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Federal Student Aid, Department of Education

Financial Aid for Education Beyond High School


FSA serves more than 42 million customers and has a lending portfolio of more than 1.3 trillion dollars

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Federal Student Aid (FSA) has one of the largest consumer loan portfolios in the country (over $1.3 trillion). It is critical that we provide a customer experience that is on par with world-class financial services firms and establish our organization as one of the most trusted brands in the student aid industry. The Next Generation Financial Services Environment (Next Gen FSA) will enable FSA to realize this vision by modernizing the way we connect with our customers, while streamlining our student aid systems and processes.

CX Plans and Progress

Service design artifacts to support Customer Experience planning and change management. Each agency generates operational data; including web traffic and customer feedback.

Progress

View CX Feedback Data
Digital Analytics Data
Operational Data
Reporting Notes

CX Feedback Data

During this quarter, the HISP collected feedback under a PRA clearance that does not all for public disclosure. HISPs are required to establish the new A-11 Section 280 generic clearance that allows for public reporting by October 1, 2020.

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Digital Analytics Program Data

This HISP is collecting customer feedback under the Fast Track clearance process of the PRA and so it cannot be shared publicly at this time.

Operational Data

Touchpoint FY19 Q1 FY19 Q2 FY19 Q3 FY19 Q4
FAFSA applications submitted 6.3 million 5.2 million 21.5 million 2.5 million
FAFSA.gov visits 30 million 26.5 million 3.5 million 21.5 million
myStudentAid app downloads     246,000 294,000
myStudentAid app FAFSA submissions     52,000 26,000
Customers checking load balances via myStudentAid app     15,000 19,000

Reporting Notes

  • CX Feedback Data: HISPs are currently in the process of aligning their customer feedback collections to seven government-wide CX measures. These measures align to specifically worded questions that agencies may make minimal changes to (to ensure relevancy for their context) and be scored on a scale of 1 to 5, with 5 indicating strong agreement with a measure statement. Agencies that use a 10 point scale provide a calculation for converting results to a five point scale. Many are collecting customer feedback under clearances that did not include a provision to share this data publicly. HISPs without the current capacity to collect and share data using the government-wide measures must identify a target date for reporting of these metrics not to exceed FY 2021, Quarter 1.
  • Operational Data: HISPs were provided the opportunity to submit operational data in their quarterly reporting to OMB that provides context regarding their customers' experiences with their service.