513 FTC 513 FTC.gov Satisfaction Survey 3-2-2012

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Overview

Current Model Qsts
Current Custom Qsts

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Sheet 1: Current Model Qsts

Model Instance Name:
FTC.gov Satisfaction Survey
MID:	44tglcx05IE91JYUdxIBlA==
Partitioned (Y/N)?	Y
Date:	2/1/2012
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Model questions utilize the ACSI methodology to determine scores and impacts
	ELEMENTS (drivers of satisfaction)		CUSTOMER SATISFACTION		FUTURE BEHAVIORS
	Site Information (1=Poor, 10=Excellent, Don't Know)		Satisfaction		Recommend (1=Very Unlikely, 10=Very Likely)
1	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)		Primary Resource (1=Very Unlikely, 10=Very Likely)
3	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?
	Navigation (1=Poor, 10=Excellent, Don't Know)				Return (1=Very Unlikely, 10=Very Likely)
4	Please rate how well the site is organized.			25	How likely are you to return to this site?
5	Please rate the options available for navigating this site.
6	Please rate how well the site layout helps you find what you are looking for.
7	Please rate the number of clicks to get where you want on this site.
	Look and Feel (1=Poor, 10=Excellent, Don't Know)
8	Please rate the visual appeal of this site.
9	Please rate the balance of graphics and text on this site.
10	Please rate the readability of the pages on this site.
	Online Transparency (1=Poor, 10=Excellent, Don't Know)
11	Please rate how thoroughly this site discloses information about what this agency is doing.
12	Please rate how quickly agency information is made available on this site.
13	Please rate how well information about this agency's actions can be accessed by the public on this site.
	Plain Language (1=Poor, 10=Excellent, Don't Know)
14	Please rate the clarity of the wording on this site.
15	Please rate how well you understand the wording on this site.
16	Please rate this site on its use of short, clear sentences.
	Site Performance (1=Poor, 10=Excellent, Don't Know)
17	Please rate how quickly pages load on this site.
18	Please rate the consistency of speed from page to page on this site.
19	Please rate the ability to load pages without getting error messages on this site.

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Sheet 2: Current Custom Qsts

Model Instance Name:			red & strike-through: DELETE
FTC.gov Satisfaction Survey			underlined & italicized: RE-ORDER
MID: 44tglcx05IE91JYUdxIBlA==	44tglcx05IE91JYUdxIBlA==		pink: ADDITION
			blue + -->: REWORDING
Date:	2/1/2012
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		How old are you?	Under 18		Drop down, select one	S	Y		Age
			18-24
			25-34
			35-44
			45-54
			55-64
			65-74
			75 and up
			Prefer not to say
SAC7766		How frequently do you visit this site?	This is my first visit		Radio button, one-up vertical	Single	Y		Visit Frequency
			Every few months or less often
			Monthly
			Weekly
			Several times a week
			Daily
SAC7767		What is your primary reason for visiting FTC.gov today?	Get news about the FTC or FTC Events		Radio button, one-up vertical	Single	Y	Skip Logic Group	Primary Reason
			Get consumer tips	B
			Get business guidance
			Report a consumer complaint
			Comment on a rule-making
			Learn about FTC Cases
			Check the status of a merger review
			Find an FTC report
			Other, please specify	A
SAC7768	A	Please specify your other role in visiting FTC.gov today.			Text area, no char limit		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		Checkbox, one-up vertical	Multi	Y	Skip Logic Group	Consumer Tips
			Computers & the Internet
			Credit & Loans
			Education, Scholarships, & Job Placement
			Energy & the Environment
			Health
			ID Theft, Privacy, & Services
			Investments & Business Opportunities
			Shopping for Products & Services
			Telemarketing & Telephone Services
			Other, please specify	C
SAC7770	C	Please specify the consumer topic that you were interested in.					N	Skip Logic Group	Other_Consumer Tips
SAC7771		What is your primary role in visiting ftc.gov today?	Consumer		Radio button, one-up vertical	Single	Y	Skip Logic Group	Primary Role
			Business Person
			Law Enforcement
			Government Employee
			Attorney
			Consumer Advocate/Educator
			Academic
			Media/Blogger
			Other, please specify	A
SAC7772	A	Please specify your other role in visiting FTC.gov today.			Text area, no char limit		N	Skip Logic Group	OE_Primary Role
SAC7773		Did you accomplish what you wanted to on FTC.gov today?	Yes		Radio button, one-up vertical	Single	Y	Skip Logic Group	Accomplish
			Partially	A
			No	A
SAC7774	A	Please specify what you were trying to accomplish during your visit to FTC.gov.			Text area, no char limit		N	Skip Logic Group	OE_Accomplish
SAC7775		What sections of the site did you primarily visit today? (Please select all that apply.)	Actions		Checkbox, one-up vertical	Multi	Y	Skip Logic Group	Sections of Site
			Competition
			Congressional
			Consumer Protection
			Economics
			General Counsel
			International Affairs
			News
			Policy
			Sally.Collins: let me know if you want this to be exclusive Don't Know
			Other, please specify	A
SAC7776	A	Please specify the section of the site you primarily visited today.			Text area, no char limit		N	Skip Logic Group	OE_Sections of Site
SAC7777		How did you learn about to the FTC.gov?	Search Engine		Radio button, one-up vertical	Single	Y	Skip Logic Group	Arrive to Site
			Referred by another website
			Social media
			News Source (magazine/newspaper/radio/television)
			Referred by a friend or family member
			Prior visit
			Other, please specify	A
SAC7778	A	Please specify how you arrived to the FTC.gov site today.			Text area, no char limit		N	Skip Logic Group	OE_Arrive to Site
SAC7779		How did you primarily look for information on the site today?	Search feature		Radio button, one-up vertical	Single	Y	Skip Logic Group	Look for Info
			Advanced search tool
			Top navigation bar
			Right "Hot Topics" navigation bar
			Links in the center of the page
			Site Map
			Other, please specify	A
SAC7780	A	Please specify how you looked for information on the site today.			Text area, no char limit		N	Skip Logic Group	OE_Look for Info
SAC7781		How would you describe your experience navigating the site today? (Please select all that apply.)	I had no difficulty navigating the site		Radio button, one-up vertical	Single	Y	Skip Logic Group	Navigation experience
			Links often did not take me where I expected
			Had difficulty finding relevant information
			Links/labels are difficult to understand
			Too many links/navigational options to choose from
			Had technical difficulties (error messages, broken links, etc.)
			Could not navigate back to previous information
			I had a navigation difficulty not listed above:	A
SAC7782	A	Please specify your other navigation difficulty:			Text area, no char limit		N	Skip Logic Group	OE_Nav Experience
SAC7783		What do you think of FTC.gov's written content?	Appropriate for my level of understanding		Radio button, one-up vertical	Single	Y		Site Content
			Too complex
			Too simplistic
SAC7784		If you could make one improvement to FTC.gov, what would it be?			Text area, no char limit		N		One Improvement