By Jill Desjean, NASFAA Policy & Federal Relations Staff

This week, NASFAA submitted written comments to the Department of Education (ED) on its Generic Clearance for Federal Student Aid Customer Satisfaction Surveys and Focus Groups Master Plan.

NASFAA used the opportunity presented by this request for renewal of an existing information collection to restate findings from its May 2016 membership survey on institutions’ operational encounters with Federal Student Aid (FSA). In its comments, NASFAA encouraged ED to reconsider its existing use of surveys and focus groups to more effectively achieve its strategic goals.

Included among NAFSAA’s recommendations were the establishment of school operational feedback groups, in the interest of transparency and collaboration. NASFAA also cited concern that FSA’s borrower and FSA employee customer satisfaction surveys of loan servicers, as currently designed, do not elicit responses that reflect the most relevant quality measures of servicers, and recommended reevaluation of those surveys.

Publication Date: 7/28/2016

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