Form Not Applicable Not Applicable FTC CallSat Questionnaire

FTC Questionnaire

2022 Final

FTC CallSat Questionnaire
2022 Final (9/19/22)
Note: Headings (in bold) and question numbers are not to be read.
Introduction
Hello. You have been selected to participate in a survey about your recent experience with the
Federal Trade Commission’s Consumer Response Center. This survey will take approximately 4
minutes and is authorized under Office of Management and Budget Control Number 3084-0159
which expires July 31, 2023. Your participation in the survey is voluntary. No personal information
will be collected. To participate in the survey, press 1.
Purpose of call
Q1.

Using the numbers on your telephone keypad please press the number that best describes
the purpose of your recent call to us. Press “1” for ““Report a Scam or a bad business
practice”,” Press “2” for ““Report identity theft”, Press “3” for “Update a report or check the
status of a report”, Press “4” for “Request information or ask a question”, And Press “5” for
“Something Else”. Press * to repeat this question.

Q1A: You selected “Other” for the purpose of your call. Briefly describe the purpose of your call.
Press pound when you are done.

Demographics
Q2.

How did you know to call the FTC? Press “1” for “TV or radio,” press “2” for “Newspaper or
magazines,” press “3” for “Internet,” press “4” for “Business or financial institution,” press
“5” for “FTC brochure or related material,” press “6” for “Government or law enforcement
agency,” press “7” for “Other.” Press * to repeat this question.

Q3. Before calling did you visit the FTC website to file a report? Press “1” for “Yes,” press “2” for
“No”, press “0” for “Does not apply.” Press * to repeat this question.
Q3 A: You selected “Yes” to visiting the FTC website to file a report. Which one of these options
explains why you called the FTC after visiting an FTC website. Press “1” for “I wanted to
speak with a live representative”. Press “2” for “I didn’t find the answer I needed on the
website”. Press “3” for “I had trouble with the website”. Press “4” for “Something else”.
Press * to repeat this question.
Q3 B: You selected “No” to visiting the FTC website to file a report. Which one of these options
explains why you did not visit an FTC website to file your report. Press “1” for “I didn’t know
the FTC had a website”. Press “2” for “I don’t have internet access”. Press “3” for
“Something else”. Press * to repeat this question.
IVR
The following question is about the automated system that handled your call.
Q4.

How easy was it to access the information available within the automated system? Use the
numbers on your telephone keypad for a scale of “1” to “9,” where “1” is “poor” and “9” is
“excellent.” Press “0” for “Does not apply.” Press * to repeat this question.

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On Hold/Wait time
Q5.

Please rate your wait time to speak with an agent. Use the numbers on your telephone
keypad for a scale of “1” to “9,” where “1” is “poor” and “9” is “excellent.” Press * to repeat
this question.

Agent
The following questions are about the agent who helped you.
Q6.

Please rate the courtesy of the agent who helped you. Use the numbers on your telephone
keypad for a scale of “1” to “9” where “1” is “poor” and “9” is “excellent.” Press * to repeat
this question.

Q7.

Please rate the communication skills of the agent who helped you. Use the numbers on
your telephone keypad for a scale of “1” to “9” where “1” is “poor” and “9” is “excellent.”
Press * to repeat this question.

Q8.

Please rate the knowledge of the agent who helped you. Use the numbers on your
telephone keypad for a scale of “1” to “9” where “1” is “poor” and “9” is “excellent.” Press *
to repeat this question.

Q9.

Please rate the ability of your agent to answer your question. Use the numbers on your
telephone keypad for a scale of “1” to “9” where “1” is “poor” and “9” is “excellent.” Press “0”
for “Does Not Apply”. Press * to repeat this question.

ACSI Benchmark Questions
Q10.

Using a scale where “1” means “Very dissatisfied” and “9” means “Very satisfied,” please
rate your satisfaction with the service you received. Press * to repeat this question.

Q11.

Using a scale where “1” means “Falls short of expectations” and “9” means “Exceeds
expectations,” please rate the service you received in terms of your expectations. Press
* to repeat this question.

Q12.

Now imagine an ideal customer service experience. How does the service you received
compare with that ideal service experience? Please use a scale where “1” means “Not
very close to the ideal,” and “9” means “Very close to the ideal.” Press * to repeat this
question.

Closing
Q13. One final question, did you get the information you needed during your call? Press “1” for
“Yes”, press “2” for “No”, press “0” for “Does not apply.” Press * to repeat this question.

The Federal Trade Commission would like to thank you for taking our survey. Your feedback is
very important to us. Goodbye.

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