FAQs

APPENDIX D:
Frequently Asked Questions

1) Who is conducting/sponsoring this survey?

The Consumer Financial Protection Bureau (the CFPB) has contracted with
ICF International to conduct this national, voluntary telephone survey. The
CFPB is an agency of the Federal government whose role is to make markets
for consumer financial products and services work for Americans — whether
they are applying for a mortgage, choosing among credit cards, or using any
number of other consumer financial products.
{If Needed: The CFPB has placed a link on its home page [WEBSITE] where
prospective survey participants can confirm this is a government-sponsored
survey. The survey has been reviewed and approved by the U.S. Office of
Management and Budget. The OMB control number is: 3170-XXXX, which
expires on [DATE]}.

2) Why are you doing this survey?
The Consumer Financial Protection Bureau (the CFPB) is sponsoring this
study to learn about the number of consumers who comparison shop for credit
cards, the number who take into account arbitration agreements when
choosing a credit card, and assumptions and/or knowledge consumers have
about their dispute resolution rights. The survey is part of a study that was
authorized by Congress under the Dodd-Frank Wall Street Reform and
Consumer Protection Act. Results from this survey will be included in a
report for Congress so they can better understand consumer knowledge of
arbitration agreements.
3) How will my information be used?
Your household’s participation in this survey would be a big help to the CFPB
in its continuing efforts to get consumers the information they need to make
financial decisions they believe are best for themselves and their families.
Individual answers from the survey will be grouped together, summarized
and included in a report to Congress. This report will also be available to the
public. Your answers are kept private and any information you provide will
not be able to be identified with you.
4) How was I selected for this study?
The Consumer Financial Protection Bureau Arbitration Survey is a
representative survey of 1,000 credit card holders nationwide. We select
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phone numbers for the study randomly through a process called “randomdigit dialing.” Once phone numbers are selected, they are loaded into our
computer system for dialing and one adult in a household is randomly chosen
to complete the survey. Neither we at ICF International, nor the CFPB
knows to whom the phone number is registered and neither wants to. During
analysis, results are grouped and only these group statistics are reported;
individual responses are kept private and are not linked to telephone
numbers.
5) Why should I participate?
Your household’s participation in this survey would be a big help to the CFPB
in its continuing efforts to get consumers the information they need to make
financial decisions they believe are best for themselves and their families.
The CFPB is empowered by law to set conditions and limitations on the use
of arbitration agreements. This survey will provide important information
that the CFPB can use to help make these decisions. The more people who
participate (the higher the response rate), the more accurate and reliable the
results.
6) My number is unlisted, how did my number get on the call list?
We use a process called “random digit dialing” to generate the telephone
numbers we call for the Consumer Financial Protection Bureau Arbitration
Survey. Here’s how “random digit dialing works”: a program computer has
the area code and telephone prefixes (the first 3 digits) included in the survey
area and it then assigns the last four digits randomly. Once phone numbers
are generated, they are loaded for dialing. All kinds of numbers are dialed as
a result of this process: businesses, pay phones, non-working numbers, etc.
Unlisted numbers are selected for dialing purely by chance. I assure you that
this survey is private, your responses will not be attributed to you specifically
in our reporting, and survey results will only be reported in group form.

7) My name is on the national do-not-call list. I’m not supposed to get these

calls.

The national do-not-call list was enacted to control telemarketing companies
that sell services and products over the phone. This survey is conducted for
research purposes and does not fall under do-not call list laws. The federal
laws can be confusing, but public interest survey calls are not included in the
federal regulations that apply to telemarketing calls. The Consumer
Financial Protection Bureau is not selling anything, but your answers will
help to inform public policy and financial regulation.

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Information about telephone consumer rights can be obtained from the
Federal Communications Commission (FCC): phone: 1-888-225-5322 or at
www.fcc.gov and the Federal Trade Commission (FTC) phone # 202-382-4357
or at www.ftc.gov.
8) How is this study being funded?
The Consumer Financial Protection Bureau is using non-appropriated funds
to carry out the survey. These are funds that are gained from sources other
than appropriated Congressional funds, or tax dollars. The survey went
through a competitive bidding process before award. .
9) Contact with Questions/Forward Complaints to:
Kelvin D. Chen, in the CFPB’s Division of Research, Markets and
Regulations: (202) 435-7700 and kelvin.chen@cfpb.gov. Please note, however,
that in contacting the CFPB your participation in the survey will be made
known to them.

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