Form 1018 2017 1018 DHA Customer Service Community intranet

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Overview

Model Questions
Custom Questions

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Sheet 1: Model Questions

Model Name		DHA Customer Service Community intranet					Red & Strike-Through: Delete
Model ID		NEW MEASURE NEEDS MID					Underlined & Italicized: Re-order
Partitioned		Yes - 2MQ					Pink: Addition
Date		5/17/2017					Blue: Reword
Model Version		17.2.G
	Label	Element Questions		Label	Satisfaction Questions		Label	Future Behaviors
		Look and Feel (1=Poor, 10=Excellent, Don't Know)			Satisfaction			Primary Resource (1=Very Unlikely, 10=Very Likely)
1	Look and Feel - Appeal	Please rate the visual appeal of this site.	16	Satisfaction - Overall	What is your overall satisfaction with this site? (1=Very Dissatisfied, 10=Very Satisfied)	19	Primary Resource	How likely are you to use this site as your primary resource for obtaining information from DHA Customer Service Support Community?
2	Look and Feel - Balance	Please rate the balance of graphics and text on this site.	17	Satisfaction - Expectations	How well does this site meet your expectations? (1=Falls Short, 10=Exceeds)			Recommend (1=Very Unlikely, 10=Very Likely)
3	Look and Feel - Readability	Please rate the readability of the pages on this site.	18	Satisfaction - Ideal	How does this site compare to an ideal website? (1=Not Very Close, 10=Very Close)	20	Recommend	How likely are you to recommend the DHA Customer Service Community intranet to someone else?
		Site Performance (1=Poor, 10=Excellent, Don't Know)						Use Community Forum (1=Very Unlikely, 10=Very Likely)
4	Site Performance - Loading	Please rate how quickly pages load on this site.				21	Use Community Forum	How likely are you to participate on the DHA Customer Service Community Forum in the next 60 days?
5	Site Performance - Consistency	Please rate the consistency of speed from page to page on this site.						Subscribe (1=Very Unlikely, 10=Very Likely)
6	Site Performance - Completeness	Please rate how completely the page content loads on this site.				22	Subscribe	How likely are you to subscribe/continue to subscribe to RSS feeds or email alerts from the DHA Customer Service Community in the future?
		Navigation (1=Poor, 10=Excellent, Don't Know)
7	Navigation - Organized	Please rate how well this site is organized.
8	Navigation - Options	Please rate the options available for navigating this site.
9	Navigation - Layout	Please rate how well the site layout helps you find what you need.
		Information Browsing (1=Poor, 10=Excellent, Don't Know)
10	Information Browsing - Sort	Please rate the ability to sort information by criteria that are important to you on this site.
11	Information Browsing - Narrow	Please rate the ability to narrow choices to find the information you are looking for on this site.
12	Information Browsing - Features	Please rate how well the features on the site help you find the information you need.
		Site Information (1=Poor, 10=Excellent, Don't Know)
13	Site Information - Thoroughness	Please rate the thoroughness of information provided on this site.
14	Site Information - Understandable	Please rate how understandable this site’s information is.
15	Site Information - Answers	Please rate how well the site’s information provides answers to your questions.

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Sheet 2: Custom Questions

Model Name		DHA Customer Service Community intranet				Red & Strike-Through: Delete
Model ID		NEW MEASURE NEEDS MID				Underlined & Italicized: Re-order
Partitioned		Yes - 2MQ				Pink: Addition
Date		5/17/2017				Blue: Reword
QID	QUESTION META TAG	Skip From	Question Text	Answer Choices	Skip To	Required Y/N	Type	Special Instructions	CQ Label
	Primary Reason: Federal Government or Informational Non-Profit		What is your primary reason for visiting the site today?	Find information related to the Assistance Reporting Tool (ART)		Y	Radio button, one-up vertical	Skip Logic Group*	Primary Reason
				Find information on Training & Education
				Access the Forum
				Find BCAC resources
				Find DCAO resources
				Find priority contacts
				Check recent news and updates
				Manage my account (ART or Directory accounts)
				Other (please specify)	A
		A	Please specify the other reason for your visit.			N	Text field, <100 char	Skip Logic Group*	Primary Reason - Other
	Accomplish		Did you accomplish what you wanted to do today on the Customer Service Community intranet site?	Yes	B	Y	Radio button, one-up vertical	Skip Logic Group*	Accomplish
				No	A
	OE_Accomplish	A	Please tell us why you were unable to accomplish your task today.			N	Text area, no char limit	Skip Logic Group*	Why Not Accomplish
		B	Was it easy to accomplish your task?	Yes		Y	Radio button, one-up vertical	Skip Logic Group*	Accomplish Experience
				No	B1
		B1	Please describe the difficulty you experienced.			N	Text area, no char limit	Skip Logic Group*	Not Easy Accomplish
	Role		Which best describes your role in visiting the site?	BCAC (Beneficiary Counseling and Assistance Coordinator)		Y	Radio button, one-up vertical		Role
				DCAO (Debt Collection Assistance Officer)
				Other member of the customer service community
				None of the above
	Visit Frequency		How often do you visit this site?	This is my first visit		Y	Radio button, one-up vertical		Visit Frequency
				Once every 6 months or less often
				Once every few months
				Monthly
				Weekly
				Daily or more often
	OE_Improve Experience		What else would you like to share with us to help improve your online experience with the DHA Customer Service Community intranet?			N	Text area, no char limit		Improve