1525-0012-0185 USMINT Quantitative CSM Tracking Survey and 1525-0012-0186 CSM Focus Groups

Generic Clearance for Voluntary Surveys to Implement E.O. 12882

1525-0012-0185 INSTRUMENT 1 of 2 OMB CSM Long Survey 09 18 13

1525-0012-0185 USMINT Quantitative CSM Tracking Survey and 1525-0012-0186 CSM Focus Groups

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United States Mint CSM Bridge Wave Research


FY2014 Questionnaire

OMB Control #1525-0012-0185







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


Welcome to the United States Mint’s customer satisfaction survey designed to help us improve our products and services. Your participation in this survey is ENTIRELY VOLUNTARY and should take approximately 15-20 minutes of your time.


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 #1525-0012-xxxx.


All of your responses will be kept completely anonymous.


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 re-enter your password in the box below, then click the FORWARD button to begin the survey.






We would first like 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.

Section S: Screening Criteria


Q.1 Have you purchased any coins or other merchandise from the United States Mint during the past 12 months?


Yes

No


PROGRAMMING: Send to terminate screen if “No.”



Section 1: Overall Satisfaction


Q.2 Please rate your overall customer experience with the United States Mint.



Extremely Extremely

Dissatisfied Satisfied


1 2 3 4 5 6

Overall customer experience



Q.3 Please rate your satisfaction with the United States Mint’s overall product quality.



Extremely Extremely

Dissatisfied Satisfied


1 2 3 4 5 6

Overall product quality



Q.4 Why did you say you are extremely dissatisfied with the United States Mint’s overall product quality?





PROGRAMMING: Ask only if rated 1-2 in Q.3

Do not force entry.


Q.5 Earlier you said that you were extremely dissatisfied with your overall customer experience with the United States Mint. Why did you say you were extremely dissatisfied?





PROGRAMMING: Ask only if rated 1-2 in Q.2

Do not force entry.



Q.6 Please rate your experience with the United States Mint in the past 90 days.




Extremely Extremely

Dissatisfied Satisfied

Have not had any experience with the United States Mint in past 90 days


1 2 3 4 5 6

---

Experience in the past 90 days




Section 2: Satisfaction with Product Offerings / Attributes



Q.7 Please rate the following aspects of the most recent order that you received. (Do not think about an order that you have placed but have not yet received.)



Extremely Extremely

Dissatisfied Satisfied


1 2 3 4 5 6

  1. Quality of coins/items

  1. Artwork/design of coins/items

  1. Value for the money

  1. Product availability

  1. Product packaging quality

  1. Product packaging design (artwork)



Q.8 Please rate your satisfaction with the United States Mint’s breadth of product offerings.



Extremely Extremely

Dissatisfied Satisfied


1 2 3 4 5 6

  1. Breadth of product offerings overall

  1. For the serious coin collector

  1. For the casual / general interest collector

  1. For gifting





Q.9 Why did you say you are extremely dissatisfied with the United States Mint’s breadth of product offerings overall?






PROGRAMMING: Ask only if rated 1-2 in Q.8a

Do not force entry.


Section 3: Satisfaction with (Marketing) Communications


Q.10 Please rate your satisfaction with how the United States Mint communicates with you (that is, via mail, email, or call center).




Extremely Extremely

Dissatisfied Satisfied


1 2 3 4 5 6

Communications



Q.11 Please rate your satisfaction with the following United States Mint’s communications:



Extremely Extremely

Dissatisfied Satisfied


1 2 3 4 5 6

  1. Mail (e.g., catalogs and product specific brochures)

  1. E-mailed product notifications

  1. E-mailed newsletters (Coins Online)



Q.12 What is your preferred method for receiving communication from the United States Mint related to product offerings (i.e., those not relating to an order)?


Please select one.


United States Mint Communications

Most Preferred Method

U.S. Mail

E-mail

SMS Text Message

Social Media (e.g., Facebook, Twitter)

Other (specify) _________________

None


Q.13 Please rate your overall satisfaction with the information contained in the United States Mint’s product release schedule.




Extremely Extremely

Dissatisfied Satisfied


1 2 3 4 5 6

Information in product release schedule



Q.14 Have you ever visited the United States Mint’s website?



Yes – Within the past 3 months

Yes – Within the past 3-6 months

Yes – Within the past 6-12 months

Yes – More than 1 year ago

No – I have never visited the United States Mint website



Q.15 Please rate your satisfaction with the following aspects of the United States Mint’s website:




Extremely Extremely

Dissatisfied Satisfied


1 2 3 4 5 6

  1. Website overall

  1. Look and feel

  1. Content

  1. Functionality



PROGRAMMING: Ask only if selected “Yes” (Rows 1-4) in Q.14.











Q.16 Why did you say you are extremely dissatisfied with [INSERT: [1] how the United States Mint communicates with you / [2] the United States Mint’s website / [3] how the United States Mint communicates with you and the United States Mint’s website]?





PROGRAMMING: Ask only if rated 1-2 in Q.9 and/or Q.15a – otherwise skip to Q.17

If rated 1-2 in Q.9 but not in Q.15a insert [1] “how the United States Mint communicates with you”

If rated 1-2 in Q.15a but not in Q.9 insert [2] “the United States Mint’s website”

If rated 1-2 in Q9 and Q.17a insert [3] “how the United States Mint communicates with you and the United States Mint’s website”

Do not force entry.



Section 4: Satisfaction with Customer Service and Fulfillment


Q.17 Please rate your overall satisfaction with United States Mint’s customer service.




Extremely Extremely

Dissatisfied Satisfied


1 2 3 4 5 6

Customer service overall




Q.18 Please rate your satisfaction with the following aspects of the United States Mint’s ordering process:




Extremely Extremely

Dissatisfied Satisfied


1 2 3 4 5 6

  1. Ordering process overall

  1. Communications related to your order

  1. Order fulfillment process



Q.19 Why did you say you are extremely dissatisfied with the United States Mint’s [INSERT: [1] customer service / [2] ordering process / [3] customer service and ordering process]?





PROGRAMMING: Ask only if rated 1-2 in Q.17 and/or Q.18a – otherwise skip to Q.20

If rated 1-2 in Q.17 but not in Q.18a insert [1] “customer service”

If rated 1-2 in Q.18a but not in Q.17 insert [2] “ordering process”

If rated 1-2 in Q17 and Q.18a insert [3] “customer service and ordering process”

Do not force entry.


Section 5: Future Behaviors



Q.20 How likely are you to recommend United States Mint collectible products to someone else?



Not At Extremely

All Likely Likely


1 2 3 4 5 6 7 8 9 10

Likelihood to recommend to someone else



Q.21 Please tell us your reasons for giving this rating.





PROGRAMMING: Do not force entry.



Q.22 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

  1. For self

  1. For gift



Q.23 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)


  1. Increase the amount of merchandise you purchase from the United States Mint

  1. Purchase about the same amount from the United States Mint

  1. Decrease the amount of merchandise you purchase from the United States Mint

  1. Stop purchasing from the United States Mint altogether







Section 6: Rotational Section


Section 7: Demographics – United States Mint Specific


QD1. Which of the following items have you bought directly from the United States Mint in the past 12 months?


Please select all that apply.





Product Types

Purchased in the Past 12 Months

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

Annual Clad Uncirculated Sets


- Quarters set

- Presidential $1 Coins set

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



QD2. How satisfied were you with the overall product quality of each of the following?



Extremely Extremely

Dissatisfied Satisfied


1 2 3 4 5 6

INSERT ITEM #1 FROM QD1


Quality of the coins/items

INSERT ITEM #2 FROM QD1


Quality of the coins/items

ETC. [SHOW FOR EACH ITEM SELECTED IN QD1]


Quality of the coins/items


































QD3. Which of the following items have you bought as a gift from the United States Mint in the past 12 months?


Please select all that apply.





Product Types

Purchased as a Gift in the Past 12 Months

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

Annual Clad Uncirculated Sets


- Quarters set

- Presidential $1 Coins set

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



























PROGRAMMING: Only show rows selected in QD1 in QD2.



PROGRAMMING: Only show rows selected in QD1.











QD4. How did you place your most recent order?

Please select one.


Ordering Options


Web

Phone

Mail

Other (specify) _________________



QD5. In the past 12 months have you contacted the United States Mint call center for any reason?



Yes

No


QD6. In the past 12 months have you received from the United States Mint any of the following?


Please select all that apply.


Catalog via U.S. Mail

Product specific brochure via U.S. Mail

E-mail product notification

E-mail newsletter

I have never received any of the above



PROGRAMMING: Do not allow “I have never received any of the above” to be selected with any other row




Section 8: Demographics – General


QD7. What is the highest level of education you have attained?


Grade school (8th grade or less)

Some high school

High school graduate

Some college, no degree

Vocational training/2 –year college

4-year college/bachelor’s degree

Post-graduate training/degree





QD8. Which of the following best describes your current employment status?


Full-time

Part-time

Retired

Not employed or student


QD9. Are you Hispanic or Latino?


Yes

No



QD10. What is your race? Please select one or more.


American Indian or Alaska Native?

Asian?

Black or African American?

Native Hawaiian or other Pacific Islander?

White?

Prefer Not to Answer


PROGRAMMING: Do not allow “Prefer Not to Answer” to be selected with any other row



QD11. What is your gender?


Male

Female





QD12. Which of the following categories best describes your total household income before taxes in 2012? Your best estimate is fine.


Less than $10,000

Between $10,000 to $19,999

$20,000 to $29,999

$30,000 to $39,999

$40,000 to $49,999

$50,000 to $74,999

$75,000 to $99,999

$100,000 or more




QD13. What is your age in years?


Age (in years)

1

<18

2

18 to 30

3

31 to 45

4

46 to 59

5

60 to 70

6

70+



PROGRAMMING:

Ask all.

Send to termination screen immediately if L_1.



QD14. Which devices do you own?


Please select all that apply.


Laptop computer

Desktop computer

Smart phone

Cellular phone

Tablet

E-reader

None of the above


PROGRAMMING: Do not allow “None of the above” to be selected with any other row



QD15. In the past year, have you sold any U.S. coins for income purposes other than to round out a personal collection?


Yes

No



QD16. To confirm, are you a coin dealer?



Yes

No


PROGRAMMING:

Only ask QD16 if answered “Yes” in QD15

If answered “No” in QD15 send them to survey exit screen






Thank you for participating in this survey.

Please press the STOP button to finish the survey.

PROGRAMMING: Add any necessary language for exiting the survey.


File Typeapplication/msword
File TitleNote to reader: Bold lines in between questions signify page/screen breaks
AuthorAdine Frank
Last Modified ByPollard, Yvonne
File Modified2013-09-19
File Created2013-09-19

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