848 2014 848 FTC Complaintassistant

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Overview

Welcome and Thank You
V2 Current Model Qsts (EN & EE)
V2 Current Model Qsts (SP)
V2 Current CQS (EE)
V2 Current CQS (EN)
V2 Current CQS (SP)

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Sheet 1: Welcome and Thank You

Invitation

Thank you for visiting ftccomplaintassistant.gov. You've been randomly selected to take part in a brief survey to provide feedback about our website. This survey is designed to measure your entire experience. Please look for it at the end of your visit. This survey is conducted by Foresee on behalf of the Federal Trade Commission. To learn how the information we collect is handled, please review the Foresee Privacy Policy and the FTC privacy policy. Participation is voluntary, and the survey does not ask for your personal

Welcome Text (EN)

Thank you for visiting FTC Complaint Assistant. You have been randomly selected to take part in this survey that is being conducted by ForeSee on behalf of the FTC. Please take a minute or two to give us your opinions. The feedback you provide will help the FTC Complaint Assistant serve you better in the future. All results are strictly confidential.

Thank You (EN)

Thank you for your time in completing this survey. Your input is very valuable and will be taken into consideration.

Welcome Text (SP)

Gracias por visitar el Asistente para quejas de la Comisión Federal de Comercio (FTC). Ha sido elegido al azar para participar de esta encuesta que realiza ForeSee en nombre de la FTC. Tómese uno o dos minutos para darnos su opinión. Sus sugerencias le ayudarán al Asistente para quejas de la FTC a atenderlo mejor en el futuro. Todos los resultados son estrictamente confidenciales.

Thank You (SP)

Le agradecemos el tiempo dedicado a completar esta encuesta. Sus comentarios son muy valiosos y serán tenidos en cuenta.

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Sheet 2: V2 Current Model Qsts (EN & EE)

	Model Instance Name:				red & strike-through: DELETE
	FTC ComplaintAssistant V2				underlined & italicized: RE-ORDER
	MID EE: UI4kcBo9Q8RRMUQsZdAwxw4C				pink: ADDITION
	MID EN: tItVdB8FNF1Y0MxgYg1Jkw4C
	Date:	5/16/2014			blue + -->: REWORDING
FTC Complaint Assistant
		ELEMENTS (drivers of satisfaction)			CUSTOMER SATISFACTION			FUTURE BEHAVIORS
		Instructions for Completion (1=Poor, 10=Excellent, Don't Know)			Satisfaction			Recommend (1=Very Unlikely, 10=Very Likely)
Instructions-Simplicity	1	Please rate the simplicity of instructions for completing the Complaint Assistant.	Satisfaction - Overall	10	What is your overall satisfaction with the Complaint Assistant? (1=Very Dissatisfied, 10=Very Satisfied)	Recommend	13	How likely are you to recommend the FTC Complaint Assistant to someone else?
Instructions-Answer	2	Please rate how well the instructions for completing the Complaint Assistant provide answers to your questions.	Satisfaction - Expectations	11	How well does the Complaint Assistant meet your expectations? (1=Falls Short, 10=Exceeds)			Use as Resource (1=Very Unlikely, 10=Very Likely)
Instructions-Clarity	3	Please rate the clarity of instructions for completing the Complaint Assistant.	Satisfaction - Ideal	12	How does the Complaint Assistant compare to your idea of an ideal website?(1=Nt Very Close, 10=Very Close)	Use as Resource	14	How likely would you be to use the Complaint Assistant as a resource in the future?
		Site Performance (1=Poor, 10=Excellent, Don't Know)
Site Performance - Loading	4	Please rate how quickly pages load in the Complaint Assistant.
Site Performance - Consistency	5	Please rate the consistency of speed from page to page in the Complaint Assistant.
Site Performance - Completeness	6	Please rate how completely the page content loads in the Complaint Assistant
		Navigation (1=Poor, 10=Excellent, Don't Know)
Navigation - Organized	7	Please rate how well the Complaint Assistant is organized.
Navigation - Options	8	Please rate the options available for navigating the Complaint Assistant.
Navigation - Layout	9	Please rate how well the Complaint Assistant layout helps you find what you need.

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Sheet 3: V2 Current Model Qsts (SP)

	Model Instance Name:				red & strike-through: DELETE
	FTC ComplaintAssistant V2				underlined & italicized: RE-ORDER
	MID:	dspshdVl5ZZVpcsAlwsslA4C			pink: ADDITION
	Date:	5/16/2014			blue + -->: REWORDING
FTC Complaint Assistant
		ELEMENTS (drivers of satisfaction)			CUSTOMER SATISFACTION			FUTURE BEHAVIORS
		Instrucciones para completar (1=Mediocre, 10=Excelente, No sabe)			Satisfaction			Recomendar (1=Muy improbable, 10=Muy probable)
Instrucciones: Sencillez	1	Califique el nivel de sencillez de las instrucciones para completar el Asistente para quejas.	Satisfacción: General	10	¿Cuál es su nivel de satisfacción general con el Asistente para quejas? (1=Muy insatisfecho(a), 10=Muy satisfecho(a))	Recomendación	13	¿Qué probabilidad hay de que recomiende el Asistente para quejas de la FTC a otra persona?
Instrucciones: Respuesta	2	Califique en qué medida las instrucciones para completar el Asistente para quejas ofrecen respuestas a sus preguntas.	Satisfacción: Expectativas	11	¿En qué medida el Asistente para quejas cumple sus expectativas? (1=No las cumple, 10=Las supera)			Usar como recurso (1=Muy improbable, 10=Muy probable)
Instrucciones: Claridad	3	Califique el nivel de claridad de las instrucciones para completar el Asistente para quejas.	Satisfacción: Ideal	12	¿De qué manera el Asistente para quejas se compara con su idea de un sitio web ideal? (1=No se aproxima mucho, 10=Se aproxima mucho)	Usar como recurso	14	¿Qué probabilidad hay de que utilice el Asistente para quejas como recurso en el futuro?
		Rendimiento del sitio (1=Mediocre, 10=Excelente, No sabe)
Rendimiento del sitio: Carga	4	Califique con qué rapidez se cargan las páginas en el Asistente para quejas.
Rendimiento del sitio: Consistencia	5	Califique el nivel de consistencia de la velocidad de una página a otra en el Asistente para quejas.
Rendimiento del sitio: Integridad	6	Califique el nivel de integridad con que se carga el contenido en el Asistente para quejas.
		Navegación (1=Mediocre, 10=Excelente, No sabe)
Navegación: Organizado	7	Califique en qué medida el Asistente para quejas está bien organizado.
Navegación: Opciones	8	Califique el nivel de las opciones disponibles para navegar el Asistente para quejas.
Navegación: Diseño	9	Califique en qué medida el diseño del Asistente para quejas lo ayuda a encontrar lo que necesita.

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Sheet 4: V2 Current CQS (EE)

Model Instance Name:

red & strike-through: DELETE

FTC ComplaintAssistant V2

underlined & italicized: RE-ORDER

MID EE: UI4kcBo9Q8RRMUQsZdAwxw4C

pink: ADDITION

Date:

5.16.14

blue + -->: REWORDING

FTC ComplaintAssistant V2 CUSTOM QUESTION LIST

QID (Group ID)

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

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

NMS5235Q001

How often do you visit the FTC Complaint Assistant?

This is my first visit

C

Radio button, one-up vertical

Single

Y

Skip Logic Group

Frequency

A few times a year

Monthly

Weekly

Daily

NMS5235Q002

C

How did you find the FTC Complaint Assistant site?

FTC Website

Checkbox, one-up vertical

Multi

Y

Skip Logic Group

How Did You Find

FTC Publication

Search engine

Another website

Referral from another agency

Friend/family member

Contacted the FTC

Other

NMS5235Q003

Please rate the visual appeal of the Complaint Assistant.

1=Poor

Radio button, one-up vertical

Single

Y

Visual Appeal

2

3

4

5

6

7

8

9

10=Excellent

Don't Know

NMS5235Q004

Please rate the balance of graphics and text throughout the Complaint Assistant.

1=Poor

Radio button, one-up vertical

Single

Y

Graphics/text Balance

2

3

4

5

6

7

8

9

10=Excellent

Don't Know

NMS5235Q005

Was the FTC Complaint Assistant easy to use?

Yes

Radio button, one-up vertical

Single

Y

Easy to Use

No

Not sure

NMS5235Q006

Did you experience any of the following challenges during your visit today?

I did not experience any challenges today

Checkbox, one-up vertical

Multi

Y

Mutually Exclusive

Difficulties

I did not understand which category I should have selected (i.e. identity theft, unwanted telemarketing, other, etc.)

A

Skip Logic Group

There was no complaint category listed that covered my complaint

A

I did not understand what I was supposed to do

I was unable to submit my complaint because I received a blank screen

I was unable to submit my complaint because I received a time-out message

I was unable to submit my complaint because I received an error message

B

Other, please specify

Z

NMS5235Q007

A

What type of complaint category were you looking for?

Text area, no char limit

N

Skip Logic Group

OE_Difficulties, Category

NMS5235Q008

B

What was the error message?

Text area, no char limit

N

Skip Logic Group

OE_Error Message

NMS5235Q009

Z

Please let us know what other difficulties you had.

Text area, no char limit

N

Skip Logic Group

OE_Difficulties-Other

NMS5235Q010

Thinking about your experience with the FTC Complaint Assistant site today, what one improvement would you suggest?

Text area, no char limit

N

OE_One Improvement

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Sheet 5: V2 Current CQS (EN)

Model Instance Name:

red & strike-through: DELETE

FTC ComplaintAssistant V2

underlined & italicized: RE-ORDER

MID EN: tItVdB8FNF1Y0MxgYg1Jkw4C

pink: ADDITION

Date:

5.16.14

blue + -->: REWORDING

FTC ComplaintAssistant V2 CUSTOM QUESTION LIST

QID (Group ID)

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

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

ENNMS5235Q001

How often do you visit the FTC Complaint Assistant?

This is my first visit

C

Radio button, one-up vertical

Single

Y

Skip Logic Group

Frequency

A few times a year

Monthly

Weekly

Daily

ENNMS5235Q002

C

How did you find the FTC Complaint Assistant site?

FTC Website

Checkbox, one-up vertical

Multi

Y

Skip Logic Group

How Did You Find

FTC Publication

Search engine

Another website

Referral from another agency

Friend/family member

Contacted the FTC

Other

ENNMS5235Q003

Please rate the visual appeal of the Complaint Assistant.

1=Poor

Radio button, one-up vertical

Single

Y

Visual Appeal

2

3

4

5

6

7

8

9

10=Excellent

Don't Know

ENNMS5235Q004

Please rate the balance of graphics and text throughout the Complaint Assistant.

1=Poor

Radio button, one-up vertical

Single

Y

Graphics/text Balance

2

3

4

5

6

7

8

9

10=Excellent

Don't Know

ENNMS5235Q005

Was the FTC Complaint Assistant easy to use?

Yes

Radio button, one-up vertical

Single

Y

Easy to Use

No

Not sure

ENNMS5235Q006

Did you experience any of the following challenges during your visit today?

I did not experience any challenges today

Checkbox, one-up vertical

Multi

Y

Mutually Exclusive

Difficulties

I did not understand which category I should have selected (i.e. identity theft, unwanted telemarketing, other, etc.)

A

Skip Logic Group

There was no complaint category listed that covered my complaint

A

I did not understand what I was supposed to do

I was unable to submit my complaint because I received a blank screen

I was unable to submit my complaint because I received a time-out message

I was unable to submit my complaint because I received an error message

B

Other, please specify

Z

ENNMS5235Q007

A

What type of complaint category were you looking for?

Text area, no char limit

N

Skip Logic Group

OE_Difficulties, Category

ENNMS5235Q008

B

What was the error message?

Text area, no char limit

N

Skip Logic Group

OE_Error Message

ENNMS5235Q009

Z

Please let us know what other difficulties you had.

Text area, no char limit

N

Skip Logic Group

OE_Difficulties-Other

ENNMS5235Q010

Thinking about your experience with the FTC Complaint Assistant site today, what one improvement would you suggest?

Text area, no char limit

N

OE_One Improvement

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Sheet 6: V2 Current CQS (SP)

Model Instance Name:

red & strike-through: DELETE

FTC ComplaintAssistant V2

underlined & italicized: RE-ORDER

MID: dspshdVl5ZZVpcsAlwsslA4C

pink: ADDITION

Date:

5.16.14

blue + -->: REWORDING

FTC ComplaintAssistant V2 CUSTOM QUESTION LIST

QID (Group ID)

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

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

SPNMS5235Q001

¿Con qué frecuencia visita el Asistente para quejas de la FTC?

Esta es mi primera visita

C

Radio button, one-up vertical

Single

Y

Skip Logic Group

Frecuencia

Pocas veces al año

Todos los meses

Todas las semanas

A diario

SPNMS5235Q002

C

¿Cómo encontró el Asistente para quejas de la FTC?

Sitio web de la FTC

Checkbox, one-up vertical

Multi

Y

Skip Logic Group

Cómo lo encontró

Publicación de la FTC

Motor de búsqueda

Otro sitio web

Referencia de otra agencia

Amigo/miembro de la familia

Contacté a la FTC

Otro

SPNMS5235Q003

Califique el nivel del atractivo visual del Asistente para quejas.

1 = Mediocre

Radio button, one-up vertical

Single

Y

Atractivo visual

2

3

4

5

6

7

8

9

10=Excelente

No lo sé

SPNMS5235Q004

Califique el nivel de balance entre las gráficas y el texto a lo largo de todo el Asistente para quejas.

1 = Mediocre

Radio button, one-up vertical

Single

Y

Balance entre gráficas y texto

2

3

4

5

6

7

8

9

10=Excelente

No lo sé

SPNMS5235Q005

¿Le resultó fácil de usar el Asistente para quejas de la FTC?

Sí

Radio button, one-up vertical

Single

Y

Skip Logic Group

Fácil de usar

No

No estoy seguro(a)

SPNMS5235Q006

¿Tuvo alguno de los siguientes inconvenientes durante su visita de hoy?

No tuve ningún inconveniente hoy

Checkbox, one-up vertical

Multi

Y

Mutually Exclusive

Inconvenientes

No entendí qué categoría debí haber seleccionado (por ej., robo de identidad, telemarketing no deseado, otra, etc.)

A

Skip Logic Group

No existía ninguna categoría de queja que describiera mi queja

A

No entendí que debía hacer

No pude enviar mi queja porque recibí una pantalla en blanco

No pude enviar mi queja porque recibí un mensaje de finalización del tiempo de espera

No pude enviar mi queja porque recibí un mensaje de error

B

Otro (indique cuál)

Z

SPNMS5235Q007

A

¿Qué tipo de categoría de queja buscaba?

Text area, no char limit

N

Skip Logic Group

OE_Inconvenientes, Categoría

SPNMS5235Q008

B

¿Qué decía el mensaje de error?

Text area, no char limit

N

Skip Logic Group

OE_Mensaje de error

SPNMS5235Q009

Z

Indique qué otros inconvenientes tuvo.

Text area, no char limit

N

Skip Logic Group

OE_Inconvenientes_Otros

SPNMS5235Q010

Piense en su experiencia con el sitio del Asistente para quejas de la FTC de hoy e indique qué mejoras sugeriría.

Text area, no char limit

N

OE_Una mejora