Programmatic Form and Visitor Contact Documents (YELL)

National Park Service
U.S. Department of the Interior
OMB Control Number 1024-0224
Current Expiration Date:8-31-2014

Social Science Program
Programmatic Approval for NPS-Sponsored Public Surveys
1.

2.

Project Title: Visitor Services Project (VSP) Survey for
Yellowstone National Park (YELL)

Submission Date

1-10-2012

Abstract: A mail back questionnaire will be used to collect information from winter visitors at
Yellowstone National Park. The park is in the process of developing a long-term
business plan which involves concessionaires, partners and local communities. The
proposed collection will be used to gather information concerning visitor satisfaction
with the concession services and facilities and find out their expectations regarding
commercial services. The data will assist park managers in evaluating the commercial
services needs for upcoming concession contracts. The questionnaires will be
designed to systematically collect data that will include information on visitor
demographics, trip/visit characteristics (e.g. activities, evaluation of park
services/facilities, perceptions of park experiences, and opinions on park
management).
(not to exceed 150 words)

3.

Principal Investigator Contact Information
First Name:
Title:
Affiliation:
Street Address:
City:
Phone:
Email:

4.

Margaret
Last Name: Littlejohn
NPS Visitor Services Project (VSP) Director
NPS Visitor Services Project, PSU, College of Natural Resources, University of Idaho
6th & Line Streets, Room 17B
Moscow
State: ID
Zip code: 83844-1139
208-885-7863
Fax: 208-885-4261
[email protected]

Park or Program Liaison Contact Information
First Name:
Title:
Park:
Park
Office/Division:
Street Address:
City:
Phone:
Email:

George
Last Name: Helfrich
Chief, Concession Management
Yellowstone National Park
Business and Contract
P.O. Box 168
Yellowstone NP
State: WY
Zip code: 82190
307-344-2270
Fax: 307-344-2279
[email protected]

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Project Information
5. Park(s) For Which Research is to be Conducted:
6. Survey Dates:

Winter

2/15/2012

Yellowstone National Park
TO

2/21/2012

7. Type of Information Collection Instrument (Check ALL that Apply)

Mail-Back

On-Site
Questionnaire

Survey Justification:
(Use as much space
as needed; if
necessary include
additional
explanation on a
separate page.)

Social science research in support of park planning and management is
mandated in the NPS Management Policies 2006 (Section 8.11.1, “Social
Science Studies”). The NPS pursues a policy that facilitates social science studies
in support of the NPS mission to protect resources and enhance the enjoyment
of present and future generations (National Park Service Act of 1916, 38 Stat
535, 16 USC 1, et seq.). NPS policy mandates that social science research will be
used to provide an understanding of park visitors, the non-visiting public,
gateway communities and regions, and human interactions with park
resources. Such studies are needed to provide a scientific basis for park
planning, development.

Questionnaire
Other (explain)
8.

Face-to-Face
Interview

Telephone
Survey

Focus Groups

A visitor study completed in 2006 has been used as a great guide for
determining necessary and appropriate commercial service needs for
upcoming concession contracts. The park has three major contracts coming up
in 2013, so an updated survey is needed to provide background data for
prospectus development. In addition to the VSP survey conducted during the
2011 summer season, this winter survey will provide the Park Management
Team with complete information from visitors who use commercial services.
Specifically the survey findings will be used as follow:
• As inputs into planning documents(e.g., General Management Plan,
Long Range Interpretive Plan, and Visitor Experience and Resource
Protection (VERP))
• To design interpretive and educational programs to match visitor
interests and needs.
• For the design of future visitor facilities or renovations of existing
facilities.
• To evaluate visitor behavior for potential impacts on natural and
cultural resources.
• To determine whether concession services in parks are meeting
visitor needs.
• To help local businesses and governments better understand how
visitors are contributing economically to the area.
The mail-back questionnaire used in this study is designed to collect data that
will include
• individual characteristics,
• trip/visit characteristics,
2

•
•
•
•

individual activities,
individual evaluation of park services/facilities,
individual perceptions of their park experiences, and
individual opinions on park management

Park visitors will be randomly selected to participate in the study as they visit
selected park locations during a 7 day period during the winter and summer
visitation periods.
9.

Survey
Methodology: (Use
as much space as
needed; if
necessary include
additional
explanation on a
separate page.)

(a) Respondent Universe:
The respondent universe for this collection will be all recreational visitors, ages
16 and older, who visit the park during the study period. A systematic sample
of visitors will be contacted by VSP-trained interviewers at the North, West
and South entrances, and the concession areas for snowmobile and ski rental,
and the snow coach tour.
(b) Sampling Plan/Procedures:
The survey design and sampling plan for this collection of information is based
upon Dillman's Tailored Design Method (TDM). The TDM has been shown to
increase response rates, improve accuracy, reduce cost, and respondent
burden. The methodology has been used in 245 previous surveys conducted by
the NPS Visitor Services Project (VSP). Most questions have been included in
other VSP questionnaires or appear in the current NPS Known Pool of
Questions. A systematic sampling procedure will be based on the park’s
visitation statistics from the previous year and will require intercepting every
nth visitor group to participate in the study.
Each interviewer will receive 1-1/2 hours of training on how to conduct
interviews. This training will cover every aspect of interviewing, including
conducting the interviews using sampling intervals, avoiding sampling bias, and
how to handle all types of interviewing situations, including safety of the
visitor and the interviewer. Quality control will be ensured by monitoring
interviewers in the field, and by checking their paperwork at the end of each
day of surveying.
Park visitors will be intercepted at North, West and South entrances, and the
concession areas for snowmobile and ski rental, and the snow coach tour
(from 2/15 to 2/21 in 2012) as they enter these locations. The number of
questionnaires distributed at each location will be stratified according to
visitation statistics in February 2011. No surveys will be distributed at East and
Northeast entrances due to seasonal closure.
(c) Instrument Administration:
The initial contact with visitors will be used to explain the study and determine
if visitors are interested in participating. This should take approximately 1
minute. If a group is encountered, the survey interviewer will ask the individual
within the group who has the next birthday to serve as the respondent for the
study. At this point, the survey respondent will be asked four questions to
collect information that will be used in the non-response bias analysis (see
3

questions below). The respondent will also be asked to record their name,
address, and phone number or email address on the survey log. Finally the
respondent will be given a stamped, addressed questionnaire to complete and
mail back to the Visitor Services Project. The number of visitors refusing to
participate will be recorded and used to calculate the overall response rate for
the collection.
All participants will be mailed a thank you/reminder post card within 11
working days after they received the questionnaire in the park. A reminder
letter with a stamped, addressed replacement questionnaire will be sent to all
non-respondents 21 working days after they received the questionnaire in the
park. A second reminder letter will be mailed after 35 working days with a
stamped, addressed replacement questionnaire.
(d) Expected Response Rate/Confidence Levels:
A total of 598 visitors will be contacted during the sampling period. Based on
previous and nearly identical studies conducted by the VSP 550 (92%) visitors
will agree to participate in the survey. The number of refusals will be recorded
and reported in a survey log, and will be used in calculating the response rate.
Among which 374 visitors (68%) are expected to complete and return the
survey by mail. This response rate was estimated based on a previous survey in
July 2011 at the park. Based on the survey sample size, there will be 95%
confidence that the survey findings will be accurate to within 4 percentage
points. Thus, the proposed sample size will be adequate for bivariate
comparisons and will allow for comparisons between study sites and more
sophisticated multivariate analysis if deemed necessary. For dichotomous
response variables, estimates will be accurate within the margins of error and
confidence intervals will be somewhat larger for questions with more than two
response categories..
Number of
Initial Contacts
On-site
Contact
Mail back

598

Expected
Response
Rate
92%

Expected
Number of
Responses
550

Margin of
Error +/%
4%

550

68%

406

5%

(e) Strategies for dealing with potential non-response bias:
During the initial contact, the interviewer will ask all visitor four questions
taken from the survey. These questions will be used in a non-response bias
analysis.
1) What type of group are you traveling with today?
2) (If with an organized group-tours, school, etc.) How many people are
in your group?
3) How did this visit to Lassen Volcanic NP fit into your travel plans?
(Was this your primary destination, one of several destinations, not
a planned destination?)
4) How old is the person who will complete the questionnaire?
4

Responses will be recorded on a log for every visitor contacted and agree to
answer the questions. Results of the non-response bias check will be described
in a report and the implications for park planning and management will be
discussed.
(f) Description of any pre-testing and peer review of the methods and/or
instrument (recommended):
The questionnaire format and many of the questions have been used in 245
previous VSP survey instruments. The questions in this survey are taken from
the currently approved list of questions in NPS Pool of Known Questions (OMB
1024-0224; Current Expirations Date: 8-31-2014). All questions were reviewed
by NPS managers and university professors. Any variations of the questions
were reviewed and approved by NPS Information Collection Review
Coordinator.
10

Burden Estimates: We plan to approach at least 598 individuals during the sampling period.
The initial contact is to obtain verbal confirmation that the individuals are
willing to participate in the survey and will take 1 minute per person
(598x1 minute= 10 hours). We expect that of those, 48 individuals (8%) will
decline to participate in the survey.
For those who agree to participate, we will ask 4 questions that will be
used for the non-response check and the answers will be recorded on the
survey log. We expect that the contact time to obtain non-response
information will be no more than two minutes per person (550x2 minutes=
18 hours).
With 68% expected response rate, we estimate that 406 will complete and
return the survey. With that, an additional 20 minutes will be required to
complete the questionnaire (406 response x 20 minutes = 135 hours). The
burden for this collection is estimated to be 163 hours

11.

Estimated Number of Contacts

Estimation of Time

Estimation of Respondent Burden

Total Number of Initial
Contacts

598

Estimated Time (mins.) to
Complete Initial Contact

1

Estimated Burden Hours

10

Estimated number of
contacts for nonresponse bias check
Total Number of
Responses

550

On-site Refusal/
nonresponse

2

Estimated Burden Hours

18

406

Time to complete and
return surveys

20

Estimated Burden Hours

135

Total Burden

163

Reporting Plan: The results of the studies will be presented in internal agency reports for NPS
managers. Response frequencies will be tabulated and measures of central
tendency computed (e.g., mean, median, mode, as appropriate).The reports will
be archived with the NPS Social Science Program for inclusion in the Social
Science Studies Collection; and will also be posted on the Park Studies Unit VSP
website at: http:/psu.uidaho.edu/vsp.reports.htm. Hard copies will be available
5

upon request. The economic data will be used to produce special reports for the
NPS covering overall use estimates and local economic impacts.

6

Visitor Services Project
Yellowstone National Park Visitor Study

Introductory Script and Letters used in contacting visitors

Hello! The National Park Service is conducting a visitor survey at Yellowstone National
Park to gather your opinions about the park’s programs and services. Participation is
voluntary. If you decide to participate we would like to have the survey mailed back. The
mail-back questionnaire takes about 20 minutes to complete once you get started.
Would you like to participate?
IF NO: Would you be willing to answer a few quick questions? Thank you.
IF YES: Thank you. I have a few quick questions for you. This should only take about
two minutes (ask and record responses to the questions below).
Who in your group (at least 16 years old) has the next birthday?
1) What type of group are you traveling with today?
2) How many people are in your group visiting today?
3) How did this visit to [NPS site] fit into your personal groups travel plans?
4) How old is the person who will complete the questionnaire?
So we can thank you and remind you to mail back the questionnaire, please write your
name, address, and email address/phone number. Thank you. Be sure to mail the
questionnaire—your opinions are important!

1st follow-up printed on a scenic park postcard
(sent to all participants within 11 working days after initial on-site contact)
Dear Visitor:
Thank you for participating in the Yellowstone National Park visitor study. We are looking forward to
hearing from you.
A select number of people were contacted for this study, so your opinions are very important! If you have
already returned your questionnaire, thank you. If not, please mail it today.
After eight months, look for the survey results at: www.psu.uidaho.edu/vsp.reports.htm.

Sincerely,

Daniel N. Wenk
Superintendent
Yellowstone National Park
OMB Control Number 1024-0224
Current Expiration Date: 8-31-2014

2nd follow-up note and letter with replacement questionnaire
(sent to non-respondents 21 working days after initial on-site contact)

United States Department of the Interior
NATIONAL PARK SERVICE
Yellowstone National Park
Yellowstone NP, WY 82190

IN REPLY REFER TO:

Month Day, 2012

Dear Visitor:
The National Park Service would like to thank you for participating in the
Yellowstone National Park visitor study. Only a select number of visitors were
contacted, therefore each visitor's opinions are very important.
If you have already returned your questionnaire, thank you. If you have not returned
your questionnaire, please mail it today. Unless your questionnaire was mailed in the
last few days, we would appreciate you completing the enclosed replacement
questionnaire since we have not received yours as of today.
In approximately eight months, the results of the visitor survey will be posted on the
Visitor Services Project website at www.psu.uidaho.edu/vsp.reports.htm.
If you have any questions regarding your questionnaire, please contact Margaret
Littlejohn, National Park Service Visitor Services Project Director by phone 208-8857863 or email: [email protected].
Thank you for sharing your opinions with us.
Sincerely,

Daniel N. Wenk
Superintendent
OMB Control Number 1024-0224
Current Expiration Date:8-31-2014

3rd follow-up letter with replacement questionnaire
(sent to non-respondents 35 working days after initial on-site contact)

United States Department of the Interior
NATIONAL PARK SERVICE

IN REPLY REFER TO:

Visitor Services Project
PSU, College of Natural Resources
University of Idaho
P.O. Box 441139
Moscow, Idaho 83844-1139

Month Day, 2012

Dear Visitor:
I am writing about the visitor study at Yellowstone National Park, in which you
agreed to participate. The waiting period for incoming questionnaires is almost
over, and as of today we have not yet received yours. I would appreciate you
completing another one unless you mailed it within the past few days.
The staff of Yellowstone National Park is anxiously awaiting the survey results.
They want to use your ideas and opinions in making decisions about what
services and programs to provide for visitors in the future.
I urge you to complete the enclosed questionnaire and return it by Month Day. Your
contribution to the success of this study is greatly appreciated.
In approximately eight months, the results of the resident survey will be posted on the
Visitor Services Project website at www.psu.uidaho.edu/vsp.reports.htm.
Should you have questions regarding your questionnaire, please contact me by phone:
(208)-885-7863 or email: [email protected].
Sincerely,

Margaret Littlejohn
Director, Visitor Services Project

OMB Control Number 1024-0224
Current Expiration Date:8/31/2014

CONTACT & FRONT-END INTERVIEW FORM
Today’s date:

Weather:

Park:

Sampling site:

“Hello! The National Park Service is conducting a visitor survey at (Lassen Volcanic Park to get your opinions about this park's programs and services. If you take a
mail-back questionnaire, we would like to receive a completed one back within a week if possible. It should take about 20 minutes to complete once you get
started. Which person in your group has the next birthday (at least 16 years old)? Are you willing to participate?
IF NO: Would you be willing to answer a few quick questions? Thank you.
IF YES: Thank you—ask and record responses to the questions below.
1) What type of group are you traveling with today?
2) (If with an organized group-tours, school, etc.) How many people are in your group?
3) Was this park your primary destination? One of several destinations on this trip? Or was this park not a planned destination on this trip?
4) How old is the person who will complete the questionnaire?

TOTALS

For “already received” and “refusals” enter an X or √ and draw a line through the row

B

C

Respondent
age

Primary
destination

#

Organized group size

Organized group
√

Already
Family
received
Qnaire
&
ID
qnaire Refuse
Alone Family Friends friends
√
√
number
√
√
√
√

Personal group size
#

Interval
Start & - every
nth
Inter- stop
viewer times, person/
initials breaks
car
Time

A

Not a planned
destination

[------- -Group type √ one---]

1 of several
destinations

So the superintendent can thank you (and remind you to mail back the questionnaire), please provide your name, address, phone number and email address.
Thank you. Be sure to mail the questionnaire—your opinions are important

COMMENTS:
Explain reason for
refusal, "other" group,
etc.

Rev. 11/2011

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Sheet

Round

Initial

Office Use Only
OMB Control Number 1024-0224
Current Expiration Date: 8/31/2014

OMB Control Number 1024-0224
Current Expiration Date: 8/31/2014

Today’s date
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