Form 1074 2014 829 SSA Diagnostic formerly FAQ

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Overview

Proposed v3 Model Qs
Custom Questions
Custom Questions (1-21-13)
Custom Questions 1-16-13

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Sheet 1: Proposed v3 Model Qs

Model Instance Name:
SSA FAQ v3
MID:		Existing Measure - Please fill in; New Measure - DOT will fill in
Partitioned (Y/N)? Y
FPI Included(Y/N)?
NOTE: All non-partitioned surveys will NOT be imputed and the elements will be rotated as a default unless otherwise specified and approved by Research.
Date:		6/12/2013
SSA FAQ v3
Model questions utilize the ACSI methodology to determine scores and impacts
		ELEMENTS (drivers of satisfaction)			CUSTOMER SATISFACTION			FUTURE BEHAVIORS	FPI
	MQ Label			MQ Label			MQ Label		Y?
		Look and Feel (1=Poor, 10=Excellent, Don't Know)			Satisfaction		Contact SSA	Likelihood to Contact (1=Very Unlikely, 10=Very Likely)
	Look and Feel - Appeal	Please rate the visual appeal of the FAQs section.		Satisfaction - Overall	What is your overall satisfaction with the FAQs section? (1=Very Dissatisfied, 10=Very Satisfied)			How likely are you to contact SSA for answers to your questions?
	Look and Feel - Balance	Please rate the balance of graphics and text in the FAQs section.		Satisfaction - Expectations	How well does the FAQs section meet your expectations? (1=Falls Short, 10=Exceeds)		Return	Likelihood to Return (1=Very Unlikely, 10=Very Likely)
	Look and Feel - Readability	Please rate the readability of the pages in the FAQs section.		Satisfaction - Ideal	How does the FAQs section compare to your idea of an ideal FAQs section? (1=Not Very Close, 10=Very Close)			How likely are you to return to the FAQs section of the SSA website?
		Navigation (1=Poor, 10=Excellent, Don't Know)
	Navigation - Organized	Please rate how well the FAQs section is organized.					Primary Resource	Primary Resource (1=Very Unlikely, 10=Very Likely)
	Navigation - Options	Please rate the options available for navigating the FAQs section.						How likely are you to use the FAQs section as your primary resource for obtaining answers to your questions?
	Navigation - Layout	Please rate how well the FAQs section layout helps you find what you are looking for.					Recommend	Recommend (1=Very Unlikely, 10=Very Likely)
		SSA FAQ Information (1=Poor, 10=Excellent, Don't Know)						How likely are you to recommend the FAQs section to someone else?
	FAQ Information - Thoroughness	Please rate the thoroughness of information you viewed in the FAQs section today.
	FAQ Information - Quality	Please rate the quality of information in the FAQs you viewed today.
	FAQ Information - Provided Answers	Please rate how well the FAQs viewed today provided answers to your questions.
		Site Performance (1=Poor, 10=Excellent, Don't Know)
	Site Performance - Loading	Please rate how quickly pages load in the FAQs section.
	Site Performance - Consistency	Please rate the consistency of speed from page to page in the FAQs section.
	Site Performance - Errors	Please rate the ability to load pages without getting error messages in the FAQs section.
		FAQ Browsing (1=Poor, 10=Excellent, Don't Know)
	FAQ Browsing - Sort	Please rate the ability to sort FAQs by criteria that are important to you.
	FAQ Browsing - Narrow	Please rate the ability to narrow results to find the FAQs you are looking for.
	FAQ Browsing - Features	Please rate how well the features in the FAQs section help you find relevant FAQs.
		Plain Language (1=Poor, 10=Excellent, Don't Know)
	Plain Language - Clear	Please rate the clarity of the wording in the FAQs section.
	Plain Language - Understandable	Please rate how well you understand the wording in the FAQs section.
	Plain Language - Concise	Please rate the FAQs section on its use of short, clear sentences.

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Sheet 2: Custom Questions

Model Instance Name:				red & strike-through: DELETE
SSA FAQ v2				underlined & italicized: RE-ORDER
MID: IFxoFIs5REN1losJFoNtJQ==				pink: ADDITION
Date:	12/27/2011			blue + -->: REWORDING
				violet (bold): SKIP-LOGIC
SSA FAQ v2 CUSTOM QUESTION LIST
QID	Skip Logic Label	Question Text		Answer Choices (limited to 50 characters)	Skip to	Type (select from list)	Single or Multi	Required Y/N	Special Instructions	CQ Label
MAC0669		Are you currently receiving Social Security Benefits?	MAC0669A01	Yes		Dropdown (Select-one)	Single	Y		Receiving SS Benefits
			MAC0669A02	No
			MAC0669A03	Not Sure
MAC0670		Which of the following topics were you were looking for within the FAQs? (check all that apply)	MAC0670A01	Address change		Checkbox One Up Vertical	Multi	Y	Skip Logic	Topic
			MAC0670A02	Annual Social Security Statement
			MAC0670A03	Direct deposit of monthly check
			MAC0670A04	Locate an Office
			MAC0670A05	Medicare Benefits
			MAC0670A06	Paying taxes on Social Security benefits
			MAC0670A07	Retirement Benefits
			MAC0670A08	Social Security Benefit Statement (Form SSA-1099)
			MAC0670A09	Social Security Card or Number
			MAC0670A10	Social Security Disability Benefits
			MAC0670A11	Supplemental Security Income (SSI) Payments
			MAC0670A12	Survivor Benefits
			MAC0670A13	Other, please specify	Z
MAC0671	Z	Please tell us what other information you were seeking.				Text Area – no character limit		N	Skip Logic	OE_Topic
MAC0672		Did we answer your question(s)?	MAC0672A01	Yes, my question (s) was answered completely	A	Dropdown (Select-one)	Single	Y	Skip Logic	Answer Questions
			MAC0672A02	Yes, my question (s) was answered partially	A, B
			MAC0672A03	No, my question (s) was not answered at all	B
MAC0673	A	Will the answer(s) you received using our FAQs help you accomplish your task with Social Security?	MAC0673A01	Yes		Dropdown (Select-one)	Single	Y	Skip Logic	Help Accomplish
			MAC0673A02	No
			MAC0673A03	Partially
MAC0674	B	What was your question? Please explain:				Text Area – no character limit		N	Skip Logic	OE_No Answer
MAC0675		Please tell us if you had any of the following concerns or problems while using the FAQs? (check all that apply)	MAC0675A01	Could not figure out the best way to find the answers I needed		Checkbox One Up Vertical	Multi	N	Skip Logic	Problems
			MAC0675A02	Too many answers to choose from
			MAC0675A03	Answer link(s) did not take me where I expected
			MAC0675A04	Found the answer link(s) difficult to understand
			MAC0675A05	Answers were too long
			MAC0675A06	Had difficulty understanding the information in the answer
			MAC0675A07	Experienced technical difficulties (e.g. broken links, error messages)
			MAC0675A08	Took me too long to search through the FAQs
			MAC0675A09	Other, please specify	A
			MAC0675A10	Experienced no problems			exclusive
MAC0676	A	Please tell us about your concerns or problems using the FAQs.				Text Area – no character limit		N	Skip Logic	OE_Problems
MAC0677		Did you use the FAQ search tool today?	MAC0677A01	Yes	A,C,D					Search
			MAC0677A02	No
			MAC0677A03	Not Sure
MAC0678	A	Which of the following, if any, did you experience while using the FAQ Search tool today? (check all that apply)	MAC0678A01	Results were not relevant to my search terms or needs		Checkbox One Up Vertical	Multi	Y	Skip Logic	Search Experience
			MAC0678A02	I was not sure what words to use in my search
			MAC0678A03	Search required too many refinements to get to what I wanted
			MAC0678A04	Returned too many results
			MAC0678A05	Returned not enough results
			MAC0678A06	Returned no results
			MAC0678A07	Returned results were too similar or redundant
			MAC0678A08	Other, please specify	B
			MAC0678A09	Experienced no problems			exclusive
MAC0679	B	Please tell us about your FAQ search experience.				Text Area – no character limit		N	Skip Logic	OE_Search
MAC0680	C	If your initial Search effort was unsuccessful, what did you do next?	MAC0680A01	Nothing, I found the answer(s) I needed right away		Checkbox One Up Vertical	Multi	Y	Skip Logic	Search Next Steps
			MAC0680A02	Used different key words or phrases and tried to search again
			MAC0680A03	Used the Narrow Your Search options
			MAC0680A04	Browsed by Topic in an effort to find my answer(s)
			MAC0680A05	Browsed All Frequently Asked Questions to find my answer(s)
			MAC0680A06	Terminated my FAQ session
			MAC0680A07	Other, please specify	Z
MAC0681	Z	Please tell us what you did next after the initial search was unsuccessful.				Text Area – no character limit		N	Skip Logic	OE_Search Next Steps
MAC0682	D	How easy was it to scroll through the FAQ search results to find the answer to your question?	MAC0682A01	The answer was easy to spot		Checkbox One Up Vertical	Multi	Y	Skip Logic	Search Scroll
			MAC0682A02	The answer was near the top of the list
			MAC0682A03	The answer was far down the page
			MAC0682A04	The answer was on the second (or a later) page
			MAC0682A05	I had to open too many answers
			MAC0682A06	None of the above
MAC0683		What will your next step(s) be relative to the information you were seeking? (choose the one that most applies)	MAC0683A01	I got the information I was seeking and have no plans to follow up with SSA		Radio Button One Up Vertical	Single	Y		Next Steps
			MAC0683A02	I will conduct my SSA business online (if available)
			MAC0683A03	I will visit my local SSA office
			MAC0683A04	I will call my local SSA office
			MAC0683A05	I will call the SSA Toll Free 800 Number
			MAC0683A06	I will email SSA
			MAC0683A07	I did not get the information I was seeking but have no plans to follow up with SSA
			MAC0683A08	Not sure what my next steps will be
MAC0684		What is your age group?	MAC0684A01	Under 18		Dropdown (Select-one)	Single	N		Age
			MAC0684A02	18-24
			MAC0684A03	25-44
			MAC0684A04	45-54
			MAC0684A05	55-64
			MAC0684A06	65+
MAC0685		Do you have any suggestions for improving the FAQ section?				Text Area – no character limit		N		Improve

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Sheet 3: Custom Questions (1-21-13)

Model Instance Name:			red & strike-through: DELETE
SSA FAQ v2			underlined & italicized: RE-ORDER
MID: IFxoFIs5REN1losJFoNtJQ==			pink: ADDITION
Date:	12/27/2011		blue + -->: REWORDING
			violet (bold): SKIP-LOGIC
SSA FAQ v2 CUSTOM QUESTION LIST
QID	Skip Logic Label	Question Text	Answer Choices (limited to 50 characters)	Skip to	Type (select from list)	Single or Multi	Required Y/N	Special Instructions	CQ Label
SAC6575		Are you currently receiving Social Security Benefits?	Yes		Dropdown (Select-one)	Single	Y		Receiving SS Benefits
			No
			Not Sure
SAC6576		Which of the following topics were you were looking for within the FAQs? (check all that apply)	Address change		Checkbox One Up Vertical	Multi	Y	Skip Logic	Topic
			Annual Social Security Statement
			Direct deposit of monthly check
			Locate an Office
			Medicare Benefits	F
			Paying taxes on Social Security benefits
			Retirement Benefits	B
			Social Security Benefit Statement (Form SSA-1099)
			Social Security Card or Number	A
			Social Security Disability Benefits	C
			Supplemental Security Income (SSI) Payments	D
			Survivor Benefits	E
			Other, please specify	Z
SAC6577	A	What Social Security card or number information were you seeking today?	Replacing a lost or stolen Social Security card		Radio Button One Up Vertical	Single	Y	Skip Logic	SSCard/#
			Changing a name on a Social Security card
			Requesting a Social Security card for a minor child
			Learning what documents are needed
			Other, please specify	AA
SAC6578	AA	Please tell us what other Social Security card or number information you wanted.			Text Area – no character limit		N	Skip Logic	OE_SSCard/#
SAC6579	B	What best describes the subject of your Retirement Benefits question?	Applying for Retirement benefits – how and when		Radio Button One Up Vertical	Single	Y	Skip Logic	Retirement
			Estimating Retirement benefits
			Working while receiving Retirement benefits
			Learning what documents are needed to file for Retirement benefits
			Learning about benefits for a spouse and/or child(ren)
			Other, please specify	BB
SAC6580	BB	Please tell us about your Retirement Benefits question.			Text Area – no character limit		N	Skip Logic	OE_Retirement
SAC6581	C	What best describes the subject of your Social Security Disability benefits question?	Applying for Disability benefits – how and when		Radio Button One Up Vertical	Single	Y	Skip Logic	Disability
			Learning about benefits for spouse and/or child(ren)
			Appealing an adverse Disability decision – how and when
			Working while disabled
			Other, please specify	CC
SAC6582	CC	Please tell us about your Social Security Disability question.			Text Area – no character limit		N	Skip Logic	OE_Disability
SAC6583	D	What Supplemental Security Income (SSI) information were you seeking?	Applying for SSI payments – how and when		Radio Button One Up Vertical	Single	Y	Skip Logic	SSI
			Learning the difference between SSI and Social Security benefit payments
			Learning what affects SSI payments (e.g., work, property, savings, inheritance, etc.)
			Learning if a spouse and/or child(ren) can receive payments from my SSI record
			Other, please specify	DD
SAC6584	DD	Please tell us about your Supplemental Security Income (SSI) question.			Text Area – no character limit		N	Skip Logic	OE_SSI
SAC6585	E	What Survivor Benefits information were you seeking?	Applying for Survivor Benefits - how and when		Radio Button One Up Vertical	Single	Y	Skip Logic	Survivor Benefits
			Receiving Survivor Benefits AND my own retirement benefit
			Receiving Survivor Benefits on a divorced spouse’s record
			Obtaining necessary documents needed to file for survivor benefits
			Learning how remarriage affects my survivor benefits
			Other, please specify	EE
SAC6586	EE	Please tell us about your Survivor Benefits question.			Text Area – no character limit		N	Skip Logic	OE_Survivor
SAC6587	F	What best describes the subject of your Medicare question?	How to apply for Medicare benefits – how and when?		Radio Button One Up Vertical	Single	Y	Skip Logic	Medicare
			What documents are needed to file for Medicare
			Who is eligible for Medicare
			What is covered under the Medicare program
			What are the Medicare premiums
			What is the Medicare Prescription Drug Plan
			Other, please specify	FF
SAC6588	FF	Please tell us about your Medicare question.			Text Area – no character limit		N	Skip Logic	OE_Medicare
SAC6589	Z	Please tell us what other information you were seeking.			Text Area – no character limit		N	Skip Logic	OE_Topic
SAC6590		Did we answer your question(s)?	Yes, my question (s) was answered completely	A	Dropdown (Select-one)	Single	Y	Skip Logic	Answer Questions
			Yes, my question (s) was answered partially	A, B
			No, my question (s) was not answered at all	B
SAC6591	A	Did --> Will the answer(s) you received using our FAQs help you accomplish your task with Social Security?	Yes		Dropdown (Select-one)	Single	Y	Skip Logic	Help Accomplish
			No
			Partially
SAC6592	B	What was your question? Please explain:			Text Area – no character limit		N	Skip Logic	OE_No Answer
SAC6593		Please tell us if you had any of the following concerns or problems while using the FAQs? (check all that apply)	Could not figure out the best way to find the answers I needed		Checkbox One Up Vertical	Multi	N	Skip Logic	Problems
			Too many answers to choose from
			Answer link(s) did not take me where I expected
			Found the answer link(s) difficult to understand
			Answers were too long
			Had difficulty understanding the information in the answer
			Experienced technical difficulties (e.g. broken links, error messages)
			Took me too long to search through the FAQs
			Other, please specify	A
			Experienced no problems			exclusive
SAC6594	A	Please tell us about your concerns or problems using the FAQs.			Text Area – no character limit		N	Skip Logic	OE_Problems
SAC6595		Which FAQ feature(s) did you use today? (check all that apply)	Most Popular Answer links		Checkbox One Up Vertical	Multi	Y	Skip Logic	FAQ Feature
			Most Popular Topic links
			Browse All Topic links
			FAQ Search Box	A, C, D, E, F
			Not sure
			None of the above			exclusive
		Did you use the FAQ search tool today?	Yes	A,C,D					Search
			No
			Not Sure
SAC6596	A	Which of the following, if any, did you experience while using the FAQ Search tool today? (check all that apply)	Results were not relevant to my search terms or needs		Checkbox One Up Vertical	Multi	Y	Skip Logic	Search Experience
			I was not sure what words to use in my search
			Search required too many refinements to get to what I wanted
			Returned too many results
			Returned not enough results
			Returned no results
			Returned results were too similar or redundant
			Other, please specify	B
			Experienced no problems			exclusive
SAC6597	B	Please tell us about your FAQ search experience.			Text Area – no character limit		N	Skip Logic	OE_Search
	C	If your initial Search effort was unsuccessful, what did you do next?	Nothing, I found the answer(s) I needed right away		Checkbox One Up Vertical	Multi	Y	Skip Logic	Search Next Steps
			Used different key words or phrases and tried to search again
			Used the Narrow Your Search options
			Browsed by Topic in an effort to find my answer(s)
			Browsed All Frequently Asked Questions to find my answer(s)
			Terminated my FAQ session
			Other, please specify	Z
	Z	Please tell us what you did next after the initial search was unsuccessful.			Text Area – no character limit		N	Skip Logic	OE_Search Next Steps
	D	How easy was it to scroll through the FAQ search results to find the answer to your question?	The answer was easy to spot		Checkbox One Up Vertical	Multi	Y	Skip Logic	Search Scroll
			The answer was near the top of the list
			The answer was far down the page
			The answer was on the second (or a later) page
			I had to open too many answers
			None of the above
SAC6598		What will your next step(s) be relative to the information you were seeking? (choose the one that most applies)	I got the information I was seeking and have no plans to follow up with SSA		Radio Button One Up Vertical	Single	Y		Next Steps
			I will conduct my SSA business online (if available)
			I will visit my local SSA office
			I will call my local SSA office
			I will call the SSA Toll Free 800 Number
			I will email SSA
			I did not get the information I was seeking but have no plans to follow up with SSA
			Not sure what my next steps will be
SAC6599		How frequently do you visit SSA’s FAQ section?	First time		Radio Button One Up Vertical	Single	Y		Visit Frequency
			At least once a week
			At least once a month
			At least once every six months
			At least once a year
			Not sure
SAC6600		What is your age group?	Under 18		Dropdown (Select-one)	Single	N		Age
			18-24
			25-44
			45-54
			55-64
			65+
SAC6601		Do you have any suggestions for improving the FAQ section?			Text Area – no character limit		N		Improve

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Sheet 4: Custom Questions 1-16-13

Model Instance Name:

red & strike-through: DELETE

SSA FAQ v2

underlined & italicized: RE-ORDER

MID: IFxoFIs5REN1losJFoNtJQ==

pink: ADDITION

Date:

12/27/2011

blue + -->: REWORDING

violet (bold): SKIP-LOGIC

SSA FAQ v2 CUSTOM QUESTION LIST

QID

Skip Logic Label

Question Text

Answer Choices (limited to 50 characters)

Skip to

Type (select from list)

Single or Multi

Required Y/N

Special Instructions

CQ Label

SAC6575

Are you currently receiving Social Security Benefits?

Yes

Dropdown (Select-one)

Single

Y

Receiving SS Benefits

Types

No

Open-ended

Not Sure

Text Field – limited to 100 characters

SAC6576

Which of the following topics were you were looking for within the FAQs? (check all that apply)

Social Security Benefit Statement (Form SSA-1099)

Checkbox One Up Vertical

Multi

Y

Skip Logic

Topic

Radio Button Two Up Vertical

Annual Social Security Statement

Radio Button Three Up Vertical

Social Security Card or Number

A

Radio Button Scale Has Don’t Know

Retirement Benefits

B

Radio Button Scale No Don’t Know

Social Security Disability Benefits

C

Checkbox One Up Vertical

Supplemental Security Income (SSI) Payments

D

Checkbox Two Up Vertical

Survivor Benefits

E

Checkbox Three Up Vertical

Medicare Benefits

F

Select-multiple Show Two

Address change

Select-multiple Show Three

Direct deposit of monthly check

Select-multiple Show Four

Paying taxes on Social Security benefits

Other, please specify

Z

SAC6577

A

What Social Security card or number information were you seeking today?

Replacing a lost or stolen Social Security card

Radio Button One Up Vertical

Single

Y

Skip Logic

SSCard/#

Radio Button Two Up Vertical

Changing a name on a Social Security card

Radio Button Three Up Vertical

Requesting a Social Security card for a minor child

Radio Button Scale Has Don’t Know

Learning what documents are needed

Radio Button Scale No Don’t Know

Other, please specify

AA

Checkbox One Up Vertical

SAC6578

AA

Please tell us what other Social Security card or number information you wanted.

Text Area – no character limit

N

Skip Logic

OE_SSCard/#

SAC6579

B

What best describes the subject of your Retirement Benefits question?

Applying for Retirement benefits – how and when

Radio Button One Up Vertical

Single

Y

Skip Logic

Retirement

Radio Button Two Up Vertical

Estimating Retirement benefits

Radio Button Three Up Vertical

Working while receiving Retirement benefits

Learning what documents are needed to file for Retirement benefits

Radio Button Scale Has Don’t Know

Learning about benefits for a spouse and/or child(ren)

Radio Button Scale No Don’t Know

Other, please specify

BB

Checkbox One Up Vertical

SAC6580

BB

Please tell us about your Retirement Benefits question.

Text Area – no character limit

N

Skip Logic

OE_Retirement

SAC6581

C

What best describes the subject of your Social Security Disability benefits question?

Applying for Disability benefits – how and when

Radio Button One Up Vertical

Single

Y

Skip Logic

Disability

Radio Button Two Up Vertical

Learning about benefits for spouse and/or child(ren)

Radio Button Three Up Vertical

Appealing an adverse Disability decision – how and when

Working while disabled

Radio Button Scale Has Don’t Know

Other, please specify

CC

Checkbox One Up Vertical

SAC6582

CC

Please tell us about your Social Security Disability question.

Text Area – no character limit

N

Skip Logic

OE_Disability

SAC6583

D

What Supplemental Security Income (SSI) information were you seeking?

Applying for SSI payments – how and when

Radio Button One Up Vertical

Single

Y

Skip Logic

SSI

Radio Button Two Up Vertical

Learning the difference between SSI and Social Security benefit payments

Radio Button Three Up Vertical

Learning what affects SSI payments (e.g., work, property, savings, inheritance, etc.)

Learning if a spouse and/or child(ren) can receive payments from my SSI record

Radio Button Scale Has Don’t Know

Other, please specify

DD

Checkbox One Up Vertical

SAC6584

DD

Please tell us about your Supplemental Security Income (SSI) question.

Text Area – no character limit

N

Skip Logic

OE_SSI

SAC6585

E

What Survivor Benefits information were you seeking?

Applying for Survivor Benefits - how and when

Radio Button One Up Vertical

Single

Y

Skip Logic

Survivor Benefits

Radio Button Two Up Vertical

Receiving Survivor Benefits AND my own retirement benefit

Radio Button Three Up Vertical

Receiving Survivor Benefits on a divorced spouse’s record

Obtaining necessary documents needed to file for survivor benefits

Radio Button Scale Has Don’t Know

Learning how remarriage affects my survivor benefits

Radio Button Scale No Don’t Know

Other, please specify

EE

Checkbox One Up Vertical

SAC6586

EE

Please tell us about your Survivor Benefits question.

Text Area – no character limit

N

Skip Logic

OE_Survivor

SAC6587

F

What best describes the subject of your Medicare question?

How to apply for Medicare benefits – how and when?

Radio Button One Up Vertical

Single

Y

Skip Logic

Medicare

Radio Button Two Up Vertical

What documents are needed to file for Medicare

Radio Button Three Up Vertical

Who is eligible for Medicare

What is covered under the Medicare program

What are the Medicare premiums

Radio Button Scale Has Don’t Know

What is the Medicare Prescription Drug Plan

Radio Button Scale No Don’t Know

Other, please specify

FF

Checkbox One Up Vertical

SAC6588

FF

Please tell us about your Medicare question.

Text Area – no character limit

N

Skip Logic

OE_Medicare

SAC6589

Z

Please tell us what other information you were seeking.

Text Area – no character limit

N

Skip Logic

OE_Topic

SAC6590

Did we answer your question(s)?

Yes, my question (s) was answered completely

A

Dropdown (Select-one)

Single

Y

Skip Logic

Answer Questions

Yes, my question (s) was answered partially

A, B

No, my question (s) was not answered at all

B

SAC6591

A

Did the answer(s) you received using our FAQs help you accomplish your task with Social Security?

Yes

Dropdown (Select-one)

Single

Y

Skip Logic

Help Accomplish

No

Partially

SAC6592

B

What was your question? Please explain:

Text Area – no character limit

N

Skip Logic

OE_No Answer

SAC6593

Please tell us if you had any of the following concerns or problems while using the FAQs? (check all that apply)

Could not figure out the best way to find the answers I needed

Checkbox One Up Vertical

Multi

N

Skip Logic

Problems

Radio Button Two Up Vertical

Too many answers to choose from

Radio Button Three Up Vertical

Answer link(s) did not take me where I expected

Found the answer link(s) difficult to understand

Answers were too long

Had difficulty understanding the information in the answer

Experienced technical difficulties (e.g. broken links, error messages)

Took me too long to search through the FAQs

Other, please specify

A

Experienced no problems

exclusive

Checkbox One Up Vertical

SAC6594

A

Please tell us about your concerns or problems using the FAQs.

Text Area – no character limit

N

Skip Logic

OE_Problems

SAC6595

Which FAQ feature(s) did you use today? (check all that apply)

Most Popular Answer links

Checkbox One Up Vertical

Multi

Y

Skip Logic

FAQ Feature

Radio Button Two Up Vertical

Most Popular Topic links

Radio Button Three Up Vertical

Browse All Topic links

FAQ Search Box

A

Not sure

None of the above

exclusive

SAC6596

A

Which of the following, if any, did you experience while using the FAQ Search tool today? (check all that apply)

Results were not relevant to my search terms or needs

Checkbox One Up Vertical

Multi

Y

Skip Logic

Search

Radio Button Two Up Vertical

I was not sure what words to use in my search

Radio Button Three Up Vertical

Search required too many refinements to get to what I wanted

Returned too many results

Returned not enough results

Returned no results

Returned results were too similar or redundant

Other, please specify

B

Experienced no problems

exclusive

SAC6597

B

Please tell us about your FAQ search experience.

Text Area – no character limit

N

Skip Logic

OE_Search

SAC6598

What will your next step(s) be relative to the information you were seeking? (choose the one that most applies)

I got the information I was seeking and have no plans to follow up with SSA

Radio Button One Up Vertical

Single

Y

Next Steps

Radio Button Two Up Vertical

I will conduct my SSA business online (if available)

Radio Button Three Up Vertical

I will visit my local SSA office

I will call my local SSA office

I will call the SSA Toll Free 800 Number

I will email SSA

I did not get the information I was seeking but have no plans to follow up with SSA

Not sure what my next steps will be

SAC6599

How frequently do you visit SSA’s FAQ section?

First time

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Single

Y

Visit Frequency

Radio Button Two Up Vertical

At least once a week

Radio Button Three Up Vertical

At least once a month

At least once every six months

At least once a year

Not sure

SAC6600

What is your age group?

Under 18

Dropdown (Select-one)

Single

Y

Age

18-24

N

25-44

45-54

55-64

65+

SAC6601

Do you have any suggestions for improving the FAQ section?

Text Area – no character limit

N

Improve