USPTO Patent, OCIO and OCFO Contact Centers Survey

Generic Clearance for Managing Customer Experience and Improving Service Delivery OMB Circular A-11, Section 280

Copy of USPTO Patent OCIO and OCFO Contact Centers Question List.xlsx

USPTO Patent, OCIO and OCFO Contact Centers Survey

OMB: 0690-0035

Document [xlsx]
Download: xlsx | pdf

Overview

Welcome and Thank You Text
Model Questions
Custom Questions


Sheet 1: Welcome and Thank You Text

Welcome and Thank You Text





Welcome Text





Thank you for visiting. You've been randomly chosen to take part in a brief survey to let us know what we're doing well and where we can improve.

Please take a few minutes to share your opinions, which are essential in helping us provide the best online experience possible.




























Thank You Text





Thank you for taking our survey - and for helping us serve you better.

Please note you will not receive a response from us based on your survey comments. If you would like us to contact you about your feedback, please visit the Contact Us section of our website.
































Sheet 2: Model Questions

Model Name
USPTO Patent, OCIO and OCFO Contact Centers V2
Red & Strike-Through: Delete
Model ID
gtlQR8Rw4YIZwpcAk5V1ow4C
Underlined & Italicized: Re-order
Partitioned
No
Pink: Addition
Date


Blue: Reword
Model Version
18.1.J









Label Satisfaction Questions
Label




Satisfaction

Confidence (1=Not At All Confident, 10=Very Confident)
1 Satisfaction - Overall What is your overall satisfaction with your customer service experience?
(1=Very Dissatisfied, 10=Very Satisfied)
4 Confidence Please rate your confidence in the USPTO as a result of this customer service experience.
2 Satisfaction - Expectations How well did your customer service experience meet your expectations?
(1=Fell Short, 10=Exceeded)



3 Satisfaction - Ideal How well did your customer service experience compare to your idea of an ideal customer service experience?
(1=Not Very Close, 10=Very Close)




















































































































































Sheet 3: Custom Questions

Model Name

USPTO Patent, OCIO and OCFO Contact Centers V2


Red & Strike-Through: Delete


Model ID

gtlQR8Rw4YIZwpcAk5V1ow4C


Underlined & Italicized: Re-order

Partitioned

No


Pink: Addition

Date





Blue: Reword













QID AP Question Tag Skip From Question Text Answer Choices Skip To AP Answer Tag Required
Y/N
Type Special Instructions CQ Label
SBD8915Q001

When thinking about the customer service representative who assisted you in the contact center, how would you rate the agent on the following: (On a scale of 1-10, with "1" being "needs improvement" and 10 being "outstanding.") Professionalism 1=Needs Improvement

Y Radio button, scale, has don't know
Professionalism




2









3









4








5









6









7









8









9









Outstanding=10









Don't know





SBD8915Q002

Knowledge 1=Needs Improvement

Y Radio button, scale, has don't know
Knowledge




2









3









4









5









6









7









8









9









Outstanding=10









Don't know





SBD8915Q003

Helpfulness 1=Needs Improvement

Y Radio button, scale, has don't know
Helpfulness




2









3









4









5









6









7









8









9









Outstanding=10









Don't know





SBD8915Q004

Was your question or issue resolved by the customer service representative? Yes

Y Radio button, one-up vertical Skip Logic Group* Issue resolved




No A








Don't know





SBD8915Q005
A Please rate your agreement with the statement: I now know which action to take to resolve my need or issue following my call. 1=Strongly disagree

Y Radio button, scale, has don't know Skip Logic Group* Know action




2









3









4









5









6









7









8









9









Strongly agree=10









Don't know





SBD8915Q006

Based on your interaction with the USPTO, please share any suggestions for improvements that the customer service representative or contact center could make to improve the customer service experience.


N Text area, no char limit
OE_Suggestions
SBD8915Q007

When thinking about your overall experiences across multiple interactions with the USPTO, how would you rate your agreement with the following statements: (On a scale of 1-10, with "1" being "strongly disagree" and "10" being "strongly agree") Guidance and communications I've received from the USPTO were clear and simple to understand. 1=Strongly disagree

Y Radio button, scale, has don't know
Guidance clear




2









3









4









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6









7









8









9









Strongly agree=10









Don't know





SBD8915Q008

I've found it easy to complete what I needed to do. 1=Strongly disagree

Y Radio button, scale, has don't know
Easy to complete




2









3









4









5









6









7









8









9









Strongly agree=10









Don't know





SBD8915Q009

I've found that the amount of time to complete what I needed to do for each step was reasonable. 1=Strongly disagree

Y Radio button, scale, has don't know
Time to complete




2









3









4









5









6









7









8









9









Strongly agree=10









Don't know





SBD8915Q010

Which of the following best describes you? Entrepreneur/Business Professional

Y Radio button, one-up vertical Skip Logic Group* Role




Inventor









IP Professional: Attorney









IP Professional: Paralegal









IP Professional: Agent









USPTO Employee









Other, please specify A




SBD8915Q011
A Please specify the role that best describes you.


N Text field, <100 char Skip Logic Group* OE_Role
File Typeapplication/vnd.openxmlformats-officedocument.spreadsheetml.sheet
File Modified0000-00-00
File Created0000-00-00

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