Form 1038 2014 793 FTC ComplaintAssistant survey

E-Government Website Customer Satisfaction Surveys

2014 793 FTC ComplaintAssistant survey.xlsx

2014 793 FTC ComplaintAssistant survey

OMB: 1090-0008

Document [xlsx]
Download: xlsx | pdf

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)


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.
















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

































































































































































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?







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

















































































































































































































































































































































































































































































































































































































































































































































































































































































































































































































































































































































































































































































































































































































































































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.





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
















































































































































































































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























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