FSR 282 DHS Questionnaire New Model
Customer Satisfaction Measure of Government Websites
282 DHS Questionnaire Finalized New Model 11-6-09.xls
FSR 281 mobile Template Dept of State, 282 DHS Questionnaire New Model
OMB: 1090-0008
⚠️ Notice: This form may be outdated. More recent filings and information on OMB 1090-0008 can be found here:
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Suggested Custom Qsts
Overview
Suggested Model QstsSuggested Custom Qsts
Sheet 1: Suggested Model Qsts
| Model Instance Name: | ||||||
| DHS Satisfaction Survey - Transparency | ||||||
| MID: | ||||||
| Date: | 10/30/2009 | |||||
| DHS Satisfaction Survey - Transparency MODEL QUESTION LIST | ||||||
| Model questions utilize the ACSI methodology to determine scores and impacts | ||||||
| ELEMENTS (drivers of satisfaction) | CUSTOMER SATISFACTION | FUTURE BEHAVIORS | ||||
| Content (1=Poor, 10=Excellent, Don't Know) | Likelihood to Return (1= Very Unlikely, 10=Very Likely) | |||||
| 1 | Please rate your perception of the accuracy of information on this site. | 24 | What is your overall satisfaction with this site? (1=Very Dissatisfied, 10=Very Satisfied) |
27 | How likely are you to return to this site? | |
| 2 | Please rate the quality of information on this site. | 25 | How well does this site meet your expectations? (1=Falls Short, 10=Exceeds) |
Recommend (1= Very Unlikely, 10=Very Likely) | ||
| 3 | Please rate the freshness of content on this site. | 26 | How does this site compare to your idea of an ideal website? (1=Not Very Close, 10=Very Close) |
28 | How likely are you to recommend this site to someone else? | |
| Functionality (1=Poor, 10=Excellent, Don't Know) | Primary Resource (1= Very Unlikely, 10=Very Likely) | |||||
| 4 | Please rate the usefulness of the activities provided on this site. | 29 | How likely are you to use this site as your primary resource for homeland security information? | |||
| 5 | Please rate the convenience of the activities on this site . | Future Participation (1=Very Unlikely, 10=Very Likely) | ||||
| 6 | Please rate the choices of activities on this site. | 30 | How likely are you to express your thoughts or ideas to this agency in the next 90 days? | |||
| Look and Feel (1=Poor, 10=Excellent, Don't Know) | Organization Satisfaction (1=Very Unlikely, 10=Very Likely) | |||||
| 7 | Please rate the visual appeal of this site. | 31 | How satisfied are you with the Department of Homeland Security overall? | |||
| 8 | Please rate the balance of graphics and text on this site. | Trust (1=Strongly Disagree, 10=Strongly Agree) | ||||
| 9 | Please rate the readability of the pages on this site. | 32 | I can count on this agency to act in my best interests. | |||
| Navigation (1=Poor, 10=Excellent, Don't Know) | 33 | I consider this agency to be trustworthy. | ||||
| 10 | Please rate how well the site is organized. | 34 | This agency can be trusted to do what is right. | |||
| 11 | Please rate the options available for navigating this site. | |||||
| 12 | Please rate how well the site layout helps you find what you are looking for. | |||||
| 13 | Please rate the number of clicks to get where you want on this site. | 
|
|
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| Search (1=Poor, 10=Excellent, Don't Know) | ||||||
| 14 | Please rate the relevance of search results on this site. | |||||
| 15 | Please rate the organization of search results on this site. | |||||
| 16 | Please rate how well the search results help you decide what to select. | |||||
| 17 | Please rate how well the search feature helps you to narrow the results to find what you want. | |||||
| Site Performance (1=Poor, 10=Excellent, Don't Know) | ||||||
| 18 | Please rate how quickly pages load on this site. | |||||
| 19 | Please rate the consistency of speed from page to page on this site. | |||||
| 20 | Please rate the ability to load pages without getting error messages on this site. | |||||
| Online Transparency (1=Poor, 10=Excellent, Don't Know) | ||||||
| 21 | Please rate how thoroughly this website discloses information about what this agency is doing. | |||||
| 22 | Please rate how quickly agency information is made available on this website. | |||||
| 23 | Please rate how well information about this agency's actions can be accessed by the public on this website. | |||||
Sheet 2: Suggested Custom Qsts
| Model Instance Name: | |||||||||
| DHS Satisfaction Survey - Transparency | underlined & italicized: RE-ORDER | ||||||||
| MID: | pink: ADDITION | ||||||||
| Date: | 10/30/2009 | blue + -->: REWORDING | |||||||
| violet (bold): SKIP-LOGIC | |||||||||
| DHS Satisfaction Survey - Transparency CUSTOM QUESTION LIST | |||||||||
| QID | Skip Logic Label | Question Text | Answer Choices (limited to 50 characters) |
Skip to | Type (select from list) | Single or Multi | Required Y/N |
Special Instructions | |
| KFB06121 | How frequently do you visit this site? | First time | Drop down, select one | Y | |||||
| More than once a day | |||||||||
| Daily | |||||||||
| About once a week | |||||||||
| About once a month | |||||||||
| Every 6 months or less | |||||||||
| KFB06122 | What best describes your role when coming to this site? | General Public | Drop down, select one | Y | Skip Logic Group | ||||
| First Responder | |||||||||
| Business Stakeholder | |||||||||
| Federal, State, Local, Tribal Partner | |||||||||
| Department of Homeland Security Employee or Contractor | |||||||||
| Veteran | |||||||||
| Congressional staff/member | |||||||||
| Media | |||||||||
| Student / Educator | |||||||||
| Researcher | |||||||||
| Job Seeker | |||||||||
| Other, please specify | A | ||||||||
| KFB06123 | A | What is your role when coming to this site? | Text field, <100 char | N | Skip Logic Group | ||||
| KFB06124 | What area of the site are you primarily visiting today? | Counterterrorism | Drop down, select one | Y | Skip Logic Group | ||||
| Border Security | |||||||||
| Preparedness, Response and Recovery | |||||||||
| Immigration | |||||||||
| Unified DHS | |||||||||
| Press Room | |||||||||
| About Department of Homeland Security | |||||||||
| Contact Us | |||||||||
| Open for Business | |||||||||
| Science and Technology | |||||||||
| First Responders | |||||||||
| Citizens | |||||||||
| Careers | |||||||||
| Government | |||||||||
| Business | |||||||||
| Travelers | |||||||||
| Leadership Journal | |||||||||
| The Blog | |||||||||
| Other, please specify | A | ||||||||
| KFB06125 | A | What is the other reason you are visiting the site today? | Text field, <100 char | N | Skip Logic Group | ||||
| KFB06126 | What is your main reason for coming to this site today? | Find a form | Drop down, select one | Y | Skip Logic Group | ||||
| Research activities and programs | |||||||||
| Report an incident | |||||||||
| Find laws and regulations | |||||||||
| Find news about the Department | |||||||||
| Find grant information | |||||||||
| Research training and technical assistance | |||||||||
| Look up travel security procedures | |||||||||
| Find information on port and border security | |||||||||
| Find information about visiting the United States | |||||||||
| Find information on preparing for disasters/emergencies | |||||||||
| Research immigration benefits and information | |||||||||
| Find contact information | |||||||||
| Interact with the Department | |||||||||
| Look up contract opportunities | |||||||||
| File a complaint | |||||||||
| Find employment | |||||||||
| Learn about Department of Homeland Security | |||||||||
| Other, please specify | A | ||||||||
| KFB06127 | A | What is the other reason you came to this site today? | Text area, no char limit | N | Skip Logic Group | ||||
| KFB06128 | Did you find the information you were looking for? | Yes | Radio button, one-up vertical | Y | Skip Logic Group | ||||
| No | A | ||||||||
| Partially | |||||||||
| Still looking | |||||||||
| KFB06129 | A | What specifically were you trying to find? | Text area, no char limit | N | Skip Logic Group | ||||
| KFB06130 | Please select all of the choices that were true for you as you looked for information on the site today: | I didn't have any difficulty finding information | Checkbox, one-up vertical | Multi | Skip Logic Group | ||||
| I know you have a particular document, but I can't find it | |||||||||
| I wasn't sure how to look for what I wanted | |||||||||
| I found the document I needed, but it took too long to find it | |||||||||
| Other difficulty, please specify | A | ||||||||
| KFB06131 | A | What other difficulty did you have finding information? | Text area, no char limit | Y | Skip Logic Group | ||||
| KFB06132 | Did you use the web site's search feature today? | Yes | C, D | Radio button, one-up vertical | Y | Skip Logic Group | |||
| No | A | ||||||||
| KFB06133 | A | Why did you not use the search feature? | Prefer other method of navigation | Radio button, one-up vertical | |||||
| Did not need search, found information quickly | |||||||||
| Other, please specify | B | Skip Logic Group | |||||||
| KFB06134 | B | What is the other reason you did not use the search feature? | Text area, no char limit | Skip Logic Group | |||||
| KFB06135 | C | Did the top results answer your question? | Yes | Radio button, one-up vertical | Skip Logic Group | ||||
| Partially | |||||||||
| No | |||||||||
| KFB06136 | D | What type of difficulty, if any, did you encounter with the search feature? | Encountered no difficulties | Radio button, one-up vertical | N | Skip Logic Group | |||
| Returned too many results | |||||||||
| Returned not enough or no results | |||||||||
| Results were not relevant to my search terms or needs | |||||||||
| Results were too similar/redundant | |||||||||
| I was not sure what words to use in my search | |||||||||
| Search required too many refinements to get what I needed | |||||||||
| Search speed was too slow | |||||||||
| Other, please specify | E | ||||||||
| KFB06137 | E | What other search difficulty did you encounter today? | Text area, no char limit | ||||||
| KFB06138 | What, if any, navigation issues did you encounter during your visit? (select all that apply) | I did not navigate to find information | Checkbox, one-up vertical | Skip Logic Group | |||||
| I couldn't tell what I would get if I clicked on a document link | |||||||||
| Navigation links are not clear / too much Jargon | |||||||||
| Navigation categories are not clear / too much Jargon | |||||||||
| I did not experience any navigation difficulties | |||||||||
| Too many links or navigational choices | |||||||||
| Some links did not take me where I expected | |||||||||
| I was able to navigate to the general area, but could not find the specific content I needed | |||||||||
| I experienced broken links, error messages, or other technical difficulties | |||||||||
| Other navigational issue, please specify | A | ||||||||
| KFB06139 | A | What other navigational issues did you encounter? | Text area, no char limit | Y | Skip Logic Group | ||||
| KFB06140 | What is your primary method of searching for information on this site? | Search feature of the site | A | Drop down, select one | Y | Skip Logic Group | |||
| Navigating through the web pages | |||||||||
| Top navigation bar | |||||||||
| Left navigation bar | |||||||||
| Links in the pages | |||||||||
| Site Map | |||||||||
| Bookmarks | |||||||||
| Internet search engine | |||||||||
| Links from other websites | |||||||||
| Other, please specify | B | ||||||||
| KFB06141 | B | What other method did you use to find information? | Text area, no char limit | Skip Logic Group | |||||
| KFB06142 | Which of the following social media services have you participated in during the last month? Select all that apply | I do not use social media services | Checkbox, one-up vertical | Multi | Y | Skip Logic Group | |||
| A, C | |||||||||
| C | |||||||||
| YouTube | C | ||||||||
| MySpace | C | ||||||||
| C | |||||||||
| Second Life | C | ||||||||
| Internet Forums | C | ||||||||
| Blogs | C | ||||||||
| Other, please specify: | B, C | ||||||||
| KFB06143 | B | What other social media services have you used in the last month? | Text area, no char limit | Skip Logic Group | |||||
| KFB06144 | A | How likely are you to use Facebook for information about the Department of Homeland Security? | 1=Not very likely | Radio button, scale, has don't know | Single | Y | Skip Logic Group | ||
| 2 | |||||||||
| 3 | |||||||||
| 4 | |||||||||
| 5 | |||||||||
| 6 | |||||||||
| 7 | |||||||||
| 8 | |||||||||
| 9 | |||||||||
| 10=Extremely likely | |||||||||
| Don't Know | |||||||||
| KFB06145 | C | Please indicate on which social media services you have seen a Department of Homeland Security presence (i.e. materials or links). Select all that apply. | I have not seen a Homeland Security presence on any social media services | Checkbox, one-up vertical | Multi | Y | Skip Logic Group | ||
| Blogs | |||||||||
| MySpace | |||||||||
| Virtual Worlds | |||||||||
| YouTube | |||||||||
| Other, please specify | D | ||||||||
| KFB06146 | D | In which other social media services have you seen a Department of Homeland Security presence? | Text area, no char limit | Skip Logic Group | |||||
| KFB06147 | Do you use your mobile phone to access Web Information? | Yes | A | Radio button, one-up vertical | Y | Skip Logic Group | |||
| No | |||||||||
| KFB06148 | A | Would you use your moblie phone to access homeland security information? | Yes | Radio button, one-up vertical | Skip Logic Group | ||||
| No | |||||||||
| KFB06149 | Please select your age range. | 17 or under | Radio button, one-up vertical | Single | Y | ||||
| 18-24 | |||||||||
| 25-34 | |||||||||
| 35-44 | |||||||||
| 45-54 | |||||||||
| 55-64 | |||||||||
| 65 or older | |||||||||
| Prefer not to answer | |||||||||
| KFB06150 | If you can make one improvement to this site, what would it be? | Text area, no char limit | n | ||||||
| KFB06151 | Do you have any other comments about this site? | Text area, no char limit | n | ||||||
| KFB06152 | Other feedback about the Department--please do not include any personally identifiable information | Text area, no char limit | N | ||||||
| File Type | application/vnd.ms-excel |
| File Title | Questionnaire Production Guidelines_Template |
| Author | Professional Services |
| Last Modified By | sgrow |
| File Modified | 2009-11-09 |
| File Created | 2001-08-03 |
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