265 FTC Comp Asst 265 FTC Complaint Assistant

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Overview

Current Model Qsts
Current Custom Qsts
Types

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Sheet 1: Current Model Qsts

Model Instance Name:
FTC ComplaintAssistant
MID:	Existing Measure - Please fill in; New Measure - DOT will fill in
Date:	6/26/2009
Model questions utilize the ACSI methodology to determine scores and impacts
	ELEMENTS (drivers of satisfaction)		CUSTOMER SATISFACTION		FUTURE BEHAVIORS
	Instructions for Completion 1=Poor, 10=Excellent, Don't Know)		Satisfaction (1=Poor, 10=Excellent)		Recommend (1=Not Very Likely, 10=Very Likely)
1	Please rate the simplicity of instructions for completing the ComplaintAssistant process.	23	What is your overall satisfaction with the ComplaintAssistant process?	26	How likely are you to recommend the FTC ComplaintAssistant process to someone else?
2	Please rate how well the instructions for completing the ComplaintAssistant process provide answers to your questions.	24	How well does th ComplaintAssistant process meet your expectations?
3	Please rate the clarity of instructions for completing the ComplaintAssistant process.	25	How does the ComplaintAssistant process compare to your idea of an ideal complaints process?	27
	Look and Feel (1=Poor, 10=Excellent, Don't Know)
7	Please rate the visual appeal of the ComplaintAssistant process.
8	Please rate the balance of graphics and text throughout the ComplaintAssistant process.
9	Please rate the readability of the pages in the ComplaintAssistant process.
	Navigation (1=Poor, 10=Excellent, Don't Know)
10	Please rate how well the ComplaintAssistant process is organized.
11	Please rate the options available for navigating the ComplaintAssistant process.
13	Please rate the number of clicks it takes to complete the ComplaintAssistant process.
	Site Performance (1=Poor, 10=Excellent, Don't Know)
14	Please rate how quickly pages load in the ComplaintAssistant process.
15	Please rate the consistency of speed from page to page in the ComplaintAssistant process.
16	Please rate the ability to load pages without getting error messages in the ComplaintAssistant process.

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Sheet 2: Current Custom Qsts

Model Instance Name:

red & strike-through: DELETE

FTC ComplaintAssistant

underlined & italicized: RE-ORDER

MID: Existing Measure - Please fill in; New Measure - DOT will fill in

pink: ADDITION

Date:

6/26/2009

blue + -->: REWORDING

FTC ComplaintAssistant CUSTOM QUESTION LIST

QID (Group ID)

Skip Logic Label

Question Text

Answer Choices (limited to 50 characters)

Skip to

Type (select from list)

Single or Multi

Required Y/N

Special Instructions

25 character limit. Leave blank if you want DOT to fill this part out. CQ Label

: Type 5 OPS Were you aware of the FTC ComplaintAssistant before visiting the site today?

Yes

B

Radio button, one-up vertical

Single

Y

Skip Logic Group

No

C

Not sure

C

B

If you were aware of the FTC ComplaintAssistant process, how many times have you used it in the past to register a complaint?

0

Radio button, one-up vertical

Single

Y

Skip Logic Group

1

2

3 or more

C

If you were not aware of the FTC ComplaintAssistant before today, how did you find us?

FTC Website

Checkbox, one-up vertical

Multi

Y

Skip Logic Group

FTC Publication

Search engine

Another website

Referral from another agency, please specify

Friend/family member

Contacted the FTC

Other, please specify

A

Please let us know how you found us.

Text area, no char limit

N

Skip Logic Group

Was the FTC ComplaintAssistant easy to use?

Yes

Radio button, one-up vertical

Single

Y

Skip Logic Group

No

D

Not sure

D

D

If it was not easy to use, what did you find difficult?

I did not understand which category I should have selected (i.e. automobile, internet, etc.).

Checkbox, one-up vertical

Multi

Y

Skip Logic Group

I did not understand what I was supposed to do.

I was unable to submit my complaint.

Other, please specify

A

A

Please let us know what other difficulties you had.

Skip Logic Group

If you could make one improvement to the FTC ComplaintAssistant process, what would it be?

Text area, no char limit

N

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Sheet 3: Types

Types		Instructions
Text field, <100 char		Randomize
Text area, no char limit		Shared
Drop down, select one		OPS Group
Radio button, one-up vertical		Matrix Group
Radio button, two-up vertical		Rank Group
Radio button, three-up vertical		Comparative Matrix Group
Radio button, scale, has don't know		Skip Logic Group
Radio button, scale, no don't know		Multiple Lists Group
Checkbox, one-up vertical		Partitioned
Checkbox, two-up vertical
Checkbox, three-up vertical