USPTO Patent, OCIO and OCFO Contact Centers Survey

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Overview

Welcome and Thank You Text
Model Questions
Custom Questions

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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.

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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)

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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
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				Outstanding=10
				Don't know
SBD8915Q002			Knowledge	1=Needs Improvement			Y	Radio button, scale, has don't know		Knowledge
				2
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				Outstanding=10
				Don't know
SBD8915Q003			Helpfulness	1=Needs Improvement			Y	Radio button, scale, has don't know		Helpfulness
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				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
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				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
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				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
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				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
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				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