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Have you spoken to a call center representative in the last 90 days?
How would you rate the following on a scale of 1 to 5?
- The representative’s knowledge (1 = poor; 5 = excellent)
- The representative's professionalism (1 = poor; 5 = excellent)
- Courtesy of the representative (1 = poor; 5 = excellent)
- Operating hours of the service center (1 = very inconvenient; 5 = very convenient)
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Have you attempted to contact Edfinancial/ESA using other methods (such as email, fax or mail) in the last 90 days?
How would you rate your experience on a scale of 1 to 5?
- Ease of reaching customer service using other methods (1 = very difficult; 5 = very easy)
- Response time (1 = poor; 5 = very easy)
- Clear response about any further actions needed
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Have you utilized the automated telephone menu, or interactive voice response (IVR), in the last 90 days?
How would you rate your experience on a scale of 1 to 5?
- Clarity and ease of the menus (1 = poor; 5 = excellent)
- Ability to accomplish what you wanted by using the IVR (1 = poor; 5 = excellent)
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Do you receive emails from Edfinancial?
How would you rate your experience with the emails?
- Frequency
- Clarity and Usefulness
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Do you visit Edfinancial.com?
How would you rate your experience with the website?
- Ease of logging into the site
- Ease of navigating the site
- Usefulness of the tools
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How would you rate the following modes of communication from Edfinancial/ESA?
Letters
- Frequency
- Clarity and Usefulness
Statements
- Accuracy
- Timing of delivery date
- Clarity and Usefulness
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How would you rate your overall satisfaction with Edfinancial Services on a scale of 1 to 5?
- (1 = very dissatisfied; 5 = very satisfied)
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