2008 Customer Satisfaction Questionnaire- VISTA Projects
Hello, we are conducting
research about the degree to which VISTA projects are satisfied with
the services provided by VISTA and the Corporation for National and
Community Service (the Corporation). My name is
____________________ calling from ________ on behalf of VISTA. May
I please speak with __________?
1 Yes (Continue to
INTRO2)
2 Person not available (Schedule a callback)
3 No
such person (See below)
99 Refusal/Hung Up
(“Thank you and have a nice day!”)
[If “no such person”]
The purpose of this research is to help improve services to your
organization and others like it. Would it be possible for me to speak
with your organization’s director? [capture
name, continue with interview from INTRO1a if possible]
(Programmer instructions: Read when the person named in INTRO1 comes to the phone)
INTRO1a. Hello, we are conducting research about the degree to which VISTA projects are satisfied with the services provided by VISTA and the Corporation for National and Community Service (the Corporation). My name is ____________________ calling from ________ on behalf of VISTA. The purpose of this research is to help improve the services provided to your organization and others like it. This survey is being conducted both by phone and on the Internet. Do you recall receiving an invitation to take the survey on-line?
Yes [skip to INTRO1a1]
No [skip to INTRO1a1.B]
INTRO1a1 Would you like to take the survey with me right now over the phone? The survey is relatively short.
Will take online [thank , inform them that they may periodically receive reminder emails or phone calls, and then terminate]
IF RESPONDED NO TO INTRO1A. Would like to take on-line [capture email address for invitation and thank]
Phone (skip to INTRO2)
Do not plan to participate [thank and terminate]
When responding, please answer on behalf of the collective experiences of your organization covering the last 12 months. If the survey asks about experiences that you are not that familiar with, please feel free to ask a colleague for assistance. We want and need to hear from you. In doing so, it is important that the survey is completed in its entirety.
Responses
to this data collection will be used only for purposes of this
research. The reports prepared for this study will summarize
findings across the sample and will not associate responses with a
specific organization or individual. We will not provide
information that identifies individuals to anyone outside the study
team, except as required by law. This interview is authorized by
Office of Management and Budget Control No. __________. Is this a
good time?
1 Yes (Continue)
2 No
“Can we schedule a time that is more convenient for you?”
Web Introduction
You recently received an electronic message from VISTA, inviting you to complete the 2008 VISTA Customer Satisfaction Survey. You can access the survey using the link listed below. VISTA and the Corporation for National and Community Service have utilized the survey since 2004 to better understand your experiences as a resource recipient of VISTA, particularly about your organization’s level of satisfaction with the program’s dynamics and operations.
Although
participation is voluntary, your responses will help VISTA
and the Corporation improve upon its services to your organization
and others like it. The survey should take you approximately 10
minutes to complete.
When responding to the survey, please
answer on behalf of the collective experiences of your organization
covering the last 12 months. Please consider only your organization’s
experience as a VISTA Grantee, and not with any other programs with
which your organization may be affiliated. If the survey asks about
an experience that you are not that familiar with--please feel free
to ask a colleague for assistance. We are very pleased about this
opportunity to collaborate with you on such an important matter.
Survey Instructions
Should you encounter any technical difficulties while taking the survey, please send an email to survey@cfigroup.com and you will be contacted with assistance. When moving through the survey please use the navigation buttons (below the survey text and questions) rather than your browser's "navigation bar". After entering your responses on each page, please click on the "NEXT" button at the bottom of the page until you reach the end of the questionnaire. If you have not experienced a particular area included in the survey, please enter your response in the last column under "DK/NA" for "Don't Know" or "Not Applicable." In order for your responses to be counted, please press the "Finish" button on the final page upon completion of the survey. If you would like to speak to someone directly at the Corporation for National and Community Service about this survey, please contact….
The
survey is authorized by Office and Management and Budget Control No.
____. Every effort will be made to maintain the privacy and
confidentiality of respondents. Please know that your responses
to this data collection will be used only for purposes of this
research. The reports prepared for this study will summarize
findings across the sample and will not associate responses with a
specific organization or individual. We will not provide
information that identifies individuals or their grants and locations
to anyone outside the study team, except as required by law. The
confidentiality procedures adopted for this study during data
collection, data processing, and analysis will consist of the items
below:
• All respondents will be assured that participation in the study is voluntary and the information they provide is confidential and will be used only for the purpose of conducting this research.
• To ensure data security, all individuals hired by the Corporation’s contractor, are held to strict standards and are required to sign an oath of confidentiality as a condition of employment.
• Hard-copy data collection forms will be delivered to a locked area for receipt and processing. The CFI Group maintains restricted access to all data preparation areas (receipt, coding, and data entry). All data files on multi-user systems will be under the control of a database manager, with access limited to project staff on a “need-to-know” basis only.
• Individuals identifying information will be maintained separately from completed data collection forms and from computerized data files used for analysis. No respondent identifiers will be contained in public use files made available from the study, and no data will be released in a form that identifies individual corps staff, service providers, service participants, or other survey respondents.
Thank you in advance for your participation.
DEMOGRAPHIC QUESTIONS (Do not read)
Please consider only your organization’s experience as an AmeriCorps VISTA Project Sponsor, and not with any other programs with which your organization may be affiliated.
DEM1 How long have you received VISTA resources (including both members and/or funding)?
Less than 6 months
6 months to 1 year
1 – less than 2 years
2 – less than 5 years
5 – 10 years
More than 10 years
DEM3 Are you also the VISTA Project Supervisor, the person who oversees the VISTA members’ daily activities?
Yes
No
DEM4 Are you a multi-state or a multi-site project?
Yes
No
[IF Qdem4=’Yes’] How many sites does your project have?
1-5 sites
6-10 sites
11-15 sites
16-20 sites
More than 20 sites
DEM5 How many VISTAs are approved for your project?
1-5 members
6-10 members
11-15 members
16-20 members
More than 20 members
PRE-APPLICATION PROCESSES (Do not read)
I’d like to now ask you about the pre-application process that organizations go through to express interest in applying for AmeriCorps VISTA resources. Using a scale from 1 to 10, where 1 is “Poor” and 10 is “Excellent”, please rate the pre-application processes on the following items. If your organization is not familiar with a particular experience then please respond ‘N/A’.
PREAP1 Ease of obtaining the Concept Paper guidelines and accessing the form
PREAP2 Clarity of the instructions and Concept Paper application form
PREAP3 Technical guidance on the Concept Paper provided by a State Office Specialist
PREAP4 Amount of time it takes to complete the Concept Paper
APPLICATION PROCESSES (Do not read)
The next set of questions relates to the process that organizations go through to officially apply for AmeriCorps VISTA resources. For this series of questions, please think only of the application process itself. We will ask technology and eGrants related questions later in the survey. Using a scale from 1 to 10, where 1 is “Poor” and 10 is “Excellent”, please rate the application processes on the following items.
APP1 Ease of obtaining the application instructions and accessing the relevant forms
APP2 Timeliness of posting information about the application/renewal process
APP3 Clarity of the application instructions
APP4 Amount of time it takes to complete the application
APPLICATION REVIEW and APPROVAL PROCESS (Do not read)
Now please think about the multi-step process for reviewing and approving sponsor applications. Using a scale from 1 to 10, where1is “Poor” and 10 is “Excellent”, please rate:
ARAP1 How well you were informed about the status of submitted applications
ARAP2 The fairness of the approval process
ARAP3 The timeliness of being notified of approval decisions
ARAP4 The reasonableness of sponsor requirements
ARAP5 The ease of the negotiation and revision process
STATE OFFICE STAFF (Do not read)
Now please think about the Corporation’s State Office staff person with whom your project has interacted with after the approval of your VISTA project.
STF1 Does your VISTA project interact with a State Office staff person?
Yes
No (Skip to STF10)
STF1.1. On average, how often do you interact with a State Office staff person?
Daily
Weekly
Monthly
Annually
Less than once a year
Other
STF2 On average, how long does it take for the State Office staff person to respond to your organization’s phone calls and/or acknowledge receipt of your e-mails?
Within 1 business day
Within 3 business days
Within 1 week
Within 2 weeks
More than 2 weeks
Using a scale from 1 to 10, where 1 is “Poor” and 10 is “Excellent”, how would you rate:
STF3 Technical
guidance on the application process provided by a State Office staff
STF4 The availability of the State Office staff person
STF5 The State Office Specialist’s knowledge of AmeriCorps VISTA requirements
STF6 The courteousness of the State Office staff person
STF7 The timeliness of the State Office staff person response to inquiries and concerns
STF8 How well the State Office staff person shares information about effective practices
STF9 The overall effectiveness of a State Office staff person in helping your VISTA project meet its needs/requirements as a VISTA project
STF9.1 The overall service delivered by the State Office staff person
STF10 In the past 12 months, has your project been visited by the State Office staff person?
Yes
No (Skip to STF13)
Using a scale from 1 to 10, where 1 is “Poor” and 10 is “Excellent”, how would you rate the following?
SITE1 The clarity of purpose for the site visit
SITE2 The timeliness of feedback provided as a result of the site visit
SITE3 The helpfulness of feedback provided as a result of the site visit
STF13Now please think of the support that you have received from your State Office staff person relative to your fiscal management needs (such as support received when preparing your budget).
Using a scale from 1 to 10, where 1 is “Poor” and 10 is “Excellent”, how would you rate the following items?
STF13.a The State Office Specialist’s knowledge of fiscal management requirements for VISTA
STF14 The effectiveness of the State Office staff person in helping you meet your fiscal management requirements
STF15 The courteousness of State Office staff person when handling your fiscal management requirements
STF16 The timeliness of the State Office staff person’s response to inquiries and concerns when handling your fiscal management requirements
REVIEW PROCESSES (Do not read)
Now please think about the process for monitoring and providing feedback to projects. If your organization is not familiar with a particular experience then please respond ‘N/A’.
PMR1 Has your organization completed and submitted the Project Progress Report (PPR)?
Yes
Not Applicable (Skip to PMR7)
Using a scale from 1 to 10, where 1 is “Poor” and 10 is “Excellent”, how would you rate the following? For this series of questions please think only of the Project Progress Report (PPR) itself. We will ask technology and eGrants related questions later in the survey.
PMR2 The ease of knowing who to contact with questions or concerns about the Project Progress Report
PMR3 The clarity of instructions regarding the Project Progress Report
PMR4 The ease of preparing the Project Progress Report
PMR5 The amount of time it takes to complete the Project Progress Report
PMR6.1 Has your project received any acknowledgement regarding your submitted Project Progress Report?
Yes
No
PMR6 Has your project received any feedback regarding your submitted Project Progress Report?
Yes (Skip to PMR7)
No
PMR6.1 Using a scale from 1 to 10, where 1 is “Does Not Meet My Needs” and 10 is “Fully Meets My Needs,” how would you rate the following?
The timeliness of feedback provided as a result of information shared in the Grantee Progress Report
The helpfulness of feedback provided as a result of information shared in the Grantee Progress Report
PMR7. Using a scale from 1 to 10, where 1 is “Poor” and 10 is “Excellent”, in general, please rate the ease of knowing who to contact with questions/concerns about the Corporation’s process for monitoring and providing feedback to grantees.
USABILITY OF THE NATIONAL SERVICE WEBSITES
Now please think about your organization’s experiences with the official national service websites run by the Corporation for National and Community Service. If you are not familiar with a specific website than simply reply, “Never Accessed”.
WEB1. Using a scale from 1 to 10, where 1 is “Poor” and 10 is “Excellent”, please rate the
Usability (User-friendliness)
VISTA Section on the AmeriCorps Website: http://www.americorps.gov/about/programs/vista.asp _____
Or
Never accessed the VISTA Section on the AmeriCorps Website
Corporation Website: www.nationalservice.gov _____
Or
Never accessed the Corporation Website
Usefulness of information,
VISTA Section on the AmeriCorps Website: http://www.americorps.gov/about/programs/vista.asp _____
Or
Never accessed the VISTA Section on the AmeriCorps Website:
Corporation Website: www.nationalservice.gov _____
Or
Never accessed the Corporation Website
COMMUNICATION OF SYSTEM OUTAGES
These next series of questions asks you to rate the extent to which the Corporation has informed your organization about updates regarding the technology systems, including shutdowns/upgrades, and unplanned outages. During this section of the survey, we are asking that you only consider the timeliness and helpfulness of the Corporation’s announcements that eGrants, and/or the My AmeriCorps Recruitment Systems were unavailable. We will ask eGrants and additional technology questions about the usability of the systems later in the survey.
SO1 Have you received announcements that the Corporation’s management and reporting systems were temporarily unavailable (i.e. postings on the Operating Status page, http://www.nationalservice.gov/status , and/or messages sent through the CNCS list serves)?
Yes
No (Skip to TECH1)
Not Applicable (Skip to TECH1)
Using a scale from 1 to 10, where 1 is “Poor” and 10 is “Excellent”, how would you rate the following?
SO2 The Corporation’s timeliness in posting messages on the Operating Status Page, http://www.nationalservice.gov/status, about problems and issues that may arise as a result from computer maintenance.
- Never Accessed the Operating Status Page
eGRANTS /ONLINE AMERICORPS RECRUITMENT SYSTEM (Do not read)
Please now think about your use of eGrants and the on-line AmeriCorps Recruitment and Placement System (which is the online system that Americorps VISTA uses for recruiting volunteers). First we would like to ask some questions about eGrants, and then move onto the online AmeriCorps Recruitment and Placement System.
TECHO Has your organization utilized eGrants?
Yes
No (Skip to TECH14)
Using a scale from 1 to 10 where 1 is “Poor” and 10 is “Excellent”, please rate the:
TECH1 Clarity of instructions for using eGrants
TECH2 Effectiveness of the error messages system and computer-automated guidance during data entry
TECH3 Timeliness of receiving notices of computer maintenance (including shutdowns/upgrades).
TECH4 Ease of submitting concept papers through eGrants
TECH 4 Not Applicable (Skip to TECH 7)
Using a scale from 1 to 10, where 1 is “Poor” and 10 is “Excellent”, how would you rate the following?
TECH5 The ease of submitting online applications through eGrants
TECH6 The speed of loading online applications through eGrants
TECH7 Overall effectiveness of eGrants in capturing information required \ for the Concept Paper
TECH8 Overall effectiveness of eGrants in capturing information required for the application
TECH9 [IF PMR1=’Yes’] Ease of submitting the Project Progress Report (PPR) through eGrants
TECH10 [IF PMR1=’Yes’] Overall effectiveness of eGrants in capturing information required for the Project Progress Report
TECH11 Ease of reaching the eGrants Help Desk or submitting an eGrants Help Desk request
TECH12 Timeliness of response of the eGrants Help Desk
TECH13 Quality of service received from the eGrants Help Desk
TECH14 Have you ever used the on-line AmeriCorps Recruitment and Placement System to identify prospective VISTAs for your project?
Yes
No (Skip to TTA1)
Using a scale from 1 to 10, where 1 is “Poor” and 10 is “Excellent”, how would you rate the following?
TECH15 Ease of posting volunteer opportunities
TECH16 Assistance with questions
TECH17 Overall effectiveness of system in recruiting volunteers
TECHNICAL ASSISTANCE RESOURCES (Do not read)
As a VISTA project please consider your experience with the Corporation’s online site for tools, training and information for volunteer and service programs -- the Resource Center (http://www.nationalserviceresources.org/).
TTA1 Below is a list of features on the new Resource Center (the Resource Center that was redesigned and launched in June 2008). Please indicate your awareness of each of these services, your frequency of usage, and the level of usefulness, on a scale from 1 to 10, where 1 is "Poor" and 10 is "Excellent".
Awareness:
Have accessed this resource
Not aware help was available
Aware but I did not access
Frequency:
Weekly
2-3 times a month
Once per month
Once every 6 months
Never
Usefulness
Very Useful
Useful
Somewhat Useful
Moderately Useful
Not Useful At All
1. Monthly Feature |
2. What’s New |
3. Consult A Pro |
4. Grab and Go |
5. Resources for Specific Groups |
6. The Effective Practices Collection |
7. Online Courses
|
8. The Lending Library
9. E-Newsletters, resource alerts
|
10. Sample Forms and Downloadable documents (survey directions-only ask about ‘awareness’ and ‘usefulness’)
11. Email Discussion Lists
|
In
the following areas, please also rate the Resource Center,
using a scale from 1 to 10,
(where
1 is “Poor” and 10 is “Excellent” :
TTA2 The relevance of the topics covered
TTA3 The ease of navigation
TTA3.1 The usability (user friendliness) of the Resource Center
TTA4 The overall site design
TTA5 The usefulness of information (such as printed publications, grant listings, online courses and event calendars).
TTA6 The relevance and accuracy of search results based on your queries.
TTA7.
Now we are going to assess your awareness and satisfaction with TTA
resources in specific content areas. Below is a list of topic areas
where the Corporation provides some support to grantees in the form
of tools, training, or information. Resources are primarily made
available through remote access such as through the Resource Center.
However, some topics are covered during workshops at state and/or
national conferences.
Please indicate the importance of
the topic area as a need for grantees, your awareness of the
Corporation’s providing resources in this topic area, and your
rating of what’s available in the topic area for grantees given
the need (was it sufficient to meet the need) using a scale from 1 to
10, where 1 is "Poor" and 10 is "Excellent".
Importance/Awareness:
Have accessed this resource
Not aware help was available
Aware but I did not access
This topic is important for grantees
Frequency:
Weekly
2-3 times a month
Once per month
Once every 6 months
1. Participant Recruitment and Development |
2. Performance Measurement and Evaluation |
3. Financial and Grants Management |
4. Resource and Fund Development |
5. Disability Inclusion |
6. Community Engagement and Strengthening |
7. Using eGrants |
8. Educational Success and Mentoring |
9. Faith and Community- based Initiatives |
10. Engaging Baby Boomers |
11. Volunteer Recruitment and Management |
12. Disaster Preparedness and Response |
CAPACITY (Do not read)
We have just a few more questions. Now we would like to know to what extent the capacity of your organization has been increased as a result of the services received from VISTA and the Corporation for National and Community Service.
CA1. To what extent, if at all, did the services and resources (including members) received from VISTA and the Corporation for National and Community Service help your project leverage additional volunteers?
A large extent
A moderate extent
A small extent
Not at all successful
N/A
CA2. To what extent, if at all, did the services and resources received (including members) from VISTA and the Corporation for National and Community Service increase the number of persons served?
A large extent
A moderate extent
A small extent
Not at all successful
N/A
CA4. To what extent, if at all, did the support provided by VISTA and the Corporation enhance your project’s ability to provide services?
A large extent
A moderate extent
A small extent
Not at all successful
CA3. How likely will project where members have served continue in providing these new or expanded programs in the future after all members associated with them have completed service?
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ACSI BENCHMARK QUESTIONS (Do not read)
BMK1 Again, thinking of your experiences as a VISTA grantee, and using a 10-point scale on which “1” means “Very Dissatisfied” and “10” means “Very Satisfied,” how satisfied are you with the programs and services provided by a VISTA and the Corporation?
BMK2 Using a 10-point scale on which “1” now means “Falls Short of your Expectations” and “10” means “Exceeds your Expectations," to what extent have the programs and services provided by a VISTA and the Corporation fallen short of or exceeded your expectations?
BMK3 Forget for a moment your
experience with VISTA and Corporation. Now, imagine what an ideal
institution allocating grants would be like. How well do you think
AmeriCorps State and National and the Corporation compares
with that ideal institution you just imagined? Please use a 10-point
scale on which “1 ”means“ Not at all Close to the
Ideal and 10” means “Very Close to the Ideal.”
CLOSE1 We just have one last question for you today. Do you have any specific suggestions for a VISTA and the Corporation about how the program can strengthen their customer service to you and your organization?” [capture verbatim]
Thank you very much again for your time. Have a nice day.
Page
| File Type | application/msword |
| File Title | Demographic Questions |
| Author | twebb |
| Last Modified By | bjinnohara |
| File Modified | 2008-11-17 |
| File Created | 2008-11-17 |