Form 740 2013 EFTPS Survey 12-16-13

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Overview

Welcome and Thank You Text
Model Qsts
Current CQs

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Sheet 1: Welcome and Thank You Text

Model Instance Name:
EFTPS
MID:	Existing Measure - Please fill in; New Measure - DOT will fill in
Date:	5/30/2012
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
	Thank you for visiting our site. You've been randomly chosen to take part in a brief survey to let us know what we're doing well and where we can improve. Please take a few minutes to share your opinions, which are essential in helping us provide the best online experience possible.
					Thank You Text Example
	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.If you would like to share further feedback, please leave a message at 202.874.3530 or e-mail [email protected].

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Sheet 2: Model Qsts

Model Instance Name:
EFTPS
MID:		Existing Measure - Please fill in; New Measure - DOT will fill in
Partitioned Y
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:		5/30/2012
EFTPS
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
		Navigation (1=Poor, 10=Excellent, Don't Know)			Satisfaction			Likelihood to Contact Call Center (1=Very Unlikely, 10=Very Likely)
	Navigation - Organized	Please rate how well the site is organized.		Satisfaction - Overall	What is your overall satisfaction with this site? (1=Very Dissatisfied, 10=Very Satisfied)		Contact Call Center	How likely are you to call customer service support as a result of your visit today?
	Navigation - Options	Please rate the options available for navigating this site.		Satisfaction - Expectations	How well does this site meet your expectations? (1=Falls Short, 10=Exceeds)			Return (1=Very Unlikely, 10=Very Likely)
	Navigation - Layout	Please rate how well the site layout helps you find what you are looking for.		Satisfaction - Ideal	How does this site compare to your idea of an ideal website? (1=Not Very Close, 10=Very Close)		Return	How likely are you to return to this site.
		Site Performance (1=Poor, 10=Excellent, Don't Know)						Use Site Via Mobile Device (1=Very Unlikely, 10=Very Likely)
	Site Performance - Loading	Please rate how quickly pages load on this site.					Use Site Via Mobile Device	How likely are you to access this site using a mobile device?
	Site Performance - Consistency	Please rate the consistency of speed from page to page on this site.						Primary Resource (1=Very Unlikely, 10=Very Likely)
	Site Performance - Errors	Please rate the ability to load pages without getting error messages on this site.					Primary Resource	How likely are you to use this site as your primary resource for paying your taxes?
		Plain Language (1=Poor, 10=Excellent, Don't Know)
	Plain Language - Clear	Please rate the clarity of the wording on this site.
	Plain Language - Understandable	Please rate how well you understand the wording on this site.
	Plain Language - Concise	Please rate this site on its use of short, clear sentences.
		Look and Feel (1=Poor, 10=Excellent, Don't Know)
	Look and Feel - Appeal	Please rate the visual appeal of this site.
	Look and Feel - Balance	Please rate the balance of graphics and text on this site.
	Look and Feel - Readability	Please rate the readability of the pages on this site.
		Tasks/ Transactions (1=Poor, 10=Excellent, Don't Know)
	Tasks/Transactions - Simplicity	Please rate the simplicity of the process for completing task(s) on this site.
	Tasks/Transactions - Instructions	Please rate the clarity of instructions for completing task(s) on this site.
	Tasks/Transactions - Verification	Please rate the verification of task completion on this site.

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Sheet 3: Current CQs

		red & strike-through: DELETE
		underlined & italicized: RE-ORDER
		pink: ADDITION
5/30/2012		blue + -->: REWORDING
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 frequently do you visit this site?	This is my first visit		Radio button, one-up vertical	Single	Y		Visit Frequency
		Monthly
		Weekly
		Annually
		Quarterly
	What best describes your role in visiting the EFTPS site today?	Owner or employee of a business with 2-10 employees		Radio button, one-up vertical	Single	Y		Role
		Owner or employee of a business with 11-25 employees
		Owner or employee of a business with 26 or more employees
		Third party (tax professional, attorney, financial institution or other agent) making payments for 1-5 clients
		Third party (tax professional, attorney, financial institution or other agent) making payments for 5-25 clients
		Third party (tax professional, attorney, financial institution or other agent) making payments for 26 or more clients
		Sole proprietor
		Individual
		Other
	What is your primary reason for visiting the site today?	Just browsing		Radio button, one-up vertical	Single	Y		Primary Reason
		Enroll (create a user account)	A,C
		Make a payment	C
		Change/Add banking institution	C
		Update profile	C
		View my payment history	C
		Find contact information
		Other
A	What did you enroll as today?	Business		Radio button, one-up vertical	Single	Y	Skip logic
		Individual
		Federal Agency
C	Did you receive verification that your task was complete?	Yes	CC	Radio button, one-up vertical			skip logic	Task verification
		No
		I don’t know
CC	Please rate the clarity of the verification communication you received.	1 Not at all Clear		Radio button, scale, no don't know			skip logic	Clarity
		2
		3
		4
		5
		6
		7
		8
		9
		10 Very Clear
	What sections of the site did you visit today?	Homepage		Checkbox, one-up vertical	Multi	N		Sections
		How to Use EFTPS
		FAQ's
		Help & Information
		What's New
		Login
		A section not listed here
	Did you try to log in to the site today?	Yes	A	Radio button, one-up vertical	Single		skip logic	Log In
		No
A	Were you able to log in successfully?	Yes, the first time I tried		Radio button, one-up vertical	Single		skip logic	Log In Success
		Yes, after more than one try
		No, I was unable to log in
	Did you accomplish what you wanted to on the site today?	Yes		Radio button, one-up vertical	Single	Y	Skip logic	Task Accomplishment
		No	A
A	Since you were unable to complete what you wanted to on the site today, what do you plan to do next?	Call EFTPS customer support		Checkbox, one-up vertical	Multi	N	skip logic	Do Next
		Try again later
		Do nothing
		Other