Form 1032 2017 1032 Q_FEMA - NFIP_Claim Filing Functional_20170829
E-Government Website Customer Satisfaction Surveys
2017 1032 Q_FEMA - NFIP_Claim Filing Functional_20170829.xlsx
2017 1032 Q_FEMA - NFIP_Claim Filing Functional_20170829
OMB: 1090-0008
⚠️ Notice: This form may be outdated. More recent filings and information on OMB 1090-0008 can be found here:
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Welcome and Thank You Text
Model Questions
Custom Questions
Overview
How to read this fileWelcome and Thank You Text
Model Questions
Custom Questions
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” |
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| Focus Area #2: Aligning Data to Business Strategies - Update your Custom Questions as business cycles change - Integrate Executive Level questions to evaluate initiatives |
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| 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 | |||||
| We understand that you filed a claim with the National Flood Insurance Program (NFIP) after experiencing a flood loss. We appreciate you taking the time to take this survey. By taking this brief survey, your input will help improve our process. |
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| Thank You Text | |||||
| Thank you for taking our survey and for helping us serve you better. |
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| Example Desktop | |||||
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Sheet 3: Model Questions
| Model Name | NFIP Claim Filing Functional Survey |
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| Model ID | Underlined & Italicized: Re-order | |||||||
| Partitioned | No | Pink: Addition | ||||||
| Date | 8/29/2017 | |||||||
| Model Version | NA | Blue: Reword | ||||||
| Label | Element Questions | Label | Satisfaction Questions | Label | Future Behaviors | |||
| Satisfaction | Recommend Company (1=Very Unlikely, 10=Very Likely) |
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| 1 | Satisfaction - Overall | What is your overall satisfaction with the process for filing a flood insurance claim with the NFIP? (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 filing a claim 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 filing a claim? (1=Not Very Close, 10=Very Close) |
5 | Trust | Please rate your level of trust in NFIP flood insurance. | |||
| Renew (1=Very Unlikely, 10=Very Likely) |
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| 6 | Renew | How likely are you to renew your NFIP policy again next year? | ||||||
Sheet 4: Custom Questions
| Model Name | NFIP Claim Filing Functional Survey |
|
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| Model ID | 0 | Underlined & Italicized: Re-order | |||||||
| Partitioned | No | Pink: Addition | |||||||
| Date | 8/29/2017 | Blue: Reword | |||||||
| QID | QUESTION META TAG | Skip From | Question Text | Answer Choices | Skip To | Required Y/N |
Type | Special Instructions | CQ Label |
| Was the communication and guidance you received on how to file your claim easy to understand? | Yes | Y | Radio button, one-up vertical | Skip Logic Group* | Guidance Clarity | ||||
| No | A | ||||||||
| Don't know | |||||||||
| A | Please tell us what was not easy to understand. | N | Text area, no char limit | Skip Logic Group* | OE_Guidance Clarity | ||||
| Was the process to file your claim simple? | Yes | Y | Radio button, one-up vertical | Skip Logic Group* | Process Simplicity | ||||
| No | A | ||||||||
| Don't know | |||||||||
| A | Please tell us why you found filing your claim was not simple. | N | Text area, no char limit | Skip Logic Group* | OE_Process Simplicity | ||||
| Where are you currently in the NFIP claims process? | Completed my claim filing | Y | Radio button, one-up vertical | Primary Reason | |||||
| Finalizing my claim submission | |||||||||
| Find information about filing a claim | |||||||||
| Find information about NFIP flood insurance | |||||||||
| Submit supporting documentation for a loss | |||||||||
| Add/change supporting documentation for a loss | |||||||||
| Review the status of my claim | |||||||||
| Find contact information | |||||||||
| Other | |||||||||
| Which of these options did you mainly use to prepare for filing your claim? | Website | B | Y | Radio button, one-up vertical | Skip Logic Group* | Report Loss | |||
| Mobile site | B | ||||||||
| Call center | C | ||||||||
| Agent | C | ||||||||
| Other, please specify | A | ||||||||
| A | Please tell us how you filed your claim: | N | Text area, no char limit | Skip Logic Group* | OE_Report Method | ||||
| B | How satisfied were you with your experience navigating the site for the information you needed to prepare your claim? | 1 = Very dissatisfied | B1 | Y | Radio button, scale, no don't know | Skip Logic Group* | Site Navigation | ||
| 2 | B1 | ||||||||
| 3 | B1 | ||||||||
| 4 | B1 | ||||||||
| 5 | B1 | ||||||||
| 6 | B1 | ||||||||
| 7 | |||||||||
| 8 | |||||||||
| 9 | |||||||||
| 10 = Very satisfied | |||||||||
| B1 | Please explain your reason for providing this rating. | N | Text area, no char limit | Skip Logic Group* | OE_Site Navigation | ||||
| C | Was the person you spoke with sympathetic to your situation? | Yes | Y | Radio button, one-up vertical | Skip Logic Group* | Rep/Agent Sympathetic | |||
| No | |||||||||
| C | Was the person you spoke with knowledgeable about the process for filing a claim? | Yes | Y | Radio button, one-up vertical | Skip Logic Group* | Rep/Agent Knowledgeable | |||
| No | |||||||||
| C | Were you able to obtain the assistance you needed? | Yes | Y | Radio button, one-up vertical | Skip Logic Group* | Rep/Agent Obtain Assistance | |||
| No | |||||||||
| C | Was the person you spoke with courteous? | Yes | Y | Radio button, one-up vertical | Skip Logic Group* | Rep/Agent Courteousness | |||
| No | |||||||||
| C | Was your call answered promptly? | Yes | Y | Radio button, one-up vertical | Skip Logic Group* | Call Answered Promptly | |||
| No | |||||||||
| Did you seek additional information to support filing your claim? | Yes | A | Y | Radio button, one-up vertical | Skip Logic Group* | Additional Info | |||
| No | |||||||||
| A | Were you able to find the information you needed? | Yes | B | Y | Radio button, one-up vertical | Skip Logic Group* | Find Info | ||
| No | C | ||||||||
| B | Where did you obtain the information you needed? (Please select all that apply.) | Website | Y | Checkbox, one-up vertical | Skip Logic Group* | Where Find Info | |||
| Mobile site | Randomize | ||||||||
| NFIP Handbook | |||||||||
| Local official | |||||||||
| Family or friend | |||||||||
| My agent | |||||||||
| My insurance carrier | |||||||||
| Call center | |||||||||
| Other, please specify | B1 | Anchor Answer Choice | |||||||
| B1 | Please tell us how you obtained the information you needed: | N | Text area, no char limit | Skip Logic Group* | OE_Where Find Info | ||||
| C | Please tell us what you were looking for and were unable to find: | N | Text area, no char limit | Skip Logic Group* | OE_What Info Missing | ||||
| Approximately how long ago did you file your claim? | Less than one week | Y | Radio button, one-up vertical | Filing Timing | |||||
| One to two weeks | |||||||||
| More than two weeks | |||||||||
| Don't know | |||||||||
| Have not filed my claim yet | |||||||||
| Do you feel the information you have regarding the NFIP claims process empowers you to successfully complete any next steps in the claims process? | Yes | Y | Radio button, one-up vertical | Claim Empowerment | |||||
| No | |||||||||
| Don't know | |||||||||
| Do Next | What do you plan to do next? | Visit my insurance company website | Y | Radio button, one-up vertical | Skip Logic Group* | Do Next | |||
| Wait for the review of my claim to come through | |||||||||
| Contact my agent | |||||||||
| Contact my adjuster | |||||||||
| Contact my insurance company | |||||||||
| Other, please specify | A | ||||||||
| Nothing | |||||||||
| A | Please tell us what you plan to do next: | N | Text area, no char limit | Skip Logic Group* | OE_Do Next | ||||
| Please tell us what we can improve in the process for filing a claim: | N | Text area, no char limit | OE_Improve | ||||||
| Have you filed and completed an NFIP claim previously (not including this current claim)? | Yes | A | Y | Radio button, one-up vertical | Skip Logic Group* | Previous Claim | |||
| No | |||||||||
| A | Were you satisfied with your previous NFIP claim experience? | Yes | Y | Radio button, one-up vertical | Skip Logic Group* | Prev Claim Sat | |||
| No | B | ||||||||
| B | Please tell us why you were not satisfied with your previous claim experience: | N | Text area, no char limit | Skip Logic Group* | OE_Not Sat | ||||
| Demographics: Gender | What is your gender? | Male | N | Radio button, one-up vertical | Demos: Gender Fed Govt | ||||
| Female | |||||||||
| Prefer not to respond | |||||||||
| Demographics: Age | 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 | |||||||||
| Please tell us what type of property has sustained damage. | Residential | Y | Radio button, one-up vertical | Property Type | |||||
| Business | |||||||||
| Other property | |||||||||
| 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 |
| File Type | application/vnd.openxmlformats-officedocument.spreadsheetml.sheet |
| File Modified | 0000-00-00 |
| File Created | 0000-00-00 |
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