Form 864 2014 SSA Main Mobile Survey

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

2014 864 SSA Main Mobile Survey.xlsx

2014 864 SSA Main Mobile Survey

OMB: 1090-0008

Document [xlsx]
Download: xlsx | pdf

Overview

Welcome and Thank You Text
Model Qsts
Current CQs
Current CQs (9-25-14)


Sheet 1: Welcome and Thank You Text







Welcome and Thank You Text


















Welcome Text
Thank You Text






Thank you for visiting SSA.gov. 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 for taking our survey - and for helping us serve you better. We appreciate your input!







































Welcome Text - Alternate
Thank You Text - Alternate






Thank you for visiting SSA.gov. You have been randomly selected to take part in this survey that is being conducted by ForeSee on behalf of the Social Security Administration. Please take a few minutes to give us your feedback. All results are strictly confidential.
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 web site.





















































































Sheet 2: Model Qsts

Model Name
SSA Main-Mobile



Red & Strike-Through: Delete
Model ID
BkUZRJUBJdFw8Zdxl9gZ1Q4C



Underlined & Italicized: Re-order
Partitioned
No



Pink: Addition
Date
7/22/2014



Blue: Reword










Label Element Questions
Label Satisfaction Questions
Label Future Behaviors





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

Satisfaction

Recommend (1=Very Unlikely, 10=Very Likely)
1 Look and Feel - Appeal Please rate the visual appeal of this mobile site. 9 Satisfaction - Overall What is your overall satisfaction with this mobile site?
(1=Very Dissatisfied, 10=Very Satisfied)
12 Recommend How likely are you to recommend this mobile site to someone else?
2 Look and Feel - Readability Please rate the readability of the pages on this mobile site. 10 Satisfaction - Expectations How well does this mobile site meet your expectations?
(1=Falls Short, 10=Exceeds)


Return (1=Very Unlikely, 10=Very Likely)


Navigation (1=Poor, 10=Excellent, Don't Know) 11 Satisfaction - Ideal How does this site compare to your idea of an mobile website?
(1=Not Very Close, 10=Very Close)
13 Return How likely are you to return to this mobile site?
3 Navigation - Organized Please rate how well this mobile site is organized.





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







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





5 Site Information - Thoroughness Please rate the thoroughness of information provided on this mobile site.





6 Site Information - Answers Please rate how well this mobile site’s information provides answers to your questions.







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





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





8 Site Performance - Completeness Please rate how completely the page content loads on this mobile site.












































































































































































































Sheet 3: Current CQs

Model Name SSA Main-Mobile


Red & Strike-Through: Delete


Model ID BkUZRJUBJdFw8Zdxl9gZ1Q4C


Underlined & Italicized: Re-order

Partitioned No


Pink: Addition

Date 8/13/2014


Blue: Reword











QID Skip From Question Text Answer Choices Skip To Required
Y/N
Type Special Instructions CQ Label
LNH5416Q001
Have you visited this mobile site before? This is my first visit.
Y Checkbox, one-up vertical Mutually Exclusive Visit Frequency



I have visited before from a smartphone.








I have visited before from a desktop computer.








I have visited before from a tablet.








I am not sure.


Mutually Exclusive

LNH5416Q002
Which role best describes you? I am currently entitled to or receive monthly Social Security benefits (e.g., retirement, survivor, spouse, disability, or Supplemental Security Income benefits).
Y Radio button, one-up vertical OPS Group* Role



I am currently entitled to or receive Medicare Only benefits.








I do not currently receive Social Security benefits (e.g. retirement, survivor, spouse, disability, Medicare, or Supplemental Security Income benefits)








I am currently in the process of applying for monthly Social Security benefits (e.g. retirement, survivor, spouse, disability, Medicare, or Supplemental Security Income benefits)








I am a professional helping someone else with a Social Security matter.








I am an employer looking for Social Security information and/or services.








Other (please specify) A




LNH5416Q003 A What other role best describes you?

N Text field, <100 char OPS Group* OPS_Role
LNH5416Q004
What was the primary reason for your visit today? To learn about Social Security benefits
Y Radio button, one-up vertical OPS Group* Primary Reason



To help someone else with a Social Security matter








To plan for my future benefits (e.g., view my Social Security Statement, estimate my benefits, determine when to file, learn what information will be needed, etc.)








To apply for Social Security benefits (including retirement, survivor, spouse, disability, Medicare, and Supplemental Security Income [SSI] benefits)








To manage the benefits I currently receive from Social Security








To check the status of my recently filed Social Security application








To find out how to apply for or replace a Social Security number or card








To change my address








To sign up for bank direct deposit or change my bank direct deposit information








To obtain SSA contact information (i.e., 1-800 number, address for local SSA office, etc.)








To request a form or publication








Other (please specify) A




LNH5416Q005 A What was the other primary reason for your visit today?

N Text field, <100 char OPS Group* OPS_Primary Reason
LNH5416Q006
Did you find what you were looking for or successfully complete your online transaction today? Yes
Y Radio button, one-up vertical Skip Logic Group* Accomplish Task



Not yet, still looking A







Not looking for anything specific





LNH5416Q007 A Please select the online transaction you were attempting to complete on your mobile device or tablet (Select all that apply): Create a my Social Security account
Y Checkbox, one-up vertical Skip Logic Group* Why Not Accomplsih



Access a previously established my Social Security account








Appeal a Social Security descision








Apply for benefits








Manage the benefits I currently receive (e.g. change my address or direct deposit information)








Request a benefit verfication letter








Check my benefit and payment information








View or download my Social Security statement








Check the status of my pending application for Social Security benefits








Seeking Social Security contact informaiton (e.g., 1-800 number, address of my local Social Security office, special help desk, how to email Social Security, chat with a Social Security agent, etc.)








Use the Retirement Estimator








Replace a lost Social Security card








Change a name on a Social Security card (e.g., due to marriage or divorce)








Make an appointment with a local Social Security office








Use one of the services provided in Business Services Online








Other (please specify) B




LNH5416Q008 B Please describe the online transaction you were attempting to complete on your mobile device or tablet:

N Text area, no char limit Skip Logic Group* OPS_Why Not Accomplish
LNH5416Q009
Have you registered for a my Social Security account? Yes
Y Radio button, one-up vertical Skip Logic Group* Have mySSA Account



No A




LNH5416Q010 A What is the main reason you have not registered for a my Social Security account? I am unaware of what a my Social Security account is.
Y Radio button, one-up vertical Skip Logic Group* Why Not Have mySSA Account



I tried to register for a my Social Security account, but was unsuccessful.








I am currently trying to register for a my Social Security account.








I do not want a my Social Security account.








Other (please specify): AA




LNH5416Q011 AA Please tell us why you have not registered for a my Social Security account.

N Text area, no char limit Skip Logic Group* OPS_Why Not Have mySSA Account
LNH5416Q012
Do you have any suggestions regarding online services or applications you would like to see SSA make available on a mobile device or tablet?

N Text area, no char limit
Services Want to Access
LNH5416Q013
What is your age? Under 25
Y Radio button, one-up vertical
Age



25-39








40-59








60-63








64-65








66-67








68 or older








Prefer not to answer





LNH5416Q014
Do you have any suggestions for improving the services SSA offers via a mobile device?

N Text area, no char limit
OE_Improvement

Sheet 4: Current CQs (9-25-14)

Model Name SSA Main-Mobile


Red & Strike-Through: Delete


Model ID BkUZRJUBJdFw8Zdxl9gZ1Q4C


Underlined & Italicized: Re-order

Partitioned No


Pink: Addition

Date 8/13/2014


Blue: Reword











QID Skip From Question Text Answer Choices Skip To Required
Y/N
Type Special Instructions CQ Label
LNH5416Q001
Have you visited this mobile site before? This is my first visit.
Y Checkbox, one-up vertical Mutually Exclusive Visit Frequency



I have visited before from a smartphone.








I have visited before from a desktop computer.








I have visited before from a tablet.








I am not sure.


Mutually Exclusive

LNH5416Q002
Which role best describes you? I am currently entitled to or receive monthly Social Security benefits (e.g., retirement, survivor, spouse, disability, or Supplemental Security Income benefits).
Y Radio button, one-up vertical OPS Group* Role



I am currently entitled to or receive Medicare Only benefits.








I do not currently receive Social Security benefits (e.g. retirement, survivor, spouse, disability, Medicare, or Supplemental Security Income benefits)








I am currently in the process of applying for monthly Social Security benefits (e.g. retirement, survivor, spouse, disability, Medicare, or Supplemental Security Income benefits)








I am a professional helping someone else with a Social Security matter.








I am an employer looking for Social Security information and/or services.








Other (please specify) A




LNH5416Q003 A What other role best describes you?

N Text field, <100 char OPS Group* OPS_Role
LNH5416Q004
What was the primary reason for your visit today? To learn about Social Security benefits
Y Radio button, one-up vertical OPS Group* Primary Reason



To help someone else with a Social Security matter








To plan for my future benefits (e.g., view my Social Security Statement, estimate my benefits, determine when to file, learn what information will be needed, etc.)








To apply for Social Security benefits (including retirement, survivor, spouse, disability, Medicare, and Supplemental Security Income [SSI] benefits)








To manage the benefits I currently receive from Social Security








To check the status of my recently filed Social Security application








To find out how to apply for or replace a Social Security number or card








To change my address








To sign up for bank direct deposit or change my bank direct deposit information








To obtain SSA contact information (i.e., 1-800 number, address for local SSA office, etc.)








To request a form or publication








Other (please specify) A




LNH5416Q005 A What was the other primary reason for your visit today?

N Text field, <100 char OPS Group* OPS_Primary Reason
LNH5416Q006
Did you find what you were looking for or successfully complete your online transaction today? Yes
Y Radio button, one-up vertical Skip Logic Group* Accomplish Task



Not yet, still looking A







Not looking for anything specific





LNH5416Q007 A Please select the online transaction you were attempting to complete on your mobile device or tablet (Select all that apply): Create a my Social Security account
Y Checkbox, one-up vertical Skip Logic Group* Why Not Accomplsih



Access a previously established my Social Security account








Appeal a Social Security descision








Apply for benefits








Manage the benefits I currently receive (e.g. change my address or direct deposit information)








Request a benefit verfication letter








Check my benefit and payment information








View or download my Social Security statement








Check the status of my pending application for Social Security benefits








Seeking Social Security contact informaiton (e.g., 1-800 number, address of my local Social Security office, special help desk, how to email Social Security, chat with a Social Security agent, etc.)








Use the Retirement Estimator








Replace a lost Social Security card








Change a name on a Social Security card (e.g., due to marriage or divorce)








Make an appointment with a local Social Security office








Use one of the services provided in Business Services Online








Other (please specify) B




LNH5416Q008 B Please describe the online transaction you were attempting to complete on your mobile device or tablet:

N Text area, no char limit Skip Logic Group* OPS_Why Not Accomplish
LNH5416Q009
Have you registered for a my Social Security account? Yes
Y Radio button, one-up vertical Skip Logic Group* Have mySSA Account



No A




LNH5416Q010 A What is the main reason you have not registered for a my Social Security account? I am unaware of what a my Social Security account is.
Y Radio button, one-up vertical Skip Logic Group* Why Not Have mySSA Account



I tried to register for a my Social Security account, but was unsuccessful.








I am currently trying to register for a my Social Security account.








I do not want a my Social Security account.








Other (please specify): AA




LNH5416Q011 AA Please tell us why you have not registered for a my Social Security account.

N Text area, no char limit Skip Logic Group* OPS_Why Not Have mySSA Account
LNH5416Q012
Do you have any suggestions regarding online services or applications you would like to see SSA make available on a mobile device or tablet?

N Text area, no char limit
Services Want to Access
LNH5416Q013
What is your age? Under 25
Y Radio button, one-up vertical
Age



25-39








40-59








60-63








64-65








66-67








68 or older








Prefer not to answer





LNH5416Q014
Do you have any suggestions for improving the services SSA offers via a mobile device?

N Text area, no char limit
OE_Improvement
File Typeapplication/vnd.openxmlformats-officedocument.spreadsheetml.sheet
File Modified0000-00-00
File Created0000-00-00

© 2024 OMB.report | Privacy Policy