Military OneSource Triage Experience Survey

OMB CONTROL NUMBER: 0704-0553

OMB EXPIRATION DATE: 05/31/2025

AGENCY DISCLOSURE NOTICE

The public reporting burden for this collection of information, 0704-0553, is estimated to average 2 minutes per response, including the time for reviewing instructions, searching existing data sources, gathering and maintaining the data needed, and completing and reviewing the collection of information. Send comments regarding the burden estimate or burden reduction suggestions to the Department of Defense, Washington Headquarters Services, at [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 collection of information if it does not display a currently valid OMB control number.

Military OneSource Triage Experience Survey Questions

Survey Content and Information

The survey consists of 4 core questions for all respondents. The answer choices will be a single select 5-point Likert scale: Strongly Agree, Agree, Neither Agree Nor Disagree, Disagree, Strongly Disagree. These questions will be numbered and bolded for emphasis.

Each core question has a secondary question that will only populate if a respondent selects “Disagree” or “Strongly Disagree” for the core question. The answer choices for the secondary question consist of a multi-select answer bank, where providing an answer is optional. These questions will not be bolded and will be numbered to indicate a subsequent question to the core question (i.e., 1.1, 2.1, 3.1, 4.1).

Survey Instructions

Below are the instructions for the Military OneSource Triage Experience Survey:

“Thank you for using the Military OneSource contact center. Please tell us about your contact center experience. The survey is voluntary and will only take a few minutes to complete. All responses are anonymous and will be used to improve the contact center for future users.

Please rate your level of agreement with the following statements:”

Survey Questions

1. My call center consultant successfully connected me to the appropriate service(s) for further support.*

Strongly Agree	Go to 2
Agree	Go to 2
Neither Agree Nor Disagree	Go to 2
Disagree	Go to 1.1
Strongly Disagree	Go to 1.1

1. Please provide additional information regarding your response (Select all that apply):

• I was not connected to a service for further support.

• I was connected to at least one – but not all – the services I was seeking.

• I was connected to a service that did not suit my needs.

2. My call center experience was smooth and easy.*

Strongly Agree	Go to 3
Agree	Go to 3
Neither Agree Nor Disagree	Go to 3
Disagree	Go to 2.1
Strongly Disagree	Go to 2.1

1. Please provide additional information regarding your response (Select all that apply):

• I waited a long time to get connected to someone.

• I felt rushed by my call center consultant.

• I felt my call center consultant took too long to provide information.

• I started with live chat but then had to call.

• I experienced phone technical difficulties (e.g., connection issues, dropped call).

• I experienced live chat technical difficulties (e.g., chat dropped, had to restart chat).

3. My call center consultant treated me with kindness and respect.*

Strongly Agree	Go to 4
Agree	Go to 4
Neither Agree Nor Disagree	Go to 4
Disagree	Go to 3.1
Strongly Disagree	Go to 3.1

1. Please provide additional information regarding your response (Select all that apply):

• My call center consultant was unprofessional.

• My call center consultant did not understand my unique needs.

• My call center consultant did not understand military culture.

4. My call center consultant provided clear information in response to my question(s).*

Strongly Agree	Submit
Agree	Submit
Neither Agree Nor Disagree	Submit
Disagree	Go to 4.1
Strongly Disagree	Go to 4.1

1. Please provide additional information regarding your response (Select all that apply):

• My call center consultant did not know enough about the programs and services available.

• My call center consultant did not provide clear explanations during our conversation.

• My call center consultant did not explain the next steps to reach the recommended services.