On a scale from “1” to “10,” where “1” is “poor” and “10” is “excellent,” please rate the following:

Q29. The timeliness of the decision

Q30. Fairness of the decision based on requirements

Loan Closing

Q31. Did you receive a loan closing package? (Satisfaction may be impacted by how the loan was closed - in a SBA Center with SBA staff , or by mail, if by mail did they obtain assistance by phone?)

1. Yes

2. No (skip to next section INTRO TO Q37 ‘ACSI Benchmark Questions’)

Now, let’s think about the loan closing package you received. On a scale from “1” to “10,” where “1” is “poor” and “10” is “excellent,” please rate the following:

Q32. Clarity of information in package about closing process

Q33. Ease of following the required steps to close

Q34. Timeliness of receiving loan funds AFTER the closing was complete

Q35. How was your loan closed?

1. SBA Center with SBA staff (skip to next section INTRO TO Q37 ‘ACSI Benchmark Questions’)

2. Mail

3. Other

Q36. Did you obtain assistance by phone during the closing process?

1. Yes

2. No

ACSI Benchmark Questions

Satisfaction includes many things. Let’s move on and talk about your overall satisfaction with the SBA’s Disaster Assistance Program loan application process.

Q37. First, please consider all your experiences to date with the SBA loan application process. Using a 10-point scale on which “1” means “very dissatisfied” and “10” means “very satisfied,” how satisfied are you with the SBA loan application process?

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Q38. Considering all your expectations, to what extent has the SBA’s loan application process fallen short of or exceeded your expectations? Using a 10-point scale on which “1” now means “falls short of your expectations” and “10” means “exceeds your expectations,” to what extent has the SBA loan application process fallen short of or exceeded your expectations?

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Q39. Forget the SBA loan application process for a moment. Now, I want you to imagine an ideal process that offers low-interest loans for disaster recovery assistance. (PAUSE) How well do you think the SBA loan application process compares with that ideal? Please use a 10-point scale on which “1” means “not very close to the ideal” and “10” means “very close to the ideal.”

Complaints

Next, I want to think about any communication you may have had over the past year regarding complaints about your experience with the SBA’s Disaster Assistance Program loan application process.

Q40. Have you complained to the SBA about the loan application process within the past year?

1. Yes

2. No (skip to next section Q43)

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Q41. How well, or poorly, was your most recent complaint handled? Using a 10-point scale on which “1” means “handled very poorly” and “10” means “handled very well,” how would you rate the handling of your complaint?

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Q42. How difficult or easy was it to make your most recent complaint? Using a 10-point scale on which “1” means “very difficult” and “10” means “very easy,” how difficult or easy was it to make a complaint?

Confidence

Q43. How confident are you that the SBA’s Disaster Assistance Program will do a good job in the future providing low-interest disaster recovery loans? Using a 10-point scale on which “1” means “not at all confident” and “10” means “very confident,” how confident are you that SBA will do a good job in the future?

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Q44. If asked, how willing would you be to say positive things about the job the SBA’s Disaster Assistance Program is doing in issuing low-interest loans? Using a 10-point scale on which “1” means “not at all willing” and “10” means “very willing,” how willing would you be to say positive things about the SBA?

Custom Questions

{IF SAMPLE TYPE=1 ASK INTRO TO QD1; OTHERWISE GO TO QD4A}

Now, we need to ask you a few questions about the loan process and the type of loan you received…

QD1. SBA may also provide hazard mitigation loan funds (Note that mitigation funds are only for those eligible for a Physical loan) so you may need to determine that first). These funds may be used to make improvements to your property to prevent similar future damage. Included with your loan from SBA, did you receive funds for hazard mitigation? 

1. Yes

2. No

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{IF QD1 = 2, ASK QD1A; OTHERWISE GO TO QD2}

QD1A. Why didn’t you receive hazard mitigation loan funding?

1. Was not told/did not know about mitigation funding

2. Did not want to borrow additional money

3. Mitigation project desired was not eligible

4. Mitigation funds allowed were not sufficient to complete project

5. Other reason

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QD2. SBA’s Disaster Assistance Program provides loans to various disaster victims. What type of loan did you receive from SBA? (READ CODES 1-4; ACCEPT UP TO FOUR MENTIONS)

1. Personal Property Replacement Loan (Renter)

2. Personal or Real Property Replacement Loan (Homeowner)

3. Physical Disaster Loan (Business Owner)

4. Economic Injury Loan (Business Owner)

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{IF QD2 = 1, ASK QD2A; OTHERWISE GO TO FILTER BEFORE QD2B}

QD2A. Were you able to replace your disaster-damaged personal property within six months after you received all your loan proceeds?

1. Yes

2. No

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{IF QD2 = 2, ASK QD2B; OTHERWISE GO TO FILTER BEFORE QD2C}

QD2B. Were you able to repair your disaster-damaged home or replace your disaster- damaged personal property within six months after you received all your loan proceeds?

1. Yes

2. No

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{IF QD2 = 3, ASK QD2C; OTHERWISE GO TO FILTER BEFORE QD2D}

QD2C. As a recipient of a physical disaster loan for your business, were you able to repair or replace your disaster-damaged property within six months after you received all your loan proceeds?

1. Yes

2. No

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{IF QD2 = 4, ASK QD2D; OTHERWISE GO TO QD4A}

QD2D. As a recipient of an economic injury loan, was your business in operation within six months after you received all your loan proceeds?

1. Yes

2. No

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QD4A. Did you apply for assistance due to Hurricane Katrina?

1. Yes

2. No

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QD4B. Did you apply for assistance due to Hurricane Rita?

1. Yes

2. No

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QD4C. Did you apply for assistance due to Hurricane Wilma?

1. Yes

2. No

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QD5A. Could you please tell me the name of your city?

[OPEN END]

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QD5B. May I please have your zip code?

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Thank you for your time today. The Small Business Administration would like to thank you for your feedback and will use it to improve its services. Have a good day.