| Model Instance Name: |
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| USPTO Browse |
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| MID: |
Fxh4AZJElIVZMNBwMBgk8A== |
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| Date: |
8/23/2010 |
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| USPTO Browse |
| 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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Content (1=Poor, 10=Excellent, Don't Know) |
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Satisfaction |
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Return (1=Very Unlikely, 10=Very Likely) |
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Please rate the accuracy of information on this site. |
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What is your overall satisfaction with this site?
(1=Very Dissatisfied, 10=Very Satisfied) |
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How likely are you to return to this site? |
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Please rate the quality of information on this site. |
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How well does this site meet your expectations?
(1=Falls Short, 10=Exceeds) |
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Recommend (1=Very Unlikely, 10=Very Likely) |
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Please rate the freshness of content on this site. |
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How does this site compare to your idea of an ideal website?
(1=Not Very Close, 10=Very Close) |
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How likely are you to recommend this site to someone else? |
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Functionality (1=Poor, 10=Excellent, Don't Know) |
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Please rate the usefulness of the features provided on this site. |
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Primary Resource (1=Very Unlikely, 10=Very Likely) |
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Please rate the convenience of the features on this site. |
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How likely are you to use this site as your primary resource for patent and trademark information and services? |
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Please rate the variety of features on this site. |
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Trust (1=Strongly Disagree, 10=Strongly Agree) |
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Look and Feel (1=Poor, 10=Excellent, Don't Know) |
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I can count on this agency to act in my best interests. |
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Please rate the visual appeal of this site. |
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I consider this agency to be trustworthy. |
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Please rate the balance of graphics and text on this site. |
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This agency can be trusted to do what is right. |
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Please rate the readability of the pages on this site. |
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Future Participation (1=Very Unlikely, 10=Very Likely) |
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Navigation (1=Poor, 10=Excellent, Don't Know) |
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How likely are you to express your thoughts or ideas to this agency in the next 90 days? |
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Please rate how well the site is organized. |
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Please rate the options available for navigating this site. |
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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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Online Transparency (1=Poor, 10=Excellent, Don't Know) |
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Please rate how thoroughly this website discloses information about what this agency is doing. |
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Please rate how quickly agency information is made available on this website. |
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Please rate how well information about this agency's actions can be accessed by the public on this website. |
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Site Performance (1=Poor, 10=Excellent, Don't Know) |
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Please rate how quickly pages load on this site. |
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Please rate the consistency of speed from page to page on this site. |
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Please rate the ability to load pages without getting error messages on this site. |
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Tasks/ Transactions (1=Poor, 10=Excellent, Don't Know) |
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Please rate the process for completing task(s) on this site. |
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Please rate the clarity of instructions for completing task(s) on this site. |
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Please rate the verification of task completion on this site. |
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| Model Instance Name: |
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red & strike-through: DELETE |
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| USPTO Browse |
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underlined & italicized: RE-ORDER |
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| MID: Fxh4AZJElIVZMNBwMBgk8A== |
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pink: ADDITION |
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| Date: |
12/15/2011 |
blue + -->: REWORDING |
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| USPTO Browse 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 |
| ACQCol0009916 |
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Please rate the clarity of the wording on this site. |
1 = Poor |
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Radio button, scale, has don't know |
Single |
Y |
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PL_Clarity |
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2 |
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10 = Excellent |
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Don't know |
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| ACQCol0009917 |
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Please rate how well you understand the wording on this site. |
1 = Poor |
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Radio button, scale, has don't know |
Single |
Y |
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PL_Understand |
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2 |
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10 = Excellent |
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Don't know |
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| ACQCol0009918 |
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Please rate this site on its use of short, clear sentences. |
1 = Poor |
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Radio button, scale, has don't know |
Single |
Y |
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PL_Sentences |
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2 |
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10 = Excellent |
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Don't know |
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| EDO07368 |
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Which of the following best describes you? |
Attorney/Agent/Support Staff |
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Radio button, one-up vertical |
Single |
Y |
Skip Logic Group |
Visitor Role |
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Inventor |
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Entrepreneur/Business Professional |
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Research Professional |
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Randomize |
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Librarian/Information Professional |
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Journalist |
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Teacher / Educator |
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Student |
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Vendor |
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Job Seeker |
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USPTO Employee |
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Other (please specify) |
A |
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Anchor Answer Choice |
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| EDO07369 |
A |
LDonaldson:
corrected 5/16/2011
Other description |
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Text area, no char limit |
Single |
N |
Skip Logic Group |
Role Other |
| EDO07370 |
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Which of the following best describes your organization? |
Law firm/Private company/Corporation |
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Drop down, select one |
Single |
Y |
Skip Logic Group |
Type of Organization |
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Non-profit/Non-governmental Organization |
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Federal: U.S. Congress / Committee Staff |
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Federal: U.S. Executive Branch, Other |
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U.S. State or Local Government |
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Non-U.S. Government |
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College/University |
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K-12 School |
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Randomize |
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Individual / General public |
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Foreign citizen |
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Other (please specify) |
A |
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Anchor Answer Choice |
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| EDO07371 |
A |
Please describe the organization you belong to. |
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Text area, no char limit |
Open |
N |
Skip Logic Group |
Organization Other |
| EDO07372 |
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USPTO:
added "daily…"
How frequently do you visit this site? |
Daily or almost daily |
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Dropdown (Select-one) |
Single |
Y |
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Frequency |
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About once a week |
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Two to three times per week |
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About once a month |
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Every few months |
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Every 6 months or less often |
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This is my first time visiting this site |
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| EDO07373 |
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What category best describes your primary reason(s) for visiting the site today? (Select all that apply) |
Patents |
A |
Checkbox, one-up vertical |
Mutli |
Y |
Skip Logic Group |
Primary Reason |
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Trademarks |
B |
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IP Law & Policy information |
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USPTO Careers |
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Vendor information (business with USPTO) |
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News & Events |
C |
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Other (please specify) |
D |
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Anchor Answer Choice |
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| EDO07374 |
D |
Please specify your reason for visiting today. |
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Text area, no char limit |
Open |
N |
Skip Logic Group |
Reason Other |
| EDO07375 |
A |
USPTO:
modified
What Patent activities were you trying to accomplish today? (Select all that apply) |
Search for published patent applications & grants |
|
Checkbox, one-up vertical |
Mutli |
Y |
Skip Logic Group |
Patent Activity |
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File a patent application online |
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Check application status, view or download application documents |
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Randomize |
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Conduct a Classification search |
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File assignment recordations |
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Obtain general information about patents |
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View patent statistics |
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Access Patent Guides/Manual of Examination Procedures (MPEP) |
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Download Patent Forms |
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Pay fees |
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Find a USPTO telephone number, email, or address |
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News & Events |
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Other (please specify) |
E |
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Anchor Answer Choice |
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| EDO07376 |
E |
Other type of Patent activity. |
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Text area, no char limit |
Single |
N |
Skip Logic Group |
Patent Activity Other |
| EDO07377 |
B |
USPTO:
modified
What Trademark activities were you trying to accomplish today? (Select all that apply) |
Obtain general trademark information/view instructional videos |
|
Checkbox, one-up vertical |
Mutli |
Y |
Skip Logic Group |
Trademark Activity |
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Search for trademark applications & registrations |
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randomize |
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File a trademark application or other submission for domestic filings and under Madrid Protocol |
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Check status of application or registration |
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View or download documents and/or order certified copies |
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File TTAB proceedings |
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Randomize |
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File assignment recordations |
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Access trademark manuals/guides/Official Gazette |
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Access trademark rules and/or notices |
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View/research statistical information |
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Find a USPTO telephone number, email, or address |
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Obtain trademark bulk data |
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News & Events |
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Other (please specify) |
F |
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Anchor Answer Choice |
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| EDO07378 |
F |
Other type of Trademark activity. |
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Text area, no char limit |
Single |
N |
Skip Logic Group |
Trademark Activity Other |
| EDO07379 |
C |
USPTO:
modified
What type of News & Event information were you looking for today? (Select all that apply) |
Public events at the USPTO or other location |
|
Checkbox, one-up vertical |
Multi |
N |
Skip Logic Group |
News & Event Information |
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Changes to law and policy |
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Availability of Electronic Business Systems on the USPTO Web site |
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International activities |
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Testimony & speeches |
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Other (please specify) |
J |
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Anchor Answer Choice |
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| EDO07380 |
J |
Other type of News & Event information. |
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Text area, no char limit |
Open |
N |
|
News & Event Other |
| EDO07381 |
|
Were you able to accomplish your task(s) today? |
Yes |
|
Radio button, one-up vertical |
Single |
Y |
Skip Logic Group |
Did You Accomplish |
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No |
G3, G4 |
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Still looking |
G2, G4 |
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| EDO07382 |
G2 |
What were you trying to accomplish? |
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Text area, no char limit |
Single |
N |
Skip Logic Group |
Accomplish Other |
| EDO07383 |
G3 |
What prevented you from accomplishing your task(s)? |
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Text area, no char limit |
Single |
N |
Skip Logic Group |
Task Difficulty |
| EDO07384 |
G4 |
Do you intend to contact the USPTO Customer Support Centers to get information that you couldn't find on the USPTO Web site? |
Yes |
|
Radio button, one-up vertical |
Single |
Y |
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USPTO Support Centers |
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No |
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Not sure |
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| ACQCol0009941 |
|
If you visited the USPTO.gov homepage today, what did you interact with? (Please select all that apply) |
I did not visit the homepage today |
|
Checkbox, one-up vertical |
Multi |
Y |
Skip Logic Group |
Homepage Interaction |
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The top navigation menu |
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The patents link located on the right side of the page |
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The trademarks link located on the right side of the page |
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The iplaw & policy link located on the right side of the page |
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Site-wide search box (upper right corner) |
S, Z |
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Link to search for patents (upper right corner) |
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Link to search for trademarks (upper right corner) |
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One or more links under the "Popular Links" section |
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Other links within the homepage |
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Not Sure/Don't Remember |
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exclusive |
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| EDO07386 |
S |
Please tell us about your experience with the site-wide search box feature today. (Please select all that apply.) |
Search results were helpful |
|
Checkbox, one-up vertical |
Multi |
Y |
Skip Logic Group |
Search Box Experience |
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Results were not relevant/not what I wanted |
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Too many results/I needed to refine my search |
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Not enough results |
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Returned NO results |
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Randomize |
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Received error message(s) |
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Search speed was too slow |
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I experienced a different search issue (please explain): |
I |
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Anchor Answer Choice |
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| EDO07387 |
I |
Please specify other search box issue. |
|
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Text area, no char limit |
Open |
N |
Skip Logic Group |
Other Search Issue |
| ACQCol0009942 |
Z |
Did you try using the site's navigational links before using the search feature today? |
Yes, I navigated first |
|
Radio button, one-up vertical |
Single |
Y |
Skip Logic Group |
Navigate First? |
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No, I went straight to the search feature |
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Don't recall |
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| EDO07388 |
|
How would you describe your navigation experience on this site today? (Please select all that apply.) |
I had no difficulty navigating/browsing on www.uspto.gov |
|
Checkbox, one-up vertical |
Multi |
N |
Skip Logic Group |
Site Navigation |
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Links often did not take me where I expected |
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Had difficulty finding relevant information/products |
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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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randomize |
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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: |
M |
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Anchor Answer Choice |
| EDO07389 |
M |
Please specify other navigation difficulty. |
|
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Text area, no char limit |
|
N |
Other navigation diff |
Other Navigation |
| EDO07390 |
|
USPTO:
added choices
In addition to the USPTO website, what additional source(s) do you use to obtain USPTO information? (Select all that apply) |
USPTO Customer Support Centers (telephone or e-mail) |
|
Checkbox, one-up vertical |
Multi |
Y |
Skip Logic Group |
2nd Source of Info |
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Friend or colleague |
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Commercial vendor |
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Public library |
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Law firm or law firm website |
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Educational institutions |
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Search engine |
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Randomize |
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YouTube video |
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Internet blogs or discussion forums |
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Social networks (Facebook, My Space, Twitter) |
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E-mail or other alerts from the USPTO |
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News articles or reports |
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Other Federal Web site (fedbizops, regulations.gov, etc.) |
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Non-U.S. Government Web site |
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| EDO07391 |
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Other additional source(s). |
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Skip Logic Group |
Other 2nd Source |
| ACQsmi0005382 |
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LDonaldson:
final wording per conversation 5/16/2011.
suggest this question be moved up.
Please share any additional details that describe how your experience on the USPTO site today could have been improved. |
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Improvements |
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USPTO:
not sure this is important
What is your age? |
18 and Under |
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19-25 |
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51+ |
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