Form 1052 2017 1052 Q_FEMA_Audience 2_12.15.2017

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Overview

How to read this file
Welcome and Thank You Text
Model 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
		We understand that an adjuster recently visited your property in order to examine the flood damages you reported and complete your flood insurance claim. Please take our survey so that we can better understand your experience and, in turn, serve you better.
		Thank You Text
		We greatly appreciate you taking the time to share your experience with us so that we will be well-informed of our policyholders' needs and improve the National Flood Insurance Program (NFIP).
		Example Desktop

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Sheet 3: Model Questions

Model Name		FEMA Audience 2					Red & Strike-Through: Delete
Model ID							Underlined & Italicized: Re-order
Partitioned		No					Pink: Addition
Date		12/15/2017
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 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 an ideal process for filing an insurance 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)
						6	Renew	How likely are you to renew your NFIP policy again next year?