797 2014 797 USPTO Survey

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Overview

Welcome and Thank You Text
Service Model
Custom Questions
InnerD (FOR DOT ONLY)

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Sheet 1: Welcome and Thank You Text

Model Instance Name:
Client Contact Center
MID:	0
Date:	11/1/2011
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 contacting the USPTO Customer Support Center. 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 customer 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.

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Sheet 2: Service Model

Model Instance Name:					See Rotations Tab for Element Rotations
Contact Center Interaction Model for Service Operations
MID:
Date:	4.23.14
Contact Center Interaction Model for Service Operations
Model questions utilize the ForeSee CXA methodology to determine scores and impacts
	Q Name	ELEMENTS (drivers of satisfaction)		Q Name	CUSTOMER SATISFACTION		Q Name	FUTURE BEHAVIORS
		Accessibility (1=Poor, 10=Excellent, Don't Know)			Satisfaction			Contact via [CHANNEL] Again for Service (1=Very Unlikely, 10=Very Likely)
	Accessibility - Convenience	Please rate the customer support center on the following: The convenience of using the phone for your needs		Satisfaction - Overall	What is your overall satisfaction with your customer service experience? (1=Very Dissatisfied, 10=Very Satisfied)		Contact Via Channel Again	How likely are you to contact USPTO via the phone to resolve your service needs in the future?
	Accessibility - Efficiency	The number of steps needed to connect with a representative		Satisfaction - Expectations	How well did your customer service experience meet your expectations? (1=Fell Short, 10=Exceeded)
	Accessibility - Performance	How well the support center connects you with a representative		Satisfaction - Ideal	How well did your customer service experience compare to your idea of an ideal customer experience? (1=Not Very Close, 10=Very Close)		Confidence	Confidence (1=Not at all Confident, 10= Very Confident)
		Knowledge (1=Poor, 10=Excellent, Don't Know)						Please rate your confidence in USPTO as a result of this customer service experience.
	Knowledge - Understanding	Please rate the knowledge of the representative in the following areas: Quick understanding of your request or concern					Recommend	Confidence (1=Very Unlikely, 10= Very Likely)
	Knowledge - Directness	Ability to directly answer your questions						How likely are you to recommend USPTO customer service to someone else?
	Knowledge - Accuracy	Accuracy of information provided
		Response Speed (1=Poor, 10=Excellent, Don't Know)
	Response Speed - Time	Please rate the speed to resolve your question or concern: Length of time needed on the phone
	Response Speed - Efficiency	Number of steps taken to complete the process
	Response Speed - Fixed First Time	Degree to which your request or question was resolved the first time
		Professionalism (1=Poor, 10=Excellent, Don't Know)
	Professionalism - Understandable	Please rate the professionalism of the representative in the following areas: Use of understandable terms during your conversation
	Professionalism - Responsiveness	Responsiveness to your questions or concerns
	Professionalism - Courtesy	Courtesy shown to you
		Resolution (1=Poor, 10=Excellent, Don't Know)
	Resolution - Detail	Please rate the answer provided to your question or concern in the following areas: Level of detail provided
	Resolution - Usefulness	Usefulness to your needs
	Resolution - Clarity	Clarity of reasoning and logic

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Sheet 3: Custom Questions

Model Instance Name:			red & strike-through: DELETE
Contact Center Interaction Model for Service Operations			underlined & italicized: RE-ORDER
MID:			pink: ADDITION
Date:	4.23.14		blue + -->: REWORDING
Contact Center Interaction Model for Service Operations 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
		Did you visit uspto.gov to resolve your concern/question prior to your experience with the USPTO customer service representative?	Yes		Drop down, select one	Single	Y		Website Usage
			No
		Which of the following best describes you?	Entrepreneur/ Business Professional		Radio button, one-up vertical	Single	Y	Skip Logic Group	Visitor Role
			Inventor
			IP Professional: Attorney
			IP Professional: Paralegal
			IP Professional: Agent
			USPTO Employee
			Other, please specify	R
	R	Please specify the role that best describes you.			Text area, no char limit		N	Skip Logic Group	Other_Role
		If you could suggest one improvement to the USPTO customer service experience, what would it be?			Text area, no char limit	Single	No		OE_Suggestions

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Sheet 4: InnerD (FOR DOT ONLY)

Sales	Accessibility	Knowledge	Engagement	Professionalism	Order Process	Satisfaction	FB1	FB2	FB3
Accessibility	0	0	0	0	0	0	0	0	0
Knowledge	0	0	0	0	0	0	0	0	0
Engagement	0	0	0	0	0	0	0	0	0
Professionalism	0	1	1	0	0	0	0	0	0
Order Process	0	1	1	0	0	0	0	0	0
Satisfaction	1	0	0	1	1	0	0	0	0
FB1	0	0	0	0	0	1	0	0	0
FB2	0	0	0	0	0	1	0	0	0
FB3	0	0	0	0	0	1	0	0	0
Service	Accessibility	Knowledge	Response Speed	Professionalism	Resolution	Satisfaction	FB1	FB2	FB3
Accessibility	0	0	0	0	0	0	0	0	0
Knowledge	0	0	0	0	0	0	0	0	0
Response Speed	0	0	0	0	0	0	0	0	0
Professionalism	0	1	1	0	0	0	0	0	0
Resolution	0	1	1	0	0	0	0	0	0
Satisfaction	1	0	0	1	1	0	0	0	0
FB1	0	0	0	0	0	1	0	0	0
FB2	0	0	0	0	0	1	0	0	0
FB3	0	0	0	0	0	1	0	0	0
Sales & Service	Accessibility	Knowledge	Professionalism	Satisfaction	FB1	FB2	FB3
Accessibility	0	0	0	0	0	0	0
Knowledge	0	0	0	0	0	0	0
Professionalism	0	0	0	0	0	0	0
Satisfaction	1	1	1	0	0	0	0
FB1	0	0	0	1	0	0	0
FB2	0	0	0	1	0	0	0
FB3	0	0	0	1	0	0	0