3090-0297_Instrument_Req-32_2023 FAS Customer Loyalty Survey

2023 Customer Loyalty Survey

On Screens 1, 2, 3, 5, 6, 7a, 7c, 31, and 32, [Program Office] will be replaced by one of the following:

GSA Information Technology Category

GSA Personal Property Management

Multiple Award Schedule (MAS) Human Capital

GSA Global Supply

GSA SmartPay

Multiple Award Schedule (MAS) Professional Services

Data.gov

GSA Fleet

GSA Schedule (excluding IT and Professional Services)

Screen 1

For PRA Review only – Contents of this box will not be displayed to recipients.

Note that this survey depends on embedded data to determine which questions will be displayed to each recipient. Embedded data are commands built into the survey that draw information from the contact list. Survey responses remain confidential.

The embedded data fields that are used in this survey are:

Program Office (GSA office being rated)

Portfolio (Grouping of program offices)

Link at the bottom of the above page goes to a pdf displaying the PRA statement and a GSA Privacy Act Statement. See next page for screenshot.

Screen 1, continued

Screenshot of pdf linked from bottom of first page:

Screen 2a

Display if Program Office=GSA Information Technology Category

If No is selected, skip to Screen 3a

Screen 2b

Display if Program Office=GSA Personal Property Management

If No is selected, skip to Screen 3a

Screen 2c

Display if Program Office= Professional Services Human Capital (PSHC) MAS

If No is selected, skip to Screen 3b

Screen 2d

Display if Program Office=GSA Global Supply

If No is selected, skip to Screen 3a

Screen 2e

Display if Program Office=GSA SmartPay

If No is selected, End Survey

If No is selected, skip to Screen 3b

Screen 2g

Display if Program Office=Data.gov

If No is selected, skip to Screen 3a

Screen 2h

Display if Program Office= GSA Fleet

If No is selected, skip to Screen 3a

Screen 2i

Display if Program Office=GSA Schedule (excluding IT and Professional Services)

If No is selected, skip to Screen 3

Screen 3a

Display if Program office doesn’t equal GSA Personal Property Management and Program office doesn’t equal Challenge.gov

[Program Office Name Inserted Here]

Screen 3b

Display if program office=Challenge.gov

Screen 3c

Display if Program Office= Personal Property Management

If responses above is ‘I used an alternate disposal or acquisition solution’ or ‘Agency guidance is to use a different disposal or acquisition solution,’ following question appears in same page

If response to first question in 3a or 3c is ‘I used an alternate disposal or acquisition solution’ or ‘Agency guidance is to use a different disposal or acquisition solution,’ following question appears in same page

[Program Office Name Inserted Here]

If response to first question on 3a, 3b, or 3c is ‘My experience with… was unsatisfactory,’ the following question displays in the same page

Screen 4a

Display if Program Office= GSA Schedule (excluding ITC and Professional Services)

Screen 4b

Display if portfolio=Information Technology Category

For ITC respondents, the response to the question above becomes the value for ‘Program Office’ for the rest of the survey.

Screen 5

Display to all respondents

[Program Office Name Inserted Here]

Screen 6

Display to all respondents

Screen 7

Display if Program Office= GSA Schedule (excluding ITC and Professional Services)

Screen 8

Display if Program Office= GSA Schedule (excluding ITC and Professional Services)

Screen 9

Display if Program Office=GSA Schedule (excluding ITC and Professional Services)

Screen 10

Display if Program Office= GSA Schedule (excluding ITC and Professional Services)

Screen 11

Display if Program Office= GSA Fleet

Screen 12

Display if Program Office= GSA Fleet

Screen 13

Display if Program Office=Data.gov

Screen 14

Display if Program Office= Multiple Award Schedule (MAS) Professional Services

Screen 15

Display if Program Office= Multiple Award Schedule (MAS) Professional Services

Screen 16

Display if Program Office=GSA SmartPay

Screen 17

Display if Program Office=GSA SmartPay

Screen 18

Display if Program Office=GSA SmartPay

Screen 19

Display if Program Office= GSA Global Supply

Screen 20

Display if Program Office= GSA Global Supply

Screen 21

Display if Program Office=GSA Global Supply

Screen 22

Display if Program Office=GSA Global Supply

Screen 23

Display if Program Office=Multiple Award Schedule (MAS) Human Capital

Screen 24

Display if Program Office= Multiple Award Schedule (MAS) Human Capital

Screen 25

Display if Program Office= GSA Personal Property Management

Question only displayed if Agency does not equal SASP

Screen 26a

Display if Program Office=GSA Personal Property Management and Agency doesn’t equal SASP

Screen 26b

Display if agency=SASP

Screen 27

Display if Program Office= GSA Personal Property Management

Question only displayed if Agency does not equal SASP

Screen 28

Display if Program Office= GSA Personal Property Management and agency=SASP

Screen 29

Display to all respondents.

Program office name inserted here

Screen 30

Display to all respondents unless Program Office=MAS Human Capital or MAS Professional Services

Program office name inserted here

Screen 31

Display if Program Office= MAS Professional Services or MAS Human Capital (vocab changes accordingly)

Screen 32

Display to all respondents

Screen 33

Display to all respondents

Screen 34

Display to all respondents