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Customer Satisfaction with TT&L Remains High

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2004 Customer Events

Fed Contacts

Customer Satisfaction with TT&L Remains High

2003 TT&L Survey Results

A recent Federal Reserve survey reveals that customers are satisfied, overall, with the Treasury Tax and Loan (TT&L) programs and the National Customer Service Area (NCSA). Over 500 randomly selected TT&L customers nationwide responded to a survey that measured satisfaction with all aspects of TT&L, including customer support, adjustments, TIP statements, PATAX statements and the Voice Response System (VRS).

Customer feedback from the survey was compared with the feedback collected in a 2001 TT&L survey. The results show that satisfaction with TT&L remains high, with 89 percent of survey respondents indicating that they are satisfied with the NCSA and 93 percent indicating that they are satisfied with the TT&L programs, TIP and PATAX.

Survey respondents are particularly satisfied with the helpfulness of the NCSA staff, accuracy of information provided, clarity of adjustment resolution instructions, PATAX VRS ease of use and PATAX VRS confirmation time.

Customers also told us about several areas where there is room for improvement, such as staff courtesy and staff taking personal responsibility to solve problems.

We’re pleased that a large majority of our customers are satisfied with the various aspects of TT&L, and we appreciate their feedback. The Fed is committed to enhancing this service to meet increasing customer expectations in the future.

If you have questions, comments or suggestions for improving TT&L, call the NCSA at 1-888-568-7343. If you would like more information about TT&L products and services, visit our web site at www.frbservices.org/Treasury/TTL-Service.html.

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