OIG 2011-01 OIG Customer Survey

Generic Clearance for the Collection of Qualitative Feedback on the Export Import Bank of the United States (Ex-Im Bank) Service Delivery

Revised Customer Survey 9 14

Ex-Im Bank Customer Survey On Operational Efficiency

OMB: 3048-0036

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Export-Import Bank of the United States

Customer Survey on Operational Efficiency


As a Federal Agency, the U.S. Export Import Bank, (“Ex-Im Bank”) is determined to streamline service delivery and to improve the experience of its customers. To this end, we have constructed a brief survey that addresses operational efficiency. We estimate that 10-15 minutes will be required to complete the survey. We value your feedback as to our performance and the areas of improvement. On behalf of Ex-Im Bank, we would like to thank you for your participation in this customer survey and look forward to your responses.



What is the size of your company?

  • 1-100 employees ____

  • 101-250 employees ____

  • 251-500 employees ____

  • More than 500 employees ____

Comment:
__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________



In which business sector(s) is your company active? Please select all that apply.

  • Agriculture and Fishing ____

  • Basic Materials (chemicals, paper, etc.) ____

  • Construction ____

  • Finance, Insurance, and Real Estate ____

  • Information & Communication Service providers ____

  • Manufacturing & Sales of Capital Equipment ____

  • Manufacturing & Sales of Non Capital Equipment ____

  • Mining, Oil and Gas ____

  • Public Administration ____

  • Transportation ____

  • Utilities; Power projects ____

  • Other—Please specify ____

Comment:

__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Exports account for what percentage of your company’s total sales?

  • 1-20% ____

  • 21-40% ____

  • 41-60% ____

  • 61-80% ____

  • More than 80% ____

Comment:

__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________



How many years has your company been exporting?

  • 1-5 years ____

  • 5-10 years ____

  • 10-15 years ____

  • 15-20 years ____

  • More than 20 years ____

Comment:

__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________



How frequently does your company work with Ex-Im Bank (e.g. purchase a new policy, guarantee, loan, etc.)? Please select one value.

  • Once before ____

  • Every few years ____

  • About once a year ____

  • Several times a year ____

  • Other—Please specify ____

Comment:

__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________



In which product area(s) have you worked with Ex-Im Bank in the past 2 years?
Please select all that apply.

  • Short Term Export Credit Insurance ____

  • Medium Term Export Credit Insurance ____

  • Medium Term Loan Guarantees ____

  • Long Term Loan Guarantees ____

  • Direct Loan ____

  • Working Capital Guarantees ____

Comment:

__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________


Please indicate below your position or level of responsibility within your company.

Comment:

____________________________________________________________________________________________________________________________________________________________


To what degree do each of the following statements accurately reflect the overall significance of Ex-Im Bank to your company’s operations? Please select a value from the following range:
0 (not accurate), 1, 2, 3, 4, 5 (accurate), 6, 7, 8, 9, 10 (extremely accurate); NA (don’t know).

  • Ex-Im Bank’s products and services have supported the exports ____

of our company.

  • Ex-Im Bank’s products and services have had a positive impact ____

on employment in our company.

  • Without the products and services provided by Ex-Im Bank, our ____

company would not have experienced as much of a growth in exports.

  • Our company considers Ex-Im Bank a knowledgeable and reliable ____

agency with which to entrust our business.


Comment:

__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________




Has your company worked with an ECA, other than Ex-Im Bank, during the past 12 months?

  • Please respond Y/N ____

  • If Yes, please identify the ECA(s) ____


If you answered “Yes” above, please comment below on the following:

  • How would you compare Ex-Im Bank’s product offering with the other ECA’s ?

  • How does your overall assessment of Ex-Im Bank compare with your assessment
    of the other ECA institution?

Comment:

__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________
____________________________________________________________________________________________________________________________________________________________


Please rate the relative importance of each of the following factors as a driver of your
satisfaction. Please select a value from the following range: 0 (not important),1, 2, 3, 4,
5 (important) 6, 7, 8, 9, and 10 ( most important); NA (don’t know)

  • Transaction response time (speed of application processing/decision making) ____

  • Client interface with IT platform/ on line application process ____

  • Availability and accuracy of information on web site ____

  • Information/documentation requirements for applications ____

  • Speed of Claims processing ____

  • Availability and knowledge level of staff ____

  • Availability of funding/ insurance coverage ____

  • Pricing ____

  • Other—Please specify ____


Comment: __________________________________________________________________________________________________________________________________________________________________________________________________________________________________________









What best describes your experience with Ex-Im Bank’s personnel? Please reflect upon the knowledge level of the personnel and their willingness to provide you with assistance. Please select one value for each category.

Knowledge Level Willingness to assist

  • Excellent ____ Excellent ____

  • Good ____ Good ____

  • Satisfactory ____ Satisfactory ____

  • Poor ____ Poor ____

Comment:
__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________



To what degree do the following statements accurately reflect your company’s experience with Ex-Im Bank transaction response time. Please select a value from the following range:
0 (not accurate),1, 2, 3, 4, 5(somewhat accurate), 6, 7, 8, 9, and 10 (extremely accurately); NA (don’t know)

  • Ex-Im Bank’s transaction response time contributes to our overall

competitiveness, and is an important factor in our ability to win

additional export business. ____

  • Our company actively monitors transaction response time. ____

  • Ex-Im Bank’s transaction response time largely meets our expectations. ____

  • Transaction response time is the joint responsibility of both Ex-Im Bank ____

and its customers.

Comment: __________________________________________________________________________________________________________________________________________________________________________________________________________________________________________


Which of the following time frames would your company use to measure transaction response time?

  • From submission of request to delivery of initial Letter of Interest. ____

  • From submission of request to credit approval. _­­___

  • From submission of request to delivery of proposed terms and conditions. ____

  • From submission of request to transaction closing. ____

  • Other—Please specify ____

Comment: __________________________________________________________________________________________________________________________________________________________________________________________________________________________________________


Please rate the following statements regarding your company’s interface with Ex-Im Bank’s IT platform.
Please select a value from the following range: 0 (poor),1, 2, 3, 4, 5 (good) 6, 7, 8, 9, and 10 (excellent); NA (don’t know)

  • Overall functionality of the Ex-Im Bank IT platform ­­____

  • Overall navigability of the Ex-Im Bank IT platform ____

  • Ease of use of Ex-Im Bank’s online application process ____

  • Usefulness of online “fillable” forms ____

  • Ex-Im Bank’s IT platform meets our company’s expectations ____

  • Other—Please specify ____

Comment:

__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________


In which of the following areas do
you believe Ex-Im Bank can provide better customer service? Please prioritize each area selected (if any) by ascribing a value from the following range:
0 (low priority),1, 2, 3, 4, 5 (medium priority) 6, 7, 8, 9, and 10 (high priority); NA (don’t know)

  • Information requirements for applications ____

  • Documentation for application processing ____

  • Access to on line application process ____

  • Speed of application processing/decision making ____

  • Speed of Claims processing ____

  • Availability of staff to answer questions ____

  • Knowledge level of staff ____

  • Availability of information on web site ____

  • IT platform ____

  • Other—Please specify ____

(Please be specific regarding those areas that you note above)

Comment: _________________________________________________________________________________________________________________________________________________________________________________________________________________________________



Based on your experience with Ex-Im Bank, what practical suggestions can you provide to streamline service delivery and improve customer experience?

Comment: __________________________________________________________________________________________________________________________________________________________________________________________________________________________________________




How likely are you to recommend Ex-Im Bank’s programs to a colleague or fellow exporter?
Please select a value from the following range: 0 (not likely),1, 2, 3, 4, 5 (likely) 6, 7, 8, 9, and 10 (very likely); NA (don’t know)



Comment:

__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________





_____________________________________________________________________________________

8 Office of Inspector General

Export-Import Bank of the United States

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AuthorMark Thorum
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