The FEMA Recovery Directorate, Customer Satisfaction Analysis (CSA) Section owns and administers the Customer Satisfaction Analysis System (CSAS). CSAS collects, stores, and reports on responses received through surveys, questionnaires, focus groups, and/or one-on-one interviews designed to assess customer satisfaction and improving FEMA services. FEMA conducted this PIA because CSAS stores PII from FEMA employees and members of the public in order to conduct CSA’s customer service satisfaction assessments. February 27, 2014. PDF, 19 pages.