Form 1000 SSA Diagnostic Survey

E-Government Website Customer Satisfaction Surveys

2014 755 SSA Diagnostic Survey 2-18-14.xlsx

SSS Diagnostic Survey

OMB: 1090-0008

Document [xlsx]
Download: xlsx | pdf

Overview

Qualifer Page text
Welcome and Thank You Text
Diagnostic Survey Model Qsts
Proposed CQs


Sheet 1: Qualifer Page text


Trigger Request Form If you see the Security Warning above, Please go to the options and enable content. Please Mouse Over the Red Triangle->









Client Name Social Security Administration

Site URL www.ssa.gov www.SocialSecurity.gov Wiki

Domains/Subdomains List the domains and sub-domains.






SRA Name Cyndi Lyon

Team Lead / CS Manager Erica Noble

Today's Date Feb-14

Customer ID (CID) Please specify if the client is new. TV7AmpuatC8KshccfhpXDQ==

True Conversion Events Is the client using true conversion? N/A

Multi-language Is this survey a multi-language? N/A

Language (Locales) Please list all languages needed. N/A

Persistent cookie-accept The number of days the visitor will not receive an invite, after the accept. N/A

Persistent cookie-decline The number of days the visitor will not receive an invite, after the decline.


Logo Please attach logo to the ticket. The logo should be around 130x60 in size and jpg or gif format. On file other SSA measures

Pharmaceutical Is this a pharmaceutical client? n/a

Current Code Are there multiple code packages across the same domain? 16.1.3.7

Session Replay Is Session Replay currently implemented? N/A

IE9 Upgrade Is this a code upgrade? N/A








P


1 Name SSA Diagnostic Survey

MID Model Instance ID TBD

Loyalty Factor (LF) Loyalty Factor: Is the number of pages that needs to be met before receiving a invite. Qualifier page only

Sampling Percentage (SP) Sampling Percentage: Is the percent of the visitors to sample.


Invite Do you want an invite layer to show to the visitor?


Pop what What do you want to pop? qualifer page

Pop when When do you want to survey to be presented?


Pin Is there precedence over which survey is presented?


Include areas/pages What urls are we including for this survey definition? ssa.gov| socialsecurity.gov

Special Instructions


Notes





P







Exclude from Invitation


Do not show a survey invitation on pages where URL contains the following strings:


Details Explain what the client wants to exclude here. Please carry over from old/existing code if necessary.

URLs List the urls/areas you do not want the invite to show.






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) If you are not sure about CPPs on the site. Please set up a meeting with IS and the client to discuss custom passed parameters.


Do you need Custom Cpps?


Name in Portal Type the name of the cpp that will show in portal. Yes as part of qualifer

Source What is the source of the cpp? (Is it coming from a variable? A cookie? A URL parameter?) Qualifer notes below on qualifer page details

Name from Client Please type the exact name of the variable that was given from the client. 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) 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


Invitation and tracker text


Invitation (now) If you press alt + enter, you can put in spaces where needed.



If you press alt + enter, you can put in spaces where needed.


Tracker If you press alt + enter, you can put in spaces where needed.






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)









Present






Special instructions














FM-000023; Rev: 4 (1/11/2012) - Trigger Request Form

Sheet 2: Welcome and Thank You Text

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.



























































































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.




































































































































Sheet 3: Diagnostic Survey Model Qsts

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.






















































































































Sheet 4: Proposed CQs




red & strike-through: DELETE






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 Typeapplication/vnd.openxmlformats-officedocument.spreadsheetml.sheet
File Modified0000-00-00
File Created0000-00-00

© 2024 OMB.report | Privacy Policy