• 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)
  • 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 = excellent)
    Clear response about any further actions needed, if necessary (1 = poor; 5 = excellent)
  • 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)
  • Do you receive emails from Edfinancial?

    How would you rate your experience with the emails?

    Frequency
    Clarity and Usefulness
  • 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
  • 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
  • How would you rate your overall satisfaction with Edfinancial Services on a scale of 1 to 5?

    (1 = very dissatisfied; 5 = very satisfied)