Department of Education  

Federal Student Aid Customer Service

Goal Statement: Leverage the Next Generation Financial Services Environment (Next Gen FSA) to improve and personalize customers’ experience with Federal Student Aid (FSA). By September 30, 2021, FSA will transform its relationship with prospective and current customers through deployment of significant components of the Next Gen FSA that result in a personalized experience:

• The number of individuals submitting a Free Application for Federal Student Aid® (FAFSA®) through a mobile device will increase to 2.6 million.
• The overall customer satisfaction level throughout the student aid life cycle, as measured by the FSA Customer Satisfaction score,* will increase.

*The Federal Student Aid Customer Satisfaction Score is an annual composite metric that measures the overall customer satisfaction level throughout the student aid life cycle for Free Application for Federal Student Aid® (FAFSA®) applicants (mobile and FAFSA.gov), Title IV aid recipients in school, and borrowers in repayment. The score is based on the American Customer Satisfaction Index surveys.

Goal Action Plans & Progress Updates