FTC Call Center Customer Survey

TITLE OF INFORMATION COLLECTION:
FTC Call Center Customer Survey
PURPOSE:
To understand the visitor experience and measure satisfaction of the service received from the
FTC Call Center post interaction.
DESCRIPTION OF RESPONDENTS:
Respondents are consumers who initiate contact with the FTC call center to report fraud, identity
theft, or request consumer education.
TYPE OF COLLECTION: (Check one)
[ ] Customer Comment Card/Complaint Form
[x] Customer Satisfaction Survey
[ ] Usability Testing (e.g., Website or Software)
[ ] Small Discussion Group
[ ] Focus Groups
[ ] Other:
CERTIFICATION:
I certify the following to be true:
1. The collection is voluntary.
2. The collection is low-burden for respondents and low-cost for the Federal Government.
3. The collection is non-controversial and does not raise issues of concern to other federal
agencies.
4. The results are not intended to be disseminated to the public.
5. Information gathered will not be used for the purpose of substantially informing
influential policy decisions.
6. The collection is targeted to the solicitation of opinions from respondents who have
experience with the program or may have experience with the program in the future.
Name: Maria Mayo, Acting Associate Director, Division of Consumer Response and Operations,
Bureau of Consumer Protection, Federal Trade Commission
Personally Identifiable Information:
1. Is personally identifiable information (PII) collected?
[ ] Yes
[x] No
2. If Yes, will any information that is collected be included in records that are subject to the
Privacy Act of 1974?

[ ] No
3. If Yes, has an up-to-date System of Records Notice (SORN) been published?
[ ] Yes
[ ] No
Gifts or Payments:
Is an incentive (e.g., money or reimbursement of expenses, token of appreciation) provided to
participants?
[ ] Yes
[x] No
BURDEN HOURS:
Category of respondent
Individuals or Households
Total

No. of Respondents
4000 annually
4000 annually

Participation Time
4 minutes

Burden
267
267

FEDERAL COST:
The estimated annual cost to the Federal Government is minimal and outweighed by any
potential costs associated with not updating the current filing system.
If you are conducting a focus group, survey, or plan to employ statistical methods, please
provide answers to the following questions:
The selection of your targeted respondents:
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?
[ ] Yes
[x] No
If the answer is yes, please provide a description of both below (or attach the sampling
plan)? If the answer is no, please provide a description of how you plan to identify your
potential group of respondents and how you will select them?
Administration of the Instrument:
1. How will you collect the information? (Check all that apply)
[ ] Web-based or other forms of Social Media
[x] Telephone
[ ] In-person
[ ] Mail
[ ] Other, Explain: The focus groups will be conducted via Zoom video conferencing.
2. Will interviewers or facilitators be used?
[ ] Yes
[x] No