662 2013 662 BSO v2

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

2013 662 BSO v2.xlsx

2013 659 FDA Mobile - 2013 686 VA Medical Centers

OMB: 1090-0008

Document [xlsx]
Download: xlsx | pdf

Overview

Proposed v3 Model Qsts
Current Custom Qsts v2
Current Custom Qsts
Element Rotations

Sheet 1: Proposed v3 Model Qsts
Model Instance Name:








SSA BSO v2








MID:
JsxgcQkkV0I5dxF8JE1lQg4C





Partitioned No



Element rotation scheme has been added


FPI Included(Y/N)?








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:
6/12/2013





SSA BSO v2
Model questions utilize the ACSI methodology to determine scores and impacts


ELEMENTS (drivers of satisfaction)

CUSTOMER SATISFACTION

FUTURE BEHAVIORS FPI

MQ Label

MQ Label

MQ Label
Y?


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

Satisfaction

Return (1=Very Unlikely, 10=Very Likely)
1 Content - Accuracy Please rate the accuracy of information in this application. 13 Satisfaction - Overall What is your overall satisfaction with this application?
(1=Very Dissatisfied, 10=Very Satisfied)		 16 Return How likely are you to return to this application?
2 Content - Quality Please rate the quality of information in this application. 14 Satisfaction - Expectations How well does this application meet your expectations?
(1=Falls Short, 10=Exceeds)

Recommend (1=Very Unlikely, 10=Very Likely)
3 Content - Freshness Please rate the freshness of content in this application. 15 Satisfaction - Ideal How does this application compare to your idea of an ideal application?
(1=Not Very Close, 10=Very Close)		 17 Recommend How likely are you to recommend this application to someone else?


Look and Feel (1=Poor, 10=Excellent, Don't Know)






4 Look and Feel - Appeal Please rate the visual appeal of this application.






5 Look and Feel - Balance Please rate the balance of graphics and text in this application.






6 Look and Feel - Readability Please rate the readability of the pages in this application.








Site Performance (1=Poor, 10=Excellent, Don't Know)






7 Site Performance - Loading Please rate how quickly pages load in this application.






8 Site Performance - Consistency Please rate the consistency of speed from page to page in this application.



9 Site Performance - Errors Please rate the ability to load pages without getting error messages in this application.




Plain Language (1=Poor, 10=Excellent, Don't Know)


10 Plain Language - Clear Please rate the clarity of the wording in this appliocation.


11 Plain Language - Understandable Please rate how well you understand the wording in this application.






12 Plain Language - Concise Please rate this application on its use of short, clear sentences.



























































































































































































Sheet 2: Current Custom Qsts v2
Model Instance Name:

red & strike-through: DELETE











SSA BSO v2

underlined & italicized: RE-ORDER











MID: JsxgcQkkV0I5dxF8JE1lQg4C
pink: ADDITION











Date: 1/13/2011 blue + -->: REWORDING














violet (bold): SKIP-LOGIC











SSA BSO 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		 Group Types Labels





LNH5306
How did you hear about Business Services Online? SSA Speaker at a Conference
Radio Button One Up Vertical Single Y OPS Group How Did You Hear




Types



Direct Mail I Received from Social Security










Column1



Booth at an accounting/payroll conference










Open-ended



Webcast










Text Field – limited to 100 characters



SSA/IRS Reporter










Text Area – no character limit



CPA/Accountant










Dropdown (Select-one)



Other Direct Contact Initiated by Social Security










Radio Button One Up Vertical



Professional Association










Radio Button Two Up Vertical



IRS Forms, Instructions & Publications














Other (please specify) A









Radio Button Three Up Vertical
LNH5307 A Other_how did you hear

Text Field – limited to 100 characters Single N OPS Group OE - How Did You Hear





LNH5308
Which services of Business Services Online did you use today? (Choose all that apply) W-2 Online D Checkbox One Up Vertical Multi Y Skip Logic Group Services Used




Radio Button Scale Has Don’t Know



W-2c Online D









Radio Button Scale No Don’t Know



View Submission Status D









Checkbox One Up Vertical



View Employer Report Status D









Checkbox Two Up Vertical



View Errors D









Checkbox Three Up Vertical



View Notices D









Select-multiple Show Two



SSN Verification D









Select-multiple Show Three



Registration Services D









Select-multiple Show Four



Resubmission Services D













Consent-Based Services D













Appointed Representative Services D













Representative Payee Accounting Report A, B, C










LNH5309 A How satisfied overall were you with the payee accounting form online? 1=Very dissatisfied
Radio Button Scale No Don’t Know Single Y Skip Logic Group Payee Acct Form








2














3














4














5














6














7














8














9














10=Very satisfied











LNH5310 B How likely are you to return to the representative payee accounting form online for your next accounting report? 1=Not very likely
Radio Button Scale No Don’t Know Single Y Skip Logic Group Return to Payee Acct








2














3














4














5














6














7














8














9














10=Very likely











LNH5311 C What specific improvements would you like to see in Internet Representative Payee Accounting?

Text Field – limited to 100 characters Single N Skip Logic Group Improve Internet Rep Payee Acct





LNH5312 D What specific improvements would you like to see in Business Services Online?

Text Field – limited to 100 characters Single N Skip Logic Group Improve Business Services





LNH5313
How would you describe your role? (Select all that apply) Representative payee
Checkbox One Up Vertical Multi Y Skip Logic Group Primary Business








Appointed Representative Z













Accountant/CPA Z













Administrative Assistant Z













Accounts Payable/HR Z













Attorney Z













Bookkeeper Z













Business Manager Z













Business Owner Z













Church Officer Z













Clerical Staff Z













Corporate Officer Z













Finance Staff Z













Office Manager Z













Other (please specify) A, Z










LNH5314 A Other_describe

Text Area – no character limit Single N Skip Logic Group OE - Describe





LNH5315 Z Please describe the size of your business, based on your number of employees/workers, including yourself. Micro (10 or less)
Radio Button One Up Vertical Single Y Skip Logic Group Size of Business








Small (11-50)














Medium (51-250)














Large (more than 250)











LNH5316
Rate the ease with which you located the Business Services Online website? (1 = Very Difficult; 10 = Very Easy) 1 = Very Difficult
Radio Button Scale No Don’t Know Single Y
Ease to Locate








2














3














4














5














6














7














8














9














10 = Very Easy











LNH5317
How often do you use Business Services Online? Once per year
Radio Button One Up Vertical Single Y
Freq of Use








2-4 times per year














5-10 times per year














11 times or more per year











Sheet 3: Current Custom Qsts
Model Instance Name:

red & strike-through: DELETE










SSA BSO Content+Tasks

underlined & italicized: RE-ORDER










MID: YN1BFhwYEJcQZ49IAlM0QQ==
pink: ADDITION










Date: 1/13/2011 blue + -->: REWORDING













violet (bold): SKIP-LOGIC










SSA BSO Content+Tasks 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






6384
How did you hear about Business Services Online? SSA Speaker at a Conference
Radio Button One Up Vertical Single Y





Types



Direct Mail I Received from Social Security









Column1



Booth at an accounting/payroll conference









Open-ended



Webcast









Text Field – limited to 100 characters



SSA/IRS Reporter









Text Area – no character limit



CPA/Accountant









Dropdown (Select-one)



Other Direct Contact Initiated by Social Security









Radio Button One Up Vertical



Professional Association









Radio Button Two Up Vertical



IRS Forms, Instructions & Publications













Other (please specify)









Radio Button Three Up Vertical
SVD0013
Other_how did you hear

Text Field – limited to 100 characters Single N






6385
Which services of Business Services Online did you use today? (Choose all that apply) W-2 Online D Checkbox One Up Vertical Multi Y





Radio Button Scale Has Don’t Know
(6385G5)

W-2c Online D








Radio Button Scale No Don’t Know



View Submission Status D








Checkbox One Up Vertical



View Employer Report Status D








Checkbox Two Up Vertical



View Errors D








Checkbox Three Up Vertical



View Notices D








Select-multiple Show Two



SSN Verification D








Select-multiple Show Three



Registration Services D








Select-multiple Show Four



Resubmission Services D












Consent-Based Services D












Appointed Representative Services D












Representative Payee Accounting Report A, B, C









AKR3398 A How satisfied overall were you with the payee accounting form online? 1=Very dissatisfied
Radio Button Scale No Don’t Know Single Y









2













3













4













5













6













7













8













9













10=Very satisfied










AKR3399 B How likely are you to return to the representative payee accounting form online for your next accounting report? 1=Not very likely
Radio Button Scale No Don’t Know Single Y









2













3













4













5













6













7













8













9













10=Very likely










AKR3400 C What specific improvements would you like to see in Internet Representative Payee Accounting?

Text Field – limited to 100 characters Single N






AKR3401 D What specific improvements would you like to see in Business Services Online?

Text Field – limited to 100 characters Single N






6388
How would you describe your role? (Select all that apply) Representative payee
Checkbox One Up Vertical Multi Y









Appointed Representative Z












Accountant/CPA Z












Administrative Assistant Z












Accounts Payable/HR Z












Attorney Z












Bookkeeper Z












Business Manager Z












Business Owner Z












Church Officer Z












Clerical Staff Z












Corporate Officer Z












Finance Staff Z












Office Manager Z












Other (please specify) A, Z









SVD0018 A Other_describe

Text Area – no character limit Single N






SVD00130 Z Please describe the size of your business, based on your number of employees/workers, including yourself. Micro (10 or less)
Radio Button One Up Vertical Single Y









Small (11-50)













Medium (51-250)













Large (more than 250)










SVD0014
Rate the ease with which you located the Business Services Online website? (1 = Very Difficult; 10 = Very Easy) 1 = Very Difficult
Radio Button Scale No Don’t Know Single Y









2













3













4













5













6













7













8













9













10 = Very Easy










SVD0016
How often do you use Business Services Online? Once per year
Radio Button One Up Vertical Single Y









2-4 times per year













5-10 times per year













11 times or more per year










Sheet 4: Element Rotations
Base Element Order Version 2 Version 3 Version 4
Content Plain Language Site Performance Look and Feel
Look and Feel Site Performance Content Plain Language
Site Performance Look and Feel Plain Language Content
Plain Language Content Look and Feel Site Performance












Content Plain Language Site Performance Look and Feel
Look and Feel Site Performance Content Plain Language
Site Performance Look and Feel Plain Language Content
Plain Language Content Look and Feel Site Performance
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File Modified0000-00-00
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