30841 Q_DOS Main M 30841 Q_DOS Main Mobile_20210708_DOT

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Overview

Measured Questions
Custom Questions
Attributes

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Sheet 1: Measured Questions

Model Name		Dept of State Mobile					Red & Strike-Through: Delete
Model ID		whFQ5NkUM5J1ttIRlREoog4C					Underlined & Italicized: Re-order
Partitioned		Yes - 2MQ					Pink: Addition
Date		7/8/2021					Blue: Reword
Model Version		17.3.Y
	Label	Satisfaction Questions		Label	Element Questions		Label	Future Behaviors
		Satisfaction			Site Performance (1=Poor, 10=Excellent, Don't Know)			Brand Confidence (1=Not At All Confident, 10=Very Confident)
1	Satisfaction - Overall	What is your overall satisfaction with this mobile site? (1=Very Dissatisfied, 10=Very Satisfied)	5	Site Performance - Speed	Please rate the speed that pages and content loaded for you.	17	Confidence in Info	Please rate your level of confidence in the information provided on State.gov.
2	Satisfaction - Expectations	How well does this site meet your expectations? (1=Falls Short, 10=Exceeds)	6	Site Performance - Completeness	Please rate the consistency of complete loading of pages and content.			Return (1=Very Unlikely, 10=Very Likely)
3	Satisfaction - Ideal	How does this site compare to an ideal mobile website? (1=Not Very Close, 10=Very Close)	7	Site Performance -Responsiveness	Please rate the responsiveness of the pages to your actions.	18	Return	How likely are you to return to State.gov in the future?
		Recommend (NPS) (1=Very Unlikely, 10=Very Likely)			Look and Feel (1=Poor, 10=Excellent, Don't Know)			Primary Resource (1=Very Unlikely, 10=Very Likely)
4	Recommend	How likely are you to recommend State.gov to someone else?	8	Look and Feel - Appeal	Please rate the visual appeal of the pages that you visited.	19	Primary Resource	How likely are you to use State.gov as your primary resource for information about the Department of State?
			9	Look and Feel - Spacing	Please rate the spacing between items on the pages that you visited.
			10	Look and Feel - Readability	Please rate the legibility of the pages that you visited.
					Navigation (1=Poor, 10=Excellent, Don't Know)
			11	Navigation - Ease	Please rate the ease of finding what you were looking for.
			12	Navigation - Layout	Please rate the page layout on displaying content and links where you could find them.
			13	Navigation - Links	Please rate the links on taking you where you needed to go.
					Site Information (1=Poor, 10=Excellent, Don't Know)
			14	Site Information - Relevance	Please rate the relevance to your interests of the information that you found.
			15	Site Information - Thoroughness	Please rate the thoroughness of the information that you found.
			16	Site Information - Readability	Please rate the readability of the information that you found.

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Sheet 2: Custom Questions

Model Name	Dept of State Mobile						Red & Strike-Through: Delete
Model ID	whFQ5NkUM5J1ttIRlREoog4C						Underlined & Italicized: Re-order
Partitioned	Yes - 2MQ						Pink: Addition
Date	7/8/2021						Blue: Reword
QID	AP Tag	Skip From	Question Text	Answer Choices	Skip To	AP Answer Tag	Required Y/N	Type	Special Instructions	CQ Label
SBD9298Q001			How frequently do you visit this site?	First time			Y	Radio button, one-up vertical		Visit Frequency
				Daily
				About once a week
				About once a month
				Every 6 months or less
SBD9298Q002			What is your primary purpose for visiting this site?	Looking for a job			Y	Radio button, one-up vertical		Primary Purpose
				Visa or passport information
				Human rights information
				Foreign policy information
				Country information
				Latest news/press releases
				Business information
				Research for school or personal use
				Travel information or alerts
				Learn about the State Department
				Contact Secretary of State
				Document Authentication / Apostille
				Embassy information
				Grant/funding information
				Other, please specify:	A
SBD9298Q003		A	Other primary purpose:				N	Text area, no char limit		Other Primary Purpose
SBD9298Q004			What best describes your role in relation to your visit to state.gov today?	Government Employee	B		Y	Radio button, one-up vertical	Skip Logic Group*	Role
				Non-governmental Organization
				Press/Journalist
				Researcher
				Student
				Teacher/Educator
				Job Seeker
				General Public
				Other, please specify:	A
SBD9298Q005		B	For what type of government agency do you work?	Federal Government - Not Department of State			Y	Radio button, one-up vertical	Skip Logic Group*	Role - Govt
				Federal Government - Department of State
				State, Regional, or Local Government
				Other
SBD9298Q006		A	Please specify your role in relation to your visit today.				N	Text area, no char limit	Skip Logic Group*	Other Role
SBD9298Q007			Did you look for or read information related to COVID-19/coronavirus while on the site today?	Yes	A		Y	Radio button, one-up vertical	Skip Logic Group*	COVID19
				No
SBD9298Q008		A	Were you able to find the COVID-19/coronavirus-related information you were looking for?	Yes			Y	Radio button, one-up vertical	Skip Logic Group*	COVID19 FIND
				Partially	B
				No	B
SBD9298Q009		B	Please tell us what specific COVID-19/coronavirus-related information you were unable to find.				N	Text area, no char limit	Skip Logic Group*	COVID19 UNABLE OE
SBD9298Q010			Did you find what you were looking for?	Yes			Y	Radio button, one-up vertical	Skip Logic Group	Find
				No	J
				Partially	J
				Still looking	J
SBD9298Q011		J	What information were you unable to find?				N	Text area, no char limit	Skip Logic Group	OE_Did Not Find
SBD9298Q012			What source brought you to the site today?	Internet search engine (Google, Bing, etc.)			Y	Radio button, one-up vertical	Skip Logic Group	Source
				Link from social media (Facebook, Twitter, etc.)					Randomize
				Email from U.S. Department of State
				Link from a website other than a U.S. Government website
				Link from a U.S. Government website
				Link from a news story
				Referred by a friend or colleague
				Already familiar with the site
				Other, please specify:	X				Anchor Answer Choice
SBD9298Q013		X	Please share with us what other source brought you to the site today:				N	Text area, no char limit	Skip Logic Group	OE_Source
SBD9298Q014			Did you use the site's search tool today?	Yes	B		Y	Radio button, one-up vertical	Skip logic group	Search Used
				No
SBD9298Q015		B	Please describe your search experience. (Please select all that apply.)	Results were not relevant/not what I wanted			Y	Checkbox, one-up vertical	Skip Logic Group	Search Experience
				Too many results/I needed to refine my search
				Not enough results
				Returned NO results
				Received error message(s)
				I was not sure what words to use in my search.
				Other	D
				Search results were helpful					mutually exclusive
SBD9298Q016		D	What other search experience did you have? Please be specific.				N	Text area, no char limit	Skip Logic Group	Other - Search Experience
SBD9298Q017			Please describe your navigation experience. (Please select all that apply.)	Could not navigate back to previous information			Y	Checkbox, one-up vertical	Skip Logic Group	Navigation Experience
				I felt lost, did not know where I was
				I had difficulty finding related information
				Too many links or navigational choices
				I had technical difficulties (e.g. broken links, error messages, etc.)	B
				Links did not take me where I expected
				Could not get started or did not know where to begin
				The navigation did not support what I was trying to accomplish
				Navigated to general area but could not find the specific content needed
				Other	A
				No difficulties encountered					mutually exclusive
SBD9298Q018		B	What type of technical difficulty did you experience? (Select all that apply.)	Broken link	D		Y	Checkbox, one-up vertical	Skip Logic Group	Navigation - Technical Difficulty
				Error message
				Other	C
SBD9298Q019		D	Please describe the broken link (what page, what was the link for, etc.).				N	Text area, no char limit	Skip Logic Group	OE_Broken Link
SBD9298Q020		C	Please describe the other type of technical difficulty.				N	Text area, no char limit	Skip Logic Group	OE_Type Technical Difficulty
SBD9298Q021		A	What other navigation experience did you have?				N	Text area, no char limit	Skip Logic Group	OE_Navigation Experience
SBD9298Q022			How could we improve this site?				N	Text area, no char limit		Improve site

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Sheet 3: Attributes

Attribute	Value
Channel	Mobile
Touchpoint Name	Informational
Hierarchy	No
Model Type	CSAT+FB Web
Journey Phase	Awareness
Touchpoint Type	Standard
Partner Involved	No
Replay	No
Version Number of Model Template	18.1.J
Survey Type	PredCSAT_NPS
Look and Feel	Multi-page
Theme Color	#009fea