2019 GSA Customer Loyalty Survey (Req-37)

3090-0297

Req-37 Instrument

2019 Customer Loyalty Survey

For PRA Review only – Contents of this box will not be displayed to recipients.

Note that this survey depends on embedded data to determine which questions will be displayed to each recipient. Embedded data are commands built into the survey that draw information from the contact list. Survey responses remain confidential.

The embedded data fields that are used in this survey are:

• Program Office (GSA program being rated)

Screen 1

On Screens 1, 2, 3, 4, 5, 6, 7a, 7c, 39, and 40, [Program Office] will be replaced by one of the following:

• Login.gov

• GSA Information Technology Category

• GSA Personal Property Management

• GSA 4PL Retail Store (ServMart)

• GSA Global Supply

• GSA Fleet

• GSA SmartPay

Link at the bottom of above page goes to a pdf displaying the PRA statement and a GSA Privacy Act Statement. See next page for screenshot.

Screen 1, continued

Screenshot of pdf linked from bottom of first page:

Screen 2

If No, then display Screen 3.

If Yes, skip to Screen 5.

Screen 3

Screen 4

Exit survey (for respondents who select “No” on Screen 2).

Screen 5

Screen 6

If “How satisfied or dissatisfied are you with this program?” = 1, 2, 3, 4, 5, or 6, move to Screen 7a.

If “How satisfied or dissatisfied are you with this program?” = 7 or 8, skip to Screen 7b.

If “How satisfied or dissatisfied are you with this program?” = 9 or 10, skip to Screen 7c.

Screen 7a

Display if “How satisfied or dissatisfied are you with this program?” = 1, 2, 3, 4, 5, or 6.

If Program Office = Login.gov, skip to Screen 8.

If Program Office = GSA Information Technology Category, skip to Screen 11.

If Program Office = GSA Personal Property Management, skip to Screen 12.

If Program Office = GSA 4PL Retail Store (ServMart), skip to Screen 16.

If Program Office = GSA Global Supply, skip to Screen 20.

If Program Office = GSA Fleet, skip to Screen 27.

If Program Office = GSA SmartPay, skip to Screen 35.

Screen 7b

Display if “How satisfied or dissatisfied are you with this program?” = 7 or 8.

If Program Office = Login.gov, skip to Screen 8.

If Program Office = GSA Information Technology Category, skip to Screen 11.

If Program Office = GSA Personal Property Management, skip to Screen 12.

If Program Office = GSA 4PL Retail Store (ServMart), skip to Screen 16.

If Program Office = GSA Global Supply, skip to Screen 20.

If Program Office = GSA Fleet, skip to Screen 27.

If Program Office = GSA SmartPay, skip to Screen 35.

Screen 7c

Display if “How satisfied or dissatisfied are you with this program?” = 9 or 10.

If Program Office = Login.gov, skip to Screen 8.

If Program Office = GSA Information Technology Category, skip to Screen 11.

If Program Office = GSA Personal Property Management, skip to Screen 12.

If Program Office = GSA 4PL Retail Store (ServMart), skip to Screen 16.

If Program Office = GSA Global Supply, skip to Screen 20.

If Program Office = GSA Fleet, skip to Screen 27.

If Program Office = GSA SmartPay, skip to Screen 35.

Screen 8

Display if Program = Login.gov

Screen 9

Screen 10

Screen 10 (continued)

If “Do you feel that login.gov has delivered on these areas?” = Somewhat or No, display additional question.

If “Do you feel that login.gov has delivered on these areas?” = Yes, skip to Screen .

Proceed to Screen 39.

Screen 11

Display if Program Office = GSA Information Technology Category

Proceed to Screen 39.

Screen 12

Display if Program Office = GSA Personal Property Management

Screen 13

Screen 14

Screen 15

Proceed to Screen 39.

Screen 16

Display if Program = GSA 4PL Retail Store (ServMart)

If “In the past 12 months, what have you purchased at our Store” = Office supplies, move to Screen 17a.

If “In the past 12 months, what have you purchased at our Store” = Industrial supplies, skip to Screen 17b.

If “In the past 12 months, what have you purchased at our Store” = Both office and industrial supplies, skip to Screen 17c.

Screen 17a

Display if “In the past 12 months, what have you purchased at our Store” = Office supplies.

Proceed to Screen 18.

Screen 17b

Display if “In the past 12 months, what have you purchased at our Store” = Industrial supplies.

Proceed to Screen 18.

Screen 17c

Display if “In the past 12 months, what have you purchased at our Store” = Both office and industrial supplies.

Proceed to Screen 18.

Screen 18

Screen 19

Proceed to Screen 39.

Screen 20

Display if Program Office = GSA Global Supply

If “How do you place the majority of your GSA Global Supply orders?” = MILSTRIP/FEDSTRIP, display additional question 20a.

If “How do you place the majority of your GSA Global Supply orders?” = Online via GSA Advantage or Online via GSA Global Supply website, display additional question 20b.

If “How do you place the majority of your GSA Global Supply orders?” = Online via FedMall, display additional question 20c.

If “How do you place the majority of your GSA Global Supply orders?” = Phone (800 number), display additional question 20d.

Screen 20a

Display if “How do you place the majority of your GSA Global Supply orders?” = MILSTRIP/FEDSTRIP

Proceed to Screen 21.

Screen 20b

Display if “How do you place the majority of your GSA Global Supply orders?” = Online via GSA Advantage or Online via GSA Global Supply website

Proceed to Screen 21.

Screen 20c

Display if “How do you place the majority of your GSA Global Supply orders?” = Online via FedMall

Proceed to Screen 21.

Screen 20d

Display if “How do you place the majority of your GSA Global Supply orders?” = Phone (800 number)

Proceed to Screen 21.

Screen 21

Screen 22

If “When compiling your orders, which of the following sources do you rely on most?” = GSA Global Supply printed catalog, display additional question on Screen 22a.

If “When compiling your orders, which of the following sources do you rely on most?” = GSA Global Supply electronic catalog, display additional question on Screen 22b.

Screen 22a

Display if “When compiling your orders, which of the following sources do you rely on most?” = GSA Global Supply printed catalog

Proceed to Screen 23.

Screen 22b

Display if “When compiling your orders, which of the following sources do you rely on most?” = GSA Global Supply electronic catalog

Proceed to Screen 23.

Screen 23

Screen 24

If “I did not use any alternative sources in the past 12 months” is selected, skip to Screen 26.

For all other response options, move to Screen 25.

Screen 25

Screen 26

Proceed to Screen 39.

Screen 27

Display if Program Office = GSA Fleet

If “Purchased a vehicle” is selected, display Screen 28.

If “Leased a vehicle” is selected, display Screen 29.

If “Interacted with a Fleet Services Representative” is selected, display Screen 30.

If “Contacted the GSA Fleet Accident Management Center” is selected, display Screen 31.

If “Contacted the GSA Fleet Maintenance Control Center” is selected, display Screen 32.

If “Used the Fleet Services Card” is selected, display Screen 33.

Screen 28

Display if “Purchased a vehicle” is selected on Screen 27.

Screen 29

Display if “Leased a vehicle” is selected on Screen 27,

Screen 30

If “Interacted with a Fleet Services Representative” is selected on Screen 27.

Screen 31

Display if “Contacted the GSA Fleet Accident Management Center” is selected on Screen 27.

Screen 32

Display if “Contacted the GSA Fleet Maintenance Control Center” is selected on Screen 27.

Screen 33

Display if “Used the Fleet Services Card” is selected on Screen 27.

Screen 34

Proceed to Screen 39.

Screen 35

Display if Program Office = GSA SmartPay

Screen 36

Screen 37

Screen 38

Proceed to Screen 39.

Screen 39

Screen 40

Screen 41

Screen 42

Screen 42

End of survey