EBSA Participant Assistance Program Customer Survey

DOL Generic Solution for Customer Satisfaction Surveys and Conference Evaluations

US_DOL_EBSA_2015_CE11_Outbound_Revised _Q3_changes

EBSA Participant Assistance Program Customer Survey

OMB: 1225-0059

Document [docx]
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Outbound

FIELD FINAL

US DOL EBSA 2015 CE11

Export Date: 1/16/2015 12:02:31 PM

US Department of Labor


Project # 163469

Translations: YES

Verbatims: YES



Practice: Customer

QBank Id: 10073

Field Date: January, 2015

Quota:



Eldo Project:

Study Code:

Group ID:

US DEPARTMENT OF LABOR EBSA '15 Q

i256

dol70256



PA: TODD JENSEN

CS: DAWN ROYAL

DESIGNER: TERI FISHER

PROGRAMMER: MARK PETERSON



QID:120772 Gallup®, The Gallup Poll®, and CE11® are trademarks of Gallup, Inc. All other trademarks are the property of their respective owners. Copyright © 1994-2000, 2010-2015 Gallup, Inc. All rights reserved.



CASEID

QID:36526 I.D.#


CASEID(1-6)


FVALIFON

QID:1528 **AREA CODE AND TELEPHONE NUMBER:


FVALIFON(1161-1179)


CINTTIME

QID:963 **INTERVIEW TIME:


CINTTIME(1716-1721)


SA

QID:134507 DATE OF INTERVIEW:


SA(1931-1938)


SB

QID:134508 INQUIRY RECORD NUMBER (CONTROL_ID):

(Programmer: Code from fone file)


SB(60-74)


SC

QID:134509 BENEFIT ADVISOR NUMBER/ID (STAFF):

(Programmer: Code from fone file)


SC(195-204)


SD

QID:134510 DATE CLOSED (CLOSING_DATE):

(Programmer: Code from fone file)


SD(245-264)


SE

QID:45204 INQUIRER FIRST NAME (FIRST_NAME):

(Programmer: Code from fone file)


SE(75-109)


SF

QID:3213 INQUIRER LAST NAME (LAST_NAME):

(Programmer: Code from fone file)


SF(110-154)


SK

QID:47255 INQUIRER ZIP CODE (ZIP_CODE):

(Programmer: Code from fone file)


SK(175-184)


SL

QID:134511 CLOSURE ANALYSIS (CLOSURE_ANALYSIS):

(Programmer: Code from fone file)


(Programmer: Allow 5 entries)


01

Benefit Claim – Assistance (BCA)

02

Recovery (BVR)

03

Referral for Enforcement (BVE)

04

Secondary Lead (BVESL)

05

Referral as Abandoned Plan (BVADV)

06

Not Valid (BN)


# of Responses: 5


SL(401-402)

SL_1(516-517)

SL_2(518-519)

SL_3(520-521)

SL_4(522-523)

SL_5(524-525)


SM

QID:134512 SUBJECT ENTRY CODE (SUBJECT):

(Programmer: Code from fone file)


(Programmer: Allow 5 entries)


001

NBI: Not Benefits Issue

002

NCP: Not Covered Pension

003

NCW: Not Covered Welfare

004

NTI: Not Title I Issue

005

PRE: Pre-ERISA

006

UNK: Unknown

007

GER: General EBSA Request

008

RD: Reporting & Disclosure

009

PDD: Disclosure Requirements

010

PDR: Reporting Requirements

011

JSQDRO: Joint & Survivor, QDRO

012

PJS: Joint and Survivor

013

PQD: Qualified Domestic Relations Order

014

PF: Fiduciary

015

PFB: Bankruptcy

016

PFC: Participant Contributions

017

PFE: Employer Contributions

018

PFN: Abandoned Plan

019

PFA: Administrative Fees

020

PFF: Fund Investment Fees

021

PFI: Investment of Funds

022

PFD: Default Investments

023

PFT: Prohibited Transaction

024

PGA: Plan General Administration

025

PB: Pension Benefits

026

PBE: Benefit Eligibility

027

PBD: Benefit Distributions

028

PBC: Pension Benefits, Can't Locate Plan

029

PBS: Pension Benefits, Social Security Notice

030

WRD: Reporting & Disclosure

031

WDD: Disclosure Requirements

032

WDR: Reporting Requirements

033

WF: Fiduciary

034

WFA: Administrative Fees

035

WFB: Bankruptcy

036

WFI: Paid Premiums/Insurance Cancelled

037

WFS: Self-Insured, No Funds

038

WGA: Plan General Administration

039

WWB: Welfare Benefits

040

WBE: Benefit Eligibility/Participating

041

WBP: Benefit Payments

042

WRC: Retiree Health

043

WCOBRA: COBRA

044

WCE: COBRA Eligibility

045

WCU: COBRA Under 20 Employees

046

WCN: COBRA Notices

047

WCD: COBRA Duration Coverage

048

WCP: COBRA Premiums

049

WCS: COBRA Successor Plans/Employer

050

WCI: COBRA Conversion to Individual Coverage

051

COBRA_CPA: COBRA Premium Assistance

052

WCX: General ARRA Assistance

053

WCC: COBRA Subsidy Denial

054

WHIPAA: HIPAA

055

WHP: HIPAA Pre-Existing Conditions

056

WHC: HIPAA Certificates of Creditable Coverage

057

WHS: HIPAA Special Enrollment Rights

058

WHD: HIPAA Discrimination/Health Status

059

WHG: HIPAA Group to Individual Policy

060

WHM: Mental Health Parity

061

WHN: Newborns' & Mothers' Act

062

WHW: Women’s Health & Cancer Rights Act

063

WRA: Health Reform Assistance

064

OTH: Other


# of Responses: 5


SM_1(501-503)

SM_2(504-506)

SM_3(507-509)

SM_4(510-512)

SM_5(513-515)


SN

QID:134513 REGION:

(Programmer: Code from fone file)


01

Atlanta and Miami (40 and 42)

02

Boston (31)

03

Chicago (50)

04

Cincinnati (43)

05

Dallas (63)

06

Kansas City (60)

07

Los Angeles (72)

08

New York (30)

09

Philadelphia and Washington DC (20 and 22)

10

San Francisco and Seattle (70 and 71)

11

National Office/OPA/DTAI (88)


SN(403-404)


SQ

QID:512331 OFFICE:

(Programmer: Code from fone file)


01

Atlanta (40)

02

Boston (31)

03

Chicago (50)

04

Cincinnati (43)

05

Dallas (63)

06

Kansas City (60)

07

Los Angeles (72)

08

Miami (42)

09

New York (30)

10

Philadelphia (20)

11

San Francisco (70)

12

Seattle (71)

13

Washington DC (22)


SQ(427-428)


SO

QID:134979 METHOD OF INQUIRY (CORRESPONDENCE_TYPE):

(Programmer: Code from fone file)


01

Telephone (T)

02

Routine Mail (M)

03

Web site (W)


SO(405-406)


SP

QID:153217 INITIAL DATE OF INQUIRY (INQUIRY START DATE):

(Programmer: Code from fone file)


SP(300-309)


QSQ

QID:134923 FORM

(Programmer: randomly assign each respondent to form 1 or form 2)

1

Form 1

2

Form 2


QSQ(xxx)



(Interviewer: ASK TO SPEAK TO INQUIRER NAME FROM FONE FILE:)

INTRO1

QID:120821 Hello, this is __________, from The Gallup Poll. We are calling on behalf of the Employee Benefits Security Administration or EBSA (say: E-B-S-A) of the U.S. Department of Labor. Our records indicate that you recently contacted EBSA concerning a pension or health benefits issue. We are conducting a very short poll about your interaction with this agency. It should take less than five minutes.

By law, I must inform you that the Paperwork Reduction Act requires Federal agencies to obtain Office of Management and Budget authorization before conducting any information collection, and persons are not required to respond to an information collection that is not currently approved. The Office of Management and Budget has authorized this survey for use through January 2016 under control number 1225-0059.

I want to assure you that Gallup and EBSA will protect your privacy. Your voluntary cooperation is requested to make the results of this study complete and accurate. Gallup will not share your individual responses with EBSA and your data will only be used in aggregate with responses of others like you.


1

Respondent available - (Continue)

4

No such person - (Thank and Terminate)

7

Respondent not available - (Set time to call back)

8

(Soft Refusal)

9

(Hard Refusal) - (Thank and Terminate)


INTRO1(2001)



(Programmer: All interviews are recorded. The recording begins when the respondent answers the phone. This statement is read after the "Continue" response is entered after the Introduction and before the first question.)

FRECCONS

QID:98881 This interview will be recorded for internal quality assurance.


1

(Continue)

2

(Refused) - (Thank and Terminate)


FRECCONS(1984)


S1

QID:134516 Do you recall [(If code 11 in SN, read:) sending a note to/(If code 01-10 in SN, read:) contacting] the Employee Benefits Security Administration or EBSA? This probably would have occurred within the past few weeks. (If necessary, read:) Again, this agency is part of the Department of Labor and provides assistance to employees and beneficiaries regarding employee retirement, pension or 401k benefits, and health benefits such as COBRA (say: CO-bruh) and HIPAA (say: HIP-uh).  


1

Yes

2

No

3

(DK)

4

(Refused)


S1(2011)


QID:135095 Skip: (If code 1 in S1, Continue;
Otherwise, Thank and Terminate)




(Interviewer: READ:)

QID:564262 Throughout the remainder of the survey, we will refer to the Employee Benefits Security Administration as EBSA.



CE1 HC - DB,CE - DB

QID:21495 Taking into account all the information, products, and services you receive from them, how satisfied are you with EBSA overall? Please use a five-point scale, where 5 means you are extremely satisfied and 1 means you are not at all satisfied. You may use any of the numbers 1, 2, 3, 4, or 5 for your rating.


1

Not at all satisfied

2


3


4


5

Extremely satisfied

7

(Not applicable)

8

(DK)

9

(Refused)


CE1(2101)


CE2 HC - DB,CE - DB

QID:21496 If you had a similar need for information or assistance in the future, how likely would you be to contact EBSA again? Please use a five-point scale, where 5 means extremely likely and 1 means not at all likely. You may use any of the numbers 1, 2, 3, 4, or 5.


1

Not at all likely

2


3


4


5

Extremely likely

7

(Not applicable)

8

(DK)

9

(Refused)


CE2(2102)


CE3 HC - DB,CE - DB

QID:21497 If a friend or a colleague had a similar need for information or assistance, how likely would you be to recommend EBSA? Please use a five-point scale, where 5 means extremely likely and 1 means not at all likely. You may use any of the numbers 1, 2, 3, 4, or 5.  


1

Not at all likely

2


3


4


5

Extremely likely

7

(Not applicable)

8

(DK)

9

(Refused)


CE3(2103)



(Interviewer: READ:)

QID:143535 Now, I am going to read a number of statements. Using a five-point scale, where 5 means you strongly agree and 1 means you strongly disagree, please tell me how much you agree or disagree with each statement as it applies to EBSA. You may use any of the numbers 1, 2, 3, 4, or 5 for your rating. How about (read CE4-CE9A):



CE4 HC - DB,CE - DB

QID:21499 EBSA is a name I can always trust.


1

Strongly disagree

2


3


4


5

Strongly agree

7

(Not applicable)

8

(DK)

9

(Refused)


CE4(2111)


CE5 HC - DB,CE - DB

QID:21500 EBSA always delivers on what they promise.


1

Strongly disagree

2


3


4


5

Strongly agree

7

(Not applicable)

8

(DK)

9

(Refused)


CE5(2112)


CE6A HC - DB,CE - DB

QID:21501 EBSA always treats me fairly.


1

Strongly disagree

2


3


4


5

Strongly agree

7

(Not applicable)

8

(DK)

9

(Refused)


CE6A(2113)


CE7A HC - DB,CE - DB

QID:21502 If a problem arises, I can always count on EBSA to reach a fair and satisfactory resolution.


1

Strongly disagree

2


3


4


5

Strongly agree

7

(Not applicable)

8

(DK)

9

(Refused)


CE7A(2114)

CE8 HC - DB,CE - DB

QID:xxxx I am proud to have used EBSA’s services.


1

Strongly disagree

2


3


4


5

Strongly agree

7

(Not applicable)

8

(DK)

9

(Refused)


CE8(xxx)



CE9A HC - DB,CE - DB

QID:21504 EBSA always treats me with respect.


1

Strongly disagree

2


3


4


5

Strongly agree

7

(Not applicable)

8

(DK)

9

(Refused)


CE9A(2115)


CE10 HC - DB,CE - DB

QID:xxxx EBSA is the perfect federal agency for people with needs like mine.


1

Strongly disagree

2


3


4


5

Strongly agree

7

(Not applicable)

8

(DK)

9

(Refused)


CE10(xxx)





CE9B

QID:495717 HOLD


CE9B(2117-2118)

CE9B_T(8004)



Q1

QID:134520 Again using a five-point scale, where 5 means you strongly agree and 1 means you strongly disagree, please tell me how much you agree or disagree with each statement as it applies to EBSA. How about __________:

(Interviewer: read and rotate Q1A-Q1J, then read Q1K)


1

Strongly disagree

2


3


4


5

Strongly agree

7

(Not applicable)

8

(DK)

9

(Refused)


Q1A



QID:134521

EBSA treats me like a valued customer.

Q1A(2121)

Q1B



QID:134522

EBSA is willing to work with me to make sure my needs are met.

Q1B(2122)

Q1C



QID:134523

EBSA acts in a timely fashion.

Q1C(2123)

Q1D



QID:134524

EBSA does what it says it will do.

Q1D(2124)

Q1E



QID:134525

HOLD

Q1E(2125)

Q1F



QID:134526

EBSA is easy to reach.

Q1F(2126)

Q1G



QID:134527

The information I receive from EBSA is clear and easy to understand.

Q1G(2127)

Q1H



QID:134528

EBSA does its best to help me out.

Q1H(2128)

Q1I



QID:564264

EBSA thoroughly answers all of my questions.

Q1I(2129)

Q1J



QID:564265

EBSA is proactive in addressing my question or issue.

Q1J(2130)

Q1K



QID:564266

If you had a need to work with EBSA again in the future, you would want to interact with this same benefit advisor.

Q1K(2131)



QID:564268 Skip: (If code 1-4 in Q1K, Continue;
Otherwise, Skip to Q14A)



Q13

QID:564269 What could have the benefits advisor [(If necessary, read:) the person you talked with on the phone] have done differently to make you want to interact with them again if you needed help from EBSA?

(Interviewer: Open ended and code)


01

Other (list)

02

(DK)

03

(Refused)

04

HOLD

05

HOLD


List Other:Y


Q13(2201-2202)

Q13_T(8005)


Q14A

QID:564270 Were you referred to another person, agency, or company for you to follow up with to resolve your issue or question?


1

Yes

2

No

7

(Not applicable)

8

(DK)

9

(Refused)


Q14A(2205)


QID:564271 Skip: (If code 2, 7, 8, or 9 in Q14A, Skip to Q2;
Otherwise, Continue)




Q14B

QID:564272 Please tell me whether or not each of the following happened during your referral.

(Interviewer: Read Q14BA-Q14BD)


1

Yes

2

No

7

(Not applicable)

8

(DK)

9

(Refused)


Q14BA



QID:564273

The referral phone number was a working number.

Q14BA(2211)

Q14BB



QID:564276

The EBSA representative made the call with you on the line.

Q14BB(2212)

Q14BC



QID:564274

The referral was to the right agency, organization, or person.

Q14BC(2213)

Q14BD



QID:564275

The referral resulted in an answer to your question or a resolution to your issue.

Q14BD(2214)


QIDxxxx Skip: (If code 2 in SQ, Skip to Q3
Otherwise, Continue)


Q2

QID:135100 After your interaction with EBSA, did you feel (read 3-1)?


3

Much more knowledgeable about your benefits rights

2

Somewhat more knowledgeable about your benefits rights, or

1

Not any more knowledgeable about your benefits rights

7

(Not applicable)

8

(DK)

9

(Refused)


Q2(2141)

QIDxxxx Skip: (All in Q2 skip to note before Q8)



Q3

QID:134530 Please rate your level of agreement with each of the following statements using a five-point scale, where 5 means you strongly agree and 1 means you strongly disagree. You may use any of the numbers 1, 2, 3, 4, or 5 for your rating. How about __________:

(Interviewer: read Q3A-Q3B)


1

Strongly disagree

2


3


4


5

Strongly agree

7

(Not applicable)

8

(DK)

9

(Refused)


Q3A



QID:134531

As a result of the interaction I had with EBSA, I feel better informed to protect my benefits in the future.

Q3A(2151)

Q3B



QID:134532

As a result of the interaction I had with EBSA, I feel my benefits are more secure.

Q3B(2152)



Q4

QID:134552 HOLD


Q4(2161)


Q5

QID:134557 HOLD


Q5(2163)


Q6

QID:134559 HOLD

Q6(2165)



Q6A

QID:134562 HOLD



Q7

QID:134580 HOLD

Q7(2181-2182)

Q7_T(8001)


QID:213175 Skip: (If code 02 OR 03 in SO, Skip to Q8A;
Otherwise, Continue)



Q8

QID:134983 When you first contacted EBSA, did you speak with a benefits advisor right away, or did you leave a message to have someone return your call?


1

Spoke with a benefits advisor right away

2

Left a message

3

(Left a message and no one called me back—I called again)

8

(DK)

9

(Refused)


(Skip: All in Q8, Skip to Q15)


Q8(2185)


Q8A

QID:134988 When you first sent a note to EBSA, how long did it take them to respond?

(Interviewer: Open ended and code)


1

Responded the same day

2

Responded within one day

3

Responded within two days

4

Responded within three or more days

7

(Have not yet responded)

8

(DK)

9

(Refused)   


Q8A(2187)


Q15

QID:564281 Did you access the EBSA website at any point in your inquiry process?


1

Yes

2

No

8

(DK)

9

(Refused)


Q15(2221)


QID:564282 Skip: (If code 2, 8, or 9 in Q15, Skip to Q9;
Otherwise, Continue)



Q15A

QID:564283 Did you access the website (read 1-2)?


1

Before you called EBSA, or

2

During the time EBSA was handling your inquiry

8

(DK)

9

(Refused)


Q15A(2223)


QID:564284 Skip: (If code 2, 8, or 9 in Q15A, Skip to Q15C;
Otherwise, Continue)



Q15B

QID:564285 Did you use the website (read 1-4)?


1

To look for a phone number

2

To try to answer your question

3

To submit an inquiry, or

4

For some other reason

8

(DK)

9

(Refused)


Q15B(2225)


Q15C

QID:564286 Using a scale from one-to-five, with 1 being not at all helpful and 5 being very helpful, how helpful was the EBSA website?


1

Not at all helpful

2


3


4


5

Very helpful

7

(Not applicable)

8

(DK)

9

(Refused)


Q15C(2227)

QIDxxxx Skip: (If code 2 in SQ, Skip to Q10
Otherwise, Continue)


Q9

QID:134594 In the future, would you prefer to contact EBSA (read and rotate 1-5)?


1

By phone

2

By email

3

By submitting an online form

4

Through live chat on the Internet

5

Through the mail

6

(Other)

7

(No preference)

8

(DK)

9

(Refused)


Q9(2189)


Q10

QID:134989 Was EBSA able to assist you with your questions, problem, or recovering the benefit?


1

Yes

2

No

3

(Still working on it/Not yet resolved)

4

(DK)

5

(Refused)


Q10(2191)


QID:564287 Skip: (If code 2 in Q10, Continue;
Otherwise, Skip to D1)



Q11

QID:134605 Why was EBSA not able to assist you with your question or problem?

(Interviewer: Read 06-10, then read 01)


01

Or some other reason (list)

02

(DK)

03

(Refused)

04

(No reason given)

05

HOLD

06

There were limitations because of the law

07

There were limitations because of the plan rules

08

The company has terminated the plan

09

The company went bankrupt

10

The EBSA representative did not understand your question or problem


List Other:Y


Q11(2193-2194)

Q11_T(8002)


QID:68754 DEMOGRAPHICS BEGIN HERE:



D1

QID:30962 GENDER:

(Interviewer: Code only; Do NOT ask)


1

Male

2

Female


D1(2301)

D3(2547)



(Interviewer: THANK RESPONDENT BY SAYING:)

QID:229796 Again, this is _____, with Gallup. I would like to thank you on behalf of EBSA and Gallup for your time. Our mission is to "help people be heard" and your opinions are important to Gallup in accomplishing this.



FINTVID

QID:98976 INTERVIEWER I.D. #:


FINTVID(1571-1574)

Questionnaire Workflow

Date

User

Status

Comments

1/13/2015 7:03:11 AM

JEANNE WEISBROOK

Survey Specialist - Questionnaire Creation

Copied from survey US Department of Labor - EBSA CE11 1410 (QID: 9711) by JEANNE WEISBROOK.

1/13/2015 8:11:38 AM

JEANNE WEISBROOK

Survey Design - Proofing

2015 survey created in Qbank. Revisions:

Updated: Copyright year

Moved FRECCONS to after INTRO1

Revised: Wording in INTRO1, Read and rotate instructions on Q1, Skip instructions after Q8, Note after Q10

Put on HOLD: Q1E, Q4, Q5

Added: Q1I, Q1J, Q1K, Note after Q1, Q13-Q14B, Q15-Q15C

1/13/2015 8:22:45 AM

JEANNE WEISBROOK

Survey Design - Proofing

2015 survey created in Qbank. Revisions:

Updated: Copyright year

Moved FRECCONS to after INTRO1

Revised: Wording in INTRO1, Read and rotate instructions on Q1, Skip instructions after Q8, Note after Q10

Put on HOLD: Q1E, Q4, Q5

Added: Q1I, Q1J, Q1K, Note after Q1, Q13-Q14B, Q15-Q15C

Do not have OMS list container

Most edits not submitted in tracking, I tried to highlight, track myself what changed in the submitted file.

1/13/2015 1:54:33 PM

TERI FISHER

Programming

Highlighted edits are ready for programming please.

1/15/2015 2:37:13 PM

MARK PETERSON

Survey Design - Testing

Please find ready to test. (dol70256 - i256)

1/15/2015 3:05:40 PM

TERI FISHER

Programming

Testing is completed. Thanks Mark!

1/16/2015 8:15:36 AM

JEANNE WEISBROOK

Programming

Edits after testing completed. Waiting on Eldorado export workflow to save as FF.

1/16/2015 8:29:05 AM

MARK PETERSON

Survey Specialist - Edits

This has been exported to Eldorado.

1/16/2015 12:01:59 PM

JEANNE WEISBROOK

Field Final

Locking as FF. File can be found on xfiler.


US DOL EBSA 2015 CE11_Outbound

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