30603 M4 USPTO_ContactCenter_ServiceCenter_PATENTS_11_28_18

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Overview

Current Model
Current CQs

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Sheet 1: Current Model

Model Instance Name:					See Rotations Tab for Element Rotations
USPTO Contact Center
MID:	4Ilk5oU5UtZdd0RwxRsMFg4C
Date:	7.17.15
USPTO Contact Center
Model questions utilize the ForeSee CXA methodology to determine scores and impacts
	Q Name	ELEMENTS (drivers of satisfaction)		Q Name	CUSTOMER SATISFACTION		Q Name	FUTURE BEHAVIORS
		Accessibility (1=Poor, 10=Excellent, Don't Know)			Satisfaction			Contact via Phone Again for Service (1=Very Unlikely, 10=Very Likely)
1	Accessibility - Convenience	Please rate the customer support center on the following: The convenience of using the phone for your needs	16	Satisfaction - Overall	What is your overall satisfaction with your customer service experience? (1=Very Dissatisfied, 10=Very Satisfied)	19	Contact Via Phone Again	How likely are you to contact USPTO via the phone to resolve your service needs in the future?
2	Accessibility - Efficiency	The number of steps needed to connect with a representative	17	Satisfaction - Expectations	How well did your customer service experience meet your expectations? (1=Fell Short, 10=Exceeded)			Confidence (1=Not at all Confident, 10= Very Confident)
3	Accessibility - Performance	How well the support center connects you with a representative	18	Satisfaction - Ideal	How well did your customer service experience compare to your idea of an ideal customer experience? (1=Not Very Close, 10=Very Close)	20	Confidence	Please rate your confidence in USPTO as a result of this customer service experience.
		Knowledge (1=Poor, 10=Excellent, Don't Know)						Recommend (1=Very Unlikely, 10= Very Likely)
4	Knowledge - Understanding	Please rate the knowledge of the representative in the following areas: Quick understanding of your request or concern				21	Recommend	How likely are you to recommend USPTO customer service to someone else?
5	Knowledge - Directness	Ability to directly answer your questions
6	Knowledge - Accuracy	Accuracy of information provided
		Response Speed (1=Poor, 10=Excellent, Don't Know)
7	Response Speed - Time	Please rate the speed to resolve your question or concern: Length of time needed on the phone
8	Response Speed - Efficiency	Number of steps taken to complete the process
9	Response Speed - Fixed First Time	Degree to which your request or question was resolved the first time
		Professionalism (1=Poor, 10=Excellent, Don't Know)
10	Professionalism - Understandable	Please rate the professionalism of the representative in the following areas: Use of understandable terms during your conversation
11	Professionalism - Responsiveness	Responsiveness to your questions or concerns
12	Professionalism - Courtesy	Courtesy shown to you
		Resolution (1=Poor, 10=Excellent, Don't Know)
13	Resolution - Detail	Please rate the answer provided to your question or concern in the following areas: Level of detail provided
14	Resolution - Usefulness	Usefulness to your needs
15	Resolution - Clarity	Clarity of reasoning and logic

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Sheet 2: Current CQs

Model Instance Name:			red & strike-through: DELETE
Contact Center Interaction Model for Service Operations			underlined & italicized: RE-ORDER
MID: 4Ilk5oU5UtZdd0RwxRsMFg4C			pink: ADDITION
Date:	7.17.15		blue + -->: REWORDING
Contact Center Interaction Model for Service Operations CUSTOM QUESTION LIST
QID	Skip Logic Label	Question Text	Answer Choices (limited to 50 characters)	Skip to	Type (select from list)	Required Y/N	Special Instructions	CQ Label
MHM5294Q001		Did you visit uspto.gov to resolve your concern/question prior to your experience with the USPTO customer service representative?	Yes		Drop down, select one	Y		Website Usage
			No
KAU0101631		Where are you with the patent or trademark application process?	I have submitted an application	Z	Drop down, select one	Y	Skip Logic Group	Application Process
			I need clarification about the process before submitting an application	V
			I need to resolve a technical issue with uspto.gov before submitting an application	F1
			Still deciding if I need or want to file an application	7
			I do not need to file an application	7
			Other, please specify	1
KAU0101632	1	Please specify where you are in the application process:			Text field, <100 char	N	Skip Logic Group	Application Process
KAU0101633	7	What was your primary reason for contacting USPTO?			Text field, <100 char	N	Skip Logic Group	No App_Reason
KAU0101634	Z	What was your primary reason for contacting USPTO?	Oath or Declaration		Radio button, one-up vertical	Y	Skip Logic Group	Submitted_Reason
			Application Data Sheet
			Power of Attorney
			Fees
			Specification
			Drawings				Randomize
			Claims
			Application status
			Filing receipt
			Missing parts
			Petition for extension of time
			Customer number
			Issues with uspto.gov
			Other, please specify	X1			Anchor Answer Choice
KAU0101635	X1	Please specify your reason for calling:			Text field, <100 char	N	Skip Logic Group	Submitted_Reason
KAU0101636	V	What was your primary reason for contacting USPTO?	General questions about filing an application (e.g., process, fees)		Radio button, one-up vertical	Y	Skip Logic Group
			Examination policy and procedure				Randomize	Clarification_Reason
			Term adjustments
			General information about patents/trademarks
			International inquires
			Other, please specify	M1			Anchor Answer Choice
KAU0101637	M1	Please specify your reason for contacting USPTO:			Text field, <100 char	N	Skip Logic Group	Clarification_Reason
KAU0101638	F1	What technical help did you need for uspto.gov? (Please select all that apply)	Java and web browser compatibility		Checkbox, one-up vertical	Y	Skip Logic Group	Technical_Reason
			Understanding error message(s)
			Difficulty understanding technical content
			Other, please specify	J1
KAU0101639	J1	Please specify what technical help you needed:			Text field, <100 char	N	Skip Logic Group	Technical_Reason
		Which USPTO center(s) did you interact with?	USPTO Contact Center (UCC)		Checkbox, one-up vertical	Y	Skip Logic Group	Which Center
			Application Assistance Unit (AAU)
			Patent Cooperation Treaty (PCT) Helpdesk
			Inventors Assistance Center (IAC)
			Electronic Business Center (EBC)
			Patents Ombudsman
			Office of Financial Management Systems
			Other, please specify	CC
			Don't know
	CC	Which other center(s) did you interact with?			Text field, <100 characters	N	Skip Logic Group	Other Centers
		Were you transferred to another USPTO center during your call?	Yes	T	Radio button, one-up vertical	Y	Skip Logic Group	Transferred
			No
			Don't know
	T	Were you transferred to the correct USPTO center on the first transfer?	Yes		Radio button, one-up vertical	Y	Skip Logic Group	Correct Transfer
			No
			Don't know
		Please indicate your level of agreement with the following statements: Employees I interacted with were helpful.	1=Stongly disagree		Radio button, scale	Y		Helpful
			2
			3
			4
			5
			6
			7
			8
			9
			10 = Strongly agree
		Overall, the amount of time to do what I need to was reasonable.	1=Stongly disagree		Radio button, scale	Y		Reasonable time
			2
			3
			4
			5
			6
			7
			8
			9
			10 = Strongly agree
KAU0101640		Was your question resolved by a USPTO representative?	Yes	D,DD	Radio button, one-up vertical	Y	Skip Logic Group	Resolution
			Still waiting on a response	B, C
			No	B, C
	DD	Please rate your agreement with the following statement : It was easy to complete what I needed to do.	1=Stongly disagree		Radio button, scale	Y	Skip Logic Group	Ease of resolution
			2
			3
			4
			5
			6
			7
			8
			9
			10 = Strongly agree
CAS0077472	D	Approximately how many times did you contact a USPTO representative before your question was resolved?	1		Radio button, one-up vertical	N	Skip Logic Group	Issue Resolved - Call #
			2
			3
			4
			5 or more times
			Can't recall
CAS0077473	B	Approximately how many times have you contacted a USPTO representative for this question?	1		Radio button, one-up vertical	N	Skip Logic Group	Issue Not Resolved - Call #
			2
			3
			4
			5 or more times
			Can't recall
KAU0101641	C	Based on your experience contacting USPTO, which of the following would you be most likely to do next?	Send a message to USPTO via [email protected]		Radio button, one-up vertical	Y	Skip Logic Group	Next Steps
			Call the USPTO Customer Support Center
			Visit uspto.gov
			Follow the advice of the call center
			Contact someone outside of USPTO	TT
			Other, please specify	K
CAS0077475	TT	Who do you intend to contact as a next step?			Text field, <100 char	N	Skip Logic Group	OE_Next Steps - Outside USPTO
CAS0077476	K	Please describe what you plan to do next in an effort to obtain an answer to your question:			Text field, <100 char	N	Skip Logic Group	OE_Next Steps - Not Resolved
CAS0077477		How long was your wait time to connect with a representative?	0 to 5 minutes		Radio button, one-up vertical	Y		Wait Time
			6 to 10 minutes
			11 to 15 minutes
			16 to 30 minutes
			More than 30 minutes
CAS0077478		Thinking about the time it took to get in touch with your representative was it:	Too long		Radio button, one-up vertical	Y		Perceived Wait Time
			About right
MHM5294Q002		Which of the following best describes you?	Entrepreneur/Business Professional		Radio button, one-up vertical	Y	Skip Logic Group	Visitor Role
			Inventor
			IP Professional: Attorney
			IP Professional: Paralegal
			IP Professional: Agent
			USPTO Employee
			Other, please specify	R
MHM5294Q003	R	Please specify the role that best describes you.			Text area, no char limit	N	Skip Logic Group	Other_Role
MHM5294Q004		If you could suggest one improvement to the USPTO customer service experience, what would it be?			Text area, no char limit	No		OE_Suggestions