Opportunity
SAM #3509_5456
Federal Student Aid award for ACSI-based customer satisfaction survey services
Buyer
Federal Student Aid
Posted
October 14, 2026
Identifier
3509_5456
NAICS
541910, 541611
The U.S. Department of Education’s Federal Student Aid (FSA) awarded a $6 million contract for customer satisfaction survey services. - Government buyer: U.S. Department of Education; Federal Student Aid (FSA); Contracts Operations Division (COD). - Service provider: CFI Group USA, LLC. - Services: Survey and analyze customer experience for student aid post-transaction processes and services, including FAFSA, Title IV service providers, email campaigns, contact centers, and potentially other FSA lines of business. - Notable requirement: Use the American Customer Satisfaction Index (ACSI) methodology to preserve comparability with historical results. The award justification cites CFI Group USA, LLC’s exclusive U.S. license for customized ACSI methodology in government. - Products and quantities: No products, part numbers, or quantities are specified.
Description
FSA had a need for measuring the performance of different student aid post-transaction processes, products, and services including the Free Application for Federal Student Aid (FAFSA), Title IV service providers, e-mail campaigns, contact centers, and potentially additional lines of business by way of customer satisfaction surveys using the American Customer Satisfaction Index (ACSI) methodology.