Form FSR 234 FSR 234 Administrative Office of the US Courts

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Overview

ACSI Model
Custom Questions

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Sheet 1: ACSI Model

ACSI Model for J-Net
Administrative Office of the United States Courts
	ELEMENTS (drivers of satisfaction)		CUSTOMER SATISFACTION		FUTURE BEHAVIORS
	NOTE: All questions under each element are required. Element questions are partitioned among surveys.		Satisfaction questions are required. Satisfaction questions appear on all surveys.		Future behaviors may be modified based on your site's objectives. Future behavior questions appear on all surveys.
	Content (1=Poor, 10=Excellent, Don't Know)		Satisfaction (1=Poor, 10=Excellent)		Likelihood to Return (1=Not Very Likely, 10=Very Likely)
1	Please rate the accuracy of information on J-Net.	17	What is your overall satisfaction with J-Net?	20	How likely are you to return to this site?
2	Please rate the quality of information on J-Net.	18	How well does J-Net meet your expectations?		Recommend (1=Not Very Likely, 10=Very Likely)
3	Please rate the freshness of content on J-Net.	19	How well does J-Net compare with your idea of an ideal intranet?	21	How likely are you to recommend this site to another employee?
	Look and Feel (1=Poor, 10=Excellent, Don't Know)				Primary Resource (1=Not Very Likely, 10=Very Likely)
4	Please rate the visual appeal of J-Net.			22	How likely are you to use J-Net to perform tasks that could be achieved by some other means? (ie. ask a co-worker; call AO)
5	Please rate the balance of graphics and text on J-Net.
6	Please rate the readability of the pages on J-Net.
	Navigation (1=Poor, 10=Excellent, Don't Know)
7	Please rate how well J-Net is organized.
8	Please rate the options available for navigating J-Net.
9	Please rate how well the site layout helps you find what you are looking for.
10	Please rate the degree to which the number of clicks to get where you want on J-Net is acceptable.
	Site Performance (1=Poor, 10=Excellent, Don't Know)
11	Please rate how quickly pages load on J-Net.
12	Please rate the consistency of speed from page to page on J-Net.
13	Please rate the ability to load pages without getting error messages on J-Net.
	Functionality (1=Poor, 10=Excellent, Don't Know)
14	Please rate the usefulness of the features provided on this site.
15	Please rate the convenience of the features on this site.
16	Please rate the variety of features on this site.

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Sheet 2: Custom Questions

ACSI Model for J-Net
Administrative Office of the United States Courts
Order	Question Text	Answer Choices (limited to 50 characters)	Type (select from list)	Single or Multi	Required Y/N
1	How frequently do you access J-Net?	First time	Dropdown (Select-one)	Single	Y
		Daily
		Weekly
		Monthly
		Every 6 months or less often
2	Which of the following best describes your role?	Judge	Dropdown (Select-one)	Single	Y
		Court Unit Executive
		Supervisor
		Non-supervisor
3	What was your primary reason for accessing J-net today?	Download a form	Dropdown (Select-one)	Single	Y
		Find contact information
		Find information to do my job
		Find pay and/or benefits information
		Look for a job
		Read the latest news
		Take training
		Other, please specify
4	Which of the following did you access today? (select all that apply)	Court Sites	Checkbox One Up Vertical	Multi	Y
		Due Dates
		InfoWeb
		Memos
		People Finder
		Recent Postings
		The Guide
		Other (please specify):
5	How do you primarily look for information on J-Net?	A-Z index	Radio Button Two Up Vertical	Single	Y
		Bookmarks
		Browse through the site
		Quick links
		Search
		Site map
		Other (please specify):
6	Did you find what you were looking for?	Yes	Radio Button One Up Vertical	Single	Y
		No (Go to 6A)
		Still Looking
6A	If you did not find what you were looking for during this visit, what were you seeking?	OPEN-ENDED	Text Field – limited to 100 characters	Single	N
7	How do you plan to obtain the information you have not found on J-Net?	Continue looking	Dropdown (Select-one)	Single	Y
		Try again later
		Ask a colleague
		Call or e-mail the AO
		Contact the Webmaster
		Give up
		Other (please specify):
8	Which of the following best describes your experience with the J-Net search feature today?	I did not use the search feature today	Dropdown (Select-one)	Single	Y
		The search results were helpful
		Too many results were returned
		Not enough results were returned
		No results were returned
		Results were too similar/redundant
		Results were not relevant to my search
9	What additional information would you most like to see added to J-Net?	OPEN-ENDED	Text Area – no character limit	Open-End	N
10	How can we improve J-Net?	OPEN-ENDED	Text Area – no character limit	Open-End	N