Form 1 Retiree Survey

OMB#: 0925-0648 ExpDate: 3/31/18 

Public reporting burden for this collection of information is estimated to average 5 minutes per response, including the time for reviewing instructions, searching existing data sources, gathering and maintaining the data needed, and completing and reviewing the collection of information.  An agency may not conduct or sponsor, and a person is not required to respond to, a collection of information unless it displays a currently valid OMB control number.  Send comments regarding this burden estimate or any other aspect of this collection of information, including suggestions for reducing this burden, to: NIH, Project Clearance Branch, 6705 Rockledge Drive, MSC 7974, Bethesda, MD 20892-7974, ATTN: PRA (0925-0648).  Do not return the completed form to this address.    

Instructions BLPB Retiree Customer Satisfaction Survey

Greetings,

We appreciate any feedback you might have about your experience working with the NIH Office of Human Resources. This brief survey should take less than 5 minutes to complete, and individual responses will remain confidential.  Results will be compiled by the Survey Team in the HR Systems Analytics and Information Division, and summary reports will be provided to BPLB.  Your responses will provide valuable insights that can help BPLB improve its customer service.

If you have questions concerning this survey, please contact AskBPLB@od.nih.gov at the National Institutes of Health Office of Human Resources.

If you encounter technical difficulties with the survey, please contact http://intrahr.od.nih.gov/helpdeskform.htm.

NOTE: Text in purple box are survey logic and will not be visible to survey takers.

Questions

1. What area in BPLB did you request assistance?

• Benefits

• Retirement

• Processing Unit

• Leave Bank

• Payroll

• Workers’ Compensation

2. Who assisted you with your ___ issue?

   1. Cheryl Baker

   2. Thomas Brown

   3. Nneka Caldwell

   4. I do not know

   5. Not listed

Logic: Show Question if: Question 2 is “Not Listed”.

3. Please provide the name of the individual who assisted you:

1. Open ended

4. Please rate your overall satisfaction with the customer service you received.

   1. Very Dissatisfied

   2. Dissatisfied

   3. Neutral

   4. Satisfied

   5. Very Satisfied

5. Please list the month and year of contact or service requested. .

   1. Month [drop down menu]

   2. Year [drop down menu]

6. Please rate your level of agreement with the following statements.

	Strongly Disagree	Disagree	Neither Agree nor Disagree	Agree	Strongly Agree
My benefits action was completed in a timely fashion.
The assistance I received was accurate.
My Human Resources Specialist was courteous.
My Human Resource Specialist or liaison was knowledgeable about the topic I needed assistance with.

7. What would help improve your experience in the future? Please describe below:

(Open text)

Logic: Show Question if: Question 6 is “Disagree” or “Strongly Disagree”.

8. Please provide any feedback or suggestions on how BPLB can improve customer service:

(Open text)