Form 310 RRB Final 310 RRB Final 310 RRB Final
Customer Satisfaction Measure of Government Websites
310 RRB Final 4-13-10.xls
310 RRB and 311 Custom Qs
OMB: 1090-0008
⚠️ Notice: This form may be outdated. More recent filings and information on OMB 1090-0008 can be found here:
Document [xlsx]
Download: xlsx | pdf
Current Custom Qsts
Overview
Current Model QstsCurrent Custom Qsts
Sheet 1: Current Model Qsts
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| RRB - Browse | |||||
| MID: | kpZ9h4xJ8pV9JsU5NMssFw== | ||||
| Date: | 2/23/2010 | ||||
| \ | |||||
| Model questions utilize the ACSI methodology to determine scores and impacts | |||||
| ELEMENTS (drivers of satisfaction) | CUSTOMER SATISFACTION | FUTURE BEHAVIORS | |||
| Content (1=Poor, 10=Excellent, Don't Know) | Satisfaction | Return (1=Very Unlikely, 10=Very Likely) | |||
| 1 | Please rate the accuracy of information on this site. | 17 | What is your overall satisfaction with this site? (1=Very Dissatisfied, 10=Very Satisfied) |
20 | How likely are you to return to this site? |
| 2 | Please rate the quality of information on this site. | 18 | How well does this site meet your expectations? (1=Falls Short, 10=Exceeds) |
Recommend (1=Very Unlikely, 10=Very Likely) | |
| 3 | Please rate the freshness of content on this site. | 19 | How does this site compare to your idea of an ideal website? (1=Not Very Close, 10=Very Close) |
21 | How likely are you to recommend this site to someone else? |
| Look and Feel (1=Poor, 10=Excellent, Don't Know) | Trust (1=Strongly Disagree, 10=Strongly Agree) | ||||
| 4 | Please rate the visual appeal of this site. | 22 | I can count on this agency to act in my best interests. | ||
| 5 | Please rate the balance of graphics and text on this site. | 23 | I consider this agency to be trustworthy. | ||
| 6 | Please rate the readability of the pages on this site. | 24 | This agency can be trusted to do what is right. | ||
| Navigation (1=Poor, 10=Excellent, Don't Know) | |||||
| 7 | Please rate how well the site is organized. | ||||
| 8 | Please rate the options available for navigating this site. | 
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| 9 | Please rate how well the site layout helps you find what you are looking for. | ||||
| 10 | Please rate the number of clicks to get where you want on this site. | ||||
| Online Transparency (1=Poor, 10=Excellent, Don't Know) | |||||
| 11 | Please rate how thoroughly this agency discloses information about what this agency is doing. | ||||
| 12 | Please rate how quickly agency information is made available on this website. | ||||
| 13 | Please rate how well information about this agency's actions can be accessed by the public on this website. | ||||
| Site Performance (1=Poor, 10=Excellent, Don't Know) | |||||
| 14 | Please rate how quickly pages load on this site. | ||||
| 15 | Please rate the consistency of speed from page to page on this site. | ||||
| 16 | Please rate the ability to load pages without getting error messages on this site. | ||||
Sheet 2: Current Custom Qsts
| RRB - Browse |
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| MID: kpZ9h4xJ8pV9JsU5NMssFw== | underlined & italicized: RE-ORDER | ||||||||
| Date: | 3/31/2010 | pink: ADDITION | |||||||
| blue + -->: REWORDING | |||||||||
| MID: kpZ9h4xJ8pV9JsU5NMssFw== CUSTOM QUESTION LIST | |||||||||
| QID (Group ID) |
Skip Logic Label | Question Text | Answer Choices (limited to 50 characters) |
Skip to | Type (select from list) | Single or Multi | Required Y/N |
Special Instructions | CQ Label |
| EDO01549 | How frequently do you visit this site? | This is my first time visiting this site | Dropdown (Select-one) | Single | Y | Visit Frequency | |||
| Daily | |||||||||
| Weekly | |||||||||
| Monthly | |||||||||
| Every few months | |||||||||
| Twice a year or less | |||||||||
| EDO01550 | What best describes your role in visiting the site today? | Active railroad employee | Radio button, one-up vertical | Single | Y | OPS Group | Role | ||
| Retired railroad employee | |||||||||
| Former railroad employee | |||||||||
| Family member of a current or former railroad employee | |||||||||
| Railroad or Labor employer | |||||||||
| Researcher | |||||||||
| Media representative | |||||||||
| Agency (RRB) employee | |||||||||
| Other (please specify) | A | ||||||||
| EDO01551 | A | Other Role | Text field, <100 char | N | OPS Group | Other Role | |||
| EDO01552 | What was your primary purpose for visiting the site today? | Benefit Forms & Publications | Radio button, one-up vertical | Single | Y | Skip Logic Group | Primary Reason | ||
| Benefit Information | |||||||||
| Benefit Online Services | B | ||||||||
| Employer Forms & Publications | |||||||||
| Employer Information | |||||||||
| Employer Online Services | C | ||||||||
| Railroad Job Listings | |||||||||
| Find Your Field Office (zip locator) | |||||||||
| Agency Management & Reports | |||||||||
| Financial, Actuarial & Statistical information | A | ||||||||
| Genealogy | |||||||||
| Legal Information | |||||||||
| National RR Investment Trust | |||||||||
| News Releases | |||||||||
| Office of Inspector General | |||||||||
| Public Forms & Publications | |||||||||
| Other (please specify) | Z | ||||||||
| EDO01553 | Z | What other reason did you have for visiting the site today? | Text area, no char limit | Single | N | Skip Logic Group | Other Reason | ||
| EDO01554 | A | What other types of Financial, Actuarial & Statistical information would be of interest to you? | Text area, no char limit | Single | N | Skip Logic Group | Other Actuarial | ||
| EDO01555 | B | Which Benefit Online Services were you looking for? (check all that apply) | Request duplicate tax statement | Checkbox, one-up vertical | Multi | Y | Skip Logic Group | Other Benefit Services | |
| Request monthly rate verification letter | |||||||||
| Request replacement Medicare card | |||||||||
| Request Service and Compensation History statement | |||||||||
| Request a PRC code to establish an internet account | |||||||||
| Request a new password | |||||||||
| Change a password | |||||||||
| View Service and Compensation History | |||||||||
| Get an annuity rate estimate | |||||||||
| Apply for unemployment benefits | |||||||||
| Claim unemployment benefits | |||||||||
| View RUIA account statement | |||||||||
| Other (please specify) | D | ||||||||
| EDO01556 | D | What other Benefit Online Services were you looking for today? | Text area, no char limit | Single | N | Skip Logic Group | Other_BOS | ||
| EDO01557 | C | Which Employer Online Services did you utilize today? (check all that apply) | Adjust service and compensation records (Form BA-4) | Checkbox, one-up vertical | Multi | Y | Skip Logic Group | Other ERS | |
| Respond to an employee protest (Form GL-129a) | |||||||||
| Provide employee addresses (Form BA-6a) | |||||||||
| Respond to a Notice of Payment of UI/SI Benefits (Form ID-4E) | |||||||||
| Respond to a Prepayment Notice of Employee’s Application and Claims for UI/SI Benefits (Form ID-4K) | |||||||||
| None of the above | |||||||||
| EDO01558 | Did you visit the RRB.gov homepage today? | Yes | H | Drop down, select one | Single | Y | Skip Logic Group | Homepage | |
| No | |||||||||
| Don't Know | |||||||||
| EDO01559 | H | Was it clear where to navigate from the homepage to find what you were looking for? | Yes | Drop down, select one | Single | Y | Skip Logic Group | Home_navigation | |
| No | |||||||||
| EDO01560 | Did you use the site's search tool today? | Yes | A | Radio button, one-up vertical | Single | Y | Skip Logic Group | Search | |
| No | |||||||||
| EDO01561 | A | Did the search results provide you the information you were looking for? | Yes, the results immediately returned the information I was looking for | Radio button, one-up vertical | Single | Y | Skip Logic Group | Search Results | |
| Yes, but it took me several searches before I found the information I wanted | |||||||||
| No, the search results were not helpful | |||||||||
| EDO01562 | Were you able to find what you were looking for today? | Yes | Radio button, one-up vertical | Single | Y | Skip Logic Group | Accomplished Goal | ||
| No | A | ||||||||
| EDO01563 | A | Please tell us what you could not find today. | Text area, no char limit | N | Skip Logic Group | Could not find | |||
| EDO01564 | Please tell us what you experienced on the RRB.gov site today. (check all that apply) | I had little to no difficulty getting to the information I wanted | Checkbox, one-up vertical | Multi | N | OPS Group | Experience | ||
| I did not know where to begin looking for what I needed | |||||||||
| It was not clear to me where the links would lead | |||||||||
| I experienced technical difficulties (error messages) | |||||||||
| I was often confused about where I was on the site | |||||||||
| The information did not seem to be organized in a logical manner | |||||||||
| Other (please specify) | A | ||||||||
| EDO01565 | A | Other Experience | Text field, <100 char | N | OPS Group | Other Experience | |||
| EDO01566 | If the RRB were to introduce the following tools and services in the future, which of the following would you be most interested in using to interact with this Agency? (Please select all that apply) | In social networks (e.g. Facebook) | Checkbox, one-up vertical | Multi | N | OPS Group | Interaction | ||
| Following a microblog (e.g. Twitter) | |||||||||
| By adding comments, ratings, or reviews | |||||||||
| Receiving newsletters/email updates | |||||||||
| Subscribing to RSS feeds | |||||||||
| Watching Vodcasts or video (e.g. YouTube) | |||||||||
| Reading blogs | |||||||||
| Contributing to wikis | |||||||||
| Listening to Podcasts or audio | |||||||||
| Adding a widget or gadget to my personalized page | |||||||||
| Bookmark or tag pages (e.g. Digg or Delicious) | |||||||||
| Other (please specify) | B | ||||||||
| None of the above | |||||||||
| EDO01567 | B | Other Interaction | Text field, <100 char | N | OPS Group | OE_Preferred SM | |||
| EDO01568 | Which of the following Social Media websites have you visited in the past 30 days? (Please select all that apply) | Digg | Checkbox, one-up vertical | Multi | N | SM_Interaction | |||
| Delicious | |||||||||
| Flickr | |||||||||
| MySpace | |||||||||
| YouTube | |||||||||
| EDO01569 | What is your age range? | Under 25 | Drop down, select one | Single | N | Age | |||
| 25 - 34 | |||||||||
| 35 - 44 | |||||||||
| 45 - 59 | |||||||||
| 60 - 64 | |||||||||
| 65 or older | |||||||||
| EDO01570 | Please tell us what improvements, if any, you would like to see made to the RRB.gov site. | Text area, no char limit | N | Improvement | |||||
| File Type | application/vnd.ms-excel |
| File Title | Questionnaire Production Guidelines_Template |
| Author | Professional Services |
| Last Modified By | sgrow |
| File Modified | 2010-04-13 |
| File Created | 2001-08-03 |
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