578 MyPBA v2 Qnaire 9-21-12

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Overview

Current Model Qsts
Current Custom Qsts
Element Rotations

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Sheet 1: Current Model Qsts

Model Instance Name:
MyPBA.gov v2
MID:		Existing Measure - Please fill in; New Measure - DOT will fill in
Partitioned: No					Element rotation scheme has been added
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:		9/21/2012
MyPBA.gov v2
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
		Functionality (1=Poor, 10=Excellent, Don't Know)			Satisfaction			Future Transactions (1=Very Unlikely, 10=Very Likely)
1	Functionality - Usefulness	Please rate the usefulness of the features provided on this site.	16	Satisfaction - Overall	What is your overall satisfaction with this site? (1=Very Dissatisfied, 10=Very Satisfied)	19	Conduct Future Transactions	How likely are you to conduct future transactions on this site?
2	Functionality - Convenient	Please rate the convenient placement of the features on this site.	17	Satisfaction - Expectations	How well does this site meet your expectations? (1=Falls Short, 10=Exceeds)			Prefer Web Channel (1=Very Unlikely, 10=Very Likely)
3	Functionality - Variety	Please rate the variety of features on this site.	18	Satisfaction - Ideal	How does this site compare to your idea of an ideal website? (1=Not Very Close, 10=Very Close)	20	Use Web Channel Over Others	How likely are you to use MyPBA rather than calling PBGC.
		Look and Feel (1=Poor, 10=Excellent, Don't Know)
4	Look and Feel - Appeal	Please rate the visual appeal of this site.
5	Look and Feel - Balance	Please rate the balance of graphics and text on this site.
6	Look and Feel - Readability	Please rate the readability of the pages on this site.
		Navigation (1=Poor, 10=Excellent, Don't Know)
7	Navigation - Organized	Please rate how well the site is organized.
8	Navigation - Options	Please rate the options available for navigating this site (for example, links).
9	Navigation - Layout	Please rate how well the site layout helps you find what you are looking for.
		Plain Language (1=Poor, 10=Excellent, Don't Know)
10	Plain Language - Clear	Please rate the clarity of the wording on this site.
11	Plain Language - Understandable	Please rate how well you understand the wording on this site.
12	Plain Language - Concise	Please rate this site on its use of short, clear sentences.
		Tasks/ Transactions (1=Poor, 10=Excellent, Don't Know)
13	Tasks/Transactions - Simplicity	Please rate the simplicity of the process for completing task(s) on this site.
14	Tasks/Transactions - Instructions	Please rate the clarity of instructions for completing task(s) on this site.
15	Tasks/Transactions - Verification	Please rate the verification of task completion on this site.

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Sheet 2: Current Custom Qsts

Model Instance Name:				red & strike-through: DELETE
MyPBA.gov v2				underlined & italicized: RE-ORDER
MID: Existing Measure - Please fill in; New Measure - DOT will fill in				pink: ADDITION
Date:	9/20/2012			blue + -->: REWORDING
MyPBA.gov v2
QID	Skip Logic Label	Question Text	AnswerIDs (DOT)	Answer Choices (limited to 50 characters)	Skip to	Type (select from list)	Single or Multi	Required Y/N	Special Instructions	CQ Label
		How frequently do you access your My PBA account?		Daily		Drop down, select one	S	Y		Visit Frequency
				Weekly
				Monthly
				Twice per year
				This is my first time
		Did you set up a MyPBA account in the last three months?		Yes	A,B	Radio button, one-up vertical	S	Y	Skip Logic Group*	Create Account
				No
	A	Please rate the number of steps required to set up an account on MyPBA.		1=Poor		Radio button, scale, no don't know	S	Y	Skip Logic Group*	Rate # steps
				2
				3
				4
				5
				6
				7
				8
				9
				10=Excellent
	B	Please rate the verification of account set-up on MyPBA.		1=Poor		Radio button, scale, no don't know	S	Y	Skip Logic Group*	Rate_Verification
				2
				3
				4
				5
				6
				7
				8
				9
				10=Excellent
		Please rate the ease of choosing/modifying your password on MyPBA.		1=Poor		Radio button, scale, has don't know	S	Y	Skip Logic Group*	Rate_modify PW
				2
				3
				4
				5
				6
				7
				8
				9
				10=Excellent
				Didn't update password
		Which best describes you?		Retiree		Radio button, one-up vertical	S	Y	Skip Logic Group*	Role
				Eligible for benefit payments at a future date
				Surviving spouse
				Power of attorney
				Family member
				Other (please specify)	A
	A	Other - best describes you				Text area, no char limit			Skip Logic Group*	OE_Role
		What was your purpose in visiting MyPBA today?		Create an account		Radio button, one-up vertical	S	Y	Skip Logic Group*	Purpose
				Update account information
				Verify direct deposit of payment
				Enroll in direct deposit
				Review or check account
				Request benefit estimates
				View an application for benefits
				Other (please specify)	A
	A	Other - purpose in visiting MyPBA today				Text area, no char limit		N	Skip Logic Group*	OE_Purpose
		Did you accomplish your goal?		Yes		Radio button, one-up vertical	S	Y		Did You Accomplish
				No	A
				In part	A
	A	What problem(s) did you experience? (Select all that apply.)		System outage or technical difficulty	B	Checkbox, one-up vertical	S	Y	Skip Logic Group*	Problems Experienced
				Forgotten ID or password	B
				Could not get online estimate	B
				Did not understand instructions	B
				Other (please specify)	A1
				I did not experience a problem					Mutually Exclusive
	A1	Please specify the problem(s) you experienced today.				Text area, no char limit		N	Skip Logic Group*	OE_desc problems
	B	Did you use the Help link to resolve your problem?		Yes	C	Radio button, one-up vertical	S	Y	Skip Logic Group*	Use Help Link
				No
	C	Please rate the usefulness of the content provided in the Help link.		1=Poor		Radio button, scale, no don't know	S	Y	Skip Logic Group*	Rate_Usefulness of Help
				2
				3
				4
				5
				6
				7
				8
				9
				10=Excellent
	C	Please rate the clarity of the content provided in the help link.		1=Poor		Radio button, scale, no don't know	S	Y	Skip Logic Group*	Rate_Clarity of Help
				2
				3
				4
				5
				6
				7
				8
				9
				10=Excellent
		How can MyPBA better meet your needs?				Text area, no char limit		N		Better Meet Needs
		Would you like PBGC to contact you regarding your response?		Yes	A	Radio button, one-up vertical	S	Y	Skip Logic Group*	Contact
				No
	A	Please provide the following information, and a PBGC representative will contact you. Name: (First/Last Name)				Text field, <100 char	S	N	Skip Logic Group*	Name
	A	Email: (e.g. [email protected])				Text field, <100 char	S	N	Skip Logic Group*	Email
	A	Telephone: (e.g. 555-555-5555)				Text field, <100 char	S	N	Skip Logic Group*	Telephone
	A	Best weekday to be reached:		Monday		Drop down, select one		N	Skip Logic Group*	Best Day to Reach
				Tuesday			S
				Wednesday
				Thursday
				Friday
	A	Best time to be reached:		9 - 10 AM (EST)		Drop down, select one	S	N	Skip Logic Group*	Best hour to Reach
				10 - 11 AM (EST)
				11 - 12 PM (EST)
				12 - 1 PM (EST)
				1 - 2 PM (EST)
				2 - 3 PM (EST)
				3 - 4 PM (EST)
				4 - 5 PM (EST)
				5 - 6 PM (EST)
	A	Type of assistance requested from PBGC:				Text area, no char limit	S	N	Skip Logic Group*	Assistance requested

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Sheet 3: Element Rotations

Base Element Order	Version 2	Version 3	Version 4	Version 5
Functionality	Tasks and Transactions	Plain Language	Look and Feel	Navigation
Look and Feel	Plain Language	Functionality	Tasks and Transactions	Plain Language
Navigation	Navigation	Tasks and Transactions	Navigation	Functionality
Plain Language	Look and Feel	Look and Feel	Functionality	Tasks and Transactions
Tasks and Transactions	Functionality	Navigation	Plain Language	Look and Feel