441 FMCSA Satisfac 441 FMCSA Satisfaction Survey v2

Customer Satisfaction Measure of Government Websites

2011 441 FMCSA Satisfaction Survey v2.xlsx

439 FMCSA Passenger Carrier, 440 FMCSA Protect your moveV2; 441FMCSA v2; 442FMCSA Share the Road; 443CQs for OMB started 4-28-2011

OMB: 1090-0008

Document [xlsx]
Download: xlsx | pdf
Model Instance Name: FMCSA Satisfaction Survey v2

red & strike-through: DELETE








underlined & italicized: RE-ORDER





MID: Is5BUVkg5cYYIodcMp5ARg==

pink: ADDITION





Date: 5/6/2011 blue + -->: REWORDING















CUSTOM QUESTION LIST
QID 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
AML000026
How frequently do you visit this site? First time
Dropdown (Select-one) Single Y
Frequency of visits



Daily








Weekly








Monthly








1 to 4 Times Per Year





AML000027
How would you best describe yourself? Broker
Dropdown (Select-one) Single Y Skip Logic Group Describe yourself



Consultant








Driver








Federal, State, or Local Government Staff (but not FMCSA)








FMCSA staff








General Public








Insurance Professional








Legal Professional








Medical Professional








Owner / Operator








Press / Media








Researcher / Student








Safety Professional








Truck / Bus Company Staff








Truck / Bus Company Management








Truck / Bus Group or Association Staff








Other A




AML000028 A If you answered "other" to 'which category describes you best', please specify:

Text area, no char limit
N Skip Logic Group Other_Describes you
AML000029
What best describes your organization? Operates large trucks or buses as the primary business
Drop down, select one Single Y
Describes Organization



Operates large trucks or buses, but not as the primary business








Supports the Motor Carrier Industry (e.g., Consulting, Legal)








Association








Household Goods Mover








Government








Press / Media








Medical








Educational








Other





AML000030
How many years have you been involved with the Motor Carrier industry? Less than 1 year
Drop down, select one Single Y
Years with Motor Carrier



1 to 3








4 to 10








More than 10








Does not apply





AML000031
If you work with or for a motor carrier, how many trucks and/or buses does that company operate (leased or owned)? 1 to 6
Drop down, select one Single Y
If work with MC trucks



7 to 20








21 to 100








More than 100








Does not apply





AML000032
What type of information were you primarily looking for on this website? Rules & Regulations
Radio button, one-up vertical Single Y Skip Logic Group Looking for



Hazardous Materials








Registration, Licensing & Insurance








Safety & Security








Facts, Research & Technology








Forms








Consumer Information








Contact Information








General Information About FMCSA








Cross Border








Medical Programs








Training Programs for FMCSA and Field Staff








How to file a household goods consumer complaint








How to file a commercial or safety complaint








Other A




AML000033 A What type of information were you looking for?

Text field, <100 char
N Skip Logic Group Other - type of information
AML000034
Which of the following did you primarily use on this website today to find the information? Alphabetical Keyword List
Radio button, one-up vertical Single Y Skip Logic Group Primarily use to find info



Left-Hand Navigation







Website Links in the Text







Search Box on this Site







Site Map







Tabs at Top of the Page







Other A



AML000035 A How did you primarily look for information on the site today?

Text field, <100 char
N Skip Logic Group Other - find information
AML000036
How would you describe your navigation experience on this site today? (Please select all that apply.) Did not have difficulty while looking for information on this site
Radio button, one-up vertical Single Y Skip Logic Group Navigation



Links did not take me where I expected







Links/labels were difficult to understand







Had technical difficulties (e.g. broken links, error messages, etc.) A






Did not know how to get back to previous pages visited







To many links to choose from







Other B



AML000037 A What technical difficulties did you encounter?

Text area, no char limit
N Skip Logic Group OE_Technical Difficulties
AML000038 B What other difficulty did you have while looking for information on this site?

Text area, no char limit
N Skip Logic Group OE_Navigation
AML000039
Did you use the search feature today? Yes A,B Radio button, one-up vertical Single Y Skip Logic Group Search



No




AML000040 A Were the search results helpful? Yes
Radio button, one-up vertical Single Y Skip Logic Group Search Helpful



No




AML000041 B Did you encounter any difficulty with the search feature? Yes C Radio button, one-up vertical Single Y Skip Logic Group Encounter Search Difficulty



No




AML000042 C What type of difficulty did you primarily encounter? It returned no results

Drop down, select one Single Y Skip Logic Group Search Difficulties



It returned too many results







It returned too few results







Results links were broken D






Results were not relevant to my search terms or needs E






Results were too similar/redundant







Search required too many attempts







I was not sure what words to use in my search







Search speed was too slow







Search results were not organized well







Other F



AML000043 D Which results links were broken?

Text area, no char limit
N Skip Logic Group OE_Broken Search Links
AML000044 E What search term/keyword did you use?

Text area, no char limit
N Skip Logic Group OE_Search Keywords Used
AML000045 F What type of difficulty did you primarily encounter?

Text area, no char limit
N Skip Logic Group OE_Search Difficulties
AML000046
On the FMCSA main website, which enhancement would help you most? Simplify the online registration process
Drop down, select one Single Y OPS Group Which enhancement



Make it easier to look up information about a company








Reduce amount of information on each page








Make it easier to find information on a page








Improve navigation between sections of the site








Make the FMCSA search function easier to use








Does not apply








Visit other building product sites








Other (please specify) A




AML000047 A Which enhancement would help you the most on the FMCSA main site?

Text field, <100 char
N OPS Group Other - enhancement
AML000048
What information would you like to see on this website that is not currently available?

Text area, no char limit
N
Info to see
AML000049
What can FMCSA do to improve this website?

Text area, no char limit
N
How to improve
AML000050
If FMCSA provided a page dedicated to one specific topic, what topic would be most helpful to you?

Text area, no char limit
N
Topic most helpful
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