OGSLP School & Lender Customer Survey

The Oklahoma Guaranteed Student Loan Program (OGSLP) is conducting a survey to help us determine how well we are currently serving you. The survey also offers you the opportunity to tell us what other services you would like for us to offer. The survey should take approximately 20 minutes to complete. Customer input is important to us! Please respond by June 8, 2007.

For questions, comments, or concerns regarding survey content, please contact:

Rick Edington
Director for Operations & Client Services
Oklahoma Guaranteed Student Loan Program
Phone: (405) 234-4333
redington@ogslp.org

For technical issues, please contact:

Cindy Poulton
GIS Administrator and Research Analyst
State Regents for Higher Education
Phone: (405) 225-9203
cpoulton@osrhe.edu

DEMOGRAPHICS

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SERVICE LEVELS

CLIENT SOLUTIONS
1. Please rate your level of overall satisfaction with your Client Solutions Representative. Poor
Fair
Satisfactory
Good
Excellent
N/A
Comments:

2. How would you rate your Client Solutions Representative as a resource for information about the FFEL Program? Poor
Fair
Satisfactory
Good
Excellent
N/A
Comments:

3. How would you rate your Client Solutions Representative's knowledge of services and products? Poor
Fair
Satisfactory
Good
Excellent
N/A
Comments:

4. Please rate your Client Solutions Representative on their ability to assist you in resolving questions and issues. Poor
Fair
Satisfactory
Good
Excellent
N/A
Comments:

5. My Client Solutions Representative is consistent and timely in his/her follow up to requests for assistance. Never
Seldom
Sometimes
Often
Always
N/A
Comments:

OTHER DEPARTMENTS
6. How would you rate the SERVICE you receive from the following areas?
a. Loan ServicesPoorFairSatisfactoryGoodExcellentN/A
1. Customer Service Dept.
2. Loan Guarantee Processing
3. Status Management
4. Disbursement Services
5. Default Fee Billing
6. Electronic Signature Delivery
b. Early Assistance/Default Prevention
c. Oklahoma Money Matters (OKMM)
d. Policy, Compliance & Training
e. Communications
f. Claims
g. Collection of defaulted loans
h. Switchboard Operator
i. Special Reports
j. NSLDS
k. Other:
7. Please rate the LEVEL OF KNOWLEDGE of staff in the following areas:
a. Loan ServicesPoorFairSatisfactoryGoodExcellentN/A
1. Customer Service Dept.
2. Loan Guarantee Processing
3. Status Management
4. Disbursement Services
5. Default Fee Billing
6. Electronic Signature Delivery
b. Early Assistance/Default Prevention
c. Oklahoma Money Matters (OKMM)
d. Policy, Compliance & Training
e. Communications
f. Claims
g. Collection of defaulted loans
h. Switchboard Operator
i. Special Reports
j. NSLDS
k. Other:
ASSISTANCE
8. Why do you typically contact OGSLP? (mark all that apply)








9. If you utilize the services of another guarantor, please tell us why. (mark all that apply)









10. As a provider of student loan products and services would you say OGSLP:


Please explain:

11. What features of OGSLP's products and services most appeal to you?
12. What things would you like to see OGSLP do differently?
13. What ideas do you have for new initiatives for OGSLP to consider?
TRAINING
14. Has OGSLP provided training services for your organization?
15. What type of training have you received?
16. Check the box for each type of training session that you have received (mark all that apply). If you have received training in an area, please rate that training in each of the six categories (a-f).
PoorFairSatisfactoryGoodExcellentN/A
a. Trainer's ability
b. Usefulness of information
c. Timeliness of subject
d. Trainer's knowledge
e. Quality of presentation
f. Materials provided
PoorFairSatisfactoryGoodExcellentN/A
a. Trainer's ability
b. Usefulness of information
c. Timeliness of subject
d. Trainer's knowledge
e. Quality of presentation
f. Materials provided
PoorFairSatisfactoryGoodExcellentN/A
a. Trainer's ability
b. Usefulness of information
c. Timeliness of subject
d. Trainer's knowledge
e. Quality of presentation
f. Materials provided
PoorFairSatisfactoryGoodExcellentN/A
a. Trainer's ability
b. Usefulness of information
c. Timeliness of subject
d. Trainer's knowledge
e. Quality of presentation
f. Materials provided
PoorFairSatisfactoryGoodExcellentN/A
a. Trainer's ability
b. Usefulness of information
c. Timeliness of subject
d. Trainer's knowledge
e. Quality of presentation
f. Materials provided
PoorFairSatisfactoryGoodExcellentN/A
a. Trainer's ability
b. Usefulness of information
c. Timeliness of subject
d. Trainer's knowledge
e. Quality of presentation
f. Materials provided
PoorFairSatisfactoryGoodExcellentN/A
a. Trainer's ability
b. Usefulness of information
c. Timeliness of subject
d. Trainer's knowledge
e. Quality of presentation
f. Materials provided
PoorFairSatisfactoryGoodExcellentN/A
a. Trainer's ability
b. Usefulness of information
c. Timeliness of subject
d. Trainer's knowledge
e. Quality of presentation
f. Materials provided
PoorFairSatisfactoryGoodExcellentN/A
a. Trainer's ability
b. Usefulness of information
c. Timeliness of subject
d. Trainer's knowledge
e. Quality of presentation
f. Materials provided
PoorFairSatisfactoryGoodExcellentN/A
a. Trainer's ability
b. Usefulness of information
c. Timeliness of subject
d. Trainer's knowledge
e. Quality of presentation
f. Materials provided
PoorFairSatisfactoryGoodExcellentN/A
a. Trainer's ability
b. Usefulness of information
c. Timeliness of subject
d. Trainer's knowledge
e. Quality of presentation
f. Materials provided
17. What types of training would most benefit you or your staff? (mark all that apply) How often should these sessions be offered?
MonthlyQuarterlyOtherRecommended Frequency





18. If you selected "Professional Development Skills" in question 17, please list specific topics that would help you serve students.
19. Select the training delivery methods you prefer (mark all that apply).







COMMUNICATIONS
20. How often do you read the OGSLP Online News?Never
Seldom
Sometimes
Often
Always
N/A
21. Rate the following for OGSLP Online News:
PoorFairSatisfactoryGoodExcellentN/A
a. Timeliness of Information
b. Applicability and usefulness to me
c. Quality of the writing (clear/concise)
d. Newsletter and articles contain an appropriate amount of information
e. Presentation (format, visual appeal)
22. What types of news stories are most interesting or useful to you?
Not
Important		Least
Important		Somewhat
Important		ImportantVery
Important
a. Regulatory and Legislative Updates
b. Industry Updates - State and National
c. Industry-Related Personal Interest
d. OGSLP Updates
e. State Regents Updates
f. Events/conferences
g. Other:
23. How often would you like to receive OGSLP Online News?


24. How often do you read the OKMM Newsletter, The Bottom Line? Never
Seldom
sometimes
Often
Always
N/A
25. Rate the following for OKMM's Newsletter, The Bottom Line:
PoorFairSatisfactoryGoodExcellentN/A
a. Timeliness of Information
b. Applicability and usefulness to me
c. Quality of the writing (clear/concise)
d. Newsletter and articles contain an appropriate amount of information
e. Presentation (format, visual appeal)
ONLINE WEB SITE USAGE
26. How often do you access the OGSLP Web Site?
 		Never
Seldom
Sometimes
Often
Always
N/A
27. How often do you refer others to the OGSLP Web Site?
 		Never
Seldom
Sometimes
Often
Always
N/A
28. Whom do you refer? (mark all that apply)



29. What areas of the OGSLP Web Site do you typically access? (mark all that apply)





30. What content areas do you refer others to?





31. What type of OGSLP - specific information would you like to see included on our web site?


32. What type of information about our participating lenders would you like to see included on our Web Site?





33. Rate the OGSLP Web Site:
PoorFairSatisfactoryGoodExcellent
a. Quantity of information
b. Quality of information
c. Ease of locating information
d. Current relevance of information
34. What new services would you like to see implemented on the OGSLP Web Site?
OUTREACH
35. Has your institution participated in College Goal Sunday?
If not, please feel free to comment

PoorFairSatisfactoryGoodExcellentN/A
36. If you have participated in College Goal Sunday (CGS), please rate the level of program support you received.
37. Please rate the effectiveness of the CGS program in reaching first-generation college going students and their families.
38. Please rate the effectiveness of the existing combined state and campus publicity model.
39. Please list ideas regarding outreach initiatives that you would like OGSLP to consider.

PUBLICATIONS
40. How often do you use OGSLP student publications on your campus? NeverSeldomSometimesOftenAlwaysN/A
a. Are You Looking for Money?
b. Guide to Repaying Student Loans
c. Student Withdrawal Flyer
d. Deferment/Forbearance Flyer
e. OKMM Brochure
41. Rate the effectiveness of the following publications:PoorFairSatisfactoryGoodExcellentN/A
a. Are You Looking for Money?
b. Guide to Repaying Student Loans
c. Student Withdrawal Flyer
d. Deferment/Forbearance Flyer
e. OKMM Brochure
42. How does your organization distribute the following publications? (mark all that apply) Select the box in the first column if you utilize that method of distribution and then select all publications distributed using that method.
































43. What other types of subject-specific print publications would you suggest for distribution and to whom?

44. Please rate your overall satisfaction with OGSLP as a guarantor? Poor
Fair
Satisfactory
Good
Excellent
45. Feedback or comments on items not covered in survey: