Form 245 2019 245 Copy of FTC Complaint Assistant Mobile 20191017

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Overview

Welcome and Thank You Text
Model Questions
Custom Questions
Attributes

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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 - Tablet / Phone
			Thank you for visiting ftccomplaintassistant.gov. You've been selected to participate in a brief survey to let us know how we can improve your experience. Please take a minute to share your opinions.
			Thank You Text - Tablet / Phone
			Thank you for taking our survey - and for helping us serve you better. We appreciate your input!
			Example Mobile

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Sheet 2: Model Questions

Model Name		FTC Complaint Assistant Mobile					Red & Strike-Through: Delete
Model ID							Underlined & Italicized: Re-order
Partitioned		Yes - 2MQ					Pink: Addition
Date		9.26.2019					Blue: Reword
Model Version		17.3.Y
	Label	Element Questions		Label	Satisfaction Questions		Label	Future Behaviors
		Look and Feel (1=Poor, 10=Excellent, Don't Know)			Satisfaction			Return (1=Very Unlikely, 10=Very Likely)
	Look and Feel - Appeal	Please rate the visual appeal of this site.		Satisfaction - Overall	What is your overall satisfaction with this site? (1=Very Dissatisfied, 10=Very Satisfied)		Return	How likely are you to return to Consumer.FTC.gov in the future?
	Look and Feel - Balance	Please rate the balance of graphics and text on this site.		Satisfaction - Expectations	How well does this site meet your expectations? (1=Falls Short, 10=Exceeds)			Recommend (NPS) (1=Very Unlikely, 10=Very Likely)
	Look and Feel - Readability	Please rate the readability of the pages on this site.		Satisfaction - Ideal	How does this site compare to an ideal mobile site? (1=Not Very Close, 10=Very Close)		Recommend	How likely are you to recommend the FTC Complaint Assistant to someone else?
		Site Performance (1=Poor, 10=Excellent, Don't Know)						Primary Resource (1=Very Unlikely, 10=Very Likely)
	Site Performance - Loading	Please rate how quickly pages load on this site.					Primary Resource	How likely would you be to use the FTC Complaint Assistant as a resource in the future?
	Site Performance - Consistency	Please rate the consistency of speed from page to page on this site.
	Site Performance - Completeness	Please rate how completely the page content loads on this site.
		Navigation (1=Poor, 10=Excellent, Don't Know)
	Navigation - Organized	Please rate how well the site is organized.
	Navigation - Options	Please rate the options available for navigating this site.
	Navigation - Layout	Please rate how well the site layout helps you find what you need.
		Site Information (1=Poor, 10=Excellent, Don't Know)
	Site Information - Thoroughness	Please rate the thoroughness of information provided on this site.
	Site Information - Understandable	Please rate how understandable this site’s information is.
	Site Information - Answers	Please rate how well the site’s information provides answers to your questions.
		Task Process (1=Poor, 10=Excellent, Don't Know)
	Task Process - Time	Please rate the time it takes to complete task(s) on this site.
	Task Process - Procedures	Please rate the site procedures to accomplish tasks on this site.
	Task Process - Efficiency	Please rate the number of steps needed to complete task(s) on this site.

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Sheet 3: Custom Questions

Model Name			FTC Complaint Assistant Mobile				Red & Strike-Through: Delete
Model ID			0				Underlined & Italicized: Re-order
Partitioned			Yes - 2MQ				Pink: Addition
Date							Blue: Reword
QID	AP Question Tag	Skip From	Question Text	Answer Choices	Skip To	AP Answer Tag	Required Y/N	Type	Special Instructions	CQ Label
			How often do you visit the FTC Complaint Assistant?	This is my first visit	A		Y	Radio button, one-up vertical	Skip Logic Group*	Frequency
				A few times a year	Z, Y
				Monthly	Z, Y
				Weekly	Z, Y
				Daily	Z, Y
		Z	How many times have you used the complaint assistant in the past to register a complaint?	0			Y	Drop down, select one	Skip Logic Group*	Prior complaints
				1
				2
				3 or more
		Y	Did you notice any changes to the FTC Complaint Assistant today?	Yes			Y	Radio button, one-up vertical	Skip Logic Group*	Notice Changes
				No
				Not sure
		A	Were you aware of the FTC Complaint Assistant before visiting the site today?	Yes			Y	Radio button, one-up vertical	Skip Logic Group*	Awareness of CA
				No	C
				Not sure	C
		C	How did you find the FTC Complaint Assistant site?	FTC Website			Y	Radio button, one-up vertical	Skip Logic Group*	How Did You Find
				FTC Publication
				Search engine	E
				Another website
				Referral from another agency	F
				Friend/family member
				Contacted the FTC
				Other, Please Specify	D
		D	Please let us know how you found us.				N	Text area, no char limit	Skip Logic Group*	OE_ How Found
		E	What specific search terms did you use to try to find the FTC Complaint Assistant site?				N	Text field, <100 char	Skip Logic Group*	OE_Search Terms
		F	What other agency referred you?				N	Text area, no char limit	Skip Logic Group*	OE_Agency Referral
			Did you intend to file a complaint today?	Yes			Y	Radio button, one-up vertical	Skip Logic Group*	Plan to File
				No	Z
		Z	What did you intend to do today?				N	Text area, no char limit	Skip Logic Group*	OE_What Else Plan to Do
			What category did you submit a complaint for today?	Scams and rip-offs			Y	Radio button, one-up vertical	Skip Logic Group*	Complaint Category
				Unwanted telemarketing, text, or SPAM
				Mobile devices or telephones
				Internet services, online shopping, or computers
				Jobs and making money
				Credit and debt
				"Other"
				Complaint category not listed. Please describe.	A
		A	What category did you attempt to submit a complaint for today?				N	Text field, <100 char	Skip Logic Group*	OPS_Complaint Category
			Was the FTC Complaint Assistant easy to use?	Yes			Y	Radio button, one-up vertical		Easy to Use
				No
				Not sure
			Did you experience any of the following challenges during your visit today? (Please select all that apply.)	I did not understand which category I should have selected (i.e. identity theft, unwanted telemarketing, other, etc.)			Y	Checkbox, one-up vertical	Skip Logic Group*	Challenges
				There was no complaint category listed that covered my complaint
				I did not understand what I was supposed to do
				The form required information that I did not know
				The form required information that was unrelated to my case
				The form/fields would not accept what I entered
				While on the site, I received a blank screen
				While on the site, I received a time-out message
				While on the site, I received an error message	A
				Other (please specify)	B
				I did not experience any challenges today					Mutually Exclusive
		A	What was the error message?				N	Text area, no char limit	Skip Logic Group*	OE_Error Message
		B	Please let us know what other difficulties you had.				N	Text area, no char limit	Skip Logic Group*	OE_Challenges-Other
	accomplish		Were you able to accomplish your reason for visiting today?	Yes		yes	Y	Radio button, one-up vertical	Skip Logic Group*	Accomplish
				No	A, B	no
	why_not_accomplish	A	Please tell us more about what you were unable to accomplish today.				N	Text area, no char limit	Skip Logic Group*	OE_Unable To Accomplish
		B	What will you do next in your efforts to file a complaint?	Try again later			Y	Radio button, one-up vertical	Skip Logic Group*	Do Next
				Try to call the agency for help
				Give up
				Other (please specify)	C
		C	Please specify what you will do next.				N	Text area, no char limit	Skip Logic Group*	OE_Do Next
	improve		Thinking about your experience with the FTC Complaint Assistant site today, what one improvement would you suggest?				N	Text area, no char limit		OE_One Improvement

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Sheet 4: Attributes

Attribute	Value
Channel	Mobile
Touchpoint Name	Informational
Hierarchy	No
Model Type	PredCSAT Mobile Info
Journey Phase	Awareness
Touchpoint Type	Standard
Partner Involved	No
Replay	No
Version Number of Model Template	17.3.Y
Survey Type	PREDCSAT_NPS
Look and Feel	Single Page
Theme Color	#009fea