Frequently Asked Questions
Who has access to the survey results?
NCUA’s Ombudsman manages the pilot survey and receives the survey responses. Aggregate summary results will be shared with NCUA leadership.
Close and return to topI did not receive a survey, but my examination was recently completed. Who should I contact?
If you did not receive an email with a link to your survey, please check your ‘Spam Mail.’ You may also contact the NCUA Ombudsman at 703.518.1175 or ombudsman@ncua.gov.
Close and return to topWhen will I receive the survey?
The survey will be distributed to the credit union within 2 weeks after the examination is marked complete by the NCUA examiner.
Close and return to topI am a federally insured, state-chartered credit union. Can I complete the survey?
Not at this time. However, you may submit feedback to the NCUA Ombudsman at 703.518.1175 or ombudsman@ncua.gov.
Close and return to topWhat should I do if I encounter technical challenges while completing the survey?
If you experience any technical difficulties or challenges while completing the survey, please reach out to Optimal Solutions Group for assistance. You can contact them by email at NCUA@optimalsolutionsgroup.com.
Close and return to topCan I save my progress and return to the survey later?
Yes, your responses will be automatically saved, and you may return to the survey before the closing date. We recommend you use the same device and browser to access the survey to resume where you left off.
Close and return to topWill my responses be confidential?
Yes, your responses are kept in a Federal Risk and Authorization Management Program (FedRAMP) secure environment for the duration of the survey’s open period. The NCUA Ombudsman will receive the survey responses and provide aggregate survey data to NCUA leadership.
Close and return to topWhat should I do if I have questions about specific survey questions?
Please contact the NCUA Ombudsman at Ombudsman@NCUA.gov for assistance.
Close and return to topIs there a deadline for contacting Optimal Solutions Group for technical support?
We recommend you contact Optimal Solutions Group at NCUA@optimalsolutionsgroup.com as soon as possible during the survey’s open period if you encounter any technical challenges to ensure timely resolution.
Close and return to topCan I change my responses after I submit the survey?
Unfortunately, no. Once you submit the survey, responses cannot be changed. Until that point, you may return to previous pages and change your responses. Note: You may only submit one survey response.
Close and return to topWhat should I do if the webpage says I have completed the survey, but I have not submitted it?
This is likely an error with the webpage. Please try using a private or “incognito” browser window and try clearing your browser’s cache. If you are still experiencing an issue, please contact NCUA@optimalsolutionsgroup.com for technical support.
Close and return to topHow long does it take to complete the survey?
Completing the survey should take approximately ten minutes.
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