2019 Customer Satisfaction Survey

OMB No. 1905-0210

Expiration Date: 12/31/2019

Burden: 4.0 Minutes

2019 EIA Web Customer Survey

Question 1. How often do you visit EIA’s website?

(choose one of the following)

1. Daily

2. Weekly

3. Monthly

4. Less than once a month

5. First-time visitor

 (follow-up question) How likely are you to come back?
(choose one of the following)

1. Very likely

2. Somewhat likely

3. Not likely

4. I won't come back

5. I'm not sure

Question 2. Which category best describes you or your organization?

(choose one of the following)

1. Government

• Please specify:
  (choose one of the following)

  • federal

  • state

  • local

  • Congress

  • international

2. Business/Industry

• Please specify:
  (choose one of the following)

  • Energy

  • Nonenergy

3. Research/Consulting

4. Media

5. Finance (banking, investment)

6. Teacher/Professor

7. Student

8. Trade Association/Nonprofit

9. Library

10. Private citizen

11. Other (Please specify: ~~~Answer is open-ended)

Question 3. Do you live in the United States?

(choose one of the following)

1. Yes

2. No

Question 4. How satisfied are you with the quality of the information on EIA’s website?

~~~Scale of 1-10, 1 is very dissatisfied and 10 is very satisfied~~

(If they rate the quality 4 or below, meaning they are not satisfied, we ask a follow-up open-ended question “Why are you not satisfied?”)

Question 5. What task were you doing when you visited EIA’s website today?

(choose one of the following)

1. Viewing weekly, monthly, annual or other energy market reports

2. Checking diesel fuel prices to calculate fuel surcharges

3. Researching a topic

4. Writing a report, article or presentation

5. Making a business decision

6. Educating myself about energy

7. Making an investment decision

8. Developing an energy forecast

9. Doing homework/preparing a classroom lesson

10. Briefing a decision maker or legislator

11. Answering a question about energy

12. Browsing the website

13. Other Please specify ~~~Answer is open-ended~~~

Question 6. What information were you looking for?

Please be specific. ~~~Answer is open-ended~~~

Question 7. Did you find the information you were looking for?

Choose one of the following.

1. Yes, easily  (follow-up question) Was the level of detail OK?

(choose one of the following)

1. Yes, just right

2. Varied by topic

3. Not detailed enough

4. Too detailed

5. Not sure

2. Yes, but it took some effort  (follow-up question) Was the level of detail OK?

(choose one of the following)

1. Yes, just right

2. Varied by topic

3. Not detailed enough

4. Too detailed

5. Not sure

3. Yes, but only some of the information  (follow-up question) Was the level of detail OK?

(choose one of the following)

1. Yes, just right

2. Varied by topic

3. Not detailed enough

4. Too detailed

5. Not sure

4. No  (follow-up question) What couldn’t you find? Please specify ~~~Answer is open-ended~~~

5. I was just browsing

Question 8. How would you describe EIA’s data and information products?

(choose all that apply)

1. Accurate

2. Relevant (information meet my needs)

3. Expert

4. Informative

5. Objective (policy-neutral, unbiased)

6. Thorough (detailed, covers topic in-depth)

7. Timely (punctual, information is available by the release date posted)

8. Transparent (data sources and methodologies are available)

9. Other Please specify ~~~Answer is open-ended~~

Question 9. How would you rate your level of energy knowledge/expertise?

(choose one of the following)

1. Novice

2. Intermediate

3. Expert

Question 10. Anything else you want to tell us?

~~~Answer is open-ended~~~