Form 246 2019 246 FTC.gov Consumer Mobile

E-Government Website Customer Satisfaction Surveys

2019 246 FTC.gov Consumer Mobile.xls

2019 246 FTC.gov Consumer Mobile and Desktop

OMB: 1090-0008

Document [xlsx]
Download: xlsx | pdf

Overview

Welcome and Thank You Text
Model Questions
Custom Questions


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
Welcome Text - Tablet / Phone






Thank you for visiting Consumer.FTC.gov. You've been randomly chosen to take part in a brief survey to let us know what we're doing well and where we can improve.

Please take a few minutes to share your opinions, which are essential in helping us provide the best online experience possible.

Thank you for visiting Consumer.FTC.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
Thank You Text - Tablet / Phone






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.

Thank you for taking our survey - and for helping us serve you better.
We appreciate your input!





































Example Desktop
Example Mobile











































































































































































Sheet 2: Model Questions

Model Name
FTC.gov Consumer Mobile Informational



Red & Strike-Through: Delete
Model ID





Underlined & Italicized: Re-order
Partitioned
Yes - 2MQ



Pink: Addition
Date





Blue: Reword
Model Version
17.3.Y















Label Satisfaction Questions
Label Element Questions
Label Future Behaviors





Satisfaction

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

Return
(1=Very Unlikely, 10=Very Likely)
1 Satisfaction - Overall What is your overall satisfaction with this site?
(1=Very Dissatisfied, 10=Very Satisfied)
5 Site Performance - Speed Please rate the speed that pages and content loaded for you. 21 Return How likely are you to return to Consumer.FTC.gov in the future?
2 Satisfaction - Expectations How well does this site meet your expectations?
(1=Falls Short, 10=Exceeds)
6 Site Performance - Completeness Please rate the consistency of complete loading of pages and content.

Recommend
(1=Very Unlikely, 10=Very Likely)
3 Satisfaction - Ideal How does this site compare to an ideal mobile site?
(1=Not Very Close, 10=Very Close)
7 Site Performance -Responsiveness Please rate the responsiveness of the pages to your actions. 22 Recommend How likely are you to recommend Consumer.FTC.gov to someone else?





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

Primary Resource
(1=Very Unlikely, 10=Very Likely)



8 Look and Feel - Appeal Please rate the visual appeal of the pages that you visited. 23 Primary Resource How likely are you to use Consumer.FTC.gov as your primary resource for information?



9 Look and Feel - Spacing Please rate the spacing between items on the pages that you visited.





10 Look and Feel - Readability Please rate the legibility of the pages that you visited.







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





11 Navigation - Ease Please rate the ease of finding what you were looking for.





12 Navigation - Layout Please rate the page layout on displaying content and links where you could find them.





13 Navigation - Links Please rate the links on taking you where you needed to go.







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





14 Site Information - Relevance Please rate the relevance to your interests of the information that you found.





15 Site Information - Thoroughness Please rate the thoroughness of the information that you found.





16 Site Information - Readability Please rate the readability of the information that you found.



Sheet 3: Custom Questions

Model Name

FTC.gov Consumer Mobile Informational


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 this site? First time

Y Drop down, select one
Visit Frequency




Daily









Weekly









Monthly









Once every few months









Once every 6 months or less








Which of the following topics if any, were you interested in while on the site today? (Please select all that apply) Money and credit

Y Checkbox, one-up vertical
Topics




Homes and mortgages









Health and fitness









Jobs and making money









Privacy, identity and online security









Scams









None of these



Mutually Exclusive



What was your primary reason for visiting consumer.FTC.gov today? File a consumer complaint

Y Radio button, one-up vertical Skip Logic Group* Primary Reason




Find out if something is a scam









Learn what to do if I was scammed









Report a scam









Learn about refunds or getting my money back









Register for "Do Not Call"









Report identity theft









Get my free credit report









Order free printed resources









Sign up for email updates









Get tips about a specific topic









Other (please specify) A






A Please specify your other reason for visiting consumer.FTC.gov today.


N Text area, no char limit Skip Logic Group* OE_Primary Reason



Who were you looking for information for today? Myself

Y Radio button, one-up vertical Skip Logic Group* Audience




A friend









A family member









Other








What is your primary role in visiting the site today? Consumer

Y Radio button, one-up vertical Skip Logic Group* Primary Role




Consumer advocate or educator









Military









Academic









Other A






A Please specify your other role in visiting consumer.FTC.gov today.


N Text area, no char limit Skip Logic Group* OE_Primary Role



Did you accomplish what you wanted to do today on consumer.FTC.gov? Yes

Y Drop down, select one Skip Logic Group* Accomplish




No A






A Please tell us why you were unable to accomplish your task today.


N Text area, no char limit Skip Logic Group* OE_Not Accomplish



How would you describe your experience navigating the site today? I had no difficulty navigating the site

Y Radio button, one-up vertical Skip Logic Group* Navigation experience-single




I had some difficulty navigating the site Z








I had a lot of difficulty navigating the site Z






Z What specific problems did you have with the site's navigation? (Please select all that apply.) Links and labels were confusing or didn't take me where expected

Y Checkbox, one-up vertical Skip Logic Group* Navigation experience




I had difficulty finding relevant information









Too many options to choose from









I had technical difficulties (error messages, broken links, etc.)









I could not navigate back to previous information









I had a navigation difficulty not listed above A






A Please specify your other navigation difficulty.


N Text area, no char limit Skip Logic Group* OE_Nav Experience



Did you find the search feature helpful? Yes A
Y Drop down, select one Skip Logic Group* Search experience




No A








I did not use the search feature







A Please describe why you did not find the search feature helpful.


N Text area, no char limit Skip Logic Group* OE_Search experience



Which category includes your age? Under 18

Y Drop down, select one
Age




18 - 24









25 - 34









35 - 44









45 - 54









55 - 64









65 or older









Prefer not to respond








If you could make one improvement to Consumer.FTC.gov, what would it be?


N Text area, no char limit
One Improvement
File Typeapplication/vnd.ms-excel
AuthorJessica Thompson
Last Modified ByCameron Couch
File Modified2019-12-04
File Created2019-09-26

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