Form 006 2020 006 Q_OPMRetire_Web_Browse_20200225

E-Government Website Customer Satisfaction Surveys

2020 006 Q_OPMRetire_Web_Browse_20200225.xlsx

2020 006 Q_OPMRetire_Web_Browse_20200225

OMB: 1090-0008

Document [xlsx]
Download: xlsx | pdf

Overview

Welcome and Thank You Text
Current Model Qsts- Dataload
Current CQs
CQs (2-25-20)
CQs (5-7-19)
CQs (4-23-19)
CQs (1-7-19)
CQs (3-20-17)
CQs (4-3-15)
CQs 10.20.14
CQs 10.20.14 edit for DOT
CQs 6.5.14
CQs (6-18-14)
CQs 12.5.13
CQs 12.5.13 edit
CQs - 1st Dataload

Sheet 1: Welcome and Thank You Text
Model Instance Name:



INVITATION TEXT IS HOSTED ON OPM APPLICATON AT LOGOUT PAGE. Should read:



OPM Retirement Services



MID: oV1c4VN9RAEkgIB9xAFY5w4C

Date: 4/30/2013


Welcome and Thank You Text













Directions:










This welcome text is shown at the top of the questionnaire window and the thank you text at the bottom. This is a good place to mention the site/company/agency name so the visitor knows whom they are taking the survey for. Feel free to modify the standard Welcome and Thank you text shown in the boxes below.









Examples


Welcome Text Example































Welcome Text









Thank you for visiting our site. We would like your feedback so that we improve our services to meet your needs.


























































































Thank You Text Example


















DEFAULT Thank You Text












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







































































ALTERNATE WEB Thank You Text















































































































































Sheet 2: Current Model Qsts- Dataload
Model Instance Name:






OPM Retirement Services






MID:
oV1c4VN9RAEkgIB9xAFY5w4C



Partitioned (Y/N)?
Yes



Date:
4/30/2013


OPM Retirement Services



ELEMENTS (drivers of satisfaction)
CUSTOMER SATISFACTION

FUTURE BEHAVIORS

MQ Label



MQ Label


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

Return (1=Very Unlikely, 10=Very Likely)
1 Content - Accuracy Please rate your perception of the accuracy of information on this site. 19 What is your overall satisfaction with this site?
(1=Very Dissatisfied, 10=Very Satisfied)		 22 Return How likely are you to return to this site?
2 Content - Quality Please rate the quality of information on this site. 20 How well does this site meet your expectations?
(1=Falls Short, 10=Exceeds)

Recommend (1=Very Unlikely, 10=Very Likely)
3 Content - Freshness Please rate the freshness of content on this site. 21 How does this site compare to your idea of an ideal website?
(1=Not Very Close, 10=Very Close)		 23 Recommend How likely are you to recommend this site to someone else?


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



Increase Usage (1=Very Unlikely, 10=Very Likely)
4 Functionality - Usefulness Please rate the usefulness of the website tools provided on this site.

24 Increase Usage How likely are you to increase your online interaction with OPM Retirement Services in the next year?
5 Functionality - Convenient Please rate the convenient placement of the website tools on this site.




6 Functionality - Variety Please rate the variety of website tools on this site.






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




7 Navigation - Organized Please rate how well the site is organized.




8 Navigation - Options Please rate the options available for navigating this site.

9 Navigation - Layout Please rate how well the site layout helps you find what you are looking for.


Look and Feel (1=Poor, 10=Excellent, Don't Know)
10 Look and Feel - Appeal Please rate the visual appeal of this site.
11 Look and Feel - Balance Please rate the balance of graphics and text on this site.




12 Look and Feel - Readability Please rate the readability of the pages on this site.






Tasks/ Transactions (1=Poor, 10=Excellent, Don't Know)




13 Tasks/Transactions - Simplicity Please rate the simplicity of the process for completing task(s) on this site.




14 Tasks/Transactions - Instructions Please rate the clarity of instructions for completing task(s) on this site.




15 Tasks/Transactions - Verification Please rate the verification of task completion on this site.






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




16 Site Performance - Loading Please rate how quickly pages load on this site.




17 Site Performance - Consistency Please rate the consistency of speed from page to page on this site.




18 Site Performance - Errors Please rate the ability to load pages without getting error messages on this site.




















































































Sheet 3: Current CQs
Model Instance Name:

red & strike-through: DELETE






OPM Retirement Services

underlined & italicized: RE-ORDER






MID: oV1c4VN9RAEkgIB9xAFY5w4C
pink: ADDITION






Date: 3.26.15 blue + -->: REWORDING

















OPM Retirement Services CUSTOM QUESTION LIST
QID Skip Logic Label Question Text Answer Choices
(limited to 50 characters)		 Skip to Type (select from list) Single or Multi Required
Y/N		 Special Instructions CQ Label
BJL0709
What is your primary reason for visiting the site today? View annuity statement
Radio button, one-up vertical single Y Skip Logic Group* Primary Reason



View case status while in interim pay









View life insurance information









Start/stop allotments (personal or organizational)









Change Federal/State Income Tax withholding options









View/Print/Request duplicate Form 1099-R









Sign up or make changes to Direct Deposit









Change mailing address









Change email address









Change password









Sign in to keep password active









To set up access to the site for the first time









Other, please specify: B





BJL0710 B Please specify your other primary reason for visiting the site today:

Text area, no char limit
N Skip Logic Group* OE_Primary Reason
BJL0711
Did you accomplish what you wanted to do today on this site? Yes
Radio button, one-up vertical single Y Skip Logic Group* Accomplish



No F





BJL0712 F Please tell us why you were unable to accomplish your task today.

Text area, no char limit
N Skip Logic Group* OE_Not Accomplish
COU0318827
Did you have to reset your password before logging in today? Yes A Radio button, one-up vertical single Y Skip Logic Group* Password Reset



No






COU0318828 A How did you reset your password? Through the call center
Radio button, one-up vertical single N Skip Logic Group* Password Reset Method



Through the website






BJL0708
Which role best describes your visit to the site today? Retiree
Radio button, one-up vertical single Y
Role



Survivor annuitant









Ex-spouse of a retiree






JIB0153074
Which device do you primarily use to access the OPM Retirement Services website? Desktop/Laptop Computer
Radio button, one-up vertical single Y
Device



Tablet (Amazon Fire, iPad, etc.)









Mobile Phone (iPhone, Samsung Galaxy, etc.)









Other









Not Sure






JIB0153075
Have you ever accessed the OPM Retirement Services website via mobile phone or tablet? Yes
Radio button, one-up vertical single Y
Mobile Device



No









Not Sure






BJL0707
How often do you visit this site? This is my first visit
Radio button, one-up vertical single Y
Visit Frequency



Once every 6 months or less often









Once every few months









Monthly









Weekly









Daily or more often






BJL0717
Please provide any additional comments about the OPM Retirement Services website here:

Text area, no char limit
N
OE_Additional Info


How long have you been receiving OPM retirement benefits? 0-5 years
Radio button, one-up vertical single N
Tenure



6-10 years









More than 10 years








What is your age? 50 or under
Radio button, one-up vertical single N
Age



51-65









66-75









76-85









86 or older






RUS0288887
Please rate your level of agreement with the following statements about your experience on the website today.

I am satisfied with the service I received from Services Online.		 1=Strongly Disagree
Radio button, scale, no don't know single N
A11 Satisfaction



2









3









4









Strongly Agree=5






RUS0288888
This interaction increased my confidence in Services Online. 1=Strongly Disagree
Radio button, scale, no don't know single N
A11 Confidence



2









3









4









Strongly Agree=5






RUS0288889
My need was addressed. 1=Strongly Disagree
Radio button, scale, no don't know single N
A11 Quality



2









3









4









Strongly Agree=5






RUS0288890
It was easy to complete what I needed to do. 1=Strongly Disagree
Radio button, scale, no don't know single N
A11 Ease



2









3









4









Strongly Agree=5






RUS0288891
It took a reasonable amount of time to do what I needed to do. 1=Strongly Disagree
Radio button, scale, no don't know single N
A11 Efficiency



2









3









4









Strongly Agree=5






RUS0288892
I was easily able to access the website on my device. 1=Strongly Disagree
Radio button, scale, no don't know single N
A11 Equity Digital



2









3









4









Strongly Agree=5






RUS0288893
The website helped me do what I needed to do. 1=Strongly Disagree
Radio button, scale, no don't know single N
A11 Helpful Digital



2









3









4









Strongly Agree=5






Sheet 4: CQs (2-25-20)
Model Instance Name:

red & strike-through: DELETE






OPM Retirement Services

underlined & italicized: RE-ORDER






MID: oV1c4VN9RAEkgIB9xAFY5w4C
pink: ADDITION






Date: 3.26.15 blue + -->: REWORDING

















OPM Retirement Services CUSTOM QUESTION LIST
QID Skip Logic Label Question Text Answer Choices
(limited to 50 characters)		 Skip to Type (select from list) Single or Multi Required
Y/N		 Special Instructions CQ Label
BJL0709
What is your primary reason for visiting the site today? View annuity statement
Radio button, one-up vertical single Y Skip Logic Group* Primary Reason



View case status while in interim pay









View life insurance information









Start/stop allotments (personal or organizational)









Change Federal/State Income Tax withholding options









View/Print/Request duplicate Form 1099-R









Sign up or make changes to Direct Deposit









Change mailing address









Change email address









Change password









Sign in to keep password active









To set up access to the site for the first time









Other, please specify: B





BJL0710 B Please specify your other primary reason for visiting the site today:

Text area, no char limit
N Skip Logic Group* OE_Primary Reason
BJL0711
Did you accomplish what you wanted to do today on this site? Yes
Radio button, one-up vertical single Y Skip Logic Group* Accomplish



No F





BJL0712 F Please tell us why you were unable to accomplish your task today.

Text area, no char limit
N Skip Logic Group* OE_Not Accomplish
COU0318827
Did you have to reset your password before logging in today? Yes A Radio button, one-up vertical single Y Skip Logic Group* Password Reset



No






COU0318828 A How did you reset your password? Through the call center
Radio button, one-up vertical single N Skip Logic Group* Password Reset Method



Through the website






BJL0708
Which role best describes your visit to the site today? Retiree
Radio button, one-up vertical single Y
Role



Survivor annuitant









Ex-spouse of a retiree






JIB0153074
Which device do you primarily use to access the OPM Retirement Services website? Desktop/Laptop Computer
Radio button, one-up vertical single Y
Device



Tablet (Amazon Fire, iPad, etc.)









Mobile Phone (iPhone, Samsung Galaxy, etc.)









Other









Not Sure






JIB0153075
Have you ever accessed the OPM Retirement Services website via mobile phone or tablet? Yes
Radio button, one-up vertical single Y
Mobile Device



No









Not Sure






BJL0707
How often do you visit this site? This is my first visit
Radio button, one-up vertical single Y
Visit Frequency



Once every 6 months or less often









Once every few months









Monthly









Weekly









Daily or more often






BJL0717
Please provide any additional comments about the OPM Retirement Services website here:

Text area, no char limit
N
OE_Additional Info
RUS0288887
Please rate your level of agreement with the following statements about your experience on the website today.

I am satisfied with the service I received from Services Online.		 1=Strongly Disagree
Radio button, scale, no don't know single N
A11 Satisfaction



2









3









4









Strongly Agree=5






RUS0288888
This interaction increased my confidence in Services Online. 1=Strongly Disagree
Radio button, scale, no don't know single N
A11 Confidence



2









3









4









Strongly Agree=5






RUS0288889
My need was addressed. 1=Strongly Disagree
Radio button, scale, no don't know single N
A11 Quality



2









3









4









Strongly Agree=5






RUS0288890
It was easy to complete what I needed to do. 1=Strongly Disagree
Radio button, scale, no don't know single N
A11 Ease



2









3









4









Strongly Agree=5






RUS0288891
It took a reasonable amount of time to do what I needed to do. 1=Strongly Disagree
Radio button, scale, no don't know single N
A11 Efficiency



2









3









4









Strongly Agree=5






RUS0288892
I was easily able to access the website on my device. 1=Strongly Disagree
Radio button, scale, no don't know single N
A11 Equity Digital



2









3









4









Strongly Agree=5






RUS0288893
The website helped me do what I needed to do. 1=Strongly Disagree
Radio button, scale, no don't know single N
A11 Helpful Digital



2









3









4









Strongly Agree=5






Sheet 5: CQs (5-7-19)
Model Instance Name:

red & strike-through: DELETE






OPM Retirement Services

underlined & italicized: RE-ORDER






MID: oV1c4VN9RAEkgIB9xAFY5w4C
pink: ADDITION






Date: 3.26.15 blue + -->: REWORDING

















OPM Retirement Services CUSTOM QUESTION LIST
QID Skip Logic Label Question Text Answer Choices
(limited to 50 characters)		 Skip to Type (select from list) Single or Multi Required
Y/N		 Special Instructions CQ Label
BJL0709
What is your primary reason for visiting the site today? View annuity statement
Radio button, one-up vertical single Y Skip Logic Group* Primary Reason



View case status while in interim pay









View life insurance information









Start/stop allotments (personal or organizational)









Change Federal/State Income Tax withholding options









View/Print/Request duplicate Form 1099-R









Sign up or make changes to Direct Deposit









Change mailing address









Change email address









Change password









Sign in to keep password active









To set up access to the site for the first time









Other, please specify: B





BJL0710 B Please specify your other primary reason for visiting the site today:

Text area, no char limit
N Skip Logic Group* OE_Primary Reason
BJL0711
Did you accomplish what you wanted to do today on this site? Yes
Radio button, one-up vertical single Y Skip Logic Group* Accomplish



No F





BJL0712 F Please tell us why you were unable to accomplish your task today.

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


Did you have to reset your password before logging in today? Yes A Radio button, one-up vertical single Y Skip Logic Group* Password Reset



No







A How did you reset your password? Through the call center
Radio button, one-up vertical single N Skip Logic Group* Password Reset Method



Through the website






BJL0708
Which role best describes your visit to the site today? Retiree
Radio button, one-up vertical single Y
Role



Survivor annuitant









Ex-spouse of a retiree






JIB0153074
Which device do you primarily use to access the OPM Retirement Services website? Desktop/Laptop Computer
Radio button, one-up vertical single Y
Device



Tablet (Amazon Fire, iPad, etc.)









Mobile Phone (iPhone, Samsung Galaxy, etc.)









Other









Not Sure






JIB0153075
Have you ever accessed the OPM Retirement Services website via mobile phone or tablet? Yes
Radio button, one-up vertical single Y
Mobile Device



No









Not Sure






BJL0707
How often do you visit this site? This is my first visit
Radio button, one-up vertical single Y
Visit Frequency



Once every 6 months or less often









Once every few months









Monthly









Weekly









Daily or more often






BJL0717
Please provide any additional comments about the OPM Retirement Services website here:

Text area, no char limit
N
OE_Additional Info
RUS0288887
Please rate your level of agreement with the following statements about your experience on the website today.

I am satisfied with the service I received from Services Online.		 1=Strongly Disagree
Radio button, scale, no don't know single N
A11 Satisfaction



2









3









4









Strongly Agree=5






RUS0288888
This interaction increased my confidence in Services Online. 1=Strongly Disagree
Radio button, scale, no don't know single N
A11 Confidence



2









3









4









Strongly Agree=5






RUS0288889
My need was addressed. 1=Strongly Disagree
Radio button, scale, no don't know single N
A11 Quality



2









3









4









Strongly Agree=5






RUS0288890
It was easy to complete what I needed to do. 1=Strongly Disagree
Radio button, scale, no don't know single N
A11 Ease



2









3









4









Strongly Agree=5






RUS0288891
It took a reasonable amount of time to do what I needed to do. 1=Strongly Disagree
Radio button, scale, no don't know single N
A11 Efficiency



2









3









4









Strongly Agree=5






RUS0288892
I was easily able to access the website on my device. 1=Strongly Disagree
Radio button, scale, no don't know single N
A11 Equity Digital



2









3









4









Strongly Agree=5






RUS0288893
The website helped me do what I needed to do. 1=Strongly Disagree
Radio button, scale, no don't know single N
A11 Helpful Digital



2









3









4









Strongly Agree=5






Sheet 6: CQs (4-23-19)
Model Instance Name:

red & strike-through: DELETE






OPM Retirement Services

underlined & italicized: RE-ORDER






MID: oV1c4VN9RAEkgIB9xAFY5w4C
pink: ADDITION






Date: 3.26.15 blue + -->: REWORDING

















OPM Retirement Services CUSTOM QUESTION LIST
QID Skip Logic Label Question Text Answer Choices
(limited to 50 characters)		 Skip to Type (select from list) Single or Multi Required
Y/N		 Special Instructions CQ Label
BJL0709
What is your primary reason for visiting the site today? View annuity statement
Radio button, one-up vertical single Y Skip Logic Group* Primary Reason



View case status while in interim pay









View life insurance information









Start/stop allotments (personal or organizational)









Change Federal/State Income Tax withholding options









View/Print/Request duplicate Form 1099-R









Sign up or make changes to Direct Deposit









Change mailing address









Change email address









Change password









Sign in to keep password active









To set up access to the site for the first time









Other, please specify: B





BJL0710 B Please specify your other primary reason for visiting the site today:

Text area, no char limit
N Skip Logic Group* OE_Primary Reason
BJL0711
Did you accomplish what you wanted to do today on this site? Yes
Radio button, one-up vertical single Y Skip Logic Group* Accomplish



No F





BJL0712 F Please tell us why you were unable to accomplish your task today.

Text area, no char limit
N Skip Logic Group* OE_Not Accomplish
BJL0708
Which role best describes your visit to the site today? Retiree
Radio button, one-up vertical single Y
Role



Survivor annuitant









Ex-spouse of a retiree






JIB0153074
Which device do you primarily use to access the OPM Retirement Services website? Desktop/Laptop Computer
Radio button, one-up vertical single Y
Device



Tablet (Amazon Fire, iPad, etc.)









Mobile Phone (iPhone, Samsung Galaxy, etc.)









Other









Not Sure






JIB0153075
Have you ever accessed the OPM Retirement Services website via mobile phone or tablet? Yes
Radio button, one-up vertical single Y
Mobile Device



No









Not Sure






BJL0707
How often do you visit this site? This is my first visit
Radio button, one-up vertical single Y
Visit Frequency



Once every 6 months or less often









Once every few months









Monthly









Weekly









Daily or more often






BJL0717
Please provide any additional comments about the OPM Retirement Services website here:

Text area, no char limit
N
OE_Additional Info
RUS0288887
Please rate your level of agreement with the following statements about your experience on the website today.

I am satisfied with the service I received from Services Online.		 1=Strongly Disagree
Radio button, scale, no don't know single N
A11 Satisfaction



2









3









4









Strongly Agree=5






RUS0288888
This interaction increased my confidence in Services Online. 1=Strongly Disagree
Radio button, scale, no don't know single N
A11 Confidence



2









3









4









Strongly Agree=5






RUS0288889
My need was addressed. 1=Strongly Disagree
Radio button, scale, no don't know single N
A11 Quality



2









3









4









Strongly Agree=5






RUS0288890
It was easy to complete what I needed to do. 1=Strongly Disagree
Radio button, scale, no don't know single N
A11 Ease



2









3









4









Strongly Agree=5






RUS0288891
It took a reasonable amount of time to do what I needed to do. 1=Strongly Disagree
Radio button, scale, no don't know single N
A11 Efficiency



2









3









4









Strongly Agree=5






RUS0288892
I was easily able to access the website on my device. 1=Strongly Disagree
Radio button, scale, no don't know single N
A11 Equity Digital



2









3









4









Strongly Agree=5






RUS0288893
The website helped me do what I needed to do. 1=Strongly Disagree
Radio button, scale, no don't know single N
A11 Helpful Digital



2









3









4









Strongly Agree=5






Sheet 7: CQs (1-7-19)
Model Instance Name:

red & strike-through: DELETE






OPM Retirement Services

underlined & italicized: RE-ORDER






MID: oV1c4VN9RAEkgIB9xAFY5w4C
pink: ADDITION






Date: 3.26.15 blue + -->: REWORDING

















OPM Retirement Services CUSTOM QUESTION LIST
QID Skip Logic Label Question Text Answer Choices
(limited to 50 characters)		 Skip to Type (select from list) Single or Multi Required
Y/N		 Special Instructions CQ Label
BJL0709
What is your primary reason for visiting the site today? View annuity statement
Radio button, one-up vertical single Y Skip Logic Group* Primary Reason



View case status while in interim pay









View life insurance information









Start/stop allotments (personal or organizational)









Change Federal/State Income Tax withholding options









View/Print/Request duplicate Form 1099-R









Sign up or make changes to Direct Deposit









Change mailing address









Change email address









Change password









Sign in to keep password active









To set up access to the site for the first time









Other, please specify: B





BJL0710 B Please specify your other primary reason for visiting the site today:

Text area, no char limit
N Skip Logic Group* OE_Primary Reason
BJL0711
Did you accomplish what you wanted to do today on this site? Yes
Radio button, one-up vertical single Y Skip Logic Group* Accomplish



No F





BJL0712 F Please tell us why you were unable to accomplish your task today.

Text area, no char limit
N Skip Logic Group* OE_Not Accomplish
BJL0708
Which role best describes your visit to the site today? Retiree
Radio button, one-up vertical single Y
Role



Survivor annuitant









Ex-spouse of a retiree






JIB0153074
Which device do you primarily use to access the OPM Retirement Services website? Desktop/Laptop Computer
Radio button, one-up vertical single Y
Device



Tablet (Amazon Fire, iPad, etc.)









Mobile Phone (iPhone, Samsung Galaxy, etc.)









Other









Not Sure






JIB0153075
Have you ever accessed the OPM Retirement Services website via mobile phone or tablet? Yes
Radio button, one-up vertical single Y
Mobile Device



No









Not Sure






BJL0707
How often do you visit this site? This is my first visit
Radio button, one-up vertical single Y
Visit Frequency



Once every 6 months or less often









Once every few months









Monthly









Weekly









Daily or more often






BJL0717
Please provide any additional comments about the OPM Retirement Services website here:

Text area, no char limit
N
OE_Additional Info


Please rate your level of agreement with the following statements about your experience on the website today.

I am satisfied with the service I received from Services Online.		 1=Strongly Disagree
Radio button, scale, no don't know single N
A11 Satisfaction



2









3









4









5=Strongly Agree








This interaction increased my confidence in Services Online. 1=Strongly Disagree
Radio button, scale, no don't know single N
A11 Confidence



2









3









4









5=Strongly Agree








My need was addressed. 1=Strongly Disagree
Radio button, scale, no don't know single N
A11 Quality



2









3









4









5=Strongly Agree








It was easy to complete what I needed to do. 1=Strongly Disagree
Radio button, scale, no don't know single N
A11 Ease



2









3









4









5=Strongly Agree








It took a reasonable amount of time to do what I needed to do. 1=Strongly Disagree
Radio button, scale, no don't know single N
A11 Efficiency



2









3









4









5=Strongly Agree








I was easily able to access the website on my device. 1=Strongly Disagree
Radio button, scale, no don't know single N
A11 Equity Digital



2









3









4









5=Strongly Agree








The website helped me do what I needed to do. 1=Strongly Disagree
Radio button, scale, no don't know single N
A11 Helpful Digital



2









3









4









5=Strongly Agree






Sheet 8: CQs (3-20-17)
Model Instance Name:

red & strike-through: DELETE






OPM Retirement Services

underlined & italicized: RE-ORDER






MID: oV1c4VN9RAEkgIB9xAFY5w4C

pink: ADDITION






Date: 3.26.15 blue + -->: REWORDING

















OPM Retirement Services CUSTOM QUESTION LIST
QID Skip Logic Label Question Text Answer Choices
(limited to 50 characters)		 Skip to Type (select from list) Single or Multi Required
Y/N		 Special Instructions CQ Label
BJL0709
What is your primary reason for visiting the site today? View annuity statement
Radio button, one-up vertical single Y Skip Logic Group* Primary Reason



View case status while in interim pay









View life insurance information









Start/stop allotments (personal or organizational)









Change Federal/State Income Tax withholding options









View/Print/Request duplicate Form 1099-R









Sign up or make changes to Direct Deposit









Change mailing address









Change email address









Change password









Sign in to keep password active









To set up access to the site for the first time









Other, please specify: B





BJL0710 B Please specify your other primary reason for visiting the site today:

Text area, no char limit
N Skip Logic Group* OE_Primary Reason
BJL0711
Did you accomplish what you wanted to do today on this site? Yes
Radio button, one-up vertical single Y Skip Logic Group* Accomplish



No F








I wasn't looking for anything in particular / I'm just browsing 






BJL0712 F Please tell us why you were unable to accomplish your task today.

Text area, no char limit
N Skip Logic Group* OE_Not Accomplish
BJL0708
Which role best describes your visit to the site today? Retiree
Radio button, one-up vertical single Y
Role



Survivor annuitant









Ex-spouse of a retiree








Which device do you primarily use to access the OPM Retirement Services website? Desktop/Laptop Computer
Radio button, one-up vertical single Y
Device



Tablet (Amazon Fire, iPad, etc.)









Mobile Phone (iPhone, Samsung Galaxy, etc.)









Other









Not Sure








Have you ever accessed the OPM Retirement Services website via mobile phone or tablet? Yes
Radio button, one-up vertical single

Mobile Device



No









Not Sure






BJL0707
How often do you visit this site? This is my first visit
Radio button, one-up vertical single Y
Visit Frequency



Once every 6 months or less often









Once every few months









Monthly









Weekly









Daily or more often









Every few months or less often









Annually






BJL0717
Please provide any additional comments about the OPM Retirement Services website here:

Text area, no char limit
N
OE_Additional Info

Sheet 9: CQs (4-3-15)
Model Instance Name:

red & strike-through: DELETE






OPM Retirement Services

underlined & italicized: RE-ORDER






MID: oV1c4VN9RAEkgIB9xAFY5w4C

pink: ADDITION






Date: 3.26.15 blue + -->: REWORDING

















OPM Retirement Services CUSTOM QUESTION LIST
QID Skip Logic Label Question Text Answer Choices
(limited to 50 characters)		 Skip to Type (select from list) Single or Multi Required
Y/N		 Special Instructions CQ Label
BJL0707
How often do you visit this site? This is my first visit
Radio button, one-up vertical single Y
Visit Frequency



Weekly









Monthly









Every few months or less often









Annually






BJL0708
Which role best describes your visit to the site today? Retiree
Radio button, one-up vertical single Y
Role



Survivor annuitant









Ex-spouse of a retiree






BJL0709
What is your primary reason for visiting the site today? View annuity statement
Radio button, one-up vertical single Y Skip Logic Group* Primary Reason



View case status while in interim pay









View life insurance information









Start/stop allotments (personal or organizational)









Change Federal/State Income Tax withholding options









View/Print/Request duplicate Form 1099-R









Sign up or make changes to Direct Deposit









Change mailing address









Change email address









Change password









Sign in to keep password active









Other, please specify: B





BJL0710 B Please specify your other primary reason for visiting the site today:

Text area, no char limit
N Skip Logic Group* OE_Primary Reason
BJL0711
Were you able to accomplish the primary reason for your visit today? Yes
Radio button, one-up vertical single Y Skip Logic Group* Accomplish



No F








I wasn't looking for anything in particular / I'm just browsing 






BJL0712 F Please tell us more about what you had trouble doing or finding today.

Text area, no char limit
N Skip Logic Group* OE_Not Accomplish
BJL0717
Please tell us additional comments you would like to provide.

Text area, no char limit
N
OE_Additional Info

Sheet 10: CQs 10.20.14
Model Instance Name:

red & strike-through: DELETE






OPM Retirement Services

underlined & italicized: RE-ORDER






MID: oV1c4VN9RAEkgIB9xAFY5w4C

pink: ADDITION






Date: 10.20.14 blue + -->: REWORDING

















OPM Retirement Services CUSTOM QUESTION LIST
QID Skip Logic Label Question Text Answer Choices
(limited to 50 characters)		 Skip to Type (select from list) Single or Multi Required
Y/N		 Special Instructions CQ Label
BJL0707
How often do you visit this site? This is my first visit
Radio button, one-up vertical single Y
Visit Frequency



Weekly









Monthly









Every few months or less often









Annually






BJL0708
Which role best describes your visit to the site today? Retiree
Radio button, one-up vertical single Y
Role



Survivor annuitant









Ex-spouse of a retiree






BJL0709
What is your primary reason for visiting the site today? View annuity statement
Radio button, one-up vertical single Y Skip Logic Group* Primary Reason



View case status while in interim pay









Start/stop allotments (personal or organizational)









Change Federal/State Income Tax withholding options









View/Print/Request duplicate Form 1099-R









Sign up or make changes to Direct Deposit









Change mailing address









Change email address









Change password









Other, please specify: B





BJL0710 B Please specify your other primary reason for visiting the site today:

Text area, no char limit
N Skip Logic Group* OE_Primary Reason
BJL0711
Were you able to accomplish the primary reason for your visit today? Yes
Radio button, one-up vertical single Y Skip Logic Group* Accomplish



No F








I wasn't looking for anything in particular / I'm just browsing 






BJL0712 F Please tell us more about what you had trouble doing or finding today.

Text area, no char limit
N Skip Logic Group* OE_Not Accomplish
BJL0717
Please tell us additional comments you would like to provide.

Text area, no char limit
N
OE_Additional Info

Sheet 11: CQs 10.20.14 edit for DOT
Model Instance Name:

red & strike-through: DELETE






OPM Retirement Services

underlined & italicized: RE-ORDER






MID: oV1c4VN9RAEkgIB9xAFY5w4C

pink: ADDITION






Date: 10.20.14 blue + -->: REWORDING

















OPM Retirement Services CUSTOM QUESTION LIST
QID Skip Logic Label Question Text Answer Choices
(limited to 50 characters)		 Skip to Type (select from list) Single or Multi Required
Y/N		 Special Instructions CQ Label
BJL0707
How often do you visit this site? This is my first visit
Radio button, one-up vertical single Y
Visit Frequency



Weekly









Monthly









Every few months or less often









Annually






BJL0708
Which role best describes your visit to the site today? Retiree
Radio button, one-up vertical single Y
Role



Survivor annuitant









Ex-spouse of a retiree






BJL0709
What is your primary reason for visiting the site today? View annuity statement
Radio button, one-up vertical single Y Skip Logic Group* Primary Reason



View case status while in interim pay









Start/stop allotments (personal or organizational)









Change Federal/State Income Tax withholding options









View/Print/Request duplicate Form 1099-R









Sign up or make changes to Direct Deposit









Change mailing address









Change email address









Change password









Other, please specify: B





BJL0710 B Please specify your other primary reason for visiting the site today:

Text area, no char limit
N Skip Logic Group* OE_Primary Reason
BJL0711
Were you able to accomplish the primary reason for your visit today? Yes
Radio button, one-up vertical single Y Skip Logic Group* Accomplish



No F








I wasn't looking for anything in particular / I'm just browsing 






BJL0712 F Please tell us more about what you had trouble doing or finding today.

Text area, no char limit
N Skip Logic Group* OE_Not Accomplish
BJL0715
Have you ever accessed OPM Retirement Services using a mobile phone or tablet? Yes
Radio button, one-up vertical single Y Skip Logic Group* Mobile Access



No H





BJL0716 H Would you be interested in accessing OPM Retirement Services with a mobile phone or tablet? Yes
Radio button, one-up vertical single Y Skip Logic Group* Mobile Interest



No









Don't know






BJL0717
Please tell us additional comments you would like to provide.

Text area, no char limit
N
OE_Additional Info

Sheet 12: CQs 6.5.14

Model Instance Name:

red & strike-through: DELETE






OPM Retirement Services

underlined & italicized: RE-ORDER






MID: oV1c4VN9RAEkgIB9xAFY5w4C

pink: ADDITION






Date: 12.5.13 blue + -->: REWORDING

















OPM Retirement Services CUSTOM QUESTION LIST
QID Skip Logic Label Question Text Answer Choices
(limited to 50 characters)		 Skip to Type (select from list) Single or Multi Required
Y/N		 Special Instructions CQ Label
BJL0707
How often do you visit this site? This is my first visit
Radio button, one-up vertical single Y
Visit Frequency



Weekly









Monthly









Every few months or less often









Annually






BJL0708
Which role best describes your visit to the site today? Retiree
Radio button, one-up vertical single Y
Role



Survivor annuitant









Ex-spouse of a retiree






BJL0709
What is your primary reason for visiting the site today? View annuity statement
Radio button, one-up vertical single Y Skip Logic Group* Primary Reason



View case status while in interim pay









Start/stop allotments (personal or organizational)









Change Federal/State Income Tax withholding options









View/Print/Request duplicate Form 1099-R









Sign up or make changes to Direct Deposit









Change mailing address









Change email address









Change password









Other, please specify: B





BJL0710 B Please specify your other primary reason for visiting the site today:

Text area, no char limit
N Skip Logic Group* OE_Primary Reason
BJL0711
Were you able to accomplish the primary reason for your visit today? Yes
Radio button, one-up vertical single Y Skip Logic Group* Accomplish



No F








I wasn't looking for anything in particular / I'm just browsing 






BJL0712 F Please tell us more about what you had trouble doing or finding today.

Text area, no char limit
N Skip Logic Group* OE_Not Accomplish
BJL0715
Have you ever accessed OPM Retirement Services using a mobile phone or tablet? Yes
Radio button, one-up vertical single Y Skip Logic Group* Mobile Access



No H





BJL0716 H Would you be interested in accessing OPM Retirement Services with a mobile phone or tablet? Yes
Radio button, one-up vertical single Y Skip Logic Group* Mobile Interest



No









Don't know






BJL0717
Please tell us additional comments you would like to provide.

Text area, no char limit
N
OE_Additional Info

Sheet 13: CQs (6-18-14)
Model Instance Name:

red & strike-through: DELETE






OPM Retirement Services

underlined & italicized: RE-ORDER






MID: oV1c4VN9RAEkgIB9xAFY5w4C

pink: ADDITION






Date: 12.5.13 blue + -->: REWORDING

















OPM Retirement Services CUSTOM QUESTION LIST
QID Skip Logic Label Question Text Answer Choices
(limited to 50 characters)		 Skip to Type (select from list) Single or Multi Required
Y/N		 Special Instructions CQ Label
BJL0707
How often do you visit this site? This is my first visit
Radio button, one-up vertical single Y
Visit Frequency



Weekly









Monthly









Every few months or less often









Annually






BJL0708
Which role best describes your visit to the site today? Retiree
Radio button, one-up vertical single Y
Role



Survivor annuitant









Ex-spouse of a retiree






BJL0709
What is your primary reason for visiting the site today? View annuity statement
Radio button, one-up vertical single Y Skip Logic Group* Primary Reason



View case status while in interim pay









Start/stop allotments (personal or organizational)









Change Federal/State Income Tax withholding options









View/Print/Request duplicate Form 1099-R









Sign up or make changes to Direct Deposit









Change mailing address









Change email address









Change password









Other, please specify: B





BJL0710 B Please specify your other primary reason for visiting the site today:

Text area, no char limit
N Skip Logic Group* OE_Primary Reason
BJL0711
Were you able to accomplish the primary reason for your visit today? Yes
Radio button, one-up vertical single Y Skip Logic Group* Accomplish



No F








I wasn't looking for anything in particular / I'm just browsing 






BJL0712 F Please tell us more about what you had trouble doing or finding today.

Text area, no char limit
N Skip Logic Group* OE_Not Accomplish
BJL0713
What type of internet connection do you have? Broadband / high speed (cable, satellite, DSL)
Radio button, one-up vertical single Y OPS Group* Internet Type



Analogue (dial-up, modem)









Mobile broadband









Don't know









Other, please specify: G





BJL0714 G Please Specify:

Text field, <100 char
N OPS Group* OE_Internet Type
BJL0715
Have you ever accessed OPM Retirement Services using a mobile phone or tablet? Yes
Radio button, one-up vertical single Y Skip Logic Group* Mobile Access



No H





BJL0716 H Would you be interested in accessing OPM Retirement Services with a mobile phone or tablet? Yes
Radio button, one-up vertical single Y Skip Logic Group* Mobile Interest



No









Don't know






BJL0717
Please tell us additional comments you would like to provide.

Text area, no char limit
N
OE_Additional Info

Sheet 14: CQs 12.5.13
Model Instance Name:

red & strike-through: DELETE






OPM Retirement Services

underlined & italicized: RE-ORDER






MID: oV1c4VN9RAEkgIB9xAFY5w4C

pink: ADDITION






Date: 12.5.13 blue + -->: REWORDING

















OPM Retirement Services CUSTOM QUESTION LIST
QID Skip Logic Label Question Text Answer Choices
(limited to 50 characters)		 Skip to Type (select from list) Single or Multi Required
Y/N		 Special Instructions CQ Label
BJL0707
How often do you visit this site? This is my first visit
Radio button, one-up vertical single Y
Visit Frequency



Weekly









Monthly









Every few months or less often









Annually






BJL0708
Which role best describes your visit to the site today? Retiree
Radio button, one-up vertical single Y
Role



Survivor annuitant









Ex-spouse of a retiree






BJL0709
What is your primary reason for visiting the site today? View annuity statement
Radio button, one-up vertical single Y Skip Logic Group* Primary Reason



View case status while in interim pay









Start/stop allotments (personal or organizational)









Change Federal/State Income Tax withholding options









View/Print/Request duplicate Form 1099-R









Sign up or make changes to Direct Deposit









Change mailing address









Change email address









Change password









Other, please specify: B





BJL0710 B Please specify your other primary reason for visiting the site today:

Text area, no char limit
N Skip Logic Group* OE_Primary Reason
BJL0711
Were you able to accomplish the primary reason for your visit today? Yes
Radio button, one-up vertical single Y Skip Logic Group* Accomplish



No F








I wasn't looking for anything in particular / I'm just browsing 






BJL0712 F Please tell us more about what you had trouble doing or finding today.

Text area, no char limit
N Skip Logic Group* OE_Not Accomplish
BJL0713
What type of internet connection do you have? Broadband / high speed (cable, satellite, DSL)
Radio button, one-up vertical single Y OPS Group* Internet Type



Analogue (dial-up, modem)









Mobile broadband









Don't know









Other, please specify: G





BJL0714 G Please Specify:

Text field, <100 char
N OPS Group* OE_Internet Type
BJL0715
Have you ever accessed OPM Retirement Services using a mobile phone or tablet? Yes
Radio button, one-up vertical single Y Skip Logic Group* Mobile Access



No H





BJL0716 H Would you be interested in accessing OPM Retirement Services with a mobile phone or tablet? Yes
Radio button, one-up vertical single Y Skip Logic Group* Mobile Interest



No









Don't know






BJL0717
Please tell us additional comments you would like to provide.

Text area, no char limit
N
OE_Additional Info

Sheet 15: CQs 12.5.13 edit
Model Instance Name:

red & strike-through: DELETE






OPM Retirement Services

underlined & italicized: RE-ORDER






MID: oV1c4VN9RAEkgIB9xAFY5w4C

pink: ADDITION






Date: Bonnie Richards: Added one answer choice to question, and a minor format edit 12.5.13 blue + -->: REWORDING

















OPM Retirement Services CUSTOM QUESTION LIST
QID Skip Logic Label Question Text Answer Choices
(limited to 50 characters)		 Skip to Type (select from list) Single or Multi Required
Y/N		 Special Instructions CQ Label
BJL0707
How often do you visit this site? This is my first visit
Radio button, one-up vertical single Y
Visit Frequency



Weekly









Monthly









Every few months or less often









Annually






BJL0708
Which role best describes your visit to the site today? Retiree
Radio button, one-up vertical single Y
Role



Survivor annuitant









Ex-spouse of a retiree






BJL0709
What is your primary reason for visiting the site today? View annuity statement
Radio button, one-up vertical single Y Skip Logic Group* Primary Reason



View case status while in interim pay









Start/stop allotments (personal or organizational)









Change Federal/State Income Tax withholding options









View/Print/Request duplicate Form 1099-R









Sign up or make changes to Direct Deposit









Change mailing address









Change email address









Change password









Other, please specify: B





BJL0710 B Please specify your other primary reason for visiting the site today:

Text area, no char limit
N Skip Logic Group* OE_Primary Reason
BJL0711
Were you able to accomplish the primary reason for your visit today? Yes
Radio button, one-up vertical single Y Skip Logic Group* Accomplish



No F








I wasn't looking for anything in particular / I'm just browsing 






BJL0712 F Please tell us more about what you had trouble doing or finding today.

Text area, no char limit
N Skip Logic Group* OE_Not Accomplish
BJL0713
What type of internet connection do you have? Broadband / high speed (cable, satellite, DSL)
Radio button, one-up vertical single Y OPS Group* Internet Type



Analogue (dial-up, modem)









Mobile broadband









Don't know









Other, please specify: G





BJL0714 G Please Specify:

Text field, <100 char
N OPS Group* OE_Internet Type
BJL0715
Have you ever accessed OPM Retirement Services using a mobile phone or tablet? Yes
Radio button, one-up vertical single Y Skip Logic Group* Mobile Access



No H





BJL0716 H Would you be interested in accessing OPM Retirement Services with a mobile phone or tablet? Yes
Radio button, one-up vertical single Y Skip Logic Group* Mobile Interest



No









Don't know






BJL0717
Please tell us additional comments you would like to provide.

Text area, no char limit
N
OE_Additional Info

Sheet 16: CQs - 1st Dataload
Model Instance Name:

red & strike-through: DELETE






OPM Retirement Services

underlined & italicized: RE-ORDER






MID: oV1c4VN9RAEkgIB9xAFY5w4C

pink: ADDITION






Date: 5.14.13 blue + -->: REWORDING

















OPM Retirement Services CUSTOM QUESTION LIST
QID Skip Logic Label Question Text Answer Choices
(limited to 50 characters)		 Skip to Type (select from list) Single or Multi Required
Y/N		 Special Instructions CQ Label
BJL0707
How often do you visit this site? This is my first visit
Radio button, one-up vertical single Y
Visit Frequency



Weekly









Monthly









Every few months or less often









Annually






BJL0708
Which role best describes your visit to the site today? Retiree
Radio button, one-up vertical single Y
Role



Survivor Annuitant






BJL0709
What is your primary reason for visiting the site today? View annuity statement
Radio button, one-up vertical single Y Skip Logic Group* Primary Reason



View case status while in interim pay









Start/stop allotments (personal or organizational)









Change Federal/State Income Tax withholding options









View/Print/Request duplicate Form 1099-R









Sign up or make changes to Direct Deposit









Change mailing address









Change email address









Change password









Other, please specify: B





BJL0710 B Please specify your other primary reason for visiting the site today:

Text area, no char limit
N Skip Logic Group* OE_Primary Reason
BJL0711
Were you able to accomplish the primary reason for your visit today? Yes
Radio button, one-up vertical single Y Skip Logic Group* Accomplish



No F








I wasn't looking for anything in particular / I'm just browsing 






BJL0712 F Please tell us more about what you had trouble doing or finding today.

Text area, no char limit
N Skip Logic Group* OE_Not Accomplish
BJL0713
What type of internet connection do you have? Broadband / high speed (cable, satellite, DSL)
Radio button, one-up vertical single Y OPS Group* Internet Type



Analogue (dial-up, modem)









Mobile broadband









Don't know









Other, please specify: G





BJL0714 G Please Specify:

Text field, <100 char
N OPS Group* OE_Internet Type
BJL0715
Have you ever accessed OPM Retirement Services using a mobile phone or tablet? Yes
Radio button, one-up vertical single Y Skip Logic Group* Mobile Access



No H





BJL0716 H Would you be interested in accessing OPM Retirement Services with a mobile phone or tablet? Yes
Radio button, one-up vertical single Y Skip Logic Group* Mobile Interest



No









Don't know






BJL0717
Please tell us additional comments you would like to provide.

Text area, no char limit
N
OE_Additional Info
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