849 FTC Main

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

2014 849 FTC Main.xlsx

2014 842 Career State - 2014 863 NIH Grants

OMB: 1090-0008

Document [xlsx]
Download: xlsx | pdf

Overview

Guidelines
Foreign Language Translation
Welcome and Thank You Text
Current Model Qsts
CQs
CQs (9-9-14)
CQS 8.18.14
CQ edits for DOT 8.12.14
CQs 12.9.13
Custom Qsts (12-9-13)


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
Model and Custom Question Checks_ SRA













5
Model and Custom Question Checks_ Team LeadManager











6
Model and Custom Question Checks_ DOT













7
Foreign Language Survey Instructions


































Sheet 2: Foreign Language Translation

Client Name:




Measure Name:







Custom Qualifier Page Please Select



Custom Invitation Text? Please Select



Custom Tracker Text? Please Select



Custom Welcome/
Thank You Text?
Please Select









Language(s) If other language not listed, please specify. Website URL MID(s)
(DOT FILL THIS IN)
Measure Name(s)
(DOT WIll FILL THIS IN)
Notes:
Please Select a Language




Please Select a Language




Please Select a Language




Please Select a Language




Please Select a Language




Please Select a Language




Please Select a Language




Please Select a Language




Please Select a Language




Please Select a Language




Please Select a Language




Please Select a Language




Please Select a Language




Please Select a Language




Please Select a Language




Please Select a Language




Please Select a Language




Please Select a Language




Please Select a Language




Please Select a Language




Please Select a Language




Please Select a Language




Please Select a Language




Please Select a Language




Please Select a Language




Please Select a Language




Please Select a Language




Please Select a Language




Please Select a Language




Please Select a Language





Sheet 3: Welcome and Thank You Text

Model Instance Name:








FTC.gov Satisfaction Survey







MID: 44tglcx05IE91JYUdxIBlA==






Date: 2/1/2012








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 visiting our site. 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.


























































































































































































































Sheet 4: Current Model Qsts

Model Instance Name:







FTC.gov Satisfaction Survey







MID: 44tglcx05IE91JYUdxIBlA==





Partitioned (Y/N)?
Y










Date:
2/1/2012





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


Site Information (1=Poor, 10=Excellent, Don't Know)

Satisfaction

Recommend (1=Very Unlikely, 10=Very Likely)
1 Site Information - Thoroughness Please rate the thoroughness of information on this site. 20 Satisfaction - Overall What is your overall satisfaction with this site?
(1=Very Dissatisfied, 10=Very Satisfied)
23 Recommend How likely are you to recommend this site to someone else?
2 Site Information - Understandable Please rate how understandable the information is on this site. 21 Satisfaction - Expectations How well does this site meet your expectations?
(1=Falls Short, 10=Exceeds)


Primary Resource (1=Very Unlikely, 10=Very Likely)
3 Site Information - Answers Please rate how well the information provides answers to your questions. 22 Satisfaction - Ideal How does this site compare to your idea of an ideal website?
(1=Not Very Close, 10=Very Close)
24 Primary Resource How likely are you to use this site as your primary resource for obtaining information from this organization?


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




Return (1=Very Unlikely, 10=Very Likely)
4 Navigation - Organized Please rate how well the site is organized.


25 Return How likely are you to return to this site?
5 Navigation - Options Please rate the options available for navigating this site.


6 Navigation - Layout Please rate how well the site layout helps you find what you are looking for.

7 Navigation - Clicks Please rate the number of clicks to get where you want on this site.



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

8 Look and Feel - Appeal Please rate the visual appeal of this site.





9 Look and Feel - Balance Please rate the balance of graphics and text on this site.





10 Look and Feel - Readability Please rate the readability of the pages on this site.







Online Transparency (1=Poor, 10=Excellent, Don't Know)





11 Online Transparency - Disclose Please rate how thoroughly this site discloses information about what this agency is doing.





12 Online Transparency - Quick Please rate how quickly agency information is made available on this site.





13 Online Transparency - Access Please rate how well information about this agency's actions can be accessed by the public on this site.







Plain Language (1=Poor, 10=Excellent, Don't Know)





14 Plain Language - Clear Please rate the clarity of the wording on this site.





15 Plain Language - Understandable Please rate how well you understand the wording on this site.





16 Plain Language - Concise Please rate this site on its use of short, clear sentences.







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





17 Site Performance - Loading Please rate how quickly pages load on this site.





18 Site Performance - Consistency Please rate the consistency of speed from page to page on this site.





19 Site Performance - Errors Please rate the ability to load pages without getting error messages on this site.




















































Sheet 5: CQs

Model Instance Name:

red & strike-through: DELETE





FTC.gov Satisfaction Survey

underlined & italicized: RE-ORDER





MID: 44tglcx05IE91JYUdxIBlA==
pink: ADDITION







blue + -->: REWORDING





Date: 9.3.14







FTC.gov Satisfaction Survey 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
SAC7765
How old are you? Under 18
Drop down, select one S Y
Age



18-24








25-34








35-44








45-54








55-64








65-74








75 and up








Prefer not to say





SAC7766
How frequently do you visit this site? This is my first visit
Radio button, one-up vertical Single Y
Visit Frequency



Every few months or less often








Monthly








Weekly








Several times a week








Daily





SAC7767
What is your primary reason for visiting ftc.gov today? Report a scam or file a complaint
Radio button, one-up vertical Single Y Skip Logic Group Primary Reason



Register for Do Not Call








Get news about the FTC or FTC Events








Report or learn about identity theft








Learn about scams or get other info for consumers








Learn about FTC cases or rules








Get info about a refund








Find an FTC report








Order resources to share with others








Other, please specify A




SAC7768 A Please specify your other reason for visiting ftc.gov today.

Text area, no char limit
N Skip Logic Group OE_Primary Reason
SAC7769
If you were looking for consumer tips, which topics were you interested in? (Please check all that apply) Automobiles
Checkbox, one-up vertical Multi Y Skip Logic Group Consumer Tips



Credit and Debit








Computers and Mobile Devices








Identity and Privacy








Health and Fitness








Jobs and Making Money








Scams






Shopping





Unwanted Calls, Emails, or Postal Mail





I was not looking for consumer tips today
Mutually exclusive



Other, please specify C




SAC7770 C Please specify the consumer topic that you were interested in.



N Skip Logic Group Other_Consumer Tips
SAC7771
What is your primary role in visiting ftc.gov today? Consumer or citizen
Radio button, one-up vertical Single Y Skip Logic Group Primary Role



Victim of fraud or identity theft








Business person or attorney








Law enforcement or government employee








Consumer advocate or educator








Academic








Media person or blogger








Other, please specify A




SAC7772 A Please specify your other role in visiting ftc.gov today.

Text area, no char limit
N Skip Logic Group OE_Primary Role
SAC7773
Did you accomplish what you wanted on ftc.gov today? Yes
Radio button, one-up vertical Single Y Skip Logic Group Accomplish



Partially A







No A




SAC7774 A Please specify what you were trying to accomplish during your visit to ftc.gov.

Text area, no char limit
N Skip Logic Group OE_Accomplish
HAR0045202
What sections of the site did you primarily visit today? (Please select all that apply.) About the FTC
Checkbox, one-up vertical Multi Y Skip Logic Group Sections of Site



News and Events








Enforcement








Policy








Tips and Advice








File a Complaint or Do Not Call








Bulk order site








Don't Know
Mutually exclusive






Other, please specify A




HAR0045203 A Please specify the section of the site you primarily visited today.

Text area, no char limit
N Skip Logic Group OE_Sections of Site
HAR0064368
How would you describe your experience navigating the site today? I had no difficulty navigating the site
Radio button, one-up vertical multi Y Skip Logic Group Navigation experience-single



I had some difficulty navigating the site. Z







I had a lot of difficulty navigating the site. Z




HAR0064383 Z What specific problems did you have with the site's navigation? (Please select all that apply.) Links and labels were confusing or didn't take me where expected
Checkbox, one-up vertical multi Y Skip Logic Group Navigation experience



Had difficulty finding relevant information








Too many options to choose from








Had technical difficulties (error messages, broken links, etc.)








Could not navigate back to previous information








I had a navigation difficulty not listed above: A




SAC7782 A Please specify your other navigation difficulty:

Text area, no char limit
N Skip Logic Group OE_Nav Experience
SAC7784
If you could make one improvement to ftc.gov, what would it be?

Text area, no char limit
N
One Improvement

Sheet 6: CQs (9-9-14)

Model Instance Name:

red & strike-through: DELETE





FTC.gov Satisfaction Survey

underlined & italicized: RE-ORDER





MID: 44tglcx05IE91JYUdxIBlA==
pink: ADDITION







blue + -->: REWORDING





Date: 9.3.14







FTC.gov Satisfaction Survey 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
SAC7765
How old are you? Under 18
Drop down, select one S Y
Age



18-24








25-34








35-44








45-54








55-64








65-74








75 and up








Prefer not to say





SAC7766
How frequently do you visit this site? This is my first visit
Radio button, one-up vertical Single Y
Visit Frequency



Every few months or less often








Monthly








Weekly








Several times a week








Daily





SAC7767
What is your primary reason for visiting ftc.gov today? Get news about the FTC or FTC Events
Radio button, one-up vertical Single Y Skip Logic Group Primary Reason



Get consumer tips B







Get business guidance








Report a scam or file a complaint








Comment on a rule-making








Learn about FTC Cases








Check the status of a merger review








Register for Do Not Call








Get news about the FTC or FTC Events








Report or learn about identity theft








Learn about scams or get other info for consumers








Learn about FTC cases or rules








Get info about a refund








Find an FTC report








Order resources to share with others








Other, please specify A




SAC7768 A Please specify your other reason for visiting ftc.gov today.

Text area, no char limit
N Skip Logic Group OE_Primary Reason
SAC7769 B If you were looking for consumer tips, which topics were you interested in? (Please check all that apply) Automobiles
Checkbox, one-up vertical Multi Y Skip Logic Group Consumer Tips



Computers & the Internet








Credit & Loans








Education, Scholarships, & Job Placement








Energy & the Environment








ID Theft, Privacy, & Services








Investments & Business Opportunities








Telemarketing & Telephone Services








Credit and Debit








Computers and Mobile Devices








Identity and Privacy








Health and Fitness








Jobs and Making Money








Scams






Shopping





Unwanted Calls, Emails, or Postal Mail





I was not looking for consumer tips today
Mutually exclusive



Other, please specify C




SAC7770 C Please specify the consumer topic that you were interested in.



N Skip Logic Group Other_Consumer Tips
SAC7771
What is your primary role in visiting ftc.gov today? Consumer or citizen
Radio button, one-up vertical Single Y Skip Logic Group Primary Role



Business Person








Law Enforcement








Government Employee








Attorney








Victim of fraud or identity theft








Business person or attorney








Law enforcement or government employee








Consumer advocate or educator








Academic








Media person or blogger








Other, please specify A




SAC7772 A Please specify your other role in visiting ftc.gov today.

Text area, no char limit
N Skip Logic Group OE_Primary Role
SAC7773
Did you accomplish what you wanted on ftc.gov today? Yes
Radio button, one-up vertical Single Y Skip Logic Group Accomplish



Partially A







No A




SAC7774 A Please specify what you were trying to accomplish during your visit to ftc.gov.

Text area, no char limit
N Skip Logic Group OE_Accomplish
HAR0045202
What sections of the site did you primarily visit today? (Please select all that apply.) About the FTC
Checkbox, one-up vertical Multi Y Skip Logic Group Sections of Site



News and Events








Enforcement








Policy








Tips and Advice








File a Complaint or Do Not Call








Bulk order site








Don't Know
Mutually exclusive






Other, please specify A




HAR0045203 A Please specify the section of the site you primarily visited today.

Text area, no char limit
N Skip Logic Group OE_Sections of Site
SAC7777
How did you learn about ftc.gov? Search Engine
Radio button, one-up vertical Single Y Skip Logic Group Arrive to Site



Referred by another website








Social media








News Source (magazine/newspaper/radio/television)








Referred by a friend or family member








Prior visit








Other, please specify A




SAC7778 A Please specify how you learned about ftc.gov

Text area, no char limit
N Skip Logic Group OE_Arrive to Site
SAC7779
How did you primarily look for information on the site today? Search feature
Radio button, one-up vertical Single Y Skip Logic Group Look for Info



Advanced search tool








Top and Left navigation bar








Links in the center of the page








Bottom navigation links








Other, please specify A




SAC7780 A Please specify how you looked for information on the site today.

Text area, no char limit
N Skip Logic Group OE_Look for Info
SAC7781
How would you describe your experience navigating the site today? (Please select all that apply.) I had no difficulty navigating the site
Checkbox, one-up vertical multi Y Skip Logic Group Navigation experience



I had some difficulty navigating the site. Z







I had a lot of difficulty navigating the site. Z







Links often did not take me where I expected








Had difficulty finding relevant information








Links/labels are difficult to understand








Too many links/navigational options to choose from








Had technical difficulties (error messages, broken links, etc.)








Could not navigate back to previous information








I had a navigation difficulty not listed above: A






How would you describe your experience navigating the site today? I had no difficulty navigating the site
Radio button, one-up vertical multi Y Skip Logic Group Navigation experience



I had some difficulty navigating the site. Z







I had a lot of difficulty navigating the site. Z





Z What specific problems did you have with the site's navigation? (Please select all that apply.) Links and labels were confusing or didn't take me where expected
Checkbox, one-up vertical multi Y Skip Logic Group Navigation experience



Had difficulty finding relevant information








Too many options to choose from








Had technical difficulties (error messages, broken links, etc.)








Could not navigate back to previous information








I had a navigation difficulty not listed above: A




SAC7782 A Please specify your other navigation difficulty:

Text area, no char limit
N Skip Logic Group OE_Nav Experience
SAC7783
What do you think of ftc.gov's written content? Appropriate for my level of understanding
Radio button, one-up vertical Single Y
Site Content



Too complex








Too simplistic





SAC7784
If you could make one improvement to ftc.gov, what would it be?

Text area, no char limit
N
One Improvement

Sheet 7: CQS 8.18.14

Model Instance Name:

red & strike-through: DELETE





FTC.gov Satisfaction Survey

underlined & italicized: RE-ORDER





MID: 44tglcx05IE91JYUdxIBlA==
pink: ADDITION







blue + -->: REWORDING





Date: 9.3.14







FTC.gov Satisfaction Survey 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
SAC7765
How old are you? Under 18
Drop down, select one S Y
Age



18-24








25-34








35-44








45-54








55-64








65-74








75 and up








Prefer not to say





SAC7766
How frequently do you visit this site? This is my first visit
Radio button, one-up vertical Single Y
Visit Frequency



Every few months or less often








Monthly








Weekly








Several times a week








Daily





SAC7767
What is your primary reason for visiting ftc.gov today? Get news about the FTC or FTC Events
Radio button, one-up vertical Single Y Skip Logic Group Primary Reason



Get consumer tips B







Get business guidance








Report a consumer complaint








Comment on a rule-making








Learn about FTC Cases








Check the status of a merger review








Find an FTC report








Other, please specify A




SAC7768 A Please specify your other role in visiting ftc.gov today.

Text area, no char limit
N Skip Logic Group OE_Primary Reason
SAC7769 B If you were looking for consumer tips, which topics were you interested in? (Please check all that apply) Automobiles
Checkbox, one-up vertical Multi Y Skip Logic Group Consumer Tips



Computers & the Internet








Credit & Loans








Education, Scholarships, & Job Placement








Energy & the Environment








Health








ID Theft, Privacy, & Services








Investments & Business Opportunities








Shopping for Products & Services








Telemarketing & Telephone Services








Other, please specify C




SAC7770 C Please specify the consumer topic that you were interested in.



N Skip Logic Group Other_Consumer Tips
SAC7771
What is your primary role in visiting ftc.gov today? Consumer
Radio button, one-up vertical Single Y Skip Logic Group Primary Role



Business Person








Law Enforcement








Government Employee








Attorney








Consumer Advocate/Educator








Academic








Media/Blogger








Other, please specify A




SAC7772 A Please specify your other role in visiting ftc.gov today.

Text area, no char limit
N Skip Logic Group OE_Primary Role
SAC7773
Did you accomplish what you wanted on ftc.gov today? Yes
Radio button, one-up vertical Single Y Skip Logic Group Accomplish



Partially A







No A




SAC7774 A Please specify what you were trying to accomplish during your visit to ftc.gov.

Text area, no char limit
N Skip Logic Group OE_Accomplish
HAR0045202
What sections of the site did you primarily visit today? (Please select all that apply.) About the FTC
Checkbox, one-up vertical Multi Y Skip Logic Group Sections of Site



News and events








Enforcement








Policy








Tips and advice








Don't Know








Other, please specify A




HAR0045203 A Please specify the section of the site you primarily visited today.

Text area, no char limit
N Skip Logic Group OE_Sections of Site
SAC7777
How did you learn about ftc.gov? Search Engine
Radio button, one-up vertical Single Y Skip Logic Group Arrive to Site



Referred by another website








Social media








News Source (magazine/newspaper/radio/television)








Referred by a friend or family member








Prior visit








Other, please specify A




SAC7778 A Please specify how you learned about ftc.gov

Text area, no char limit
N Skip Logic Group OE_Arrive to Site
SAC7779
How did you primarily look for information on the site today? Search feature
Radio button, one-up vertical Single Y Skip Logic Group Look for Info



Advanced search tool








Top and Left navigation bar








Links in the center of the page








Bottom navigation links








Other, please specify A




SAC7780 A Please specify how you looked for information on the site today.

Text area, no char limit
N Skip Logic Group OE_Look for Info
SAC7781
How would you describe your experience navigating the site today? (Please select all that apply.) I had no difficulty navigating the site
Checkbox, one-up vertical multi Y Skip Logic Group Navigation experience



Links often did not take me where I expected








Had difficulty finding relevant information








Links/labels are difficult to understand








Too many links/navigational options to choose from








Had technical difficulties (error messages, broken links, etc.)








Could not navigate back to previous information








I had a navigation difficulty not listed above: A




SAC7782 A Please specify your other navigation difficulty:

Text area, no char limit
N Skip Logic Group OE_Nav Experience
SAC7783
What do you think of ftc.gov's written content? Appropriate for my level of understanding
Radio button, one-up vertical Single Y
Site Content



Too complex








Too simplistic





SAC7784
If you could make one improvement to ftc.gov, what would it be?

Text area, no char limit
N
One Improvement





































































































Sheet 8: CQ edits for DOT 8.12.14

Model Instance Name:

red & strike-through: DELETE





FTC.gov Satisfaction Survey

underlined & italicized: RE-ORDER





MID: 44tglcx05IE91JYUdxIBlA==
pink: ADDITION







blue + -->: REWORDING





Date: 8.12.14







FTC.gov Satisfaction Survey 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
SAC7765
How old are you? Under 18
Drop down, select one S Y
Age



18-24








25-34








35-44








45-54








55-64








65-74








75 and up








Prefer not to say





SAC7766
How frequently do you visit this site? This is my first visit
Radio button, one-up vertical Single Y
Visit Frequency



Every few months or less often A







Monthly A







Weekly A







Several times a week A







Daily A




HAR0045182 A Did you notice any changes to ftc.gov during your visit today? Yes B,C,D,E Radio button, one-up vertical S Y Skip Logic Group HP-Homepage change



No





HAR0045183 B Please tell us whether you agree or disagree with the following statements about the new home page:
The new site look and feel is visually pleasing.
Strongly Disagree
Drop down, select one S Y Skip Logic Group HP-Look & Feel



Disagree








Neutral








Agree








Strongly Agree








Don't know





HAR0045184 C The new site made it easier to determine which section I needed to navigate to. Strongly Disagree
Drop down, select one S Y Skip Logic Group HP-Nav



Disagree








Neutral








Agree








Strongly Agree








Don't know





HAR0045185 D The new layout on the site made it easier to find the information I was looking for. Strongly Disagree
Drop down, select one S Y Skip Logic Group HP-Find Info



Disagree








Neutral








Agree








Strongly Agree








Don't know





HAR0045186 E The new site design is an improvement over the previous design. Strongly Disagree
Drop down, select one S Y Skip Logic Group HP-Improvement from prev



Disagree








Neutral








Agree








Strongly Agree








Don't know





SAC7767
What is your primary reason for visiting ftc.gov today? Get news about the FTC or FTC Events
Radio button, one-up vertical Single Y Skip Logic Group Primary Reason



Get consumer tips B







Get business guidance








Report a consumer complaint








Comment on a rule-making








Learn about FTC Cases








Check the status of a merger review








Find an FTC report








Other, please specify A




SAC7768 A Please specify your other role in visiting ftc.gov today.

Text area, no char limit
N Skip Logic Group OE_Primary Reason
SAC7769 B If you were looking for consumer tips, which topics were you interested in? (Please check all that apply) Automobiles
Checkbox, one-up vertical Multi Y Skip Logic Group Consumer Tips



Computers & the Internet








Credit & Loans








Education, Scholarships, & Job Placement








Energy & the Environment








Health








ID Theft, Privacy, & Services








Investments & Business Opportunities








Shopping for Products & Services








Telemarketing & Telephone Services








Other, please specify C




SAC7770 C Please specify the consumer topic that you were interested in.



N Skip Logic Group Other_Consumer Tips
SAC7771
What is your primary role in visiting ftc.gov today? Consumer
Radio button, one-up vertical Single Y Skip Logic Group Primary Role



Business Person








Law Enforcement








Government Employee








Attorney








Consumer Advocate/Educator








Academic








Media/Blogger








Other, please specify A




SAC7772 A Please specify your other role in visiting ftc.gov today.

Text area, no char limit
N Skip Logic Group OE_Primary Role
SAC7773
Did you accomplish what you wanted on ftc.gov today? Yes
Radio button, one-up vertical Single Y Skip Logic Group Accomplish



Partially A







No A




SAC7774 A Please specify what you were trying to accomplish during your visit to ftc.gov.

Text area, no char limit
N Skip Logic Group OE_Accomplish
HAR0045202
What sections of the site did you primarily visit today? (Please select all that apply.) About the FTC
Checkbox, one-up vertical Multi Y Skip Logic Group Sections of Site



News and events








Enforcement








Policy








Tips and advice








Don't Know








Other, please specify A




HAR0045203 A Please specify the section of the site you primarily visited today.

Text area, no char limit
N Skip Logic Group OE_Sections of Site
SAC7777
How did you learn about ftc.gov? Search Engine
Radio button, one-up vertical Single Y Skip Logic Group Arrive to Site



Referred by another website








Social media








News Source (magazine/newspaper/radio/television)








Referred by a friend or family member








Prior visit








Other, please specify A




SAC7778 A Please specify how you learned about ftc.gov

Text area, no char limit
N Skip Logic Group OE_Arrive to Site
SAC7779
How did you primarily look for information on the site today? Search feature
Radio button, one-up vertical Single Y Skip Logic Group Look for Info



Advanced search tool








Top and Left navigation bar








Links in the center of the page








Bottom navigation links








Other, please specify A




SAC7780 A Please specify how you looked for information on the site today.

Text area, no char limit
N Skip Logic Group OE_Look for Info
SAC7781
How would you describe your experience navigating the site today? (Please select all that apply.) I had no difficulty navigating the site
Checkbox, one-up vertical multi Y Skip Logic Group Navigation experience



Links often did not take me where I expected








Had difficulty finding relevant information








Links/labels are difficult to understand








Too many links/navigational options to choose from








Had technical difficulties (error messages, broken links, etc.)








Could not navigate back to previous information








I had a navigation difficulty not listed above: A




SAC7782 A Please specify your other navigation difficulty:

Text area, no char limit
N Skip Logic Group OE_Nav Experience
SAC7783
What do you think of ftc.gov's written content? Appropriate for my level of understanding
Radio button, one-up vertical Single Y
Site Content



Too complex








Too simplistic





SAC7784
If you could make one improvement to ftc.gov, what would it be?

Text area, no char limit
N
One Improvement





































































































Sheet 9: CQs 12.9.13

Model Instance Name:

red & strike-through: DELETE





FTC.gov Satisfaction Survey

underlined & italicized: RE-ORDER





MID: 44tglcx05IE91JYUdxIBlA==
pink: ADDITION







blue + -->: REWORDING





Date: 11/5/2013







FTC.gov Satisfaction Survey 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
SAC7765
How old are you? Under 18
Drop down, select one S Y
Age



18-24








25-34








35-44








45-54








55-64








65-74








75 and up








Prefer not to say





SAC7766
How frequently do you visit this site? This is my first visit
Radio button, one-up vertical Single Y
Visit Frequency



Every few months or less often A







Monthly A







Weekly A







Several times a week A







Daily A




HAR0045182 A Did you notice any changes to ftc.gov during your visit today? Yes B,C,D,E Radio button, one-up vertical S Y Skip Logic Group HP-Homepage change



No





HAR0045183 B Please tell us whether you agree or disagree with the following statements about the new home page:
The new site look and feel is visually pleasing.
Strongly Disagree
Drop down, select one S Y Skip Logic Group HP-Look & Feel



Disagree








Neutral








Agree








Strongly Agree








Don't know





HAR0045184 C The new site made it easier to determine which section I needed to navigate to. Strongly Disagree
Drop down, select one S Y Skip Logic Group HP-Nav



Disagree








Neutral








Agree








Strongly Agree








Don't know





HAR0045185 D The new layout on the site made it easier to find the information I was looking for. Strongly Disagree
Drop down, select one S Y Skip Logic Group HP-Find Info



Disagree








Neutral








Agree








Strongly Agree








Don't know





HAR0045186 E The new site design is an improvement over the previous design. Strongly Disagree
Drop down, select one S Y Skip Logic Group HP-Improvement from prev



Disagree








Neutral








Agree








Strongly Agree








Don't know





SAC7767
What is your primary reason for visiting ftc.gov today? Get news about the FTC or FTC Events
Radio button, one-up vertical Single Y Skip Logic Group Primary Reason



Get consumer tips B







Get business guidance








Report a consumer complaint








Comment on a rule-making








Learn about FTC Cases








Check the status of a merger review








Find an FTC report








Other, please specify A




SAC7768 A Please specify your other role in visiting ftc.gov today.

Text area, no char limit
N Skip Logic Group OE_Primary Reason
SAC7769 B If you were looking for consumer tips, which topics were you interested in? (Please check all that apply) Automobiles
Checkbox, one-up vertical Multi Y Skip Logic Group Consumer Tips



Computers & the Internet








Credit & Loans








Education, Scholarships, & Job Placement








Energy & the Environment








Health








ID Theft, Privacy, & Services








Investments & Business Opportunities








Shopping for Products & Services








Telemarketing & Telephone Services








Other, please specify C




SAC7770 C Please specify the consumer topic that you were interested in.



N Skip Logic Group Other_Consumer Tips
SAC7771
What is your primary role in visiting ftc.gov today? Consumer
Radio button, one-up vertical Single Y Skip Logic Group Primary Role



Business Person








Law Enforcement








Government Employee








Attorney








Consumer Advocate/Educator








Academic








Media/Blogger








Other, please specify A




SAC7772 A Please specify your other role in visiting ftc.gov today.

Text area, no char limit
N Skip Logic Group OE_Primary Role
SAC7773
Did you accomplish what you wanted on ftc.gov today? Yes
Radio button, one-up vertical Single Y Skip Logic Group Accomplish



Partially A







No A




SAC7774 A Please specify what you were trying to accomplish during your visit to ftc.gov.

Text area, no char limit
N Skip Logic Group OE_Accomplish
HAR0045202
What sections of the site did you primarily visit today? (Please select all that apply.) About the FTC
Checkbox, one-up vertical Multi Y Skip Logic Group Sections of Site



News and events








Enforcement








Policy








Tips and advice








Don't Know








Other, please specify A




HAR0045203 A Please specify the section of the site you primarily visited today.

Text area, no char limit
N Skip Logic Group OE_Sections of Site
SAC7777
How did you learn about ftc.gov? Search Engine
Radio button, one-up vertical Single Y Skip Logic Group Arrive to Site



Referred by another website








Social media








News Source (magazine/newspaper/radio/television)








Referred by a friend or family member








Prior visit








Other, please specify A




SAC7778 A Please specify how you learned about ftc.gov

Text area, no char limit
N Skip Logic Group OE_Arrive to Site
SAC7779
How did you primarily look for information on the site today? Search feature
Radio button, one-up vertical Single Y Skip Logic Group Look for Info



Advanced search tool








Top and Left navigation bar








Links in the center of the page








Bottom navigation links








Other, please specify A




SAC7780 A Please specify how you looked for information on the site today.

Text area, no char limit
N Skip Logic Group OE_Look for Info
SAC7781
How would you describe your experience navigating the site today? (Please select all that apply.) I had no difficulty navigating the site
Checkbox, one-up vertical multi Y Skip Logic Group Navigation experience



Links often did not take me where I expected








Had difficulty finding relevant information








Links/labels are difficult to understand








Too many links/navigational options to choose from








Had technical difficulties (error messages, broken links, etc.)








Could not navigate back to previous information








I had a navigation difficulty not listed above: A




SAC7782 A Please specify your other navigation difficulty:

Text area, no char limit
N Skip Logic Group OE_Nav Experience
SAC7783
What do you think of ftc.gov's written content? Appropriate for my level of understanding
Radio button, one-up vertical Single Y
Site Content



Too complex








Too simplistic





SAC7784
If you could make one improvement to ftc.gov, what would it be?

Text area, no char limit
N
One Improvement





































































































Sheet 10: Custom Qsts (12-9-13)

Model Instance Name:

red & strike-through: DELETE





FTC.gov Satisfaction Survey

underlined & italicized: RE-ORDER





MID: 44tglcx05IE91JYUdxIBlA==
pink: ADDITION







blue + -->: REWORDING





Date: 11/5/2013







FTC.gov Satisfaction Survey 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
SAC7765
How old are you? Under 18
Drop down, select one S Y
Age



18-24








25-34








35-44








45-54








55-64








65-74








75 and up








Prefer not to say





SAC7766
How frequently do you visit this site? This is my first visit
Radio button, one-up vertical Single Y
Visit Frequency



Every few months or less often A







Monthly A







Weekly A







Several times a week A







Daily A




NEW A Did you notice any changes to ftc.gov during your visit today? Yes B,C,D,E Radio button, one-up vertical S Y Skip Logic Group HP-Homepage change



No





NEW B Please tell us whether you agree or disagree with the following statements about the new home page:
The new site look and feel is visually pleasing.
Strongly Disagree
Drop down, select one S Y Skip Logic Group HP-Look & Feel



Disagree








Neutral








Agree








Strongly Agree








Don't know





NEW C The new site made it easier to determine which section I needed to navigate to. Strongly Disagree
Drop down, select one S Y Skip Logic Group HP-Nav



Disagree








Neutral








Agree








Strongly Agree








Don't know





NEW D The new layout on the site made it easier to find the information I was looking for. Strongly Disagree
Drop down, select one S Y Skip Logic Group HP-Find Info



Disagree








Neutral








Agree








Strongly Agree








Don't know





NEW E The new site design is an improvement over the previous design. Strongly Disagree
Drop down, select one S Y Skip Logic Group HP-Improvement from prev



Disagree








Neutral








Agree








Strongly Agree








Don't know





SAC7767
What is your primary reason for visiting ftc.gov today? Get news about the FTC or FTC Events
Radio button, one-up vertical Single Y Skip Logic Group Primary Reason



Get consumer tips B







Get business guidance








Report a consumer complaint








Comment on a rule-making








Learn about FTC Cases








Check the status of a merger review








Find an FTC report








Other, please specify A




SAC7768 A Please specify your other role in visiting ftc.gov today.

Text area, no char limit
N Skip Logic Group OE_Primary Reason
SAC7769 B If you were looking for consumer tips, which topics were you interested in? (Please check all that apply) Automobiles
Checkbox, one-up vertical Multi Y Skip Logic Group Consumer Tips



Computers & the Internet








Credit & Loans








Education, Scholarships, & Job Placement








Energy & the Environment








Health








ID Theft, Privacy, & Services








Investments & Business Opportunities








Shopping for Products & Services








Telemarketing & Telephone Services








Other, please specify C




SAC7770 C Please specify the consumer topic that you were interested in.



N Skip Logic Group Other_Consumer Tips
SAC7771
What is your primary role in visiting ftc.gov today? Consumer
Radio button, one-up vertical Single Y Skip Logic Group Primary Role



Business Person








Law Enforcement








Government Employee








Attorney








Consumer Advocate/Educator








Academic








Media/Blogger








Other, please specify A




SAC7772 A Please specify your other role in visiting ftc.gov today.

Text area, no char limit
N Skip Logic Group OE_Primary Role
SAC7773
Did you accomplish what you wanted on ftc.gov today? Yes
Radio button, one-up vertical Single Y Skip Logic Group Accomplish



Partially A







No A




SAC7774 A Please specify what you were trying to accomplish during your visit to ftc.gov.

Text area, no char limit
N Skip Logic Group OE_Accomplish
NEW
What sections of the site did you primarily visit today? (Please select all that apply.) About the FTC
Checkbox, one-up vertical Multi Y Skip Logic Group Sections of Site



News and events








Enforcement








Policy








Tips and advice








Don't Know








Other, please specify A




NEW A Please specify the section of the site you primarily visited today.

Text area, no char limit
N Skip Logic Group OE_Sections of Site
SAC7775
What sections of the site did you primarily visit today? (Please select all that apply.) Actions
Checkbox, one-up vertical Multi Y Skip Logic Group Sections of Site



Competition








Congressional








Consumer Protection








Economics








General Counsel








International Affairs








News








Policy








Don't Know








Other, please specify A




SAC7776 A Please specify the section of the site you primarily visited today.

Text area, no char limit
N Skip Logic Group OE_Sections of Site
SAC7777
How did you learn about ftc.gov? Search Engine
Radio button, one-up vertical Single Y Skip Logic Group Arrive to Site



Referred by another website








Social media








News Source (magazine/newspaper/radio/television)








Referred by a friend or family member








Prior visit








Other, please specify A




SAC7778 A Please specify how you learned about ftc.gov

Text area, no char limit
N Skip Logic Group OE_Arrive to Site
SAC7779
How did you primarily look for information on the site today? Search feature
Radio button, one-up vertical Single Y Skip Logic Group Look for Info



Advanced search tool








Top navigation bar








Right "Hot Topics" navigation bar








Top and Left navigation bar








Links in the center of the page








Site Map








Bottom navigation links








Other, please specify A




SAC7780 A Please specify how you looked for information on the site today.

Text area, no char limit
N Skip Logic Group OE_Look for Info
SAC7781
How would you describe your experience navigating the site today? (Please select all that apply.) I had no difficulty navigating the site
Checkbox, one-up vertical multi Y Skip Logic Group Navigation experience



Links often did not take me where I expected








Had difficulty finding relevant information








Links/labels are difficult to understand








Too many links/navigational options to choose from








Had technical difficulties (error messages, broken links, etc.)








Could not navigate back to previous information








I had a navigation difficulty not listed above: A




SAC7782 A Please specify your other navigation difficulty:

Text area, no char limit
N Skip Logic Group OE_Nav Experience
SAC7783
What do you think of ftc.gov's written content? Appropriate for my level of understanding
Radio button, one-up vertical Single Y
Site Content



Too complex








Too simplistic





SAC7784
If you could make one improvement to ftc.gov, what would it be?

Text area, no char limit
N
One Improvement




































































































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