588 PBGC-PBGC.gov v4 10-4-12

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Overview

Current Model Qsts
Current Custom Qsts
Custom Qsts (10-9-12)

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Sheet 1: Current Model Qsts

Model Instance Name:
PBGC.gov v4
MID:	R4sAgMYZ0wBt9Bc1FAF1tA==
Partitioned: No
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:		9/18/2012
PBGC.gov v4
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
		Content (1=Poor, 10=Excellent, Don't Know)			Satisfaction			Prefer Web Channel (1=Very Unlikely, 10=Very Likely)
1	Content - Accuracy	Please rate the thoroughness of information on this site.	13	Satisfaction - Overall	What is your overall satisfaction with this site? (1=Very Dissatisfied, 10=Very Satisfied)	16	Prefer Web Channel	How likely are you to use this site rather than calling or writing?
2	Content - Quality	Please rate the quality of information on this site.	14	Satisfaction - Expectations	How well does this site meet your expectations? (1=Falls Short, 10=Exceeds)			Recommend (1=Very Unlikely, 10=Very Likely)
3	Content - Freshness	Please rate your perception of the freshness of content on this site.	15	Satisfaction - Ideal	How does this site compare to your idea of an ideal website? (1=Not Very Close, 10=Very Close)	17	Recommend	How likely are you to recommend this site to someone else?
		Navigation (1=Poor, 10=Excellent, Don't Know)
4	Navigation - Organized	Please rate how well the site is organized.
5	Navigation - Options	Please rate the options available for navigating this site (for example, menus, links, site map).
6	Navigation - Layout	Please rate how well the site layout helps you find what you are looking for.
		Search (1=Poor, 10=Excellent, Don't Know)
7	Search - Results Relevance	Please rate the relevance of search results on this site.
8	Search - Results Organization	Please rate the organization of search results on this site.
9	Search - Results Help	Please rate how well the headings and descriptions in the search results help you decide what to select.
		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 the site on its use of short, clear sentences.

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Sheet 2: Current Custom Qsts

Model Instance Name:			red & strike-through: DELETE
PBGC.gov v4			underlined & italicized: RE-ORDER
MID:	R4sAgMYZ0wBt9Bc1FAF1tA==		pink: ADDITION
			blue + -->: REWORDING
Date:	9/18/2012
PBGC.gov v4
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
LNH0799		Is this your first visit to PBGC.gov?	Yes		Radio button, one-up vertical	S	Y		Visit Frequency
			No
			Not sure
LNH0800		Using a scale of 1 to 10, where 1 is "poor" and 10 is "excellent," please rate the visual appeal of this site.	1=Poor		Radio button, scale, no don't know	S	Y		Visual Appeal
			2
			3
			4
			5
			6
			7
			8
			9
			10=Excellent
LNH0801		Which best describes you?	Worker or retiree		Radio button, one-up vertical	S	Y	Skip Logic Group*	Role
			Widow(er) or spouse or beneficiary
			United Airlines worker or retiree
			Disabled worker or retiree
			Researcher or student
			Practitioner or pension professional
			Media or press representative
			Trade association or business organization
			Other (please specify)	A
LNH0802	A	Other - best describes you:			Text field, <100 char		N	Skip Logic Group*	OE_Role
LNH0803		Why did you visit PBGC's website today?	To find out if I am entitled to a benefit or unclaimed pension		Radio button, one-up vertical	S	Y	Skip Logic Group*	Primary Purpose
			To learn if my pension plan is insured or covered by the PBGC
			To learn what to expect if PBGC takes over my pension plan
			To access my pension benefit account (MyPBA) to update my account information, obtain forms, etc.
			To better understand the extent to which my benefits (pension, health care, etc.) are insured
			To learn more about PBGC's mission to protect pensions
			To read about recent PBGC news
			To access a plan administrator account (My PAA)
			To understand the Annual Funding Notice I received from my employer
			To get an estimate of my benefit
			Other (please specify)	A
LNH0804	A	Other - best describes you:			Text area, no char limit		N	Skip Logic Group*	OE_Primary Purpose
LNH0805		Did you find what you were looking for on PBGC.gov today?	Yes	A	Radio button, one-up vertical	S	Y	Skip Logic Group*	Find What Looking For
			No	A
LNH0806	A	How could PBGC.gov better meet your needs?			Text area, no char limit		N	Skip Logic Group*	OE_Better Meet Needs
LNH0807		Would you like PBGC to contact you regarding your response?	Yes	A	Radio button, one-up vertical	S	Y	Skip Logic Group*	Contact
			No
LNH0808	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
LNH0809	A	Email: (e.g. [email protected])			Text field, <100 char	S	N	Skip Logic Group*	Email
LNH0810	A	Telephone: (e.g. 555-555-5555)			Text field, <100 char	S	N	Skip Logic Group*	Telephone
LNH0811	A	Best weekday to be reached:	Monday		Drop down, select one	S	N	Skip Logic Group*	Best Day to Reach
			Tuesday
			Wednesday
			Thursday
			Friday
LNH0812	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)
LNH0813	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: Custom Qsts (10-9-12)

Model Instance Name:			red & strike-through: DELETE
PBGC.gov v4			underlined & italicized: RE-ORDER
MID:	R4sAgMYZ0wBt9Bc1FAF1tA==		pink: ADDITION
			blue + -->: REWORDING
Date:	9/18/2012
PBGC.gov v4
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
LNH0799		Is this your first visit to PBGC.gov?	Yes		Radio button, one-up vertical	S	Y		Visit Frequency
			No
			Not sure
LNH0800		Using a scale of 1 to 10, where 1 is "poor" and 10 is "excellent," please rate the visual appeal of this site.	1=Poor		Radio button, scale, no don't know	S	Y		Visual Appeal
			2
			3
			4
			5
			6
			7
			8
			9
			10=Excellent
LNH0801		Which best describes you?	Worker or retiree		Radio button, one-up vertical	S	Y	Skip Logic Group*	Role
			Widow(er) or spouse or beneficiary
			United Airlines worker or retiree
			Disabled worker or retiree
			Researcher or student
			Practitioner or pension professional
			Media or press representative
			Trade association or business organization
			Other (please specify)	A
LNH0802	A	Other - best describes you:			Text field, <100 char		N	Skip Logic Group*	OE_Role
LNH0803		Why did you visit PBGC's website today?	To find out if I am entitled to a benefit or unclaimed pension		Radio button, one-up vertical	S	Y	Skip Logic Group*	Primary Purpose
			To learn if my pension plan is insured or covered by the PBGC
			To learn what to expect if PBGC takes over my pension plan
			To access my pension benefit account (MyPBA) to update my account information, obtain forms, etc.
			To better understand the extent to which my benefits (pension, health care, etc.) are insured
			To learn more about PBGC's mission to protect pensions
			To read about recent PBGC news
			To access a plan administrator account (My PAA)
			To understand the Annual Funding Notice I received from my employer
			To get an estimate of my benefit
			Other (please specify)	A
LNH0804	A	Other - best describes you:			Text area, no char limit		N	Skip Logic Group*	OE_Primary Purpose
LNH0805		Did you find what you were looking for on PBGC.gov today?	Yes	A	Radio button, one-up vertical	S	Y	Skip Logic Group*	Find What Looking For
			No	A
LNH0806	A	How could PBGC.gov better meet your needs?			Text area, no char limit		N	Skip Logic Group*	OE_Better Meet Needs
LNH0807		Would you like PBGC to contact you regarding your response?	Yes	A	Radio button, one-up vertical	S	Y	Skip Logic Group*	Contact
			No
LNH0808	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
LNH0809	A	Email: (e.g. [email protected])			Text field, <100 char	S	N	Skip Logic Group*	Email
LNH0810	A	Telephone: (e.g. 555-555-5555)			Text field, <100 char	S	N	Skip Logic Group*	Telephone
LNH0811	A	Best weekday to be reached:	Monday		Drop down, select one	S	N	Skip Logic Group*	Best Day to Reach
			Tuesday
			Wednesday
			Thursday
			Friday
LNH0812	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)
LNH0813	A	Type of assistance requested from PBGC:			Text area, no char limit	S	N	Skip Logic Group*	Assistance requested