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(COD System) Subject: Contact Center Operations Information - COD School Relations Center and Student Loan Support Center Customer Satisfaction Surveys Begin May 5, 2013

Posted Date:April 26, 2013

Author: Jana Hernandes, Service Director, Operations, Federal Student Aid
William Leith, Service Director, Program Management, Federal Student Aid

Subject: Contact Center Operations Information - COD School Relations Center and Student Loan Support Center Customer Satisfaction Surveys Begin May 5, 2013

In our ongoing effort to improve the service we provide to customers who contact the Common Origination and Disbursement (COD) School Relations Center and the Student Loan Support Center, we will implement optional online customer satisfaction surveys beginning May 5, 2013. We will extend survey invitations to the two customer groups supported by these contact centers—schools (covering school financial aid personnel and third party servicers that process for schools) and applicants (covering students, parents, and endorsers of Direct PLUS Loans).

The purpose of the brief, five-question online customer satisfaction survey is to offer school customers and applicant customers the opportunity to provide feedback on their interactions with the COD School Relations Center and Student Loan Support Center, respectively. Although we will periodically invite customers to complete the survey as explained below, doing so is optional.

Each time we close a COD School Relations Center or Student Loan Support Center customer’s case, we will determine 1) if the customer has a valid e-mail address on file with us and 2) when we last invited the customer to complete a customer satisfaction survey.
  • For a school customer who has a valid e-mail address on file with us, we will e-mail a survey invitation if one has not been e-mailed to the customer within the past 90 calendar days.

    The survey invitation e-mail will be sent to a school customer from the address “COD Support Do Not Reply <CODSupport@ed.gov>”.

  • For an applicant customer who has a valid e-mail address on file with us, we will e-mail a survey invitation if one has not been e-mailed to the customer within the past 30 calendar days.

    The survey invitation e-mail will be sent to an applicant customer from the address “Student Loan Support Do Not Reply <StudentLoanSupport@ed.gov>”.

We look forward to the feedback we will receive from COD School Relations Center and Student Loan Support Center customers. By limiting the number of survey invitations we send to customers, we hope to increase the likelihood that customers will respond to us when they do receive invitations.

Note: We will continue established survey initiatives that solicit feedback on other customer service areas. For example, the quarterly loan servicing customer satisfaction surveys will continue without interruption.

Contact Information

We value the input we will receive through the COD School Relations Center and Student Loan Support Center surveys. We thank all customers in advance for taking the time to assist us.

Customers who have questions about survey invitations will be directed as follows:

Last Modified: 04/25/2013