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. |
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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. |
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Model Name | USPTO Patent, OCIO and OCFO Contact Centers V2 | ||||
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) |
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) |
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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) |
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Model Name | USPTO Patent, OCIO and OCFO Contact Centers V2 | |||||||||
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 | |||||
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Outstanding=10 | ||||||||||
Don't know | ||||||||||
SBD8915Q002 | Knowledge | 1=Needs Improvement | Y | Radio button, scale, has don't know | Knowledge | |||||
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SBD8915Q003 | Helpfulness | 1=Needs Improvement | Y | Radio button, scale, has don't know | Helpfulness | |||||
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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 | |||||||||
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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 | |||
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Strongly agree=10 | ||||||||||
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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 | |||||
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Strongly agree=10 | ||||||||||
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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 | |||||
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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 | |||||
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Strongly agree=10 | ||||||||||
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SBD8915Q010 | Which of the following best describes you? | Y | Radio button, one-up vertical | Skip Logic Group* | Role | |||||
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SBD8915Q011 | A | Please specify the role that best describes you. | N | Text field, <100 char | Skip Logic Group* | OE_Role |
File Type | application/vnd.openxmlformats-officedocument.spreadsheetml.sheet |
File Modified | 0000-00-00 |
File Created | 0000-00-00 |