NCC Web Chat Survey

Form that is changing:

USA.gov Contact Center Web Chat Customer Satisfaction Survey

3090-0278

Basis for the change:

1. Remove questions for which analysis has deemed the responses predictable based on responses to other questions.

2. Fine tune questions in order to improve quality of responses

Description of changes:

1. STRIKING TWO QUESTIONS BECAUSE RESPONSES ARE PREDICTABLE BASED ON RESPONSES TO OTHER QUESTIONS:

Q4 How likely are you to use the USA.GOV online chat service again? Please use a scale from 0 to 10 where 0 is not at all likely and 10 is extremely likely.

(Please select one response)

10 Extremely likely

9

8

7

6

5

4

3

2

1

0 Not at all likely

(SCREEN BREAK)

Q5 How likely is it that you would recommend the USA.GOV online chat service to a friend or colleague? Please use a scale from 0 to 10 where 0 is not at all likely and 10 is extremely likely.

(Please select one response)

10 Extremely likely

9

8

7

6

5

4

3

2

1

0. Not at all likely

ANALYTIC NOTE: CLIENT USES Q1, Q3, Q4, AND Q5 FOR THEIR INDEX SCORE

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2. CHANGE TEXT IN QUESTION TO SPECIFY FOCUS ON AGENT

CURRENT VERSION:

Q2 Why did you provide a rating of (INSERT RATING FROM Q1) for the overall quality of service you received?

PROPOSED NEW VERSION with new text highlighted, bolded, and underlined.

Q10_1 Why did you provide a rating of (INSERT RATING FROM Q10A) for the overall quality of service you received from the Information Specialist?

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3. PROPOSED CHANGE TO WORDING TO BETTER REFLECT ROLE OF AGENT with new text highlighted, bolded, and underlined:

Q10 And thinking again about that same Information Specialist who handled your online chat session, on a scale of 1 to 10, where 1 is poor and 10 is excellent, how would you rate that Information Specialist on …

(Please select a single response for each row)

10 Excellent

9

8

7

6

5

4

3

2

1 Poor

a Overall quality of service

b Understanding your question or concern

c Having the desire to resolve assist you with your question or concern

d Being knowledgeable about what to do

e Removed

f Being courteous

g Removed

h The timeliness of the chat response

PREVIEW OF NEW UPDATED SURVEY

Having the desire to assist you with your question or problem

from the Information Specialist?

5