30739 Q_NFIP_Claim Adjustment_20180507_DOT

E-Government Website Customer Satisfaction Surveys

Q_NFIP_Claim Adjustment_20180507_DOT.xlsx

Mapping and Questionnaire Documents IA 30739 A1 (FEMA)

OMB: 1090-0008

Document [xlsx]
Download: xlsx | pdf

Overview

How to read this file
Welcome and Thank You Text
Model Questions
Custom Questions
CQs (5-7-18)


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















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





























































































































































Sheet 3: Model Questions

Model Name
NFIP Claim Adjustment



Red & Strike-Through: Delete
Model ID
pd8J5t9xxAYIABAgkpcR1w4C



Underlined & Italicized: Re-order
Partitioned
No



Pink: Addition
Date
2.7.2018





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?



































































































































































Sheet 4: Custom Questions

Model Name
NFIP Claim Adjustment


Red & Strike-Through: Delete


Model ID
pd8J5t9xxAYIABAgkpcR1w4C


Underlined & Italicized: Re-order

Partitioned
No


Pink: Addition

Date
5/2/2018


Blue: Reword












QID QUESTION META TAG Skip From Question Text Answer Choices Skip To Required
Y/N
Type Special Instructions CQ Label
JHR7848Q001

Which recent event prompted you to file a flood claim? Harvey
Y Radio button, one-up vertical
Event




Irma








Maria








Hurricane event other than above








Other flood event




JHR7848Q002

Please tell us what type of property sustained flood damage. Residential (single family home)
Y Radio button, one-up vertical
Property Type




Condominium, Townhome or Multi-family dwelling








Mobile home








Business or commercial








Rental property








Personal property








Other




JHR7848Q003

What tasks have you completed in the NFIP claims process? (Please select all that apply.) Added/changed supporting documentation for a loss
Y Checkbox, one-up vertical
Claim Stages




Adjuster completed visit








Completed my claim filing








Finalized my claim submission








Checked the status of my claim








Submitted supporting documentation for a loss








Other




JHR7848Q004

Approximately how long did it take your adjuster to contact you after you contacted your agent or flood insurance company to report a loss? Within 3 days
Y Radio button, one-up vertical
Adjuster Contacted




4-7 days








8-14 days








More than two weeks








Don't know




JHR7848Q005

Approximately how long did it take for the adjuster to visit your property after he/she contacted you? Within 3 days
Y Radio button, one-up vertical
Adjuster Visited




4-7 days








8-14 days








More than two weeks








Don't know




JHR7848Q006

Approximately how long ago did it take to receive the adjuster's estimate after they visited your property? Within 3 days
Y Radio button, one-up vertical
Adjuster Sent Estimate




4-7 days








8-14 days








More than two weeks








Don't know




JHR7848Q007

Did your adjuster provide you with any instructions on the next steps for your claim, following his/her visit to your property? Yes A Y Radio button, one-up vertical Skip Logic Group* Adjuster Instructed




No




JHR7848Q008
A Were the adjuster's instructions easy to understand? Yes
Y Radio button, one-up vertical Skip Logic Group* Adjuster Clarity




No A1







Don't know




JHR7848Q009
A1 Please tell us what was not easy to understand.
N Text area, no char limit Skip Logic Group* Adjuster Not Clear OE
JHR7848Q010

After the adjuster visited your property, was the process to complete your claim simple?  Yes
Y Radio button, one-up vertical Skip Logic Group* Process Simplicity




No B1







Don't know




JHR7848Q011
B1 Please tell us why you found completing your claim was not simple.

N Text area, no char limit Skip Logic Group* OE_Process Simplicity
JHR7848Q012

After the adjuster visited your property, did you need further assistance with the next steps for your claim? Yes A Y Radio button, one-up vertical Skip Logic Group* Help Needed Post Visit




No




JHR7848Q013
A Where did you go to get the additional information that you needed? (Please select all that apply.) Call center
Y Checkbox, one-up vertical Skip Logic Group* Help Sought How




Family or friend


Randomize




Local official








Mobile app








My agent








My insurance carrier








NFIP Handbook








Website








Other (please specify) A1

Anchor Answer Choice
JHR7848Q014
A1 How else did you seek additional information?

N Text area, no char limit Skip Logic Group* Help Sought How OE
JHR7848Q015
A Were you able to obtain the assistance you needed? Yes
Y Radio button, one-up vertical Skip Logic Group* Help Obtained




No




JHR7848Q016

How satisfied were you with your experience working with the adjuster to prepare your claim? 1 = Very dissatisfied B1 Y Radio button, scale, no don't know Skip Logic Group* PH Adjuster SAT




2 B1







3 B1







4 B1







5 B1







6 B1







7








8








9








10 = Very satisfied




JHR7848Q017
B1 Please explain your reason for providing this rating.

N Text area, no char limit Skip Logic Group* OE PH Adjuster Low SAT
JHR7848Q018

What mattered most to you during your flood claims process?

N Text area, no char limit
PH-Matters Most
JHR7848Q019

Which adjuster traits mattered most to you? Please pick up to three qualities that you think matter most. Ability to answer my questions
Y Checkbox, one-up vertical Skip Logic Group* PH-Adjuster Matters Most




Candor/honesty


LIMIT TO THREE




Claim paperwork accuracy








Clear, simple communication








Empathy/understanding


Randomize




Flood insurance knowledge and expertise








Listening actively to me








Reliability








Responsiveness








Being on time for scheduled visit








Thoroughness








Spent adequate time assessing my situation








Trust that they had my best interests at heart








Other (please specify) A

Anchor Answer Choice
JHR7848Q020
A What other adjuster traits matter most to you?

N Text area, no char limit Skip Logic Group* PH-Adjuster Matters Most OE
JHR7848Q021 OE_Improve Experience
If you have any ideas on how your NFIP claims experience could be improved, please share them here.

N Text area, no char limit
Improve OE
JHR7848Q022 Demographics: Gender
What is your gender? Male
N Radio button, one-up vertical
Demos: Gender




Female








Prefer not to respond




JHR7848Q023 Demographics: Age
Which category includes your age? Under 18
N Radio button, one-up vertical
Demos: Age




18 - 24








25 - 34








35 - 44








45 - 54








55 - 64








65 or older








Prefer not to respond




JHR7848Q024

Where did the flood loss occur? Alabama
N Drop down, select one Skip Logic Group* State




Alaska








American Samoa








Arizona








Arkansas








California








Colorado








Connecticut








Delaware








District of Columbia








Florida








Georgia








Guam








Hawaii








Idaho








Illinois








Indiana








Iowa








Kansas








Kentucky








Louisiana








Maine








Maryland








Massachusetts








Michigan








Minnesota








Mississippi








Missouri








Montana








Nebraska








Nevada








New Hampshire








New Jersey








New Mexico








New York








North Carolina








North Dakota








Northern Mariana Islands








Ohio








Oklahoma








Oregon








Pennsylvania








Puerto Rico








Rhode Island








South Carolina








South Dakota








Tennessee








Texas








US Virgin Islands A







Utah








Vermont








Virginia








Washington








West Virginia








Wisconsin








Wyoming








Other








Prefer not to respond




TAR0227305
A Specifically, where did the flood loss occur? Saint Croix
N Drop down, select one Skip Logic Group* VI Island




Saint John








Saint Thomas








Prefer not to respond





Sheet 5: CQs (5-7-18)

Model Name
NFIP Claim Adjustment


Red & Strike-Through: Delete


Model ID
pd8J5t9xxAYIABAgkpcR1w4C


Underlined & Italicized: Re-order

Partitioned
No


Pink: Addition

Date
5/2/2018


Blue: Reword












QID QUESTION META TAG Skip From Question Text Answer Choices Skip To Required
Y/N
Type Special Instructions CQ Label
JHR7848Q001

Which recent event prompted you to file a flood claim? Harvey
Y Radio button, one-up vertical
Event




Irma








Maria








Hurricane event other than above








Other flood event




JHR7848Q002

Please tell us what type of property sustained flood damage. Residential (single family home)
Y Radio button, one-up vertical
Property Type




Condominium, Townhome or Multi-family dwelling








Mobile home








Business or commercial








Rental property








Personal property








Other




JHR7848Q003

What tasks have you completed in the NFIP claims process? (Please select all that apply.) Added/changed supporting documentation for a loss
Y Checkbox, one-up vertical
Claim Stages




Adjuster completed visit








Completed my claim filing








Finalized my claim submission








Checked the status of my claim








Submitted supporting documentation for a loss








Other




JHR7848Q004

Approximately how long did it take your adjuster to contact you after you contacted your agent or flood insurance company to report a loss? Within 3 days
Y Radio button, one-up vertical
Adjuster Contacted




4-7 days








8-14 days








More than two weeks








Don't know




JHR7848Q005

Approximately how long did it take for the adjuster to visit your property after he/she contacted you? Within 3 days
Y Radio button, one-up vertical
Adjuster Visited




4-7 days








8-14 days








More than two weeks








Don't know




JHR7848Q006

Approximately how long ago did it take to receive the adjuster's estimate after they visited your property? Within 3 days
Y Radio button, one-up vertical
Adjuster Sent Estimate




4-7 days








8-14 days








More than two weeks








Don't know




JHR7848Q007

Did your adjuster provide you with any instructions on the next steps for your claim, following his/her visit to your property? Yes A Y Radio button, one-up vertical Skip Logic Group* Adjuster Instructed




No




JHR7848Q008
A Were the adjuster's instructions easy to understand? Yes
Y Radio button, one-up vertical Skip Logic Group* Adjuster Clarity




No A1







Don't know




JHR7848Q009
A1 Please tell us what was not easy to understand.
N Text area, no char limit Skip Logic Group* Adjuster Not Clear OE
JHR7848Q010

After the adjuster visited your property, was the process to complete your claim simple?  Yes
Y Radio button, one-up vertical Skip Logic Group* Process Simplicity




No B1







Don't know




JHR7848Q011
B1 Please tell us why you found completing your claim was not simple.

N Text area, no char limit Skip Logic Group* OE_Process Simplicity
JHR7848Q012

After the adjuster visited your property, did you need further assistance with the next steps for your claim? Yes A Y Radio button, one-up vertical Skip Logic Group* Help Needed Post Visit




No




JHR7848Q013
A Where did you go to get the additional information that you needed? (Please select all that apply.) Call center
Y Checkbox, one-up vertical Skip Logic Group* Help Sought How




Family or friend


Randomize




Local official








Mobile app








My agent








My insurance carrier








NFIP Handbook








Website








Other (please specify) A1

Anchor Answer Choice
JHR7848Q014
A1 How else did you seek additional information?

N Text area, no char limit Skip Logic Group* Help Sought How OE
JHR7848Q015
A Were you able to obtain the assistance you needed? Yes
Y Radio button, one-up vertical Skip Logic Group* Help Obtained




No




JHR7848Q016

How satisfied were you with your experience working with the adjuster to prepare your claim? 1 = Very dissatisfied B1 Y Radio button, scale, no don't know Skip Logic Group* PH Adjuster SAT




2 B1







3 B1







4 B1







5 B1







6 B1







7








8








9








10 = Very satisfied




JHR7848Q017
B1 Please explain your reason for providing this rating.

N Text area, no char limit Skip Logic Group* OE PH Adjuster Low SAT
JHR7848Q018

What mattered most to you during your flood claims process?

N Text area, no char limit
PH-Matters Most
JHR7848Q019

Which adjuster traits mattered most to you? Please pick up to three qualities that you think matter most. Ability to answer my questions
Y Checkbox, one-up vertical Skip Logic Group* PH-Adjuster Matters Most




Candor/honesty


LIMIT TO THREE




Claim paperwork accuracy








Clear, simple communication








Empathy/understanding


Randomize




Flood insurance knowledge and expertise








Listening actively to me








Reliability








Responsiveness








Being on time for scheduled visit








Thoroughness








Spent adequate time assessing my situation








Trust that they had my best interests at heart








Other (please specify) A

Anchor Answer Choice
JHR7848Q020
A What other adjuster traits matter most to you?

N Text area, no char limit Skip Logic Group* PH-Adjuster Matters Most OE
JHR7848Q021 OE_Improve Experience
If you have any ideas on how your NFIP claims experience could be improved, please share them here.

N Text area, no char limit
Improve OE
JHR7848Q022 Demographics: Gender
What is your gender? Male
N Radio button, one-up vertical
Demos: Gender




Female








Prefer not to respond




JHR7848Q023 Demographics: Age
Which category includes your age? Under 18
N Radio button, one-up vertical
Demos: Age




18 - 24








25 - 34








35 - 44








45 - 54








55 - 64








65 or older








Prefer not to respond




JHR7848Q024

Where did the flood loss occur? Alabama
N Drop down, select one Skip Logic Group* State




Alaska








American Samoa








Arizona








Arkansas








California








Colorado








Connecticut








Delaware








District of Columbia








Florida








Georgia








Guam








Hawaii








Idaho








Illinois








Indiana








Iowa








Kansas








Kentucky








Louisiana








Maine








Maryland








Massachusetts








Michigan








Minnesota








Mississippi








Missouri








Montana








Nebraska








Nevada








New Hampshire








New Jersey








New Mexico








New York








North Carolina








North Dakota








Northern Mariana Islands








Ohio








Oklahoma








Oregon








Pennsylvania








Puerto Rico








Rhode Island








South Carolina








South Dakota








Tennessee








Texas








US Virgin Islands A







Utah








Vermont








Virginia








Washington








West Virginia








Wisconsin








Wyoming








I live outside the United States Other








Prefer not to respond






A Specifically, where did the flood loss occur? Saint Croix
N Drop down, select one Skip Logic Group* VI Island




Saint John








Saint Thomas








Prefer not to respond




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