1525-0012-109 Qualitative Customer Research Survey

National Analysts Worldwide Study #U005-17-XXX

May, 2008

SCREENER

U.S. MINT CUSTOMERS – CITY

ask TO SPEAK TO PERSON NAMED on list

GET A MIX

( ) female

GET A MIX

( ) male

DO NOT RECRUIT PEOPLE WITH HEAVY ACCENTS

RESPONDENT NAME:

ADDRESS:

CITY/STATE: ZIP CODE:

TELEPHONE #: FAX #:

GROUP SCHEDULE

Date, 2008

Group 1 ( ) 6:00 PM to 8:00 PM -- U.S. Mint Customers – Experienced a Customer Service Issue

Group 2 ( ) 8:00 PM to 10:00 PM -- U.S. Mint Customers – Experienced a Customer Service Issue

SUGGESTED INTRODUCTION: Hello, I'm __________________________ calling for National Analysts, a marketing research firm based in Philadelphia. This is not a sales call. We are conducting a research study for The United States Mint, and are inviting people who meet certain qualifications to participate in an informal group discussion on (DAY/DATE).

Are you free on that date?

Yes ( )

No ( ) THANK AND TERMINATE

I’d like to ask you a few questions. This survey is strictly voluntary. We are also required, by law, to report to you the OMB Control Number for this public information request. That number is OMB#1525-0012-xx.

1. Do you, or does anyone in your household or family, own or work for? (READ)

Yes No

A) A coin dealer, or a retail store that sells coins? ( ) ( )

B) A newspaper, radio station, or television station? ( ) ( )

C) The United States Mint? ( ) ( )

D) An advertising agency? ( ) ( )

E) A market research company? ( ) ( )

F) A company that manufactures or markets ( ) ( )

collectible items (dolls, cards, memorabilia, etc.)

IF "YES" TO ANY THANK AND TERMINATE

2. Have you ever attended a group discussion for market research purposes?

Yes ( )

No ( ) SKIP TO Q. 4

3. When was the last time you attended?

MONTH YEAR

TERMINATE IF WITHIN THE PAST 3 MONTHS

4. In the past year, have you sold any U.S. coins for income purposes other than to round out a personal collection? (IF NECESSARY, PROBE: Are you a coin dealer?)

Yes ( ) THANK AND TERMINATE

No ( )

5. When was the most recent time that you purchased coins or coin-related items from the U.S. Mint? Was it: (READ. CHECK APPROPRIATE BOX)

Within the past 12 months, ( )

1 to 2 years ago, ( )

________________________________________________________________________

3 to 4 years ago, or ( )

TERMINATE

More than 4 years ago? ( )

6. Have you contacted U.S. Mint customer service and/or called the 1-800-USA-MINT helpline in the past 3 months?

Yes ( )

No ( ) THANK AND TERMINATE

7. Overall, how would you rate your experience with the U.S. Mint’s customer service and/or helpline? (READ.)

Outstanding ( )

TERMINATE

Good ( )

________________________________________________________________________

Fair ( )

Poor ( )

8. Which, if any, of the following caused you to say your experience with the U.S. Mint’s customer service or helpline was fair or poor? (READ. CHECK APPROPRIATE BOXES.)

	Select All That Apply
I had to wait too long on the phone before speaking with a U.S. Mint representative	□
The U.S. Mint did not follow through with what they said they would do	□
The U.S. Mint representative…
…was not knowledgeable	□
…was hard to understand	□
…was rude/discourteous	□
…was unable to answer my questions	□
…was not helpful	□
…gave me inaccurate information	□
…made a mistake on my order	□
Other (Specify)_________________________	□

9. In the past two years, which of the following items, if any, did you purchase from the U.S. Mint? (READ AND CHECK ALL THAT APPLY)

Uncirculated Coin Sets, ( )

Annual Silver Proof Sets, ( )

Annual Proof Sets, ( )

5-Coin Quarter Proof/Silver Proof Sets, ( )

Presidential $1 coins ( )

__________________________________________________________________________________________

Commemorative Coins, ( )

__________________________________________________________________________________________

Bags/Rolls, ( )

American Eagle Silver Coins, ( )

__________________________________________________________________________________________

American Eagle Gold Coins, ( )

__________________________________________________________________________________________

American Eagle Platinum Coins, ( )

American Buffalo Gold Coins, ( )

Medals, or ( )

Other items, such as maps, holders, jewelry?

_________________________________ ( )

(SPECIFY)

GET A MIX OF PRODUCT TYPES PURCHASED

10. In a year, approximately how much money do you spend, on average, on products from the U.S. Mint? (RECORD AMOUNT, ROUND TO NEAREST DOLLAR)

$_____________ spent per year

RECRUIT 3-4 FROM <$100 SAMPLE

RECRUIT 3-4 FROM $100-$499 SAMPLE

RECRUIT 3-4 FROM $500+ SAMPLE

11. Is your age: (READ)

Under 18, ( ) TERMINATE

____________________________________________________

18 to 30, ( ) GET

31 to 45, ( ) AN EVEN

46 to 59, ( ) MIX

_____________________________________________________

60 to 70, or ( ) NO MORE THAN

Over 70? ( ) ONE PER GROUP

12. Are you: (READ)

Married or living as married, ( ) GET

Separated, divorced or widowed, or ( ) A

Single? ( ) MIX

13. What is the last grade of school you completed? Is it: (READ)

Less than high school, ( ) TERMINATE

____________________________________________________

High school, ( )

Some College, ( ) GET

College, or ( ) A

Graduate school? ( ) MIX

14. Are you: (READ)

White, ( )

Black or African-American, ( ) GET

Hispanic/Latino, ( ) A

Asian, ( ) MIX

American Indian or Alaska Native, ( )

Native Hawaiian or other Pacific Islander, or ( )

Other ___________________________? ( )

(SPECIFY)

15. Are you employed? (READ)

Full time, ( ) GET

Part time, or ( ) A

Not Employed? ( ) MIX

16. Is your total annual household income before taxes: (READ)

Under $25,000, ( ) NO MORE THAN 2 PER GROUP

_________________________________________________________________

$25,000 to $49,000, ( )

$50,000 to $75,000, ( ) GET

A

$75,000 to $99,999, or ( ) MIX

$100,000 or more? ( )

EXTEND INVITATION TO ELIGIBLE RESPONDENT AND RECORD INFORMATION ON FRONT. We'd like to invite you to participate in this research project.

You will receive an honorarium of $______ for your participation.

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