Form 1038 2014 793 FTC ComplaintAssistant survey

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Overview

Welcome and Thank You
Foreign Language Translation
Model Changes & Diag info 4.16
Current CQs (2)
Current Model Qsts
CQs 4.8.14
CQs (4-8-14)
CQs 1.16.14
Custom Qsts 1-16-14, for DOT
Custom Qsts (10-2-13)
Custom Qsts (9-16-13)

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Sheet 1: Welcome and Thank You

Invitation

Thank you for visiting ftccomplaintassistant.gov. You've been randomly selected to take part in a brief survey to provide feedback about our website. This survey is designed to measure your entire experience. Please look for it at the end of your visit. This survey is conducted by Foresee on behalf of the Federal Trade Commission. To learn how the information we collect is handled, please review the Foresee Privacy Policy and the FTC privacy policy. Participation is voluntary, and the survey does not ask for your personal

Welcome Text

Thank you for visiting FTC Complaint Assistant. You have been randomly selected to take part in this survey that is being conducted by ForeSee on behalf of the FTC. Please take a minute or two to give us your opinions. The feedback you provide will help the FTC Complaint Assistant enhance its Complaint Assistant process and serve you better in the future. All results are strictly confidential.

Thank You

Thank you for your time in completing this survey. Your input is very valuable and will be taken into consideration.

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Sheet 2: Foreign Language Translation

Measure Name	(Model Name)		(Remove this tab for non-international surveys)
Custom Qualifier Page
Custom Invitation Text
Custom Tracker Text
MID	Language	Target Country	Target Audience	Website URL	Notes

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Sheet 3: Model Changes & Diag info 4.16

	Model Instance Name:				red & strike-through: DELETE
	FTC ComplaintAssistant				underlined & italicized: RE-ORDER
	MID:	0kpIEZsgBcpIkIFVJ8gpAA==			pink: ADDITION
	Date:	4/16/2014			blue + -->: REWORDING
	Model questions utilize the ACSI methodology to determine scores and impacts
		ELEMENTS (drivers of satisfaction)			CUSTOMER SATISFACTION			FUTURE BEHAVIORS
		Instructions for Completion (1=Poor, 10=Excellent, Don't Know)			Satisfaction			Recommend (1=Very Unlikely, 10=Very Likely)
Instructions-Simplicity	1	Please rate the simplicity of instructions for completing the ComplaintAssistant process.	Satisfaction - Overall	10	What is your overall satisfaction with the ComplaintAssistant process? (1=Very Dissatisfied, 10=Very Satisfied)	Recommend	13	How likely are you to recommend the FTC ComplaintAssistant process to someone else?
Instructions-Answer	2	Please rate how well the instructions for completing the ComplaintAssistant process provide answers to your questions.	Satisfaction - Expectations	11	How well does the ComplaintAssistant process meet your expectations? (1=Falls Short, 10=Exceeds)			Use as Resource (1=Very Unlikely, 10=Very Likely)
Instructions-Clarity	3	Please rate the clarity of instructions for completing the ComplaintAssistant process.	Satisfaction - Ideal	12	How does the ComplaintAssistant process compare to your idea of an ideal complaints process website?(1=Not Very Close, 10=Very Close)	Use as Resource	14	How likely would you be to use the Complaint Assistant as a resource in the future?
	Bonnie Richards: Note, research suggested moving this to the 2nd position to reduce multicollinearity	Site Performance (1=Poor, 10=Excellent, Don't Know)
Site Performance - Loading	4	Please rate how quickly pages load in the ComplaintAssistant process.
Site Performance - Consistency	5	Please rate the consistency of speed from page to page in the ComplaintAssistant process.
Site Performance - Completeness	Bonnie Richards: Element wording has been changed to reflect the most current and updated wording for this aspect. 6	Please rate how completely the page content loads in the Complaint Assistant
		Look and Feel (1=Poor, 10=Excellent, Don't Know)
		Please rate the visual appeal of the ComplaintAssistant process.
		Please rate the balance of graphics and text throughout the ComplaintAssistant process.
		Please rate the readability of the pages in the ComplaintAssistant process.
		Navigation (1=Poor, 10=Excellent, Don't Know)
Navigation - Organized	7	Please rate how well the ComplaintAssistant process is organized.
Navigation - Options	8	Please rate the options available for navigating the ComplaintAssistant process.
Navigation - Layout	Bonnie Richards: Element wording updated to reflect most current phrasing of aspect. 9	Please rate how well the Complaint Assistant layout helps you find what you need.
		Notes- Research diagnostics have resulted in several updates to current elements and some changes. The request of removing the word "process" from the elements also suports moving to a new model version. The notes listed out below were my original notes I submitted to research to consider for the diagnostic review. I've also copied research's diagnostic review response.
		Note about this site - the FTC does not have the power or ability to resolve individually filed complaints- they use this site as a means of detecting patterns of complaints that may lead to investigations on a larger scale
		Notes to keep in mind for the diagnostic review and possiblity of a model change:
		Client would like the word "process" removed from the survey, when referencing the "Complaint Assistant process." They feel that it is misleading, because the FTC Complaint Assistant site is a small piece of the overall process of registering a complaint, and they do not deal with or have control over the other pieces of the complaints process. Also, one of the aspect questions for satisfaction includes the word "process," which definitely changes the focus of what is being evaluated. See QAP 1470 for our initial discussions about if this would require a model change. Note that is an old model with old versions of elements. This could be a great opportunity for us to update those elements based on more current guidelines. For example, navigation has 3 aspects, but they are very old versions (includes "number of clicks." Site performance also has the older, less prefferred aspect ("errors") instead of "completeness." The current "Instructions for Completion" element looks like a very specialized element for this client (i.e. I can't find it in the MEL). Wondering if the Tasks/Transactions element would be a better, more standard element to use instead. Also, I don't believe this element would conflict with the navigation element (that possibility was noted in the MEL), because there are multiple types of "complaint" tasks that could be registered on the site, and the main visit purpose is to file some type of consumer complaint (https://www.ftccomplaintassistant.gov/) Are there any other elements that you would recommend including that are not included here?
		I know they only have one future behavior (recommend). I was thinking about adding a question about visitor intent to utilize the site in the future, in the event they needed the resources it provides: How likely would you be to use this site as a resource in the future?
	Suggestions of Elements to update or include after looking at the MEL
		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.
		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.
		Note from MEL: Best practice: List this site performance in the second position in the model to reduce order bias. It is different enough from other elements to provide a barrier between similar concepts.
		Tasks/ Transactions (1=Poor, 10=Excellent, Don't Know)
	Tasks/Transactions - Simplicity	Please rate the simplicity of the process for completing task(s) on this site.
	Tasks/Transactions - Instructions	Please rate the clarity of instructions for completing task(s) on this site.
	Tasks/Transactions - Verification	Please rate the verification of task completion on this site.
	Future Behavior- Use as Resource	How likely would you be to use this site as a resource in the future?

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Sheet 4: Current CQs (2)

Model Instance Name:

red & strike-through: DELETE

FTC ComplaintAssistant

underlined & italicized: RE-ORDER

MID:

0kpIEZsgBcpIkIFVJ8gpAA==

pink: ADDITION

Date:

4/16/2014

blue + -->: REWORDING

FTC ComplaintAssistant CUSTOM QUESTION LIST

QID (Group ID)

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

25 character limit. Leave blank if you want DOT to fill this part out. CQ Label

How often do you visit the FTC Complaint Assistant?

This is my first visit

Radio button, one-up vertical

Single

Y

Skip Logic Group

Frequency

A few times a year

Z

Monthly

Z

Weekly

Z

Daily

Z

KFB05028

Z

How many times have you used the Complaint Assistant in the past to register a complaint?

0

Radio button, one-up vertical

Single

Y

Skip Logic Group

Times Used

1

2

3 or more

KFB05027

Were you aware of the FTC Complaint Assistant before visiting the site today?

Yes

Radio button, one-up vertical

Single

Y

Skip Logic Group

Aware Before Visit

No

C

Not sure

C

KFB05029

C

How did you find the FTC Complaint Assistant site?

FTC Website

Checkbox, one-up vertical

Multi

Y

Skip Logic Group

How Did You Find

FTC Publication

Search engine

Another website

Referral from another agency, please specify

A

Friend/family member

Contacted the FTC

Other, please specify

A

KFB05030

A

Please let us know how you found us.

Text area, no char limit

N

Skip Logic Group

OE_How Did You Find

What complaint category did you submit a complaint for today?

I did not submit a complaint today

Bonnie Richards: Needs to be mutually exclusive, but category not here, and can't edit.

Multi

Y

Skip Logic Group

Category

Identity Theft

Checkbox, one-up vertical

Credit and Debt

Unwanted Telemarketing, Test, or SPAM

Mobile Devices or Telephones

Internet Services, Online Shopping, or Computers

Jobs and Making Money

Other, please specify

A

A

Please specify the other complaint category you submitted (e.g. counterfeit checks, impostor scams, sweepstakes, etc.).

Text area, no char limit

N

Skip Logic Group

OE_Category-Other

KFB05031

Was the FTC Complaint Assistant easy to use?

Yes

Radio button, one-up vertical

Single

Y

Skip Logic Group

Easy to Use

No

Not sure

KFB05032

Did you experience any of the following challenges during your visit today?

I did not experience any challenges today

Bonnie Richards: Needs to be mutually exclusive, but option not available and can't edit.

Multi

Y

Skip Logic Group

Difficulties

I did not understand which category I should have selected (i.e. identity theft, unwanted telemarketing, etc.)

Checkbox, one-up vertical

There was no complaint category listed that covered my complaint

A

I did not understand what I was supposed to do

I was unable to submit my complaint because I received a blank screen

I was unable to submit my complaint because I received a time out message

I was unable to submit my complaint because I received an error message

Other, please specify

Z

A

What type of complaint category were you looking for?

Text area, no char limit

N

Skip Logic Group

OE_Difficulties, Category

KFB05033

Z

Please let us know what other difficulties you had.

Text area, no char limit

N

Skip Logic Group

OE_Difficulties-Other

Were you able to accomplish your reason for visiting today?

Yes

Radio button, one-up vertical

Single

Y

Skip Logic Group

Accomplish

No

A, B

A

Please tell us more about what you were unable to accomplish today.

N

Skip Logic Group

OE_Unaccomplish

B

What will you do next?

Try again later

Single

Y

Skip Logic Group

Do Next

Try to call the agency for help

Give up

Other, please specify

C

C

Please specify what you will do next.

Text area, no char limit

N

Skip Logic Group

OE_Do next

KFB05034

Thinking about your experience with the FTC Complaint Assistant site today, what one improvement would you suggest?

Text area, no char limit

N

OE_One Improvement

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Sheet 5: Current Model Qsts

Model Instance Name:
FTC ComplaintAssistant
MID:	0kpIEZsgBcpIkIFVJ8gpAA==
Date:	6/26/2009
Model questions utilize the ACSI methodology to determine scores and impacts
	ELEMENTS (drivers of satisfaction)		CUSTOMER SATISFACTION		FUTURE BEHAVIORS
	Instructions for Completion (1=Poor, 10=Excellent, Don't Know)		Satisfaction (1=Poor, 10=Excellent)		Recommend (1=Not Very Likely, 10=Very Likely)
1	Please rate the simplicity of instructions for completing the ComplaintAssistant process.	13	What is your overall satisfaction with the ComplaintAssistant process?	16	How likely are you to recommend the FTC ComplaintAssistant process to someone else?
2	Please rate how well the instructions for completing the ComplaintAssistant process provide answers to your questions.	14	How well does the ComplaintAssistant process meet your expectations?
3	Please rate the clarity of instructions for completing the ComplaintAssistant process.	15	How does the ComplaintAssistant process compare to your idea of an ideal complaints process website?
	Look and Feel (1=Poor, 10=Excellent, Don't Know)
4	Please rate the visual appeal of the ComplaintAssistant process.
5	Please rate the balance of graphics and text throughout the ComplaintAssistant process.
6	Please rate the readability of the pages in the ComplaintAssistant process.
	Navigation (1=Poor, 10=Excellent, Don't Know)
7	Please rate how well the ComplaintAssistant process is organized.
8	Please rate the options available for navigating the ComplaintAssistant process.
9	Please rate the number of clicks it takes to complete the ComplaintAssistant process.
	Site Performance (1=Poor, 10=Excellent, Don't Know)
10	Please rate how quickly pages load in the ComplaintAssistant process.
11	Please rate the consistency of speed from page to page in the ComplaintAssistant process.
12	Please rate the ability to load pages without getting error messages in the ComplaintAssistant process.

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Sheet 6: CQs 4.8.14

Model Instance Name:

red & strike-through: DELETE

FTC ComplaintAssistant

underlined & italicized: RE-ORDER

MID:

0kpIEZsgBcpIkIFVJ8gpAA==

pink: ADDITION

Date:

4/16/2014

blue + -->: REWORDING

FTC ComplaintAssistant CUSTOM QUESTION LIST

QID (Group ID)

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

25 character limit. Leave blank if you want DOT to fill this part out. CQ Label

KFB05027

Were you aware of the FTC ComplaintAssistant before visiting the site today?

Yes

B

Radio button, one-up vertical

Single

Y

Skip Logic Group

Aware Before Visit

No

C

Not sure

C

KFB05028

B

If you were aware of the FTC ComplaintAssistant how many times have you used it in the past to register a complaint?

0

Radio button, one-up vertical

Single

Y

Skip Logic Group

Times Used

1

2

3 or more

KFB05029

C

If you were not aware of the FTC ComplaintAssistant before today, how did you find us?

FTC Website

Checkbox, one-up vertical

Multi

Y

Skip Logic Group

How Did You Find

FTC Publication

Search engine

Another website

Referral from another agency, please specify

A

Friend/family member

Contacted the FTC

Other, please specify

A

KFB05030

A

Please let us know how you found us.

Text area, no char limit

N

Skip Logic Group

OE_How Did You Find

KFB05031

Was the FTC ComplaintAssistant easy to use?

Yes

Radio button, one-up vertical

Single

Y

Skip Logic Group

Easy to Use

No

D

Not sure

D

KFB05032

D

If it was not easy to use, what did you find difficult?

I did not understand which category I should have selected (i.e. automobile, internet, etc.).

Checkbox, one-up vertical

Multi

Y

Skip Logic Group

Difficulties

I did not understand what I was supposed to do.

I was unable to submit my complaint.

Other, please specify

A

KFB05033

A

Please let us know what other difficulties you had.

Text area, no char limit

N

Skip Logic Group

OE_Difficulties

KFB05034

If you could make one improvement to the FTC ComplaintAssistant what would it be?

Text area, no char limit

N

OE_One Improvement

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Sheet 7: CQs (4-8-14)

Model Instance Name:

red & strike-through: DELETE

FTC ComplaintAssistant

underlined & italicized: RE-ORDER

MID:

0kpIEZsgBcpIkIFVJ8gpAA==

pink: ADDITION

Date:

4/4/2014

blue + -->: REWORDING

FTC ComplaintAssistant CUSTOM QUESTION LIST

QID (Group ID)

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

25 character limit. Leave blank if you want DOT to fill this part out. CQ Label

KFB05027

Were you aware of the FTC ComplaintAssistant before visiting the site today?

Yes

B

Radio button, one-up vertical

Single

Y

Skip Logic Group

Aware Before Visit

No

C

Not sure

C

KFB05028

B

If you were aware of the FTC ComplaintAssistant how many times have you used it in the past to register a complaint?

0

Radio button, one-up vertical

Single

Y

Skip Logic Group

Times Used

1

2

3 or more

KFB05029

C

If you were not aware of the FTC ComplaintAssistant before today, how did you find us?

FTC Website

Checkbox, one-up vertical

Multi

Y

Skip Logic Group

How Did You Find

FTC Publication

Search engine

Another website

Referral from another agency, please specify

A

Friend/family member

Contacted the FTC

Other, please specify

A

KFB05030

A

Please let us know how you found us.

Text area, no char limit

N

Skip Logic Group

OE_How Did You Find

LON0038680

If you have visited the site before, did you notice any changes to the FTC Complaint Assistant site?

Yes

A,B,C,D,E

Radio button, one-up vertical

S

Y

Skip Logic Group

Redesign-Changes

No

This is my first visit

LON0038681

A

Please tell us whether you agree or disagree with the following statements about the new site: The new site look and feel is visually pleasing.

Strongly Disagree

Drop down, select one

S

Y

Skip Logic Group

Redesign-Look & Feel

Disagree

Neutral

Agree

Strongly Agree

Don't know

LON0038702

B

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

Redesign-Nav

Disagree

Neutral

Agree

Strongly Agree

Don't know

LON0038703

C

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

Redesign-Find Info

Disagree

Neutral

Agree

Strongly Agree

Don't know

LON0038704

D

The new site design is an improvement over the previous design.

Strongly Disagree

Drop down, select one

S

Y

Skip Logic Group

Redesign-Improve from prev

Disagree

Neutral

Agree

Strongly Agree

Don't know

LON0038705

E

Please share with us your thoughts or opinions about the redesigned FTC Complaint Assistant site.

Text area, no char limit

S

N

Skip Logic Group

OE_Redesign Feedback

KFB05031

Was the FTC ComplaintAssistant easy to use?

Yes

Radio button, one-up vertical

Single

Y

Skip Logic Group

Easy to Use

No

D

Not sure

D

KFB05032

D

If it was not easy to use, what did you find difficult?

I did not understand which category I should have selected (i.e. automobile, internet, etc.).

Checkbox, one-up vertical

Multi

Y

Skip Logic Group

Difficulties

I did not understand what I was supposed to do.

I was unable to submit my complaint.

Other, please specify

A

KFB05033

A

Please let us know what other difficulties you had.

Text area, no char limit

N

Skip Logic Group

OE_Difficulties

KFB05034

If you could make one improvement to the FTC ComplaintAssistant what would it be?

Text area, no char limit

N

OE_One Improvement

---

Sheet 8: CQs 1.16.14

Model Instance Name:

red & strike-through: DELETE

FTC ComplaintAssistant

underlined & italicized: RE-ORDER

MID:

0kpIEZsgBcpIkIFVJ8gpAA==

pink: ADDITION

Date:

1/16/2014

blue + -->: REWORDING

FTC ComplaintAssistant CUSTOM QUESTION LIST

QID (Group ID)

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

25 character limit. Leave blank if you want DOT to fill this part out. CQ Label

KFB05027

Were you aware of the FTC ComplaintAssistant before visiting the site today?

Yes

B

Radio button, one-up vertical

Single

Y

Skip Logic Group

Aware Before Visit

No

C

Not sure

C

KFB05028

B

If you were aware of the FTC ComplaintAssistant how many times have you used it in the past to register a complaint?

0

Radio button, one-up vertical

Single

Y

Skip Logic Group

Times Used

1

2

3 or more

KFB05029

C

If you were not aware of the FTC ComplaintAssistant before today, how did you find us?

FTC Website

Checkbox, one-up vertical

Multi

Y

Skip Logic Group

How Did You Find

FTC Publication

Search engine

Another website

Referral from another agency, please specify

A

Friend/family member

Contacted the FTC

Other, please specify

A

KFB05030

A

Please let us know how you found us.

Text area, no char limit

N

Skip Logic Group

OE_How Did You Find

LON0038680

If you have visited the site before, did you notice any changes to the FTC Complaint Assistant site?

Yes

A,B,C,D,E

Radio button, one-up vertical

S

Y

Skip Logic Group

Redesign-Changes

No

This is my first visit

LON0038681

A

Please tell us whether you agree or disagree with the following statements about the new site: The new site look and feel is visually pleasing.

Strongly Disagree

Drop down, select one

S

Y

Skip Logic Group

Redesign-Look & Feel

Disagree

Neutral

Agree

Strongly Agree

Don't know

LON0038702

B

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

Redesign-Nav

Disagree

Neutral

Agree

Strongly Agree

Don't know

LON0038703

C

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

Redesign-Find Info

Disagree

Neutral

Agree

Strongly Agree

Don't know

LON0038704

D

The new site design is an improvement over the previous design.

Strongly Disagree

Drop down, select one

S

Y

Skip Logic Group

Redesign-Improve from prev

Disagree

Neutral

Agree

Strongly Agree

Don't know

LON0038705

E

Please share with us your thoughts or opinions about the redesigned FTC Complaint Assistant site.

Text area, no char limit

S

N

Skip Logic Group

OE_Redesign Feedback

KFB05031

Was the FTC ComplaintAssistant easy to use?

Yes

Radio button, one-up vertical

Single

Y

Skip Logic Group

Easy to Use

No

D

Not sure

D

KFB05032

D

If it was not easy to use, what did you find difficult?

I did not understand which category I should have selected (i.e. automobile, internet, etc.).

Checkbox, one-up vertical

Multi

Y

Skip Logic Group

Difficulties

I did not understand what I was supposed to do.

I was unable to submit my complaint.

Other, please specify

A

KFB05033

A

Please let us know what other difficulties you had.

Text area, no char limit

N

Skip Logic Group

OE_Difficulties

KFB05034

If you could make one improvement to the FTC ComplaintAssistant what would it be?

Text area, no char limit

N

OE_One Improvement

---

Sheet 9: Custom Qsts 1-16-14, for DOT

Model Instance Name:

red & strike-through: DELETE

FTC ComplaintAssistant

underlined & italicized: RE-ORDER

MID:

0kpIEZsgBcpIkIFVJ8gpAA==

pink: ADDITION

Date:

1/16/2014

blue + -->: REWORDING

FTC ComplaintAssistant CUSTOM QUESTION LIST

QID (Group ID)

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

25 character limit. Leave blank if you want DOT to fill this part out. CQ Label

KFB05027

Were you aware of the FTC ComplaintAssistant before visiting the site today?

Yes

B

Radio button, one-up vertical

Single

Y

Skip Logic Group

Aware Before Visit

No

C

Not sure

C

KFB05028

B

If you were aware of the FTC ComplaintAssistant process, how many times have you used it in the past to register a complaint?

0

Radio button, one-up vertical

Single

Y

Skip Logic Group

Times Used

1

2

3 or more

KFB05029

C

If you were not aware of the FTC ComplaintAssistant before today, how did you find us?

FTC Website

Checkbox, one-up vertical

Multi

Y

Skip Logic Group

How Did You Find

FTC Publication

Search engine

Another website

Referral from another agency, please specify

A

Friend/family member

Contacted the FTC

Other, please specify

A

KFB05030

A

Please let us know how you found us.

Text area, no char limit

N

Skip Logic Group

OE_How Did You Find

LON0038680

If you have visited the site before, did you notice any changes to the FTC Complaint Assistant site?

Yes

A,B,C,D,E

Radio button, one-up vertical

S

Y

Skip Logic Group

Redesign-Changes

No

This is my first visit

LON0038681

A

Please tell us whether you agree or disagree with the following statements about the new site: The new site look and feel is visually pleasing.

Strongly Disagree

Drop down, select one

S

Y

Skip Logic Group

Redesign-Look & Feel

Disagree

Neutral

Agree

Strongly Agree

Don't know

LON0038702

B

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

Redesign-Nav

Disagree

Neutral

Agree

Strongly Agree

Don't know

LON0038703

C

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

Redesign-Find Info

Disagree

Neutral

Agree

Strongly Agree

Don't know

LON0038704

D

The new site design is an improvement over the previous design.

Strongly Disagree

Drop down, select one

S

Y

Skip Logic Group

Redesign-Improve from prev

Disagree

Neutral

Agree

Strongly Agree

Don't know

LON0038705

E

Please share with us your thoughts or opinions about the redesigned FTC Complaint Assistant site.

Text area, no char limit

S

N

Skip Logic Group

OE_Redesign Feedback

KFB05031

Was the FTC ComplaintAssistant easy to use?

Yes

Radio button, one-up vertical

Single

Y

Skip Logic Group

Easy to Use

No

D

Not sure

D

KFB05032

D

If it was not easy to use, what did you find difficult?

I did not understand which category I should have selected (i.e. automobile, internet, etc.).

Checkbox, one-up vertical

Multi

Y

Skip Logic Group

Difficulties

I did not understand what I was supposed to do.

I was unable to submit my complaint.

Other, please specify

A

KFB05033

A

Please let us know what other difficulties you had.

Text area, no char limit

N

Skip Logic Group

OE_Difficulties

KFB05034

If you could make one improvement to the FTC ComplaintAssistant process, what would it be?

Text area, no char limit

N

OE_One Improvement

---

Sheet 10: Custom Qsts (10-2-13)

Model Instance Name:

red & strike-through: DELETE

FTC ComplaintAssistant

underlined & italicized: RE-ORDER

MID:

0kpIEZsgBcpIkIFVJ8gpAA==

pink: ADDITION

Date:

6/26/2009

blue + -->: REWORDING

FTC ComplaintAssistant CUSTOM QUESTION LIST

QID (Group ID)

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

25 character limit. Leave blank if you want DOT to fill this part out. CQ Label

KFB05027

Were you aware of the FTC ComplaintAssistant before visiting the site today?

Yes

B

Radio button, one-up vertical

Single

Y

Skip Logic Group

Aware Before Visit

No

C

Not sure

C

KFB05028

B

If you were aware of the FTC ComplaintAssistant process, how many times have you used it in the past to register a complaint?

0

Radio button, one-up vertical

Single

Y

Skip Logic Group

Times Used

1

2

3 or more

KFB05029

C

If you were not aware of the FTC ComplaintAssistant before today, how did you find us?

FTC Website

Checkbox, one-up vertical

Multi

Y

Skip Logic Group

How Did You Find

FTC Publication

Search engine

Another website

Referral from another agency, please specify

A

Friend/family member

Contacted the FTC

Other, please specify

A

KFB05030

A

Please let us know how you found us.

Text area, no char limit

N

Skip Logic Group

OE_How Did You Find

LON0038680

If you have visited the site before, did you notice any changes to the FTC Complaint Assistant site?

Yes

A,B,C,D,E

Radio button, one-up vertical

S

Y

Skip Logic Group

Redesign-Changes

No

This is my first visit

LON0038681

A

Please tell us whether you agree or disagree with the following statements about the new site: The new site look and feel is visually pleasing.

Strongly Disagree

Drop down, select one

S

Y

Skip Logic Group

Redesign-Look & Feel

Disagree

Neutral

Agree

Strongly Agree

Don't know

LON0038702

B

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

Redesign-Nav

Disagree

Neutral

Agree

Strongly Agree

Don't know

LON0038703

C

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

Redesign-Find Info

Disagree

Neutral

Agree

Strongly Agree

Don't know

LON0038704

D

The new site design is an improvement over the previous design.

Strongly Disagree

Drop down, select one

S

Y

Skip Logic Group

Redesign-Improve from prev

Disagree

Neutral

Agree

Strongly Agree

Don't know

LON0038705

E

Please share with us your thoughts or opinions about the redesigned FTC Complaint Assistant site.

Text area, no char limit

S

N

Skip Logic Group

OE_Redesign Feedback

KFB05031

Was the FTC ComplaintAssistant easy to use?

Yes

Radio button, one-up vertical

Single

Y

Skip Logic Group

Easy to Use

No

D

Not sure

D

KFB05032

D

If it was not easy to use, what did you find difficult?

I did not understand which category I should have selected (i.e. automobile, internet, etc.).

Checkbox, one-up vertical

Multi

Y

Skip Logic Group

Difficulties

I did not understand what I was supposed to do.

I was unable to submit my complaint.

Other, please specify

A

KFB05033

A

Please let us know what other difficulties you had.

Text area, no char limit

N

Skip Logic Group

OE_Difficulties

KFB05034

If you could make one improvement to the FTC ComplaintAssistant process, what would it be?

Text area, no char limit

N

OE_One Improvement

---

Sheet 11: Custom Qsts (9-16-13)

Model Instance Name:

red & strike-through: DELETE

FTC ComplaintAssistant

underlined & italicized: RE-ORDER

MID:

0kpIEZsgBcpIkIFVJ8gpAA==

pink: ADDITION

Date:

6/26/2009

blue + -->: REWORDING

FTC ComplaintAssistant CUSTOM QUESTION LIST

QID (Group ID)

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

25 character limit. Leave blank if you want DOT to fill this part out. CQ Label

KFB05027

Were you aware of the FTC ComplaintAssistant before visiting the site today?

Yes

B

Radio button, one-up vertical

Single

Y

Skip Logic Group

Aware Before Visit

No

C

Not sure

C

KFB05028

B

If you were aware of the FTC ComplaintAssistant process, how many times have you used it in the past to register a complaint?

0

Radio button, one-up vertical

Single

Y

Skip Logic Group

Times Used

1

2

3 or more

KFB05029

C

If you were not aware of the FTC ComplaintAssistant before today, how did you find us?

FTC Website

Checkbox, one-up vertical

Multi

Y

Skip Logic Group

How Did You Find

FTC Publication

Search engine

Another website

Referral from another agency, please specify

A

Friend/family member

Contacted the FTC

Other, please specify

A

KFB05030

A

Please let us know how you found us.

Text area, no char limit

N

Skip Logic Group

OE_How Did You Find

If you have visited the site before, did you notice any changes to the FTC Complaint Assistant site?

Yes

A,B,C,D,E

Radio button, one-up vertical

S

Y

Skip Logic Group

Redesign-Changes

No

NEW

A

Please tell us whether you agree or disagree with the following statements about the new site: The new site look and feel is visually pleasing.

Strongly Disagree

Drop down, select one

S

Y

Skip Logic Group

Redesign-Look & Feel

Disagree

Neutral

Agree

Strongly Agree

Don't know

NEW

B

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

Redesign-Nav

Disagree

Neutral

Agree

Strongly Agree

Don't know

NEW

C

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

Redesign-Find Info

Disagree

Neutral

Agree

Strongly Agree

Don't know

NEW

D

The new site design is an improvement over the previous design.

Strongly Disagree

Drop down, select one

S

Y

Skip Logic Group

Redesign-Improve from prev

Disagree

Neutral

Agree

Strongly Agree

Don't know

NEW

E

Please share with us your thoughts or opinions about the redesigned FTC Complaint Assistant site.

Text area, no char limit

S

N

Skip Logic Group

OE_Redesign Feedback

KFB05031

Was the FTC ComplaintAssistant easy to use?

Yes

Radio button, one-up vertical

Single

Y

Skip Logic Group

Easy to Use

No

D

Not sure

D

KFB05032

D

If it was not easy to use, what did you find difficult?

I did not understand which category I should have selected (i.e. automobile, internet, etc.).

Checkbox, one-up vertical

Multi

Y

Skip Logic Group

Difficulties

I did not understand what I was supposed to do.

I was unable to submit my complaint.

Other, please specify

A

KFB05033

A

Please let us know what other difficulties you had.

Text area, no char limit

N

Skip Logic Group

OE_Difficulties

KFB05034

If you could make one improvement to the FTC ComplaintAssistant process, what would it be?

Text area, no char limit

N

OE_One Improvement