Form 1025 2017 1025 Q_FEMA - NFIP_Adjuster Functional_20170901

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Overview

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

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Sheet 1: How to read this file

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

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Sheet 2: 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
		This survey is geared for adjusters who have worked on flood insurance claims. The National Flood Insurance Program (NFIP) would like to hear from you given your unique perspective. If you have been working the filed for awhile, please consider your most recent set of experiences when providing your opinions in this survey. By taking this brief survey, your input will help improve our process for both you the adjuster and the customers we work with.
		Thank You Text
		Thank you for taking our survey and for helping us serve you better.
		Example Desktop

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Sheet 3: Model Questions

Model Name		NFIP Adjuster Functional					Red & Strike-Through: Delete
Model ID							Underlined & Italicized: Re-order
Partitioned		No					Pink: Addition
Date		9/1/2017
Model Version		NA					Blue: Reword
	Label	Element Questions		Label	Satisfaction Questions		Label	Future Behaviors
					Satisfaction			Recommend Company (1=Very Unlikely, 10=Very Likely)
			1	Satisfaction - Overall	What is your overall satisfaction with the process for adjusting NFIP flood insurance claims? (1=Very Dissatisfied, 10=Very Satisfied)	4	Recommend Company	How likely are you to recommend purchasing NFIP flood insurance to someone else?
			2	Satisfaction - Expectations	How well does the NFIP process for adjusting claims meet your expectations? (1=Falls Short, 10=Exceeds)			Trust (1=Not at all Trustworthy, 10=Very Trustworthy)
			3	Satisfaction - Ideal	How does the NFIP process compare to your ideal process for adjusting an insurance claim? (1=Not Very Close, 10=Very Close)	5	Trust	Please rate your level of trust in NFIP flood insurance.
								Continue in Role (1=Very Unlikely, 10=Very Likely)
						6	Continue in Role	How likely are you to continue to accept NFIP policy claims adjustment work in the future?

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Sheet 4: Custom Questions

Model Name	NFIP Adjuster Functional				Red & Strike-Through: Delete
Model ID	0				Underlined & Italicized: Re-order
Partitioned	No				Pink: Addition
Date	9/1/2017				Blue: Reword
QID	Skip From	Question Text	Answer Choices	Skip To	Required Y/N	Type	Special Instructions	CQ Label
		How often is the initial info you receive to support a request to adjust an NFIP flood insurance claim complete?	Under 10% of the time	A	Y	Radio button, one-up vertical	Skip Logic Group*	Initial Info Lacking
			10% to 30% of the time	A
			31% to 50% of the time	A
			51% to 70% of the time	A
			71% to 90% of the time	A
			Over 90% of the time
	A	If there are certain initial type(s) of information you most commonly find to be missing, please tell us about them here.			N	Text area, no char limit	Skip Logic Group*	OE_Initial Info Lacking
		How often is the property owner typically on site when you visit?	Under 10% of the time	A	Y	Radio button, one-up vertical	Skip Logic Group*	Owner On Site
			10% to 30% of the time	A
			31% to 50% of the time	A
			51% to 70% of the time	A
			71% to 90% of the time	A
			Over 90% of the time	A
			I rarely if ever work on site
	A	How often do you feel the property owner understands your role and how it impacts their flood insurance claim?	Under 10% of the time	B	Y	Radio button, one-up vertical	Skip Logic Group*	Owner Understanding
			10% to 30% of the time	B
			31% to 50% of the time	B
			51% to 70% of the time	B
			71% to 90% of the time	B
			Over 90% of the time
	B	Please tell us what you most commonly hear about from property owners about what they don't understand.			N	Text area, no char limit	Skip Logic Group*	OE_Owner Concerns
		How long does it typically take until you receive notice of an examiner's review of your initial adjuster report?	Usually within a week		Y	Radio button, one-up vertical		Examiner Review Timing
			2 weeks
			3 weeks
			4 weeks
			5 or 6 weeks
			More than 6 weeks
		How often have you had to update your preliminary adjuster report after the examiner reviews it?	Never or very rarely		Y	Radio button, one-up vertical	Skip Logic Group*	Update Examiner Requests
			Infrequently
			Sometimes	A
			Frequently	A
			Always or very frequently	A
	A	Do you find that specific examiners request more updates than others?	Yes		Y	Radio button, one-up vertical	Skip Logic Group*	Updates Examiner Specific
			No
			Don't know
		How often does the examiner request a change in the loss value assessment following your submission of preliminary or updated adjuster reports?	Never or very rarely		Y	Radio button, one-up vertical	Skip Logic Group*	Loss Change Requested
			Infrequently	A, B
			Sometimes	A, B
			Frequently	A, B
			Always or very frequently	A, B
	A	Do you find that specific examiners request more change in loss assessments than others?	Yes		Y	Radio button, one-up vertical	Skip Logic Group*	Loss Change Examiner Specific
			No
			Don't know
	B	How often is the examiner's requested change in loss-value a small or negligible amount, given your initial assessment following the site visit?	Never or very rarely		Y	Radio button, one-up vertical	Skip Logic Group*	Loss Change Small
			Infrequently
			Sometimes
			Frequently
			Always or very frequently
		How often do you have to request additional documents from the property owner following your visit or an examiner's review of your initial or amended adjuster reports?	Never or very rarely		Y	Radio button, one-up vertical	Skip Logic Group*	Extra Owner Info Needed
			Infrequently
			Sometimes	A
			Frequently	A
			Always or very frequently	A
	A	How long does it typically take until you receive the requested documents back from the property owner after you request them?	Usually within a week		Y	Radio button, one-up vertical	Skip Logic Group*	Extra Owner Info Return Time
			2 weeks
			3 weeks
			4 weeks
			More than 4 weeks
		How do you feel about the requirements to be certified as an adjuster to handle NFIP flood insurance program claims? (Please select all that apply.)	Requirements are overly complex	A	Y	Checkbox, one-up vertical	Skip Logic Group*	Adjuster Certification
			Requirements are difficult to fulfill	A
			Requirements change too often	A
			I have no issue with the requirements/certification process				Mutually Exclusive
	A	Please use this space to share any examples of certification process steps or requirements changes that you felt were unneccessary or that could be improved:			N	Text area, no char limit	Skip Logic Group*	OE_Certification
			5-10 years
			More than 10 years ago
		Which types of properties do you work with when adjusting flood insurance claims? (Please select all that apply.)	Residential		N	Checkbox, one-up vertical		Property Type
			Business
			Other property
		When did you handle a flood insurance claim as an adjuster for the first time?	Within the past three months		N	Radio button, one-up vertical		Adjuster Service Length
			3-6 months
			7-12 months
			1-2 years
			3-5 years
			5-10 years
			More than 10 years ago
		We want to hear from you! If you have any thoughts on how we can improve or streamline the FEMA - NFIP flood insurance process from YOUR perspective as an adjuster, please share them here.			N	Text area, no char limit		OE_Improve
		In which state do you live?	Alabama		N	Drop down, select one		State
			Alaska
			Arizona
			Arkansas
			California
			Colorado
			Connecticut
			Delaware
			District of Columbia
			Florida
			Georgia
			Hawaii
			Idaho
			Illinois
			Indiana
			Iowa
			Kansas
			Kentucky
			Louisiana
			Maine
			Maryland
			Massachusetts
			Michigan
			Minnesota
			Mississippi
			Missouri
			Montana
			Nebraska
			Nevada
			New Hampshire
			New Jersey
			New Mexico
			New York
			North Carolina
			North Dakota
			Ohio
			Oklahoma
			Oregon
			Pennsylvania
			Rhode Island
			South Carolina
			South Dakota
			Tennessee
			Texas
			Utah
			Vermont
			Virginia
			Washington
			West Virginia
			Wisconsin
			Wyoming
			I live outside of the United States
			Prefer not to respond