20807 Q_USMint_Web_Browse_20180719_DOT

E-Government Website Customer Satisfaction Surveys

Q_USMint_Web_Browse_20180719_DOT.xlsx

Mapping and Questionnaire Documents IA 20807 A0 (USM)

OMB: 1090-0008

Document [xlsx]
Download: xlsx | pdf

Overview

Welcome and Thank You Text
Model
Custom Questions
Attributes


Sheet 1: 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

















Thank you for visiting USMint.gov. You have been randomly selected to take part in this survey that is being conducted by ForeSee on behalf of the United States Mint. Please take a few minutes to give us your feedback. All results are strictly confidential.

The survey is designed to measure your entire experience, please look for it at the conclusion of your visit.


















































































Thank You Text

















Thank you for taking our survey - and for helping us serve you better.

Please note you will not receive a response from us based on your survey comments. If you would like us to contact you about your feedback, please visit the Contact Us section of our website.


















































































Example Desktop




















































































































































































































Sheet 2: Model

Model Name
US Mint Browse V3



Red & Strike-Through: Delete
Model ID
NVBJ1l1IAQA8JMBlxod0Aw4C



Underlined & Italicized: Re-order
Partitioned
2MQ



Pink: Addition
Date






Model Version
17.3.Y



Blue: Reword










Label Element Questions
Label Satisfaction Questions
Label Future Behaviors





Site Performance (1=Poor, 10=Excellent, Don't Know)

Satisfaction

Return
(1=Very Unlikely, 10=Very Likely)
1 Site Performance - Speed Please rate the speed that pages and content loaded for you. 16 Satisfaction - Overall What is your overall satisfaction with this site?
(1=Very Dissatisfied, 10=Very Satisfied)
19 Return How likely are you to return to U.S. Mint in the next 30 days?
2 Site Performance - Completeness Please rate the consistency of complete loading of pages and content. 17 Satisfaction - Expectations How well does this site meet your expectations?
(1=Falls Short, 10=Exceeds)


Purchase Online
(1=Very Unlikely, 10=Very Likely)
3 Site Performance -Responsiveness Please rate the responsiveness of the pages to your actions. 18 Satisfaction - Ideal How does this site compare to an ideal website?
(1=Not Very Close, 10=Very Close)
20 Purchase Online How likely are you to make a purchase from U.S. Mint's site in the future?


Look and Feel (1=Poor, 10=Excellent, Don't Know)




Purchase Offline
(1=Very Unlikely, 10=Very Likely)
4 Look and Feel - Appeal Please rate the visual appeal of the pages that you visited.


21 Purchase Offline How likely are you to make a purchase from a U.S. Mint store in the future?
5 Look and Feel - Spacing Please rate the spacing between items on the pages that you visited.




Recommend
(1=Very Unlikely, 10=Very Likely)
6 Look and Feel - Legibility Please rate the legibility of the pages that you visited.


22 Recommend How likely are you to recommend U.S. Mint to someone else?


Product Finding (1=Poor, 10=Excellent, Don't Know)





7 Product Finding - Ease Please rate the ease of finding what you were looking for.





8 Product Finding - Categories Please rate the product categories on meeting your expectations of where to find items.





9 Product Finding - Filtering Please rate the filters on showing just the items you were interested in.







Merchandise (1=Poor, 10=Excellent, Don't Know)





10 Merchandise - Meet Needs Please rate the extent to which the selection of products meets your needs.





11 Merchandise - Variety Please rate the variety of products for you to consider.





12 Merchandise - Preferences Please rate the fit to your preferences of the products you viewed.







Product Descriptions (1=Poor, 10=Excellent, Don't Know)





13 Product Descriptions - Essential Information Please rate the presentation of essential product information.





14 Product Descriptions - Clarity Please rate the clarity of the product descriptions.





15 Product Descriptions - Images Please rate the product images on displaying the views that you needed.






Sheet 3: Custom Questions

Model Name
US Mint Browse V3



Red & Strike-Through: Delete

Model ID
NVBJ1l1IAQA8JMBlxod0Aw4C



Underlined & Italicized: Re-order
Partitioned
2MQ



Pink: Addition
Date
7/9/2018



Blue: Reword










QID AP Question Tag Skip From Question Text Answer Choices Skip To Required
Y/N
Type Special Instructions CQ Label
JHR8135Q001

Which of the following best describes your interest in coins and coin collecting? Coin dealer
Y Radio button, one-up vertical Skip Logic Group Best Describes




Coin collector A, B, C







Coin gift-giver








Friend or family member of a coin collector








Media








Teacher / educator








Student








Other




JHR8135Q002
A What is the primary reason you collect coins? For my own personal hobby
Y Radio button, one-up vertical Skip Logic Group Reason for Collecting Coins




To share hobby with a family member or friend








As an investment








Other




JHR8135Q003
B How long have you been collecting coins? Less than 2 years
Y Radio button, one-up vertical
Time Collecting




2-5 years








6-9 years








10 or more years


Skip Logic Group
JHR8135Q004
C How do you typically purchase coins from the US Mint? (Please select all that apply) By mail
Y Checkbox, one-up vertical
How Purchase Coins




By phone








Online








In-person or through a dealer


Skip Logic Group




Other way(s)








Have not purchased coins yet


Mutually Exclusive
JHR8135Q005

What is your primary reason for visiting the U.S. Mint website today? Check the status of an order
Y Radio button, one-up vertical Skip Logic Group Reason for Visit




Find information / news about the U.S. Mint








Make a purchase online E,G

Randomize




Research specific items E,G







Just browse








Contact Customer Service AA







Learn about coins and medals








Find coin schedule / release dates








Other OO

Anchor Answer Choice
JHR8135Q006
OO What is your other reason for visiting the site today?


N Text area, no char limit Skip Logic Group OTS_Reason for Visit
JHR8135Q007
E What type of information were you looking for? (Please select all that apply) Coin details and descriptions
Y Checkbox, one-up vertical Skip Logic Group Coin Product Info




Coin images of front and back on coin (obverse and reverse)








Coin specifications (weight, metal, and size)








Coin prices (for collectible coins available to purchase)


Randomize




Coin values (for coins in your collection)








Coin production figures (for circulating coins)








Coin mintage limits (for collectible coins)








Coin sales figures (for bullion coins)








Other F

Anchor Answer Choice
JHR8135Q008
F What other coin product information are you looking for today?

N Text area, no char limit Skip Logic Group OTS_Coin Product Info
JHR8135Q009
G What types of coins were you looking for? (Please select all that apply) Circulating coins (penny, nickel, dime, quarter)
Y Checkbox, one-up vertical Skip Logic Group Coin Type




Collectible coins and medals (including proof and uncirculated)








Bullion investment grade coins or precious metals




JHR8135Q010
AA Why did you seek Customer Service today? (Please select all that apply) Help with my online account
Y Checkbox, one-up vertical Skip Logic Group Customer Service




Manage/check status of an order








Manage a subscription








Problems with a delivery








Problems with my credit card








Other CC



JHR8135Q011
CC Please specify the other reason you sought Customer Service.

N Text area, no char limit Skip Logic Group OTS_Customer Service
JHR8135Q012

When do you plan on making a purchase from the U.S. Mint website? Today
Y Radio button, one-up vertical
Purchase Timing




In the next week








In the next month








In the next 1-3 months








As soon as the product I am looking for is released








Never








Not Sure




JHR8135Q013

Did you add an item to your shopping bag or Wish List today? Yes, I added to my shopping bag H Y Radio button, one-up vertical Skip Logic Group Add Item to Cart




Yes, I added to my Wish List








Yes, I added to both H







No, I did not




JHR8135Q014
H After you added an item to your shopping bag did you start the checkout process? Yes, I did I Y Radio button, one-up vertical Skip Logic Group Checkout




No, I did not








Not sure




JHR8135Q015
I Did you find the checkout process on the U.S. Mint site to be: Better than other online purchase experiences
Y Radio button, one-up vertical Skip Logic Group Checkout Success




Equal to other online purchase experiences








More difficult than other online purchase experiences J







Not sure / Don't make other online purchases




JHR8135Q016
J Please describe why you found this checkout process to be more difficult than others you have experienced:

N Text area, no char limit Skip Logic Group OE_Checkout Difficult
JHR8135Q017

Did you make a purchase during your site visit today? Yes K, M Y Radio button, one-up vertical Skip Logic Group Make a Purchase




No X, Y



JHR8135Q018
K How many items did you purchase today? 1-2
Y Radio button, one-up vertical Skip Logic Group Purchase Quantity




3-5








6-9








10 or more




JHR8135Q019
M Was this your first purchase on U.S. Mint's website? Yes N Y Radio button, one-up vertical Skip Logic Group Times Purchased from Mint




No L







I don't know




JHR8135Q020
L Including today, how many times have you purchased from this website in the last two years? 2 times
Y Radio button, one-up vertical Skip Logic Group Previous Purchases




3 times








4-5 times








6-9 times








10 or more times




JHR8135Q021
N What was the primary factor that drove you to make your first purchase today? Found a product that appealed to me
Y Radio button, one-up vertical Skip Logic Group First Purchase




Thought product would make a good gift








Starting to get into coin collecting








Purchase seemed liked a good investment








Saved enough money








Other AA



JHR8135Q022
AA Please specify the factor that drove your first purchase.

N Text area, no char limit Skip Logic Group OTS_First Purchase
JHR8135Q023
X When was the last time you purchased from this website? Within the past month
Y Radio button, one-up vertical Skip Logic Group Most Recent Purchase




Within the past year








Between 1-2 years ago








Between 2-3 years ago








Over 3 years ago








Never purchased from U.S. Mint online




JHR8135Q024
Y Please tell us why you did not complete a purchase today. (Please select all that apply) I did not come to the site to shop today
Y Checkbox, one-up vertical Anchor Answer Choice Purchase Why Not




Still deciding T

Skip Logic Group




Don't want to purchase online








Could not find what I wanted








Not enough product information BB







Product unavailable/not released yet


Randomize




Item(s) did not appeal to me








Item(s) too expensive








Technical problem with the site E







Difficulty with the checkout process








I had account/login issues CC







Other G

Anchor Answer Choice
JHR8135Q025
G What was your reason for not purchasing?

N Text area, no char limit Skip Logic Group OTS_Purchase Why Not
JHR8135Q026
T What additional information could we provide to help you make a decision?

N Text area, no char limit Skip Logic Group OE_Still Deciding
JHR8135Q027
BB What additional information would you like to have before making a purchase?

N Text area, no char limit Skip Logic Group OE_Additional Info
JHR8135Q028
CC What kind of issues did you have?

N Text area, no char limit Skip Logic Group OE_Issues
JHR8135Q029
E What kind of technical problem did you experience?

N Text area, no char limit Skip Logic Group OE_Technical Error
JHR8135Q030

Did you accomplish what you wanted to do today on this site? Yes

Radio button, one-up vertical
Accomplish Task




No A, B Y
Skip Logic Group
JHR8135Q031
A Please tell us why you were unable to accomplish your task today.

N Text area, no char limit Skip Logic Group OE_Why Not Accomplish
JHR8135Q032
B What do you plan to do next? Visit a U.S. Mint gift shop or sales counter
Y Radio button, one-up vertical Skip Logic Group Do Next




Return to usmint.gov to research items








Wait for coin(s) to be released








Wait for coin(s) to come back in stock








Return to usmint.gov to purchase








Contact U.S. Mint Customer Service








Visit other retail store(s)








Comparison shop at other retailers








Purchase from another retailer website








Contact customer service at another retailer








None of the above




JHR8135Q033

How frequently do you visit the U.S. Mint website? Daily
Y Radio button, one-up vertical
Visit Frequency




Weekly








Monthly








A couple times a year








About once a year








This is my first time




JHR8135Q034

How were you referred to the site today? Typed the website address into my browser
Y Radio button, one-up vertical Randomize Site Awareness




Have the website bookmarked or is one of my favorites


Skip Logic Group




Used a search engine








Received a flyer or brochure in the mail








Saw TV, radio, newspaper, or magazine advertisement








Saw Internet advertisement








Received a link in an e-mail








Recommended by someone I know








Other A

Anchor Answer Choice




I was not referred to the site by anything specific


Anchor Answer Choice
JHR8135Q035
A Please specify how you were referred to the site.

N Text area, no char limit Skip Logic Group OTS_Site Awareness
JHR8135Q036

What are some of the other ways you have heard about US Mint products? (Please select all that apply) Email updates
Y Checkbox, one-up vertical
How Interact with Site




Mobile website








Text messages


Skip Logic Group




Mobile application or “app”








Facebook








Google+








Twitter








YouTube








Blogs








Audio or podcasts








Regular mail








Telephone








Online advertisement








Print or TV advertisement








Other A



JHR8135Q037
A What other ways you would be interested in interacting or connecting with the site?

N Text area, no char limit Skip Logic Group OTS_Interact with Site
JHR8135Q038

Please select the category that includes your age. Under 18
Y Radio button, one-up vertical
Age




18-24








25-34








35-44








45-54








55-64








65-74








75+








Prefer not to answer




JHR8135Q039

What is your gender? Female
Y Radio button, one-up vertical
Gender




Male








Prefer not to answer




JHR8135Q040

Which category includes your household income? Under $25,000
Y Drop down, select one
Income




$25,000 - $49,999








$50,000 - $74,999








$75,000 - $99,999








$100,000 - $124,999








$125,000 - $149,999








$150,000 or more








Prefer not to answer




JHR8135Q041

If you could suggest one change to improve the U.S. Mint website, what recommendation would you make?

N Text area, no char limit
OE_Improvements

Sheet 4: Attributes

Attribute Value
Channel Web
Touchpoint Name Browse
Hierarchy No
Model Type
Journey Phase #N/A
Touchpoint Type #N/A
Partner Involved No
Replay No
Version Number of Model Template 18.1.J


Survey Type PREDCSAT_NPS
Look and Feel Single Page
Theme Color #009fea
File Typeapplication/vnd.openxmlformats-officedocument.spreadsheetml.sheet
File Modified0000-00-00
File Created0000-00-00

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