Form 1006 2017 1006 myRA Mobile Browse 2.13.17

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Overview

How to read this file
Survey Invitation
Welcome and Thank You Text
Model Questions
Custom Questions

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Sheet 1: How to read this file

Survey Invitation
This is the standard survey invitation. Default text is included. If you would like to modify this text please check with your analyst/client manager.
Welcome and Thank You Text
The text you see here will appear at the top and bottom of your survey. Default text is included and you may modify this text as needed.
Model Questions
As discussed during the kick-off call, the model questions are part of the ForeSee methodology. For consistency within the model, these questions are standardized and have been tested and validated. Standardization of model questions allows benchmarking across companies/industries, and these questions are used in calculating scores and impacts.
Focus on the future behaviors; I’ve started with some that I believe are a good fit but we can certainly make adjustments. These are desired customer outcomes that are impacted by customer satisfaction.
Custom Questions
When reviewing the custom questions tab, keep in mind these questions are used for segmentation analysis of the model data. It is suggested that you add, delete or change custom questions over time, as your needs or business objectives change.
Focus Area #1: Achieving Actionable Data - Know what changes are being made based on the intelligence - Change Custom Questions so that stakeholders see a clear “must do”
Focus Area #2: Aligning Data to Business Strategies - Update your Custom Questions as business cycles change - Integrate Executive Level questions to evaluate initiatives
Focus Area #3: Strategic and Tactical Value - Influence Board Room Decisions - Change Operational Approaches - Mature Your Research
Making Changes
Simply make the change that you desire and highlight that change with a different color text. Red works well because it stands out. If the change is "complicated" a brief explanation about what you would like to accomplish will help us understand your request and figure out the best way to implement. -Or- Just give us a call; talking through changes over the phone makes it quick and easy.

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Sheet 2: Survey Invitation

	This is the standard survey invitation.
	Default text shown. If you would like to modify this text please check with your launch partner/analyst/client manager.
	Survey Invitation Text				Email Message
	Mobile				Mobile
		Your ideas make us better!				Thank you for helping improve the myRA.gov mobile experience.
		Let us know how to improve our site so we can better serve you.
		(Button text) Text Me Email Me				Please take a minute to complete your customer satisfaction survey here: <a href="$surveyLink">$surveyLink</a>
					Text Message - Mobile (U.S. & CA only) NOTE: *Mobile carriers require that a text does not exceed 160 characters, The survey link requires 32 characters, leaving 128 custom characters (Including spaces) for the message.
	Example Mobile
						As promised, here is your myRA.gov survey: $surveyLink. Text STOP to quit. Msg & Data rates may apply.
					Examples Mobile

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Sheet 3: Welcome and Thank You Text

	The text you see here will appear at the top and bottom of your survey, examples below.
	Default text is included and you may modify this text as needed.
	Welcome and Thank You Text
		Welcome Text - Tablet / Phone
		Thank you for visiting myRA.gov. You've been selected to participate in a brief survey to let us know how we can improve your experience. Please take a minute to share your opinions.
		Thank You Text - Tablet / Phone
		Thank you for taking our survey - and for helping us serve you better. We appreciate your input!
		Example Mobile

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Sheet 4: Model Questions

Model Name		myRA Mobile Browse					Red & Strike-Through: Delete
Model ID							Underlined & Italicized: Re-order
Partitioned		Yes - 2MQ					Pink: Addition
Date		2/1/2017					Blue: Reword
	Label	Element Questions		Label	Satisfaction Questions		Label	Future Behaviors
		Look and Feel (1=Poor, 10=Excellent, Don't Know)			Satisfaction			Recommend Company (1=Very Unlikely, 10=Very Likely)
1	Look and Feel - Appeal	Please rate the visual appeal of this mobile site.	19	Satisfaction - Overall	What is your overall satisfaction with this mobile site? (1=Very Dissatisfied, 10=Very Satisfied)	23	Recommend Company	How likely are you to recommend myRA.gov to someone else?
2	Look and Feel - Balance	Please rate the balance of graphics and text on this mobile site.	20	Satisfaction - Expectations	How well does this mobile site meet your expectations? (1=Falls Short, 10=Exceeds)			Return (1=Very Unlikely, 10=Very Likely)
3	Look and Feel - Readability	Please rate the readability of the pages on this mobile site.	21	Satisfaction - Ideal	How does this site compare to your idea of an ideal mobile site? (1=Not Very Close, 10=Very Close)	24	Return	How likely are you to return to myRA.gov using your mobile device?
		Site Performance (1=Poor, 10=Excellent, Don't Know)						Primary Resource (1=Very Unlikely, 10=Very Likely)
4	Site Performance - Loading	Please rate how quickly pages load on this mobile site.				25	Primary Resource	How likely are you to use this site as your primary resource for obtaining information about myRA?
5	Site Performance - Consistency	Please rate the consistency of speed from page to page on this mobile site.						Apply Online (1=Very Unlikely, 10=Very Likely)
6	Site Performance - Completeness	Please rate how completely the page content loads on this mobile site.				26	Apply Online	How likely are you to submit an application online with myRA.gov in the next 30 days?
		Navigation (1=Poor, 10=Excellent, Don't Know)
7	Navigation - Organized	Please rate how well this mobile site is organized.
8	Navigation - Options	Please rate the options available for navigating this mobile site.
9	Navigation - Layout	Please rate how well the mobile site layout helps you find what you need.
		Information Browsing (1=Poor, 10=Excellent, Don't Know)
10	Information Browsing - Sort	Please rate the ability to sort information by criteria that are important to you on this mobile site.
11	Information Browsing - Narrow	Please rate the ability to narrow choices to find the information you are looking for on this mobile site.
12	Information Browsing - Features	Please rate how well the features on the mobile site help you find the information you need.
		Site Information (1=Poor, 10=Excellent, Don't Know)
13	Site Information - Thoroughness	Please rate the thoroughness of information on this mobile site.
14	Site Information - Understandable	Please rate how understandable information is on this mobile site.
15	Site Information - Answers	Please rate how well the information provides answers to your questions.

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Sheet 5: Custom Questions

Model Name	myRA Mobile Browse				Red & Strike-Through: Delete
Model ID	0				Underlined & Italicized: Re-order
Partitioned	Yes - 2MQ				Pink: Addition
Date	2/1/2017				Blue: Reword
QID	Skip From	Question Text	Answer Choices	Skip To	Required Y/N	Type	Special Instructions	CQ Label
		What is your primary reason for visiting the site today?	Learn about myRA		Y	Radio button, one-up vertical	Randomize	Primary Reason
			Enroll with myRA
			Log in to my account to check status
			Contribute funds to a myRA account
			Manage my personal profile
			Get answers from the FAQ section
			Download forms
			Download presentations, flyers or other resource materials
			Download toolkits
			Watch informative videos
			Use myRA savings calculators
			Find contact information
			Other				Anchor Answer Choice
		Did you accomplish what you wanted to do today on this site?	Yes		Y	Radio button, one-up vertical	Skip Logic Group*	Accomplish
			No	A
	A	Please tell us why you were unable to accomplish your task today.			N	Text area, no char limit	Skip Logic Group*	Why Not Accomplish
		What source brought you to the site today?	Recommendation from someone I know		Y	Radio button, one-up vertical		Acquisition Source
			Search engine
			I have been to this site before
			Tax preparation software
			A news article or press release				Randomize
			Another government agency
			Internet blogs or discussion forums
			Information on social networks (Facebook, Twitter)
			Other				Anchor Answer Choice
		How did you look for information or navigate the site today? (Please select all that apply.)	Navigation menu		Y	Checkbox, one-up vertical	Skip Logic Group*	Navigation Method
			Search feature	A
			Clicked on links on the page
			Page bookmark or favorite link
			Google or other search engine
			Other
	A	Please tell us about your experience with the site's search feature today. (Select all that apply.)	Results were not relevant/not what I wanted		Y	Checkbox, one-up vertical	Randomize	Search Experience
			Too many results/I needed to refine my search
			Not enough results				Skip Logic Group*
			Returned NO results
			Received error message(s)
			Search speed was too slow
			I experienced a different search issue				Anchor Answer Choice
			I had no difficulty with search / results were helpful				Mutually Exclusive
		How would you describe your browsing experience on the site today? (Please select all that apply.)	Links often did not take me where I expected		Y	Checkbox, one-up vertical		Navigation Experience
			I had difficulty finding relevant information
			Links and labels were difficult to understand
			There were too many links or navigation options to choose from				Randomize
			I had technical difficulties (error messages, broken links, etc.)
			I could not navigate back to previous information
			I had a different navigation difficulty				Anchor Answer Choice
			I had no difficulty navigating the site				Mutually Exclusive
		Did using myRA.gov save you from having to call us or e-mail us?	Yes	A	Y	Radio button, one-up vertical		Saved Further Contact
			No, I had to call or email after using the site
		Which of the following issues, if any, did you experience while reviewing information? (Please select all that apply.)	Information was not up to date		Y	Checkbox, one-up vertical		Information Issues
			Information did not answer my questions
			Information was not presented in a concise format
			Wording was not clear
			Text was difficult to read
			Other
			No issues reviewing information occurred				Mutually Exclusive
		Which of these best describes you?	Individual		Y	Drop down, select one		Role
			Employer
			Tax Professional
			Community Partner
			Consumer Organization
			Business Association
			Media
			Other
		How often do you visit this site?	This is my first visit		Y	Drop down, select one		Visit Frequency
			Once every 6 months or less often
			Once every few months
			Monthly
			Weekly
			Daily or more often
		Do you have an existing myRA account?	Yes		Y	Radio button, one-up vertical		Existing account
			No
		Did you attempt to enroll in myRA using a mobile device?	Yes	A	Y	Radio button, one-up vertical	Skip Logic Group*	Enroll
			No
	A	Please rate how easy or difficult it was to enroll in myRA using a mobile device.	1 = Very Difficult		Y	Radio button, scale, no don't know	Skip Logic Group*	Enroll_Ease Rating
			2
			3
			4
			5
			6
			7
			8
			9
			10 = Very Easy
		What else would you like to share with us to help improve your online experience with myRA.gov?			N	Text area, no char limit		Improve
		What is your gender?	Male		N	Radio button, one-up vertical		Demos: Gender Fed Govt
			Female
			Prefer not to respond
		Which category includes your household income?	Under $25,000		N	Drop down, select one		Demos: Income
			$25,000 - $49,999
			$50,000 - $74,999
			$75,000 - $99,999
			$100,000 or more
			Prefer not to respond
		Which category includes your age?	Under 18		N	Drop down, select one		Demos: Age
			18 - 24
			25 - 34
			35 - 44
			45 - 54
			55 - 64
			65 or older
			Prefer not to respond
		What is your highest level of education completed?	Some high school or less		N	Drop down, select one		Demos: Education
			High school graduate or GED
			Some college credit, no degree
			Associate degree (e.g., AA, AS)
			Bachelor's degree (e.g., BA, AB, BS)
			Master's degree (e.g., MA, MS, MEng, MEd, MSW, MBA)
			Professional degree (e.g., MD, DDS, DVM, LLB, JD)
			Doctorate degree (e.g., PhD, EdD)
			Prefer not to respond
		What is your ethnicity?	Hispanic or Latino		N	Radio button, one-up vertical		Demos: Ethnicity Fed Govt
			Not Hispanic or Latino
			Prefer not to answer
		What is your race? (Please select all that apply.)	American Indian or Alaska Native		N	Checkbox, one-up vertical		Demos: Race Fed Govt
			Asian
			Black or African American
			Native Hawaiian or Other Pacific Islander
			White
			Prefer not to respond				Mutually Exclusive