myStudentAid App survey questionnaire

Federal Student Aid
myStudentAid App Questionnaire
Note: Items in BOLD will not be seen by respondent
Introduction
The survey will take approximately 4 minutes to complete. CFI Group, an independent research and
consulting firm, is conducting this survey on behalf of the U.S. Department of Education, office of
Federal Student Aid. Your responses will remain anonymous and will only be reported in aggregate
form. If you have any questions, contact surveyhelp@cfigroup.com.
Thank you in advance for your valuable feedback, which we will use to improve the myStudentAid app
experience!
Select “Next” to begin.
According to the Paperwork Reduction Act of 1995, no persons are required to respond to a collection of information unless such collection
displays a valid OMB control number. The valid OMB control number for this information collection is 1845-0045. Public reporting burden for
this collection of information is estimated to average less than 5 minutes per response, including time for reviewing instructions and completing
the collection of information. The obligation to respond to this collection is voluntary. If you have comments or concerns regarding the status of
your individual submission of this survey, please contact Federal Student Aid/Customer Experience Office/Customer Analytics Group at 830
First Street, NE Washington, DC 20202 or customersurveys@ed.gov directly.

Background
RESPWHO

Are you (the person completing this survey) the:
1
2

HEARD

Student/applicant
Parent of a student/applicant

[if RESPWHO=1] How did you find out about the myStudentAid app? (Please select all that
apply) [rotate choices]
1
2
3
4
5
6

High school counselor
College/university admissions or financial aid office
Family member or friend
Federal Student Aid publications or W eb site
Other (please specify)
Don’t Know [Make Exclusive response option]

FSA ID
FSAID1

Had you created your FSA ID (username and password) before using the myStudentAid
app?
1
Yes
2
Yes, I had an FSA ID (username and password) but needed to retrieve it
3
No, I needed to create a new FSA ID (username and password)

On a scale from 1 to 10, where “1” means “Poor” and “10” means “Excellent”, how would you rate:
FSAID2
FSAID3

[if FSAID1= 3] Ease of signing up for your FSA ID (username and password)
[if FSAID1=2] The ease of retrieving your FSA ID (username and password)

Filtering Question
FILT

Which statement best describes your experience with using the myStudentAid app?
1 I used the myStudentAid app to complete and sign the FAFSA form
2 I only used the myStudentAid app to sign the FAFSA form [skip to Signature Process]

App User Experience
Now think about your experience filling out the FAFSA form using the myStudentAid app. On a scale from
1 to 10, where “1” means “Poor” and “10” means “Excellent”, how would you rate:
UX1.
UX2.
UX3.
UX4.

The look and feel of the app
The clarity of the instructions
The clarity of the questions
The ease of navigating through the application

Providing Financial Information
Think about your experience providing your financial information on the myStudentAid app.
DRTUSE

Did you use the IRS Data Retrieval Tool to transfer your tax information to your FAFSA
form?
1
Yes [skip to Signature Process]
2
No

INFO_OPN

What would have made the process of providing your financial information easier for you?

Signature Process
On a scale from 1 to 10, where “1” means “Poor” and “10” means “Excellent”, how would you rate:
SIG1

The ease of the signature process

SIG_OPN

[if SIG1 < 7] What would have made the signature process easier for you? [capture open
end]

Help
The myStudentAid app provides help topics as you complete the FAFSA form. The help topics were
accessible from the question mark icon (icon placeholder) throughout the form.
USEHELP

Did you use any of these help topics while you were completing the FAFSA process in the
myStudentAid app?
1 Yes
2 No [skip to ACSI benchmark questions]

HELPSECT For which sections of the FAFSA process did you use the help topics? Please select all that
apply.
1 Student/Applicant information (personal and financial)
2 Parents’ information (personal and financial)
3 Dependency information
HELPRATE On a scale from 1 to 10, where “1” means “Poor” and “10” means “Excellent”, how would you
rate the effectiveness of the help topics in answering your questions?
HLP_OPN

[if HELPRATE < 7] How could the help topics be improved to better assist you in completing
the FAFSA process? [capture open end]

ACSI Benchmark Questions
ACSI1.

Using a 10-point scale on which “1” means “Very Dissatisfied” and 10 means “Very
Satisfied”, how satisfied are you with your experience using the myStudentAid app?

ACSI2.

Using a 10-point scale on which "1" now means "Falls Short of your Expectations" and "10"
means "Exceeds your Expectations," to what extent did your experience using the
myStudentAid app meet your expectations?

ACSI3.

Imagine your ideal for an app to apply for federal student aid. How well do you think the
myStudentAid app compares with the ideal you just imagined? Use a 10-point scale on which
"1" means "Not Very Close to the Ideal," and "10" means "Very Close to the Ideal."

Outcome Measures
Using a scale of 1 to 10 where “1” means “Not at all Likely” and “10” means “Very Likely”, how likely
would you be to:
REPT

Use the myStudentAid app to apply for federal student aid in the future

REC

Recommend the myStudentAid app to others

Closing
CLOSE1

What is your most preferred method to receive financial aid information and updates about
your application in the future?
1 Email
2 Phone
3 Text message
4 Postal mail
5 Push notification from myStudentAid app
6 Other (specify)

CLOSE2

In your own words, what could Federal Student Aid do to improve the myStudentAid app?
What features or tools would make the process of completing the FAFSA form on the app easier?
(capture verbatim response)

Thank you for your time. Federal Student Aid sincerely appreciates your input. Have a great day!