2010 TreasuryDirect® Customer Survey
OMB No. 1535-0122
Welcome to the 2010 TreasuryDirect Customer Survey. Thank you for participating in this important effort. Your candid feedback is essential for us to improve our level of online services.
Confidentiality. Your personal responses will remain confidential, as TreasuryDirect survey responses are only published in aggregate form. To protect your identity, this survey does not ask for personally identifiable information, so please do not provide your name or TreasuryDirect account number.
*******PAPER ONLY**********
Due Date. Please return your survey by _________ in the enclosed postage-paid envelope or by fax to _______. Or, you may complete the survey online at _________. Your password to begin the survey is _________. The survey takes about 9 minutes to complete.
*******WEB
ONLY**************
Navigation.
Please use the ‘Previous
Page’ and
‘Next
Page’ buttons
to navigate within the site. If you cannot finish in one session,
simply close your web browser; the site will save your responses.
Later, you can click the link in your invitation e-mail and enter
your password to resume. When you are finished, click ‘Submit’
at the end of the survey to send your responses. The survey takes
about 9 minutes to complete.
Questions?
For questions about the survey, contact our survey contractor, ASR
Analytics, by phone at 1-800-XXX-XXXX
or by e-mail at [email protected].
For questions about
your TreasuryDirect account, go to www.treasurydirect.gov
and click the “Contact Us” link at the top of the page.
Investment Practices
What types of financial investments do you currently own? (select all that apply)
U.S. Treasury Bills, Notes, Bonds, or Treasury Inflation-Protected Securities (TIPS) - GO TO Q3
U.S. Savings Bonds - GO TO Q3
Bank-type products such as savings, money market, certificates of deposit
Employer retirement savings plan such as 401K, Thrift Savings Plan (TSP), Employee Stock Ownership Plan (ESOP), Simplified Employee Pension (SEP)
Individual retirement savings plan such as IRA or Roth IRA
College savings/529 plan
Preferred/common stock
Mutual funds or Exchange-Traded Funds (ETFs)
Municipal/corporate bonds
Real estate
None
Other: __________________________
Have you ever bought Treasury securities—including U.S. Savings Bonds—from any source? (select only one)
Yes
No - SKIP Q3
During the last 12 months, which of the following Treasury securities have you bought? (select all that apply)
U.S. Savings Bonds
U.S. Treasury Bills
U.S. Treasury Notes
U.S. Treasury Bonds
Treasury Inflation-Protected Securities (TIPS)
None
IF Q1 = “U.S. Treasury Bills, Notes, Bonds, TIPS”: Where do you hold Treasury bills, notes, bonds, or Treasury Inflation-Protected Securities (TIPS)? (select all that apply)
Broker/dealer account (through a mutual fund or investment company)
Bank, savings & loan, or credit union account
Retirement account
TreasuryDirect account
Legacy Treasury Direct account
Don’t know
IF Q1 = “U.S. SAVINGS BONDS”: Which of the following statements describe the savings bonds that you own? (select all that apply)
I have paper savings bonds.
I have savings bonds in TreasuryDirect.
GROUPS A-C: To the best of your knowledge, approximately how much of your investment portfolio—including U.S. Savings Bonds—is held in TreasuryDirect? (select only one)
0%
1 – 10%
11 – 25%
26 – 50%
51 – 99%
100%
Don’t know
GROUPS A-C: When buying securities in TreasuryDirect, please tell us (A) how important each item is to you and (B) how satisfied you are with each item.
|
(A) IMPORTANCE |
(B) SATISFACTION |
|||||
|
Very Important |
Somewhat Important |
Not at all Important |
Very Satisfied |
Somewhat Satisfied |
Not Very |
Not at all Satisfied |
a. Safety of website |
1 |
2 |
3 |
1 |
2 |
3 |
4 |
b. Convenience of online account |
1 |
2 |
3 |
1 |
2 |
3 |
4 |
c. Direct-hold
relationship with |
1 |
2 |
3 |
1 |
2 |
3 |
4 |
d. Registration options
for entities |
1 |
2 |
3 |
1 |
2 |
3 |
4 |
e. 24/7 online account access |
1 |
2 |
3 |
1 |
2 |
3 |
4 |
f. Ease of account use |
1 |
2 |
3 |
1 |
2 |
3 |
4 |
GROUPS A-C: Please use the space provided below to comment on any of the above items. ___________________________________
GROUPS B-D: Which of the following statements describe why you haven’t bought securities in TreasuryDirect in the last two years (or ever)? (select all that apply)
I’d rather buy U.S. Savings Bonds in paper form.
I’d rather buy U.S. Treasury securities through a financial institution or my employer.
I prefer other investment options.
I don’t find the interest rates attractive.
I don't find my TreasuryDirect account easy to use.
My TreasuryDirect account is new; I haven’t used it yet.
I don’t have funds to invest at this time.
Other:
_______________________________________________________________
How likely are you to buy securities—including savings bonds—in TreasuryDirect during the next 12 months? (select only one)
Very likely
Somewhat likely
Not very likely - GROUP A GO TO Q11
Not at all likely - GROUP A GO TO Q11
Don’t
know
GROUP A if responded “Not very likely” or “Not at all likely” in Q10: Why are you unlikely to buy securities in TreasuryDirect during the next 12 months? (select all that apply)
I’d rather buy U.S. Savings Bonds in paper form.
I’d rather buy U.S. Treasury securities through a financial institution or my employer.
I prefer other investment options.
I don’t find the interest rates attractive.
I don't find my TreasuryDirect account easy to use.
I don’t have funds to invest at this time.
Other: __________________________________________________________________
Navigating Your TreasuryDirect® Account
12. From the list provided below, please select all of the reasons you typically access your TreasuryDirect account. (select all that apply)
13. On recent visits to your TreasuryDirect account, how easy or difficult was it to find information you needed? (select only one) - REQUIRED
Very easy - GO TO Q16
Somewhat easy - GOTO Q16
Somewhat difficult
Very difficult
Not applicable - GO TO Q16
14. If responded “Somewhat difficult” or “Very difficult” in Q13: Which of the following difficulties did you experience in attempting to find information in TreasuryDirect? (select all that apply)
Organization of information was confusing
Too much non-essential information
Error messages were confusing
‘Back’ or ’Forward’ button ended my session
Pending transactions were difficult to locate
Tax statements were difficult to locate
Navigational buttons, tabs and links weren’t helpful
Too many clicks to reach the information
15. If responded “Somewhat difficult” or “Very difficult” in Q13: What information were you looking for? _____________________________________________________________________________
Opening and Managing Your TreasuryDirect® Account
16. Based on your most recent experiences with TreasuryDirect, please indicate how satisfied you were with each of the following items.
|
Very Satisfied |
Somewhat Satisfied |
Not Very Satisfied |
Not at all Satisfied |
N/A |
a. Ease of setting
up your TreasuryDirect |
1 |
2 |
3 |
4 |
|
b. Using a minor-linked account (which is an account for your child that is linked to your primary account) |
1 |
2 |
3 |
4 |
|
c. Using a custom-linked account (which is an account for a specified purpose, like "Jane Doe’s College Fund," that is linked to your primary account) |
1 |
2 |
3 |
4 |
|
d. Updating your account information such as address or password |
1 |
2 |
3 |
4 |
|
e. Updating your bank information |
1 |
2 |
3 |
4 |
|
17. Please use the space below to add any comments regarding your satisfaction with the above items: ____________________________________________________________________________
Buying Securities and Other TreasuryDirect® Transactions
18. Based on your most recent experiences with TreasuryDirect, please indicate how satisfied you were with each of the following items.
|
Very Satisfied |
Somewhat Satisfied |
Not Very Satisfied |
Not at all Satisfied |
N/A |
a. Buying securities in TreasuryDirect |
1 |
2 |
3 |
4 |
|
b. Buying savings bonds in TreasuryDirect to deliver as gifts |
1 |
2 |
3 |
4 |
|
c. Converting
your paper
savings bonds to electronic |
1 |
2 |
3 |
4 |
|
d. GROUPS A-C: Using
a repeat purchase |
1 |
2 |
3 |
4 |
|
e. GROUPS A-C:
Reinvesting
your marketable |
1 |
2 |
3 |
4 |
|
f. GROUPS A-C:
Transferring your
securities |
1 |
2 |
3 |
4 |
|
g. GROUPS A-C: Selling
your marketable |
1 |
2 |
3 |
4 |
|
19. Please use the space below to add any comments regarding your satisfaction with the above items:
___________________________________________________________________________
Customer Service
20. In the last two years, approximately how many times did you contact TreasuryDirect customer service for assistance? (select only one)
0 - GO TO Q24
1 – 2 times
3 – 5 times
More than 5 times
Don’t recall - GO TO Q24
21. In the last two years, how did you contact TreasuryDirect customer service? (select all that apply)
Telephone
Postal mail
Don’t recall
22. Based on your overall experience with TreasuryDirect’s customer service, please indicate how satisfied you were with each of the following items.
|
Very Satisfied |
Somewhat Satisfied |
Not Very Satisfied |
Not at all Satisfied |
a. Helpfulness of the customer service representative |
1 |
2 |
3 |
4 |
b. Promptness of the customer service |
1 |
2 |
3 |
4 |
c. Courteousness
of the customer service |
1 |
2 |
3 |
4 |
23. Please use the space below to add any comments regarding your satisfaction with the above items:
______________________________________________________________________________
Security
24. How satisfied are you with TreasuryDirect account security features (e.g., the access card, the virtual keyboard, and e-mail alerts for sensitive transactions)? (select only one) - REQUIRED
Very satisfied
Somewhat satisfied
Not very satisfied
Not at all satisfied
25. How satisfied are you with the login process? (select only one)
Very satisfied
Somewhat satisfied
Not very satisfied
Not at all satisfied
26. How does TreasuryDirect account security compare with other financial websites you use? TreasuryDirect is … (select only one)
More secure
About the same
Less secure
Don’t know
Overall Satisfaction
27. Overall, how satisfied are you with your TreasuryDirect account? (select only one) - REQUIRED
Very satisfied
Somewhat satisfied
Not very satisfied
Not at all satisfied
Looking Forward
28. TreasuryDirect would like your feedback regarding possible new services and features. Please indicate the extent to which each of the following features appeals to you.
|
Very Appealing |
Somewhat Appealing |
Not Appealing |
a. Live chat for online help from a TreasuryDirect representative |
1 |
2 |
3 |
b. Automated phone service for purchases and reinvestments |
1 |
2 |
3 |
c. Personal access via mobile devices |
1 |
2 |
3 |
d. Compatibility with financial software |
1 |
2 |
3 |
e. E-mail confirmations for transactions |
1 |
2 |
3 |
f. ‘Select all’ options when redeeming savings bonds |
1 |
2 |
3 |
g. Search functionality within your account |
1 |
2 |
3 |
h. Auto-advance to the next field when entering dates, phone numbers, or Taxpayer ID Number |
1 |
2 |
3 |
29. Do you use any of the following social networking tools? (select all that apply)
Flickr
MySpace
YouTube
Vimeo
Google or Yahoo! groups
Del.icio.us
RSS feeds
None - GO TO Q32
Other:
_______________________
30.
How helpful would it be to you if TreasuryDirect were to offer
information/support via social
networking tools?
(select only
one)
Very helpful
Somewhat helpful
Not helpful - GO TO Q32
Don’t
know - GO TO Q32
31. How would you envision using these tools with your TreasuryDirect account? (select all that apply)
Get TreasuryDirect alerts/updates
Get answers to questions/problems from a TreasuryDirect blog
Contact customer service
Provide feedback to TreasuryDirect
Subscribe to an RSS feed for TreasuryDirect
Other: __________________________
Demographics
If you are representing an entity, please skip to question 39.
32. What is your gender? (select only one)
Male
Female
33. What is your age? (select only one)
Under 25
25-34
35-44
45-54
55-64
65-74
75-84
Over 84
34. What is your current marital status? (select only one)
Married
Not Married
35. How many children under 18 years old live in your household? (select only one)
None
1
2
3
4 or more
36. Which best describes your current employment status? (select only one)
Full-time
Part-time
Retired
Unemployed
37. What is the highest level of formal education you have completed? (select only one)
Less than high school
High school or equivalent/GED
Some college or trade school
Bachelor’s degree
Graduate or post-graduate degree
Other: ______________________
38. What is your gross (pre-tax) annual household income? (select only one)
Under $25,000
$25,000 to $49,999
$50,000 to $74,999
$75,000 to $99,999
$100,000 to $149,999
$150,000 to $249,999
Over $249,999
39. TreasuryDirect would like your feedback on ways to improve current services and on new features that interest you. Please provide your comments on any aspect of TreasuryDirect or this survey. Thank you for your time.
______________________________________________________________________________________
PRIVACY ACT AND PAPERWORK REDUCTION ACT NOTICE. This survey has been approved by the Office of Management and Budget, as required by the Paperwork Reduction Act of 1995, under control number 1535-0122.
The
collection of information you are requested to provide on this
questionnaire is authorized by Executive Order 12862, Setting
Customer Service Standards. The purpose of requesting the
information is to ensure the Federal Government provides quality
service to the American people. It's voluntary that you provide the
requested information. Information concerning you, your securities
holdings, and transactions is considered confidential under Treasury
regulations (31 CFR Part 323) and the Privacy Act. However, a
routine use of this information includes disclosure to agents and
contractors who assist us in the management of the public debt.
We estimate
the time required to fill out this questionnaire will average 9
minutes. However, you are not required to provide the information
requested unless a valid OMB control number is displayed on the
form. Send
comments regarding this burden estimate or any other aspects of this
collection of information, including suggestions for reducing the
response time, to the Bureau of the Public Debt, Forms Management
Officer, Parkersburg, WV 26106-1328.
TreasuryDirect® is a registered mark of the Department of the Treasury
File Type | application/msword |
File Title | Customer Satisfaction |
Author | Denette Adams |
Last Modified By | Jeremy Howard |
File Modified | 2010-01-29 |
File Created | 2010-01-27 |