829 2014 829 SSA Diagnostic formerly FAQ

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

2014 829 SSA Diagnostic formerly FAQ.xlsx

2014 819 DHS USCIS - 2014 841 VA Medical Centers

OMB: 1090-0008

Document [xlsx]
Download: xlsx | pdf

Overview

Proposed v3 Model Qs
Custom Questions
Custom Questions (1-21-13)
Custom Questions 1-16-13


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.












































































































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? MAC0669A01 Yes
Dropdown (Select-one) Single Y
Receiving SS Benefits



MAC0669A02 No







MAC0669A03 Not Sure





MAC0670
Which of the following topics were you were looking for within the FAQs? (check all that apply) MAC0670A01 Address change
Checkbox One Up Vertical Multi Y Skip Logic Topic



MAC0670A02 Annual Social Security Statement








MAC0670A03 Direct deposit of monthly check








MAC0670A04 Locate an Office







MAC0670A05 Medicare Benefits







MAC0670A06 Paying taxes on Social Security benefits







MAC0670A07 Retirement Benefits







MAC0670A08 Social Security Benefit Statement (Form SSA-1099)








MAC0670A09 Social Security Card or Number








MAC0670A10 Social Security Disability Benefits








MAC0670A11 Supplemental Security Income (SSI) Payments








MAC0670A12 Survivor Benefits








MAC0670A13 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)? MAC0672A01 Yes, my question (s) was answered completely A Dropdown (Select-one) Single Y Skip Logic Answer Questions



MAC0672A02 Yes, my question (s) was answered partially A, B






MAC0672A03 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? MAC0673A01 Yes
Dropdown (Select-one) Single Y Skip Logic Help Accomplish



MAC0673A02 No







MAC0673A03 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) MAC0675A01 Could not figure out the best way to find the answers I needed
Checkbox One Up Vertical Multi N Skip Logic Problems



MAC0675A02 Too many answers to choose from







MAC0675A03 Answer link(s) did not take me where I expected








MAC0675A04 Found the answer link(s) difficult to understand








MAC0675A05 Answers were too long








MAC0675A06 Had difficulty understanding the information in the answer








MAC0675A07 Experienced technical difficulties (e.g. broken links, error messages)








MAC0675A08 Took me too long to search through the FAQs








MAC0675A09 Other, please specify A







MAC0675A10 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? MAC0677A01 Yes A,C,D



Search



MAC0677A02 No








MAC0677A03 Not Sure





MAC0678 A Which of the following, if any, did you experience while using the FAQ Search tool today? (check all that apply) MAC0678A01 Results were not relevant to my search terms or needs
Checkbox One Up Vertical Multi Y Skip Logic Search Experience



MAC0678A02 I was not sure what words to use in my search







MAC0678A03 Search required too many refinements to get to what I wanted








MAC0678A04 Returned too many results








MAC0678A05 Returned not enough results








MAC0678A06 Returned no results








MAC0678A07 Returned results were too similar or redundant








MAC0678A08 Other, please specify B







MAC0678A09 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? MAC0680A01 Nothing, I found the answer(s) I needed right away
Checkbox One Up Vertical Multi Y Skip Logic Search Next Steps


MAC0680A02 Used different key words or phrases and tried to search again






MAC0680A03 Used the Narrow Your Search options







MAC0680A04 Browsed by Topic in an effort to find my answer(s)








MAC0680A05 Browsed All Frequently Asked Questions to find my answer(s)








MAC0680A06 Terminated my FAQ session








MAC0680A07 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? MAC0682A01 The answer was easy to spot
Checkbox One Up Vertical Multi Y Skip Logic Search Scroll


MAC0682A02 The answer was near the top of the list






MAC0682A03 The answer was far down the page






MAC0682A04 The answer was on the second (or a later) page






MAC0682A05 I had to open too many answers







MAC0682A06 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) MAC0683A01 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



MAC0683A02 I will conduct my SSA business online (if available)







MAC0683A03 I will visit my local SSA office








MAC0683A04 I will call my local SSA office








MAC0683A05 I will call the SSA Toll Free 800 Number








MAC0683A06 I will email SSA








MAC0683A07 I did not get the information I was seeking but have no plans to follow up with SSA








MAC0683A08 Not sure what my next steps will be





MAC0684
What is your age group? MAC0684A01 Under 18
Dropdown (Select-one) Single N
Age



MAC0684A02 18-24








MAC0684A03 25-44








MAC0684A04 45-54








MAC0684A05 55-64








MAC0684A06 65+





MAC0685
Do you have any suggestions for improving the FAQ section?


Text Area – no character limit
N
Improve

Sheet 3: Custom Questions (1-21-13)

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
SAC6575
Are you currently receiving Social Security Benefits? Yes
Dropdown (Select-one) Single Y
Receiving SS Benefits



No







Not Sure





SAC6576
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 F






Paying taxes on Social Security benefits







Retirement Benefits B






Social Security Benefit Statement (Form SSA-1099)








Social Security Card or Number A







Social Security Disability Benefits C







Supplemental Security Income (SSI) Payments D







Survivor Benefits E







Other, please specify Z




SAC6577 A What Social Security card or number information were you seeking today? Replacing a lost or stolen Social Security card
Radio Button One Up Vertical Single Y Skip Logic SSCard/#



Changing a name on a Social Security card








Requesting a Social Security card for a minor child








Learning what documents are needed








Other, please specify AA




SAC6578 AA Please tell us what other Social Security card or number information you wanted.

Text Area – no character limit
N Skip Logic OE_SSCard/#
SAC6579 B What best describes the subject of your Retirement Benefits question? Applying for Retirement benefits – how and when
Radio Button One Up Vertical Single Y Skip Logic Retirement



Estimating Retirement benefits








Working while receiving Retirement benefits








Learning what documents are needed to file for Retirement benefits








Learning about benefits for a spouse and/or child(ren)








Other, please specify BB




SAC6580 BB Please tell us about your Retirement Benefits question.

Text Area – no character limit
N Skip Logic OE_Retirement
SAC6581 C What best describes the subject of your Social Security Disability benefits question? Applying for Disability benefits – how and when
Radio Button One Up Vertical Single Y Skip Logic Disability



Learning about benefits for spouse and/or child(ren)








Appealing an adverse Disability decision – how and when








Working while disabled








Other, please specify CC




SAC6582 CC Please tell us about your Social Security Disability question.

Text Area – no character limit
N Skip Logic OE_Disability
SAC6583 D What Supplemental Security Income (SSI) information were you seeking? Applying for SSI payments – how and when
Radio Button One Up Vertical Single Y Skip Logic SSI



Learning the difference between SSI and Social Security benefit payments








Learning what affects SSI payments (e.g., work, property, savings, inheritance, etc.)








Learning if a spouse and/or child(ren) can receive payments from my SSI record








Other, please specify DD




SAC6584 DD Please tell us about your Supplemental Security Income (SSI) question.

Text Area – no character limit
N Skip Logic OE_SSI
SAC6585 E What Survivor Benefits information were you seeking? Applying for Survivor Benefits - how and when
Radio Button One Up Vertical Single Y Skip Logic Survivor Benefits



Receiving Survivor Benefits AND my own retirement benefit







Receiving Survivor Benefits on a divorced spouse’s record








Obtaining necessary documents needed to file for survivor benefits








Learning how remarriage affects my survivor benefits








Other, please specify EE




SAC6586 EE Please tell us about your Survivor Benefits question.

Text Area – no character limit
N Skip Logic OE_Survivor
SAC6587 F What best describes the subject of your Medicare question? How to apply for Medicare benefits – how and when?
Radio Button One Up Vertical Single Y Skip Logic Medicare



What documents are needed to file for Medicare







Who is eligible for Medicare








What is covered under the Medicare program








What are the Medicare premiums








What is the Medicare Prescription Drug Plan








Other, please specify FF




SAC6588 FF Please tell us about your Medicare question.

Text Area – no character limit
N Skip Logic OE_Medicare
SAC6589 Z Please tell us what other information you were seeking.

Text Area – no character limit
N Skip Logic OE_Topic
SAC6590
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




SAC6591 A Did --> 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





SAC6592 B What was your question? Please explain:

Text Area – no character limit
N Skip Logic OE_No Answer
SAC6593
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


SAC6594 A Please tell us about your concerns or problems using the FAQs.

Text Area – no character limit
N Skip Logic OE_Problems
SAC6595
Which FAQ feature(s) did you use today? (check all that apply) Most Popular Answer links
Checkbox One Up Vertical Multi Y Skip Logic FAQ Feature



Most Popular Topic links







Browse All Topic links








FAQ Search Box A, C, D, E, F







Not sure








None of the above

exclusive




Did you use the FAQ search tool today? Yes A,C,D



Search



No








Not Sure





SAC6596 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


SAC6597 B Please tell us about your FAQ search experience.

Text Area – no character limit
N Skip Logic OE_Search

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





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

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





SAC6598
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





SAC6599
How frequently do you visit SSA’s FAQ section? First time
Radio Button One Up Vertical Single Y
Visit Frequency



At least once a week







At least once a month








At least once every six months








At least once a year








Not sure





SAC6600
What is your age group? Under 18
Dropdown (Select-one) Single N
Age



18-24








25-44








45-54








55-64








65+





SAC6601
Do you have any suggestions for improving the FAQ section?

Text Area – no character limit
N
Improve

Sheet 4: Custom Questions 1-16-13

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




SAC6575
Are you currently receiving Social Security Benefits? Yes
Dropdown (Select-one) Single Y
Receiving SS Benefits



Types



No








Open-ended



Not Sure









Text Field – limited to 100 characters
SAC6576
Which of the following topics were you were looking for within the FAQs? (check all that apply) Social Security Benefit Statement (Form SSA-1099)
Checkbox One Up Vertical Multi Y Skip Logic Topic



Radio Button Two Up Vertical



Annual Social Security Statement









Radio Button Three Up Vertical



Social Security Card or Number A








Radio Button Scale Has Don’t Know



Retirement Benefits B








Radio Button Scale No Don’t Know



Social Security Disability Benefits C








Checkbox One Up Vertical



Supplemental Security Income (SSI) Payments D








Checkbox Two Up Vertical



Survivor Benefits E








Checkbox Three Up Vertical



Medicare Benefits F








Select-multiple Show Two



Address change









Select-multiple Show Three



Direct deposit of monthly check









Select-multiple Show Four



Paying taxes on Social Security benefits













Other, please specify Z









SAC6577 A What Social Security card or number information were you seeking today? Replacing a lost or stolen Social Security card
Radio Button One Up Vertical Single Y Skip Logic SSCard/#



Radio Button Two Up Vertical



Changing a name on a Social Security card









Radio Button Three Up Vertical



Requesting a Social Security card for a minor child









Radio Button Scale Has Don’t Know



Learning what documents are needed









Radio Button Scale No Don’t Know



Other, please specify AA








Checkbox One Up Vertical
SAC6578 AA Please tell us what other Social Security card or number information you wanted.

Text Area – no character limit
N Skip Logic OE_SSCard/#




SAC6579 B What best describes the subject of your Retirement Benefits question? Applying for Retirement benefits – how and when
Radio Button One Up Vertical Single Y Skip Logic Retirement



Radio Button Two Up Vertical



Estimating Retirement benefits









Radio Button Three Up Vertical



Working while receiving Retirement benefits













Learning what documents are needed to file for Retirement benefits









Radio Button Scale Has Don’t Know



Learning about benefits for a spouse and/or child(ren)









Radio Button Scale No Don’t Know



Other, please specify BB








Checkbox One Up Vertical
SAC6580 BB Please tell us about your Retirement Benefits question.

Text Area – no character limit
N Skip Logic OE_Retirement




SAC6581 C What best describes the subject of your Social Security Disability benefits question? Applying for Disability benefits – how and when
Radio Button One Up Vertical Single Y Skip Logic Disability



Radio Button Two Up Vertical



Learning about benefits for spouse and/or child(ren)









Radio Button Three Up Vertical



Appealing an adverse Disability decision – how and when













Working while disabled









Radio Button Scale Has Don’t Know



Other, please specify CC








Checkbox One Up Vertical
SAC6582 CC Please tell us about your Social Security Disability question.

Text Area – no character limit
N Skip Logic OE_Disability




SAC6583 D What Supplemental Security Income (SSI) information were you seeking? Applying for SSI payments – how and when
Radio Button One Up Vertical Single Y Skip Logic SSI



Radio Button Two Up Vertical



Learning the difference between SSI and Social Security benefit payments









Radio Button Three Up Vertical



Learning what affects SSI payments (e.g., work, property, savings, inheritance, etc.)













Learning if a spouse and/or child(ren) can receive payments from my SSI record









Radio Button Scale Has Don’t Know



Other, please specify DD








Checkbox One Up Vertical
SAC6584 DD Please tell us about your Supplemental Security Income (SSI) question.

Text Area – no character limit
N Skip Logic OE_SSI




SAC6585 E What Survivor Benefits information were you seeking? Applying for Survivor Benefits - how and when
Radio Button One Up Vertical Single Y Skip Logic Survivor Benefits



Radio Button Two Up Vertical



Receiving Survivor Benefits AND my own retirement benefit








Radio Button Three Up Vertical



Receiving Survivor Benefits on a divorced spouse’s record













Obtaining necessary documents needed to file for survivor benefits









Radio Button Scale Has Don’t Know



Learning how remarriage affects my survivor benefits









Radio Button Scale No Don’t Know



Other, please specify EE








Checkbox One Up Vertical
SAC6586 EE Please tell us about your Survivor Benefits question.

Text Area – no character limit
N Skip Logic OE_Survivor




SAC6587 F What best describes the subject of your Medicare question? How to apply for Medicare benefits – how and when?
Radio Button One Up Vertical Single Y Skip Logic Medicare



Radio Button Two Up Vertical



What documents are needed to file for Medicare








Radio Button Three Up Vertical



Who is eligible for Medicare













What is covered under the Medicare program













What are the Medicare premiums









Radio Button Scale Has Don’t Know



What is the Medicare Prescription Drug Plan









Radio Button Scale No Don’t Know



Other, please specify FF








Checkbox One Up Vertical
SAC6588 FF Please tell us about your Medicare question.

Text Area – no character limit
N Skip Logic OE_Medicare




SAC6589 Z Please tell us what other information you were seeking.

Text Area – no character limit
N Skip Logic OE_Topic




SAC6590
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









SAC6591 A Did 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










SAC6592 B What was your question? Please explain:

Text Area – no character limit
N Skip Logic OE_No Answer




SAC6593
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



Radio Button Two Up Vertical



Too many answers to choose from








Radio Button Three Up Vertical



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






Checkbox One Up Vertical
SAC6594 A Please tell us about your concerns or problems using the FAQs.

Text Area – no character limit
N Skip Logic OE_Problems




SAC6595
Which FAQ feature(s) did you use today? (check all that apply) Most Popular Answer links
Checkbox One Up Vertical Multi Y Skip Logic FAQ Feature



Radio Button Two Up Vertical



Most Popular Topic links








Radio Button Three Up Vertical



Browse All Topic links













FAQ Search Box A












Not sure













None of the above

exclusive







SAC6596 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



Radio Button Two Up Vertical



I was not sure what words to use in my search








Radio Button Three Up Vertical



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







SAC6597 B Please tell us about your FAQ search experience.

Text Area – no character limit
N Skip Logic OE_Search




SAC6598
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



Radio Button Two Up Vertical



I will conduct my SSA business online (if available)








Radio Button Three Up Vertical



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










SAC6599
How frequently do you visit SSA’s FAQ section? First time
Radio Button One Up Vertical Single Y
Visit Frequency



Radio Button Two Up Vertical



At least once a week








Radio Button Three Up Vertical



At least once a month













At least once every six months













At least once a year













Not sure










SAC6600
What is your age group? Under 18
Dropdown (Select-one) Single Y
Age







18-24


N









25-44













45-54













55-64













65+










SAC6601
Do you have any suggestions for improving the FAQ section?

Text Area – no character limit
N
Improve




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