32013 FTC.gov Cons 32013 FTC.gov Consumer Desktop_updated by Michelle Decem
E-Government Website Customer Satisfaction Surveys
32013 FTC.gov Consumer Desktop_updated by Michelle December 14 2021_DOT.xlsx
OMB: 1090-0008
⚠️ Notice: This form may be outdated. More recent filings and information on OMB 1090-0008 can be found here:
Document [xlsx]
Download: xlsx | pdf
W & TY (12-14-2021)
W & TY (12-13-2021)
W & TY (11-09-2021)
W & TY 11-3-21
Model Questions
Custom Questions
CQ (7-2-2020)
CQs (30-Apr-2020)
Attributes
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Overview
Welcome and Thank You TextW & TY (12-14-2021)
W & TY (12-13-2021)
W & TY (11-09-2021)
W & TY 11-3-21
Model Questions
Custom Questions
CQ (7-2-2020)
CQs (30-Apr-2020)
Attributes
Sheet 1: Welcome and Thank You Text
Sheet 2: W & TY (12-14-2021)
Sheet 3: W & TY (12-13-2021)
Sheet 4: W & TY (11-09-2021)
Sheet 5: W & TY 11-3-21
| 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 | ||||
Sheet 6: Model Questions
| Model Name | FTC.gov Consumer Desktop Informational | |||||||
| Model ID | JscEk88FBQt50F1xYpskgQ4C | 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 (NPS) (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. |
Sheet 7: Custom Questions
| Model Name | FTC.gov Consumer Desktop Informational | |||||||||
| Model ID | JscEk88FBQt50F1xYpskgQ4C | 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 |
| SBD8849Q001 | 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 | ||||||||||
| SBD8849Q002 | 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 | |||||||||
| SBD8849Q003 | 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 or download free printed resources | ||||||||||
| Sign up for email updates | ||||||||||
| Get tips about a specific topic | ||||||||||
| Other (please specify) | A | |||||||||
| SBD8849Q004 | A | Please specify your other reason for visiting consumer.FTC.gov today. | N | Text area, no char limit | Skip Logic Group* | OE_Primary Reason | ||||
| SBD8849Q005 | Who were you looking for information for today? | Myself | Y | Radio button, one-up vertical | Audience | |||||
| A friend | ||||||||||
| A family member | ||||||||||
| Other | ||||||||||
| SBD8849Q006 | 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 | |||||||||
| SBD8849Q007 | A | Please specify your other role in visiting consumer.FTC.gov today. | N | Text area, no char limit | Skip Logic Group* | OE_Primary Role | ||||
| SBD8849Q008 | 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 | |||||||||
| SBD8849Q009 | 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 | ||||
| SBD8849Q010 | 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 | |||||||||
| SBD8849Q011 | 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 | |||||||||
| SBD8849Q012 | A | Please specify your other navigation difficulty. | N | Text area, no char limit | Skip Logic Group* | OE_Nav Experience | ||||
| SBD8849Q013 | Did you find the search feature helpful? | Yes | Y | Drop down, select one | Skip Logic Group* | Search experience | ||||
| No | A | |||||||||
| I did not use the search feature | ||||||||||
| SBD8849Q014 | A | Please describe why you did not find the search feature helpful. | N | Text area, no char limit | Skip Logic Group* | OE_Search experience | ||||
| SBD8849Q015 | 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 | ||||||||||
| SBD8849Q016 | If you could make one improvement to Consumer.FTC.gov, what would it be? | N | Text area, no char limit | One Improvement |
Sheet 8: CQ (7-2-2020)
| Model Name | FTC.gov Consumer Desktop Informational | |||||||||
| Model ID | JscEk88FBQt50F1xYpskgQ4C | 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 |
| SBD8849Q001 | 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 | ||||||||||
| SBD8849Q002 | 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 | |||||||||
| SBD8849Q003 | 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 or download free printed resources | ||||||||||
| Sign up for email updates | ||||||||||
| Get tips about a specific topic | ||||||||||
| Other (please specify) | A | |||||||||
| SBD8849Q004 | A | Please specify your other reason for visiting consumer.FTC.gov today. | N | Text area, no char limit | Skip Logic Group* | OE_Primary Reason | ||||
| SBD8849Q005 | Who were you looking for information for today? | Myself | Y | Radio button, one-up vertical | Audience | |||||
| A friend | ||||||||||
| A family member | ||||||||||
| Other | ||||||||||
| SBD8849Q006 | 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 | |||||||||
| SBD8849Q007 | A | Please specify your other role in visiting consumer.FTC.gov today. | N | Text area, no char limit | Skip Logic Group* | OE_Primary Role | ||||
| SBD8849Q008 | 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 | |||||||||
| SBD8849Q009 | 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 | ||||
| SBD8849Q010 | 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 | |||||||||
| SBD8849Q011 | 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 | |||||||||
| SBD8849Q012 | A | Please specify your other navigation difficulty. | N | Text area, no char limit | Skip Logic Group* | OE_Nav Experience | ||||
| SBD8849Q013 | Did you find the search feature helpful? | Yes | Y | Drop down, select one | Skip Logic Group* | Search experience | ||||
| No | A | |||||||||
| I did not use the search feature | ||||||||||
| SBD8849Q014 | A | Please describe why you did not find the search feature helpful. | N | Text area, no char limit | Skip Logic Group* | OE_Search experience | ||||
| SBD8849Q015 | 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 | ||||||||||
| SBD8849Q016 | If you could make one improvement to Consumer.FTC.gov, what would it be? | N | Text area, no char limit | One Improvement |
Sheet 9: CQs (30-Apr-2020)
| Model Name | FTC.gov Consumer Desktop Informational | |||||||||
| Model ID | JscEk88FBQt50F1xYpskgQ4C | 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 |
| SBD8849Q001 | 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 | ||||||||||
| SBD8849Q002 | 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 | |||||||||
| SBD8849Q003 | 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 or download free printed resources | ||||||||||
| Sign up for email updates | ||||||||||
| Get tips about a specific topic | ||||||||||
| Other (please specify) | A | |||||||||
| SBD8849Q004 | A | Please specify your other reason for visiting consumer.FTC.gov today. | N | Text area, no char limit | Skip Logic Group* | OE_Primary Reason | ||||
| SBD8849Q005 | Who were you looking for information for today? | Myself | Y | Radio button, one-up vertical | Audience | |||||
| A friend | ||||||||||
| A family member | ||||||||||
| Other | ||||||||||
| SBD8849Q006 | 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 | |||||||||
| SBD8849Q007 | A | Please specify your other role in visiting consumer.FTC.gov today. | N | Text area, no char limit | Skip Logic Group* | OE_Primary Role | ||||
| SBD8849Q008 | 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 | |||||||||
| SBD8849Q009 | 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 | ||||
| SBD8849Q010 | 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 | |||||||||
| SBD8849Q011 | 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 | |||||||||
| SBD8849Q012 | A | Please specify your other navigation difficulty. | N | Text area, no char limit | Skip Logic Group* | OE_Nav Experience | ||||
| SBD8849Q013 | 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 | ||||||||||
| SBD8849Q014 | A | Please describe why you did not find the search feature helpful. | N | Text area, no char limit | Skip Logic Group* | OE_Search experience | ||||
| SBD8849Q015 | 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 | ||||||||||
| SBD8849Q016 | If you could make one improvement to Consumer.FTC.gov, what would it be? | N | Text area, no char limit | One Improvement |
Sheet 10: 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 |
| File Type | application/vnd.openxmlformats-officedocument.spreadsheetml.sheet |
| File Modified | 0000-00-00 |
| File Created | 0000-00-00 |
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