Updated USPTO Website Surveys

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Overview

Guide to Questionaire
Proposed Model Changes
Current CQ

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Sheet 1: Guide to Questionaire

C

Guide to questionnaire (Excel doc):

(Tab 1 – Guide to Questionnaire)

(Tab 4 – Notes/History)

Tab 2 – Model Questions

·         Located in column B are the Elements, or aspects of your website that drive/influence visitor satisfaction

·         In Column D are the ACSI-based Satisfaction questions

·         In Column F are Future Behavior questions – the activities we want visitors to do more of in the future

·         Unlike the Custom Questions on Tab 3, Model Questions will stay consistent on your questionnaire over the next year

Tab 3 – Custom Questions

·         These are the questions that allow us to segment the Model Questions, visitors groups, etc. Please let me know if there are other areas within the site you would like to ask about.

·         I also included a question on “Social Value” which allows us to understand the role that social media plays in driving traffic on your site. If you find a response choice for this question that does not apply to your site, please advise and I can remove it. I am excited to see the responses to this question!

·         Column Guide:

o   Column A – please ignore

o   B – Skip Logic Label dictates which previous response option that question is associated with. You will also see groups of colored cells; these groups are skip logic groups.

o   C – Question text is the exact question text the respondent will see

o   E – Answer Choices are the exact response options the respondent will see

o   F – The Skip To letter will guide you to the appropriate follow-up question in the proceeding row(s) – some responses will have multiple Skip To questions and others will simply have “Other (Please specify)”

o   G – Type will explain how the respondent will answer the questions (e.g. a drop down menu or by entering text into a form field)

o   H – Single or Multi indicates if the respondent can provide one, or more than one response

o   I – Required Y/N indicates if a response is optional

o   J – Special Instructions will allow you to know if that question is independent or dependent on another question(s)

o   K – CQ Label is the label we will apply to that question in our Client Portal for analysis purposes (we will perform a tutorial together)

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Sheet 2: Proposed Model Changes

Model Name		USPTO Browse v3					Red & Strike-Through: Delete
Model ID		AJJNQwR8ooUA1A8BEQBVpg4C					Underlined & Italicized: Re-order
Partitioned		SELECT ONE: Yes-2MQ					Pink: Addition
Date		3.1.15					Blue: Reword
Standard Web Model - Content Site providing Information
```	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)
1	Look and Feel - Appeal	Please rate the visual appeal of this site.	16	Satisfaction - Overall	What is your overall satisfaction with this site? (1=Very Dissatisfied, 10=Very Satisfied)	19	Return	How likely are you to return to uspto.gov?
2	Look and Feel - Balance	Please rate the balance of graphics and text on this site.	17	Satisfaction - Expectations	How well does this site meet your expectations? (1=Falls Short, 10=Exceeds)			Recommend (1=Very Unlikely, 10=Very Likely)
3	Look and Feel - Readability	Please rate the readability of the pages on this site.	18	Satisfaction - Ideal	How does this site compare to your idea of an ideal website? (1=Not Very Close, 10=Very Close)	20	Recommend	How likely are you to recommend uspto.gov to someone else?
		Site Performance (1=Poor, 10=Excellent, Don't Know)
4	Site Performance - Loading	Please rate how quickly pages load on this site.						Primary Resource (1=Very Unlikely, 10=Very Likely)
5	Site Performance - Consistency	Please rate the consistency of speed from page to page on this site.				21	Primary Resource	How likely are you to use uspto.gov as your primary resource for patent and trademark information and services?
6	Site Performance - Completeness	Please rate how completely the page content loads on this site.						Use Web Channel Over Others (1=Very Unlikely, 10=Very Likely)
		Navigation (1=Poor, 10=Excellent, Don't Know)				22	Use Web Channel Over Others	How likely are you to use uspto.gov rather than seeking information from other USPTO channels (e.g., call center, email)?
7	Navigation - Organized	Please rate how well this site is organized.						Call (1=Very Unlikely, 10=Very Likely)
8	Navigation - Options	Please rate the options available for navigating this site.				23	Call	How likely are you to call USPTO regarding the information you looked for online today?
9	Navigation - Layout	Please rate how well the site layout helps you find what you need.
		Information Browsing (1=Poor, 10=Excellent, Don't Know)
10	Information Browsing - Sort	Please rate the ability to sort information by criteria that are important to you on this site.
11	Information Browsing - Narrow	Please rate the ability to narrow choices to find the information you are looking for on this site.
12	Information Browsing - Features	Please rate how well the features on the site help you find the information you need.
		Site Information (1=Poor, 10=Excellent, Don't Know)
13	Site Information - Thoroughness	Please rate the thoroughness of information provided on this site.
14	Site Information - Understandable	Please rate how understandable this site’s information is.
15	Site Information - Answers	Please rate how well the site’s information provides answers to your questions.

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Sheet 3: Current CQ

Model Instance Name:			red & strike-through: DELETE
USPTO Browse v3			underlined & italicized: RE-ORDER
MID: AJJNQwR8ooUA1A8BEQBVpg4C			pink: ADDITION
Date: 3.1.16			blue + -->: REWORDING
USPTO Browse v3 CUSTOM QUESTION LIST
QID	Skip Logic Label	Question Text	Answer Choices (limited to 50 characters)	Skip to	Type (select from list)	Required Y/N	Special Instructions	CQ Label
BAN6596Q001		Did you do any of the following today prior to your visit? (Select all that apply)	Visited uspto.gov on my mobile phone or tablet		Checkbox, one-up vertical	Y		Prior Action
			Contacted a USPTO call center
			None of the above				Mutually Exclusive
NMS5187Q001		Which of the following best describes you?	Paralegal		Radio button, one-up vertical	Y	Skip Logic Group	Visitor Role
			Attorney
			Agent
			Inventor
			Entrepreneur/Business Professional
			Research Professional
			Librarian/Information Professional				Randomize
			Journalist
			Teacher/Educator
			Student
			Vendor
			Job Seeker
			Marketing Professional
			Non-Profit Professional
			Engineer
			Other	A			Anchor Answer Choice
NMS5187Q002	A	Please describe your role.			Text area, no char limit	N	Skip Logic Group	Role Other
		Which of the following best describes your organization?	Law firm		Radio button, one-up vertical	Y	Skip Logic Group	Type of Organization
			Small Business
			Corporation
			Non-profit
			Government
			College/University
			K-12 School				Randomize
			General public
			International
			Other	A			Anchor Answer Choice
NMS5187Q004	A	Please describe your organization.			Text area, no char limit	N	Skip Logic Group	Organization Other
NEW		Please rate your level of agreement with the following statements. Select 1 for strongly disagree and 10 for strongly agree.	This ineraction increased my confidence in the USPTO.	1	Radio button, one-up vertical	Y
			My need was addressed.	2
			It was easy to complete what I needed to do.	3
			The information provided was clear.	4
			It took a reasonable amount of time to do what I needed to do.	5
				6
				7
				8
				9
				10
TAR0186525		Are you planning to use your intellectual property to do business internationally?	Yes		Radio button, one-up vertical	Y		Do business internationally
			No
			Don't know/maybe
TAR0186526		Are you located in the United States or within one of its territories?	Yes		Radio button, one-up vertical	Y	Skip Logic Group	Located in US
			No	A
TAR0186527	A	In which country are you located?			Text area, <100 char	N	Skip Logic Group	Which country
		How often do you visit this site?	First time		Radio button, one up	Y		Visit Frequency
			Daily
			Weekly
			Monthly
			Once every few months
			Once every 6 months or less
		What category best describes your primary reason for visiting the site today?	Patents	A	Radio button, one up vertical	Y	Skip Logic Group	Primary Reason
			Trademarks	A
			IP Law & Policy information				Randomize
			USPTO Careers
			News & Events
			Other	B			Anchor Answer Choice
	B	Please specify your reason for visiting today.			Text field, <100 char	N	Skip Logic Group	Reason Other
	A	Where are you with the patent or trademark application process?	I have submitted an application	1	Radio button, one up vertical	Y	Skip Logic Group	Application process
			I need clarification about the process before submitting an application	2
			Still deciding if I need or want to file an application	3
			I do not need to file an application	3
			I need to maintain an existing patent or trademark	4
			Other	D
	D	Please specify where you are with the patent or trademark application process.			Text field, <100 char	N	Skip Logic Group	Application process
	1	What is your primary reason for visiting the site today? To…	Check application status		Radio button, one up vertical	Y	Skip Logic Group	Submitted_Reason
			Search for existing patents or trademarks
			Pay fees
			Obtain information about a pre-examination notice
			Other	1.1
	1.1	Please specify your reason for visiting today.			Text field, <100 char	N	Skip Logic Group	Submitted_Reason
	2	What is your primary reason for visiting the site today?	General questions about filing an application (e.g., process, fees)		Radio button, one up vertical	Y	Skip Logic Group	Clarification_Reason
			Examination policy and procedure
			Term adjustments
			General information about patents/trademarks
			International inquires
			Other	2.1
	2.1	Please specify your reason for visiting today.			Text field, <100 char	N	Skip Logic Group	Clarification_Reason
	3	What was your primary reason for visiting the site today?			Text field, <100 char	N	Skip Logic Group	General Reason
	4	What is your primary reason for visiting the site today? To…	Obtain general information about keeping a patent or trademark active		Radio button, one up vertical	Y	Skip Logic Group	Maintaining_Reason
			Learn about patent or trademark litigation
			Transfer ownership
			Download forms
			Pay fees
			Other	4.1
	4.1	Please specify your reason for visiting today.			Text field, <100 char	N	Skip Logic Group	Maintaining_Reason
BAN6596Q018		Did you accomplish what you wanted to do today on this site?	Yes		Radio button, one-up vertical	Y	Skip Logic Group	Accomplish
			No	QQ, G4
	QQ	Please tell us why you were unable to accomplish your task today. (Select all that apply)	Terminology is difficult to understand		Checkbox, one-up vertical	Y	Skip Logic Group	Task Difficulty
			Did not know where to look for information
			Technical difficulties
			Did not understand the process necessary to complete my task				Randomize
			Website content was not written clearly
			In progress
			Other	UU			Anchor Answer Choice
	UU	Please tell us why you were unable to accomplish your task today.			Text area, no char limit	N	Skip Logic Group	OE:Task Difficulty
NMS5187Q020	G4	Do you intend to contact the USPTO call center to get information that you couldn't find on the USPTO website?	Yes		Radio button, one-up vertical	N	Skip Logic Group	USPTO Support Centers
			No	G6
			Undecided
NMS5187Q021	G6	Why don't you intend to contact the USPTO call center?			Text area, no char limit	N	Skip Logic Group	OE_USPTO Support Centers
TAR0186544		Did you interact (e.g., visit in-person or call) with a USPTO Regional Office?	Yes	A,B,C,D	Radio button, one-up vertical	Y	Skip Logic Group	Interact with RO
			No
TAR0186545	A	Which of the following describes your reason for interacting with a Regional Office?	Patents		Radio button, one-up vertical	Y	Skip Logic Group	Reason for interacting with RO
			Trademarks
			Both patents and trademarks
			Don't know
TAR0186546	B	Which Regional Office did you interact with? (Please select all that apply.)	Midwest Regional Office (Detroit, MI)		Checkbox, one-up vertical	Y	Skip Logic Group	Which RO contacted
			Texas Regional Office (Dallas, TX)
			Rocky Mountain Regional Office (Denver, CO)
			Silicon Valley (Silicon Valley, CA)
			Don’t recall
TAR0186528	C	Did your interaction with the Regional Office provide you with the information you needed?	Yes		Radio button, one-up vertical	Y	Skip Logic Group	RO provided info
			Partially
			No
			Don't know
TAR0186529	D	How would you describe your interaction with the Regional Office?			Text area, no char limit	N	Skip Logic Group	OE_Describe interaction with RO
TAR0186530		In addition to visiting USPTO.gov, have you visited any webpages for a USPTO Regional Office?	Yes	A,B,C	Radio button, one-up vertical	Y	Skip Logic Group	Visited RO page
			No
			Don't know
TAR0186547	A	Which Regional Office page(s) did you visit? (Please select all that apply.)	Midwest Regional Office (Detroit, MI)		Check box, one-up vertical	N	Skip Logic Group	Which RO page visited
			Texas Regional Office (Dallas, TX)
			Rocky Mountain Regional Office (Denver, CO)
			Silicon Valley (Silicon Valley, CA)
			Don’t recall
TAR0186531	B	Did you find the information you were looking for on the Regional Office page?	Yes		Radio button, one-up vertical	Y	Skip Logic Group	Find RO info
			No
			Was not looking for anything in particular
TAR0186548	C	What else would you like to see on the Regional Office pages?			Text area, no char limit	N	Skip Logic Group	OE_What else RO Page
NMS5187Q025	S	Please tell us about your experience with the site-wide search box feature today. (Select all that apply)	I did not use the site-wide search box		Checkbox, one-up vertical	N	Mutually Exclusive AND Anchor	Search Box Experience
			Search results were helpful	z			Mutually Exclusive AND Anchor
			Results were not relevant/not what I wanted	z
			Too many results/I needed to refine my search	z			Skip Logic Group
			Not enough results	z
			Returned NO results	z			Randomize
			Received error message(s)	z
			Search speed was too slow	z
			I experienced a different search issue (please explain):	I,z			Anchor Answer Choice
NMS5187Q026	I	Please specify your other search box issue.			Text area, no char limit	N	Skip Logic Group	Other Search Issue
NMS5187Q027	Z	Did you try using the site's navigational links before using the search feature today?	Yes, I navigated first		Radio button, one-up vertical	N	Skip Logic Group	Navigate First?
			No, I went straight to the search feature
			Don't recall
NMS5187Q028		How would you describe your navigation experience on this site today? (Select all that apply)	I had no difficulty navigating/browsing on www.uspto.gov		Checkbox, one-up vertical	N	Mutually Exclusive AND Anchor	Site Navigation
			Links often did not take me where I expected				Skip Logic Group
			Had difficulty finding relevant information
			Links/labels are difficult to understand
			Too many links/navigational options to choose from				randomize
			Had technical difficulties (error messages, broken links, etc.)
			Could not navigate back to previous information
			I had a navigation difficulty not listed above:	M			Anchor Answer Choice
NMS5187Q029	M	Please specify your other navigation difficulty.			Text area, no char limit	N	Other navigation diff	Other Navigation
NMS5187Q032		Please share any additional details that describe how your experience on the USPTO site today could have been improved.			Text area, no char limit	N		Improvements