Surveys for User Satisfaction, Impact and Needs

The International Trade Administration’s (ITA) is mandated by Congress to create prosperity by strengthening the international competitiveness of U.S. industry, promoting trade and investment, and ensuring fair trade and compliance with trade laws and agreements. ITA accomplishes this by providing counseling, programs and services to help U.S. organizations export and conduct business and overcome challenges abroad, addressing unfair trade practices, providing actionable data, information, and assistance related to trade agreements, and defending against unfair trade. ITA’s programs include information products, data tools, services, trade events, and educational events. To fulfill its mission effectively and demonstrate the agency’s commitment to continual improvement, ITA requires ongoing feedback on all of its programs. This information collection instrument allows ITA to solicit customer opinions about their use of and engagement with ITA websites, programs, products, services, and events. To promote optimal use and provide focused and effective improvements to ITA programs, we are requesting approval for this clearance package; including: use of Comment Cards (i.e. transactional-based surveys) to collect feedback immediately after ITA assistance is provided to customers; use of annual surveys (i.e. relationship-based surveys) to gauge overall satisfaction, impact and needs for customers with ITA assistance provided over a period time. Without this information, ITA is unable to systematically determine the actual and relative levels of performance for its programs and products/services and to provide clear, actionable insights for managerial intervention. This information will be aggregated as part of ITA’s Voice of Customer (VOC) program, an enterprise approach to analyze, report and act on customer feedback captured across key touchpoints. ITA will use this data for continued evaluation and improvement, strategic planning, allocation of resources, stakeholder reporting, and to ultimately improve customer experiences.

The latest form for Surveys for User Satisfaction, Impact and Needs expires 2028-01-31 and can be found here.