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pdfMobile App presenta on of the Exchange Customer Experience Survey.
SMI IOS APP
DR
AF
T
SME ANDROID APP
The Exchange Mobile App Survey Ques ons
OMB NO. 0702-0130
OMB approval expires
MONTH XX, 202X
AGENCY DISCLOSURE NOTICE
The public repor ng burden for this collec on of informa on, 0702-0130, is es mated to average 15
minutes per response, including the me for reviewing instruc ons, searching exis ng data sources,
gathering and maintaining the data needed, and comple ng and reviewing the collec on of
informa on. Send comments regarding the burden es mate or burden reduc ons sugges ons to the
Department of Defense, Washington Headquarters Services, at whs.mc-alex.esd.mbx.dd-dodinforma oncollec [email protected]. Respondents should be aware that notwithstanding any other provision of law, no
person shall be subject to any penalty for failing to comply with a collec on of informa on if it does not
display a currently valid OMB control number.
Please think about your last shopping experience on the Exchange
shopping app while answering the questions on the survey. Questions
are optional. To start the survey click start. When complete, please
press submit.
Model Ques ons
Sa sfac on Ques ons
What is your overall sa sfac on with The Exchange mobile app?
o
How well does The Exchange mobile app meet your expecta ons?
o
(1=Very Dissa sfied, 10=Very Sa sfied)
(1=Falls Short, 10=Exceeds)
How does The Exchange mobile app compare to an ideal mobile webapp?
o
(1=Not Very Close, 10=Very Close)
Recommend (NPS) (1=Very Unlikely, 10=Very Likely)
How likely are you to recommend The Exchange mobile app to someone else?
Element Ques ons
App Performance (1=Poor, 10=Excellent, Don't Know)
Please rate the speed that pages and content loaded for you.
Please rate the consistency of complete loading of pages and content.
Please rate the responsiveness of the pages to your ac ons.
Look and Feel (1=Poor, 10=Excellent, Don't Know)
Please rate the visual appeal of the pages that you visited.
Please rate the spacing between items on the pages that you visited.
Please rate the legibility of the pages that you visited.
Product Finding (1=Poor, 10=Excellent, Don't Know)
Please rate the ease of finding what you were looking for.
Please rate the product categories on mee ng your expecta ons of where to find items.
Please rate the filters on showing just the items you were interested in.
Merchandise (1=Poor, 10=Excellent, Don't Know)
Please rate the extent to which the selec on of products meets your needs.
Please rate the variety of products for you to consider.
CHOOSE ONE OF MQ16: Style OR Preferences
Please rate the fit to your taste and style of the products you viewed.
Please rate the fit to your preferences of the products you viewed.
Product Descrip ons (1=Poor, 10=Excellent, Don't Know)
Please rate the presenta on of essen al product informa on.
Please rate the clarity of the product descrip ons.
CHOOSE ONE OF MQ19: Images OR Readability (if no images)
Please rate the product images on displaying the views that you needed.
Please rate the readability of the product descrip ons.
Price (1=Poor, 10=Excellent, Don't Know)
Please rate the prices of the products, given the quality you expect from this retailer.
Please rate the compe
veness of the product prices.
Future Behaviors
Use Again (1=Very Unlikely 10=Very Likely)
How likely are you to use The Exchange mobile app again?
Purchase from App (1=Very Unlikely, 10=Very Likely)
How likely are you to make a purchase from The Exchange mobile app in the future?
Purchase In Store (1=Very Unlikely, 10=Very Likely)
How likely are you to make a purchase from The Exchange store in the future?
Purchase Next Time (1=Very Unlikely, 10=Very Likely
How likely are you to purchase from The Exchange mobile app the next me you purchase
similar merchandise?
Recommend Company (1=Very Unlikely, 10=Very Likely)
How likely are you to recommend The Exchange mobile app to someone else?
Custom Ques ons
How o en do you visit The Exchange app?
o
This is my first visit
o
Daily – trigger next ques on
o
Several mes a week – trigger next ques on
o
Weekly - trigger next ques on
o
Monthly - trigger next ques on
o
Every few months or less o en - trigger next ques on
(triggered by previous answers) What is the primary reason for shopping with us over
compe tors?
o
Savings over other retailers
o
Value-priced merchandise
o
Merchandise selec on
o
Merchandise availability
o
Loyalty
o
Tax-free
o
Free shipping policies
o
Sign up for savings
o
Home services (Handy)
o
Other (please specify) – trigger next ques on
(triggered by previous answer) Please specify your other reason for shopping with us over
compe tors? (To protect your privacy, please do not include any personal informa on [name,
SSN#, Account #, or other personal iden fiers] in your response.)
What are your main reason(s) for visi ng The Exchange app today? (Please select all that apply)
o
Make a purchase online
o
Shop for a gi
o
Research specific product/item
o
Comparison shopping
o
Just browsing
o
Check the status of my order
o
Manage my account
o
Locate a store
o
Returning a product/item
o
Another reason – trigger next ques on
Please specify your other reason for visi ng today. (To protect your privacy, please do not include
any personal informa on [name, SSN#, Account #, or other personal iden fiers] in your
response.)
How did you look for informa on on The Exchange App today? (Please select all that apply.)
o
app's search keyword feature – trigger next ques on
o
Top naviga on bar - trigger next ques on
o
Le naviga on bar - trigger next ques on
o
Links in the page - trigger next ques on
o
Featured Items/Categories
o
Filtering/Sor ng
o
Other
(if answer is top naviga on bar, le naviga on bar, or links in the page) How would you describe
your experience on The Exchange app today? (Please select all that apply.)
o
Had difficulty finding detailed informa on I needed
o
Links o en did not take me where I expected
o
Could not navigate back to previous informa on
o
Had difficulty finding products
o
Too many links/naviga onal op ons to choose from
o
Links/labels are difficult to understand
o
Had technical difficul es (error messages, broken links, etc.)
o
Other
o
I had no difficulty naviga ng
(If answer is app’s search keyword feature) How would you describe your experience with the
app's search feature today? (Please select all that apply.)
o
Too many results/I needed to refine my search
o
Returned NO results – trigger next ques on
o
Search speed was too slow
o
Received error message(s)
o
Results were not relevant/not what I wanted
o
Not enough results
o
Other
o
Search results were helpful
If your search returned no results, what products were you looking for? (To protect your privacy,
please do not include any personal informa on [name, SSN#, Account #, or other personal
iden fiers] in your response.)
What type of product(s) were you looking for today? (Please select all that apply.)
Clothing &
o
Baby & Toys
Accessories
o
Household
Beauty &
o
Electronics
Health
o
Gi s & Food
o
Class Six
o
Military
o
Fan Shop
o
Shoes
o
Sports &
o
Just
o
Jewelry &
o
o
Outdoors
Watches
Did you find what you were looking for on The Exchange app today?
o
Pa o, Lawn,
& Garage
o
Furniture &
Appliances
Browsing
o
Yes
o
Par ally – trigger next ques on
o
No – trigger next ques on
o
I wasn't looking for anything in par cular
Please tell us specifically what you were unable to find on The Exchange app (To protect your
privacy, please do not include any personal informa on [name, SSN#, Account #, or other
personal iden fiers] in your response.):
Were you able to complete your purchase during today’s visit?
o
Yes
o
Par ally – trigger next ques on
o
No – trigger next ques on
o
I wasn't looking for anything in par cular
What was the main reason you did not complete your purchase today?
o
S ll considering purchase
o
Product was not offered on app
o
Product was out of stock
o
Size was not available
o
Product color not available
o
Product price was too high
o
Product did not look the same as what was expected
o
Shipping will take too long
o
Login issues with my account
o
Can't ship to my address
o
Checkout process was confusing
o
Technical difficul es during checkout
o
Could not find what I was looking for
o
Needed curbside pickup and it wasn't available for my loca on
o
Another reason – trigger next ques on
Please specify the other reason you did not complete your purchase today. (To protect your
privacy, please do not include any personal informa on [name, SSN#, Account #, or other
personal iden fiers] in your response.)
Do you have a comment or sugges on on how to improve your shopping experience on The Exchange
mobile app? (To protect your privacy, please do not include any personal informa on [name, SSN#,
Account #, or other personal iden fiers] in your response.)
Which classifica on most accurately describes you?
o
Ac ve Duty Military – triggers next ques on
o
Veteran
o
Re ree
o
Na onal Guard
o
Reserve Member
o
Military Spouse
o
Military Family Member
o
Another role: - triggers next ques on
(if answered Another Role: ) Other classifica on that describes me is (To protect your privacy,
please do not include any personal informa on [name, SSN#, Account #, or other personal
iden fiers] in your response.):
(if answered Ac ve Duty Military) Which best describes your loca on?
o
Deployed loca on
o
Stateside military base
o
Overseas military base
o
Other – triggers next ques on
What best describes your loca on? (To protect your privacy, please do not include any personal
informa on [name, SSN#, Account #, or other personal iden fiers] in your response.)
Please indicate your sex:
o
Male
o
Female
Please select the category that includes your age:
o
17 and under
o
35 - 44
o
65 and over
o
18 - 24
o
45 - 54
o
Prefer not to
o
25 - 34
o
55 - 64
respond
Where are you located?
Outside of
o
Kansas
o
North Dakota
U.S.
o
Kentucky
o
Ohio
o
Puerto Rico
o
Louisiana
o
Oklahoma
o
U.S. Virgin
o
Maine
o
Oregon
Islands
o
Maryland
o
Pennsylvania
o
Alabama
o
Massachuse s
o
Rhode Island
o
Alaska
o
Michigan
o
South
o
Arizona
o
Minnesota
o
Arkansas
o
Mississippi
o
South Dakota
o
California
o
Missouri
o
Tennessee
o
Colorado
o
Montana
o
Texas
o
Connec cut
o
Nebraska
o
Utah
o
Delaware
o
Nevada
o
Vermont
o
Florida
o
New
o
Virginia
o
Georgia
Hampshire
o
Washington
o
Hawaii
o
New Jersey
o
Washington D.C.
o
Idaho
o
New Mexico
o
West Virginia
o
Illinois
o
New York
o
Wisconsin
o
Indiana
o
North
o
Wyoming
o
Iowa
o
Carolina
Carolina
Please share anything else you would like to tell us. (To protect your privacy, please do not include any
personal informa on [name, SSN#, Account #, or other personal iden fiers] in your response.)
| File Type | application/pdf |
| File Title | Microsoft Word - AAFES The Exchange Mobile App Survey Questions (add in privacy statement to open ended questions).docx |
| Author | Schreurs, Teresa L. |
| File Modified | 2025-02-28 |
| File Created | 2024-01-09 |