Client Satisfaction
It is our mission for every client to be 100% satisfied with the service we provide.
Client Feedback
To gain a detailed understanding of their experience, we invite each client to participate in a post-call
survey that asks for both quantitative and qualitative feedback. This feedback
is carefully reviewed by our team to ensure we are maintaining the highest level of service possible
and to make certain our clients are completely satisfied. The results of the survey are also posted on
our website where they are accessible to all.
We encourage you to view the survey results and read the actual comments
from more than 200,000 of our clients.
We are honored and proud that 98% of our surveyed clients would recommend us to a friend or family member.
How We Ensure Excellence
We make certain our team of Student Aid Advisors adheres to the highest standards of quality and professionalism
through comprehensive training and continued evaluation.
Training
Each of our Advisors is required to undergo and pass a rigorous training program that consists of 6 weeks of new hire
training and professional development. Our comprehensive curriculum focuses on student aid processes; FAFSA preparation,
error detection, filing, processing and follow-up; system training; client relations and standards training;
and organizational training and expectations.
Continued Evaluation
We regularly assess, monitor, and coach our Advisors to make certain our clients receive friendly, efficient, and accurate service.
To measure the effectiveness of every client interaction that occurs, we have created a very specific ratings process
that focuses on 8 core areas of client experience. Service center phone calls are recorded, stored for listening and
then graded using this system. Advisors are scored no less than 10 times per month, and a nearly perfect accuracy
rating is required to pass.
Issue Resolution
When a client expresses concern about any part of their experience, we take that concern very seriously.
We believe that our service holds a great value and strive for every client to be completely satisfied with it.
If for any reason a client is not satisfied, we will work with them until a successful resolution is achieved.
We will also determine if it is necessary to adjust our policies, procedures, or training practices to help prevent
similar situations for our future clients.
Our Client Relations team can be reached at 1.855.575.1165.