836 2014 836 SSA Mobile Wage

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

2014 836 SSA Mobile Wage.xlsx

2014 819 DHS USCIS - 2014 841 VA Medical Centers

OMB: 1090-0008

Document [xlsx]
Download: xlsx | pdf

Overview

Guidelines
Welcome and Thank You Text
W&TY (8-22-12)
Current Model Qsts
Current CQs
CQs (7-30-13)
CQs (4-25-13)
Element Rotations


Sheet 1: Guidelines























Questionnaire Management Guidelines








































Goals:



















One consolidated document to track all model and CQ changes throughout the life of the project


















Questionnaire always matches the live survey


















Easy and error-free way to submit CQ changes


















All changes tracked and reflected in one document (DOT will help)







































Questionnaire Resources:








































1
Questionnaire Design and Approval Process














2
Question Grouping Rules















3
OPS vs. Skip Logic Decision for "Other, Please Specify"











4
Foreign Language Survey Instructions


































Sheet 2: Welcome and Thank You Text

Model Instance Name:








SSA Mobile Wage Reporting







MID: oYYdlt48ctdtx8cgFh0Q4Q==







Date: 8/2/2012








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 using the SSI Mobile Wage Reporting app. 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 to get in touch with Social Security, please visit our Contact Us page to find out how.


























































































































































































































Sheet 3: W&TY (8-22-12)

Model Instance Name:








SSA Mobile Wage Reporting







MID: oYYdlt48ctdtx8cgFh0Q4Q==







Date: 8/2/2012








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 using the SSI Mobile Wage Reporting app. 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. 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 to get in touch with Social Security, please visit our Contact Us page to find out how.


























































































































































































































Sheet 4: Current Model Qsts

Model Instance Name:







SSA Mobile Wage Reporting







MID:
oYYdlt48ctdtx8cgFh0Q4Q==





Partitioned (Y/N)? N



Element rotation scheme has been added


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




SSA Mobile Wage Reporting
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


Look and Feel (1=Poor, 10=Excellent, Don't Know)

Satisfaction

Use Again (1=Very Unlikely, 10=Very Likely)

Look and Feel - Appeal Please rate the visual appeal of this mobile app.
Satisfaction - Overall What is your overall satisfaction with this mobile app?
(1=Very Dissatisfied, 10=Very Satisfied)

Use Mobile App Again How likely are you to use this mobile app again?

Look and Feel - Readability Please rate the readability of the views in this mobile app.
Satisfaction - Expectations How well does this mobile app meet your expectations?
1=Falls Short, 10=Exceeds)

Mobile App Channel Preference Use over other channels (1=Very Unlikely, 10=Very Likely)


Navigation (1=Poor, 10=Excellent, Don't Know)
Satisfaction - Ideal How does this app compare to your idea of an ideal mobile app?
(1=Not Very Close, 10=Very Close)


How likely are you to use a mobile app to conduct business with SSA instead of using other channels such as the telephone, or going in person?

Navigation - Organized Please rate how well this mobile app is organized.






Navigation - Options Please rate the options available for navigating this mobile app.







App Performance (1=Poor, 10=Excellent, Don't Know)






App Performance - Loading Please rate how quickly views load in this mobile app.






App Performance - Errors Please rate the ability to load views without getting error messages in this mobile app.













































































































































































































Sheet 5: Current CQs

#REF!

red & strike-through: DELETE





SSA Mobile Wage Reporting

underlined & italicized: RE-ORDER





MID: oYYdlt48ctdtx8cgFh0Q4Q==


pink: ADDITION





Date: 3/1/2008 blue + -->: REWORDING















SSA Mobile Wage Reporting 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
LNH0233
What best describes your role? I receive my own benefits
Radio button, one-up vertical Single Y
Role



I am the representative payee for my spouse or child








I am the representative payee for someone else








Other





HAR0034853
Is this your first time using this app? Yes A Radio button, one-up vertical Single
Skip logic Use app



No





HAR0034922 A Are you planning on using this app to report your wages again? Yes
Radio button, one-up vertical Single

Use again



No AA


skip logic
HAR0034923 AA Please explain why you are not planning to use this app to report your wages again.

Text area, no char limit
N skip logic OE_Why Not Again
HAR0034924
How would you rate your experience reporting your wages using this app as compared to other methods of reporting your wages? Excellent
Radio button, one-up vertical Single Y
Experience Reporting



Good








Fair








Poor








Don't know, have not used other methods to report wages





HAR0034925
How satisfied were you with the length of time it took to report your wages? Satisfied
Radio button, one-up vertical Single Y Skip logic Opinion of Length of time



Unsatisfied A




HAR0034926 A How long did it take you to use this app? under 5 minutes
Radio button, one-up vertical Single Y Skip Logic Unsatisfied length of time



About 5 minutes








Other





HAR0034927
How helpful was the instruction package you received? Very helpful
Radio button, one-up vertical single y
Instructions Packet



Helpful








Not helpful








I did not receive an instruction package.





LNH0239
Please provide any suggestions you may have to improve this mobile site.

Text area, no char limit Single N
OE_Improvement

Sheet 6: CQs (7-30-13)

#REF!

red & strike-through: DELETE





SSA Mobile Wage Reporting

underlined & italicized: RE-ORDER





MID: oYYdlt48ctdtx8cgFh0Q4Q==


pink: ADDITION





Date: 3/1/2008 blue + -->: REWORDING















SSA Mobile Wage Reporting 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
LNH0233
What best describes your role in visiting this mobile wage reporting application? I receive my own benefits
Radio button, one-up vertical Single Y
Role



I act on behalf of the SSI beneficiary








I report on behalf of someone else and am not a representative payee








I am a parent or spouse of an SSI beneficiary








I am the representative payee for my spouse or child








I am the representative payee for someone else








Other





LNH0234
Are you planning on using this app to report your wages again? Yes
Radio button, two-up vertical single Y OPS Group Use Again



No A




LNH0235 A Please explain why you are not planning to use this app to report your wages again:

Text area, no char limit
N
OE_Not Again


Is this your first time using this app? Yes A Radio button, one-up vertical Single
Skip logic Use app



No






A Are you planning on using this app to report your wages again? Yes
Radio button, one-up vertical Single

Use again



No AA


skip logic

AA Please explain why you are not planning to use this app to report your wages again.

Text area, no char limit
N skip logic OE_Why Not Again
LNH0236
How would you rate your experience reporting your wages using this app as compared to other avenues of reporting your wages? 1 = Poor
Radio button, scale, has don't know Single Y
Experience Reporting



2








3








4








5








6








7








8








9








10 = Excellent








Don't know, have not used other methods to report wages







How would you rate your experience reporting your wages using this app as compared to other methods of reporting your wages? Excellent
Radio button, one-up vertical Single Y
Experience Reporting



Good








Fair








Poor








Don't know, have not used other methods to report wages







How satisfied were you with the length of time it took to report your wages? Satisfied
Radio button, one-up vertical Single Y Skip logic Opinion of Length of time



Unsatisfied A















A How long did it take you to use this app? under 5 minutes
Radio button, one-up vertical Single Y Skip Logic Unsatisfied length of time



About 5 minutes








Other







How helpful was the instruction package you received? Very helpful
Radio button, one-up vertical single y
Instructions Packet



Helpful








Not helpful








I did not receive an instruction package.





LNH0237
What is your level of comfort of conducting business with the government using a mobile app? 1 = Uncomfortable
Radio button, scale, no don't know Single Y
Level of Comfort



2








3








4








5








6








7








8








9








10 = Very comfortable





LNH0238
How long did it take you to use this app? Less than a minute
Radio button, one-up vertical Single Y
Length of Time



About a minute








Over a minute








5 minutes or more





LNH0239
Please provide any suggestions you may have to improve this mobile site.

Text area, no char limit Single N
OE_Improvement

Sheet 7: CQs (4-25-13)

#REF!

red & strike-through: DELETE





SSA Mobile Wage Reporting

underlined & italicized: RE-ORDER





MID: oYYdlt48ctdtx8cgFh0Q4Q==


pink: ADDITION





Date: 3/1/2008 blue + -->: REWORDING















SSA Mobile Wage Reporting 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
LNH0233
What best describes your role in visiting this mobile wage reporting application? I receive benefits
Radio button, one-up vertical Single Y
Role



I act on behalf of the SSI beneficiary








I report on behalf of someone else and am not a representative payee








I am a parent or spouse of an SSI beneficiary








Other





LNH0234
Are you planning on using this app to report your wages again? Yes
Radio button, two-up vertical single Y OPS Group Use Again



No A




LNH0235 A Please explain why you are not planning to use this app to report your wages again:

Text area, no char limit
N
OE_Not Again
LNH0236
How would you rate your experience reporting your wages using this app as compared to other avenues of reporting your wages? 1 = Poor
Radio button, scale, has don't know Single Y
Experience Reporting



2








3








4








5








6








7








8








9








10 = Excellent








Don't know, have not used other methods to report wages







Which statement best describes your opinion about the access code? The access code provides added security.
Radio button, one-up vertical Single Y
Acces Code Opinion



The access code provides little to no benefit.








I have no opinion about the access code.





LNH0237
What is your level of comfort of conducting business with the government using a mobile app? 1 = Uncomfortable
Radio button, scale, no don't know Single Y
Level of Comfort



2








3








4








5








6








7








8








9








10 = Very comfortable





LNH0238
How long did it take you to use this app? Less than a minute
Radio button, one-up vertical Single Y
Length of Time



About a minute








Over a minute








5 minutes or more





LNH0239
Please provide any suggestions you may have to improve this mobile site.

Text area, no char limit Single N
OE_Improvement

Sheet 8: Element Rotations

Base Element Order Version 2 Version 3 Version 4
Look and Feel App Performance Navigation Look and Feel
Navigation Navigation Look and Feel App Performance
App Performance Look and Feel App Performance Navigation
File Typeapplication/vnd.openxmlformats-officedocument.spreadsheetml.sheet
File Modified0000-00-00
File Created0000-00-00

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