Q120_Talk_Track Pre-Testing Guidance

Talk Track - FHFA Q1/20 National Survey of Mortgage Originations
Topic: Reason for Study/Survey
1.

Question: Is this a real survey or is it a scam?

2.

Question: What’s the purpose of this survey?

3.

Question: How does my response make a difference?

4.

Question: What’s being done with the survey responses?

5.

Question: How do you know that I have a mortgage?

6.

Question: How was I selected for this survey?

7.

Question: Who is conducting this survey?

Topic: Spanish Version
1.

Question: Is there a Spanish version of the Questionnaire?

Topic: Online Survey
1.

Question: How do I get access to complete the survey online?

2.

Question: Can I complete the questionnaire online?

3.

Question: I lost my letter with the web site address and participant code but I want to complete the survey online. What
do I do?

4.

Question: I am having trouble with the online survey.

Topic: Privacy
1.

Question: Isn't Experian violating federal privacy laws by giving out my name and address?

2.

Question: What steps are being taken to protect my privacy?

3.

Question: How do I know that the number above my name and address isn't linked to my identity?

Topic: Refinance
1.

Question: I just refinanced and did not take out a new mortgage. Does this survey apply to me?

Topic: More than One Mortgage/Not Sure Which Mortgage
1.

Question: How should I complete the survey if I have more than one mortgage or I am not sure which mortgage it is
asking about?

Topic: Don’t Have Mortgage/Never Took Out Mortgage
2.

Question: I never took out a new mortgage/I don’t have a mortgage. Why did I get this survey?

Topic: Incentive
1.

Question: Can I just take the money and not fill out the survey?

2.

Question: I completed the survey but have not received the $20 incentive the letter said would be mailed to me.

3.

Question: I already completed by survey online or mailed it in before I received a reminder letter saying I would get $20
for completing the survey. Will I still get the $20 dollars?

4.

Question: Why is the government wasting taxpayer dollars and sending money?

5.

Question: Request $20 incentive to be sent to a different address

Topic: Opt-out
1.

Question: How do I get my name off the mailing list so that I don't get any other surveys?

2.

Question: Why was my name chosen to receive this survey if it's on the national opt-out list maintained by consumer
reporting agencies like Experian?

Topic: Credit Score
1.

Question: Could my survey response potentially affect my credit score?

Topic: Consumer Response/Impact on Mortgage or Loan
1.

Question: Could the way in which I respond to the survey negatively or positively impact my ability to get a mortgage in
the future or affect my current loan with my lender?

Topic: Consumer Received Reminder Letter but Not Survey
1.

Question: I received a reminder letter but never received a survey?

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Topic: Reason for Study/Survey
1. Question: Is this a real survey or is it a scam?
Answer: This is a real survey that is being conducted by the Federal Housing Finance Agency and the
Consumer Finance Protection Bureau.
For more information, you can go to www.FHFA.gov and www.consumerfinance.gov.
2. Question: What’s the purpose of this survey?
Answer: The purpose of this survey is to collect feedback directly from borrowers about their mortgage
experiences. The information will provide researchers, policy makers and others with data that they can
analyze regarding important housing and mortgage-related public policy and to understand consumers’
experiences taking out and having a mortgage.
3. Question: How does my response make a difference?
Answer: Your response, along with those from others selected for the survey, will provide researchers,
policy makers and others with data about borrower’s knowledge and experiences with mortgages. The
data will help shape policies in the future to better protect consumers. In particular, the scientific approach
used for selecting a random sample of mortgage borrowers ensures that the data can nonetheless provide
representative information about all types of Americans. Your response stands in for the voices of many
others like you.
4. Question: What’s being done with the survey responses?
Answer: The data will be used to study important housing and mortgage-related issues and business
practices. The responses themselves are never linked to any personal identifying information.
5. Question: How do you know that I have a mortgage?
Answer: We know this information because it was reported to Experian by the institution that owns and/or
services your mortgage loan. This is the data that they have on file and have reported directly to Experian.
6. Question: How was I selected for this survey?
Answer: You were randomly selected to receive this survey because records show that you had signed or
co-signed for a personal mortgage. Responding to this questionnaire will help to better understand the
borrower experience to improve the mortgage process and policies in the future. The questionnaire may
be filled out by any of the mortgage co-signers, but it will be easiest for the person most knowledgeable
about the mortgage.
7. Question: Who is conducting this survey?
Answer: This research study is jointly sponsored by two Federal agencies: The Federal Housing Finance
Agency and The Consumer Financial Protection Bureau. They are working together to improve the safety
and transparency of the lending process for all consumers.
For more information you can go to www.FHFA.gov and www.consumerfinance.gov.

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Topic: Spanish Version
1. Question: Is there a Spanish version of the Questionnaire?
Answer: Yes, the questionnaire is available in Spanish online. The cover letter you received has the
website address (www.NSMOsurvey.com) and your personal PIN number to allow you to complete the
survey.
If you cannot take the survey online and need assistance filling out the questionnaire and would like to
speak with someone in Spanish who can assist you, we can transfer you to one of our Spanish-speaking
agents.

Topic: Online Survey
1. Question: How do I get access to complete the survey online?
Answer: The cover letter you received has the website address (www.NSMOsurvey.com) and your
unique access code to allow you to complete the survey. After the welcome screen, you will see a login
screen to enter your unique access code and your 5-digit Zip Code. Then click Log In to access the
survey questions.

2. Question: I am having trouble with the online survey.
Answer: I am sorry you are having difficulty with the online survey. I will need to contact our technical
team and we will get back to you within one business day. Can you please provide me the details of the
issue/error you are having and a phone number we can call? Again, we apologize for the inconvenience
and we will get back to you as quickly as we can.
[Agent should capture the name/phone number to return the call and as much detail as possible
about the issue/error message along with the 7-digit Survey ID which starts with 35 or Unique
Access Code. Then email your Supervisor/Lead so they may email BethHunter@Westat.com and
Briantaaffe@Westat.com with the information. DO NOT EMAIL THE CONSUMER’S PERSONAL
INFORMATION TO WESTAT. Westat will respond within one business day. As soon as a
response is received, contact the individual at the number provided to the call center and
communicate the information.]

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3. Question: I lost my letter with the web site address and participant code but I want to complete the
survey online. What do I do?
Answer: To protect your privacy I do not have the access codes for the online survey. You will receive a
follow up reminder letter with the website address and your unique access code for you to complete the
online survey.
4. Question: Can I complete the questionnaire online?
Answer: Yes you can complete the questionnaire online. The cover letter you received has the website
address (www.NSMOsurvey.com) and your personal PIN number to allow you to complete the survey.

Topic: Privacy
1. Question: Isn't Experian violating federal privacy laws by giving out my name and address?
Answer: No. There is no violation because your name and address were not given out to FHFA or CFPB.
Your name and address were used only by Experian to contact you by mail to invite you to participate in
this very important project.
Experian is a steward of the information it collects, maintains and utilizes. Experian takes steps to protect
the security of information and privacy of borrowers through responsible use of its data.
Experian communicates openly about the information it maintains and how it is used and seeks to inform
consumers of their rights regarding the use of information.
Experian also strives to maintain information it collects is accurate and up-to-date as possible, and that the
information is appropriate for its intended use.
2. Question: What steps are being taken to protect my privacy?
Answer: Experian and the agencies conducting this survey have taken precautions to protect your
privacy. This survey is being administered by Experian, and only Experian knows to whom the survey was
mailed. The government agencies or researchers never know who received the survey or any identifying
information about you, but they see the survey responses.
3. Question: How do I know that the number above my name and address isn't linked to my identity?
Answer: The number listed above your name is for internal reference only to identify returned surveys.
For example, in the event that the address we mailed the survey to is undeliverable, we can remove this
address from being mailed to in the future. Experian will never release any type of list that links your
name/address to the 7-digit number.

Topic: Refinance
1. Question: I just refinanced and did not take out a new mortgage. Does this survey apply to me?
Answer: Yes, we want to hear about your refinance experience. Please complete the survey answering
the questions that apply.

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Topic: More than One Mortgage/Not Sure Which Mortgage
1. Question: How should I complete the survey if I have more than one mortgage or I am not sure
which mortgage it is asking about?
Answer:
• If you have multiple mortgages taken out at the same time, we are interested in the largest one.
• If you have a first and second mortgage, we are interested in your primary mortgage (or first lien).
• If you have two primary mortgages, we are interested in the most recent mortgage/refinance you
took out.

Topic: Don’t Have Mortgage/Never Took Out Mortgage
2. Question: I never took out a new mortgage/I don’t have a mortgage. Why did I get this survey?
Answer:
• If you refinanced an existing mortgage, it is considered a new mortgage and we still want to hear
about your experiences.
• If you have not refinanced an existing mortgage, co-signed on a mortgage for someone else, or do
not have a mortgage, please answer No to Question 1 and follow the instructions and return the
survey.

Topic: Incentive
1. Question: Can I just take the money and not fill out the survey?
Answer: Yes, you can take the money and not fill out the survey; however, we’d appreciate your taking
the time to fill it out. The survey aims to understand the experiences of all types of American consumers
and families in taking out a mortgage. Without feedback from consumers like you, Federal agencies and
researchers cannot learn about the experience of borrowers and thereby improve the lending process,
inform U.S. Housing policy, and prevent abusive and deceptive financial practices.
2. Question: I completed the survey but have not received the $20 incentive the letter said would be
mailed to me.
Answer: The Thank You letter with the $20 incentive will be mailed out within a month of receiving your
completed survey. If you have not received your letter and incentive by May 15th, please call us back.
Please keep the cover letter that contains your unique survey ID (the first 7-digit number listed above your
name and address that starts with 35) as this is the only way we can trace the survey you completed.
3. Question: I already completed the survey online or mailed it in before I received a reminder letter
saying I would get $20 for completing the survey. Will I still get the $20 dollars?
Answer: Yes. It will be sent within one month of our receiving your survey responses. If you have not
received your letter and incentive by May 15th, please call us back. Please keep the cover letter that
contains your unique survey ID (the first 7-digit number listed above your name and address that starts
with 35) as this is the only way we can trace the survey you completed.

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4. Question: Why is the government wasting taxpayer dollars and sending money?
Answer: This survey is especially important because it helps the FHFA and CFPB find ways to improve
the mortgage seeking experience for future borrowers. Consequently, they have authorized to send an
incentive for returned completed questionnaires as a way of saying thank you for your time and effort.
5. Question: Can you send the $20 incentive to a different address?
Answer: Unfortunately, we are only able to send the letter and incentive to the name and address we
have on file. When we receive the completed survey either online or by mail, the Thank You letter is
mailed first class which will be forwarded if your new address is registered with the US Postal Office.

Topic: Opt-out
1. Question: How do I get my name off the mailing list so that I don't get any other surveys?
Answer: Please provide me the first 7-digit number listed above your name and address on the letter you
received, and I will have you removed from future surveys surrounding this topic. The number should start
with 35.
[Customer provides ID] then “Thank you. I would like to repeat back the number to validate it with you.”
[Repeat back the number to validate].
2. Question: Why was my name chosen to receive this survey if it's on the national opt-out list
maintained by consumer reporting agencies like Experian?
Answer: The national opt-out list you are talking about is specific to credit offers mailed from lists provided
by consumer reporting agencies like Experian. This invitation to participate in a special survey is not
considered an offer of credit. If you would like your name removed so that you don’t receive any additional
surveys related to this topic, please provide me with the first 7-digit number listed above your name and
address on the letter you received and I will have you removed from future surveys surrounding this topic.
The number should start with 35.
[Customer provides ID] then say “Thank you. I would like to repeat back the number to validate it with
you.” [Repeat back the number to validate].

Topic: Credit Score
1. Question: Could my survey response potentially affect my credit score?
Answer: No, your response is in no way tied to your credit score or linked to your individual credit profile.
There is no personal identifiable information contained in the response data, which means that it’s not
associated with a name, address, social security number or account number.

Topic: Consumer Response/Impact on Mortgage or Loan
1. Question: Could the way in which I respond to the survey negatively or positively impact my ability
to get a mortgage in the future or affect my current loan with my lender?

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Answer: No, your response will not impact your ability to get a mortgage in the future or affect your
current loan with your lender. There is no personal identifiable information contained in the response data,
which means that it’s not associated with a name, address, social security number or account number.

Topic: Consumer Received Reminder Letter but Not Survey
1. Question: I received a reminder letter but never received a survey?
Answer:
o
If before 3/20/20: There will be an additional mailing with the survey and instructions on how to
complete the survey.
o
If after 5/1/20: We are sorry that you did not receive the survey package that was sent. On rare
occasion, the larger mail pieces are delayed by the U.S. Postal Service. In this case, you can
disregard the reminder letter as the survey period has closed.

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