2008 Customer Satisfaction Questionnaire-AmeriCorps State and National Organizations
Hello,
we are conducting research about the degree in which AmeriCorps
State and National (AmeriCorps) grantees are satisfied with the
services provided by AmeriCorps State and National and the
Corporation for National and Community Service (the Corporation).
My name is ____________________ calling from ________ on behalf of
AmeriCorps State and National. 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 in which AmeriCorps State and National (AmeriCorps) grantees are satisfied with the services provided by AmeriCorps State and National and the Corporation for National and Community Service (the Corporation). My name is ____________________ calling from ________ on behalf of AmeriCorps State and National. The purpose of this research is to help improve services 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 and should not take up too much of your time.
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, beginning with your current project year to the present. 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. 1505-0191. 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 AmeriCorps, inviting you to complete the 2008 AmeriCorps Customer Satisfaction Survey. You can access the survey using the link listed below. AmeriCorps and the Corporation for National and Community Service have utilized the survey since 2004 to better understand your experiences as a resource recipient of AmeriCorps, particularly about your organization’s level of satisfaction with the program’s dynamics and operations.
Although
participation is voluntary, your responses will help AmeriCorps
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 AmeriCorps 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)
[DEM1 NOT ASKED OF STATE COMMISSIONS]
Please consider only your organization’s experience as an AmeriCorps State and National grantee, and not with any other programs with which your organization may be affiliated.
DEM1 How long have you managed an AmeriCorps Grant?
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
We would like to start by asking you about the process that organizations go through to apply for AmeriCorps State and National grants. 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 process for:
The ease of obtaining the application instructions and accessing the relevant forms
The timeliness of posting information about the application/continuation process
The clarity of the application instructions
The amount of time it takes to complete the application
Now please think about the multi-step process for reviewing grant applications and making awards. Using a scale from 1 to 10, where 1 is “Poor” and 10 is “Excellent,” please rate the following items.
ARAP1 How well you were informed about the status of submitted applications
ARAP2 The reasonableness of grant requirements
ARAP3 The fairness of the grant selection process
ARAP4 The timeliness of being notified of approval decisions
ARAP5 The ease of the negotiation and revision process
ARAP6 The timeliness of receiving your grant award
Now please think about the AmeriCorps State and National Program Staff with whom your organization has interacted with as an AmeriCorps State and National grantee.
STF1 Does your program interact with staff from the AmeriCorps State and National Program Office (“Program Officer”)?
Yes
No (SKIP TO SITE1)
STF11. On average, how often do you interact with your Program Officer?
Daily
Weekly
Monthly
Annually
Less than once a year
Other
STF2. On average, how long does it take for the Program Officer to return your 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
N/A
Using a scale from 1 to 10, where 1 is “Poor” and 10 is “Excellent,” how would you rate the following items below? If your organization is not familiar with a particular experience then please respond ‘N/A’.
STF4. The availability of the Program Officer
STF5 The Program Officer’s knowledge of program requirements
STF6 The Program Officer’s knowledge about the National Service Trust (the Trust) Enrollment process (e.g., member status change and the exit process)
STF8 The courteousness of the Program Officer
STF9 The timeliness of the Program Officer’s response to phone calls and e-mails
STF10 The timeliness of the Program Officer’s resolution to inquiries and concern.
STF10.1 The overall service delivered by my Program Officer to my organization
STF11 The overall effectiveness of the Program Officer in helping your organization meet
its needs/requirements as an AmeriCorps State and National grantee
SITE VISIT ( Do not Read)
Now we are interested in learning more about your organization’s experiences during the site visits. AmeriCorps periodically conducts site visits, where a program officer or another CNCS staff person travels to the grantee and/or project sites affiliated with AmeriCorps grants.
SITE1 In the past 12 months, has your organization been visited by a Program Officer or another CNCS Staff person?
Yes
No (Skip to GM1)
Using a scale from 1 to 10, where 1 is “Poor” and 10 is “Excellent,” how would you rate the following? If your organization is not familiar with a particular experience then please respond ‘N/A’.
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
GRANTS MANAGEMENT (Do not read)
Now please consider your organization’s interactions with a Grants Officer as an AmeriCorps grantee. (Interviewer: the grants officer could be from the office of grants management or the field financial management center, located in Philadelphia, PA formerly known as the Service Center).
GM1. Do you or someone in your organization interact with the Corporation’s Grants Officers from the Office of Grants Management (Washington, DC) or with those in the Field Financial Management Center (Philadelphia, PA, formerly called Service Centers)?
Office of Grants Management, Headquarters
Field Financial Management Center
Both
Neither (skip to PMR1)
GM2. On average, how often do you interact with your Grants Officer?
Daily
Weekly
Monthly
Annually
Less than once a year
Can’t remember the last time
GM3. On average, how long does it take your Grants Officer to acknowledge receipt of your email or telephone call (by providing an answer or informing you about a timeline for which you will receive a response to your question)?
Within 1 business day
Within 3 business days
Within 1 week
Within 2 weeks
More than 2 weeks
N/A
GM4. Using a scale from 1 to 10, where 1 is “Poor” and 10 is “Excellent,” how would you rate the following?
Your Grants Officer’s knowledge of AmeriCorps fiscal and administrative requirements
Your Grants Officer’s overall expertise regarding the Corporation’s grant management policies and government-wide federal grant requirements
The courteousness of your Grants Officer
The availability of your Grants Officer
The timeliness of your Grants Officer’s resolution to your questions and concerns
The overall explanation received from your Grants Officer when requesting financial information from you or bringing a financial problem to your attention
The overall effectiveness of your Grants Officer in helping you meet your fiscal requirements as an AmeriCorps grantee
GM5. Using a scale of 1 to 10, where 1 is “Does Not Meet My Needs” and 10 is “Fully Meets My Needs,” how would you rate the following. If your organization is not familiar with a particular experience then please respond ‘N/A’.
The provisions and/or terms and conditions provided with a grant award
The Corporation’s policy documents and policy FAQs
The Corporation’s regulations
Overall service delivered by my Grants Officers to my organization
The availability of your Grants Officer (including availability during conferences and training events, and for on-site monitoring)
GM6. The following question should be completed by the person responsible for submitting your Financial Status Report (FSR). If this person is not available to complete these questions please consult with him or her. 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? If your organization is not familiar with a particular experience then please respond ‘N/A’.
How well you were informed about your FSR due date(s)
Your Grants Officer’s responses to questions regarding the FSR
Did your organization receive any feedback regarding your Financial Status Report?
Yes
No (Skip to PMR1)
GM7 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 helpfulness of feedback regarding your Financial Status Report.
If your organization did not receive feedback regarding your Financial Status report then respond ‘N/A’.
REVIEW PROCESSES (Do not read)
Now, please think about the Corporation’s process for monitoring and providing feedback to grantees. For this series of questions please think only of the Grantee Progress Report itself. We will ask technology and eGrants related questions later in the survey. If your organization is not familiar with a particular experience then please respond ‘N/A’.
PMR1 Has your organization completed and submitted the Annual Grantee Progress Report?
Yes
No (Skip to PMR9)
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 Grantee Progress Report 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 Grantee Progress Report
PMR3 The clarity of instructions regarding the Grantee Progress Report
PMR4 The ease of preparing the Grantee Progress Report
PMR5 The amount of time it takes to complete the Grantee Progress Report
Did your organization receive any feedback regarding your submitted Grantee Progress Report?
Yes
No (Skip to PMR9)
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
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 Financial Status Report itself. We will ask technology and eGrants related questions later in the survey.
PMR9 The ease of knowing who to contact with questions or concerns about the Financial Status Report
PMR10 The clarity of instructions regarding the Financial Status Report
PMR11 The ease of preparing the Financial Status Report
PMR12 The amount of time it takes to complete the Financial Status Report
PMR13 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)
AmeriCorps Website: http://www.americorps.gov/ _____
Or
Never accessed the AmeriCorps Website
Corporation Website: www.nationalservice.gov _____
Or
Never accessed the Corporation Website
Usefulness of information,
AmeriCorps Website: http://www.americorps.gov/ _____
Or
Never accessed 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, My AmeriCorps Portal, and/or My AmeriCorps Recruitment Systems were unavailable. We will ask additional technology and eGrants 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
TECHNOLOGY (eGrants) (Do not read)
Please now think about your use of eGrants and WBRS, the online systems AmeriCorps State and National uses for grant applications, management and reporting. Using a scale from 1 to 10, where 1 is “Poor” and 10 is “Excellent,” please rate the following. Please consider only your organization’s experience as an AmeriCorps State and National grantee, and not with any other programs with which your organization may be affiliated.
TECH1 Clarity of instructions for using eGrants
TECH2 Effectiveness of the error messages system and computer-automated guidance during data entry
Using a scale from 1 to 10, where 1 is “Poor” and 10 is “Excellent”, how would you rate the following?
TECH3 The ease of submitting online applications through eGrants (such as the Progress Report and Financial Status Report)
TECH4 The speed of loading online applications through eGrants (such as the Progress Report and Financial Status Report)
TECH5 Overall effectiveness of eGrants in capturing information required for the application
TECH6 [if PMR8=’Yes’] Ease of submitting the Financial Status Report through eGrants
TECH7 [if PMR8=’Yes’] Overall effectiveness of eGrants in capturing information required for the Financial Status Report
TECH8 The ease of reaching the eGrants Help Desk or submitting an eGrants Help Desk request
TECH9 The timeliness of response from the eGrants Help Desk
TECH10 The quality of service received from the eGrants Help Desk
TECH11 [If PMR1=’Yes’] Clarity of instructions for using WBRS
TECH12 [If PMR1=’Yes’] Ease of submitting Annual Grantee Progress Report through WBRS
TECH13 [If PMR1=’Yes’] Overall effectiveness of WBRS in capturing information required for the Grantee Progress Report
TECHNICAL ASSISTANCE RESOURCES (Do not read)
As an AmeriCorps State and National grantee 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 the features on the new Resource Center (the Resource Center was recently re-designed and launched in 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 and Audiences |
6. The Effective Practices Collection |
7.Online Courses |
8.The Lending Library |
9. E-Newsletters
10. Sample Forms and Downloadable documents (survey directions-only ask about ‘awareness’ and ‘usefulness’)
11. Email Discussion Lists
12. Calendar of Events
13. Directory of Training and Technical Assistance Providers (survey directions-only ask about ‘awareness’ and ‘usefulness’) |
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
TTA4 The usability (user friendliness) of the Resource Center
TTA5 The overall site design
TTA6 The usefulness of information (such as printed publications, grant listings, online courses and event calendars).
TTA7 The relevance and accuracy of search results based on your queries
TTA8. 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 |
BMK1 Again, thinking of your experiences as an AmeriCorps State and National 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 AmeriCorps State and National 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 AmeriCorps State and National and the Corporation fallen short of or exceeded your expectations?
BMK3 Forget for a moment your experience with AmeriCorps State and
National 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 AmeriCorps 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.
| File Type | application/msword |
| File Title | Demographic Questions |
| Author | twebb |
| Last Modified By | bjinnohara |
| File Modified | 2008-11-17 |
| File Created | 2008-11-17 |