NCC Temporary Web Chat Survey

J.D. Power and Associates - 2013

USA.GOV Survey for Online Chat

Email Invitation and Survey Questionnaire

Co-branded

Email Invitation

Subject: TBD

Dear [Customer Name]:

Thank you for using the USA.GOV online chat for your recent question or inquiry. USA.GOV has commissioned J.D. Power and Associates, a marketing research firm known as “The Voice of the Customer” to obtain feedback about your recent online chat experience.

The survey will take approximately 3 – 5 minutes to complete depending on your answers, and it should be filled out by the person who made the recent online chat.

We appreciate your participation!

Please click on the link below to access the survey.

(Survey link here)

Sincerely,

Carol Fletcher

Senior Research Manager

J.D. Power and Associates

If you have any questions regarding this survey, please contact our Survey Hotline at 888-JDPOWER (888-537-6937) or send an email to [email protected]. Please include your name and contact information, the name and a description of the survey, and your specific questions(s) or comments.

To access the J.D. Power and Associates Privacy Notice, please or visit http://www.jdpower.com/privacy.

To opt out of future survey requests from J.D. Power and Associates, please click or visit http://businesscenter.jdpower.com/OptOut.aspx.

SURVEY INTRODUCTION

Thank you for taking the time to participate in our study. This is an opportunity for you to provide valuable feedback regarding your recent online chat experience with USA.GOV. Please be assured that your individual responses will be kept confidential and only reported in summary form with other responses.

Paperwork Reduction Act Statement - This information collection meets the requirements of 44 U.S.C. § 3507, as amended by section 2 of the Paperwork Reduction Act of 1995. You do not need to answer these questions unless we display a valid Office of Management and Budget (OMB) control number. The OMB control number for this collection is 3090-0278. We estimate that it will take 5 minutes to read the instructions, gather the facts, and answer the questions. Send only comments relating to our time estimate, including suggestions for reducing this burden, or any other aspects of this collection of information to: General Services Administration, Regulatory

Secretariat (MVCB), IC 3090-0278, 1275 First Street, NE., 7th Floor, Washington, DC 20417.

Q1. Did you chat online with USA.GOV to resolve a problem?

O Yes (1) O No (2)

Q2. Was the online chat with:

O An actual person (1) O An automated system (2) O Don’t know (3)

Q3. During your most recent chat, did the representative greet/address you by name?

O Yes (1) O No (2) O Don’t know (3)

Q4. Did the representative have all your information available?

O Yes (1) O No (2) O Not applicable (3)

Q5. Did the representative give you his/her name?

O Yes (1) O No (2) O Don’t know (3)

Q6. Did the representative ask if he/she could assist you with any other issues?

O Yes (1) O No (2) O Don’t know (3)

Q7. Did the representative thank you for using our service?

O Yes (1) O No (2) O Don’t know (3)

Q8. Did USA.GOV follow-up with you after your recent online chat?

O Yes (1) O No (2) O Did not need to follow-up (3) O Don’t know (4)

Thinking of your most recent experience with USA.GOV’s online chat support, please rate the following using a 1 to 10 scale where 1 is Unacceptable, 10 is Outstanding and 5 is Average.

[PROGRAMMING NOTE: PLEASE RANDOMIZE THE PRESENTATION OF RESPONSE ALTERNATIVES Q9 THROUGH Q13. ANCHOR Q14 SO IT ALWAYS IS PRESENTED LAST AMONG THESE QUESTIONS.]

	Unacceptable				Average					Outstanding
	1	2	3	4	5	6	7	8	9	10
Q9. Promptness in communicating with the chat representative										
Q10. Knowledge of the chat representative										
Q11. Courtesy of the chat representative										
Q12. Chat representative’s concern for your needs										
Q13. Timeliness of resolving your problem, question or request										
Q14. Overall online chat support experience										

Q15. How likely are you to recommend USA.GOV’s online chat support to a friend, relative, or colleague?

O Definitely will not (1) O Probably will not (2) O Probably will (3) O Definitely will (4)

Q16. The next time you need to contact USA.GOV, how likely are you to use USA.GOV’s online chat support?

O Definitely will not (1) O Probably will not (2) O Probably will (3) O Definitely will (4)

Q17. Using a 4-point scale, please rate the amount of effort that you personally had to put forth to get your request addressed.

O Very high effort (1) O High effort (2) O Some effort (3) O No effort at all (4)

Q18. When you visited the USA.GOV website, did you use the “FAQs (Frequently Asked Questions) feature?”

O Yes (1) O No (2) O Don’t know (3)

[IF YES, ASK Q19; OTHERWISE, GO TO Q21]

Q19. Using a 4-point scale, please rate the helpfulness of the FAQ feature in finding the answer(s) to your questions(s).

O Very helpful (1) O Helpful (2) O Somewhat helpful (3) O Not helpful at all (4)

Q20. How did you finally obtain the answer(s) to your question(s)?

O Used search engine (1)

O Called the 800 number (2)

O Emailed a representative (3)

O Chatted with a representative (4)

O Other [SPECIFY]________(5)

O Don’t know (6)

Q21. What is your gender?

O Male (1) O Female (2) O Prefer not to answer (3)

Q21a. To help us better understand the audience we’re reaching, in what country do you currently reside?

O United States (1) O Other (please specify)______ (2)

Q22. Lastly, in what year were you born? Enter 4-digit year.

[OE NUM, 4-DIGIT YEAR]

|_|_|_|_|

O Prefer not to answer [9999]

Thank you for your participation in this survey.

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