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And the Survey Says… “Please make your trainings available to view anytime.”

September 3, 2013

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Each quarter, the Department of Education surveys 75 schools to rate our customer service.  They also survey borrowers and FSA and evaluate our default rate efforts. The results identify the selected schools only by category of public, private, or proprietary.  This maintains confidentiality, while allowing us look for trends and identify ways to improve our services.

I am very pleased that Nelnet just finished in the #1 spot for the second year in a row!  Still, we are continuously striving to find ways to enhance our service and processes, and there are many new improvement initiatives underway.

When the survey results are released, I first scan the numbers to look for trends across the categories.  Then I jump to the comment section.  This feedback is very helpful. It allows us to really hear how Nelnet can improve our service to financial aid professionals and, also important, what we are already doing that is working well.

I’ve decided to start a series of articles called, “And the Survey Says…” to address comments we are getting on these surveys.  The person that made the comment may never read this, but then again, they just might! At the least, other schools that were not selected for the survey may have similar questions or experiences.

Here is one comment we’ve received about our training program:

“I know that they have webinars, but maybe they can have it set up so I can access it at a later time and date. So really just the flexibility of accessing it on my own time.”

The short answer:  You already can!

We have offered trainings for many years.  We call them Webinar Wednesdays, and attendance has continued to grow since the start. The live webinars are held on Wednesdays, but a few years ago we were asked to record them for viewing with flexible schedules.  So we did.

If you can’t make it on a Wednesday, please check out the narrated PowerPoint presentations.  You can find them on our www.nelnetloanservicing.com website. (Just click on the Training tab.) This entire site is just for financial aid professionals and has a variety of tools that you can use with your students, like financial literacy resources, samples of borrower communications, default prevention plans for your campus, and much more.  Check it out!

Most importantly, never wait until you get a survey to give us your feedback.  Have a question, idea, or concern? Let us know right away.  We’re here to help!

Jim Harris, Managing Director, Nelnet Partner Solutions

Jim Harris, Managing Director, Nelnet Partner Solutions

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