623 2013 623 PBGC Customer Sat v2Qnaire

American Customer Satisfaction Index (ACSI) E-Government Website Customer Satisfaction Surveys

2013 623 PBGC-Customer Sat_v2Qnaire 4-19-13.xlsx

622 CMS NGS JK MAC Initial Survey - 624 Retirement Services Survey

OMB: 1090-0008

Document [xlsx]
Download: xlsx | pdf

Overview

Welcome and Thank You Text
Current Model Qsts
Current Custom Qsts


Sheet 1: Welcome and Thank You Text

Model Instance Name:








PBGC - Customer Satisfaction v2







MID: lUx1IFIhgp5YEpxx5JlVIw==






Date: 4/19/2013








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









The U.S. Pension Benefit Guaranty Corporation has three overarching goals to:

• Preserve plans and protect pensioners,
• Pay pension benefits on time and accurately, and
• Maintain high standards of stewardship and accountability.

We want your feedback to help us determine how we are meeting our goals as an agency.



























































































Thank You Text Example


















Thank You Text












Thank you for taking our survey - and for helping us serve you better.

Pursuant to 29 U.S.C. § 1302(b)(4), PBGC is authorized to collect the following personally identifiable information: name, telephone, number, and email address. PBGC is collecting this information for the sole purpose of contacting you to follow up on your responses to the survey questions, as you are requesting. This information will be used by PBGC personnel. Furnishing this information is voluntary and will not impact other business you may have with PBGC. The data will be maintained on our secure server.











































































































































































































Sheet 2: Current Model Qsts

Model Instance Name:







PBGC - Customer Satisfaction V2







MID:






Partitioned (Y/N)? NO









Date:
4/19/2013




\
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


Agency Information (1=Poor, 10=Excellent, Don't Know)

Satisfaction

Goal Accomplishment Index (1=Strongly Disagree, 10=Strongly Agree)
1 Agency Information - Thoroughness Thinking about the agency as a whole, please rate your perception of the thoroughness of the information that the PBGC provides. 6 Satisfaction - Overall What is your overall satisfaction with the PBGC agency?
(1=Very Dissatisfied, 10=Very Satisfied)
9 Goal Accomplishment - Mission Please indicate how much you agree or disagree with the following statements.

The PBGC carries out its mission to protect pensions.
2 Agency Information - Understandable Please rate how understandable you find the information that the PBGC provides. 7 Satisfaction - Expectations How well does the PBGC meet your expectations?
(1=Falls Short, 10=Exceeds)
10 Goal Accomplishment - Responsibility The PBGC shows that it takes responsibility for preserving pension plans.
3 Agency Information - Answers Please rate how well the agency's information provides answers to your questions. 8 Satisfaction - Ideal How does the PBGC compare to your idea of an ideal federal agency?
(1=Not Very Close, 10=Very Close)
11 Goal Accomplishment - Preserve The PBGC efficiently preserves pension plans.


Agency Services (1=Poor, 10=Excellent, Don't Know)


12 Goal Accomplishment - Protect The PBGC protects pensioners effectively.
4 Agency Services - Provision Thinking about the agency's services as a whole, please rate the extent to which the PBGC provides needed services.




Trust (1=Strongly Disagree, 10=Strongly Agree)
5 Agency Services - Range Please rate your perception of the range of services offered by the PBGC.


13 Trust - Best Interests I can count on this agency to act in my best interests.






14 Trust - Trustworthy I consider this agency to be trustworthy.






15 Trust - Do Right This agency can be trusted to do what is right.








Future Participation (1=Very Unlikely, 10=Very Likely)





16 Future Participation How likely are you to express your thoughts or ideas to this agency in the next 90 days?





Brand Confidence (1=Not At All Confident, 10=Very Confident)



17 Brand Confidence How confident are you that your future interactions with the PBGC will meet your needs?






























































































































































































Sheet 3: Current Custom Qsts

Model Instance Name:

red & strike-through: DELETE






PBGC - Customer Satisfaction V2

underlined & italicized: RE-ORDER






MID: lUx1IFIhgp5YEpxx5JlVIw==
pink: ADDITION






Date: 9/21/2012 blue + -->: REWORDING

















PBGC - Customer Satisfaction V2 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
MMW1759
Which best describes you? Worker
Radio button, one-up vertical S Y Skip Logic Group Best Describes



Retiree









Disabled Worker or Retiree









Widow(er) or spouse or beneficiary









Other family member, friend, or power of attorney









Practitioner or pension professional









Media or press representative









Congressional or regulatory researcher









Trade association or business organization









Job seeker









Student









Other (please specify) A





MMW1760 A Other - best describes you:

Text area, no char limit S N
Other Best Describes
MMW1761
What is your primary interest in PBGC? To learn if my pension plan is insured or covered by the PBGC
Radio button, one-up vertical S Y Skip Logic Group Primary Interest



To learn what to expect if PBGC takes over my pension plan









To better understand the extent to which my benefits (pension, health care, etc.) are insured









To find out if I am entitled to a benefit (unclaimed pension, not listed in a plan, etc.)









To learn more about the Annual Funding Notice I received









To check or update my personal information









To get an estimate of my benefit









To file a premium









To submit a standard termination









To submit a distress termination









To submit a reportable event









To obtain interest rates









To look for a job









To learn more about PBGC's mission to protect pensions









Other (please specify) A





ACQinh0016664 A Please specify your primary interest in PBGC.

Text area, no char limit S N Skip Logic Group OE_Primary Interest
MMW1762
As an agency, what could PBGC do differently to better meet your needs?

Text area, no char limit S N
Better Meet Needs
ACQinh0014010
Would you like PBGC to contact you regarding your response? Yes A Radio button, one-up vertical S Y Skip Logic Group Contact



No






ACQinh0014011 A Please provide the following information, and a PBGC representative will contact you.

Name: (First/Last Name)


Text field, <100 char S N
Name
ACQinh0014012 A Email: (e.g. [email protected])

Text field, <100 char S N
Email
ACQinh0014013 A Telephone: (e.g. 555-555-5555)

Text field, <100 char S N
Telephone
ACQinh0014014 A Best weekday to be reached: Monday
Drop down, select one S N
Best Day to Reach



Tuesday









Wednesday









Thursday









Friday






ACQinh0014015 A Best time to be reached: 9 - 10 AM (EST)
Drop down, select one S N
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)






ACQinh0014016 A What type of assistance do you need from PBGC?

Text area, no char limit S Y
Assistance requested

















































































































































































































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