Borrower Satisfaction

Positive relationships affect borrower payment behavior. Our studies show that when borrowers understand they can turn to ASA as a trusted information source, they are more likely to take advantage of all repayment options, like deferment and forbearance, to avoid delinquency.

Our Borrower Satisfaction Surveys prove that contacting borrowers at the beginning of their repayment periods increases the likelihood of establishing a positive relationship. 95% of borrowers who were contacted by an ASA representative early on in their payment gave their interaction a positive overall rating—and that means they are more likely to consider calling ASA regarding their student loans if they run into payment problems.

Establishing a positive relationship with the borrowers becomes more and more difficult as the borrowers move further away from being in good standing, as the satisfaction numbers show. Only 88% of the borrowers surveyed who were already delinquent on their student loans gave their ASA interaction a positive rating, and only 69% of borrowers rated their ASA interaction positively if the contact occurred after they had already defaulted.