Federal Register/Vol. 82, No. 185 Comments due November 27, 2017
The SBA is proposing to fast track a generic voluntary collection of qualitative information as a means to gather customer and stakeholder feedback in an efficient, timely manner, in accordance with the SBA’s commitment to improving service delivery.
Qualitative feedback is that which provides useful insights on perceptions and opinions, but is not statistical surveys that yield quantitative results that can be generalized to the population being studied. Using this data, the SBA states, will provide insights which, in turn, help improve program management, provide an early warning of service issues, or focus attention on areas where communication, training or changes in operations might improve the delivery of products or services.
Collection methods would include focus groups, comment cards, customer satisfaction surveys and target areas such as timeliness, appropriateness, accuracy of information, courtesy, efficiency of service delivery, and resolution of issues with service delivery. To view the Federal Register on this issue, please click here: SBA Information Collection Fed Reg