| Model Instance Name: |
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| FTC.gov Satisfaction Survey |
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| MID: |
44tglcx05IE91JYUdxIBlA== |
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| Partitioned (Y/N)? |
Y |
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| Date: |
2/1/2012 |
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| 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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Site Information (1=Poor, 10=Excellent, Don't Know) |
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Satisfaction |
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Recommend (1=Very Unlikely, 10=Very Likely) |
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Please rate the thoroughness of information on this site. |
20 |
What is your overall satisfaction with this site?
(1=Very Dissatisfied, 10=Very Satisfied) |
23 |
How likely are you to recommend this site to someone else? |
| 2 |
Please rate how understandable the information is on this site. |
21 |
How well does this site meet your expectations?
(1=Falls Short, 10=Exceeds) |
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Primary Resource (1=Very Unlikely, 10=Very Likely) |
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Please rate how well the information provides answers to your questions. |
22 |
How does this site compare to your idea of an ideal website?
(1=Not Very Close, 10=Very Close) |
24 |
How likely are you to use this site as your primary resource for obtaining information from this organization? |
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Navigation (1=Poor, 10=Excellent, Don't Know) |
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Return (1=Very Unlikely, 10=Very Likely) |
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Please rate how well the site is organized. |
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25 |
How likely are you to return to this site? |
| 5 |
Please rate the options available for navigating this site. |
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| 6 |
Please rate how well the site layout helps you find what you are looking for. |
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Please rate the number of clicks to get where you want on this site. |
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Look and Feel (1=Poor, 10=Excellent, Don't Know) |
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| 8 |
Please rate the visual appeal of this site. |
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| 9 |
Please rate the balance of graphics and text on this site. |
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| 10 |
Please rate the readability of the pages on this site. |
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Online Transparency (1=Poor, 10=Excellent, Don't Know) |
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| 11 |
Please rate how thoroughly this site discloses information about what this agency is doing. |
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| 12 |
Please rate how quickly agency information is made available on this site. |
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| 13 |
Please rate how well information about this agency's actions can be accessed by the public on this site. |
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Plain Language (1=Poor, 10=Excellent, Don't Know) |
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| 14 |
Please rate the clarity of the wording on this site. |
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| 15 |
Please rate how well you understand the wording on this site. |
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| 16 |
Please rate this site on its use of short, clear sentences. |
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Site Performance (1=Poor, 10=Excellent, Don't Know) |
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| 17 |
Please rate how quickly pages load on this site. |
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| 18 |
Please rate the consistency of speed from page to page on this site. |
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| 19 |
Please rate the ability to load pages without getting error messages on this site. |
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| Model Instance Name: |
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red & strike-through: DELETE |
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| FTC.gov Satisfaction Survey |
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underlined & italicized: RE-ORDER |
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| MID: 44tglcx05IE91JYUdxIBlA== |
44tglcx05IE91JYUdxIBlA== |
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pink: ADDITION |
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blue + -->: REWORDING |
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| Date: |
2/1/2012 |
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| FTC.gov Satisfaction Survey CUSTOM QUESTION LIST |
| QID |
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 |
CQ Label |
| SAC7765 |
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How old are you? |
Under 18 |
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Drop down, select one |
S |
Y |
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Age |
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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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65-74 |
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75 and up |
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Prefer not to say |
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| SAC7766 |
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How frequently do you visit this site? |
This is my first visit |
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Radio button, one-up vertical |
Single |
Y |
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Visit Frequency |
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Every few months or less often |
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Monthly |
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Weekly |
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Several times a week |
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Daily |
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| SAC7767 |
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What is your primary reason for visiting FTC.gov today? |
Get news about the FTC or FTC Events |
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Radio button, one-up vertical |
Single |
Y |
Skip Logic Group |
Primary Reason |
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Get consumer tips |
B |
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Get business guidance |
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Report a consumer complaint |
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Comment on a rule-making |
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Learn about FTC Cases |
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Check the status of a merger review |
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Find an FTC report |
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Other, please specify |
A |
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| SAC7768 |
A |
Please specify your other role in visiting FTC.gov today. |
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Text area, no char limit |
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N |
Skip Logic Group |
OE_Primary Reason |
| SAC7769 |
B |
If you were looking for consumer tips, which topics were you interested in? (Please check all that apply) |
Automobiles |
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Checkbox, one-up vertical |
Multi |
Y |
Skip Logic Group |
Consumer Tips |
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Computers & the Internet |
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Credit & Loans |
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Education, Scholarships, & Job Placement |
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Energy & the Environment |
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Health |
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ID Theft, Privacy, & Services |
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Investments & Business Opportunities |
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Shopping for Products & Services |
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Telemarketing & Telephone Services |
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Other, please specify |
C |
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| SAC7770 |
C |
Please specify the consumer topic that you were interested in. |
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N |
Skip Logic Group |
Other_Consumer Tips |
| SAC7771 |
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What is your primary role in visiting ftc.gov today? |
Consumer |
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Radio button, one-up vertical |
Single |
Y |
Skip Logic Group |
Primary Role |
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Business Person |
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Law Enforcement |
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Government Employee |
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Attorney |
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Consumer Advocate/Educator |
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Academic |
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Media/Blogger |
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Other, please specify |
A |
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| SAC7772 |
A |
Please specify your other role in visiting FTC.gov today. |
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Text area, no char limit |
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N |
Skip Logic Group |
OE_Primary Role |
| SAC7773 |
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Did you accomplish what you wanted to on FTC.gov today? |
Yes |
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Radio button, one-up vertical |
Single |
Y |
Skip Logic Group |
Accomplish |
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Partially |
A |
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No |
A |
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| SAC7774 |
A |
Please specify what you were trying to accomplish during your visit to FTC.gov. |
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Text area, no char limit |
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N |
Skip Logic Group |
OE_Accomplish |
| SAC7775 |
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What sections of the site did you primarily visit today? (Please select all that apply.) |
Actions |
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Checkbox, one-up vertical |
Multi |
Y |
Skip Logic Group |
Sections of Site |
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Competition |
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Congressional |
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Consumer Protection |
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Economics |
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General Counsel |
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International Affairs |
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News |
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Policy |
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Sally.Collins:
let me know if you want this to be exclusive
Don't Know |
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Other, please specify |
A |
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| SAC7776 |
A |
Please specify the section of the site you primarily visited today. |
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Text area, no char limit |
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N |
Skip Logic Group |
OE_Sections of Site |
| SAC7777 |
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How did you learn about to the FTC.gov? |
Search Engine |
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Radio button, one-up vertical |
Single |
Y |
Skip Logic Group |
Arrive to Site |
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Referred by another website |
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Social media |
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News Source (magazine/newspaper/radio/television) |
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Referred by a friend or family member |
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Prior visit |
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Other, please specify |
A |
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| SAC7778 |
A |
Please specify how you arrived to the FTC.gov site today. |
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Text area, no char limit |
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N |
Skip Logic Group |
OE_Arrive to Site |
| SAC7779 |
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How did you primarily look for information on the site today? |
Search feature |
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Radio button, one-up vertical |
Single |
Y |
Skip Logic Group |
Look for Info |
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Advanced search tool |
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Top navigation bar |
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Right "Hot Topics" navigation bar |
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Links in the center of the page |
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Site Map |
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Other, please specify |
A |
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| SAC7780 |
A |
Please specify how you looked for information on the site today. |
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Text area, no char limit |
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N |
Skip Logic Group |
OE_Look for Info |
| SAC7781 |
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How would you describe your experience navigating the site today? (Please select all that apply.) |
I had no difficulty navigating the site |
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Radio button, one-up vertical |
Single |
Y |
Skip Logic Group |
Navigation experience |
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Links often did not take me where I expected |
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Had difficulty finding relevant information |
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Links/labels are difficult to understand |
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Too many links/navigational options to choose from |
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Had technical difficulties (error messages, broken links, etc.) |
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Could not navigate back to previous information |
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I had a navigation difficulty not listed above: |
A |
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| SAC7782 |
A |
Please specify your other navigation difficulty: |
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Text area, no char limit |
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N |
Skip Logic Group |
OE_Nav Experience |
| SAC7783 |
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What do you think of FTC.gov's written content? |
Appropriate for my level of understanding |
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Radio button, one-up vertical |
Single |
Y |
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Site Content |
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Too complex |
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Too simplistic |
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| SAC7784 |
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If you could make one improvement to FTC.gov, what would it be? |
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Text area, no char limit |
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N |
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One Improvement |
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