The Question Bank is divided into the following sections:
1. Service/Product Delivery
2. Access and Facilities (Single Channel)
2a. Access and Facilities (Multi-Channel)
4. Payment Process
5. Service Standards
6. General Questions
7. Overall Evaluation
8. Information About You (for external clients)
9. Information About You and Your Organization (for internal clients)
10. Comments (open-ended questions)
While not all sections are structured in the same way, a typical one will contain the following elements:
Contextual Questions – designed to collect specific information relating to service experience (e.g., When did you last use this service?).
Scaled Questions – includes questions with 5-point agreement and importance response scales which are designed to collect feedback related directly to the level of client’s satisfaction with specific elements of service delivery (e.g., I feel that my confidentiality is fully protected. How much do you agree with the statement?).
In addition, a typical section would contain one or more summary questions meant to address the overall satisfaction with the particular service aspect (e.g., Overall I was satisfied with the method of accessing the service. How much do you agree with the statement?).
Suggestions for Improvement – designed to collect client feedback with respect to areas in need of improvement and provides respondents with opportunity for submitting further comments. It includes open-ended questions (e.g., If you found that the service/product location was not convenient, where would you like the facility to be located?).