| Model Instance Name: |
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| CVC Gift Shop |
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| MID: |
ZE5s49lF8AJMsJZwIhpQxw== |
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| Partitioned (Y/N)? N |
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| Date: |
2/27/2012 |
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| CVC Gift Shop |
| Model questions utilize the ACSI methodology to determine scores and impacts |
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ELEMENTS (drivers of satisfaction) |
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CUSTOMER SATISFACTION |
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FUTURE BEHAVIORS |
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Sales Associate Engagement (1=Poor, 10=Excellent, Don't Know) |
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Satisfaction |
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Return (1=Very Unlikely, 10=Very Likely) |
| 1 |
Thinking about the store associates, please rate them on:
Friendliness when speaking to you. |
19 |
What is your overall satisfaction with the gift shop at the U.S. Capitol Visitor Center?
(1=Very Dissatisfied, 10=Very Satisfied) |
22 |
How likely are you to return to the U.S. Capitol Visitor Center? |
| 2 |
Promptness to acknowledge you. |
20 |
How well does the gift shop at the U.S. Capitol Visitor Center meet your expectations?
(1=Falls Short, 10=Exceeds) |
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Recommend (1=Very Unlikely, 10=Very Likely) |
| 3 |
Effort to understand your needs. |
21 |
How does the gift shop at the U.S. Capitol Visitor Center compare to your idea of an ideal gift shop experience?
(1=Not Very Close, 10=Very Close) |
23 |
How likely are you to recommend the gift shop to someone else? |
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Service (1=Strongly Disagree, 10=Strongly Agree) |
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Perception (1=Very Unlikely, 10=Very Likely) |
| 4 |
Please rate your level of agreement with the following statements:
Associates provided excellent assistance to help you find what you were looking for. |
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24 |
How likely are you to improve your perception of the U.S. Capitol Visitor Center as a result of visiting the gift shop today? |
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Store Associates were knowledgeable regarding store products. |
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Future Participation (1=Very Unlikely, 10=Very Likely) |
| 6 |
Associates were always available when you need them. |
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25 |
How likely are you to express your thoughts about the U.S. Capitol Visitor Center in the next 90 days? |
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Store Environment (1=Poor, 10=Excellent, Don't Know) |
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Community Service (1=Very Unlikely, 10=Very Likely) |
| 7 |
Thinking about the environment of the store you visited, please rate the following:
Cleanliness of the store. |
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26 |
How likely are you to donate time and effort to community service in your local area? |
| 8 |
How well the layout of the store allowed room to shop. |
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| 9 |
The appeal of displays/posters/signage. |
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Presentation (1=Poor, 10=Excellent, Don't Know) |
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| 10 |
Thinking about the displays used throughout the store, please rate the following:
The degree to which products were clearly marked/priced. |
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| 11 |
How well the items you wanted were accessible and easy to reach. |
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| 12 |
The level to which products were well-organized and easy to find. |
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Products (1=Strongly Disagree, 10=Strongly Agree) |
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| 13 |
Please rate your level of agreement with the following statements:
The products you find at the gift shop were items you are interested in purchasing. |
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| 14 |
The products available in the gift shop were unique and cannot be found elsewhere. |
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| 15 |
The gift shop had the variety of souvenirs and gifts you were looking for from a gift shop. |
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Price (1=Strongly Disagree, 10=Strongly Agree) |
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| 16 |
Please rate your level of agreement with the following statements:
The price of products you purchased were competitive relative to similar products purchased from other gift shops. |
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| 17 |
Given the quality of products you received, the price paid is a great value. |
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| 18 |
Given the price that you pay, the quality of products you received is excellent. |
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| Model Instance Name: |
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red & strike-through: DELETE |
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| CVC Gift Shop |
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underlined & italicized: RE-ORDER |
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| MID: |
ZE5s49lF8AJMsJZwIhpQxw== |
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pink: ADDITION |
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| Date: |
2/21/2012 |
blue + -->: REWORDING |
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| CVC Gift Shop CUSTOM QUESTION LIST |
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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.
CQ Label |
Denise.Philips:
This is internal, to assist me and the clients. You can ignore.
CQ Type |
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| SAC7854 |
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Were you greeted when you entered the gift shop? |
Yes |
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Radio button, one-up vertical |
Single |
Y |
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Greeting |
Gift Shop |
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No |
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| SAC7855 |
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Did the sales staff make you feel welcome in the gift shop? |
Yes |
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Radio button, one-up vertical |
Single |
Y |
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Welcome |
Gift Shop |
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No |
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| SAC7856 |
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Was the gift shop well lit? |
Yes |
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Radio button, one-up vertical |
Single |
Y |
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Lighting |
Gift Shop |
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No |
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| SAC7857 |
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Did the unique displays draw you into the gift shop? |
Yes |
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Radio button, one-up vertical |
Single |
Y |
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Displays |
Gift Shop |
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No |
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| SAC7858 |
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Approximately how much time did you spend in the gift shop? |
Less than 5 minutes |
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Drop down, select one |
Single |
Y |
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Time Gift Shop |
Gift Shop |
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5-15 minutes |
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15-30 minutes |
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More than 30 minutes |
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| SAC7859 |
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What were the reason(s) you decided to browse the gift shop? (Please select all that apply.) |
To find a souvenir to remember my visit. |
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Checkbox, one-up vertical |
Multi |
Y |
Skip Logic Group |
Primary Reason |
Gift Shop |
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To find a gift for someone who was not able to visit the U.S. Capitol with me (friend, relative, neighbor). |
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To find materials that will further my knowledge about saw something I saw during my visit. |
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I wanted to see what items were available in the gift shop. |
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Other (please specify) |
B |
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| SAC7860 |
B |
What was an other reason(s) did you browsed the gift shop? |
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Text area, no char limit |
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N |
Skip Logic Group |
Other_Primary Reason |
Gift Shop |
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| SAC7861 |
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Did you make a purchase at the Capitol Visitor Center gift shop? |
Yes |
C, E |
Radio button, one-up vertical |
Single |
Y |
Skip Logic Group |
Purchase |
Gift Shop |
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No |
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| SAC7862 |
C |
What product(s) did your purchase? (Please select all that apply.) |
Souvenir apparel (T-shirt, sweatshirt, etc.) |
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Checkbox, one-up vertical |
Multi |
Y |
Skip Logic Group |
Item |
Gift Shop |
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Souvenir item (pencil, mug, etc.) |
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Reproduction document |
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Home good |
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Collectable |
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Jewelry |
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Stationary |
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Book |
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Other (please specify) |
D |
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| SAC7863 |
D |
What other product(s) did you purchase at the gift shop? |
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Text area, no char limit |
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N |
Skip Logic Group |
Other_Item |
Gift Shop |
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| SAC7864 |
E |
Did the purchase process go well at checkout? |
Yes |
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Radio button, one-up vertical |
Single |
Y |
Skip Logic Group |
Checkout Process |
Gift Shop |
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No |
F |
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I don't recall |
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| SAC7865 |
F |
Why? |
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Text area, no char limit |
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N |
Skip Logic Group |
Checkout Process No |
Gift Shop |
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| SAC7866 |
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What age group were you looking for items for? (Please select all that apply.) |
Infant |
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Checkbox, one-up vertical |
Multi |
Y |
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Product Age Groups |
Gift Shop |
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Children |
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Teen |
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Adult |
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| SAC7867 |
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Were you aware that many of the items available in the gift shop are unique and can only be found in the Capitol Visitor Center gift shop? |
Yes |
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Radio button, one-up vertical |
Single |
Y |
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Unique Merch. |
Gift Shop |
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No |
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| SAC7868 |
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If the Capitol Visitor Center gift shop had an online store, would you make a purchase(s) from it? |
Yes |
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Radio button, one-up vertical |
Single |
Y |
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Online Store |
Gift Shop |
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No |
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| SAC7869 |
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What additional types of items would you like to see available in the Capitol Visitor Center gift shop? |
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Text area, no char limit |
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N |
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Additional Merch. |
Gift Shop |
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| SAC7870 |
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How can we improve our customer service? |
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Text area, no char limit |
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N |
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Employee Improv. |
Gift Shop |
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| SAC7871 |
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If you could make one suggestion to improve the gift shop experience, what would it be? |
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Text area, no char limit |
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N |
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OE_Improvement |
Gift Shop |
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| SAC7872 |
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Where do you currently live? |
I live outside of the United States. |
A |
Drop down, select one |
Single |
Y |
Skip Logic Group |
CVC State |
CVC |
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Alabama |
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Alaska |
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Arizona |
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Arkansas |
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California |
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Colorado |
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Connecticut |
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Delaware |
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District of Columbia |
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Florida |
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Georgia |
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Hawaii |
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Idaho |
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Illinois |
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Indiana |
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Iowa |
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Kansas |
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Kentucky |
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Louisiana |
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Maine |
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Maryland |
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Massachusetts |
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Michigan |
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Minnesota |
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Mississippi |
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Missouri |
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Montana |
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Nebraska |
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Nevada |
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New Hampshire |
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New Jersey |
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New Mexico |
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New York |
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North Carolina |
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North Dakota |
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Ohio |
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Oklahoma |
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Oregon |
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Pennsylvania |
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Rhode Island |
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South Carolina |
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South Dakota |
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Tennessee |
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Texas |
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Utah |
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Vermont |
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Virginia |
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Washington |
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West Virginia |
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Wisconsin |
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Wyoming |
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American Samoa |
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Federated States of Micronesia |
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Guam |
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Midway Islands |
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Northern Mariana Islands |
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Puerto Rico |
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Republic of Palau |
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Republic of the Marshall Islands |
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U.S. Virgin Islands |
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Prefer not to answer |
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| SAC7873 |
A |
What country do you live in? |
Afghanistan |
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Drop down, select one |
Single |
Y |
Skip Logic Group |
CVC Country |
CVC |
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Albania |
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Algeria |
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Andorra |
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Angola |
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Antigua and Barbuda |
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Argentina |
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Armenia |
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Australia |
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Austria |
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Azerbaijan |
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Bahamas, The |
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Bahrain |
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Bangladesh |
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Barbados |
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Belarus |
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Belgium |
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Belize |
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Benin |
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Bhutan |
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Bolivia |
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Bosnia and Herzegovina |
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Botswana |
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Brazil |
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Brunei |
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Bulgaria |
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Burkina Faso |
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Burma |
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Burundi |
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Cambodia |
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Cameroon |
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Canada |
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Cape Verde |
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Central African Republic |
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Chad |
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Chile |
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China |
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Colombia |
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Comoros |
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Congo (Brazzaville) |
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Congo (Kinshasa) |
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Costa Rica |
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Cote d'Ivoire |
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Croatia |
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Cuba |
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Cyprus |
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Czech Republic |
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Denmark |
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Djibouti |
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Dominica |
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Dominican Republic |
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East Timor |
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Ecuador |
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Egypt |
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El Salvador |
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Equatorial Guinea |
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Eritrea |
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Estonia |
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Ethiopia |
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Fiji |
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Finland |
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France |
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Gabon |
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Gambia, The |
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Georgia |
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Germany |
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Ghana |
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Greece |
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Grenada |
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Guatemala |
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Guinea |
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Guinea-Bissau |
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Guyana |
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Haiti |
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Holy See |
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Honduras |
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Hong Kong |
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Hungary |
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Iceland |
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India |
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Indonesia |
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Iran |
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Iraq |
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Ireland |
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Israel |
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Italy |
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Jamaica |
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Japan |
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Jordan |
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Kazakhstan |
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Kenya |
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Kiribati |
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Korea, North |
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Korea, South |
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Kosovo |
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Kuwait |
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Kyrgyzstan |
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Laos |
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Latvia |
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Lebanon |
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Lesotho |
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Liberia |
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Libya |
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Liechtenstein |
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Lithuania |
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Luxembourg |
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Macau |
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Macedonia |
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Madagascar |
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Malawi |
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Malaysia |
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Maldives |
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Mali |
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Malta |
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Marshall Islands |
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Mauritania |
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Mauritius |
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Mexico |
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Micronesia |
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Moldova |
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Monaco |
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Mongolia |
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Montenegro |
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Morocco |
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Mozambique |
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Namibia |
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Nauru |
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Nepal |
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Netherlands |
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Netherlands Antilles |
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New Zealand |
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Nicaragua |
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Niger |
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Nigeria |
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North Korea |
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Norway |
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Oman |
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Pakistan |
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Palau |
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Palestinian Territories |
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Panama |
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Papua New Guinea |
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Paraguay |
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Peru |
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Philippines |
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Poland |
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Portugal |
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Qatar |
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Romania |
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Russia |
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Rwanda |
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Saint Kitts and Nevis |
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Saint Lucia |
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Saint Vincent and the Grenadines |
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Samoa |
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San Marino |
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Sao Tome and Principe |
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Saudi Arabia |
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Senegal |
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Serbia |
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Seychelles |
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Sierra Leone |
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Singapore |
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Slovakia |
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Slovenia |
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Solomon Islands |
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Somalia |
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South Africa |
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South Korea |
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South Sudan |
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Spain |
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Sri Lanka |
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Sudan |
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Suriname |
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Swaziland |
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Sweden |
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Switzerland |
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Syria |
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Taiwan |
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Tajikistan |
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Tanzania |
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Thailand |
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Timor-Leste |
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Togo |
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Tonga |
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Trinidad and Tobago |
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Tunisia |
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Turkey |
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Turkmenistan |
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Tuvalu |
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Uganda |
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Ukraine |
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United Arab Emirates |
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United Kingdom |
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Uruguay |
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Uzbekistan |
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Vanuatu |
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Venezuela |
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Vietnam |
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Yemen |
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Zambia |
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Zimbabwe |
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Other (Please specify) |
B |
|
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|
Prefer not to answer |
|
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|
|
| SAC7874 |
B |
Where do you live? |
|
|
Text field, <100 char |
|
N |
Skip Logic Group |
CVC Other_Country |
CVC |
|
|
| SAC7875 |
|
Which of the following best describes your race or ethnic background? (Please select all that apply.) |
African American or Black |
|
Checkbox, two-up vertical |
Multi |
Y |
Skip Logic Group |
CVC Race |
CVC |
|
|
|
|
|
American Indian or Alaska Native |
|
|
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|
Asian |
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|
Hispanic or Latino |
|
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|
Native Hawaiian or Other Pacific Islander |
|
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|
|
White or Caucasian (Not Hispanic or Latino) |
|
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|
|
Other (Please specify) |
C |
|
|
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|
|
|
Prefer not to answer |
|
|
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|
|
|
|
|
|
| SAC7876 |
C |
What is your race or ethnic background? |
|
|
Text field, <100 char |
|
N |
Skip Logic Group |
CVC Other_Race |
CVC |
|
|
| SAC7877 |
|
What is your gender? |
Male |
|
Radio button, one-up vertical |
Single |
Y |
|
CVC Gender |
CVC |
|
|
|
|
|
Female |
|
|
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|
|
|
Prefer not to answer |
|
|
|
|
|
|
|
|
|
| SAC7878 |
|
What is your age? |
Under 18 |
|
Radio button, one-up vertical |
Single |
Y |
|
CVC Age |
CVC |
|
|
|
|
|
18-24 |
|
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|
|
25-34 |
|
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|
35-44 |
|
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|
45-54 |
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55-64 |
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65 or older |
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Prefer not to answer |
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| SAC7879 |
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Which of the following best describes the highest level of education you have attained? |
I have not graduated from high school |
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Radio button, one-up vertical |
Single |
Y |
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CVC Education |
CVC |
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High school graduate |
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Some college, trade, technical or vocational training |
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College graduate |
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Post graduate degree |
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Prefer not to answer |
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| SAC7880 |
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Which of the following roles best describes you at the time of your visit? |
Teacher / Professor |
F |
Radio button, one-up vertical |
Single |
Y |
Skip Logic Group |
CVC Role |
CVC |
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Student |
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Adult accompanying a child/children (ex: parent or guardian) |
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Congressional staff member |
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Tour organizer |
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Interested citizen (ex: tourist, family member, senior citizen, etc.) |
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International Visitor |
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Other (please specify) |
D |
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| SAC7881 |
F |
What level of students do you teach? |
Elementary School |
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Radio button, one-up vertical |
Single |
Y |
Skip Logic Group |
CVC Teacher |
CVC |
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Middle School |
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High School |
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College - Undergraduate |
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College - Post graduate |
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Prefer not to answer |
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| SAC7882 |
D |
What do you consider your role? |
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Radio button, one-up vertical |
Single |
Y |
Skip Logic Group |
CVC Other_Role |
CVC |
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| SAC7883 |
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Did you arrive at the U.S. Capitol as part of a group? |
Yes, I was part of a group (school, family, tourist group, etc.). |
O, P |
Radio button, one-up vertical |
Single |
Y |
Skip Logic Group |
CVC Tour Group |
CVC |
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No, I arrived alone (as an individual). |
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| SAC7884 |
O |
What was the approximate size of the entire group that you arrived to the Capitol with? |
Under 10 |
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Radio button, one-up vertical |
Single |
Y |
Skip Logic Group |
CVC Group - Size |
CVC |
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10-20 |
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20-30 |
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30-40 |
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40-50 |
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More than 50 |
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| SAC7885 |
P |
Which of the following best describes the type of group you arrived at the Capitol with? |
School group |
T |
Radio button, one-up vertical |
Single |
Y |
Skip Logic Group |
Tour Group - Type |
CVC |
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Family |
T |
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Senior citizen group |
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International visitor group |
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Other (please specify) |
K |
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| SAC7886 |
T |
What were the age(s) of the children/students in your group? (Please select all that apply.) |
Under 5 years old |
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Checkbox, two-up vertical |
Multi |
Y |
Skip Logic Group |
CVC Children's Ages |
CVC |
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5-7 years old |
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8-10 years old |
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11-13 years old |
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14-17 years old |
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Over 17 years old |
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Prefer not to answer |
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| SAC7887 |
K |
What other type of tour group were you a part of? |
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Text area, no char limit |
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N |
Skip Logic Group |
CVC Other_Tour Group |
CVC |
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| SAC7888 |
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What was the reason(s) you decided to visit the U.S. Capitol? (Please select all that apply.) |
To learn about the history of the U.S. Capitol. |
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Checkbox, one-up vertical |
Multi |
Y |
Skip Logic Group |
CVC Primary Reason |
CVC |
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To view the art and architecture of the U.S. Capitol building. |
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To learn about Congress and how it functions. |
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To visit the House or Senate Chambers in session. |
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To be able to ask questions to a knowledgeable person about the U.S. Capitol. |
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To simply be a tourist. I was curious and wanted to explore the U.S. Capitol. |
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I did not decide to visit the U.S. Capitol. It was part of my tour itinerary. |
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Other (please specify) |
B |
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| SAC7889 |
B |
What was the other reason you decided to visit the Capitol? |
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Text area, no char limit |
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N |
Skip Logic Group |
CVC Other_Reason |
CVC |
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| SAC7890 |
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Did you accomplish your goal while at the U.S. Capitol Visitor Center? |
Yes |
F |
Radio button, one-up vertical |
Single |
Y |
Skip Logic Group |
CVC Accomplish Goal |
CVC |
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No |
F |
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Not applicable |
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| SAC7891 |
F |
What was the goal that you wanted to accomplish? |
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Text area, no char limit |
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N |
Skip Logic Group |
CVC OE No Goal |
CVC |
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| SAC7892 |
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Approximately how much time did you spend overall at the U.S. Capitol Visitor Center? |
Less than 1 hour |
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Radio button, one-up vertical |
Single |
Y |
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CVC Time |
CVC |
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1 - 1 1/2 hours |
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1 1/2 - 2 hours |
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2 - 3 hours |
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More than 3 hours |
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| SAC7893 |
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How often do you visit the U.S. Capitol? |
This is my first time |
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Radio button, one-up vertical |
Single |
Y |
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CVC Frequency |
CVC |
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Less than once a year |
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Once a year |
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Multiple times a year |
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| SAC7894 |
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At what time of day did you visit the U.S. Capitol? (Please select all that apply.) |
Early morning |
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Checkbox, one-up vertical |
Multi |
Y |
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CVC Time of day |
CVC |
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Late morning |
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Early Afternoon |
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Late Afternoon |
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| SAC7895 |
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Which day of the week did you visit the U.S. Capitol? |
Monday |
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Radio button, one-up vertical |
Single |
Y |
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CVC Day |
CVC |
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Tuesday |
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Wednesday |
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Thursday |
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Friday |
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Saturday |
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| SAC7896 |
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How recently did you visit the U.S. Capitol? |
Within a week |
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Radio button, one-up vertical |
Single |
Y |
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CVC Timeframe |
CVC |
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Within a month |
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Within the past 6 months |
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Within the past year |
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| SAC7897 |
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Questions up until now have been specifically about the gift shop and you. The remaining questions for the survey are regarding the entire U.S. Capitol Visitor Center experience. <p> <p> Did the cleanliness level of the U.S. Capitol Visitor Center meet or exceed your expectations? |
Yes, the cleanliness level met or exceeded my expectations |
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Radio button, one-up vertical |
Single |
Y |
Skip Logic Group |
CVC Cleanliness |
CVC |
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No, the cleanliness level did not meet my expectations |
K |
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| SAC7898 |
K |
Which of the following areas of the U.S. Capitol Visitor Center fell below your expectations? (Please select all that apply.) |
Entrance / Greeting Area |
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Checkbox, two-up vertical |
Multi |
Y |
Skip Logic Group |
CVC Cleanliness - Short |
CVC |
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Exhibition Hall |
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Gift Shop |
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Restaurant |
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Restrooms |
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Other (Please specify) |
L |
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| SAC7899 |
L |
What other area fell below your expectations? |
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Text area, no char limit |
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N |
Skip Logic Group |
CVC Other_Cleanliness |
CVC |
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| SAC7900 |
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Would you like to provide additional comments about the cleanliness of the U.S. Capitol Visitor Center building? If so, please provide as much detail as possible here. |
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Text area, no char limit |
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N |
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CVC OE_Cleanliness |
CVC |
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| SAC7901 |
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Did the U.S. Capitol Visitor Center staff (excluding tour guides - ex: workers at the coat check, entrance, etc.) meet or exceed your expectations? |
Yes, the staff met or exceeded my expectations |
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Radio button, one-up vertical |
Single |
Y |
Skip Logic Group |
CVC Assistants |
CVC |
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No, the staff did not meet my expectations |
M |
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| SAC7902 |
M |
Which of the following staff members at the U.S. Capitol Visitor Center fell below your expectations? (Please select all that apply.) |
Coat Check |
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Checkbox, two-up vertical |
Multi |
Y |
Skip Logic Group |
CVC Assistants - Short |
CVC |
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Entrance / Greeting Area |
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Exhibition Hall |
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Security |
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Theater |
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Other (Please specify) |
N |
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| SAC7903 |
N |
What other area fell below your expectations? |
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Text area, no char limit |
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N |
Skip Logic Group |
CVC Other_Assistants |
CVC |
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| SAC7904 |
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Would you like to provide additional comments about an interaction with a staff member? If so, please provide as much detail as possible here. |
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Text area, no char limit |
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N |
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CVC OE_Assistants |
CVC |
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| SAC7905 |
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Please rate how you feel about the following statement: "The U.S. Capitol was completely accessible." |
Strongly Agree |
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Radio button, one-up vertical |
Single |
Y |
Skip Logic Group |
CVC Accessibility |
CVC |
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Agree |
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Neutral |
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Disagree |
O |
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Strongly disagree |
O |
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I don’t know |
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| SAC7906 |
O |
What areas were not accessible? |
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Text area, no char limit |
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N |
Skip Logic Group |
CVC Accessibility - Low |
CVC |
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| SAC7907 |
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What is your overall satisfaction with the entire U.S. Capitol Visitor Center experience? |
1=Very Dissatisfied |
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Radio button, scale, no don't know |
Single |
Y |
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CVC Overall Satisfaction |
CVC |
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2 |
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3 |
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4 |
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6 |
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7 |
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8 |
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9 |
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10=Very Satisfied |
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| SAC7908 |
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How well did this visit to the U.S. Capitol Visitor Center meet your expectations? |
1=Very Dissatisfied |
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Radio button, scale, no don't know |
Single |
Y |
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CVC Overall Satisfaction |
CVC |
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2 |
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3 |
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6 |
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7 |
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8 |
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9 |
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10=Very Satisfied |
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| SAC7909 |
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If you could make one suggestion to improve the entire U.S. Capitol Visitor Center experience, what would it be? |
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Text area, no char limit |
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N |
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CVC OE_Improvement |
CVC |
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