Questionnaire Production Guidelines_Template

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Welcome
Thanks for visiting our site. You have been randomly selected to take part in
this Customer Satisfaction survey to let us know what we're doing well and
where we need to do better. To ensure accuracy, we've asked ForeSee, an
objective independent vendor, to help us gather this feedback. Please take a
minute or two to give us your opinion. The feedback you provide will help us
serve you better in the future. All results are strictly confidential.
Thank You
Thank you for your time in completing this survey. Your input is very valuable
to us and will be evaluated and used to serve you better in the future.
If you click on the links below you will be leaving the Department of Labor's
website. The Department of Labor does not endorse, takes no responsibility
for, and exercises no control over the organization or its views, or contents, nor
does it vouch for the accuracy of the information contained on the destination
server.

Model Instance Name:
DOL Union Reports V2
MID:

4Jo1VNRAZpccspok4UkkFg==

Partitioned (Y/N)?

No

Date:

9/14/2012
DOL Union Reports V2
Model questions utilize the ACSI methodology to determine scores and impacts
MQ Label

ELEMENTS (drivers of satisfaction)

MQ Label

Content - Quality
Content - Freshness

Please rate your perception of the accuracy of information on this site.
Please rate the quality of information on this site.
Please rate the freshness of content on this site.

MQ Label

Satisfaction

Content (1=Poor, 10=Excellent, Don't Know)
Content - Accuracy

CUSTOMER SATISFACTION

Satisfaction - Overall

What is your overall satisfaction with this site?
(1=Very Dissatisfied, 10=Very Satisfied)

Satisfaction - Expectations

How well does this site meet your expectations?
(1=Falls Short, 10=Exceeds)

Satisfaction - Ideal

How does this site compare to your idea of an
ideal website?
(1=Not Very Close, 10=Very Close)

FUTURE BEHAVIORS

Recommend (1=Very Unlikely, 10=Very Likely)
Recommend

How likely are you to recommend this site to someone else?
Return (1=Very Unlikely, 10=Very Likely)

Return

How likely are you to return to this site?

Navigation (1=Poor, 10=Excellent, Don't Know)
Navigation - Organized
Navigation - Options
Navigation - Layout
Navigation - Clicks

Please rate how well the site is organized.
Please rate the options available for navigating this site.
Please rate how well the site layout helps you find what you are looking
for.
Please rate the number of clicks to get where you want on this site.
Look and Feel (1=Poor, 10=Excellent, Don't Know)

Look and Feel - Appeal
Look and Feel - Balance
Look and Feel - Readability

Please rate the visual appeal of this site.
Please rate the balance of graphics and text on this site.
Please rate the readability of the pages on this site.
Site Performance (1=Poor, 10=Excellent, Don't Know)

Site Performance - Loading
Site Performance - Consistency
Site Performance - Errors

Please rate how quickly pages load on this site.
Please rate the consistency of speed from page to page on this site.
Please rate the ability to load pages without getting error messages on
this site.

ForeSee Results - Confidential and Proprietary

Model Instance Name:
DOL Union Reports V2
MID: 4Jo1VNRAZpccspok4UkkFg==
Date:
9/14/2012

red & strike-through: DELETE
underlined & italicized: RE-ORDER
pink: ADDITION
blue + -->: REWORDING

DOL Union Reports V2 CUSTOM QUESTION LIST
CQID
CJI4176

Skip To

CJI4177

CJI4178

Which of the following best describes your role in visiting our
website today?

A

CJI4179

CJI4180

B

CJI4181

CJI4182

C

CJI4183

CJI4184
CJI4185

Question Text
How frequently do you visit this website?

Answer Choices
(limited to 50 characters)
First time
Every day
About once a week
About once a month
Every few months or less often
Union member

CJI4177A02
CJI4177A03
CJI4177A04
CJI4177A05
CJI4177A06
CJI4177A07
CJI4177A08

Union officer
General public
Academic
Member of Media
Government Employee
Member of Public Interest Group
Other

Skip FromType (select from list)
Radio button, oneup vertical

Radio button, oneup vertical

Which of the following best describes your primary reason for CJI4179A01
visiting our website today?
CJI4179A02
CJI4179A03
CJI4179A04
CJI4179A05
CJI4179A06
CJI4179A07
CJI4179A08
Please briefly explain your primary reason for visiting our
website today.
Were you able to accomplish your goal in visiting our website CJI4181A01
today?
CJI4181A02
What were you unable to accomplish?

Please briefly explain your primary method to look for
information.
Do you have any other comments or suggestions to improve
this website?

Text area, no char
limit
Radio button, oneup vertical

Enforcement and Other Data
Compliance Assistance/Publication
Obtain a Form/Instructions
News or press release
File a report
View a Collective Bargaining Agreement
View a financial report
Other

CJI4183A01

Top navigation bar

CJI4183A02
CJI4183A03
CJI4183A04
CJI4183A05
CJI4183A06

Left navigation bar
Links in the center of the page
Site search feature (box in the upper-right corner of the page)
External search engine (such as Google)
Other

Required
Y/N
N

Single

N

Skip Logic Group*

N

Skip Logic Group*

N

Skip Logic Group*

N

Skip Logic Group*

N

Skip Logic Group*

N

Skip Logic Group*

N

Skip Logic Group*

N

Skip Logic Group*

Special Instructions

Single

B
Text area, no char
limit
Radio button, oneup vertical

Yes
No

Single or
Multi
Single

A

Please briefly describe your role.

What method did you primarily use to look for information on
our website today?

D

AnswerIDs (DOT)
CJI4176A01
CJI4176A02
CJI4176A03
CJI4176A04
CJI4176A05
CJI4177A01

Single

C
Text field, <100
char
Radio button, oneup vertical

Single

D
Text area, no char
limit
Text area, no char
limit

N

ForeSee Results - Confidential and Proprietary

CQ Label
Visit Frequency

Role

Other Role
Reason

Other Reason
Accomplish Goal

Unable
Method

Other Method
Comments

ForeSee Results - Confidential and Proprietary

Holiday 2010 Custom Question Setup

red & strike-through: DELETE
underlined & italicized: RE-ORDER

YOU MUST KEEP THE CQ LABELS AS THEY ARE LABELED B pink: ADDITION
blue + -->: REWORDING

CUSTOM QUESTION LIST

QID
(Group ID)
Generic
"spend"
intention for
benchmarking
and to
compare to
2008, 2009 and
2010

Skip
Logic
Label

Do you expect to spend more or less online during the 2010
holiday season compared to 2009?

Do you expect to spend more or less online during the 2010
holiday season with retailer.com compared to 2009?

Spend
intention with
this retailer

Answer Choices
(limited to 50 characters)

Question Text

Skip to

Type (select from list)

A lot more

Single or
Multi
Single

Please use the following guidelines:
- DO NOT MODIFY THE WORDING of the ANSWER CHOICES
down, select one
- DO NOT ADD ANSWER CHOICES OR DELETE ANSWERDrop
CHOICES
A little more
- DO toNOT
ORDER
ANSWER
CHOICES, if you would like answer choice
I expect
spendCHANGE
about the same
amountOF
as last
year
Aorder
little lesschanged, please request randomization
A lot less
- DO
Not
sure NOT change the CQ LABELS
I didn't
anything from
retailer.com
last year
- Youpurchase
may change
your
company
name in the question Radio
which
is highlighted inSingle
BLUE
button, one-up

Required
Y/N
Y

Y

vertical

R

A lot more
A little more
I expect to spend about the same amount as last year
A little less
A lot less
Not sure
Why do you expect to spend more online with retailer.com this Promotions ($ or % off offers)

R
R
S
S
Checkbox, one-up vertical

holiday season? (please select all that apply)

Quality of merchandise
Merchandise selection
Good return policy
Online product prices
Shipping costs
Availability of merchandise
Better personal economic circumstances this year
Other (please specify):

Multi

Y

Z

ForeSee Results - Confidential and Proprietary

Special Instructions

Skip Logic Group

Skip Logic Group

ForeSee Results - Confidential and Proprietary

Holiday 2011 Custom Question Setup

red & strike-through: DELETE
underlined & italicized: RE-ORDER

YOU MUST KEEP THE CQ LABELS AS THEY ARE LABELED BEL pink: ADDITION
blue + -->: REWORDING

CUSTOM QUESTION LIST

QID

Skip
Logic
Label

Answer Choices
(limited to 50 characters)

Question Text
Do you expect to spend more or less online during the 2011
holiday season compared to 2010?

Do you expect to spend more or less online during the 2011
holiday season with retailer.com compared to 2010?

A

Why do you expect to spend more online with retailer.com this
holiday season? (please select all that apply)

A little more
I expect to spend about the same amount as last year
A little less
A lot less
Not sure
I didn't purchase anything from retailer.com last year
A lot more
A little more
I expect to spend about the same amount as last year
A little less
A lot less
Not sure
Promotions ($ or % off offers)

Quality of merchandise
Merchandise selection
Good return policy
Online product prices
Shipping costs
Availability of merchandise
Better personal economic circumstances this year
Other (please specify):
C
B

Other reason to spend more online:
Why do you expect to spend less online with retailer.com this
holiday season? (please select all that apply)

Other reason to spend less online:
Please tell us what you did on retailer.com today.

A

A

B

Drop down, select one

Single

Y

Skip Logic Group

Checkbox, one-up vertical

Multi

Y

Skip Logic Group

Special Instructions

CQ Label
H2011-Spend general

Application Notes
Benchmarking question fro 2008,
should be a part of all Holiday
questions

H2011-Spend retailer

Added in 2009, relates directly to
the retailer and should be a part of
the holiday battery

H2011-Spend more

Randomize

C

Anchor Answer Choice
Text area, no char limit
Checkbox, one-up vertical

Multi

N
Y

Skip Logic Group

H2011-Spend more other
H2011-Spend less

Randomize

CC

Anchor Answer Choice
Text area, no char limit
Radio button, one-up vertical

Single

N
Y

Skip Logic Group

Text area, no char limit
Radio button, one-up vertical

Single

N
Y

Anchor Answer Choice
Skip Logic Group
Skip Logic Group

Checkbox, one-up vertical

Multi-select

Y

H2011-Spend less other
H2011-task accomp

A

B
Text area, no char limit
Radio button, one-up vertical

N

H2011-task accomp other
H2011-access mobile

Skip Logic Group
Randomize

H2011-why access mobile

Anchor Answer Choice
Skip Logic Group

H2011-access other
H2011-why access other

Should be used if retailer has a
mobile app

H2011-mobile any

Should be asked of all regardless if
they have a mobile device app or
not. It is a global question getting
a read on visitors.

H2011-mobile use

Global use of mobile app, can be
asked of all

Single

Y

Checkbox, one-up vertical

Multi

Y

Skip Logic Group

A
I used my mobile device to compare products or prices while shopping in person
- DO NOT CHANGE
ORDER OF ANSWER CHOICES, if you would like answerA choice
in a store
A
retailer-developed
mobile shopping apps
order changed,I used
please
request randomization
None of the above
- DO NOT change
the CQ
LABELS
I accessed
the store's
website
Checkbox, one-up vertical

Multi

Y

Exclusive Answer Choice
Skip Logic Group

H2011-mobile use store

Single

Y

Exclusive Answer Choice
Randomize

H2011-shop preference

AA

Have you ever used a mobile device to access any
retailer’s website, mobile website, or mobile shopping app?

Only ask if you do not have a
"What did you do?" question. Do
not replace what you have you will
lose trending.

Randomize

A

What else did you do on retailer.com today?

Did you access (insert retailer's name here) mobile website, Yes
or mobile shopping app while holiday shopping this year?
No
Why did you do so? (please select all that apply)
To compare different products
To look up price information about a product
To look up product specifications
To view product reviews
To make a purchase
To find a store location
Another reason:
Please specify the other reason you accessed the company's
website or app from a mobile device:
Yes

Required
Y/N
Y

B
B

I made a purchase for myself today

I bought a gift for someone else today
I was browsing today to purchase online later
I was browsing today to purchase at one of the store locations
I was browsing today to see what you have
Other (please specify):

Single or Multi
Single

Type (select from list)
Drop down, select one

A
A

Promotions were not appealing ($ or % off offers)

Quality of merchandise
Poor merchandise selection
Return policy
I'm trying to save more and spend less
Online product prices
Shipping costs
Poor availability of merchandise
Worse personal economic circumstances this year
Other (please specify):
CC

Skip to

A lot more

No, and I don't plan to

AA

A

No, but I might in the future
sure
Please use theNot
following
guidelines:
Which of the following ways did you use your mobile
I used my mobile device to access the Internet to research products (compare
- DO
NOT
MODIFY
device this holiday season? (please select
all that
apply)
product THE
details,WORDING
look up prices, of
find the
store ANSWER
locations, etc.)CHOICES
purchases
online fromOR
my mobile
deviceANSWER CHOICES
- DO NOT ADDI made
ANSWER
CHOICES
DELETE

A

change your company name in the question which is highlighted in BLUE
How did you use your mobile device while -inYou
retail may
stores this
holiday season? (please select all that apply)
I accessed a competitor's website

Please think about your shopping preferences.

I accessed a shopping comparison website (Shopzilla.com, Shopping.com)
I accessed the store's mobile shopping app
I accessed a competitor's mobile shopping app
None of the above
Research and buy online, have product delivered

Radio button, one-up vertical

In general, which of the following is your preferred way to shop for
the type of product you researched or purchased today?

Research and buy online, pick up in store
Research in a catalog and call to order
Research online, call to order
Research in a catalog and buy online
Research online, buy in store
Research in store, buy online
Research and buy in store
None of the above

Exclusive Answer Choice

Should be a part of the Holiday
battery of questions. Gets at
shopping preference and will be
left on after January.

Anchor Answer Choice

ForeSee Results - Confidential and Proprietary

Festive Season 2011 Custom Question Setup

red & strike-through: DELETE
underlined & italicized: RE-ORDER

YOU MUST KEEP THE CQ LABELS AS THEY ARE LABELED BEL pink: ADDITION
blue + -->: REWORDING

CUSTOM QUESTION LIST

QID

Skip
Logic
Label

Answer Choices
(limited to 50 characters)

Question Text

Skip to

Do you expect to spend more or less online during the 2011 festive A lot more
season compared to 2010?

A little more
I expect to spend about the same amount as last year
A little less
A lot less
Not sure
Do you expect to spend more or less online during the 2011 festive I didn't purchase anything from retailer.co.uk last year

Drop down, select one

season with retailer.co.uk compared to 2010?

A

Please use the following
guidelines FOR A UK survey:
A
A lot more
A
A little WORDING
more
- DO NOT MODIFY THE
of the ANSWER CHOICES
I expect to spend about the same amount as last year
- DO NOT ADD ANSWER
CHOICES OR DELETE ANSWER CHOICES
B
A little less
B
A
lot
less
- DO NOT CHANGE ORDER OF ANSWER CHOICES, if you would like answer choice
Not sure
order
please
request
Why do you expect to spend more online
with changed,
retailer.co.uk this
Checkbox, one-up vertical
Promotions
(£ or randomization
% off offers)
festive season? (please select all that apply)
- DO NOT change the CQ LABELS
- You may change your company name in the question which is highlighted in BLUE
Quality of merchandise
Merchandise selection
Goods return policy
Online product prices
Shipping costs
Availability of merchandise
Better personal economic circumstances this year
Other (please specify):

CC
B

Other reason to spend more online:
Why do you expect to spend less online with retailer.co.uk this
festive season? (please select all that apply)

Other reason to spend less online:
Please tell us what you did on retailer.co.uk today.

A

A

B

Which of the following ways did you use your mobile
device during the festive season? (please select all that
apply)

No, and I don't plan to
No, but I might in the future
Not sure
I used my mobile device to access the Internet to research products (compare
product details, look up prices, find store locations, etc.)
I made purchases online from my mobile device
I used my mobile device to compare products or prices whilst shopping in person
in a store
I used retailer-developed mobile shopping apps
None of the above
I accessed the store's website

A

Y

Skip Logic Group

Multi

Y

Skip Logic Group

CQ Label
H2011-Spend general

Application Notes
Benchmarking question fro 2008,
should be a part of all Holiday
questions

H2011-Spend retailer

Added in 2009, relates directly to
the retailer and should be a part of
the holiday battery

H2011-Spend more

Randomize

Multi

N
Y

Skip Logic Group

H2011-Spend more other
H2011-Spend less

C

Anchor Answer Choice
Text area, no char limit
Radio button, one-up vertical

Single

N
Y

Skip Logic Group

Anchor Answer Choice
Skip Logic Group
Skip Logic Group

H2011-Spend less other
H2011-task accomp

Only ask if you do not have a
"What did you do?" question. Do
not replace what you have you will
lose trending.

Randomize

A

A

Text area, no char limit
Radio button, one-up vertical

Single

N
Y

Checkbox, one-up vertical

Multi

Y

B
Text area, no char limit
Radio button, one-up vertical

N

H2011-task accomp other
H2011-access mobile

Skip Logic Group
Randomize

H2011-why access mobile

Anchor Answer Choice
Skip Logic Group

H2011-access other
H2011-why access other

Single

Y

H2011-mobile any

Checkbox, one-up vertical

Multi

Y

Skip Logic Group

Checkbox, one-up vertical

Multi

Y

Exclusive Answer Choice
Skip Logic Group

H2011-mobile use store

Radio button, one-up vertical

Single

Y

Exclusive Answer Choice
Randomize

H2011-shop preference

AA

Have you ever used a mobile device to access any
retailer’s website, mobile website, or mobile shopping app?

AA

Single

Special Instructions

Randomize

What else did you do on retailer.co.uk today?

Did you access (insert retailer's name here) mobile website, Yes
or mobile shopping app while Christmas shopping this
year?
No
Why did you do so? (please select all that apply)
To compare different products
To look up price information about a product
To look up product specifications
To view product reviews
To make a purchase
To find a store location
Another reason:
Please specify the other reason you accessed the company's
website or app from a mobile device:
Yes

Required
Y/N
Y

Anchor Answer Choice
Text area, no char limit
Checkbox, one-up vertical

I made a purchase for myself today

I bought a gift for someone else today
I was browsing today to purchase online later
I was browsing today to purchase at one of the store locations
I was browsing today to see what you have
Other (please specify):

Single or Multi
Single

CC

Promotions were not appealing (£ or % off offers)

Quality of merchandise
Poor merchandise selection
Return policy
I'm trying to save more and spend less
Online product prices
Shipping costs
Poor availability of merchandise
Worse personal economic circumstances this year
Other (please specify):
C

Type (select from list)
Drop down, select one

A

H2011-mobile use

Should be used if retailer has a
mobile app

Should be asked of all regardless if
they have a mobile device app or
not. It is a global question getting
a read on visitors.

Global use of mobile app, can be
asked of all

A
A
A

How did you use your mobile device while in retail stores
during the festive season? (please select all that apply)
I accessed a competitor's website

I accessed a shopping comparison website (e.g. Shopzilla.co.uk, Shopping.com
UK)
I accessed the store's mobile shopping app
I accessed a competitor's mobile shopping app
None of the above
Research and buy online, have product delivered

Should be a part of the Holiday
battery of questions. Gets at
shopping preference and will be
left on after January.

Please think about your shopping preferences.
In general, which of the following is your preferred way to shop for
the type of product you researched or purchased today?

Research and buy online, pick up in store
Research online, call to order
Research catalogue buy online
Research online, buy in store
Research in store, buy online
Research and buy in store
None of the above

Exclusive Answer Choice

Anchor Answer Choice

ForeSee Results - Confidential and Proprietary