683 2013 683 SSA FAQ v3

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Overview

Proposed v3 Model Qs
Custom Questions

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Sheet 1: Proposed v3 Model Qs

Model Instance Name:
SSA FAQ v3
MID:		Existing Measure - Please fill in; New Measure - DOT will fill in
Partitioned (Y/N)? Y
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 FAQ v3
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?
		Look and Feel (1=Poor, 10=Excellent, Don't Know)			Satisfaction		Contact SSA	Likelihood to Contact (1=Very Unlikely, 10=Very Likely)
	Look and Feel - Appeal	Please rate the visual appeal of the FAQs section.		Satisfaction - Overall	What is your overall satisfaction with the FAQs section? (1=Very Dissatisfied, 10=Very Satisfied)			How likely are you to contact SSA for answers to your questions?
	Look and Feel - Balance	Please rate the balance of graphics and text in the FAQs section.		Satisfaction - Expectations	How well does the FAQs section meet your expectations? (1=Falls Short, 10=Exceeds)		Return	Likelihood to Return (1=Very Unlikely, 10=Very Likely)
	Look and Feel - Readability	Please rate the readability of the pages in the FAQs section.		Satisfaction - Ideal	How does the FAQs section compare to your idea of an ideal FAQs section? (1=Not Very Close, 10=Very Close)			How likely are you to return to the FAQs section of the SSA website?
		Navigation (1=Poor, 10=Excellent, Don't Know)
	Navigation - Organized	Please rate how well the FAQs section is organized.					Primary Resource	Primary Resource (1=Very Unlikely, 10=Very Likely)
	Navigation - Options	Please rate the options available for navigating the FAQs section.						How likely are you to use the FAQs section as your primary resource for obtaining answers to your questions?
	Navigation - Layout	Please rate how well the FAQs section layout helps you find what you are looking for.					Recommend	Recommend (1=Very Unlikely, 10=Very Likely)
		SSA FAQ Information (1=Poor, 10=Excellent, Don't Know)						How likely are you to recommend the FAQs section to someone else?
	FAQ Information - Thoroughness	Please rate the thoroughness of information you viewed in the FAQs section today.
	FAQ Information - Quality	Please rate the quality of information in the FAQs you viewed today.
	FAQ Information - Provided Answers	Please rate how well the FAQs viewed today provided answers to your questions.
		Site Performance (1=Poor, 10=Excellent, Don't Know)
	Site Performance - Loading	Please rate how quickly pages load in the FAQs section.
	Site Performance - Consistency	Please rate the consistency of speed from page to page in the FAQs section.
	Site Performance - Errors	Please rate the ability to load pages without getting error messages in the FAQs section.
		FAQ Browsing (1=Poor, 10=Excellent, Don't Know)
	FAQ Browsing - Sort	Please rate the ability to sort FAQs by criteria that are important to you.
	FAQ Browsing - Narrow	Please rate the ability to narrow results to find the FAQs you are looking for.
	FAQ Browsing - Features	Please rate how well the features in the FAQs section help you find relevant FAQs.
		Plain Language (1=Poor, 10=Excellent, Don't Know)
	Plain Language - Clear	Please rate the clarity of the wording in the FAQs section.
	Plain Language - Understandable	Please rate how well you understand the wording in the FAQs section.
	Plain Language - Concise	Please rate the FAQs section on its use of short, clear sentences.

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Sheet 2: Custom Questions

Model Instance Name:			red & strike-through: DELETE
SSA FAQ v2			underlined & italicized: RE-ORDER
MID: IFxoFIs5REN1losJFoNtJQ==			pink: ADDITION
Date:	12/27/2011		blue + -->: REWORDING
			violet (bold): SKIP-LOGIC
SSA FAQ 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
MAC0669		Are you currently receiving Social Security Benefits?	Yes		Dropdown (Select-one)	Single	Y		Receiving SS Benefits
			No
			Not Sure
MAC0670		Which of the following topics were you were looking for within the FAQs? (check all that apply)	Address change		Checkbox One Up Vertical	Multi	Y	Skip Logic	Topic
			Annual Social Security Statement
			Direct deposit of monthly check
			Locate an Office
			Medicare Benefits
			Paying taxes on Social Security benefits
			Retirement Benefits
			Social Security Benefit Statement (Form SSA-1099)
			Social Security Card or Number
			Social Security Disability Benefits
			Supplemental Security Income (SSI) Payments
			Survivor Benefits
			Other, please specify	Z
MAC0671	Z	Please tell us what other information you were seeking.			Text Area – no character limit		N	Skip Logic	OE_Topic
MAC0672		Did we answer your question(s)?	Yes, my question (s) was answered completely	A	Dropdown (Select-one)	Single	Y	Skip Logic	Answer Questions
			Yes, my question (s) was answered partially	A, B
			No, my question (s) was not answered at all	B
MAC0673	A	Will the answer(s) you received using our FAQs help you accomplish your task with Social Security?	Yes		Dropdown (Select-one)	Single	Y	Skip Logic	Help Accomplish
			No
			Partially
MAC0674	B	What was your question? Please explain:			Text Area – no character limit		N	Skip Logic	OE_No Answer
MAC0675		Please tell us if you had any of the following concerns or problems while using the FAQs? (check all that apply)	Could not figure out the best way to find the answers I needed		Checkbox One Up Vertical	Multi	N	Skip Logic	Problems
			Too many answers to choose from
			Answer link(s) did not take me where I expected
			Found the answer link(s) difficult to understand
			Answers were too long
			Had difficulty understanding the information in the answer
			Experienced technical difficulties (e.g. broken links, error messages)
			Took me too long to search through the FAQs
			Other, please specify	A
			Experienced no problems			exclusive
MAC0676	A	Please tell us about your concerns or problems using the FAQs.			Text Area – no character limit		N	Skip Logic	OE_Problems
MAC0677		Did you use the FAQ search tool today?	Yes	A,C,D					Search
			No
			Not Sure
MAC0678	A	Which of the following, if any, did you experience while using the FAQ Search tool today? (check all that apply)	Results were not relevant to my search terms or needs		Checkbox One Up Vertical	Multi	Y	Skip Logic	Search Experience
			I was not sure what words to use in my search
			Search required too many refinements to get to what I wanted
			Returned too many results
			Returned not enough results
			Returned no results
			Returned results were too similar or redundant
			Other, please specify	B
			Experienced no problems			exclusive
MAC0679	B	Please tell us about your FAQ search experience.			Text Area – no character limit		N	Skip Logic	OE_Search
MAC0680	C	If your initial Search effort was unsuccessful, what did you do next?	Nothing, I found the answer(s) I needed right away		Checkbox One Up Vertical	Multi	Y	Skip Logic	Search Next Steps
			Used different key words or phrases and tried to search again
			Used the Narrow Your Search options
			Browsed by Topic in an effort to find my answer(s)
			Browsed All Frequently Asked Questions to find my answer(s)
			Terminated my FAQ session
			Other, please specify	Z
MAC0681	Z	Please tell us what you did next after the initial search was unsuccessful.			Text Area – no character limit		N	Skip Logic	OE_Search Next Steps
MAC0682	D	How easy was it to scroll through the FAQ search results to find the answer to your question?	The answer was easy to spot		Checkbox One Up Vertical	Multi	Y	Skip Logic	Search Scroll
			The answer was near the top of the list
			The answer was far down the page
			The answer was on the second (or a later) page
			I had to open too many answers
			None of the above
MAC0683		What will your next step(s) be relative to the information you were seeking? (choose the one that most applies)	I got the information I was seeking and have no plans to follow up with SSA		Radio Button One Up Vertical	Single	Y		Next Steps
			I will conduct my SSA business online (if available)
			I will visit my local SSA office
			I will call my local SSA office
			I will call the SSA Toll Free 800 Number
			I will email SSA
			I did not get the information I was seeking but have no plans to follow up with SSA
			Not sure what my next steps will be
MAC0684		What is your age group?	Under 18		Dropdown (Select-one)	Single	N		Age
			18-24
			25-44
			45-54
			55-64
			65+
MAC0685		Do you have any suggestions for improving the FAQ section?			Text Area – no character limit		N		Improve