569 EA OSSS Questionnaire 10-02-2012

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Overview

Guidelines
Welcome and Thank You Text
Current Model Qsts
Current CQs
Current CQs (10-2-12)
CQs (4-2-12)
CQs (3-13-12)

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Sheet 1: Guidelines

Questionnaire Management Guidelines

Goals:

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One consolidated document to track all model and CQ changes throughout the life of the project

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Questionnaire always matches the live survey

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Easy and error-free way to submit CQ changes

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All changes tracked and reflected in one document (DOT will help)

Questionnaire Resources:

1

Questionnaire Design and Approval Process

2

Question Grouping Rules

3

OPS vs. Skip Logic Decision for "Other, Please Specify"

4

Model and Custom Question Checks_ SRA

5

Model and Custom Question Checks_ Team LeadManager

6

Model and Custom Question Checks_ DOT

7

Foreign Language Survey Instructions

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Sheet 2: Welcome and Thank You Text

Model Instance Name:

SSA Electronic Access

MID:

Z5w0N58sJ5AkRkYUg4pVFg==

Date:

2/8/2012

Welcome and Thank You Text

Directions:

This welcome text is shown at the top of the questionnaire window and the thank you text at the bottom. This is a good place to mention the site/company/agency name so the visitor knows whom they are taking the survey for. Feel free to modify the standard Welcome text shown in the box below.

Examples

Welcome Text Example

Welcome Text

Thank you for visiting our site. You've been randomly chosen to take part in a brief survey to let us know what we're doing well and where we can improve. Please take a few minutes to share your opinions, which are essential in helping us provide the best online experience possible.

Thank You Text Example

Thank You Text

Thank you for taking our survey and for helping us serve you better. Please note you will not receive a response from us based on your survey comments. If you would like us to contact you about your feedback, please visit the Contact Us section of our website.

us

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Sheet 3: Current Model Qsts

Model Instance Name:
SSA Electronic Access
MID:
Partitioned (Y)
NOTE: All non-partitioned surveys will NOT be imputed and the elements will be rotated as a default unless otherwise specified and approved by Research.
Date:	2/8/2012
SSA Electronic Access
Model questions utilize the ACSI methodology to determine scores and impacts
	ELEMENTS (drivers of satisfaction)		CUSTOMER SATISFACTION		FUTURE BEHAVIORS
	Look and Feel (1=Poor, 10=Excellent, Don't Know)		Satisfaction		Return (1=Very Unlikely, 10=Very Likely)
1	Please rate the visual appeal of this site.	17	What is your overall satisfaction with this site? (1=Very Dissatisfied, 10=Very Satisfied)	20	How likely are you to return to this site?
2	Please rate the balance of graphics and text on this site.	18	How well does this site meet your expectations? (1=Falls Short, 10=Exceeds)		Recommend (1=Very Unlikely, 10=Very Likely)
3	Please rate the readability of the pages on this site.	19	How does this site compare to your idea of an ideal website? (1=Not Very Close, 10=Very Close)	21	How likely are you to recommend this site to someone else?
	Navigation (1=Poor, 10=Excellent, Don't Know)				Use Web Channel Over Others (1=Very Unlikely, 10=Very Likely)
4	Please rate how well this site is organized.			22	How likely are you to use this site rather than seek information from other channels (i.e. local field office, call center)?
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.
	Privacy (1=Poor, 10=Excellent, Don't Know)
8	Please rate the ability to limit sharing of your personal information on this site.
9	Please rate the amount of personal information you are asked to submit on this site.
10	Please rate this site's commitment to protecting your personal information.
	Site Performance (1=Poor, 10=Excellent, Don't Know)
11	Please rate how quickly pages load on this site.
12	Please rate the consistency of speed from page to page on this site.
13	Please rate the ability to load pages without getting error messages on this site.
	Tasks/ Transactions (1=Poor, 10=Excellent, Don't Know)
14	Please rate the simplicity of the process for completing task(s) on this site.
15	Please rate the clarity of instructions for completing task(s) on this site
16	Please rate the verification of task completion on this site.

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Sheet 4: Current CQs

SSA Electronic Access			red & strike-through: DELETE
			underlined & italicized: RE-ORDER
MID:	Z5w0N58sJ5AkRkYUg4pVFg==		pink: ADDITION
Date:	2/8/2012		blue + -->: REWORDING
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
SAC7234		Did you register for a username and password today?	Yes	A,B,C,D,DD,E,F			Y	Skip Logic Group	Password Registration
			No	X
SAC7235	A	Please tell us how long it took you to complete your registration:	Less than 10 minutes		Radio button, one-up vertical	Single	N	Skip Logic Group	Registration SAT
			11 minutes - 15 minutes
			16 minutes - 30 minutes
			31 minutes - 1 hour
			Greater than 1 hour
SAC7236	B	Did you register for Extra Security today?	Yes				N	Skip Logic Group	ExtraSecurityReg
			No
			I don't know
SAC7237	C	Did you understand all the instructions for registering for a username and password today?	Yes			Single	N	Skip Logic Group	Instructions
			Partially	CC
			No	CC
SAC7238	CC	Please explain what you did not understand about the instructions.			Text area, no char limit		N	Skip Logic Group	OE_Instructions
SAC7239	D	Did you see any information describing the website's security policies or features?	Yes		Radio button, one-up vertical	Single	N	Skip Logic Group	Security
			No
SAC7240	DD	Do you have any concerns about the security of transactions on this website?	Yes	DDD		Single	N	Skip Logic Group	Security Concerns
			No
SAC7241	DDD	Please describe your concerns with the security of this site.			Text area, no char limit		N		OE_Security Concerns
SAC7242	E	What would you like us to improve, if anything, about this site's registration process?			Text area, no char limit		N	Skip Logic Group	OE_Reg Improvement
ACQwil0011885	F	What was your primary reason for visiting today?	To print my Social Security Statement		Checkbox	Multi	Y	Skip Logic Group	Primary Reason_Yes
			To check my earnings record
			To view my estimated benefits
			Add Extra Security to my online account
			Just curious - wanted to see what information was available with an online account
			Other reason for visiting today:	FF
ACQwil0011886	FF	Please tell us what your primary reason was for visiting today:			Text area, no char limit		N	Skip Logic Group	OE_Primary Reason Yes
SAC7243	X	What was your primary reason for visiting today?	To print my Social Security Statement		Checkbox	Multi	Y	Skip Logic Group	Primary Reason_No
			To check my earnings record
			To view my estimated benefits
			Add Extra Security to my online account
			Just curious - wanted to see what information was available with an online account
			Other reason for visiting today:	AA
SAC7244	AA	Please tell us what your primary reason was for visiting today:			Text area, no char limit		N	Skip Logic Group	OE_Primary Reason No
ACQhar0016936		Now that you've looked at your online statement, how often do you think you'll return to review it?	Less frequently than once a year		Dropdown (Select-one)	Single	Y		View Statement
			At least once a year
			Every 6 months
			Once a quarter
			Once a month
			More frequently than once a month
			Other
SAC7245		Were you able to accomplish what you wanted to on the site today?	Yes		Radio button, one-up vertical	Single	Y	Skip Logic Group	Task Accomplishment
			No	Y
SAC7246	Y	Since you were not able to accomplish what you wanted to do today, what do you plan to do next? (Please select all that apply)	Return and try again		Checkbox	Multi	Y	Skip Logic Group	Do Next
			Visit a local Social Security office
			Call a local Social Security office
			Call Social Security's 800 number
			Submit an e-mail to Social Security
			Write a letter to Social Security
			Take no action
			Other, please specify	YY
SAC7247	YY	Please tell us what other action you plan to take next.			Text area, no char limit		N		OE_Do Next
SAC7248		Was there any information on the site that was unclear to you?	No, all the information was clear		Checkbox	Multi	N	Skip Logic Group	Clarity of Info
			The language used
			How to print a statement
			Instructions for registering for a username and password
			Instructions for resetting a password and/or recalling a username
			Other
SAC7250		What did you like most about your experience today?			Text area, no char limit		N		OE_Like
SAC7251		What did you like least about your experience today?			Text area, no char limit		N		OE_Dislike
SAC7253		Please select the category that includes your age.	18-24		Drop down, select one	Single	N		Age
			25-34
			35-44
			45-54
			55-59
			60-64
			65-74
			75 or older
			Prefer not to answer

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Sheet 5: Current CQs (10-2-12)

SSA Electronic Access			red & strike-through: DELETE
			underlined & italicized: RE-ORDER
MID:	Z5w0N58sJ5AkRkYUg4pVFg==		pink: ADDITION
Date:	2/8/2012		blue + -->: REWORDING
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
SAC7233		How often do you access your online statement?	This is my first time		Dropdown (Select-one)	Single	Y		Visit Frequency
			Daily
			Two to three times per week
			About once a month
			Every few months
			Every 6 months or less often
SAC7234		Did you register for a username and password today?	Yes	A,B,C,D,DD,E,F			Y	Skip Logic Group	Password Registration
			No	X
SAC7235	A	Please tell us how long it took you to complete your registration:	Less than 10 minutes		Radio button, one-up vertical	Single	N	Skip Logic Group	Registration SAT
			11 minutes - 15 minutes
			16 minutes - 30 minutes
			31 minutes - 1 hour
			Greater than 1 hour
SAC7236	B	Did you register for Extra Security today?	Yes				N	Skip Logic Group	ExtraSecurityReg
			No
			I don't know
SAC7237	C	Did you understand all the instructions for registering for a username and password today?	Yes			Single	N	Skip Logic Group	Instructions
			Partially	CC
			No	CC
SAC7238	CC	Please explain what you did not understand about the instructions.			Text area, no char limit		N	Skip Logic Group	OE_Instructions
SAC7239	D	Did you see any information describing the website's security policies or features?	Yes		Radio button, one-up vertical	Single	N	Skip Logic Group	Security
			No
SAC7240	DD	Do you have any concerns about the security of transactions on this website?	Yes	DDD		Single	N	Skip Logic Group	Security Concerns
			No
SAC7241	DDD	Please describe your concerns with the security of this site.			Text area, no char limit		N		OE_Security Concerns
SAC7242	E	What would you like us to improve, if anything, about this site's registration process?			Text area, no char limit		N	Skip Logic Group	OE_Reg Improvement
ACQwil0011885	F	What was your primary reason for visiting today?	To print obtain my Social Security Statement		Checkbox	Multi	Y	Skip Logic Group	Primary Reason_Yes
			To check my earnings record
			To view my estimated benefits
			Add Extra Security to my online account
			Just curious - wanted to see what information was available with an online account
			Other reason for visiting today:	FF
ACQwil0011886	FF	Please tell us what your primary reason was for visiting today:			Text area, no char limit		N	Skip Logic Group	OE_Primary Reason Yes
SAC7243	X	What was your primary reason for visiting today?	To print obtain my Social Security Statement		Checkbox	Multi	Y	Skip Logic Group	Primary Reason_No
			To check my earnings record
			To view my estimated benefits
			Add Extra Security to my online account
			Just curious - wanted to see what information was available with an online account
			Other reason for visiting today:	AA
SAC7244	AA	Please tell us what your primary reason was for visiting today:			Text area, no char limit		N	Skip Logic Group	OE_Primary Reason No
		Now that you've looked at your online statement, how often do you think you'll return to review it?	Less frequently than once a year		Dropdown (Select-one)	Single	Y		View Statement
			At least once a year
			Every 6 months
			Once a quarter
			Once a month
			More frequently than once a month
			Other
SAC7245		Were you able to accomplish what you wanted to on the site today?	Yes		Radio button, one-up vertical	Single	Y	Skip Logic Group	Task Accomplishment
			No	Y
SAC7246	Y	Since you were not able to accomplish what you wanted to do today, what do you plan to do next? (Please select all that apply)	Return and try again		Checkbox	Multi	Y	Skip Logic Group	Do Next
			Visit a local Social Security office
			Call a local Social Security office
			Call Social Security's 800 number
			Submit an e-mail to Social Security
			Write a letter to Social Security
			Take no action
			Other, please specify	YY
SAC7247	YY	Please tell us what other action you plan to take next.			Text area, no char limit		N		OE_Do Next
SAC7248		Was there any information on the site that was unclear to you?	No, all the information was clear		Checkbox	Multi	N	Skip Logic Group	Clarity of Info
			The language used
			How to print a statement
			Instructions for registering for a username and password
			Instructions for resetting a password and/or recalling a username
			Other, please specify	Z
SAC7249	Z	Please specify what information was unclear to you today.			Text area, no char limit		N	Skip Logic Group	OE_Clarity
SAC7250		What did you like most about your experience today?			Text area, no char limit		N		OE_Like
SAC7251		What did you like least about your experience today?			Text area, no char limit		N		OE_Dislike
SAC7252		Please specify what additional information or services you would like to have available on this site.			Text area, no char limit		N		OE_Add Info/Service
SAC7253		Please select the category that includes your age.	18-24		Drop down, select one	Single	N		Age
			25-34
			35-44
			45-54
			55-59 64
			60-64
			65-74
			75 or older
			Prefer not to answer

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Sheet 6: CQs (4-2-12)

SSA Electronic Access			red & strike-through: DELETE
			underlined & italicized: RE-ORDER
MID:	Z5w0N58sJ5AkRkYUg4pVFg==		pink: ADDITION
Date:	2/8/2012		blue + -->: REWORDING
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
SAC7233		How often do you access your online statement?	This is my first time		Dropdown (Select-one)	Single	Y		Visit Frequency
			Daily
			Two to three times per week
			About once a month
			Every few months
			Every 6 months or less often
SAC7234		Did you register for a username and password today?	Yes	A			Y		Password Registration
			No	X
SAC7235	A	Please tell us how long it took you to complete your registration:	Less than 10 minutes	B	Radio button, one-up vertical	Single	Y	Skip Logic Group	Registration SAT
			11 minutes - 15 minutes	B
			16 minutes - 30 minutes	B
			31 minutes - 1 hour	B
			Greater than 1 hour	B
SAC7236	B	Did you register for Extra Security today?	Yes	C			Y	Skip Logic Group	ExtraSecurityReg
			No	C
			I don't know	C
SAC7237	C	Did you understand all the instructions for registering for a username and password today?	Yes	D		Single	N	Skip Logic Group	Instructions
			Partially	CC, D
			No	CC, D
SAC7238	CC	Please explain what you did not understand about the instructions.			Text area, no char limit			Skip Logic Group	OE_Instructions
SAC7239	D	Did you see any information describing the website's security policies or features?	Yes	DD	Radio button, one-up vertical	Single	N	Skip Logic Group	Security
			No	DD
SAC7240	DD	Do you have any concerns about the security of transactions on this website?	Yes	DDD,E, F		Single	N	Skip Logic Group	Security Concerns
			No	E,F
SAC7241	DDD	Please describe your concerns with the security of this site.			Text area, no char limit		N		OE_Security Concerns
SAC7242	E	What would you like us to improve, if anything, about this site's registration process?			Text area, no char limit		N	Skip Logic Group	OE_Reg Improvement
	F	What was your primary reason for visiting today?	To obtain my Social Security Statement		Checkbox	Multi	Y	Skip Logic Group	Primary Reason_Yes
			To check my earnings record
			To view my estimated benefits
			Other reason for visiting today:	FF
	FF	Please tell us what your primary reason was for visiting today:					N	Skip Logic Group	OE_Primary Reason Yes
SAC7243	X	What was your primary reason for visiting today?	To obtain my Social Security Statement		Checkbox	Multi	Y	Skip Logic Group	Primary Reason_No
			To check my earnings record
			To view my estimated benefits
			Other reason for visiting today:	AA
SAC7244	AA	Please tell us what your primary reason was for visiting today:					N	Skip Logic Group	OE_Primary Reason No
SAC7245		Were you able to accomplish what you wanted to on the site today?	Yes		Radio button, one-up vertical	Single	Y	Skip Logic Group	Task Accomplishment
			No	Y
SAC7246	Y	Since you were not able to accomplish what you wanted to do today, what do you plan to do next? (Please select all that apply)	Return and try again		Checkbox	Multi	Y	Skip Logic Group	Do Next
			Visit a local Social Security office
			Call a local Social Security office
			Call Social Security's 800 number
			Submit an e-mail to Social Security
			Write a letter to Social Security
			Take no action
			Other, please specify	YY
SAC7247	YY	Please tell us what other action you plan to take next.			Text area, no char limit		N		OE_Do Next
SAC7248		Was there any information on the site that was unclear to you?	No, all the information was clear		Checkbox	Multi	N	Skip Logic Group	Clarity of Info
			The language used
			How to print a statement
			Instructions for registering for a username and password
			Instructions for resetting a password and/or recalling a username
			Other, please specify	Z
SAC7249	Z	Please specify what information was unclear to you today.			Text area, no char limit		N	Skip Logic Group	OE_Clarity
SAC7250		What did you like most about your experience today?			Text area, no char limit		N		OE_Like
SAC7251		What did you like least about your experience today?			Text area, no char limit		N		OE_Dislike
SAC7252		Please specify what additional information or services you would like to have available on this site.			Text area, no char limit		N		OE_Add Info/Service
SAC7253		Please select the category that includes your age.	18-24		Drop down, select one	Single	N		Age
			25-34
			35-44
			45-54
			55-64
			65-74
			75 or older
			Prefer not to answer

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Sheet 7: CQs (3-13-12)

SSA Electronic Access			red & strike-through: DELETE
			underlined & italicized: RE-ORDER
MID:	Z5w0N58sJ5AkRkYUg4pVFg==		pink: ADDITION
Date:	2/8/2012		blue + -->: REWORDING
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
SAC7233		How often do you access your online statement?	This is my first time		Dropdown (Select-one)	Single	Y		Visit Frequency
			Daily
			Two to three times per week
			About once a month
			Every few months
			Every 6 months or less often
SAC7234		Did you register for a username and password today?	Yes	A			Y		Password Registration
			No	X
SAC7235	A	Please tell us how long it took you to complete your registration:	Less than 10 minutes	B	Radio button, one-up vertical	Single	Y	Skip Logic Group	Registration SAT
			11 minutes - 15 minutes	B
			16 minutes - 30 minutes	B
			31 minutes - 1 hour	B
			Greater than 1 hour	B
SAC7236	B	Did you register for Extra Security today?	Yes	C			Y	Skip Logic Group	ExtraSecurityReg
			No	C
			I don't know	C
SAC7237	C	Did you understand all the instructions for registering for a username and password today?	Yes	D		Single	N	Skip Logic Group	Instructions
			Partially	CC, D
			No	CC, D
SAC7238	CC	Please explain what you did not understand about the instructions.			Text area, no char limit			Skip Logic Group	OE_Instructions
SAC7239	D	Did you see any information describing the website's security policies or features?	Yes	DD	Radio button, one-up vertical	Single	N	Skip Logic Group	Security
			No	DD
SAC7240	DD	Do you have any concerns about the security of transactions on this website?	Yes	DDD		Single	N	Skip Logic Group	Security Concerns
			No	E
SAC7241	DDD	Please describe your concerns with the security of this site.			Text area, no char limit		N		OE_Security Concerns
SAC7242	E	What would you like us to improve, if anything, about this site's registration process?			Text area, no char limit		N	Skip Logic Group	OE_Reg Improvement
SAC7243	X	What was your primary reason for visiting today?	To obtain my Social Security Statement		Checkbox	Multi	Y	Skip Logic Group	Primary Reason
			To check my earnings record
			To view my estimated benefits
			Other reason for visiting today:	AA
SAC7244	AA	Please tell us what your primary reason was for visiting today:					N	Skip Logic Group	OE_Primary Reason
SAC7245		Were you able to accomplish what you wanted to on the site today?	Yes		Radio button, one-up vertical	Single	Y	Skip Logic Group	Task Accomplishment
			No	Y
SAC7246	Y	Since you were not able to accomplish what you wanted to do today, what do you plan to do next? (Please select all that apply)	Return and try again		Checkbox	Multi	Y	Skip Logic Group	Do Next
			Visit a local Social Security office
			Call a local Social Security office
			Call Social Security's 800 number
			Submit an e-mail to Social Security
			Write a letter to Social Security
			Take no action
			Other, please specify	YY
SAC7247	YY	Please tell us what other action you plan to take next.			Text area, no char limit		N		OE_Do Next
SAC7248		Was there any information on the site that was unclear to you?	No, all the information was clear		Checkbox	Multi	N	OPS	Clarity of Info
			The language used					Skip Logic Group
			How to print a statement
			Instructions for registering for a username and password
			Instructions for resetting a password and/or recalling a username
			Other, please specify	Z
SAC7249	Z	Please specify what information was unclear to you today.			<100 text field Text area, no char limit		N	OPS Skip Logic Group	OE_Clarity
SAC7250		What did you like most about your experience today?			Text area, no char limit		N		OE_Like
SAC7251		What did you like least about your experience today?			Text area, no char limit		N		OE_Dislike
SAC7252		Please specify what additional information or services you would like to have available on this site.			Text area, no char limit		N		OE_Add Info/Service
SAC7253		Please select the category that includes your age.	18-24		Drop down, select one	Single	N		Age
			25-34
			35-44
			45-54
			55-64
			65-74
			75 or older
			Prefer not to answer