US MINT CUSTOMER SURVEY CFI Group
Final Draft October 2007
2007 Customer Satisfaction Survey
U.S. Mint Numismatic/Commemorative Coins
Department of the Treasury
PROG. NOTE: Move in CONTACT NAME from sample
[CONTACT NAME]: FNAME LNAME FROM SAMPLE
May I speak with (RESTORE CONTACT NAME)?
Hello, I'm (NAME) with (VENDOR) calling on behalf of the U.S. Mint. We are conducting research on how satisfied users are with coin purchases--I mean numismatic (NEW-MISS-MATIC) and commemorative coin purchases--not the coins you use for everyday purchases. I want to ask you about coins such as the annual proof, silver proof, or uncirculated sets; American Eagle proof, uncirculated or bullion (BULL-YUN) coins; American Buffalo 24K proof or bullion coins and commemorative coins and sets produced by the United States Mint. The purpose of the research is to help the U. S. Mint improve its services to you and people like you. Your opinions are very important for this research. Your name will be held completely confidential and never connected to your answers. Your participation is voluntary and you may stop at any time or skip any question you do not wish to answer. This interview will take 8-10 minutes and is authorized by Office of Management and Budget Control No. 1505-0191.
QA. In the past year, have you purchased any numismatic (NEW-MISS-MATIC) or commemorative coins? (READ IF NECESSARY: Coins such as annual proof, silver proof, or uncirculated sets; American Eagle proof, uncirculated or bullion (BULL-YUN) coins)
Yes
No
DK
REF
{IF QA=1, CONTINUE; OTHERWISE GO TO TERMINATE SCREEN}
QB. Where, or from whom, did you purchase these coins in the past 12 months? (ASK AS OPEN END; ACCEPT UP TO EIGHT MENTIONS) (PROBE IF NECESSARY: Did you purchase coins anywhere else?)
U.S. Mint by phone
U.S. Mint by mail
U.S. Mint online catalog
Coin dealer retail location
Online coin dealer
Coin collectors/individuals
E-Bay
Home shopping network (HSN, QVC, etc.)
Other (SPECIFY)
DK
REF
QC. About how many times in the past 12 months have you purchased these types of coins?
[RECORD NUMBER 1-96]
97 or more
DK
REF
PROG. NOTE: TERMINATE SCREEN
Those are all of the questions I have for you. Thank you for your interest in this project.
Q1. First, please consider all your experiences in the past year with purchasing coins from the U.S. Mint. Using a 10-point scale, on which "1" means "not very high" and "10" means "very high," how would you rate the overall quality of the purchase of these coins from the U.S. Mint?
[RECORD NUMBER 1-10]
DK
REF
Now, I’d like to ask you about the commemorative coins you purchased. Please use a 10-point scale on which “1” means “poor” and “10” means “excellent” to rate the following:
Q2. The variety of commemorative coins available for purchase
[RECORD NUMBER 1-10]
DK
REF
Q3. The appearance of the packaging
[RECORD NUMBER 1-10]
DK
REF
(IF QB = 1, 2 or 3 ASK Q4-Q7 ELSE SKIP TO Q8)
Now please think about the order process as it relates to the commemorative coins you purchased specifically through the U.S. Mint either online, over the phone or via mail. Please use a 10-point scale on which “1” means “poor” and “10” means “excellent” to rate the following:
Q4. Ease of ordering
[RECORD NUMBER 1-10]
DK
REF
Q5. Promptness of receiving your order
[RECORD NUMBER 1-10]
DK
REF
Q6. Receiving the correct item(s) in your order
[RECORD NUMBER 1-10]
DK
REF
Q7. Accuracy of billing
[RECORD NUMBER 1-10]
DK
REF
Q8. Have you received any communications from the US Mint? This includes brochures, post cards, and e-mails.
Yes
No
DK
REF
(IF Q8= 1 ASK Q9 ELSE SKIP TO Q10)
Think about the communications you receive from the US Mint. Use a 10-point scale where “1” means “poor” and “10” means “excellent.”
Q9. Providing you clear information on US Mint products
(IF QB = 1, 2 or 3 ASK Q4-Q7 ELSE SKIP TO Q8)
Q10. Have you contacted the US Mint by phone (1-800-USA-MINT) during the past 12 months?
Yes
No
DK
REF
(IF Q10 = 1 ASK Q11-Q13 ELSE SKIP TO Q14)
Think about the customer service representative that helped you. Use a 10-point scale where “1” means “poor” and “10” means “excellent” to rate the representative on the following:
Q11. Ease of reaching a representative
Q12. Courtesy and professionalism of representative
Q13. Production knowledge
Q14. Given the quality of your coin purchases, how would you rate the price that you paid for these purchases? Please use a 10-point scale on which "1" means "very poor price given the quality" and "10" means "very good price given the quality."
[RECORD NUMBER 1-10]
DK
REF
Satisfaction includes many things. Let's move on and talk about your overall satisfaction with your coin purchases from the U.S. Mint.
Q15. First, please consider all your experiences to date with the U.S. Mint. Using a 10-point scale on which "1" means "very dissatisfied" and "10" means "very satisfied," how satisfied are you with the purchase of these coins from the U.S. Mint?
[RECORD NUMBER 1-10]
DK
REF
Q16. Considering all of the expectations that we have discussed, to what extent have your purchases fallen short of your expectations or exceeded your expectations? Using a 10-point scale on which "1" now means "falls short of your expectations" and "10" means "exceeds your expectations," to what extent have the purchases of these coins fallen short of or exceeded your expectations?
[RECORD NUMBER 1-10]
DK
REF
Q17. Forget the coin purchases from the U.S. Mint for a moment. Now, I want you to imagine an ideal purchase of collector coins. (PAUSE) How well do you think the purchase from the U.S. Mint compares with that ideal purchase? Please use a 10-point scale on which "1" means "not very close to the ideal," and "10" means "very close to the ideal."
[RECORD NUMBER 1-10]
DK
REF
Next, I want you to think about any communication you may have had with the U.S. Mint or customer service personnel regarding complaints about your experience.
Q18. Have you complained to the U.S. Mint in the past year about the purchase of coins from the U.S. Mint?
Yes
No
DK
REF
{IF Q18= 1, ASK Q18A; OTHERWISE GO TO Q19}
Q18A. How well, or poorly, was your most recent complaint handled? Using a 10-point scale on which “1” means “handled very poorly” and “10” means “handled very well,” how would you rate the handling of your complaint?
[RECORD NUMBER 1-10]
DK
REF
Q19. The next time you are going to purchase numismatic (NEW-MISS-MATIC) or commemorative coins, how likely is it that it will be from the U.S. Mint? Using a 10-point scale on which "1" means "very unlikely" and "10" means "very likely," how likely is it that it will be from the U.S. Mint?
[RECORD NUMBER 1-10]
DK
REF
{IF Q19 = 6-10, ASK Q20; OTHERWISE GO TO FILTER BEFORE Q21}
Q20. Let us imagine that the U.S. Mint raises its prices further than now from the face value of the coins. If other sources of these types of coins remain at the same prices, how much can the U.S. Mint raise its price before you definitely would not choose to purchase from it the next time you purchase these types of coins?
Please provide your answer in percentages up to 25%.
[RECORD PERCENT 0-25]
26% OR MORE
Never would purchase from any other source
DK
REF
{IF Q19 = 1-5, ASK Q21; OTHERWISE GO TO INTRO BEFORE QD1}
Q21. Let us now imagine that the U.S. Mint lowers its prices. If other sources of collectable coins remain at the same prices, how much must the U.S. Mint lower its price before you would definitely choose to purchase from it the next time you buy these types of coins.
Please provide your answer in percentages up to 25%.
[RECORD PERCENT 0-25]
26 26% OR MORE
Never would purchase from the U.S. Mint again
DK
REF
Now, we need to ask a few demographic questions for the ACSI consumer profile…
QD1. What is your age, please?
[RECORD NUMBER OF YEARS 18-84]
DK
REF
QD2. What is the highest level of formal education you completed? (READ CODES 1 - 5)
1 Less than high school
2 High school graduate
3 Some college or associate degree
4 College graduate
Post-Graduate
DK
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QD3. Are you of Hispanic, Latino, or Spanish origin?
Yes
No
DK
REF
QD4. Do you consider your race(s) as: (READ CODES 1 - 5; ACCEPT UP TO FIVE MENTIONS)
1 White
2 Black/African American
3 American Indian or Alaska Native
4 Asian
5 Native Hawaiian or other Pacific Islander
Other race
DK
REF
QD5. What was your total annual family income in 2006? (READ CODES 1 - 7)
Under $20,000
$20,000 but less than $30,000
$30,000 but less than $40,000
40,000 but less than $60,000
$60,000 but less than $80,000
$80,000 but less than $100,000
$100,000 or more
DK
REF
QD6. Gender (By Observation)
Male
Female
| File Type | application/msword |
| File Title | American Customer Satisfaction Index |
| Author | JCioffi |
| Last Modified By | FCG |
| File Modified | 2007-10-04 |
| File Created | 2007-10-04 |