624 2013 624 Retirement Services Survey

---

Overview

Welcome and Thank You Text
Current Model Qsts 4.30.13
Current Custom Questions

---

Sheet 1: Welcome and Thank You Text

Model Instance Name:
OPM Retirement Services
MID:	Existing Measure - Please fill in; New Measure - DOT will fill in
Date:	4/8/2013
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 and Thank you text shown in the boxes below.
					Examples
					Welcome Text Example
	Welcome Text
	Thank you for visiting our site. You are invited to take part in a brief survey to let us know what we're doing well and where we can improve. Please click on the link below and take a few minutes to share your opinions, which are essential in helping us provide the best online experience possible.
					Thank You Text Example
	DEFAULT Thank You Text
	Thank you for taking our survey - and for helping us serve you better. We appreciate your input!
	ALTERNATE WEB 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.

---

Sheet 2: Current Model Qsts 4.30.13

Model Instance Name:
OPM Retirement Services
MID:	Existing Measure - Please fill in; New Measure - DOT will fill in
Partitioned (Y/N)?	Yes
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:	4/30/2013
OPM Retirement Services
Model questions utilize the ACSI methodology to determine scores and impacts
	ELEMENTS (drivers of satisfaction)		CUSTOMER SATISFACTION		FUTURE BEHAVIORS
	Functionality (1=Poor, 10=Excellent, Don't Know)		Satisfaction		Return (1=Very Unlikely, 10=Very Likely)
1	Please rate the usefulness of the website tools provided on this site.	16	What is your overall satisfaction with this site? (1=Very Dissatisfied, 10=Very Satisfied)	19	How likely are you to return to this site?
2	Please rate the convenient placement of the website tools on this site.	17	How well does this site meet your expectations? (1=Falls Short, 10=Exceeds)		Recommend (1=Very Unlikely, 10=Very Likely)
3	Please rate the variety of website tools on this site.	18	How does this site compare to your idea of an ideal website? (1=Not Very Close, 10=Very Close)	20	How likely are you to recommend this site to someone else?
	Navigation (1=Poor, 10=Excellent, Don't Know)			21	Increase Usage (1=Very Unlikely, 10=Very Likely)
4	Please rate how well the site is organized.				How likely are you to increase your online interaction with OPM Retirement Services in the next year?
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.
	Look and Feel (1=Poor, 10=Excellent, Don't Know)
7	Please rate the visual appeal of this site.
8	Please rate the balance of graphics and text on this site.
9	Please rate the readability of the pages on this site.
	Tasks/ Transactions (1=Poor, 10=Excellent, Don't Know)
10	Please rate the simplicity of the process for completing task(s) on this site.
11	Please rate the clarity of instructions for completing task(s) on this site.
12	Please rate the verification of task completion on this site.
	Site Performance (1=Poor, 10=Excellent, Don't Know)
13	Please rate how quickly pages load on this site.
14	Please rate the consistency of speed from page to page on this site.
15	Please rate the ability to load pages without getting error messages on this site.

---

Sheet 3: Current Custom Questions

#REF!

red & strike-through: DELETE

OPM Retirement Services

underlined & italicized: RE-ORDER

MID: Existing Measure - Please fill in; New Measure - DOT will fill in

pink: ADDITION

Date:

4/30/2013

blue + -->: REWORDING

OPM Retirement Services 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

How often do you visit this site?

This is my first visit

Radio button, one-up vertical

single

Y

Visit Frequency

Weekly

Monthly

Every few months or less often

Annually

Which role best describes your visit to the site today?

Retiree

Radio button, one-up vertical

single

Y

OPS Group*

Role

Survivor Annuitant

What is your primary reason for visiting the site today?

View annuity statement

Radio button, one-up vertical

single

Y

Skip Logic Group*

Primary Reason

View case status while in interim pay

Start/stop allotments (personal or organizational)

Change Federal/State Income Tax withholding options

View/Print/Request duplicate Form 1099-R

Sign up or make changes to Direct Deposit

Change mailing address

Change email address

Change password

Other, please specify:

B

B

Please specify your other primary reason for visiting the site today:

Text area, no char limit

N

OPS Group*

OE_Primary Reason

Were you able to accomplish the primary reason for your visit today?

Yes

Radio button, one-up vertical

single

Y

Skip Logic Group*

Accomplish

No

F

I wasn't looking for anything in particular / I'm just browsing

F

Please tell us more about what you had trouble doing or finding today.

Text area, no char limit

N

Skip Logic Group*

OE_Not Accomplish

What type of internet connection do you have?

Broadband / high speed (cable, satellite, DSL)

Radio button, one-up vertical

single

Y

OPS Group*

Internet Type

Analogue (dial-up, modem)

Mobile broadband

Other, please specify:

G

Don't know

G

Please Specify:

Text field, <100 char

N

OPS Group*

OE_Internet Type

Have you ever accessed OPM Retirement Services using a mobile phone or tablet?

Yes

Radio button, one-up vertical

single

Y

Skip Logic Group*

Mobile Access

No

H

H

Would you be interested in accessing OPM Retirement Services with a mobile phone or tablet?

Yes

Radio button, one-up vertical

single

Y

Skip Logic Group*

Mobile Interest

No

Don't know

Please tell us additional comments you would like to provide.

Text area, no char limit

N

OE_Additional Info