3170-0024 Supporting Statement Part B (2019 Renewal) OMB

30-day Federal Register Notice version

CONSUMER FINANCIAL PROTECTION BUREAU
INFORMATION COLLECTION REQUEST
SUPPORTING STATEMENT PART B
GENERIC INFORMATION COLLECTION PLAN FOR THE COLLECTION OF
QUALITATIVE FEEDBACK ON BUREAU SERVICE DELIVERY
(OMB CONTROL NUMBER: 3170-0024)

STATISTICAL METHODS
Data collection methods and procedures will vary; however, the primary purpose of these
collections will be for internal management purposes; there are no plans to publish or
otherwise release this information.
1. Universe and Respondent Selection
The activities under this clearance may involve samples of self-selected customers, as well as
convenience samples, and quota samples, with respondents selected either to cover a broad range
of customers or to include specific characteristics related to certain products or services. Results
will not be used to make statements representative of the universe of study, to produce statistical
descriptions (careful, repeatable measurements), or to generalize the data beyond the scope of the
sample. The specific sample planned for each individual collection and the method for soliciting
participation will be described fully in each collection request.
Qualitative surveys are tools used by program managers to change or improve programs,
products, or services. The accuracy, reliability, and applicability of the results of these surveys
are adequate for their purpose.
The samples associated with this collection are not subjected to the same scrutiny as
scientifically drawn samples where estimates are published or otherwise released to the public.
2. Procedures for Collecting Information
Data collection methods and procedures will vary and the specifics of these will be provided with
each collection request. The Agency expects to use a variety of methodologies for these
collections. For example, the Agency or its contractors may use commercial survey-specific
software to automate its collection and analysis of feedback. In addition to physical copies,
information collection instruments may be electronically disseminated and/or posted on target
pages of the Agency’s web site. Telephone scripts, personal interviews, and focus groups with
professional guidance and moderation may also be used.
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3. Methods to Maximize Response
Information collected under this generic clearance will not yield generalizable quantitative
findings; it can provide useful customer input, but it does not yield data about customer opinions
that can be generalized.
4. Testing of Procedures
Pretesting may be done with internal staff, a limited number of external colleagues, and/or
customers who are familiar with the programs and products. If the number of pretest respondents
exceeds nine members of the public, the Agency will submit the pretest instruments for review
under this generic clearance.
5. Contacts for Statistical Aspects and Data Collection
Each program will obtain information from statisticians in the development, design, conduct, and
analysis of customer/partner service surveys, when appropriate. This statistical expertise will be
available from agency statisticians or from contractors and the Agency will include the names
and contact information of persons consulted in the specific information collection requests
submitted under this generic clearance.

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