Form 1015 2017 1015 TRICARE Mobile 4.10.2017

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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 is included. If you would like to modify this text please check with your analyst/client manager.
	Survey Invitation Text				Survey Invitation Text (STEP 1)
	Desktop				Tablet / Phone
		We'd welcome your feedback!				We'd welcome your feedback!
		Thank you for visiting our website. You have been selected to participate in a brief customer satisfaction survey to let us know how we can improve your experience.				Can we email or text you later a brief customer satisfaction survey so we can improve your mobile experience?
		The survey is designed to measure your entire experience, please look for it at the conclusion of your visit.				(Button text) No, thanks Yes, I'll help
		This survey is conducted by an independent company ForeSee, on behalf of the site you are visiting.			Survey Invitation Text (STEP 2)
					Tablet / Phone
		(Button text) No, thanks Yes, I'll give feedback
						Thank you for helping!
	Example Desktop
						Please provide your email address or mobile number (US and CA only). After your visit we’ll send you a link to the survey. Text Messaging rates apply.
						(Button text) Cancel email/text me
					Examples Tablet / Phone

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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		Welcome Text - Tablet / Phone
		Thank you for visiting tricare.mil. You've been randomly chosen to take part in a brief survey to let us know what we're doing well and where we can improve. Please take a few minutes to share your opinions, which are essential in helping us provide the best online experience possible.		Thank you for visiting tricare.mil. Please take a minute to share your opinions.
		Thank You Text		Thank You Text - Tablet / Phone
		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.		Thank you for taking our survey. We appreciate your input!
		Example Desktop		Example Mobile

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Sheet 4: Model Questions

Model Name		TRICARE Mobile 2017					Red & Strike-Through: Delete
Model ID							Underlined & Italicized: Re-order
Partitioned		Yes - 2MQ					Pink: Addition
Date		5/1/2016					Blue: Reword
	Label	Element Questions		Label	Satisfaction Questions		Label	Future Behaviors
		Look and Feel (1=Poor, 10=Excellent, Don't Know)			Satisfaction			Brand Confidence (1=Not At All Confident, 10=Very Confident)
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)	22	Brand Confidence	Please rate your level of confidence in TRICARE.
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)			Recommend Company (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)	23	Recommend Company	How likely are you to recommend TRICARE to someone else?
		Site Performance (1=Poor, 10=Excellent, Don't Know)						Return (1=Very Unlikely, 10=Very Likely)
4	Site Performance - Loading	Please rate how quickly pages load on this mobile site.				24	Return	How likely are you to return to tricare.mil using your mobile device?
5	Site Performance - Consistency	Please rate the consistency of speed from page to page on this mobile site.
6	Site Performance - Completeness	Please rate how completely the page content loads on this mobile site.
		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		TRICARE Mobile 2017				Red & Strike-Through: Delete
Model ID		0				Underlined & Italicized: Re-order
Partitioned		Yes - 2MQ				Pink: Addition
Date		3/13/2017				Blue: Reword
QID	QUESTION META TAG	Skip From	Question Text	Answer Choices	Skip To	Required Y/N	Type	Special Instructions	CQ Label
	Primary Reason		What is your primary reason for visiting the site today?	Locate a phone number to call TRICARE	B	Y	Radio button, one-up vertical	Skip Logic Group*	Primary Reason
				Read news
				Find plan information
				See what's covered				Randomize
				Find a Doctor
				Find cost information
				Find information about life events
				Find health and wellness information
				Pay a bill
				Log in to my account
				Book appointments
				Find a form
				Update info
				Obtain an ID card
				Check claim status
				Other (Please specify.)	A			Anchor Answer Choice
	Primary Reason - Other	A	Please specify the other reason for your visit.			Y	Text field, <100 char	Skip Logic Group*	Primary Reason - Other
		B	How likely are you to contact TRICARE via telephone in the future, to resolve your customer service needs? (1=Very Unlikely, 10 = Very Likely)	1		Y	Radio button, scale, no don't know	Skip Logic Group*
				2
				3
				4
				5
				6
				7
				8
				9
				10
	Accomplish		Did you find what you were looking for?	Yes	B	Y	Radio button, one-up vertical	Skip Logic Group*	Accomplish
				No	A
	Why Not Accomplish	A	Please tell us what you were unable to find.			Y	Text area, no char limit	Skip Logic Group*	Why Not Accomplish
	Accomplish Experience	B	Was it easy to find?	Yes		Y	Radio button, one-up vertical	Skip Logic Group*	Accomplish Experience
				No	B1
	Not Easy Accomplish	B1	Explain the difficulty you had in finding what you were looking for.			Y	Text area, no char limit	Skip Logic Group*	Not Easy Accomplish
	Status		Which of these best describes you?	Active Duty Service Member (includes all Uniformed Services)	N	Y	Radio button, one-up vertical	Skip Logic Group*	Status
				Retired Service Member	N
				National Guard or Reserve Member (Active, Reserve or Retired)	N
				Family of Active Duty Service Member	N
				Family of Retired Service Member	N
				Family of National Guard or Reserve Member	N
				Other (Provider, Staff, Government, Media, etc.)	M
	Other Status	M	Which of these other options best describes you?	Provider (Staff included)		Y	Radio button, one-up vertical	Skip Logic Group*	Other Status
				Government
				Government Contractor
				Media
				Not Listed
	Guard or Reserve Plan	N	Which plan are you using?	TRICARE Prime		Y	Radio button, one-up vertical	Skip Logic Group*	Guard or Reserve Plan
				TRICARE Prime Remote
				TRICARE Prime Overseas
				TRICARE Prime Remote Overseas
				TRICARE Standard and Extra
				TRICARE Standard Overseas
				TRICARE For Life
				TRICARE Reserve Select
				TRICARE Retired Reserve
				TRICARE Young Adult
				US Family Health Plan
				Other/Don’t Know
	Tools Used		Which tool did you primarily use today?	Covered Services Search Tool	B	Y	Radio button, one-up vertical	Skip Logic Group*	Tools Used
				Plan Finder	B			Randomize
				Compare Plans	B
				Pharmacy Savings Calculator	B
				Military Hospital and Clinic Locator	B
				Prime Service Area ZIP Code Tool	B
				TRICARE Prime Remote ZIP Code Tool	B
				Frequently Asked Question Database	B
				Call Us Wizard	B
				Find A Doctor Wizard	B
				Secure Login	B
				Other (Please specify.)	A			Anchor Answer Choice
				I didn't use a tool today				Mutually Exclusive
	OE_Tools Used	A	Please specify which tool(s) you used.			Y	Text area, no char limit	Skip Logic Group*	OE_Tools Used
	Tools Helpful	B	Did you find it helpful?	Yes		Y	Radio button, one-up vertical	Skip Logic Group*	Tools Helpful
				No	C
	OE_Why Unhelpful	C	Why did you find it unhelpful?			Y	Text area, no char limit	Skip Logic Group*	OE_Why Unhelpful
	Navigation Method		How did you primarily look for information or navigate the site today?	Search Bar		Y	Radio button, one-up vertical	Skip Logic Group*	Navigation Method
				Top Blue Menu Bar
				Get My Plan Info tool
				I Want To section
				Plan Finder Tool
				Something Changed? section
				Bottom Blue Menu Bar
				Clicked on links on the page
				Page bookmark or favorite link
				Google or other search engine
				Other (Please specify.)	A
	Navigation Method - Other	A	Please tell us how else you looked for information.			Y	Text field, <100 char	Skip Logic Group*	Navigation Method - Other
	Navigation Method - Browsing Experience		Did you have a good browsing experience today?	Yes				Skip Logic Group*	Navigation Method - Browsing Experience
				No	A
	Navigation Experience	A	Why wasn't your browsing experience good? (Check all that apply.)	Links often did not take me where I expected		Y	Checkbox, one-up vertical	Skip Logic Group*	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				Anchor Answer Choice
				I had a different navigation difficulty	B			Mutually Exclusive
	Navigation Experience - Other	B	Please tell us what you had difficulty navigating.			Y	Text area, no char limit	Skip Logic Group*	Navigation Experience - Other
	Visit Frequency		How often do you visit our mobile site?	First time		Y	Drop down, select one		Visit Frequency
				Every 6 months or less
				About once a month
				About once a week
				Daily
				More than once a day
	Demographics: Gender		What is your gender?	Male		Y	Drop down, select one		Demographics: Gender
				Female
				Prefer not to respond
	Demographics: Age		Which category includes your age?	Under 18		Y	Drop down, select one		Demographics: Age
				18 - 24
				25 - 34
				35 - 44
				45 - 54
				55 - 64
				65 or older
				Prefer not to respond
	Improve		What else can we do to improve your mobile experience?			Y	Text area, no char limit		Improve
	TRICARE Info via other source		Are you likely to access TRICARE information via another source other than the mobile site?	Yes	A	Y	Drop down, select one	Skip Logic Group*	TRICARE Info via other source
				No
	TRICARE Info Via Other Source - Yes	A	Which source are you likely to use? (Check all that apply.)	TRICARE.mil on desktop/laptop		Y	Checkbox	Skip Logic Group*	TRICARE Info Via Other Source - Yes
				Call Center
				TRICARE partner website (e.g., Humana, HealthNet, Dental, Pharmacy)
				Handbook or brochure
				Social media
				None of these
	Desktop Version Y or N		Have you used the desktop version of this site before?	Yes	A	Y	Drop down, select one		Desktop Version Y or N
				No
	Site Preference	A	Which version of the site do you prefer?	Desktop	C	Y	Drop down, select one	Skip Logic Group*	Site Preference
				Mobile
				Don't know
	Desktop Site OE	C	What do you like most about the desktop site?			Y	Text area, no char limit	Skip Logic Group*	Desktop Site OE
	Mobile Site OE		What do you like most about the mobile site?			Y	Text area, no char limit	Skip Logic Group*	Mobile Site OE