Form SBA FORM 2313 FOC SBA FORM 2313 FOC Customer Questionnaire Field Operations Center (F0C)

OMB control # 3254 _____

Expiration Date:

Customer Questionnaire

Field Operations Center (FOC)

When the QA Monitor contacts the customer, he would use the following script:

Good morning/afternoon, my name is ___________________. I’m calling from the US Small Business Administration Disaster Assistance Customer Service Center. I understand that you recently visited the Field Operations Center. Do you have 5 minutes to answer a few questions regarding your experience? Your responses are voluntary; however, your responses would help us evaluate whether we are meeting the needs of the public. You also do not have to respond if this survey is not approved by the U.S. Office of Management and Budget (OMB). The OMB approval # of this survey is 3245_____, it expires on____.

If No:

Thank you anyway, and please don’t hesitate to call us again if you have any questions or concerns. Goodbye. (Wait for the customer to hang up)

If Yes:

Thank you. We have just 6 questions, so we shouldn’t keep you long… (Pause for a second and then ask the first question).

	Answer Weight	Answer Type
Once you arrived at the SBA table, were you assisted promptly by an SBA representative?	4.0	Y/N
Was the agent courteous?	6.0	Y/N
Was the SBA Representative professional and sympathetic to your situation?	5.0	Y/N
Did the agent explain how SBA may be able to assist you in your disaster recovery/	6.0	Y/N
On a scale of 1 to 5, with 1 being the lowest level and 5 being the highest level possible…
Did the agent appear to be knowledgeable about the subject matter?	1.0 – 5.0	1-5 Scale
How would you rate your experience with the SBA staff at the center?	2.0 - 10.0	1-5 Scale
One open ended question giving our customer an opportunity to provide comments:
Is there anything further I can help you with? (If the answer is positive the QA monitor will assist the customer)	Not rated	N/A

Upon completion of the questionnaire:

Thank you, and please don’t hesitate to call us again if you have any questions or concerns. Goodbye. (Wait for the customer to hang up)

SBA Form __2313A____ (2009)