Justification
for Non-substantive change for RI 10-72,
Customer Satisfaction
Survey
FY
2016 Customer Satisfaction Survey (CSS)
RS
periodically asks OPM survey psychologists to review the CSS for
potential improvements. This was done for the 2013 CSS. Based on the
psychologist's suggestions the following non-substantive changes were
made: 1)
Response sets were reversed to run positive to negative;
2)
Three questions that very few annuitants answer were deleted; 3)
Four sub-headers were added identifying for the annuitants the
purpose of question groups. The 2014 CSS added one new question
(Question 12.) The 2015 CSS added one new question (Question 1). The
2016 CSS deleted two questions and added one question (Question 11).
The only other changes are editorial and date references. 4)
In order to conduct more business on-line, an on-line link to the
survey will be emailed to annuitants in the survey sample who have
registered their email address with OPM.
The
hardcopy and on-line surveys are identical.
| File Type | application/msword |
| Author | Windsor, Miles E. |
| Last Modified By | Benson, Cyrus S |
| File Modified | 2016-07-11 |
| File Created | 2016-07-11 |