703 2013 703 FTC ComplaintAssistant Qnaire 6-21-2013

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Overview

Current Model Qsts - EE
Current Custom Qsts - EE

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Sheet 1: Current Model Qsts - EE

Model Instance Name:
FTC ComplaintAssistant
MID:	hI0JsEZkMIQJ5F5wwQ48og==
Date:	6/26/2009
Model questions utilize the ACSI methodology to determine scores and impacts
	ELEMENTS (drivers of satisfaction)		CUSTOMER SATISFACTION		FUTURE BEHAVIORS
	Instructions for Completion (1=Poor, 10=Excellent, Don't Know)		Satisfaction (1=Poor, 10=Excellent)		Recommend (1=Not Very Likely, 10=Very Likely)
1	Please rate the simplicity of instructions for completing the ComplaintAssistant process.	13	What is your overall satisfaction with the ComplaintAssistant process?	16	How likely are you to recommend the FTC ComplaintAssistant process to someone else?
2	Please rate how well the instructions for completing the ComplaintAssistant process provide answers to your questions.	14	How well does the ComplaintAssistant process meet your expectations?
3	Please rate the clarity of instructions for completing the ComplaintAssistant process.	15	How does the ComplaintAssistant process compare to your idea of an ideal complaints process?
	Look and Feel (1=Poor, 10=Excellent, Don't Know)
4	Please rate the visual appeal of the ComplaintAssistant process.
5	Please rate the balance of graphics and text throughout the ComplaintAssistant process.
6	Please rate the readability of the pages in the ComplaintAssistant process.
	Navigation (1=Poor, 10=Excellent, Don't Know)
7	Please rate how well the ComplaintAssistant process is organized.
8	Please rate the options available for navigating the ComplaintAssistant process.
9	Please rate the number of clicks it takes to complete the ComplaintAssistant process.
	Site Performance (1=Poor, 10=Excellent, Don't Know)
10	Please rate how quickly pages load in the ComplaintAssistant process.
11	Please rate the consistency of speed from page to page in the ComplaintAssistant process.
12	Please rate the ability to load pages without getting error messages in the ComplaintAssistant process.

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Sheet 2: Current Custom Qsts - EE

Model Instance Name:

red & strike-through: DELETE

FTC ComplaintAssistant

underlined & italicized: RE-ORDER

MID:

hI0JsEZkMIQJ5F5wwQ48og==

pink: ADDITION

Date:

6/26/2009

blue + -->: REWORDING

FTC ComplaintAssistant CUSTOM QUESTION LIST

QID (Group ID)

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Question Text

Answer Choices (limited to 50 characters)

Skip to

Type (select from list)

Single or Multi

Required Y/N

Special Instructions

25 character limit. Leave blank if you want DOT to fill this part out. CQ Label

AKR5413

Were you aware of the FTC ComplaintAssistant before visiting the site today?

Yes

B

Radio button, one-up vertical

Single

Y

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Aware Before Visit

No

C

Not sure

C

AKR5414

B

If you were aware of the FTC ComplaintAssistant process, how many times have you used it in the past to register a complaint?

0

Radio button, one-up vertical

Single

Y

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Times Used

1

2

3 or more

AKR5415

C

If you were not aware of the FTC ComplaintAssistant before today, how did you find us?

FTC Website

Checkbox, one-up vertical

Multi

Y

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How Did You Find

FTC Publication

Search engine

Another website

Referral from another agency, please specify

A

Friend/family member

Contacted the FTC

Other, please specify

A

AKR5416

A

Please let us know how you found us.

Text area, no char limit

N

Skip Logic Group

OE_How Did You Find

AKR5417

Was the FTC ComplaintAssistant easy to use?

Yes

Radio button, one-up vertical

Single

Y

Skip Logic Group

Easy to Use

No

D

Not sure

D

AKR5418

D

If it was not easy to use, what did you find difficult?

I did not understand which category I should have selected (i.e. automobile, internet, etc.).

Checkbox, one-up vertical

Multi

Y

Skip Logic Group

Difficulties

I did not understand what I was supposed to do.

I was unable to submit my complaint.

Other, please specify

A

AKR5419

A

Please let us know what other difficulties you had.

Text area, no char limit

N

Skip Logic Group

OE_Difficulties

AKR5420

If you could make one improvement to the FTC ComplaintAssistant process, what would it be?

Text area, no char limit

N

OE_One Improvement