Student Loan Repayment Focus Groups/Interviews

CFPB Student Loan (TO13) Focus Group and Interview Screener
Quota:
• Focus Groups:
o 54 to 72 adults (20 years of age and older) for participation in focus groups to be
held in Arlington, VA, Chicago, IL and New York, NY.
o Focus group participants will be segmented based on their response to Q3 in
screener with the following distribution of groups:
Location

o

o
o
•

Completer Groups

Non-Completer Groups

Arlington, VA

1

2

Chicago

2

1

New York

1

2

Responses to Q3 will be grouped as follows:
 04, 06, 07, 08 and 09 will be eligible as “completers;” and
 03 and 05 will be eligible as “non-completers.”
Recruit eight participants to ensure at least six participants per group.
Recruit for a mix of gender, race/ethnicity, income, loan type, and loan status.

In-depth-Interviews:
o 15 adults (20 years of age and older) for participation in interviews to be held in all
three locations listed above.
o Interview participants will be segmented based on response to the distress question
(Q16), with the following distribution:

o

o

Location

In-Distress IDIs

Not in Distress IDIs

Arlington, VA

2

3

Chicago

3

2

New York

3

2

Responses to Q16 will be grouped as follows:
 01 will be eligible as “in-distress;” and
 02 will be eligible as “not in distress.”
Respondents should indicate (Q19) that they will be able to bring their student loan
repayment paperwork in to review during the session.

Recruitment Plan:
• The study will be advertised by:
o Emailing and calling contacts in the facility databases;
o Posting fliers in the local communities; and
o Posting notices to social media sites.
• Respondents must first complete the web screener;

•
•
•
•
•

Respondents who qualify based on the web screener are then called and administered the
phone screener;
Respondents are sent a confirmation email with directions to the facility;
Respondents are contacted the day prior to the focus group/interview to remind them about
their appointment;
Participants’ information is reconfirmed upon arrival; and
Participants are compensated $75 for their time (60 minutes) upon completion.

Recruitment Language
Seeking Consumers with Experience in Repaying their Student Loans for Focus Groups and
Interviews
We are currently recruiting people to participate in focus groups about student loan repayment. If you
have one or more student loans in repayment or default, you may be qualified to participate in a
focus group or interview.
The focus groups and interviews will last 60 minutes and participants will be paid $75. The study will
take place at [location] and we are currently scheduling participants for [dates]. This research is
being sponsored by the Consumer Financial Protection Bureau (CFPB), a federal government agency
that was created to help consumers. Feedback from the groups will be used to help the CFPB
understand consumers’ experiences with repaying their student loans.
If you are interested in participating, please contact us at [contact info]. We will ask you to complete
a short screener and we will notify you if you qualify for the study.
Thank you!

Web-Based Screener
[NEW SCREEN]
Thank you for your interest in participating in a study with Fors Marsh Group. We are seeking
participants for focus groups and one-on-one interviews to discuss your experiences with repaying
your student loans.
Focus groups and interviews will take place the [___] week of January____ at [location]. If you are
interested in participating, please complete this questionnaire. If you qualify for this study, we will
contact you to schedule a time that is convenient for you. Compensation ($75) will be provided to
those who participate.
Thank you for your interest.
[NEW SCREEN]

2

Please note that your responses to these questions will remain private and will only be used for the
purpose of scheduling your session if you qualify for the study. The following Privacy Act Statement
guides the handling of your responses.
Privacy Act Statement
5 U.S.C. 552(a)(e)(3)
The information you provide through your responses to Fors Marsh will assist the study sponsor, the
Consumer Financial Protection Bureau (“CFPB”), in determining your eligibility to participate in a
study that will focus on the development and improvement of CFPB tools and resources to assist
student loan borrowers.
Information collected on behalf of the Bureau by Fors Marsh will be treated in accordance with the
System of Records Notice (“SORN”), CFPB.021 – CFPB Consumer Education and Engagement
Records, 77 F.R. 60382. This information will only be disclosed as outlined in the Routine Uses for
the SORN. Direct identifying information will only be used to facilitate the study and will be kept
private except as required by law.
This collection of information is authorized by Pub. L. No. 111-203, Title X, Sections 1013 and 1022,
codified at 12 U.S.C. §§ 5493 and 5512.
Participation in this study is voluntary, you are not required to participate or share any identifying
information with Fors Marsh, including name, email address, video recording, and you may withdraw
participation at any time. However, if you do not include the requested information, you may not
participate in the interview.
Paperwork Reduction Act
According to the Paperwork Reduction Act of 1995, an agency may not conduct or sponsor, and a
person is not required to respond to a collection of information unless it displays a valid OMB control
number. The OMB control number for this collection is 3170-0036. It expires on 06/30/2016. The
time required to complete this information collection is estimated to average approximately [5
minutes] per response. Responding to this collection of information is voluntary. Comments
regarding this collection of information, including the estimated response time, suggestions for
improving the usefulness of the information, or suggestions for reducing the burden to respond to
this collection should be submitted to Bureau at the Consumer Financial Protection Bureau
(Attention: PRA Office), 1700 G Street NW, Washington, DC 20552, or by email to PRA@cfpb.gov.
[NEW SCREEN]
Q1_1. First name:
[Open-end text box]
Q1_2. Last name:
[Open-end text box]
Q1_3. Email:
[Open-end text box]
[Validate email]
3

Q1_4. Mobile number:
[Open-end text box]
[Validate telephone]
Q1_5. Alternate number:
[Open-end text box]
[Validate telephone]
[NEW SCREEN]
Q2. What is your age?
[Single Punch]
0-19
20-29

01
02

Ineligible
Eligible

30-39

03

40-49
50-59
60-69
70+

04
05
06
07

Eligible
Eligible
Eligible
Eligible
Eligible

[NEW SCREEN]
Q3_1. What is the name of school you last attended?
Name [Open-end text box]
City [Open-end text box]
State [Open-end text box]
Q3_2. What is the highest level of education you have completed?
[Single Punch]
Less than high school degree or equivalent
High school graduate (GED or Diploma)
Some certificate or trade school courses completed

01
02
03

Ineligible
Ineligible
Eligible

Trade school certificate

04

Some college courses completed
Associate’s degree (2-year)
Bachelor’s degree (4-year)
Some graduate courses completed
Post graduate degree (Master’s or Doctorate)

05
06
07
08
09

Eligible
Eligible
Eligible
Eligible
Eligible
Eligible

[NEW SCREEN]
Q4_1. Do you currently have a student loan (in your name) or are responsible for another person’s
student loan?
[Single Punch]
Yes
No
Don’t Know/Not Sure
Refused

01
02
98
-99

Eligible
Ineligible
Ineligible
Ineligible

4

Q4_2. Who is responsible for paying bills (or managing student loan payments) in your household?
[Single Punch]
You
Your partner
You and your partner
You and another family member (or family members)
Another family member (or family members)
Someone else
Nobody
Don’t know/Refused

01
02
03
04
05
06
07
08

Eligible
Ineligible
Eligible
Eligible
Ineligible
Ineligible
Ineligible
Ineligible

Q4_3. What is the repayment status of your student loan(s)? Select all that apply.
[Multi Punch]
Active (I am currently taking classes and using funds from my student
loans)
In deferment or forbearance (I am NOT required to make payments at this
time)
In repayment (I am currently required to make monthly payments)
In good standing (I am up-to-date on my monthly payments)
Delinquent (I am behind on my student loan payments)
In default (I have missed payments and have been notified by my loan
servicer of being in default)
Defaulted on my loans but consolidated my defaulted loans or have
rehabilitated or am in process of rehabilitating my defaulted loans by
making 9 consecutive monthly payments.
Don’t Know/Not Sure
Refused

01

Ineligible

02

Eligible

03
04
05
06

Eligible
Eligible
Eligible
Eligible
Eligible

98
-99

Ineligible
Ineligible

[NEW SCREEN]
Q5. Within the last 5 years, have you or an immediate family member worked for any of the following
types of business? Select all that apply.
[Multi-Punch]
An advertising or public relations firm
A marketing or market research firm or department
A marketing or market research consultant
Any kind of media company, like a TV or radio station or
newspaper
A government agency that regulates the financial industry
None of the above
Refused

01
02
03
04

Ineligible
Ineligible
Ineligible
Ineligible

05
06
-99

Ineligible
Eligible
Ineligible

Q6. When, if ever, was the last time you participated in a marketing research study, such as a
consumer interview or a group discussion?
[Single Punch]
Within the past three months

01

Ineligible

5

Over three months ago
Never
Refused

02
03
-99

Eligible
Eligible
Ineligible

[IF INELIGIBLE, TERMINATE HERE USING THE LANGUAGE BELOW; IF ELIGIBLE, CONTINUE TO
SECTION 2]
[NEW SCREEN]
We’re sorry, but you do not qualify for this study. Thank you for your interest.
[End Survey]
Section 2: Demographic Items
[NEW SCREEN]
Q7. What is your gender?
[Single Punch]
Male
Female
Other
Refused

01
02
03
-99

Q8. Are you of Hispanic or Latin American origin?
[Single Punch]
Yes
No
Don’t know / Not sure
Refused

01
02
98
-99

Q9. Which of the following best describes your race? Select all that apply.
[Multi-Punch]
[RANDOMIZE ORDER, BUT ALWAYS ASK “Some other race”
LAST.]
White
Black/African American
American Indian or Alaska Native
Asian
Native Hawaiian or Pacific Islander
Some other race

Yes

Refused

01
01
01
01
01
01

-99
-99
-99
-99
-99
-99

[NEW SCREEN]
Q10. What state do you live in?
[Single Punch – Drop down]
Alabama
Alaska

6

Arizona
Arkansas
California
District of Columbia
Colorado
Connecticut
Delaware
Florida
Georgia
Hawaii
Idaho
Illinois
Indiana
Iowa
Kansas
Kentucky
Louisiana
Maine
Maryland
Massachusetts
Michigan
Minnesota
Mississippi
Missouri
Montana
Nebraska
Nevada
New Hampshire
New Jersey
New Mexico
New York
North Carolina
North Dakota
Ohio
Oklahoma
Oregon
Pennsylvania
Rhode Island
South Carolina
South Dakota
Tennessee
Texas

7

Utah
Vermont
Virginia
Washington
West Virginia
Wisconsin
Wyoming
Other

Q11. What is your zip code?
[Open-end text box]
[Validate zip code]
[NEW SCREEN]
Q12. Which of the following best describes what you are currently doing? Select all that apply.
[Multi-Punch]
Yes
01
02
03
04
05
06
07
08
09
10

Employed full-time
Employed part-time
Full-time student
Part-time student
Homemaker
Self-employed
Retired
Disabled
Not currently employed
Other

Refused
-99
-99
-99
-99
-99
-99
-99
-99
-99
-99

[If Q11 = 03, 05, 07, 08 or 09, skip to Q13]
Q13. What type of organization are you employed by?
[Single Punch]
Private for-profit company or business
Not-for-profit (tax exempt) company or charitable organization
Government (Federal, State or Local)
Self-Employed business or professional practice
Refused

Yes
01
02
03
04
-99

Q14. What is your total household income?
[Single Punch]
Less than $30,000
$30,000 to $50,000
$50,000 to $100,000
$100,000 to $150,000
More than $150,000
Don’t know / Not sure

01
02
03
04
05
98

8

Refused

-99

[NEW SCREEN]
Q15. What is your current student loan balance?
[Single Punch]
Less than $29,384
More than $29,384
Don’t know / Not sure
Refused

01
02
98
-99

Q16. What type of student loans do you have? Select all that apply.
[Multi-Punch]
Federal Family Education Loan Program (FFELP)

Direct subsidized loans (Federal)
Direct unsubsidized loans (Federal)
Direct PLUS Loans (Federal)
Perkins Loans (Federal)
Private (Non-Federal) student loans
Don’t know / Not sure

Yes
01
02
03
04
05
06
07

Refused
-99
-99
-99
-99
-99
-99
-99

[NEW SCREEN]
Q17. Are you currently experiencing difficulty making your monthly student loan repayment?
[Single Punch]
[If Q16 = 02, skip to Q18]
Yes
No
Don’t know / Not sure
Refused

01
02
98
-99

Q18. Which of the following best describes the issues you’re encountering with repaying your
student loans: Select all that apply.
[Multi-Punch]
I have made late payments once or twice in the last six months
I forgo paying bills and/or for basic necessities to make my monthly student loan payment
I routinely miss payments because my monthly student loan payment is too high
Temporary financial constraints have prevented me from making my monthly payment (ex.
Unemployment, medical emergency, etc.)
My total student loan debt is so high that I just stopped paying
None of the above

Yes
01
02
03
04

Refused
-99
-99
-99

05
06

-99
-99

-99

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Q19. Have you ever attempted or completed any of the following activities regarding your student
loans? Select all that apply.
[Multi-Punch]
Refinanced your student loans
Discharged your student loan debt through bankruptcy
Switched to an alternate repayment plan (such as income-driven
repayment or “pay as you earn”)

Yes
01
02
03

Refused
-99
-99
-99

[If Q19 = 03, then proceed to Q20. Otherwise skip Q21.]
Q20. Have you ever been removed from an income-driven repayment plan due to default or failure to
recertify?
[Single Punch]
Yes
No
Don’t know / Not sure
Refused

01
02
98
-99

Q21. Do you have any of the following loans other than your student loans? Select all that apply.
[Multi-Punch]
Yes
01
02
03

Mortgage loan
Car loan
Other type of loan

Refused
-99
-99
-99

[NEW SCREEN]
Q22. Would you be able to bring some sort of paperwork you’ve received about your student loan in
the last few months, to go over in your session? The researchers won’t keep your paperwork or make
any copies, and you’re welcome to cross out any specific, private information. They’d just like to
understand the kinds of paperwork you get and any questions you have about those materials.
Yes
No
Don’t know / Not sure
Refused

01
02
98
-99

Final Message [if they qualify and complete survey]
Thank you for completing this questionnaire. If you qualify for this study, we will be in contact with
you to schedule a time that is convenient for you.
If you have any questions please contact us at ux@forsmarshgroup.com or call us at 571-858-3817.
You can also visit our website at www.forsmarshgroup.com or our Facebook page:
http://www.facebook.com/ForsMarshGroup.
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Phone-Based Screener (for those who qualify based on web-based screener)
Hello ______. Thank you for your interest in participating in our focus group about student loan
repayment at Fors Marsh Group. My name is ________ and I wanted to follow-up regarding a
screener that you completed recently for an upcoming study. I wanted to ask a couple more
questions and see if we can schedule you. Your participation is completely voluntary. Do you have a
few minutes?
1. Can you please verify your age?
2. Can you please verify whether you have student loans currently in repayment or in default?
3. Can you please verify your highest level of education?
[If responses are confirmed – proceed with scheduling.]
Thank you for your time.

11