Customer Satisfaction survey of PD&R Customers

Phone Survey For Non-HUD USER-Based Sample

All Respondents Except Congressional Staffers

To be entered into the survey system by the interviewer:

Customer Phone Number:

Type of product ordered

¡ Publications

¡ Periodicals

¡ Data sets

Interviewer will select gender and type of order placed:

¡ Male

¡ Female

Hello, my name is___________. I am calling on behalf of the Office of Policy Development and Research of the US Department of Housing and Urban Development. Could I please talk to __[name of the person placing order]___

Our records show you have ordered [reports/data sets/periodicals] from us previously. I am conducting a brief survey about research products from PD&R. The survey will take approximately 5 minutes. Do you have a few minutes to talk?

If yes: Thank you for agreeing to participate. Please answer the questions to the best of your comfort level. The results will be reported for the group of respondents as a whole.

If no: Is there a more convenient time when I can call back?

Do you remember receiving publications and reports from HUD USER and PD&R?

[Order information will be available to the interviewer in case the respondent asks what they had ordered.]

¡ Yes [continue to Section I]

¡ No [continue to Section II]

¡ Ordered for someone else [continue to Section III]

SECTION I

I would like to start by asking about your overall impression of ALL PD&R products.

1. On a scale of 1 to 5, where 1 is “Not at all satisfied” and 5 is “Extremely Satisfied”, how would you rate your overall satisfaction with PD&R research

Not at Extremely Don’t

all satisfied satisfied know

1 2 3 4 5

¡ ¡ ¡ ¡ ¡ ¡

1b. Again, using the same scale of 1 to 5, please tell me how satisfied are you with the overall usefulness of research products from PD&R?

Not at Extremely Don’t

all satisfied satisfied know

1 2 3 4 5

¡ ¡ ¡ ¡ ¡ ¡

1c. How can we make research products from PD&R more useful to you?

Depending on the type of order the respondent has placed, only questions relevant to type of product ordered will be asked.

Section A: For individuals ordering reports

Section B: For individuals ordering data sets

Section C: For individuals ordering periodicals

SECTION A

Questions for those individuals who have ordered reports/publications

Now talking specifically about the research publications and reports from HUD USER,

2a.On a scale of 1 to 5, where 1 is “Not at all satisfied” and 5 is “Extremely Satisfied”, please indicate your level of satisfaction with each of these statements about PD&R reports.

	Not at All Satisfied				Extremely Satisfied	Don't know N/A
	1	2	3	4	5
Quality of PD&R reports	¡	¡	¡	¡	¡	¡
Level of detail in PD&R reports	¡	¡	¡	¡	¡	¡
Topics covered by PD&R reports	¡	¡	¡	¡	¡	¡
Usefulness of PD&R reports	¡	¡	¡	¡	¡	¡
Organization of PD&R reports	¡	¡	¡	¡	¡	¡
Clarity of the information	¡	¡	¡	¡	¡	¡
Ease of finding PD&R reports on the website	¡	¡	¡	¡	¡	¡

2b. On a scale of 1 to 5, where 1 is “Strongly Disagree” and 5 is “Strongly Agree” please indicate your level of agreement with each of these statements about PD&R reports:

	Strongly Disagree				Strongly Agree	Don't know N/A
	1	2	3	4	5
PD&R reports cover timely topics	¡	¡	¡	¡	¡	¡
The reports from PD&R are well written	¡	¡	¡	¡	¡	¡
PD&R reports employ valid research methods	¡	¡	¡	¡	¡	¡

3. Which of the following research topic areas interest you? (please say yes to all that apply)

 Affordable housing

 Economic & housing market reports

 Building/Construction technology and methods

 Housing finance

 Public/Assisted housing research

 Community development issues

 GIS resources

 Evaluation of government programs

 Other Please Specify ___________________________

4. How often do you order/download publications, periodicals or data sets from HUD USER?

¡ 2 or more times per month

¡ Once a month

¡ 2-3 times a year

¡ Only once

¡ Never

¡ Other Please Specify ___________________________

5. Typically, how do you use the information on the HUD USER Web site (interviewer will enter the information in a text box if it does not fit into any of these categories)

 For reference

 For research

 To provide data to others

 To make decisions and/or set policy

 For personal interest

 To grow my business

 Other Please Specify _________________________

6. What other websites do you normally use to get information in your field?

7. For statistical purposes only, what is your work affiliation?

¡ Federal Government

¡ State/Local Government

¡ Researcher/Academic/Student

¡ Consultant

¡ Trade/Professional Organizations

¡ Builder/Developer/Architect

¡ Housing Advocate

¡ Faith-Based Organization

¡ Real Estate/Mortgage Industry

¡ Other Please Specify ___________________________

8. When looking for housing-related research in the future, how likely are you to seek out HUD USER?

¡ Very Likely

¡ Probably

¡ Not sure

¡ Unlikely

¡ Definitely not

9. Please provide us with any additional comments or suggestions you may have about research, publications, and data sets from PD&R.

Thank you again for your participation. As a token of our appreciation, we would like to offer you two free publications from PD&R. Would you like to write down the coupon code or I can take your order right now?

SECTION B

Question for those individuals who have ordered data sets

Now talking specifically about the data sets from HUD USER,

2a. On a scale of 1 to 5, where 1 is “Not at all satisfied” and 5 is “Extremely Satisfied,” please indicate your level of satisfaction with each of these statements about PD&R data sets:

	Not at All Satisfied				Extremely Satisfied	Don't know N/A
	1	2	3	4	5
Quality of PD&R data sets	¡	¡	¡	¡	¡	¡
Usefulness of PD&R data sets	¡	¡	¡	¡	¡	¡
Ease of finding data sets on the website	¡	¡	¡	¡	¡	¡
Available data set formats	¡	¡	¡	¡	¡	¡
Accuracy of data	¡	¡	¡	¡	¡	¡

2b. On a scale of 1 to 5, where 1 is “Not al all satisfied” and 5 is “Extremely Satisfied,” please indicate your level of satisfaction with each of these statements about PD&R data sets:

	Strongly Disagree				Strongly Agree	Don't know N/A
	1	2	3	4	5
The data sets are timely	¡	¡	¡	¡	¡	¡
Data from PD&R is credible	¡	¡	¡	¡	¡	¡
PD&R data sets are valuable to my work	¡	¡	¡	¡	¡	¡

3. Which of the following research topic areas interest you? (please say yes to all that apply)

 Affordable housing

 Economic & housing market reports

 Building/Construction technology and methods

 Housing finance

 Public/Assisted housing research

 Community development issues

 GIS resources

 Evaluation of government programs

 Other Please Specify ___________________________

4. How often do you order/download publications, periodicals or data sets from HUD USER?

¡ 2-3 times a month

¡ Once a month

¡ 2-3 times a year

¡ Only once

¡ Never

¡ Other Please Specify ___________________________

5. Typically, how do you use the information on the HUD USER Web site (interviewer will enter the information in a text box if it does not fit into any of these categories)

 For reference

 For research

 To provide data to others

 To make decisions and/or set policy

 For personal interest

 To grow my business

 Other Please Specify _________________________

6. What other websites do you normally use to get information in your field?

7. For statistical purposes only, what is your work affiliation?

¡ Federal Government

¡ State/Local Government

¡ Researcher/Academic/Student

¡ Consultant

¡ Trade/Professional Organizations

¡ Builder/Developer/Architect

¡ Housing Advocate

¡ Faith-Based Organization

¡ Real Estate/Mortgage Industry

¡ Other Please Specify ___________________________

8. When looking for housing-related research in the future, how likely are you to seek out HUD USER?

¡ Very Likely

¡ Probably

¡ Not sure

¡ Unlikely

¡ Definitely not

9. Please provide us with any additional comments or suggestions you may have about research, publications, and data sets from PD&R.

Thank you again for your participation. As a token of our appreciation, we would like to offer you two free publications from PD&R. Would you like to write down the coupon code or I can take your order right now?

SECTION C

Question for those individuals who have ordered periodicals

Now talking specifically about the periodicals and newsletters such as USHMC, ResearchWorks, Breakhroughs, and Cityscape from HUD USER,

2a. On a scale of 1 to 5, where 1 is “Not at all satisfied” and 5 is “Extremely Satisfied,” please indicate your level of satisfaction with each of these statements about these periodicals and newsletters from PD&R:

	Not at All Satisfied				Extremely Satisfied	Don't know N/A
	1	2	3	4	5
Topics covered by PD&R periodicals and newsletters	¡	¡	¡	¡	¡	¡
Clarity of the information	¡	¡	¡	¡	¡	¡

2b. On a scale of 1 to 5, where 1 is “Not st all satisfied” and 5 is “Extremely Satisfied,” please indicate your level of satisfaction with each of these statements about PD&R periodicals and newsletters from PD&R:

	Strongly Disagree				Strongly Agree	Don't know N/A
	1	2	3	4	5
PD&R periodicals and newsletters are timely	¡	¡	¡	¡	¡	¡
PD&R periodicals and newsletters are well written	¡	¡	¡	¡	¡	¡

3. Which of the following research topic areas interest you? (please say yes to all that apply)

 Affordable housing

 Economic & housing market reports

 Building/Construction technology and methods

 Housing finance

 Public/Assisted housing research

 Community development issues

 GIS resources

 Evaluation of government programs

 Other Please Specify ___________________________

4. How often do you order/download publications, periodicals or data sets from HUD USER?

¡ 2-3 times a month

¡ Once a month

¡ 2-3 times a year

¡ Only once

¡ Never

¡ Other Please Specify ___________________________

5. Typically, how do you use the information on the HUD USER Web site (interviewer will enter the information in a text box if it does not fit into any of these categories)

 For reference

 For research

 To provide data to others

 To make decisions and/or set policy

 For personal interest

 To grow my business

 Other Please Specify _________________________

6. What other websites do you normally use to get information in your field?

7. For statistical purposes only, what is your work affiliation?

¡ Federal Government

¡ State/Local Government

¡ Researcher/Academic/Student

¡ Consultant

¡ Trade/Professional Organizations

¡ Builder/Developer/Architect

¡ Housing Advocate

¡ Faith-Based Organization

¡ Real Estate/Mortgage Industry

¡ Other Please Specify ___________________________

8. When looking for housing-related research in the future, how likely are you to seek out HUD USER?

¡ Very Likely

¡ Probably

¡ Not sure

¡ Unlikely

¡ Definitely not

9. Please provide us with any additional comments or suggestions you may have about research, publications, and data sets from PD&R.

Thank you again for your participation. As a token of our appreciation, we would like to offer you two free publications from PD&R. Would you like to write down the coupon code or I can take your order right now?

SECTION II

The Office of Policy Development and Research (known as PD&R) functions as the U.S. Department of Housing and Urban Development’s source for current information on housing, research on priority housing needs, and policy analysis for housing and community development issues. PD&R operates a website, huduser.org, to serve as a central information source for researchers, academics, policymakers, and the American public. You had placed an order for [Give name of publication/data set/periodical ordered] from PD&R last year.

Do you remember placing the order now?

¡ Yes [Continue to Section I]

¡ No [Continue to Q2]

¡ Not sure

¡ Ordered for some one else [continue to Section III]

If you don’t mind, I’d like to ask you a couple of questions for statistical purposes only. Would that be fine with you?

2. ¡ Yes [continue to question 3]

¡ No -- thank them for their time.

3. For statistical purposes only, what is your work affiliation?

¡ Federal Government

¡ State/Local Government

¡ Researcher/Academic/Student

¡ Consultant

¡ Trade/Professional Organizations

¡ Builder/Developer/Architect

¡ Housing Advocate

¡ Faith-Based Organization

¡ Real Estate/Mortgage Industry

¡ Other Please Specify ___________________________

3. What types of research products do you typically use for housing related information?

 Publications, such as research reports, academic journals, or government reports

 Data sets

 Periodicals, such as research-based newsletters

 Other Please Specify ___________________________

 None of the above

4. Which of the following research topic areas interest you?

 Affordable housing

 Economic & housing market reports

 Building/Construction technology and methods

 Housing finance

 Public/Assisted housing research

 Community development issues

 GIS resources

 Evaluation of government programs

 Other Please Specify ___________________________

5. What other websites do you normally use to get information in your field?

Thank you again for your participation. As a token of our appreciation, we would like to offer you two free publications from PD&R. Would you like to write down the coupon code or I can take your order right now?

SECTION III

1. For statistical purposes only, what is your work affiliation?

¡ Federal Government

¡ State/Local Government

¡ Researcher/Academic/Student

¡ Consultant

¡ Trade/Professional Organizations

¡ Builder/Developer/Architect

¡ Housing Advocate

¡ Faith-Based Organization

¡ Real Estate/Mortgage Industry

¡ Other Please Specify ___________________________

2. The Office of Policy Development and Research (known as PD&R) functions as the U.S. Department of Housing and Urban Development’s source for current information on housing, research on priority housing needs, and policy analysis for housing and community development issues. PD&R operates a website, huduser.org, to serve as a central information source for researchers, academics, policymakers, and the American public.

Does this sound like a resource that would be of interest to you?

¡ Yes

¡ No

¡ Not sure

Thank you again for your participation.

For Congressional Staffers

Hello, my name is___________. I am calling on behalf of the Office of Policy Development and Research of the US Department of Housing and Urban Development. Could I please talk to __[name of the staffer]___

The Office of Policy Development and Research (known as PD&R) functions as the U.S. Department of Housing and Urban Development’s source for current information on housing, research on priority housing needs, and policy analysis for housing and community development issues. PD&R operates a website, huduser.org, to serve as a central information source for researchers, academics, policymakers, and the American public. I wanted to talk to you briefly about the research products from PD&R. This will take no more than 5 minutes of your time. Would you be willing to answer a few questions?

If yes: Thank you for agreeing to participate. Please answer the questions to the best of your comfort level. The results will be reported for the group of respondents as a whole.

If no: Is there a more convenient time when I can call back? Thank you for your time.

1. Have you read or used or are familiar with research products from PD&R

 Publications from PD&R (Name if mentioned)

 Periodicals and newsletters such as USHMC, ResearchWorks, Breakhroughs, and Cityscape from PD&R (Name if mentioned)

 Data sets from PD&R (Name if mentioned)

 None of the above [go to Q3]

I would like to now ask about your overall impression of ALL PD&R products.

2a. How satisfied are you with the overall quality research products from PD&R?

Not at Extremely Don’t

all satisfied satisfied know

1 2 3 4 5

¡ ¡ ¡ ¡ ¡ ¡

2b. How satisfied are you with the overall usefulness of research products from PD&R?

Not at Extremely Don’t

all satisfied satisfied know

1 2 3 4 5

¡ ¡ ¡ ¡ ¡ ¡

2c. How can we make research products from PD&R more useful to you?

3. What types of research products do you typically use for housing related information?

 Publications, such as research reports, academic journals, or government reports

 Data sets

 Periodicals, such as research-based newsletters

 Other Please Specify ___________________________

 None of the above

4. What other websites do you normally use to get housing related information?

5. Please let me know if there are any other comments or suggestions you may have about reports, publications, and data sets from PD&R.

Thank you again for your participation. As a token of our appreciation, we would like to offer you two free publications from PD&R. Would you like to write down the coupon code or I can take your order right now?