1525-0012-0174 US Mint CSM Focus Groups, 1525-0012-0175 Product Fulfillment Survey 1525-0012-0176 CMS Tracking Survey 1525-0012-0177 Sets New Product Testing Survey

United States Mint Research: FY13 Quarterly Product Fulfillment Satisfaction Tracking Survey

FY2013 Questionnaire

OMB Control #xxxx-xxxx-xxxx.

October 3, 2012

Note to reader: Bold lines in between questions signify page/screen breaks.

Welcome to the United States Mint’s product satisfaction survey.

This survey is designed to help the United States Mint understand how it can improve the products and services it provides. According to the Paperwork Reduction Act of 1995, no persons are required to respond to a collection of information unless it displays a valid OMB number. The valid OMB control number for this information collection is xxxx-xxxx-xxxx. Your participation in this survey is ENTIRELY VOLUNTARY and should require approximately 10-15 minutes of your time.

All of your responses will be kept completely confidential.

We will not use this information to contact you or attempt to sell you any products or services.

If you have any questions or problems while completing the survey, please call Kyle Konopka weekdays from 9:00 AM to 5:00 PM EDT at 1-800-342-9102, or send an e-mail to [email protected]

Please click the Forward button to begin the survey.

To begin, we will first take a few minutes to familiarize you with our survey.

The survey will NOT ALLOW YOU TO SKIP A QUESTION. If you do not know an exact answer, then please give your best estimate.

You may click on the STOP button to pause the program to take a break. When you re-enter the survey you must use the same User ID and Password; the survey will return to the screen where you clicked Stop.

Please click the FORWARD button to begin.

(Based on sample file, assign order as high value $101 or more or low value, $100 or less.)

SCREENING CRITERIA

S-1 Have you received a product shipment from the United States Mint in the past 30 days?

Yes	
No	

Send to terminate screen if “No.”

SATISFACTION

For this survey, please think about the most recent order that you received from the United States Mint. (Do not think about an order that you have placed but have not yet received.)

Q.1 First, please indicate which items were included in this most recent order. (Check all that apply.)

Product Types	Items included in this most recent order – Select all that Apply -
Annual Coin Sets
Annual Clad Proof Sets (Full set, Quarters, Presidential $1 Coin)
- Full set	□
- Quarters set	□
- Presidential $1 Coin set	□
Annual Silver Proof Sets (Full set, Quarters)
- Full set	□
- Quarters set	□
Uncirculated Sets	□
American Eagle Coins
American Eagle Silver Coins	□
American Eagle Gold Coins	□
American Buffalo Coins
American Buffalo 24K Gold Coins	□
First Spouse Coins
First Spouse 24K Gold Coins	□
Commemorative Coins
Gold, Silver or Clad Commemorative Coins	□
Special Commemorative Coin Sets	□
Other Coins and Merchandise
Other United States Mint Products	□

Q.2a [IF MORE THAN 1 ITEM CHECKED IN Q1, INSERT “First think about your order overall. (We’ll ask about the individual items in your order a little later.)”] Please rate your satisfaction with the following aspects of this order, using a scale of 1 to 6, where “1” means “extremely dissatisfied” and “6” means “extremely satisfied.”

	Extremely Extremely Dissatisfied Satisfied
	1 2 3 4 5 6
Overall satisfaction with your order	     
Quality of the coins/items	     
Quality of the product packaging	     
Condition of the external (shipping) package	     
Timeliness/speed of receiving the order	     
Security of the delivery method	     
Packing material	     
Packing slip	     

Q.2b We’d like to understand more about the relative value you place on each of these aspects of your order.

Please distribute 100 “importance points” across the options below to indicate how important each would be to you. You can give each option as many, or as few importance points as you like – as long as the total sums to 100. If you do not think an item is important at all, give that item “0” points.

	# of importance points
Quality of the coins/items	________
Quality of the product packaging	________
Condition of the external (shipping) package	________
Timeliness/speed of receiving the order	________
Security of the delivery method	________
Packing material	________
Packing slip	________
	MUST SUM TO 100

Q.3a Why are you dissatisfied with the [INSERT ANSWER FROM Q2a]?

[If customer has 2 rows, excluding row 1, that are a “1” or “2” then ask Q.3 for both rows. If customer has 3 or more rows, excluding row 1, that are a “1” or “2” then randomly select 2 rows to ask for Q.3

Skip if they answered Q3a or higher for all rows, excluding row 1, in Q.2a.]

Q.3b (Skip if they answered 5 or 6 for Quality of the coins/items in Q.2a.)

Would you say that the reason you were not fully satisfied with the quality of the coins/items was due to…

Production by the United States Mint	
Issues that occurred while the coins/items were in transit (i.e., shipping problems)	
Both were likely factors	
Not sure	

Q.3c (Skip if they answered 5 or 6 for Quality of the product packaging in Q.2a.)

Would you say that the reason you were not fully satisfied with the quality of the product packaging was due to…

Production by the United States Mint	
Issues that occurred while the product packaging was in transit (i.e., shipping problems)	
Both were likely factors	
Not sure	

If only 1 row checked in Q.1, skip to Q.5

Q.4 Now please rate your satisfaction with each of the individual types of items you received in your order.

	Extremely Extremely Dissatisfied Satisfied
	1 2 3 4 5 6
INSERT ITEM #1 FROM Q1
Quality of the coins/items	     
Quality of the product packaging (not the external shipping packaging)	     
INSERT ITEM #2 FROM Q1
Quality of the coins/items	     
Quality of the product packaging (not the external shipping packaging)	     
ETC. [SHOW FOR EACH ITEM SELECTED IN Q1]
Quality of the coins/items	     
Quality of the product packaging (not the external shipping packaging)	     

Q.5a [If only 1 row checked in Q.1 ask] Was this most recent order…?

For yourself	
For a gift	

Please indicate if each item you purchased was for yourself or a gift.

	For yourself	For a gift
INSERT ITEM #1 FROM Q1		
INSERT ITEM #2 FROM Q1		
ETC. [SHOW EACH ITEM SELECTED IN Q1]		

Q.5b If Q.5a is a gift then ask: Did you buy a gift box for $4.95?

Yes	
No	

Please indicate if you purchased a gift box for $4.95 for each item listed below.

	Yes	No
INSERT ITEM #1 FROM Q1 and Q.5a is gift		
INSERT ITEM #2 FROM Q1 and Q.5a is gift		
ETC. [SHOW EACH ITEM SELECTED IN Q1 and Q.5a is gift]		

Q.5c If no for any item ask: Why didn’t you purchase a gift box?

_________________________

Q.6a How did you place this most recent order?

By phone	
Internet	
Mail-in order form	
Part of my subscription order	
Other	

Q6b. Did you receive an email confirming your order?

Yes	
No	

Q6c. (Ask only if Q6b = Yes) How satisfied were you with the…

	Extremely Extremely Dissatisfied Satisfied
	1 2 3 4 5 6
Clarity of the confirmation email	     
Timeliness of the confirmation email	     

Q.7 Was this most recent order delivered within the time frame you expected when you placed the order?

Yes	
No	

[If Q.7= Yes, skip to Q.11]

Q.8 Were you informed that there would be a delay in receiving the order after you placed your order?

Yes	
No	

[If Q.8 = No, skip to Q.11]

Q.9 Were you given a new estimated timeframe for expecting the order when you were notified of the delay?

Yes	
No	

[If Q.9 = No, skip to Q.11]

Q.10 Was the order delivered within the new expected time frame that you were told?

Yes	
No	

Q.11 Prior to receiving this order, did you receive a notification from the United States Mint informing you that this order had shipped?

	Yes	No
By E-mail		
By Phone		

[If Q.11= Yes for either row 1 or 2, skip to Q.13]

Q.12 Please explain in detail any other issues you experienced with the fulfillment of your order.

____________

Q.13 Now, please rate your satisfaction with these United States Mint product and service areas.

	Extremely Extremely Dissatisfied Satisfied
	1 2 3 4 5 6
Breadth of product types offered	     
Product availability / access	     
Communications overall	     
Overall customer service	     

Q14 How likely are you to recommend United States Mint products to someone else?

	Not At All Extremely Likely Likely
	1 2 3 4 5 6
Likelihood to recommend to someone else	     

Next, we’d like to understand what types of purchases, if any, you expect to make from the United States Mint in the future.

Q.15 How likely are you to purchase products directly from the United States Mint in the next 12 months for yourself or for a gift?

	Not At All Extremely Likely Likely
	1 2 3 4 5 6
For self	     
For gift	     

Skip to Rotational Module (External Packaging) if answer to Q15= 1 for both self and gift

Q.16 Based on what you know today, over the next 12 months would you say you are most likely to…?

Please select one.

Future Purchasing with the United States Mint (Next 12 Months)
Increase the amount of merchandise you purchase from the United States Mint	
Purchase about the same amount from the United States Mint	
Decrease the amount of merchandise you purchase from the United States Mint	
Stop purchasing from the United States Mint altogether	

Rotational Module: External Packaging

[Include a transition statement on a separate screen before Q17 that says: “We’d now like you to think specifically about the packaging in which you

received your order.”]

Q17. What are your impressions of the size of the external (shipping) package in which you received your order?

Do not force entry

Q18. Did you feel that the size of the external (shipping) package was…?

Too small	
Just right	
Too big	

Q19. What are your impressions of the amount of packaging materials (i.e. brown packing paper) included in the shipment?

Do not force entry

Q20. Did you feel that the amount of packaging materials (i.e. brown packing paper) included in your shipment was…?

	Not Enough Too Much
	1 2 3 4 5 6
Amount of packaging materials	     

Q21. How satisfied are you with the external (shipping) package in protecting the product you ordered?

	Extremely Extremely Dissatisfied Satisfied
	1 2 3 4 5 6
External (shipping) package protected order	     

Q22. How satisfied are you with the packaging materials (i.e. brown packing paper) in protecting the product you ordered?

	Extremely Extremely Dissatisfied Satisfied
	1 2 3 4 5 6
Packaging materials protected order	     

Q23. Did you experience any of the following?

Please select all that apply.

Coin popped out of lens	□
Spots on the coin	□
Scratches on the coin	□
Scratches on the lens/capsule	□
Scratches on product packaging	□
Lens came out of its package	□
Damage to product packaging	□
Other (specify) _____________

[If Q.21 or Q.22 = 1-4]

Q.24 The United States Mint has several different ways that they can handle shipping an order that includes multiple products.

Which of the following options would you prefer?

Shipment Options
Ship products as they become available. Make multiple shipments and do not wait to group all items into a single order.	
Ship all products included in the order as a single package, even if it means waiting longer to receive the products.	
No preference	

Thank you for participating in this survey.

Please press the STOP button to finish the survey.