A11-23-3 Medallia - Online Account Survey.xlsx

Improving Customer Experience (OMB Circular A-11, Section 280 Implementation)

A11-23-3 Medallia - Online Account Survey.xlsx

OMB: 1545-2290

Document [xlsx]
Download: xlsx | pdf

Overview

Always On
General Intercept
Post Transaction
Metadata Fields
Survey Targeting


Sheet 1: Always On

Survey Type Always On




















Property
UAT:



















Targeting Logic ex: URL, page path, parameter











































Page / Q. # Include / Exclude Survey Text Required? Answer Type Answer Choices Condition Experience Cloud Field Notes




































































































































































































































































































































































































































































































































































































































































































































































































































































































































































Sheet 2: General Intercept

Survey Type Always On




















Property
UAT:



















Targeting Logic ex: URL, page path, parameter











































Page / Q. # Include / Exclude Survey Text Required? Answer Type Answer Choices Condition Experience Cloud Field Notes


































1 Include Please rate your agreement with the following statements about using your online account: This interaction increased my trust in the IRS. Y Scale 1-5 1= Strongly Disagree

Trust


















Disagree





















Neutral





















Agree





















5 = Strongly Agree
















2 Include I am satisfied with the service I received from the online tax account tool. Y Scale 1-5 1= Strongly Disagree

Satisfaction


















Disagree





















Neutral





















Agree





















5 = Strongly Agree
















3 Include The online tax account tool met my needs. Y Scale 1-5 1= Strongly Disagree

Service Effectiveness


















Disagree





















Neutral





















Agree





















5 = Strongly Agree
















4 Include It was easy to find what I needed. Y Scale 1-5 1= Strongly Disagree

Process Ease


















Disagree





















Neutral





















Agree





















5 = Strongly Agree
















5 Include It took a reasonable amount of time to do what I needed to do. Y Scale 1-5 1= Strongly Disagree

Process Efficiency


















Disagree





















Neutral





















Agree





















5 = Strongly Agree
















6 Include How long have you had an online account with the IRS? N Radio Buttons First time user





















Less than 6 months





















More than 6 months, but less than a year





















More than a year
















6.1 Include How easy or difficult was the sign-up process for an online tax account? N Scale 1-5 1 = Very Difficult If First time user selected for 6




















2





















3





















4





















5 = Very Easy
















7 Include What was the purpose of your visit today? (Select all that apply.) Y Checkboxes View my balance





















Make an online payment





















View my payment history or activity





















View my filing history or tax records





















Set up a payment plan





















View or modify details of an existing payment plan





















View notices or letters





















View Economic Impact Payment (stimulus) information





















View advance Child Tax Credit payment information





















View or update personal contact information





















Other (please specify)
















7.1 Include Please rate your level of agreement with the following statement. The details of my balance were clear and easy to understand. (Please select "Don't Know" if your balance was not shown.) N Scale 1-5 Strongly Disagree If View my balance selected for 7




















Disagree





















Neutral





















Agree





















Strongly Agree





















Don't Know
















7.2 Include Please specify your other reason for visit. N Text
If Other (please specify) selescted for 7
Free Response













7.3 Include What did you want to accomplish by viewing your notice or letter today? N Text
If View notices or letters selected for 7
Free Response













8 Include If you could change or improve one thing about the online tax account tool, what would it be? N Text


Free Response













9 Include What did you like best about your experience today? N Text


Free Response














Sheet 3: Post Transaction










Survey Type Intercept






Property







Targeting Logic ex: URL, page path, parameter















Page / Q. # Include / Exclude Survey Text Required? Answer Type Answer Choices Condition Experience Cloud Field Notes















































































































































































































































































Sheet 4: Metadata Fields

See updated BPP spec here: https://docs.google.com/spreadsheets/d/1SumhmxFhmuGajNAclpmQqNfQoUDaFUWs5d-PqgWIVDI/edit#gid=0



MEDALLIA EXPERIENCE CLOUD
MEC Name MEC Field ID MEC Field Type Included in Filter
App ID (Mobile) e_bp_digital_mobile_app_id_auto Autoindexed Text Yes
App Version (Mobile) e_bp_digital_mobile_app_version_auto Autoindexed Text Yes
Browser Language e_bp_digital_language_auto Autoindexed Text Yes
Browser Name e_bp_digital_browser_name_auto Autoindexed Text Yes
Browser Version e_bp_digital_browser_version_auto Autoindexed Text Yes
City e_bp_digital_city_auto Autoindexed Text Yes
ClickTale Session URL e_bp_digital_clicktale_session_url Hyperlink No
Country e_bp_digital_country_auto Autoindexed Text Yes
Country Code e_bp_digital_country_code_auto Autoindexed Text No
Decibel Insight Session URL e_bp_digital_decibel_insight_session_url Hyperlink No
Device e_bp_digital_device_hardware_type_auto Autoindexed Text Yes
Device ID (Mobile) e_bp_digital_mobile_device_id_auto Autoindexed Text Yes
Device Marketing Name e_bp_digital_device_marketing_name_auto Autoindexed Text Yes
Device Model e_bp_digital_device_model_auto Autoindexed Text Yes
Device Model (Mobile) e_bp_digital_mobile_device_model_auto Autoindexed Text Yes
Device Vendor e_bp_digital_device_vendor_auto Autoindexed Text Yes
Digital ID e_bp_digital_unit Unit Yes
Digital Survey e_bp_digital_itm_survey_alt Alternative Set Yes
Form ID e_bp_digital_form_id_txt Text No
Form Name e_bp_digital_form_name_txt Text No
Glassbox Session URL e_bp_digital_glassbox_session_url Hyperlink No
Historical Data Flag e_bp_historical_data_flag_yn Enumerated No
IP Address e_bp_digital_ip_address_txt Text No
Is Mobile Device e_bp_digital_device_is_mobile_yn Enumerated No
Is Mobile Phone e_bp_digital_device_is_mobile_phone_yn Enumerated No
Is Tablet e_bp_digital_device_is_tablet_yn Enumerated No
Language Locale e_bp_digital_language_locale_txt Text No
Operating System e_bp_digital_device_os_name_auto Autoindexed Text Yes
Origin Type e_bp_digital_origin_type_auto Autoindexed Text No
OS Type (Mobile) e_bp_digital_mobile_os_type_auto Autoindexed Text Yes
OS Version e_bp_digital_device_os_version_auto Autoindexed Text Yes
OS Version (Mobile) e_bp_digital_mobile_os_version_auto Autoindexed Text Yes
Record Type - Digital All e_bp_record_type_digital_all_yn Enumerated No
Record Type - Digital Medallia Digital (MD) e_bp_record_type_digital_md_yn Enumerated No
Region e_bp_digital_region_auto Autoindexed Text Yes
Screen Capture URL e_bp_digital_screencapture_url Hyperlink No
Screen Resolution e_bp_digital_device_screen_resolution_auto Autoindexed Text Yes
SDK Version (Mobile) e_bp_digital_mobile_sdk_version_auto Autoindexed Text Yes
SessionCam Session URL e_bp_digital_sessioncam_session_url Hyperlink No
Tealeaf Session URL e_bp_digital_tealeaf_session_url Hyperlink No
Trigger Type e_bp_digital_trigger_entity_type_auto Autoindexed Text Yes
Unique Record ID e_bp_digital_response_id_txt Text No
URL Query Parameters e_bp_digital_url_query_parameters_txt Text No
Usable Screen Resolution e_bp_digital_device_usable_screen_resolution_auto Autoindexed Text Yes
UUID e_bp_digital_uuid_txt Text No
Responsedate e_responsedate Datetime No
User Replay Session URL e_bp_digital_user_replay_session_url Hyperlink No
Full Story Session URL e_bp_digital_full_story_session_url Hyperlink No
Quantam Metrics Session URL e_bp_digital_quantam_metrics_session_url Hyperlink No
Website URL e_bp_digital_website_url Hyperlink Yes




















Development Cycle k_bp_development_cycle_flag_combined_alt Enumerated:
1 - Development (Default)
2 - QA
3 - UAT
4 - Demo
5 - Teach
6 - Live
No

Sheet 5: Survey Targeting

Status
yyyy-MM-dd










Summary
This targeting specifications list the different targeting options for both the Always On (Button) strategic survey and the Intercept surveys. The spec is pre-populated with the Medallia best practice default values. This tab can be used as a guide for updating targeting rules. This spec is NOT required to be submitted to your professional services team.








Targeting Option Targeting Dsecription Always-On General Intercept Behavioral Intercept Key Questions/Comments
Specific Device Type Choose any combination of desktop, mobile and tablet. Desktop, mobile, and tablet Desktop, mobile, and tablet Desktop, mobile, and tablet Do you want to target specific devices only?
What is website usage by device?
Where is the digital prioritisation? Will all feedback across devices be used?
Include Customers on URLs Specify pages or URL paths on your website to include intercept survey targeting for. None None None Required, to ensure URL paths for surveys are delivered.
Exclude Customers on URLs Specify pages or URL paths on your website to exclude from intercept survey targeting. None None None Are there any URL paths for critical customer requests / needs, which should not be interrupted?
Abandoning Customers Target customers only as they intend to leave page, desktop only. N/A None None How to focus on seemingly points of failures in flow (abandoning page, straight from usage advice)?
Number of Visits Choose a specific customer visit number or minimum / maximum number of visits to trigger the intercept survey for (e.g. target only first visit, or only after sufficient usage). N/A None None Do we want to focus on new or returning customers (average yearly metric of returning visitors required for reference)?
What impacts the returning customer metrics?
Percentage of Visits Target a representing set of the visitors. Choose a percentage of sessions on the website. N/A 5.00% 5.00% What is the desired volume of digital feedback?
What constitutes a significant response sample size?
Time in Session Target customers after a minimum time in the session (multiple pages can be visited). N/A 300 seconds 300 seconds What defines sufficient usage for customers visiting the website (average metric required for reference)?
How to ensure customers are not overly interrupted?
Number of Pages Viewed in Visit Choose a specific number of pages, minimum / maximum number of pages to trigger the intercept survey (e.g. target on the first page visited or only after sufficient usage). N/A None None What defines sufficient usage for customers visiting the website (average metric required for reference)?
Do we want feedback from engaged customers or early interaction feedback?
Time on Page Target customers only after a minimum time on the page. N/A 30 seconds 30 seconds What defines sufficient usage for customers visiting the a specific page?
How to ensure customers are not overly interrupted on a new page?
Don't invite a customer that declined a historical invite Avoid inviting the customer if they declined to provide feedback in the selected timeframe. N/A 21 days 21 days Digital specific quarantine - 30 days recommendation for other touchpoints
Don't invite a customer that provided feedback Avoid inviting the user if they already provided feedback in the selected timeframe. N/A 90 days 90 days Digital specific quarantine - 30 days recommendation for other touchpoints
Option to distinguish between invitation and response provide
Custom Targeting Rules Advanced targeting rules to choose whether or not to intercept the customer. These involve references to information available on your website, using associated custom parameters (customer data).
None None Do we have any advanced specific use cases to address - such as target a customer at the end of a web chat experience with an agent?
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