246 2019 246 FTC.gov Consumer Desktop

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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		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 ftct.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

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Sheet 2: Model Questions

Model Name		FTC.gov Consumer Desktop 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)			Brand Confidence (1=Not At All Confident, 10=Very Confident)
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.	20	Brand Confidence	Please rate your level of confidence in the FTC.
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.			Return (1=Very Unlikely, 10=Very Likely)
3	Satisfaction - Ideal	How does this site compare to an ideal website? (1=Not Very Close, 10=Very Close)	7	Site Performance -Responsiveness	Please rate the responsiveness of the pages to your actions.	21	Return	How likely are you to return to consumer.FTC.gov in the future?
					Look and Feel (1=Poor, 10=Excellent, Don't Know)			Recommend (1=Very Unlikely, 10=Very Likely)
			8	Look and Feel - Appeal	Please rate the visual appeal of the pages that you visited.	22	Recommend	How likely are you to recommend consumer.FTC.gov to someone else?
			9	Look and Feel - Spacing	Please rate the spacing between items on the pages that you visited.			Primary Resource (1=Very Unlikely, 10=Very Likely)
			10	Look and Feel - Readability	Please rate the legibility of the pages that you visited.	23	Primary Resource	How likely are you to use consumer.FTC.gov as your primary resource for information?
					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.

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Sheet 3: Custom Questions

Model Name			FTC.gov Consumer Desktop 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

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Sheet 4: Attributes

Attribute	Value
Channel	Web
Touchpoint Name	Informational
Hierarchy	No
Model Type	PredCSAT Web 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