926 2015 926 USDA FNS Customer Service Standards

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Overview

Welcome and Thank You Text
Model Qs
Custom Qs

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Sheet 1: Welcome and Thank You Text

Welcome and Thank You Text
	Welcome Text			Thank You Text
	Thank you for contacting the USDA. 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 regarding your most recent resolved inquiry with a USDA FNS Regional office. Your opinions are essential in helping us provide the best customer experience possible.			Thank you for taking our survey - and for helping us serve you better. Please note you will not receive a response from us based on your survey comments. If you would like us to contact you about your feedback, please visit the Contact Us section of our website.

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Sheet 2: Model Qs

Model Name		USDA FNS Customer Service Standards					Red & Strike-Through: Delete
Model ID		(MID)					Underlined & Italicized: Re-order
Partitioned		NO. Model is not partitioned.					Pink: Addition
Date		5/20/2015					Blue: Reword
USDA FNS Customer Service Standards - Model Questions
	Label	Element Questions		Label	Satisfaction Questions		Label	Future Behaviors
		Accessibility (1=Poor, 10=Excellent, Don't Know)			Satisfaction
1	Accessibility - Convenience	Please rate the FNS Regional Office on the following: The convenience for your needs	16	Satisfaction - Overall	What is your overall satisfaction with your FNS Regional Office customer service experience? (1=Very Dissatisfied, 10=Very Satisfied)
2	Accessibility - Efficiency	The number of steps needed to connect with a representative	17	Satisfaction - Expectations	How well did your FNS Regional Office customer service experience meet your expectations? (1=Fell Short, 10=Exceeded)
3	Accessibility - Performance	How well the regional office connects you with the appropriate representative	18	Satisfaction - Ideal	How well did your FNS Regional Office customer service experience compare to your idea of an ideal customer experience? (1=Not Very Close, 10=Very Close)
		Knowledge (1=Poor, 10=Excellent, Don't Know)
4	Knowledge - Understanding	Please rate the knowledge of the representative who resolved your inquiry in the following areas: Quick understanding of your request or concern
5	Knowledge - Directness	Ability to directly answer your questions
6	Knowledge - Accuracy	Accuracy of information provided
		Response Speed (1=Poor, 10=Excellent, Don't Know)
7	Response Speed - Time	Please rate the speed to resolve your inquiry: Length of time needed to resolve your inquiry
8	Response Speed - Efficiency	Number of steps taken to complete the process
9	Response Speed - Fixed First Time	Degree to which your inquiry was resolved the first time
		Professionalism (1=Poor, 10=Excellent, Don't Know)
10	Professionalism - Understandable	Please rate the professionalism of the representative who resolved your inquiry in the following areas: Use of understandable terms during your communications
11	Professionalism - Responsiveness	Responsiveness to your questions or concerns
12	Professionalism - Courtesy	Courtesy shown to you
		Resolution (1=Poor, 10=Excellent, Don't Know)
13	Resolution - Detail	Please rate the answer provided to your inquiry in the following areas: Level of detail provided
14	Resolution - Usefulness	Usefulness to your needs
15	Resolution - Clarity	Clarity of reasoning and logic

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Sheet 3: Custom Qs

Model Name	USDA FNS Customer Service Survey				Red & Strike-Through: Delete
Model ID	(MID)				Underlined & Italicized: Re-order
Partitioned	No				Pink: Addition
Date	5/20/2015				Blue: Reword
USDA FNS Customer Service Standards - Custom Questions
QID	Skip From	Question Text	Answer Choices	Skip To	Required Y/N	Type	Special Instructions	CQ Label
		Are you aware of the USDA FNS Standards for times to resolve inquiries?	Yes, and I know the standards for specific times		Y			Aware Standards
			Yes, but I do not know the standards for specific times	Andrea Fuhrel-Forbis: For anyone with these responses we could direct them (upon survey completion) to a URL with the standards. STYP?
			No, I am not aware of these standards	STYP?
		In the past 6 months, approximately how many inquiries have you made with USDA FNS?	This was my first inquiry		Y	Drop down, select one		Previous Inquiries
			10 or fewer previous inquiries
			11-30 previous inquiries
			More than 30 previous inquiries
			Not sure/Do not remember				Mutually exclusive
		Thinking of your most recent resolved inquiry with USDA FNS, how would you best describe the type of inquiry?	Routine		Y	Radio button, one-up vertical	Skip Logic Group	Inquiry Type
			Novel
			Complex
			Other	A
	A	Please specify your reason for contacting USDA.			N	Text area, no char limit	Skip Logic Group	OE_Inquiry Type
		For your most recent resolved inquiry, how did you initially contact USDA FNS?	Email		Y	Drop down, select one	Skip Logic Group	Contact Method
			Telephone
			Postal mail
			Other	A
	A	What other method did you use to initially contact USDA FNS?			N	Text area, no char limit	Skip Logic Group	OE_Contact Method
		How long did you wait for your inquiry to be acknowledged?	Same day		Y	Drop down, select one		Time Acknowledged
			1 business day
			2-3 business days
			4-5 business days
			More than 5 business days
			My inquiry was never acknowledged before it was resolved
		Approximately how long did you wait for your inquiry to be resolved?	0-10 business days		Y	Drop down, select one		Time Resolved
			11-20 business days
			21-30 business days
			31-40 business days
			41-50 business days
			51-60 business days
			61-100 business days
			More than 100 business days
		Did your inquiry ultimately receive the particular outcome or answer you were seeking (e.g., your inquiry was resolved with a favorable outcome, your waiver was granted, etc.)?	Yes		Y	Drop down, select one		Desired Outcome
			Partially
			No
			Not sure
		Which of the following best describes you?	State program director		Y	Radio button, one-up vertical	Skip Logic Group	Role
			Staff of state program director
			Other	B
	B	Please specify the role that best describes you.			N	Text area, no char limit	Skip Logic Group	OE_Role
		What was the most positive aspect of your experience with USDA FNS?			N	Text area, no char limit		OE_Most Positive
		If you could suggest one improvement to the USDA FNS customer service experience, what would it be?			N	Text area, no char limit		OE_Suggestions