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
⚠️ Notice: This form may be outdated. More recent filings and information on OMB 1090-0008 can be found here:
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Welcome and Thank You Text
Model Questions
Custom Questions
CQs (5-7-18)
Overview
How to read this fileWelcome 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 |
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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 | ||||
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Sheet 3: Model Questions
| Model Name | NFIP Claim Adjustment |
|
||||||
| 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 |
|
|||||||
| 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 |
|
|||||||
| 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 | |||||||||
| 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 |
| File Type | application/vnd.openxmlformats-officedocument.spreadsheetml.sheet |
| File Modified | 0000-00-00 |
| File Created | 0000-00-00 |
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