Form 1031 2017 1031 ANC Family Questionnaire

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Overview

Welcome and Thank You Text
Model Qsts
Current CQs

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Sheet 1: Welcome and Thank You Text

Welcome and Thank You Text
	Welcome Text			Thank You Text
	The Arlington National Cemetery staff thank you for your feedback. Please take a few minutes to share your opinions, which are essential in helping us improve.			Thank you for taking our survey. The Arlington National Cemetery staff appreciates your responses.

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Sheet 2: Model Qsts

Model Name		Arlington National Cemetery Funeral					Red & Strike-Through: Delete
Model ID		tkEwNFkBJwt5sBJxdApoMg4C					Underlined & Italicized: Re-order
Partitioned		No					Pink: Addition
Date		8/29/2017					Blue: Reword
	Label	Element Questions		Label	Satisfaction Questions		Label	Future Behaviors
		Accessibility (1=Poor, 10=Excellent, Don't Know)			Satisfaction			Commitment (1=Strongly Disagree, 10=Strongly Agree)
	Appointment – Convenience	Please rate the accessibility of the ANC staff on the following: The number of calls or emails to coordinate funeral service		Satisfaction - Overall	What is your overall satisfaction with your ANC funeral experience? (1=Very Dissatisfied, 10=Very Satisfied)		Commitment	Please rate your level of agreement with the following: Arlington National Cemetery is committed to honoring military servicemen and servicewomen and their families.
	Appointment – Simplicity	The flexibility of staff to accommodate your schedule		Satisfaction - Expectations	How well did the ANC funeral experience meet your expectations? (1=Fell Short, 10=Exceeded)			Recommend Funeral (1=Very Unlikely, 10=Very Likely)
	Appointment – Flexibility	Timeliness of follow-up phone calls or emails		Satisfaction - Ideal	How well did your ANC funeral experience compare to your idea of an ideal military funeral? (1=Not Very Close, 10=Very Close)		Recommend Funeral	How likely are you to recommend Arlington National Cemetery as a final resting place to an eligible veteran or family member?
		Knowledge (1=Poor, 10=Excellent, Don't Know)
	Knowledge – Understanding	Please rate the knowledge of ANC staff on the following: Quick understanding of your questions or concerns
	Knowledge – Directness	Ability to directly answer your questions
	Knowledge – Accuracy	Accuracy of the information provided
		Engagement (1=Poor, 10=Excellent, Don't Know)
	Engagement - Proactive	Please rate the engagement of ANC staff on the following: Proactive involvement to help you make decisions
	Engagement - Options	Providing additional information or options for your consideration
	Engagement - Anticipate	Effort to anticipate your needs
		Professionalism (1=Poor, 10=Excellent, Don't Know)
	Professionalism – Understandable	Please rate the professionalism of ANC staff in the following areas: Use of understandable terms during your conversations
	Professionalism – Responsiveness	Responsiveness to your questions or concerns
	Professionalism – Courtesy	Courtesy shown to you throughout
		Process (1=Poor, 10=Excellent, Don't Know)
	Process - Time	Thinking about the entire process, please rate: Total time taken to complete necessary steps
	Process - Procedures	The procedures and documentation required to schedule and complete the funeral
	Process - Efficiency	The number of steps to complete the funeral process

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Sheet 3: Current CQs

Model Name	Arlington National Cemetery Funeral					Red & Strike-Through: Delete
Model ID	tkEwNFkBJwt5sBJxdApoMg4C					Underlined & Italicized: Re-order
Partitioned	No					Pink: Addition
Date	8/29/2017					Blue: Reword
QID	QUESTION META TAG	Skip From	Question Text	Answer Choices	Skip To	Required Y/N	Type	Special Instructions	CQ Label
AML6072Q001	Visit Frequency		Have you ever visited the Arlington National Cemetery (ANC) before?	Yes		Y	Radio button, one-up vertical		First Visit
				No
AML6072Q002			Was this your first time attending an Arlington National Cemetery Funeral?	Yes		Y	Radio button, one-up vertical		First ANC Funeral
				No
AML6072Q003			During the funeral procession, did you…	Walk		Y	Radio button, one-up vertical		Procession
				Ride in a vehicle
				Both
AML6072Q004			Which of the following weather conditions did you experience (select all that apply):	Rainy and wet		Y	Checkbox, one-up vertical		Weather
				Hot
				Cold
				Windy
				None of these conditions occurred, weather was good				Mutually Exclusive
AML6072Q005			Please rate the care and empathy shown to you by the Arlington National Cemetery staff.	1=Not caring and empathetic	J	Y	Radio button, scale, no don't know		Empathy
				2	J
				3	J
				4	J
				5	J
				6	J
				7	J
				8
				9
				Very caring and empathetic=10
KAU0112665		J	Please tell us what Arlington National Cemetery could do to improve the care and empathy shown to you by the ANC staff.			N	Text area, no char limit	Skip Logic Group*	OE_Low Empathy
AML6072Q006			Which of the following areas, if any, fell short of expectations? (Please select all that apply.)	Establishing eligibility of the deceased	A	Y	Checkbox, one-up vertical	Skip Logic Group*	Fell short
				Scheduling an appropriate date for the ANC funeral	A
				Coordination for transfer of remains to ANC	A
				Arlington National Cemetery facilities	B
				Order of events on the day of the funeral	C
				Headstone or Niche Cover
				Other (Specify)	E
				Nothing fell short of expectations				Mutually Exclusive
AML6072Q007		E	Please describe which area(s) fell short of your expectations.			N	Text area, no char limit	Skip Logic Group*	OE_Fell short
AML6072Q008		A	Thinking about Arlington National Cemetery staff you spoke with regarding eligibility or scheduling, which of the following issues, if any, did you experience? (Please select all that apply.)	Was not timely or responsive to phone calls or emails		Y	Checkbox, one-up vertical	Skip Logic Group*	Eligible Schedule Issues
				Written exchanges did not communicate points effectively				Randomize
				Not treated in a caring and empathetic manner
				Did not provide helpful options or suggestions
				Did not know key areas of the process
				Process to establish burial eligibility	G
				Final date of funeral was not convenient
				Other (Specify)	F			Anchor Answer Choice
				No issues occurred				Mutually Exclusive
AML6072Q009		F	Please describe the eligibility or scheduling issues you experienced.			N	Text area, no char limit	Skip Logic Group*	OE_Elig_Sch Issues
AML6072Q010		G	Which aspects of the process to establish burial eligibility did you have an issue?			N	Text area, no char limit	Skip Logic Group*	OE_Burial Eligibility
AML6072Q011		B	Thinking about the Arlington National Cemetery facilities on the day of the funeral, which of the following areas, if any, experienced issues? (Please select all that apply.)	Parking availability		Y	Checkbox, one-up vertical	Skip Logic Group*	Facility Issues
				Occupancy capacity for attendees				Randomize
				Handicap accessibility
				Interior furnishings and appearance
				Area to meet with cemetery representative
				Overall cleanliness
				Other (Specify)	G			Anchor Answer Choice
				No issues occurred				Mutually Exclusive
AML6072Q012		G	Please describe the facility issues you experienced.			N	Text area, no char limit	Skip Logic Group*	OE_Facility Issues
AML6072Q013		C	Thinking about the Order of Events on the day of the funeral, which of the following issues, if any, did you experience? (Please select all that apply.)	Not enough guidance of funeral attendees through the order of events		Y	Checkbox, one-up vertical	Skip Logic Group*	Event Issues
				Staff representative was not responsive to my questions or concerns				Randomize
				Was not shown courtesy throughout the day's events
				The pace of the procession was too fast
				The manner of the procession was not orderly
				The gravesite and surrounding area was not in good condition
				The gravesite set up did not properly accommodate my friends and family
				The appearance and upkeep of cemetery grounds was poor
				The deceased was not properly acknowledged and honored
				The ceremony did not allow time to say goodbye
				Other (Specify)	H			Anchor Answer Choice
				No issues occurred				Mutually Exclusive
AML6072Q014		H	Please describe the order of events issues you experienced.			N	Text area, no char limit	Skip Logic Group*	OE_Event Issues
NEL0100830			How many people attended the service?	0-50		Y	Radio button, one-up vertical		Attendees
				51-100
				More than 100
				Don't know/ not sure
NEL0100831			Which of the following best describes your relation to the deceased?	Spouse		Y	Radio button, one-up vertical		Relation
				Parent
				Sibling
				Daughter
				Son
				Aunt
				Uncle
				Cousin
				Friend
				Chaplain
				Other
KAU0112666			Did you research the process for scheduling a funeral and/or establishing eligibility on the Arlington National Cemetery website prior to calling ANC?	Yes	L	Y	Radio button, one-up vertical	Skip Logic Group*	Online Research
				No
				Don't remember
KAU0112667		L	How would you rate the helpfulness of the online resources?	Helpful		Y	Radio button, one-up vertical	Skip Logic Group*	Rate Online Resources
				Neutral
				Not helpful	M
KAU0112668		M	What one improvement would make the online resources more useful?			N	Text area, no char limit	Skip Logic Group*	OE_Online Improve
AML6072Q015			Was the funeral service conducted at Arlington National Cemetery for your loved one worth the wait?	Yes		Y	Radio button, one-up vertical		Worth the Wait
				No
				Don't know/ not sure
AML6072Q016			To what extent do you agree with the following statement: Arlington National Cemetery has the ability to respectfully maintain my loved one's gravesite.	1=Completely disagree	K	Y	Radio button, scale, no don't know		Maintain Grave site
				2	K
				3	K
				4	K
				5	K
				6	K
				7	K
				8
				9
				Completely agree=10
KAU0112669		K	Please tell us what Arlington National Cemetery could do to improve the respectful maintenance of your loved one's grave.			N	Text area, no char limit	Skip Logic Group*	OE_Low Empathy
AML6072Q017			To what extent do you agree with the following statement: Arlington National Cemetery is the nation's premier military cemetery and interment/inurnment at Arlington National Cemetery is the highest honor that could be rendered for our loved one's military service to the nation.	1=Completely disagree		Y	Radio button, scale, no don't know		Premier cemetery
				2
				3
				4
				5
				6
				7
				8
				9
				Completely agree=10
AML6072Q018			Is there anything else you'd like to tell us about your experience with Arlington National Cemetery?			N	Text area, no char limit		OE_Experience