FF 90-150, Internet On-Line Registration-Phone Survey
LOCATION |
CURRENT TEXT |
REVISED TEXT |
None |
(New Question in Revised Text ) |
1. Which of the following websites did you access to apply for disaster assistance? a) DisasterAssistance.gov b) FEMA.gov |
Pg 6, #3 |
After the disaster, how did you hear about FEMA?
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1a. How did you find out about that website? a) Newspaper b) Radio c) Community Group d) Television e) Friend or Family f) Disaster Worker g) Internet Search g) Other |
Pg 6 #3a |
How would you rate the effectiveness of the communications in helping you get the information you need?
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(This question is now removed) |
Pg 6 #3b |
In what way was the information below average or poor?
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(This question is now removed) |
None |
(Due to Executive Order: New Question in Revised) |
2. You were offered an option to take an anonymous Pre-Screening Questionnaire before doing an online disaster assistance registration. Did you take the questionnaire?
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None |
(Due to Executive Order: New Question in Revised) |
2a. This series of questions relate only to that questionnaire. How would you rate the questions on being easy to understand?
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None |
(Due to Executive Order: New Question in Revised) |
2b. After completing the questionnaire you may have received information about other agencies. How helpful was that information?
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None |
(Due to Executive Order: New Question in Revised) |
2c. How could the information have been more helpful?
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None |
(Due to Executive Order: New Question in Revised) |
3. The website provided the ability to browse information by category or by agency. How helpful was it to browse by: |
None |
(New Question in Revised Text) |
3a. Category?
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None |
(New Question in Revised Text) |
3b. What about by Agency? Extremely Helpful Very Helpful Helpful Not Very Helpful Not at all Helpful No Opinion |
Pg 2 #1 |
Overall, how would you rate the information and support you've received from FEMA since the disaster occurred? Would d you say it's been:
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4. Overall, how would you rate the website for obtaining disaster assistance information? Would you say it was:
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Pg #1a |
In what way was the information and support you received below average/poor?
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4a. Tell me a little about your reasons for that rating.
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Pg 7 #5 |
Overall how would you rate FEMA’s Internet Registration System on making it easy to apply for disaster assistance? Would you say it was:
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5. For the next questions please think only about your experience in completing the on-line registration for disaster assistance. Overall, how would you rate that experience? Would you say it was:
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Pg 7 #5a |
What difficulties did you have?
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5a. Tell me a little about your reasons for that rating.
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None |
(New Question in Revised Text) |
6. Each screen included a "Help for this Page" button to assist you in filling out your application. Would you say the help information was:
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None |
(New Question in Revised Text) |
6a. In what way was the help information below average or poor?
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Page 10 #8 |
When registering over the internet, were you referred to other agencies that may also be able to provide you with assistance?
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(The revised question #7 addresses the topic but with a different purpose: helpful scale versus recall of the referral) |
Page 10 #8a |
Which agencies were you referred to?
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(The Revised question #7 addresses the topic but with a different purpose. Revised measures the helpfulness – not the recall of the referral) |
Page 10 #8b |
Based on your application, we may have referred you to (read highlighted referrals that applicant did not identify in 10a). Would you like me to give you the information so you can contact them when you have an opportunity?
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(This question is now removed) |
None |
(Revised is similar to #8 and #8a in Current but with a different purpose: helpful scale versus recall of the referral) |
7. After completing your registration, information was displayed about other agencies or organizations that may be able to assist you. Would you say that information was:
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None |
(New Follow Up Question in Revised Text) |
7a. What were your reasons for this rating?
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Pg 3 #2 |
After registering online, did you call the Internet technical Helpdesk
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8. Did you use the website's Technical Support services such as e-mailing or calling the 800 number about a technical problem?
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None |
(New Question in the Revised Text) |
8a. Which contact method did you use?
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Pg 3 #2 continued |
If yes: Thinking only about your call to the Technical Helpdesk, how would you rate the way the Technician handled your call? Would you say:
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8b. Thinking only about your communications with Technical Support, how would rate the service you received? Would you say it was?
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Pg 3 #2a |
In what way was your call (below average or poor)?
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8c. In what way was the support Below Average or Poor?
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Pg 4 #2b |
How would you rate the Technician on showing a genuine interest in your call?
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(This question and those following regarding the Helpdesk are all included in the one question above #10) |
Pg 4 #2c |
On taking the time to listen to the details of your situation?
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(This question is now removed) |
Pg 4 #2e |
On treating you with respect?
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(This question is now removed) |
Pg 4 #2f |
How would you rate the Technician's overall attitude during your call?
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(This question is now removed) |
Pg 4 #2g |
In what way was it (below average or poor)?
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(This question is now removed) |
Pg 5 #2h |
How would you rate the Helpdesk Technician on answering your questions? Would you say:
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(This question is now removed) |
Pg 5 #2i |
What question was the technician unable to answer?
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(This question is now removed) |
Page 9 #7 |
Based on what you have seen, read, and heard, as well as your personal opinion, how would you rate FEMA's overall reputation in your community? Would you say it was:
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(The Current image questions are replaced with other image questions in the Revised Text #9 and #10) |
Page 9 #7a |
Why do you the reason would be (for below average or poor)?
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(This question is now removed) |
None |
(New Question in Revised Text) |
9. In the future, should you need disaster assistance, what is the likelihood that you would use this method to apply for assistance? Would you:
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Page 10 #9 |
For this next question, FEMA is very interested in getting your opinion on what we could do to improve our service. What suggestions would you like to pass on to FEMA? (Specify) |
9a. What changes are needed to increase the likelihood? (Specify) |
None |
(New Question in Revised) |
10. Would you recommend the site to a friend or family member?
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Page 29 #10 No Change |
All right, I have only one more question for you. FEMA is very interested in the quality of service we provide you. May we call you at a later date to ask you some additional questions?
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11. All right, I have only one more question. FEMA is very interested in the quality of service we provide. May we call you at a later date if we have additional questions?
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Page 7 #4 |
When you registered on the internet, did you have any difficulty accessing the Individual Assistance Center?
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(This question is now removed) |
Page 7 #4a |
What problems did you have?
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(This question is now removed) |
Page 8 #6 |
Now I'd like you to think about the Inspection FEMA conducted to assess your damages. I see you had multiple inspections. Which one would you like to be surveyed about?
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(This question is now removed) |
Page 8 #6a |
How many days after your call did FEMA conduct the inspection? |
(This question is now removed) Covered in another survey |
Page 8 #6b |
How would you rate the amount of time between your call and the inspection? Would you say it was:
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(This question is now removed) Covered in another survey |
Page 8 #6c |
Overall, how satisfied are you with the inspection FEMA conducted?
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(This question is now removed) Covered in another survey |
Page 8 #6d |
Why were you dissatisfied with the inspection?
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(This question is now removed) Covered in another survey |
Custom Question Series |
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Pg 11-12 #CQIAC-Reg Series |
Did you personally attempt to do your Registration over the Internet?
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(This series of questions is now removed and will be asked on a different survey) |
Pg 13 #CQIAC-Inq Series |
Did you try to use the FEMA.gov website to check on your application?
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(This series of questions is now removed and will be asked on a different survey) |
Pg 14-16 #CQAD Series |
Auto Dialer: Did you receive a recorded message from FEMA stating your correspondence or fax was received or mail was returned?
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(This series of questions is now removed and will be asked on a different survey) |
Pg 17-19 #CQIVR Series |
Automated Information System (IVR): Have you used the automated method to check the status of your case?
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(This series of questions is now removed and will be asked on a different survey) |
Pg 20-23 #CQSN Series |
Special Needs: Has a FEMA Special Needs Caseworker given you a courtesy call about your needs for support after the disaster?
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(This series of questions is now removed and will be asked on a different survey) |
Pg 24 #CQCL Series |
Centralized Location: If FEMA were to provide internet access at a centralized location, how likely would you be to go to that location to use the internet and other services provided?
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(This series of questions is now removed and will be asked on a different survey) |
Pg 25-27 #CQDRC Series |
Disaster Recovery Center: Following the disaster, did you have an opportunity to visit FEMA’s Disaster Recovery Center?
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(This series of questions is now removed and will be asked on a different survey) |
Pg 28 #CQ1-4 |
Custom Questions for Future Use |
(This question is now removed) |
FF90-150 Internet On-Line Registration Survey - Change Request
File Type | application/msword |
File Title | FF-####, TITLE |
Author | FEMA Employee |
Last Modified By | FEMA |
File Modified | 2009-02-04 |
File Created | 2009-02-03 |