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FMG Debt Collection User Experience Study (Feb. 2016)
The CFPB worked with Fors Marsh Group (FMG) to develop a model validation notice for Regulation F intended to clearly communicate key information about the debt and about how consumers can respond to the notice. To assess how different content, wording, and formatting could influence consumer perception and behavior, FMG conducted interviews with consumers as they reviewed a series of model validation notices. FMG conducted 30 one-on-one interviews with consumers.
FMG Debt Collection Cognitive Interviews
The CFPB worked with Fors Marsh Group (FMG) to develop a model validation notice for Regulation F intended to clearly communicate key information about the debt and about how consumers can respond to the notice. To assess how different content, wording, and formatting could influence consumer perception and behavior, FMG conducted interviews with consumers as they reviewed a series of model validation notices. FMG conducted 30 one-on-one interviews with consumers.