Trigger Request Form |
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Client Name | Social Security Administration | ||
Site URL | www.ssa.gov www.SocialSecurity.gov | Wiki | |
Domains/Subdomains |
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SRA Name | Cyndi Lyon | ||
Team Lead / CS Manager | Erica Noble | ||
Today's Date | Feb-14 | ||
Customer ID (CID) |
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True Conversion Events |
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Multi-language |
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Language (Locales) |
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Persistent cookie-accept |
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Persistent cookie-decline |
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Logo |
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Pharmaceutical |
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Current Code |
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Session Replay |
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IE9 Upgrade |
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P | |||
1 | Name | SSA Diagnostic Survey | |
MID |
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Loyalty Factor (LF) |
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Sampling Percentage (SP) |
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Invite |
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Pop what |
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Pop when |
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Pin |
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Include areas/pages |
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Special Instructions | |||
Notes | |||
P | |||
Exclude from Invitation | |||
Do not show a survey invitation on pages where URL contains the following strings: | |||
Details |
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URLs |
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Exclude from running code | |||
Do not run code at all where the following is true. You may use url, variable or cookie. | |||
Details | Please carry over from old/existing code if necessary | ||
Customer Passed Parameters (CPPs) |
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Do you need Custom Cpps? | |||
Name in Portal |
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Source |
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Name from Client |
Answer: Yes, I had difficulty finding an application or online service (triggers the new SSA Main Pages/FAQ survey) qtype:yesdif Answer: Yes, I had difficulty using an online service or filing an application (triggers the new Diagnostic Survey) qtype:usingdif Answer: No, I did not have any difficulty using or finding one of Social Security's online applications or services. (triggers the new SSA Main Pages/FAQ survey)qtype:nodif |
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Invitation and tracker text | |||
Invitation (now) |
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Tracker |
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Qualifier Text | |||
OPTION A--> Preferred - clearer filters in portal with custom question |
Thinking about your experience today, were you looking for information on SSA’s Main pages or Frequently Asked Questions because you had difficulty using or finding one of Social Security’s online services (e.g., online application, Retirement Estimator, creating or accessing you’re my Social Security account, appealing a decision online)? Answer: Yes, I had difficulty finding an application or online service (triggers the new SSA Main Pages/FAQ survey) Answer: Yes, I had difficulty using an online service or filing an application (triggers the new Diagnostic Survey) Answer: No, I did not have any difficulty using or finding one of Social Security's online applications or services. (triggers the new SSA Main Pages/FAQ survey) |
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Present | |||
Special instructions | |||
FM-000023; Rev: 4 (1/11/2012) - Trigger Request Form |
Model Instance Name: | |||||||||||
SSA Diagnostic Survey | |||||||||||
MID: | Existing Measure - Please fill in; New Measure - DOT will fill in | ||||||||||
Date: | 2/10/2014 | ||||||||||
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 and Thank you text shown in the boxes below. Please read comments before using any of the text. | |||||||||||
Examples | |||||||||||
Welcome Text Example | |||||||||||
Welcome Text | |||||||||||
Thank you for visiting the Social Security website. 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 SSA provide the best online experience possible. |
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Thank You Text Example | |||||||||||
DEFAULT Thank You Text | |||||||||||
Thank you for taking our survey - and for helping SSA serve you better. We appreciate your input! | |||||||||||
ALTERNATE WEB 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. |
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Model Instance Name: | |||||||||
SSA Diagnostic Survey | |||||||||
MID: | Existing Measure - Please fill in; New Measure - DOT will fill in | ||||||||
Partitioned (Y/N)? | |||||||||
FPI Included(Y/N)? | |||||||||
NOTE: All non-partitioned surveys will NOT be imputed and the elements will be rotated as a default unless otherwise specified and approved by Research. | |||||||||
Date: | 2/10/2014 | ||||||||
SSA Diagnostic Survey | |||||||||
Model questions utilize the ForeSee CXA methodology to determine scores and impacts | |||||||||
ELEMENTS (drivers of satisfaction) | CUSTOMER SATISFACTION | FUTURE BEHAVIORS | FPI | ||||||
MQ Label | MQ Label | MQ Label | Y? | ||||||
Plain Language (1=Poor, 10=Excellent, Don't Know) | Satisfaction | Return (1=Very Unlikely, 10=Very Likely) | |||||||
Plain Language - Clear | Please rate the clarity of the wording on this site. | Satisfaction - Overall | What is your overall satisfaction with this site? (1=Very Dissatisfied, 10=Very Satisfied) |
Return | How likely are you to return to this website? in the next 30 days? | ||||
Plain Language - Understandable | Please rate how well you understand the wording on this site. | Satisfaction - Expectations | How well does this site meet your expectations? (1=Falls Short, 10=Exceeds) |
Use Web Channel Over Others | |||||
Plain Language - Concise | Please rate this site on its use of short, clear sentences. | Satisfaction - Ideal | How does this site compare to your idea of an ideal website? (1=Not Very Close, 10=Very Close) |
Use Web Channel Over Others | How likely are you to use this site rather than seek information from other channels (i.e. local field office, call center)? | ||||
Navigation (1=Poor, 10=Excellent, Don't Know) | |||||||||
Navigation - Organized | Please rate how well the site is organized. | ||||||||
Navigation - Options | Please rate the options available for navigating this site. | ||||||||
Navigation - Layout | Please rate how well the site layout helps you find what you need. | ||||||||
Navigation - Clicks | Please rate the number of clicks to get where you want on this site. | ||||||||
SSA Information (1=Poor, 10=Excellent, Don't Know) | |||||||||
Site Information - Thoroughness | Please rate the thoroughness of information you viewed on this site today. | ||||||||
Site Information - Understandable | Please rate the quality of information you viewed today. | ||||||||
Site Information - Answers | Please rate how well the information viewed today provided answers to your questions. | ||||||||
Site Performance (1=Poor, 10=Excellent, Don't Know) | |||||||||
Site Performance - Loading | Please rate how quickly pages load on this site. | ||||||||
Site Performance - Consistency | Please rate the consistency of speed from page to page on this site. | ||||||||
Site Performance - Completeness | Please rate how completely the page content loads on this site. | ||||||||
Functionality (1=Poor, 10=Excellent, Don't Know) | |||||||||
Functionality - Usefulness | Please rate the usefulness of the features provided on this site. | ||||||||
Functionality - Convenient | Please rate the convenient placement of the features on this site. | ||||||||
Functionality - Variety | Please rate the variety of features on this site. | ||||||||
SSA Diagnostic Survey | underlined & italicized: RE-ORDER | |||||||||||
MID: Existing Measure - Please fill in; New Measure - DOT will fill in | pink: ADDITION | |||||||||||
Date: | 2/10/2014 | blue + -->: REWORDING | ||||||||||
SSA Diagnostic 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 | |||
Reminder - Bill we need to add a question to the Main survey for difficulties "finding the service or application" I include with my next draft. | You indicated that you had difficulty today using or finding one of Social Security’s online services. Which of the following online services or applications did you have difficulty with? (Select All That Apply) | Creating a new My Social Security account | A, A1 | Checkbox, one-up vertical | Single | Yes | Skip Logic Group* | Difficulty | ||||
Accessing a previously created My Social Security account | B, B1 | |||||||||||
Using one of the services located within your my Social Security account (e.g., online Statement, Change of Address or Direct Deposit, Check Your Benefits, etc.) | C, C1, C2 | |||||||||||
Using the Retirement Estimator | D, D1, D2 | |||||||||||
Applying for Extra Help with Medicare Prescription Drug Plan | D, D1, D2 | |||||||||||
Applying for Disability benefits | D, D1, D2 | |||||||||||
Applying for Medicare benefits | D, D1, D2 | |||||||||||
Applying for retirement benefits | D, D1, D2 | |||||||||||
Applying for spousal benefits | D, D1, D2 | |||||||||||
Checking the status of my application | E, E1, | |||||||||||
Other Difficulty | ZZ | |||||||||||
ZZ | Please describe the specific online service or application you had difficulty with today: | Text area, no char limit | No | Skip Logic Group* | ||||||||
A | How would you best describe the difficulty you had with creating a NEW my Social Security account? (Select all that apply) | I had difficulty finding where to create a new account | Checkbox, one-up vertical | Multi | Y | Skip Logic Group* | New MySSA | |||||
I did not understand the instructions for creating a username | ||||||||||||
I did not understand the instructions for creating a password | ||||||||||||
The pages did not load | ||||||||||||
I received an error message | ||||||||||||
Other (please specify) | AA | |||||||||||
AA | Please describe the difficulty you encountered creating a new my Social Security account | Text area, no char limit | N | Skip Logic Group* | OPS_MySSA Difficulty | |||||||
A1 | Thinking about your experience today, please offer one suggestion for improving the my Social Security registration process. | Text area, no char limit | N | Skip Logic Group* | OE_Reg Improvement | |||||||
B | How would you best describe the difficulty you had accessing a previously created my Social Security account? (Select all that apply) | It was unclear where to go to access my previously created account | Checkbox, one-up vertical | Multi | Y | Skip Logic Group* | Return to MySSA | |||||
I had difficulty remembering my username and password | ||||||||||||
I had difficulty resetting my username and password | ||||||||||||
Other (please specify) | BB | |||||||||||
BB | Please describe the difficulty you had accessing a previously created account: | Text area, no char limit | N | Skip Logic Group* | OPS_Return to MySSA | |||||||
B1 | Thinking about your experience today, please offer one suggestion for improving the my Social Security re-entry process. | Text area, no char limit | N | Skip Logic Group* | OE_Imp Reentry | |||||||
C | How would you best describe the difficulty you had using one of the services located within your my Social Security account (e.g., online Statement, Change of Address or Direct Deposit, Check Your Benefits, etc.) (Select all that apply) | I had difficulty printing or downloading my online Social Security statement | Checkbox, one-up vertical | Multi | Y | Skip Logic Group* | MySSA Acct | |||||
I had difficulty changing my address | ||||||||||||
I had difficulty adding or changing my banking information | ||||||||||||
The system was unavailable | ||||||||||||
I received an error message | ||||||||||||
Bill pleases review list and add other difficulties--> | I was unable to request a benefit verification letter | |||||||||||
Other (please specify) | CC | |||||||||||
CC | Please describe the difficulty you had using one of the services within your My Social Security account: | Text area, no char limit | N | Skip Logic Group* | OPS_MySSA Acct | |||||||
C1 | Thinking about your experience today, please offer one suggestion for improving the online services availabe within your my Social Security account. | Text area, no char limit | N | Skip Logic Group* | OE_IMP MySSA Acct | |||||||
D | How would you best describe the difficulty you had with filing your application today? (Select all that apply) | I had difficulty deciding where to go to start my application | Checkbox, one-up vertical | Multi | Y | Skip Logic Group* | App Difficulty | |||||
I had difficulty deciding where to go to restart my previously saved application | ||||||||||||
Links did not take me where I expected | ||||||||||||
The system was unavailable | ||||||||||||
I encountered error messages | ||||||||||||
The system timed out | ||||||||||||
I did not have all the information necessary to complete the application | ||||||||||||
I encountered another difficulty today trying to file my online application | DD | |||||||||||
DD | Please describe the difficulty you encountered today filing your online application. | Text area, no char limit | N | OPS_App Difficulty | ||||||||
D1 | Thinking about your experience today, please offer one suggestion for improving your ability to file an application online with Social Security. | Text area, no char limit | N | Skip Logic Group* | OE_File App Improve | |||||||
D2 | How many times did you attempt to file your application today before you returned to the main website including FAQs for help? | I only tried once | Radio button, one-up vertical | Single | Y | Skip Logic Group* | App Attempts | |||||
2 - 5 times | ||||||||||||
6-9 | ||||||||||||
10 or more times | ||||||||||||
E | How would you best describe the difficulty you had checking the status of a previously submitted application? (Select all that apply) | I had difficulty determining where to go to check the status of my application | Checkbox, one-up vertical | Multi | Y | Skip Logic Group* | App Status | |||||
Information was not accurate | ||||||||||||
Information was not current | ||||||||||||
System was unavailable | ||||||||||||
There was no information available within my Social Security account | ||||||||||||
I encountered another difficulty today trying to check the status of my previously submitted application | DD | |||||||||||
EE | Please describe the difficulty you encountered today checking the status of a previously submitted application. | Text area, no char limit | N | Skip Logic Group* | OPS_App Status | |||||||
E1 | Thinking about your experience today, please offer one suggestion for improving your ability to check the status of a previously submitted application. | Text area, no char limit | N | Skip Logic Group* | OE_Impr Previously Submit app | |||||||
Thinking about your difficulty today, do you plan to contact Social Security for further information? | No, I found the information or service I wanted. | Radio button, one-up vertical | Single | Y | Do Next | |||||||
Yes, I plan to call on the phone. | ||||||||||||
Yes, I plan to visit an office. | ||||||||||||
Yes, I plan to send an email or letter. | ||||||||||||
None of the above | ||||||||||||
Which of the following best describes you? | I receive Social Security retirement, disability or survivor’s benefits | Radio button, one-up vertical | Single | Y | Skip Logic Group* | Role | ||||||
I receive Supplemental Security Income (SSI) | ||||||||||||
I am applying for Social Security or Supplemental Security Income (SSI) benefits or Medicare. | ||||||||||||
I am an employer looking for Social Security information and services | ||||||||||||
I do not receive Social Security benefits | ||||||||||||
Other (please specify) | A | |||||||||||
A | Other Role: | Text area, no char limit | N | Skip Logic Group* | OPS_Role | |||||||
Including today, how often do you the Social Security website? | First time | Drop down, select one | Single | Y | Frequency | |||||||
More than once a day | ||||||||||||
Daily | ||||||||||||
About once a week | ||||||||||||
About once a month | ||||||||||||
Every 6 months or less frequently |
File Type | application/vnd.openxmlformats-officedocument.spreadsheetml.sheet |
File Modified | 0000-00-00 |
File Created | 0000-00-00 |