IC Submission Template

BUREAU OF CONSUMER FINANCIAL PROTECTION
REQUEST FOR APPROVAL UNDER THE
“GENERIC INFORMATION COLLECTION PLAN FOR THE COLLECTION OF
QUALITATIVE FEEDBACK ON THE SERVICE DELIVERY OF THE CONSUMER
FINANCIAL PROTECTION BUREAU”
(OMB Control Number: 3170-0024)
1. TITLE OF INFORMATION COLLECTION:
Bureau of Consumer Financial Protection Customer Satisfaction Survey

2. PURPOSE: This information collection will collect customer experience data from users of

public CFPB programs (conferences, trainings, live events, etc.). This information - including
level of satisfaction, ease of use and overall relevance - will be used to improve customer
satisfaction for future events. Qualitative data will be collected. Contact information will be
optional, and no other personal identifiable information will be collected.

3. DESCRIPTION OF RESPONDENTS: Attendees of public CFPB programs and resources.
4. TYPE OF COLLECTION (ADMINISTRATION OF THE COLLECTION
INSTRUMENT):
a.

How will you collect the information? Check all that apply.

[X] Web-based or other forms of Social Media
[ ] Telephone
[ ] In-person
[ ] Mail
[ ] Small Discussion Group
[ ] Focus Group
[X] Other (please explain) Print versions of survey may be handed out at
live events.
b.

Will interviewers or facilitators be used?

[ ] Yes [X] No [ ] Not Applicable

5. FOCUS GROUP OR SURVEY:
If you plan to conduct a focus group or survey, please provide answers to the following questions:
a. Do you have a customer list or something similar that defines the universe of potential
respondents and do you have a sampling plan for selecting from this universe?

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[ ] Yes [X] No [ ] Not Applicable
b. If yes, please provide a description below. If no, please provide a description of how you plan to
identify your potential group of respondents and how you will select them.
This volunteer customer satisfaction survey will be given to all users of CFPB live events and
public-facing programs. For example, we will email the registration list for a CFPB conference to
receive feedback from attendees. Therefore, no screening will be necessary.
For example: “Thank you for attending our X event. In order to improve our services going
forward, we’d love to hear what you thought. Can you please fill out this short survey? Thank
you.”
6. INFORMATION COLLECTION PROCEDURES:
Please summarize the procedures that will be used to collect data from respondents.
Creating surveys administered through email, web or print. Some examples would be:
1. The survey will be emailed to the registration list for some CFPB conferences.
2. The survey is web-based as attendees will be able to access this survey on CFPB
program office web pages.
3. The survey’s print versions will be handed to users of CFPB live events and publicfacing programs.

7. PERSONALLY IDENTIFIABLE INFORMATION:
a. Is personally identifiable information (PII) collected? [X] Yes [ ] No
b. If yes, is the information that will be collected included in records that are subject to the
Privacy Act of 1974?
[X] Yes [ ] No [ ] Not Applicable
c. Has a System or Records Notice (SORN) been published?
[X] Yes [ ] No [ ] Not Applicable
If yes, list the SORN title and the Federal Register (FR) citation:
CFPB.013 - External Contact Database (77 FR 2689)
d. If applicable, please provide a link to the Privacy Impact Assessment.

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8. INCENTIVES:
a. Is an incentive provided to participants? [ ] Yes [X] No
b. If yes, provide a statement justifying the use and amount of the incentive and the
amount or value of the incentive: $_____N/A______.
9. ASSURANCES OF CONFIDENTIALITY:
a. Will a pledge of confidentiality be made to respondents? [ ] Yes [X] No
b. If yes, please cite the statute, regulation, or contractual terms supporting the pledge.
10. JUSTIFICATION OF SENSITIVE QUESTIONS (if applicable): N/A All
information will generalized, anonymized and related to customer experience.
11. BURDEN HOURS:
Collection of Information

Pre-Event Survey
Post-Event Survey
General Evaluation Survey
Totals:

Number of
Respondents
4,160
8,321
8,321
20,802

Frequency

Number of
Annual
Responses

1X
1X
1X
////////////////

4,160
8,321
8,321
20,802

Average
Response
Time
(hours)
.05
.05
.05
///////////////

12. FEDERAL COST: The estimated annual cost to the Federal government is $___0_____.

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Burden
(hours)
208
416
416
1,040

13. CERTIFICATION:
CERTIFICATION PURSUANT TO 5 CFR 1320.9, AND THE RELATED PROVISIONS OF
5 CFR 1320.8(b)(3):
By submitting this document, the Bureau certifies the following to be true:
(a) It is necessary for the proper performance of agency functions;
(b) It avoids unnecessary duplication;
(c) It uses plain, coherent, and unambiguous terminology that is understandable to respondents;
(d) Its implementation will be consistent and compatible with current reporting and recordkeeping
practices;
(e) It indicates the retention period for recordkeeping requirements;
(f)
It informs respondents of the information called for under 5 CFR 1320.8(b)(3):
(i) Why the information is being collected;
(ii) Use of information;
(iii) Burden estimate;
(iv) Nature of response (voluntary);
(v) Nature and extent of confidentiality; and
(vi) Need to display currently valid OMB control number;
(g) It was developed by an office that has planned and allocated resources for the efficient
and effective management and use of the information to be collected;
(h) It uses effective and efficient statistical survey methodology; and
(i) It makes appropriate use of information technology.
CERTIFICATION FOR INFORMATION COLLECTIONS SUBMITTED UNDER A GENERIC
INFORMATION COLLECTION PLAN
By submitting this document, the Bureau certifies the following to be true:
● The collection is voluntary.
● The collection is low-burden for respondents.
● The collection is non-controversial and does not raise issues of concern to other Federal
agencies.
● Information gathered will not be used for the purpose of substantially informing
influential policy decisions.
● The collection is not statistically significant; the results are not intended to be
generalizable beyond the survey population.
● The results will not be used to measure regulatory compliance or for program
evaluation.

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