Form FV-660 MOLS Survey

MOLS User Satisfaction Survey
1. Introduction to the Survey (OMB No. 0581-NEW)
In 2008, the Department of Agriculture’s (USDA) Agricultural Marketing Service
(AMS) introduced the Marketing Order On Line Services (MOLS) System. MOLS, a
web-based application, allows fruit and vegetable shippers and receivers to
submit, review and search for FV-6 (Inspection Exemption) Certificates online.
Designed as a tool to help USDA manage incoming FV-6 forms, it promotes a
paperless reporting system that reduces the workload of importers, streamlines
their operations, and allows the most efficient clearance through U.S. Customs
and Border Protection.
According to the Paperwork Reduction Act of 1995, an agency may not conduct or
sponsor, and a person is not required to respond to a collection of information
unless it displays a valid OMB control number. The valid OMB control number for
this information collection is 0581-NEW. The time required to complete this
information collection is estimated to average 15 minutes per response,
including the time for reviewing instructions, searching existing data sources,
gathering and maintaining the data needed, and completing and reviewing the
collection of information.
The U.S. Department of Agriculture (USDA) prohibits discrimination in all its
programs and activities on the basis of race, color, national origin, age,
disability, and where applicable, sex, marital status, familial status, parental
status, religion, sexual orientation, genetic information, political beliefs,
reprisal, or because all or part of an individual’s income is derived from any
public assistance program (Not all prohibited bases apply to all programs.)
Persons with disabilities who require alternative means for communication of
program information (Braille, large print, audiotape, etc.) should contact USDA’s
TARGET Center at (202) 720-2600 (voice and TDD). To file a complaint of
discrimination, write to USDA, Director, Office of Civil Rights, 1400 Independence
Avenue, S.W., Washington, D.C. 20250-9410, or call (800) 795-3272 (voice) or
(202) 720-6382 (TDD). USDA is an equal opportunity provider and employer.
FV-660
2. General Overview Questions:
To begin, think back to BEFORE you had used MOLS. Please remember your
expectations.
1. What were your expectations of the overall quality of the system?
Very
Low
My
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expectations
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Very
High
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MOLS User Satisfaction Survey
2. How well did you expect MOLS to meet your personal requirements from
a web-based application, such as performance, attractiveness and
features?
Not my
Exceed my
expectations
expectations
at all
I expected
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MOLS to:
3. Thinking about your MOLS expectations, how often did you expect that
things could go wrong with MOLS in regards to performance, attractiveness
and features?
Very
Never
often
I expected
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things to go
wrong:
FV-660
3. MOLS Main Page (the page seen after logging on to the system):

* 1. Are you aware that you can access outstanding actions for certificates
(for example, viewing/editing pending certificate information or
viewing/printing completed FV-6s) directly after logging into MOLS by
clicking on the appropriate links provided?
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Yes

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No

FV-660
4. MOLS Main Page (the page seen after logging on to the system):
1. If yes,
Very
Often

Never
How often do
you use the
links to
view/edit
certificates?
How often do
you use the
links to
view/print
finalized
certificates?

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MOLS User Satisfaction Survey
2. Have these functions been beneficial to you
Never
been
helpful
These
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functions have:

Been
very
helpful
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FV-660
5. MOLS Main Page (the page seen after logging on to the system):
1. Do you have any overall comments about the MOLS Main Page (the page
seen after logging on to the system)?

FV-660
6. Requesting a New Certificate:

* 1. Are you aware of how to request a new certificate using MOLS?
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Yes

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No

FV-660
7. Requesting a new certificate:

* 1. If yes, have you actually submitted a request for yourself or on behalf of
your business?
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Yes

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No

FV-660
8. Requesting a new certificate:

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MOLS User Satisfaction Survey
1. If yes, how much ease or difficulty did you encounter in submitting this
project request?
No
A lot of
difficulty
difficulty
I encountered:
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Please indicate the types of difficulties you experienced, if any:

FV-660
9. Requesting a New Certificate:
1. Do you have any overall comments in regards to requesting a new
project activity?

FV-660
10. Editing a pending certificate:

* 1. Have you been responsible for editing a certificate that has already been
submitted on behalf of your business?
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Yes

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No

FV-660
11. Editing a pending certificate:

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MOLS User Satisfaction Survey
1. If yes,
Very
Difficult/Not
Easy to
Understand
How much ease or
difficulty did you
encounter in
locating the editing
screen?
How much ease or
difficulty did you
experience in
entering/submitting
the information on
the draft/edit
proposal screens?
How clear was the
draft/edit screen?
Was the MOLS
screen clear
enough in
suggesting how to
submit the
information and the
proposal?

Extremely
Easy/Very
Clear

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FV-660
12. Editing a pending certificate:
1. Do you have any general comments to make regarding editing a
certificate?

FV-660
13. Receiver Certificate Completion:

* 1. Have you used MOLS to submit receiving information?
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Yes

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No

FV-660
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MOLS User Satisfaction Survey
14. Receiver Certificate Completion:
1. If yes, how much ease or difficulty did you experience?
Much
Difficulty
I experienced:
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Little
Difficulty
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FV-660
15. Receiver Certificate Completion:
1. Do you have any overall comments regarding new project approval?

FV-660
16. Printing the Certificate:

* 1. Have you printed an FV-6 certificate using MOLS?
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Yes

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No

FV-660
17. Printing the Certificate:
1. If yes, how did you print the FV-6 certificate?
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I clicked the link in the navigation screen on the left side of the screen

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I clicked on the “print” link on the main MOLS screen.

2. How easily did you locate the FV-6 print link?
Not
Difficult
to
Locate

Difficult
to
Locate
It was:

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MOLS User Satisfaction Survey
3. If you used the “print” function, how useful was it?
Not
Useful
At All
It was:
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Very
Useful
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If not useful, why?

FV-660
18. Printing the Certificate:
1. Do you have any overall comments regarding the certificate printing
function?

FV-660
19. MOLS “Change Registration” Function:

* 1. Have you changed your registration information in MOLS?
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Yes

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No

FV-660
20. MOLS “Change Registration” Function:
1. If you have used this function, were you clear on where to find it?
Not Very
Very
Clear/Intuitive
Clear/Intuitive
It was:
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FV-660
21. MOLS “Change Registration” Function:

* 1. Have you used the MOLS “Help” link?
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Yes

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No

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MOLS User Satisfaction Survey
FV-660
22. MOLS “Change Registration” Function:
1. If yes, how helpful was the information provided?
Not
Helpful
It was:
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Extremely
Helpful
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FV-660
23. Other MOLS Spec Questions:
1. Please indicate the ONE function you find the most useful in MOLS?
j Requesting new FV-6 Certificates (click the certificate number on the main
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MOLS screen)
j Printing completed FV-6 Certificates (either click the “print” link on the
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main MOLS screen or click the link on the left navigation screen)
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Viewing/Editing pending certificates

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Changing your registration information

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Utilizing the “help” link information

Other (please specify)

2. What THREE functions are the most unclear?
Requesting new FV-6 Certificates (click the certificate number on the main
MOLS screen)
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Printing completed FV-6 Certificates (either click the “print” link on the
main MOLS screen or click the link on the left navigation screen)
c
d
e
f
g
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Viewing/Editing pending certificates

c
d
e
f
g

Changing your registration information

c
d
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Utilizing the “help” link information

Other (please specify)

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MOLS User Satisfaction Survey
3. How would you rate the general MOLS layout:
I
Don't
Like It
Main Menus:
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Color Scheme:
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Other (please specify)

4. Would you change anything in MOLS to make it more user-friendly,
accessible and/or intuitive? If so, what would you suggest?

* 5. The current, electronic process of submitting FV-6 Certificates (via MOLS)
was introduced in 2008. Prior to MOLS, USDA used carbon paper forms
mailed out from USDA AMS headquarters only during normal business hours
(Monday through Friday). Did you use the previous paper version of the FV6 forms?
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Yes

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No

FV-660
24. Other MOLS Spec Questions:
1. If yes, how would compare the current version to the previous version of
MOLS?
Worse
Better
Than
Than
the
the
Paper
Paper
Version
Version
The new
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version of
MOLS is:
Comments:

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MOLS User Satisfaction Survey
FV-660
25. Conclusion: General Satisfaction Questions:
Next, consider all your ACTUAL experiences with MOLS.
1. How would you rate the overall quality of MOLS?
Low
MOLS quality
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is:

High
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2. Thinking about your personal requirements for a web-based application,
such as performance, attractiveness and features, how well has MOLS
actually met your requirements?
Not Met My
Met My
Personal
Personal
Requirements
Requirements
MOLS has:
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3. How often did MOLS work properly for you regarding performance,
attractiveness and features?
Did Not
Functioned
Function
Extremely
Well
Well
MOLS:
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4. Please rate often you have experienced glitches in MOLS regarding
performance, attractiveness and features.
Very
Often

Never
I experienced
glitches:
Comments

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5. Thinking about the quality of web-based computer applications such as
MOLS, do you consider it difficult or easy to judge what is high versus low
quality?
Very
Very
Low
High
I consider my
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ability to judge
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MOLS User Satisfaction Survey
26. Conclusion - General Satisfaction Questions:
Given the quality of MOLS, consider the value of MOLS in terms of both userfriendliness and usefulness.
1. How would you rate its user-friendliness?
Not
UserFriendly
At All
I would rate it:
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Extremely
UserFriendly
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2. How would you rate its overall usefulness?
Not
Very
Useful
MOLS
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usefulness is:

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Extremely
Useful
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3. Given the amount of time you spend using MOLS, how would you rate the
quality of your time spent using the system?
Not
Very
Well
Well
Spent
Spent
My time is:
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Comments:

FV-660
27. Conclusion - General Satisfaction Questions:
Please consider your overall satisfaction with MOLS.
1. How satisfied are you with MOLS when you consider all your experiences
to date?
Extremely
Extremely
Disatisified
Satisfied
I am:
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MOLS User Satisfaction Survey
2. To what extent has MOLS fallen short of your expectations or exceeded
your expectations?
Disappointed
Exceeded My
My
Expectations
Expectations
MOLS:
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3. Imagine an ideal web-based data storage system. How well do you think
MOLS compares with that ideal system?
Not
Close
Close
to My
to My
Ideal
Ideal
System
System
MOLS is:
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FV-660
28. Conclusion - General Satisfaction Questions:
Think about any communication you may have had with the MOLS system
administrators in regards to difficulty and/or complaints about your experience.
1. Have you ever complained about MOLS?
j
k
l
m
n

Yes

j
k
l
m
n

No

2. How many times have you complained to the system administrators in
writing (email or snail mail), in person or by telephone?
c
d
e
f
g

I have not complained

c
d
e
f
g

1-5 times

c
d
e
f
g

5-10 times

c
d
e
f
g

10-15 times

c
d
e
f
g

15 or more times

Comments on your experience with the system administrators:

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MOLS User Satisfaction Survey

* 3. Have you discussed your experiences with other shippers or receivers?
j
k
l
m
n

Yes

j
k
l
m
n

No

FV-660
29. Conclusion - General Satisfaction Questions:
1. With how many other shippers or receivers have you discussed MOLS?
j
k
l
m
n

1-5 people

j
k
l
m
n

5-10 people

j
k
l
m
n

10-15 people

j
k
l
m
n

15 or more people

j
k
l
m
n

have not discussed

FV-660
30. Conclusion - General Satisfaction Questions:
1. The next time you use MOLS, how likely is it that you will be hesitant to
use the system to its fullest potential?
Not
Very
Very
Hesitant
Hesitant
I will be:
j
k
l
m
n
j
k
l
m
n
j
k
l
m
n
j
k
l
m
n
j
k
l
m
n
n
j
k
l
m
j
k
l
m
n
j
k
l
m
n
j
k
l
m
n
n
j
k
l
m
2. Any other final comments:

FV-660

Page 13