514 FTC.gov 514 FTC.gov Satisfaction Survey 3-12-2012

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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
	MQ Label			MQ Label			MQ Label
		Site Information (1=Poor, 10=Excellent, Don't Know)			Satisfaction			Recommend (1=Very Unlikely, 10=Very Likely)
1	Site Information - Thoroughness	Please rate the thoroughness of information on this site.	20	Satisfaction - Overall	What is your overall satisfaction with this site? (1=Very Dissatisfied, 10=Very Satisfied)	23	Recommend	How likely are you to recommend this site to someone else?
2	Site Information - Understandable	Please rate how understandable the information is on this site.	21	Satisfaction - Expectations	How well does this site meet your expectations? (1=Falls Short, 10=Exceeds)			Primary Resource (1=Very Unlikely, 10=Very Likely)
3	Site Information - Answers	Please rate how well the information provides answers to your questions.	22	Satisfaction - Ideal	How does this site compare to your idea of an ideal website? (1=Not Very Close, 10=Very Close)	24	Primary Resource	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	Navigation - Organized	Please rate how well the site is organized.				25	Return	How likely are you to return to this site?
5	Navigation - Options	Please rate the options available for navigating this site.
6	Navigation - Layout	Please rate how well the site layout helps you find what you are looking for.
7	Navigation - Clicks	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	Look and Feel - Appeal	Please rate the visual appeal of this site.
9	Look and Feel - Balance	Please rate the balance of graphics and text on this site.
10	Look and Feel - Readability	Please rate the readability of the pages on this site.
		Online Transparency (1=Poor, 10=Excellent, Don't Know)
11	Online Transparency - Disclose	Please rate how thoroughly this site discloses information about what this agency is doing.
12	Online Transparency - Quick	Please rate how quickly agency information is made available on this site.
13	Online Transparency - Access	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	Plain Language - Clear	Please rate the clarity of the wording on this site.
15	Plain Language - Understandable	Please rate how well you understand the wording on this site.
16	Plain Language - Concise	Please rate this site on its use of short, clear sentences.
		Site Performance (1=Poor, 10=Excellent, Don't Know)
17	Site Performance - Loading	Please rate how quickly pages load on this site.
18	Site Performance - Consistency	Please rate the consistency of speed from page to page on this site.
19	Site Performance - Errors	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==		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 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
			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? How did you learn about 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. Please specify how you learned about ftc.gov			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		Checkbox, one-up vertical	multi	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