Consumer Support Professionals: Questionnaire on Administrative Workarounds

What We're Researching

We're running a paid study on the everyday administrative hurdles that consumers encounter. We want to understand the common problems people face, how they attempt to resolve them, and the hidden costs involved in these workarounds. Your insights will help identify areas where new software or services could alleviate these burdens.

How It Works

You will complete an independent, eight-question written survey. The questionnaire asks you to describe a recent, anonymous example of a consumer problem you observed. You will provide estimates on the frequency of the issue, associated costs, and potential limits for new software solutions. The entire task is conducted asynchronously through our secure online platform.

Who This Is For

We are looking for adults with recent, direct experience helping consumers navigate administrative tasks. We welcome customer support professionals, social workers, administrative assistants, and dedicated volunteers. Candidates should be comfortable distinguishing observed facts from estimates and providing constructive feedback on potential software solutions.

Responsibilities

• Complete an eight-question written survey about consumer administrative problems.
• Describe a recent, anonymous example of a recurring issue you have observed.
• Estimate the time, financial cost, and frequency of current workarounds.
• Identify professional, legal, or privacy limits that a new software tool would need to respect.

Requirements

• Recent professional or volunteer experience assisting consumers with administrative tasks.
• Ability to clearly distinguish between observed facts and estimates.
• Comfortable providing detailed written responses independently.
• Commitment to maintaining consumer privacy by omitting identifying details.