1525-0012-0144 United States Mint Quantiative Consumer Research (Wave 36)

	United States Mint CSM Tracking Survey Questionnaire
	CY 1Q10
	prepared for
	The United States Mint Department of the Treasury
	April 19, 2010

Welcome to the United States Mint’s customer satisfaction survey.

This survey is designed to help the United States Mint understand how it can improve the products and services it provides. According to the Paperwork Reduction Act of 1995, no persons are required to respond to a collection of information unless it displays a valid OMB number. The valid OMB control number for this information collection is 1525-0012-XXX. Your participation in this survey is ENTIRELY VOLUNTARY and should require approximately 20-25 minutes of your time.

All of your responses will be kept completely confidential.

We will not use this information to contact you or attempt to sell you any products or services.

If you have any questions or problems while completing the survey, please call Jill Weisenfeld weekdays from 9:00am to 5:00pm EDT at 1-800-342-9102, or send an e-mail to info814@nationalanalysts.com

Please click the Forward button to begin the survey.

To begin, we will first take a few minutes to familiarize you with our survey.

You will need to use a MOUSE as well as the KEYBOARD, to record your answers and move through the survey.

The survey will NOT ALLOW YOU TO SKIP A QUESTION. If you do not know an exact answer, then please give your best estimate.

Please click on the FORWARD button after you have completed a question to move on to the next screen.

You may click on the BACK button to go back to a previous screen.

You may click on the STOP button to pause the program to take a break. When you re-enter the survey you must use the same Login Number and Password; the survey will return to the screen where you clicked Stop.

If you make a mistake or forget to answer a question, an ERROR message will appear in red at the top of the screen. For example, if you enter a 4 when you were asked to enter a number from 1 to 3, an error message will appear.

Please click the FORWARD button to begin.

Section S: Screening Criteria [note: target 2-3 min]

S-1 We need to ask a few introductory questions for classification purposes. First, do you or does someone in your household or immediate family work…

Select one answer for each row.	Yes	No
For a market research firm or marketing research department of a company?		
For an advertising, sales promotion, or public relations firm?		
For an organization that produces, distributes, and sells collectable coins? (e.g., coin dealer)		
As a journalist/freelance writer?		

Send to terminate screen if “yes” to any.

S-2 What is your age in years?

Age (in years)

_______

Send to terminate screen if under 18.

S-3 Have you purchased any coins or other merchandise from the United States Mint during the past 12 months?

Select one.

Yes	
No	

Send to terminate screen if “No.”

S-4 Approximately how many of each of the following items have you bought directly from the United States Mint during the past 12 months?

Enter the number you purchased. Your best estimate is fine.

Product Types	Number Purchased from the United States Mint (Past 12 Months)
Annual Coin Sets
Annual Quarters Clad Proof Sets	_______
Annual Quarters Silver Proof Sets	_______
Annual 4-Coin Presidential $1 Coin Proof Sets	_______
Annual Full Clad Proof Set	_______
Annual Full Silver Proof Set	_______
Uncirculated Sets	_______
American Eagle Coins
American Eagle Silver Proof Coins (1 oz.)	_______
American Eagle Silver Uncirculated Coins (with ‘W’ mint mark) (1 oz.)	_______
2009 Ultra High Relief Double Eagle Gold Coins	_______
American Eagle Gold Proof Coins
- 1 oz.	_______
- ½ oz.	_______
- ¼ oz.	_______
- 1/10 oz.	_______
- 4-coin set (including 1 oz., ½ oz., ¼ oz., 1/10 oz.)	_______
American Eagle Gold Uncirculated Coins (with ‘W’ mint mark)
- 1 oz.	_______
American Eagle Platinum Proof Coins
- 1 oz.	_______
American Buffalo Coins
American Buffalo 24K Gold Proof Coins	_______
First Spouse Coins
First Spouse 24K Gold Proof Coins	_______
First Spouse 24K Gold Uncirculated Coins	_______
Commemorative Coins
Gold Commemorative Coins or Commemorative Coin Sets	_______
Silver Commemorative Coins or Commemorative Coin Sets	_______
Clad Commemorative Coins or Commemorative Coin Sets	_______
Other Coins and Merchandise
Coin Rolls and/or Bags	_______
Bronze Medals	_______
Other United States Mint Products (e.g., containers, maps, etc.)	_______
Total	(Auto sum)

At least one row must be > 0

Do not force a “0” into row if not answered.

Display warning “Are you sure you purchased X products (take product name from rows)?”if any of the answers from each row is 20 or more.

S-4b In the past 12 months, have you ordered products from the United States Mint using the subscription ordering program (whereby you enroll in the subscription ordering program and identify the specific products you wish to have shipped to you when they are released)?

	Check one
Yes	
No	

<page break>

S-4c Were you aware that the United States Mint offered a subscription ordering program?

	Check one
Yes	
No	

Only ask S-4c if S-4b is “no”

S-5 [IF S-4b IS YES, INSERT “Excluding the orders you placed as part of the United States Mint’s subscription ordering program”] How many separate times have you placed an order with the United States Mint during the past 12 months, divided into each of the following time periods?

Note: If you ordered several items at one time, count that as 1 order.

Enter the total number of separate orders you placed with the United States Mint during each time period

Number of Orders Placed…	# Orders
…Within the past 60 days	___
…More than 60 days ago, but within the past 6 months	___
…More than 6 months ago, but within the past 12 months	___
Total orders past 12 months	Auto Sum

If S-4b is “no”, total must be >0, otherwise insert error message “Earlier you indicated that you had purchased items from the United States Mint during the past 12 months. Please revise your answers to reflect the number of orders you placed to purchase that merchandise from the United States Mint.”

S-6 When was the very first time that you ever purchased coins or other merchandise directly from the United States Mint?

Select only one.

Within the past 12 months	
13 months to 23 months ago	
2 to 5 years ago	
6 to 10 years ago	
11 to 20 years ago	
More than 20 years ago	

<page break>

Based on your answers to these questions, you are eligible to participate in our survey.

Please click the Forward button to proceed.

Section 1: Overall Satisfaction and Future Purchase Intent [note: target 1-2 min]

First, we’d like to learn about your overall satisfaction with the United States Mint.

Q.1-1 How would you rate your overall satisfaction with the United States Mint in terms of its performance as a supplier of coins and coin products, using a scale of 1 to 6, where “1” means “extremely dissatisfied” and “6” means “extremely satisfied?”

	Extremely Extremely Dissatisfied Satisfied
	1 2 3 4 5 6
Overall United States Mint performance as a supplier of coins and coin products	     

<page break>

Next, we’d like to understand what types of purchases, if any, you expect to make from the United States Mint in the future.

Q.1-2a How likely are you to purchase products directly from the United States Mint in the next 12 months? Please indicate your likelihood using a scale from 1 to 6 where “1” means “not at all likely to purchase” and “6” means “extremely likely to purchase.”

	Not At All Extremely Likely to Likely to Purchase Purchase
How likely are you to purchase directly from the United States Mint during the next 12 months?	1 2 3 4 5 6

Skip to Q2-1 if answer to Q1-2a= 1

Q.1-2b Based on what you know today, over the next 12 months would you say you are most likely to…?

Please select one.

Future Purchasing with the United States Mint (Next 12 Months)
Increase the amount of merchandise you purchase from the United States Mint	
Purchase about the same amount from the United States Mint	
Decrease the amount of merchandise you purchase from the United States Mint	
Stop purchasing from the United States Mint altogether	

If Q1-2b answer is level 4, skip Q1-3.

Q.1-3 Thinking about the next 12 months, how many do you expect you will purchase from the United States Mint in each of the following categories (based on your expectation of product prices)? If you are unsure how many you’re likely to purchase, please make your best estimate.

Enter a number in each row

Product Types	Number Purchased from the United States Mint (Past 12 Months)	Number you Expect to Purchase from the United States Mint (Next 12 Months)
Annual Coin Sets
Annual Quarters Clad Proof Sets	Value from S-4	_______
Annual Quarters Silver Proof Sets	Value from S-4	_______
Annual 4-Coin Presidential $1 Coin Proof Sets	Value from S-4	_______
Annual Full Clad Proof Set	Value from S-4	_______
Annual Full Silver Proof Set	Value from S-4	_______
Uncirculated Sets	Value from S-4	_______
American Eagle Coins
American Eagle Silver Proof Coins (1 oz.)	Value from S-4	_______
American Eagle Silver Uncirculated Coins (with ‘W’ mint mark) (1 oz.)	Value from S-4	_______
2009 Ultra High Relief Double Eagle Gold Coins	Value from S-4	_______
American Eagle Gold Proof Coins
- 1 oz.	Value from S-4	_______
- ½ oz.	Value from S-4	_______
- ¼ oz.	Value from S-4	_______
- 1/10 oz.	Value from S-4	_______
- 4-coin set (including 1 oz., ½ oz., ¼ oz., 1/10 oz.)	Value from S-4	_______
American Eagle Gold Uncirculated Coins (with ‘W’ mint mark)
- 1 oz.	Value from S-4	_______
American Eagle Platinum Proof Coins
- 1 oz.	Value from S-4	_______
American Buffalo Coins
American Buffalo 24K Gold Proof Coins	Value from S-4	_______
First Spouse Coins
First Spouse 24K Gold Proof Coins	Value from S-4	_______
First Spouse 24K Gold Uncirculated Coins	Value from S-4	_______
Commemorative Coins
Gold Commemorative Coins or Commemorative Coin Sets	Value from S-4	_______
Silver Commemorative Coins or Commemorative Coin Sets	Value from S-4	_______
Clad Commemorative Coins or Commemorative Coin Sets	Value from S-4	_______
Other Coins and Merchandise
Coin Rolls and/or Bags	Value from S-4	_______
Bronze Medals	Value from S-4	_______
Other United States Mint Products (e.g., containers, maps, etc.)	Value from S-4	_______
Total	Value from S-4	(Auto sum)

Do not force a “0” into row if not answered.

If any number in column 3 is 100% greater than column 2 (or if column 2 = 0 and column 3 > 0), provide message:

“You indicated that you will substantially INCREASE your purchases of the following types of products: 

    (insert list of applicable row headings)

If this is correct, please click OK.  Otherwise, click CANCEL and revise your answer.” 

 

If any number in column 3 is 50% lower than column 2 (or if column 2 > 0 and column 3 = 0), provide message:

“You indicated that you will substantially DECREASE your purchases of the following types of products: 

    (insert list of applicable row headings)

If this is correct, please click OK.  Otherwise, click CANCEL and revise your answer.” 

Section 2: Recent Purchases and Interactions [note: target 4 min]

Next, we would like to gather information about your interactions or experiences with the United States Mint over the past 12 months.

Q.2-1 Which of the following interactions /experiences have you had with the United States Mint during the past 12 months?

Answer for each row.

Your Interactions/Experiences with the United States Mint (Past 12 Months)	Yes	No
Information/Communications
Visited the www.usmint.gov website (to get information, place an order, etc.)		
Problems with Orders
Never received specific merchandise that you ordered		
Received ordered merchandise, but not within the expected delivery timeframe		
Experienced a billing error		
Received merchandise that arrived in damaged/poor condition		
Received an inaccurate order (wrong items or quantities shipped)		
You returned items you had received (i.e., items that were damaged, incorrect item shipped, failed to meet expectations, etc.)		
You decided that you WILL return items you are not happy with, but haven’t had a chance to do so yet (i.e., items that were damaged, incorrect item shipped, merchandise failed to meet expectations, etc.)		
You had some other type of problem with an order (please specify) ________________________[max 200 characters]		
Customer Service Interactions
Attempted to contact United States Mint customer service by phone for any reason		
Attempted to contact the United States Mint (by phone or mail) to find out about new product information		
Attempted to contact the United States Mint (by phone or mail) to find out the status of an order		
Attempted to contact the United States Mint (by phone or mail) to resolve a problem with billing on an order		
Attempted to contact the United States Mint (by phone or mail) to resolve a problem with merchandise that you received (i.e., wrong items or quantity shipped, damaged items)		

Q.2-1 Which of the following interactions /experiences have you had with the United States Mint during the past 12 months?

Answer for each row.

Your Interactions/Experiences with the United States Mint (Past 12 Months)

Yes

No

Phone Calls FROM the United States Mint
You received a phone call from the United States Mint alerting you about products that were being released		
You received a phone call from the United States Mint confirming that an order you placed had shipped		
You received a phone call from the United States Mint alerting you about some type of problem with an order (i.e., that it was being delayed, that your credit card on file had expired, etc.)		
You received a phone call from the United States Mint for any other reason		
E-Mails FROM the United States Mint
You received an e-mail containing a United States Mint product catalog		
You received an e-mail from the United States Mint alerting you about products that were being released		
You received an e-mail from the United States Mint confirming that your order has been shipped		
You received an e-mail from the United States Mint alerting you about some type of problem with an order (i.e., that it was being delayed, that your credit card on file had expired, etc.)		
You received an e-mail from the United States Mint for any other reason		
Mail FROM the United States Mint (not including order shipments)
You received a printed United States Mint product catalog		
You received a letter/postcard from the United States Mint alerting you about products that were being released		
You received a letter/postcard from the United States Mint confirming that your order has been shipped		
You received a letter/postcard from the United States Mint alerting you about some type of problem with an order (i.e., that it was being delayed, that your credit card on file had expired, etc.)		
You received a letter/postcard from the United States Mint for any other reason		

Split 2-1 onto two screens

Q.2-2 Which methods have you used to place orders for coins and/or other products directly from the United States Mint in the past 12 months?

Select all that apply.

Order Method	Methods used to Order from the United States Mint (Past 12 Months)
Order via the Internet/United States Mint website	
Order by telephone	
Order by mail	
Some other method (e.g., fax, Mint location, etc.)	

<page break>

Q.2-3 Have you provided your e-mail address to the United States Mint and/or signed up to receive e-mails from the United States Mint?

Select one.

E-mail	Check one
Yes, I have signed up to receive e-mail updates from the United States Mint	
I have given the United States Mint my e-mail address when placing an order, but did not sign up to receive e-mail updates	
I have not given my e-mail address to the United States Mint	

If Q2-3 is level 3 (“I have not given my e-mail address to the United States Mint”) but Q2-1 is Yes for any of Items #19-#23, please show the following error message:

“Earlier you indicated that you had received an email from the United States Mint during the past 12 months. Please revise your answer to reflect your current email status with the United States Mint.”

NOTE: Questions Q2-5 through Q2-13 will only be asked as a follow-up for individuals who indicate in Q2-1 that they have experienced a particular problem or made inquiry to the United States Mint

Skip to Q2-6a if row 2 answer in Q2-1 is “No.”

Q.2-5a Did you use any of the following methods to attempt to contact the United States Mint to resolve your most recent problem with merchandise not being received?

Answer for each row.

Methods Used to Contact United States Mint to Resolve Your Problem with Merchandise not being Received	Yes	No
Attempted to resolve a problem with merchandise not being received by telephone		
Attempted to resolve a problem with merchandise not being received by mail		
Attempted to resolve a problem with merchandise not being received by other method (e.g., fax)		

Skip to Q2-5f if all rows are “No.”

Q.2-5b Were you able to make contact with someone at the United States Mint to resolve your problem with merchandise not being received?

Display only rows corresponding to selections in Q2-5a

Success of Contact Attempt to Resolve your Problem with Merchandise not being Received	Yes	No
Were you able to speak with a United States Mint representative by telephone?		
Was your mail inquiry answered by a United States Mint representative?		
Were you able to reach someone at the United States Mint by the “other method” you used to contact them?		

If all rows are “No,” skip to Q2-5e

Q.2-5c Were you able to resolve your problem with merchandise not being received in an acceptable manner?

Display only rows corresponding to selections in Q2-5b

Ability to Resolve Your Problem with Merchandise not being Received	Yes	No
Were you able to resolve your problem with merchandise not being received through your telephone inquiry?		
Were you able to resolve your problem with merchandise not being received through your mail inquiry?		
Were you able to resolve your problem with merchandise not being received through your “other method” inquiry?		

Q.2-5d (Intentionally left blank)

Q.2-5e How satisfied were you with the resolution of your problem with merchandise not being received? Please rate your satisfaction using a scale of 1 to 6, where 1 means “extremely dissatisfied” and 6 means “extremely satisfied.”

	Extremely Extremely Dissatisfied Satisfied
	1 2 3 4 5 6
Satisfaction with resolution of your problem with merchandise not being received	     

Q.2-5e2 Please describe why you were dissatisfied with the resolution of your problem with merchandise not being received.

Ask Q2-5e2 if Q2-5e <3.

Do not force an entry.

Q.2-5f What specific types of coins and other products did you order, but not receive during the past 12 months?

Select all that apply.

Product Types	Products that you Ordered but did Not Receive (Past 12 Months)
Annual Coin Sets
Annual Quarters Clad Proof Sets	
Annual Quarters Silver Proof Sets	
Annual 4-Coin Presidential $1 Coin Proof Sets	
Annual Full Clad Proof Set	
Annual Full Silver Proof Set	
Uncirculated Sets	
American Eagle Coins
American Eagle Silver Proof Coins (1 oz.)	
American Eagle Silver Uncirculated Coins (with ‘W’ mint mark) (1 oz.)	
2009 Ultra High Relief Double Eagle Gold Coins	
American Eagle Gold Proof Coins
- 1 oz.	
- ½ oz.	
- ¼ oz.	
- 1/10 oz.	
- 4-coin set (including 1 oz., ½ oz., ¼ oz., 1/10 oz.)	
American Eagle Gold Uncirculated Coins (with ‘W’ mint mark)
- 1 oz.	
American Eagle Platinum Proof Coins
- 1 oz.	
American Buffalo Coins
American Buffalo 24K Gold Proof Coins	
First Spouse Coins
First Spouse 24K Gold Proof Coins	
First Spouse 24K Gold Uncirculated Coins	
Commemorative Coins
Gold Commemorative Coins or Commemorative Coin Sets	
Silver Commemorative Coins or Commemorative Coin Sets	
Clad Commemorative Coins or Commemorative Coin Sets	
Other Coins and Merchandise
Coin Rolls and/or Bags	
Bronze Medals	
Other United States Mint Products (e.g., containers, maps, etc.)	

Must select at least one row.

Only show rows selected in S-4

If only 1 item is to be shown, then skip Q2-5f because the answer is implied

Skip to Q2-7a if row 3 answer in Q2-1 is “No.”

Q.2-6a Earlier you indicated that you had placed an order (or orders) that was (or were) not received in the expected time frame. On how many separate orders did this problem occur in the past 12 months?

Number of Separate Orders that were not

Received in the Expected Timeframe

(Past 12 Months)

_______

Must be 1 or more; must be <= sum in S-5 if S-4b is “No”, else =< (50 + sum in S-5)

If respondent enters > (50 + sum in S-5) and S-4b is yes, display “Please enter a number no higher than [50 + sum in S-5].”

<page break>

Q.2-6a2 Were you told at the time you ordered the item that the product was not yet available and would be shipped at a future date?

(If Q2-6a>1, Replace with “For how many of these orders were you told at the time you ordered the item that the product was not yet available and would be shipped at a future date?)

Enter the number of orders that correspond with each statement

Select one answer (Note: If Q2-6a>1, replace grid with numerical grid and autosum total = answer from Q2-6a)

Yes, I was told at the time I placed the order that the item was not yet available and would be shipped at a later date	o
No, I was not told at the time I placed the order that the item was not yet available and would be shipped at a later date	o

If “no” to all, skip to Q2-6a4

Q.2-6a3 And was the product still delayed in arriving (even beyond what was told to you at the time you ordered the item)?

(If Q2-6a2=Yes>1, Replace with “For how many of the [# “yes” from Q.2-6a2] orders where you were told the product was not yet available, was the product still delayed in arriving (even beyond what was told to you at the time you ordered the item)?)

Enter the number of orders that correspond with each statement

Select one answer (Note: If Q2-6a2=Yes>1, replace grid with numerical grid and autosum total = answer Yes from Q2-6a2)

Yes, it was still delayed beyond what I was told when I ordered the item	o
No, it arrived within the time frame I was told when I ordered the item	o

Q.2-6a4 (If Q2-6a2 “NO” + Q2-6a3 “YES” = 1, Ask “For the order where you experienced a delay [IF Q2-6a3 “YES” is >0, THEN INSERT “other than what was announced at the time of ordering”], were you notified by the United States Mint via a phone call, e-mail or mailing that shipment of your order would be delayed?”)

Enter a “1” in the box that corresponds with your answer

(If Q2-6a2 “NO” + Q2-6a3 “YES” > 1, Replace with “For how many of these orders where you experienced a delay [IF Q2-6a3 “YES” is >0, THEN INSERT “other than what was announced at the time of ordering”] were you notified by the United States Mint via a phone call, e-mail or mailing that shipment of your order would be delayed?”)

Enter the number of orders that correspond with each statement

Please insert the number of order(s) in the grid for which each situation occurred.

	Orders for which you were not told at the time you placed the order that the item was not yet available and would be shipped at a later date	Orders which were still delayed beyond what you were told when you ordered the item
	[INSERT # of Q2-6A2=No if >0] Order(s)	[INSERT # of Q2-6A3=Yes if >0] Order(s)
Yes, I was notified (at a time other than order placement) that the order would be delayed
No, I was not notified that the order would be delayed
	[MUST SUM TO Q2-6A2 = NO]	[MUST SUM TO Q2-6A3 = YES]

If Q2-6a2=No>0 OR Q2-6a3=Yes>0 then ask Q2-6a4; otherwise skip to instructions before Q2-7a

If Q2-6a2=No is 0 then do not display that column

If Q2-6a3=Yes is 0 then do not display that column

Do not need to insert 0s

Q.2-6a5 (If Q2-6a2 “NO” + Q2-6a3 “YES” = 1, Ask “For the order where you experienced a delay, was the order late because the shipping carrier tried to deliver your order at a time when no one was available at home?”)

Enter a “1” in the box that corresponds with your answer

(If Q2-6a2 “NO” + Q2-6a3 “YES” > 1, Replace with “For how many of these orders where you experienced a delay was the order late because the shipping carrier tried to deliver your order at a time when no one was available at home?”)

Enter the number of orders that correspond with each statement

	Orders for which you were not told at the time you placed the order that the item was not yet available and would be shipped at a later date	Orders which were still delayed beyond what you were told when you ordered the item
	[INSERT # of Q2-6A2=No if >0] Order(s)	[INSERT # of Q2-6A3=Yes if >0] Order(s)
Yes, no one was available at home to receive the package
No, I was able to receive the package when it was delivered
	[MUST SUM TO Q2-6A2 = NO]	[MUST SUM TO Q2-6A3 = YES]

If Q2-6a2=No>0 OR Q2-6a3=Yes>0 then ask Q2-6a5; otherwise skip to instructions before Q2-7a

If Q2-6a2=No is 0 then do not display that column

If Q2-6a3=Yes is 0 then do not display that column

Do not need to insert 0s

Q.2-6a6 Which carrier did the United States Mint use to send you your order(s)?

Enter a number for the carrier(s)

	Orders for which you were not told at the time you placed the order that the item was not yet available and would be shipped at a later date	Orders which were still delayed beyond what you were told when you ordered the item
	[INSERT # of Q2-6A5 Col 1=Yes if >0] Order(s)	[INSERT # of Q2-6A5 Col 2=Yes if >0] Order(s)
UPS
FedEx
USPS
Don’t Know
	[MUST SUM TO Q2-6A5 Col 1 = Yes ]	[MUST SUM TO Q2-6A5 Col 2 = YES]

If Q2-6a5 =Yes >0 in either column then ask Q2-6a6

If Q2-6a5=Yes is 0 for the first column then do not display that column

If Q2-6a5=Yes is 0 for the second column then do not display that column

Do not need to insert 0s

Q.2-6b1 (Q2-6a2=No =1, Ask “For the order where you experienced a delay and were not told the item would be shipped at a later date, please indicate the time period when the order was delivered.”)

Enter a “1” in the box that corresponds with your answer

(Q2-6a2=No >1, Replace with “For the orders where you experienced delays and were not told the items would be shipped at a later date, please indicate the time periods when the orders were delivered.”)

Enter the number of orders for the time period

Total Time Required to Receive Delayed Merchandise Orders	Orders for which you were not told at the time you placed the order that the item was not yet available and would be shipped at a later date
	[INSERT # of Q2-6A2=No if >0] Order(s)
Within 1 week of placing the original order
More than 1 week, but up to 2 weeks after placing the original order
More than 2 weeks, but up to 4 weeks after placing the original order
More than 4 weeks after placing the original order
Never received it at all (or still waiting for it after 4 weeks)
	[MUST SUM TO Q2-6A2 = NO]

Ask Q2-6b1 if Q2-6a2=No >0; otherwise skip to Q2-6b2

Do not need to insert 0s

Q.2-6b2 (Q2-6a3=Yes =1, Ask “For the order where you experienced a delay, please indicate how long after you were told the order would be delayed was the order still delayed. Please consider the timing from the revised shipping date that you were told and not the original time of placing your order.”)

Enter a “1” in the box that corresponds with your answer

(Q2-6a3=Yes >1, Replace with “For these orders where you experienced delays, please indicate how long after you were told the orders would be delayed were the orders still delayed. Please consider the timing from the revised shipping date that you were told and not the original time of placing your orders.”)

Enter the number of orders for the time period

Total Time Required to Receive Delayed Merchandise Orders From the Time You Were Told the Order Would Be Delayed	Orders which were still delayed beyond what you were told when you ordered the item
	[INSERT # of Q2-6A3=Yes if >0] Order(s)
Within 1 week after the new date you were told you would receive the order
More than 1 week, but up to 2 weeks after the new date you were told you would receive the order
More than 2 weeks, but up to 4 weeks after the new date you were told you would receive the order
More than 4 weeks after the new date you were told you would receive the order
Never received it at all (or still waiting for it after 4 weeks)
	[MUST SUM TO Q2-6A3 = YES]

Ask Q2-6b2 if Q2-6a3 = Yes >0 ; otherwise skip to Q2-6c

Do not need to insert 0s

Q.2-6c Which of the specific types of merchandise were included in this (these) delayed orders in the past 12 months?

Select all that apply.

Product Types	Products that you Ordered and Received Late (Past 12 Months)
Annual Coin Sets
Annual Quarters Clad Proof Sets	
Annual Quarters Silver Proof Sets	
Annual 4-Coin Presidential $1 Coin Proof Sets	
Annual Full Clad Proof Set	
Annual Full Silver Proof Set	
Uncirculated Sets	
American Eagle Coins
American Eagle Silver Proof Coins (1 oz.)	
American Eagle Silver Uncirculated Coins (with ‘W’ mint mark) (1 oz.)	
2009 Ultra High Relief Double Eagle Gold Coins	
American Eagle Gold Proof Coins
- 1 oz.	
- ½ oz.	
- ¼ oz.	
- 1/10 oz.	
- 4-coin set (including 1 oz., ½ oz., ¼ oz., 1/10 oz.)	
American Eagle Gold Uncirculated Coins (with ‘W’ mint mark)
- 1 oz.	
American Eagle Platinum Proof Coins
- 1 oz.	
American Buffalo Coins
American Buffalo 24K Gold Proof Coins	
First Spouse Coins
First Spouse 24K Gold Proof Coins	
First Spouse 24K Gold Uncirculated Coins	
Commemorative Coins
Gold Commemorative Coins or Commemorative Coin Sets	
Silver Commemorative Coins or Commemorative Coin Sets	
Clad Commemorative Coins or Commemorative Coin Sets	
Other Coins and Merchandise
Coin Rolls and/or Bags	
Bronze Medals	
Other United States Mint Products (e.g., containers, maps, etc.)	

Must select at least one row

Only show rows selected in S-4

If only 1 item is to be shown, then skip Q2-6c because the answer is implied

Q.2-6d How did the fact that these orders were late impact you?

Select all that apply

It didn’t really create a problem for me, I just would have liked to get it earlier	
I had to take the time to follow up with the United States Mint to determine when I would receive my order	
It caused me to be concerned (but I did not follow up) about where my product was and if/when I would receive it	
It was a gift item and I couldn’t give it to the intended recipient on time	
Because it was late I had to purchase a similar item elsewhere	
Other (specify)	

Skip to Q2-8a if row 13 answer in Q2-1 is “No.”

Q.2-7a Which methods did you use to attempt to contact the United States Mint to resolve a billing problem the last time you did so?

Answer for each row.

Methods Used to Contact United States Mint to Resolve a Billing Problem	Yes	No
Attempted to resolve a billing problem by telephone		
Attempted to resolve a billing problem by mail		
Attempted resolve a billing problem by other method		

Error message if all rows are “No”

Q.2-7b Were you able to make contact with someone at the United States Mint to resolve this billing problem?

Display only rows corresponding to selections in Q2-7a

Success of Contact Attempt Regarding Billing Problem	Yes	No
Were you able to speak with a United States Mint representative by telephone?		
Was your mail inquiry answered by a United States Mint representative?		
Were you able to reach someone at the United States Mint by the “other method” you used to contact them?		

If all rows are “No,” skip to Q2-7e

Q.2-7c Were you able to resolve the billing problem in an acceptable manner?

Display only rows corresponding to selections in Q2-7b

Ability to Resolve Billing Problem	Yes	No
Were you able to resolve your billing problem through your telephone inquiry?		
Were you able to resolve your billing problem through your mail inquiry?		
Were you able to resolve your billing problem through your “other method” inquiry?		

Q.2-7d (Intentionally left blank)

Q.2-7e How satisfied were you with the resolution of your billing problem? Please rate your satisfaction using a scale of 1 to 6, where 1 means “extremely dissatisfied” and 6 means “extremely satisfied.”

	Extremely Extremely Dissatisfied Satisfied
	1 2 3 4 5 6
Satisfaction with resolution of your billing problem	     

Q.2-7e2 Please describe why you were dissatisfied with the resolution of your billing problem.

Ask Q2-7e2 if Q2-7e <3.

Do not force an entry.

Skip to Q2-9a if row 4 answer in Q2-1 is “No.”

Skip to Q2-9a if row 13 answer in Q2-1 is “Yes” in all cases where row 4 answers are “Yes.”

Q.2-8a Earlier you indicated you had experienced a billing error, but also indicated that you did not contact the United States Mint about the problem. Is this correct?

Select one

Correct, I did experience a billing error, but chose not to contact the United States Mint about it	
Incorrect, I actually did contact the United States Mint to resolve the problem	

If answer provided is “Incorrect,…” force answer in row 13 of Q2-1 to “Yes” where corresponding answer in row 4 of Q2-1 is “Yes,” then Skip to Q2-9a

<page break>

Skip to Q2-10a if row 14 answer in Q2-1 is “No.”

Q.2-9a Which methods did you use to attempt to contact the United States Mint to resolve a problem with merchandise that was received the last time you needed to do so?

Answer for each row.

Methods Used to Contact United States Mint to Resolve a Problem with Merchandise that was Received	Yes	No
Attempted to resolve a problem with merchandise that was received by telephone		
Attempted to resolve a problem with merchandise that was received by mail		
Attempted to resolve a problem with merchandise that was received by other method		

Error message if all rows are “No”

Q.2-9b Were you able to make contact with someone at the United States Mint to resolve a problem with merchandise that was received?

Display only rows corresponding to selections in Q2-9a

Success of Contact Attempt to Resolve a Problem with Merchandise that was Received	Yes	No
Were you able to speak with a United States Mint representative by telephone?		
Was your mail inquiry answered by a United States Mint representative?		
Were you able to reach someone at the United States Mint by the “other method” you used to contact them?		

If all rows are “No,” skip to Q2-9e

Q.2-9c Were you able to resolve a problem with merchandise that was received in an acceptable manner?

Display only rows corresponding to selections in Q2-9b

Ability to Resolve a Problem with Merchandise that was Received	Yes	No
Were you able to resolve your problem with merchandise that was received through your telephone inquiry?		
Were you able to resolve your problem with merchandise that was received through your mail inquiry?		
Were you able to resolve your problem with merchandise that was received through your “other method” inquiry?		

Q.2-9d (Intentionally left blank)

Q.2-9e How satisfied were you with the resolution of your problem with merchandise that was received? Please rate your satisfaction using a scale of 1 to 6, where 1 means “extremely dissatisfied” and 6 means “extremely satisfied.”

	Extremely Extremely Dissatisfied Satisfied
	1 2 3 4 5 6
Satisfaction with the resolution of your problem with merchandise that was received	     

Q.2-9e2 Please describe why you were dissatisfied with the resolution of your problem with merchandise that was received.

Ask Q2-9e2 if Q2-9e <3.Do not force an entry.

Skip to Q2-11a if row 5 answer in Q2-1 is “No.” Skip to Q2-10b if total of S-5 =1

Q.2-10a Earlier you indicated that you had received merchandise that was damaged or in poor condition. On how many separate orders did this problem occur in the past 12 months?

Number of Separate Orders for which Received
Merchandise was Damaged or in Poor Condition
(Past 12 Months)

_______

Must be 1 or more; must be <= sum in S-5 if S-4b is “No”, else =< (50 + sum in S-5).If respondent enters > (50 + sum in S-5) and S-4b is yes, display “Please enter a number no higher than [50 + sum in S-5].”

Q.2-10b What specific types of merchandise did you get that was damaged or in poor condition in the past 12 months?

Select all that apply.

Product Types	Specific Items that were Damaged or in Poor Condition (Past 12 Months)
Annual Coin Sets
Annual Quarters Clad Proof Sets	
Annual Quarters Silver Proof Sets	
Annual 4-Coin Presidential $1 Coin Proof Sets	
Annual Clad Proof Set	
Annual Silver Proof Set	
Uncirculated Sets	
American Eagle Coins
American Eagle Silver Proof Coins (1 oz.)	
American Eagle Silver Uncirculated Coins (with ‘W’ mint mark) (1 oz.)	
2009 Ultra High Relief Double Eagle Gold Coins	
American Eagle Gold Proof Coins
- 1 oz.	
American Eagle Gold Uncirculated Coins (with ‘W’ mint mark)
- 1 oz.	
American Eagle Platinum Proof Coins
- 1 oz.	
American Buffalo Coins
American Buffalo 24K Gold Proof Coins	
First Spouse Coins
First Spouse 24K Gold Proof Coins	
First Spouse 24K Gold Uncirculated Coins	
Commemorative Coins
Gold Commemorative Coins or Commemorative Coin Sets	
Silver Commemorative Coins or Commemorative Coin Sets	
Clad Commemorative Coins or Commemorative Coin Sets	
Other Coins and Merchandise
Coin Rolls and/or Bags	
Bronze Medals	
Other United States Mint Products (e.g., containers, maps, etc.)	

(Must select at least one row.)

Only show rows selected in S-4

If only 1 item is to be shown, then skip Q2-10b because the answer is implied

Skip to Q2-12a if row 6 answer in Q2-1 is “No.”

Skip to Q2-11b if total of S-5 =1

Q.2-11a Earlier you indicated that you had received an inaccurate order (wrong merchandise, wrong quantities) during the past 12 months. On how many separate orders did this problem occur in the past 12 months?

Number of Separate Orders that were Inaccurate
(Past 12 Months)

_______

Must be 1 or more; must be <= sum in S-5 if S-4b is “No”, else =< (50 + sum in S-5)

If respondent enters > (50 + sum in S-5) and S-4b is yes, display “Please enter a number no higher than [50 + sum in S-5].”

Q.2-11b What was the specific nature of the problem or problems you experienced?

Select all that apply

Specific Problems with Inaccurate Orders (Past 12 Months)	Select All That Apply
Did not receive all the items I ordered	
Received extra quantities of items that I did not order	

Must select at least one row

Q.2-11c (Intentionally left blank)

Skip to Q2-13a if row 11 answer in Q2-1 is “No.”

Q.2-12a Which methods did you use the most recent time you attempted to contact the United States Mint to find out about product or program information?

Answer for each row.

Methods Used to Contact United States Mint about Product or Program Information	Yes	No
Attempted to contact by telephone		
Attempted to contact by mail		
Attempted to contact by other method (e.g., fax)		

Error message if all rows are “No”

Q.2-12b Were you able to make contact with someone at the United States Mint to find out about product or program information?

Display only rows corresponding to selections in Q2-12a

Success of Contact Attempt about Product or Program Information	Yes	No
Were you able to speak with a United States Mint representative by telephone?		
Was your mail inquiry answered by a United States Mint representative?		
Were you able to reach someone at the United States Mint by the “other method” you used to contact them?		

If all rows are “No,” skip to Q2-12e

Q.2-12c Were you able to obtain the product or program information you were seeking?

Display only rows corresponding to selections in Q2-12b

Ability to Obtain Product or Program Information	Yes	No
Were you able to obtain the product or program information you were seeking by your telephone inquiry?		
Were you able to obtain the product or program information you were seeking by your mail inquiry?		
Were you able to obtain the product or program information you were seeking by your “other method” inquiry?		

If all rows are “No,” skip to Q2-12e

Q.2-12d Do you believe the product or program information you were given was accurate?

Display only rows corresponding to selections in Q2-12c

Accuracy of New Product or Program Information	Yes	No
Was the product or program information you received in response to your telephone inquiry accurate?		
Was the product or program information you received in response to your mail inquiry accurate?		
Was the product or program information you received in response to your “other method” inquiry accurate?		

Q.2-12e How satisfied were you with the handling of your product or program information inquiries? Please rate your satisfaction using a scale of 1 to 6, where 1 means “extremely dissatisfied” and 6 means “extremely satisfied.”

	Extremely Extremely Dissatisfied Satisfied
	1 2 3 4 5 6
Satisfaction with handling of your product or program information inquiries	     

Q.2-12e2 Please describe why you were dissatisfied with the handling of your product or program information inquiries.

Ask Q2-12e2 if Q2-12e <3.

Do not force an entry.

Skip to Q2-14a if row 12 answer in Q2-1 is “No.”

Q.2-13a Which methods did you use to attempt to contact the United States Mint to find out about the status of an order the last time you did so?

Answer for each row.

Methods Used to Contact United States Mint to Find Out Status of an Order	Yes	No
Attempted to find out order status by telephone		
Attempted to find out status on www.usmint.gov website		
Attempted to find out order status by mail		
Attempted to find out order by other method (e.g., fax)		

Error message if all rows are “No”

Q.2-13b Were you able to make contact with someone at the United States Mint to find out about the status of your order?

Display only rows corresponding to selections in Q2-13a

Success of Contact Attempt Regarding Order Status	Yes	No
Were you able to speak with a United States Mint representative by telephone?		
Were you able to access the order tracking information on the www.usmint.gov website		
Was your mail inquiry answered by a United States Mint representative?		
Were you able to reach someone at the United States Mint by the “other method” you used to contact them?		

If all rows are “No,” skip to Q2-13e

Q.2-13c Were you able to obtain the order status information you were seeking?

Display only rows corresponding to selections in Q2-13b

Ability to Obtain Order Status Information	Yes	No
Were you able to obtain the order status information you were seeking by your telephone inquiry?		
Were you able to obtain the order status information you were seeking at the www.usmint.gov website?		
Were you able to obtain the order status information you were seeking by your mail inquiry?		
Were you able to obtain the order status information you were seeking by your “other method” inquiry?		

If all rows are “No,” skip to Q2-13e

Q.2-13d Do you believe the order status information you were given was accurate?

Display only rows corresponding to selections in Q2-13c

Accuracy of Order Status Information	Yes	No
Was the order status information you received in response to your telephone inquiry accurate?		
Was the order status information you received from the www.usmint.gov website accurate?		
Was the order status information you received in response to your mail inquiry accurate?		
Was the order status information you received in response to your “other method” inquiry accurate?		

Q.2-13e How satisfied were you with the handling of your order status information inquiries? Please rate your satisfaction using a scale of 1 to 6, where 1 means “extremely dissatisfied” and 6 means “extremely satisfied.”

	Extremely Extremely Dissatisfied Satisfied
	1 2 3 4 5 6
Satisfaction with handling of your order status information inquiries	     

Q.2-13e2 Please describe why you were dissatisfied with the handling of your order status information inquiries.

Ask Q2-13e2 if Q2-13e <3.

Do not force an entry.

Skip to Q3-1 if row 10 answer in Q2-1 is “No.”

Q2-14a1 In what month did you most recently contact the United States Mint by phone?

	Select One
January	□
February	□
March	□
April	□
May	□
June	□
July	□
August	□
September	□
October	□
November	□
December	□

Q.2-14a2 On the most recent call, how long did you have to wait until a customer service representative answered?

	Select One
No wait, my call was answered right away	□
Less than 30 seconds	□
Between 30 seconds to just under 1 minute	□
1 minute to just under 2 minutes	□
2 minutes to just under 3 minutes	□
3 minutes to just under 5 minutes	□
5 minutes to just under 10 minutes	□
10 minutes or more	□
Call not answered at all	□

Q.2-14b Thinking again about this most recent call with the United States Mint, were you…

	Select One
Placing an order?	□
Calling about something else?	□

Q.2-14c Was this a call you made to place an order during the first few days that the product was available?

	Select One
Yes	□
No	□
Don’t Remember	□

Ask Q2-14c if Q2-14b is placing an order

Skip to Q2-14h if Q2-14a2, row 9 “Call not answered at all” is selected

Q.2-14d How dissatisfied or satisfied were you on this most recent call?

	Extremely Extremely Dissatisfied Satisfied
	1 2 3 4 5 6
Satisfaction with this most recent call	     

<page break>

Q.2-14e How dissatisfied or satisfied were you on this most recent call with the customer service representative’s…

	Extremely Extremely Dissatisfied Satisfied
	1 2 3 4 5 6

United States Mint Customer Service Representative’s…
Overall knowledge	     
Ability to answer your questions	     
Courteousness	     
Helpfulness	     

Q.2-14f Do you feel that it was the representative or the United States Mint policies that led to your dissatisfaction?

	Select One
Customer service representative	□
United States Mint policies	□

Ask Q2-14f if Q2-14d <3.

Q.2-14g Please describe why you were dissatisfied with the handling of this most recent call.

Ask Q2-14g if Q2-14d <3.

Do not force an entry.

Q.2-14g2 You indicated you felt the cause of your dissatisfaction was “United States Mint policies.” Can you please describe the type of United States Mint policies that led to your dissatisfaction?

Ask Q2-14g2 only if Q2-14f is “United States Mint policies.”

Q.2-14h At any time in the past 3 months, have you experienced any of the following issues when attempting to contact the United States Mint by telephone?

Experiences when Attempting to Contact United States Mint by Telephone	Yes	No
I had to wait too long to speak with a representative so I hung up		
I was asked to call back at another time due to heavy call volume		
I was disconnected during the call		
Some other problem (specify__________________________________)		

Section 3: General Satisfaction [note: target 4 min]

Next we would like to learn about your level of satisfaction with certain aspects of the United States Mint’s products and services.

Q.3-1 Please rate your satisfaction with the United States Mint in each of the following product-related areas using a scale of 1 to 6, where 1 means “extremely dissatisfied” and 6 means “extremely satisfied.” Please rate each item.

If you have no knowledge of a particular area, please select “Not Sure.”

(For the second screen of Q.3-1 in the survey, Replace with “Please continue to rate your satisfaction with the United States Mint in each of the following product-related areas using a scale of 1 to 6, where "1" means "extremely dissatisfied" and "6" means "extremely satisfied." Please rate each item.”)

	Extremely Extremely Dissatisfied Satisfied	Not Sure
	1 2 3 4 5 6	---
Product Quality
Overall product quality	     	
Product authenticity	     	
Quality of Annual Quarters Clad Proof Sets	     	
Quality of Annual Quarters Silver Proof Sets	     	
Quality of Annual Full Clad Proof Set	     	
Quality of Annual Full Silver Proof Set	     	
Quality of Uncirculated Sets	     	
Quality of American Eagle Silver Proof Coins	     	
Quality of American Eagle Silver Uncirculated Coins (with ‘W’ mint mark)	     	
Quality of 2009 Ultra High Relief Double Eagle Gold Coins	     	
Quality of American Eagle Gold Proof Coins	     	
Quality of American Eagle Gold Uncirculated Coins (with ‘W’ mint mark)	     	
Quality of American Eagle Platinum Proof Coins	     	
Quality of American Buffalo 24K Gold Proof Coins	     	
Quality of Bag and Roll Products	     	
Quality of Annual 4-Coin Presidential $1 Coin Proof Set	     	
Quality of First Spouse 24K Gold Proof Coins	     	
Quality of First Spouse 24K Gold Uncirculated Coins	     	
Quality of “Other Products”	     	

Artwork/Designs of United States Mint Numismatic Coins
Artwork/designs Overall	     	
Packaging of United States Mint Products
Packaging Overall	     	
Pricing of United States Mint Products
Overall product pricing	     	
Price for shipping	     	
Price for Annual Quarters Clad Proof Sets	     	
Price for Annual Quarters Silver Proof Sets	     	
Price for Annual Full Clad Proof Set	     	
Price for Annual Full Silver Proof Set	     	
Price for Uncirculated Sets	     	
Price for American Eagle Silver Proof Coins	     	
Price for American Eagle Silver Uncirculated Coins (with ‘W’ mint mark)	     	
Price for 2009 Ultra High Relief Double Eagle Gold Coins	     	
Price for American Eagle Gold Proof Coins	     	
Price for American Eagle Gold Uncirculated Coins (with ‘W’ mint mark)	     	
Price for American Eagle Platinum Proof Coins	     	
Price for American Buffalo 24K Gold Proof Coins	     	
Price for Bag and Roll Products	     	
Price for Annual 4-Coin Presidential $1 Coin Proof Set	     	
Price for First Spouse 24K Gold Proof Coins	     	
Price for First Spouse 24K Gold Uncirculated Coins	     	
Price for “Other Products”	     	
Product Selection from United States Mint
Breadth of product types available	     	
Availability of coin collecting/display aids (e.g., storage containers, quarters’ maps, etc.)	     	
Availability of educational materials (e.g. history of coins, etc.)	     	
Availability of youth-oriented products (youth collectors’ set, etc.)	     	
Availability of products and presentation materials suitable for gift-giving	     	

Q.3-2 Next, we would like you to indicate your level of satisfaction with the following service-related items. Please use a scale of 1 to 6, where 1 means “extremely dissatisfied” and 6 means “extremely satisfied.” Please rate each item.

If you have no knowledge of a particular area, please select “Not Sure.”

(For the second screen of Q.3-2 in the survey, Replace with “Please continue to rate your satisfaction with the following service-related items. Please use a scale of 1 to 6, where "1" means "extremely dissatisfied" and "6" means "extremely satisfied." Please rate each item.”)

	Extremely Extremely Dissatisfied Satisfied	Not Sure
	1 2 3 4 5 6	---
United States Mint Communications
Communications overall	     	
Types/content of communications sent to you	     	
Timeliness of communications about new product availability	     	
Accuracy of information on new products, product changes, etc.	     	
E-mail product notifications	     	
Product brochures	     	
Product notifications	     	
Subscription notifications	     	
Annual United States Mint catalog	     	
“Coins Online” newsletter	     	
United States Mint Ordering Process
Ease of the ordering process – Internet	     	
Ease of the ordering process – telephone	     	
Ease of the ordering process – mail	     	
Clarity of information on products/prices	     	
Accurate representation of products	     	
Subscription ordering program	     	

United States Mint Customer Service
Overall customer service	     	
Service staff knowledge of product line	     	
Service staff courtesy	     	
Speed of problem resolution	     	
Adequacy/fairness of problem resolution	     	
Service staff responsiveness to telephone inquiries	     	
Wait time required to speak to a service representative	     	
United States Mint Order Fulfillment
Overall order fulfillment performance	     	
Timeliness of receiving order	     	
Accuracy of orders	     	
Packing of materials when shipped	     	
Condition of merchandise when delivered	     	

Q.3-2a Please describe why you are dissatisfied with the “Coins Online” newsletter.

Ask Q3-2a if Q3-2 item 10 <3.

Do not force an entry.

Q.3-2b How satisfied are you with the following aspects of the printed United States Mint product catalog?

	Extremely Extremely Dissatisfied Satisfied
	1 2 3 4 5 6
Overall design	     
Presentation of products	     
Information about the products	     

Ask Q3-2b only if Q2-1 row 24 is “Yes.”

Q.3-3. For which, if any, of the following occasions have you given United States Mint coins or coin products as a gift in the past 12 months?

	Select All That Apply
Birthday	□
Anniversary	□
Graduation	□
Mother’s Day	□
Father’s Day	□
Birth of a child	□
Wedding	□
Christmas/Year-End Holidays	□
Other (Specify)_______________________________________________________	□
I have not given United States Mint coins or coin products as gifts in the past 12 months	

Do not allow last row to be selected with any other row.

Q.3-4. How likely are you to give United States Mint coins or coin products as a gift in the next 12 months on each of the following occasions? Please use a scale of 1 to 6, where 1 means “not at all likely” and 6 means “extremely likely.”

Occasion	Not at All Extremely Likely Likely
	1 2 3 4 5 6
Birthday	     
Anniversary	     
Graduation	     
Mother’s Day	     
Father’s Day	     
Birth of a child	     
Wedding	     
Christmas/Year-End Holidays	     
Other (Specify)____________________________________	     

If Q3-4 response is <3 for either row 1 or row 8,” ask Q3-4b

For Q3-4, row “Other (Specify)”, only prompt for an answer in the text box if the respondent selects a value of 4 or more

Q3-4b. Why are you not likely to buy United States Mint coin or coin products within the next 12 months for a [birthday and/or Christmas/year-end holidays]?

If Q3-4 row 1 is <3 then insert birthday in question stem

If Q3-4 row 8 <3 then insert Christmas/year-end holidays in question stem

If both Q3-4 row 1 and row 8 <3 then insert birthday and/or Christmas/year-end holidays in question stem

Do not force an entry.

Past 90 Day Experience (note: was rotational section in prior wave, now permanent)

Q.4z-1. Which, if any, of the following interactions have you had with the United States Mint in the past 90 days?

Interactions with United States Mint in Past 90 Days	Select All That Apply
Placed an Order for a Product with the United States Mint	□
Received Merchandise from the United States Mint	□
Contacted the United States Mint by Phone	□
Contacted the United States Mint by Some Other Method	□
Received a Mailing from the United States Mint	□
Received a Telephone Call from the United States Mint	□
Received an E-mail or Other Electronic Communication from the United States Mint	□
Visited the United States Mint Website	□
Other (Specify)_______________________________________________________	□
I have not had any interactions with the United States Mint in the past 90 days	

Do not allow last row to be selected with any other row.

<page break>

Q.4z-2 Thinking only about the past 90 days, how would you rate your overall satisfaction with the United States Mint in terms of its performance as a supplier of coins and coin products, using a scale of 1 to 6, where “1” means “extremely dissatisfied” and “6” means “extremely satisfied?”

	Extremely Extremely Dissatisfied Satisfied
	1 2 3 4 5 6
United States Mint performance in the past 90 days	     

Do not ask if Q.4z-1 is last row

<page break>

4z-2b What are the primary reasons you were not fully satisfied with the United States Mint’s performance in the past 90 days?

	Select All That Apply
Communications
Poor communications about new products and/or release dates	□
Poor communications in general	□
Product access/availability
Item(s) I wanted to purchase was discontinued	□
Item(s) I wanted to purchase was sold out/no longer available	□
Order placement
I had problems/difficulties placing an order	□
Order was canceled (or not processed)	□
Order fulfillment
Items arrived late (or not at all)	□
Poor product quality	□
Poor product packaging	□
Poor product handling/shipping	□
Customer service
Poor / dissatisfactory problem resolution	□
Poor customer service in general	□
Miscellaneous
Dissatisfaction with the United States Mint website	□
Other
Other	□

Ask Q4z-2b only if Q4z-2 <4.

Q.4z-3 Please explain in more detail the reasons why you were not fully satisfied with the United States Mint’s performance in the past 90 days.

Ask Q4z-3 only if Q4z-2 <4.

Satisfaction with U.S. Mint Relative to 2-3 Years Ago (note: was rotational section in prior wave, now permanent)

Q5b-1a Would you say that you are more or less satisfied with the United States Mint today than you were 2-3 years ago?

1	Much more satisfied now	
2	A little more satisfied now	
3	About the same	
4	A little less satisfied now	
5	Much less satisfied now	

-----------

Ask only if S6 is not L_1 (meaning first purchase more than 12 months ago)

Do not randomize order

Q.5b-1b Please explain why you are [XXX] with United States Mint relative to 2-3 years ago?

-----------

Ask only if S5b-1a is not L_3

[xxx] = answer from 5b-1a

Do not force entry

Rotational Section: Shipping Expectations

Next we’d like to ask you about your experiences and expectations for shipping of products you order from the United States Mint.

Q4a-1 Think about all the individual orders you’ve placed with the United States Mint over the past 12 months. Of the [INSERT ANSWER FROM S-5] orders you placed, how many had a total purchase price of...

Order in Past 12 Months	# Orders
Total Purchase Price Under $300	___
Total Purchase Price Over $300	___
Total	Autosum

Should sum to S-5 answer

<Page Break>

Q4a-2 Thinking about your [INSERT # FROM Q4a-1] orders that totaled under $300, for how many was your order shipped (or will be shipped) via…

Orders Under $300	# Orders
Standard Shipping	___
Expedited Shipping	___
Total	Autosum

Only ask Q4a-2 if Q4a-1 row 1 is >0.

Q4a-3 Thinking about your [INSERT # FROM Q4a-1] orders over $300, for how many was your order shipped (or will be shipped) via…

Orders Over $300	# Orders
Standard Shipping	___
Expedited Shipping	___
Total	Autosum

Only ask Q4a-3 if Q4a-1 row 2 is >0.

<Page Break>

Next we’d like to ask about your shipping needs for the types of orders you may place in the future.

Q4a-4 In the next 12 months, how likely are you to place each of the following types of orders?

	Not at all Extremely Likely Likely
	1 2 3 4 5 6
Individual orders totaling under $300…
…for items that you will be adding to your personal collection	     
…for items that you will be giving as gifts	     
Individual orders totaling over $300…
…for items that you will be adding to your personal collection	     
…for items that you will be giving as gifts	     

<Page Break>

Q4a-5 For each of the types of orders you indicated you would be at least somewhat likely to place in the future, what type of shipping option would you generally be most likely to choose?

Order Type	I would be likely to choose…
	Standard Shipping	Expedited Shipping (for a Higher Fee)
Individual orders totaling under $300…
…for items that you will be adding to your personal collection		
…for items that you will be giving as gifts		
Individual orders totaling over $300…
…for items that you will be adding to your personal collection		
…for items that you will be giving as gifts		

Only show rows rated > 2 in Q4a-4.

Reviewer note: We are aware that items over $300 are currently upgraded for free, but we are here seeking to understand preferences and think it is best not to introduce the “free upgrade” concept.

<Page Break>

Q4a-6 And for each of these types of orders would you generally be likely to pay a small additional fee (under $5) for “delivery confirmation” service that would require that the shipping carrier obtain your signature to confirm that you received the items.

Order Type	I would be likely to choose…
	Option A Just have it mailed to me without requiring my signature to confirm that I received the package	Option B Pay an additional fee (up to $5) and require that the carrier obtain my signature to confirm delivery (Note: would require that I or a family member be home to receive the package)
Individual orders totaling under $300…
…for items that you will be adding to your personal collection		
…for items that you will be giving as gifts		
Individual orders totaling over $300…
…for items that you will be adding to your personal collection		
…for items that you will be giving as gifts		

Only show rows rated > 2 in Q4a-4.

<Page Break>

Q4a-7 For orders that you place with the United States Mint, which of the following statements best describe your needs and expectations for orders where you would select Standard Shipping service.

For orders where I would select Standard Shipping:

Time required to process and ship out the order.

Process and Ship Out the Order	My Requirements
It is important to me that the United States Mint prepare and ship out my order the same business day.	
It is important to me that the United States Mint prepare and ship out my order by the next business day.	
I need the United States Mint to ship out my order within 3 business days.	
It is fine with me as long as the order is prepared and shipped out within 5 business days.	

Time required for the mailing.

Mailing Time	My Requirements
It is important to me that the mailing service take no more than 3 business days.	
It is fine if the mailing service takes up to 5 business days	
It is fine if the mailing service takes up to 10 business days	

Total time from order placement to receipt of the package.

Total Time	My Requirements
It is important to me that I receive the package within 4 business days of placing the order.	
I need to receive the package within 7 business days of placing the order.	
It is fine with me as long as the order is received within 10 business days of placing the order.	
It is fine with me as long as the order is received within 15 business days of placing the order.	

<Page Break>

Q4a-8 For orders that you place with the United States Mint, which of the following statements best describe your needs and expectations for orders where you might select Expedited Shipping service.

For orders where I might choose Expedited Shipping:

Time required to process and ship out the order.

Process and Ship Out the Order	My Requirements
It is important to me that the United States Mint prepare and ship out my order the same business day.	
It is important to me that the United States Mint prepare and ship out my order by the next business day.	
I need the United States Mint to ship out my order out within 3 business days.	
It is fine with me as long as the order is prepared and shipped out within 5 business days.	

Time required for the mailing.

Mailing Time	My Requirements
It is important to me that the mailing be sent “next day” delivery.	
It is fine if the mailing be sent using “2 day delivery”.	
It is fine if the mailing service takes 5 business days.	

Total time from order placement to receipt of the package.

Total Time – Expedited Shipping	My Requirements
It is important to me that I receive the package 1 day after I place the order.	
I need to receive the package within 2 business days of placing the order.	
It is important to me that I receive the package within 4 business days of placing the order.	
I need to receive the package within 7 business days of placing the order.	

Section 5: Demographic Information

Q.5-1. What is the highest level of education you have attained?

Select only one row

Grade school (8th grade or less)	
Some high school	
High school graduate	
Some college, no degree	
Vocational training/2 –year college	
4-year college/bachelor’s degree	
Post-graduate training/degree	

Q.5-2. Do you have any children under age 18 currently living in your household?

Yes	
No	

If no, skip to Q5-4

Q.5-3. Are any of these children in the following age or school ranges?

Select all that apply

Newborn to three years	
Preschool or kindergarten	
Grade school (elementary/middle school)	
High school	

Q.5-4. Do you have any grandchildren?

Yes	
No	

If No, Skip to Q5-6

Q.5-5. Are any of these grandchildren in the following age or school ranges?

Select all that apply

Newborn to three years	
Preschool or kindergarten	
Grade school (elementary/middle school)	
High school	
18 years of age or older	

Q.5-6. Which of the following best describes your current employment status?

Full-time	
Part-time	
Retired	
Not employed or student	

Q.5-7. Are you Hispanic or Latino?

Yes	
No	

Q.5-8. Do you consider yourself to be…

American Indian or Alaska Native?	
Asian?	
Black or African American?	
Native Hawaiian or other Pacific Islander?	
White?	
Other (Specify) ________________	

Q.5-9. What is your gender?

Male	
Female	

Skip to Q.5-11 if Q.5-6 is Row 3 or 4

Q.5-10. Which of the following best describes your occupation?

Managerial or professional	
Technical, sales, or administrative	
Service occupations	
Precision products, crafts or repairs	
Operators, fabricators, or laborers	
Farming, forestry, or fishing	
Other (Specify) _____________________________	

Q.5-11 Which of the following categories best describes your total household income before taxes in 2009? Your best estimate is fine.

Less than $10,000	
Between $10,000 to $19,999	
$20,000 to $29,999	
$30,000 to $39,999	
$40,000 to $49,999	
$50,000 to $74,999	
$75,000 to $99,999	
$100,000 or more	

<page break>

Thank you for participating in this survey.

Please press the STOP button to finish the survey.

80