848 2014 848 FTC Complaintassistant

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

2014 848 FTC Complaintassistant.xlsx

2014 842 Career State - 2014 863 NIH Grants

OMB: 1090-0008

Document [xlsx]
Download: xlsx | pdf

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)

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.















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.






































































































































































































































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.






































































































































































































































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





































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





































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





































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