378 CQs 378 CQs 10-17-10

American Customer Satisfaction Index (ACSI) E-Government Website Customer Satisfaction Surveys

2010 378 CQs for OMB 10-17-2010 to 11-3-2010.xlsx

Previously Cleared ICs from prior Generic ICR

OMB: 1090-0008

Document [xlsx]
Download: xlsx | pdf
Measures Name/Client name (CDs and Answer choices)




















DOD TRICARE




















ACQOsl0002176 H Please describe your experience with the site's search feature? ACQOsl0002176A01 I had no difficulty using the search feature on this site
Radio button, one-up vertical Single No SKIP LOGIC GROUP



ACQOsl0002176A02 The search feature was difficult to find








ACQOsl0002176A03 The search feature was difficult to use








ACQOsl0002176A04 Returned no results/received an error message








ACQOsl0002176A05 Could not tell where the search results would take me








ACQOsl0002176A06 Too many results








ACQOsl0002176A07 Too few results








ACQOsl0002176A08 Results were not related to what I was looking for








ACQOsl0002176A09 Could not sort the results








ACQOsl0002176A10 Could not refine the results








ACQOsl0002176A11 Other





ACQOsl0002177 H What key word(s) did you use to search?


Text area, no char limit
No SKIP LOGIC GROUP
ACQOsl0002178 H Please indicate how helpful you feel the search feature was in finding the information you wanted/needed? ACQOsl0002178A01 Very helpful
Radio button, one-up vertical Single No SKIP LOGIC GROUP



ACQOsl0002178A02 Somewhat helpful I







ACQOsl0002178A03 Not at all helpful I, J




ACQOsl0002179 J Why do you feel the search feature was not at all helpful?


Text area, no char limit
No SKIP LOGIC GROUP
ACQOsl0002180 I What would make the search feature more helpful?


Text area, no char limit
No SKIP LOGIC GROUP











VA - My HealtheVet




















EDO07291
Did you use a VA medical facility or service for any of your health care needs in the last 12 months? EDO07291A001 Yes
Dropdown (Select-one) Single Y




EDO07291A002 No





EDO07292
The “VA Blue Button: Download My Data” feature was recently added to My HealtheVet. Have you ever used this VA Blue Button feature? EDO07292A001 Yes A, B, C, D, E, F Drop down, select one Single Y




EDO07292A002 No G







EDO07292A003 Not sure





EDO07293 G Why have you not used the VA Blue Button? (Check all that apply) EDO07293A001 I was not aware of it
Checkbox, one-up vertical Multi Y




EDO07293A002 I did not know how to use it








EDO07293A003 I did not think it would be useful








EDO07293A004 I want to learn more about it before I use it








EDO07293A005 I was concerned about privacy or the security of my personal health information








EDO07293A006 Other, please specify G2




EDO07294 G2 Why else did you not use the VA Blue Button?


Text area, no char limit
Y

EDO07295 A How did you hear about the VA Blue Button? (Check all that apply) EDO07295A001 I read about it on the My HealtheVet website
Checkbox, one-up vertical Multi Y




EDO07295A002 I saw the Blue Button icon on the My HealtheVet website








EDO07295A003 I saw or heard it promoted at a VA facility








EDO07295A004 From a VA staff member








EDO07295A005 From my VA health care provider








EDO07295A006 From another Veteran








EDO07295A007 From a member of a Veteran Service Organization








EDO07295A008 I read about it in the news or on another website








EDO07295A009 Other, please specify A2




EDO07296 A2 How else did you hear about the VA Blue Button?


Text area, no char limit
Y

EDO07297 B How many times have you used the VA Blue Button? EDO07297A001 Once
Drop down, select one Single Y




EDO07297A002 More than once B2, B3







EDO07297A003 Not sure








EDO07297A004 Never





EDO07298 B2 About how many times have you used the VA Blue Button?


Text area, no char limit
Y

EDO07299 B3 For what purposes have you used it more than once?


Text area, no char limit
Y

EDO07300 C How did you use the VA Blue Button? (Check all that apply) EDO07300A001 I used it to view my personal health information on the My HealtheVet website
Checkbox, one-up vertical Multi Y




EDO07300A002 I printed a paper copy of my personal health information using the Print button C2







EDO07300A003 I used the download button to create a text file of my personal health information C4




EDO07301 C2 What did you do with the printed paper copy of your personal health information? (Check all that apply) EDO07301A001 I read it
Checkbox, one-up vertical Multi Y




EDO07301A002 I saved it for my records








EDO07301A003 I shared it (or plan to share it) with my VA health care provider








EDO07301A004 I shared it (or plan to share it) with my Non-VA health care provider








EDO07301A005 I shared it (or plan to share it) with my spouse, child, or other family member








EDO07301A006 I discarded it








EDO07301A007 Other, please specify C3




EDO07302 C3 What else did you do with the printed paper copy?


Text area, no char limit
Y

EDO07303 C4 What did you do with the Blue Button file containing your personal health information? (Check all that apply) EDO07303A001 I saved it to my computer
Checkbox, one-up vertical Multi Y




EDO07303A002 I stored the file on a CD, portable drive, or other media








EDO07303A003 I uploaded the file to another website or software system








EDO07303A004 I added the information to another personal health record








EDO07303A005 I shared it (or plan to share it) with my VA health care provider








EDO07303A006 I shared it (or plan to share it) with my Non-VA health care provider








EDO07303A007 I shared it (or plan to share it) with my spouse, child, or other family member








EDO07303A008 I deleted it








EDO07303A009 I was not able to locate the file








EDO07303A010 Nothing








EDO07303A011 Other, please specify C5




EDO07304 C5 What else did you do with the Blue Button file?


Text area, no char limit
Y

EDO07305 D Did you make any changes to the VA Blue Button file such as adding, changing, or removing information? EDO07305A001 Yes
Drop down, select one Single Y




EDO07305A002 No








EDO07305A003 Not sure





EDO07306 E What did you find useful about your use of the VA Blue Button (Check all that apply) EDO07306A001 Having my VA personal health information in one place
Checkbox, one-up vertical Multi Y




EDO07306A002 Having an electronic file of my VA personal health information








EDO07306A003 Being able to share a copy of my VA personal health information with someone else








EDO07306A004 Being able to edit the copy of my personal health information








EDO07306A005 Other, please specify E2







EDO07306A006 Did not find it useful





EDO07307 E2 What else did you find useful about the VA Blue Button?


Text area, no char limit
Y

EDO07308 F What information in the VA Blue Button file was most useful? (Check all that apply EDO07308A001 My self-entered information
Checkbox, one-up vertical Multi Y




EDO07308A002 My HealtheVet Account Summary








EDO07308A003 My VA Medication History (available to In-Person Authenticated veterans)








EDO07308A004 My VA Wellness Reminders (available to In-Person Authenticated veterans)








EDO07308A005 Other, please specify F2




EDO07309 F2 What information was most useful?


Text area, no char limit
Y

EDO07310
What additional features would you find useful if added to the VA Blue Button? (Check all that apply) EDO07310A001 Being able to include additional kinds of information as it becomes available in My HealtheVet, such as VA lab test results
Checkbox, one-up vertical Multi Y




EDO07310A002 Being able to select a date range for the data included in my VA Blue Button download








EDO07310A003 Being able to pick which portions of my personal health information are included in my VA Blue Button download








EDO07310A004 Being able to transfer my personal health information to a non-VA personal health record or application








EDO07310A005 Being able to access the information on other devices (for example a portable drive or mobile device)








EDO07310A006 Being able to choose the format of the VA Blue Button file








EDO07310A007 Other, please specify A







EDO07310A008 None





EDO07311 A What other features would you find useful?


Text area, no char limit
Y

EDO07312
About how often do you plan to download your personal health information using the VA Blue Button? EDO07312A001 One time only
Radio button, one-up vertical Singly Y




EDO07312A002 About once a month








EDO07312A003 About once every three months








EDO07312A004 About once every six months








EDO07312A005 About once a year








EDO07312A006 Less frequently than once a year








EDO07312A007 Only when I have a VA health care visit








EDO07312A008 Other, please specify A







EDO07312A009 Not sure








EDO07312A010 Never





EDO07313 A How often do you plan to download your information?




Y

EDO07314
How can you see yourself using the VA Blue Button download in the future? (Check all that apply) EDO07314A001 Save the information to another place (for example, by copying to a file on my computer)
Radio button, one-up vertical Multi Y




EDO07314A002 Share the information with a family member or friend








EDO07314A003 Share the information with my VA health care provider








EDO07314A004 Share the information with my Non-VA health care provider








EDO07314A005 Use the information with another program (for example, to check for drug interactions)








EDO07314A006 Put the information into another Personal Health Record








EDO07314A007 Put the information in another website (for example, to receive customized care recommendations or to apply other kinds of tools to my personal health information)








EDO07314A008 I do not plan to use the VA Blue Button








EDO07314A009 Not sure





EDO07315
Veterans who have completed In-Person Authentication (IPA) can download additional information using the VA Blue Button, including their VA Medication History and VA Wellness Reminders. Do you plan to complete In-Person Authentication in order to have access to this additional information? EDO07315A001 Yes
Drop down, select one Single Y




EDO07315A002 No, I am already In-Person Authenticated








EDO07315A003 No








EDO07315A004 Not sure
















SSA Main




















ACQOsl0002189
Please rate how thoroughly this website discloses information about what this agency is doing. ACQOsl0002189A01 1=Poor
radio button, scale, has Don't Know Single Y Skip Logic Transparency CQ 1


ACQOsl0002189A02 2







ACQOsl0002189A03 3








ACQOsl0002189A04 4








ACQOsl0002189A05 5








ACQOsl0002189A06 6








ACQOsl0002189A07 7








ACQOsl0002189A08 8








ACQOsl0002189A09 9








ACQOsl0002189A10 10=Excellent








ACQOsl0002189A11 Don't Know





ACQOsl0002190
Please rate how quickly agency information is made available on this website. ACQOsl0002190A01 1=Poor
radio button, scale, has Don't Know Single Y Skip Logic Transparency CQ 2


ACQOsl0002190A02 2







ACQOsl0002190A03 3








ACQOsl0002190A04 4








ACQOsl0002190A05 5








ACQOsl0002190A06 6








ACQOsl0002190A07 7








ACQOsl0002190A08 8








ACQOsl0002190A09 9








ACQOsl0002190A10 10=Excellent








ACQOsl0002190A11 Don't Know





ACQOsl0002191
Please rate how well information about this agency's actions can be accessed by the public on this website. ACQOsl0002191A01 1=Poor
radio button, scale, has Don't Know Single Y Skip Logic Transparency CQ 3


ACQOsl0002191A02 2







ACQOsl0002191A03 3








ACQOsl0002191A04 4








ACQOsl0002191A05 5








ACQOsl0002191A06 6








ACQOsl0002191A07 7








ACQOsl0002191A08 8








ACQOsl0002191A09 9








ACQOsl0002191A10 10=Excellent








ACQOsl0002191A11 Don't Know
















Highmark BCBS




















EDO07331
What language do you speak most of the time at home? EDO07331A001 English
Radio button, one-up vertical Single Y OPS Group Language



EDO07331A002 Spanish








EDO07331A003 Other, please specify A




EDO07332 A What language do you speak at home? (other)


Text field, <100 char
N OPS Group











FAA Public Site




















EDO07333
Did you use the search feature during your visit today? EDO07333A001 Yes A Radio button, one-up vertical Single Y
Search Usage



EDO07333A002 No








EDO07333A003 Don't remember





EDO07334 A Please tell us about your experience with the search feature today. (Select all that apply.) EDO07334A001 The search feature met my needs.
Checkbox, one-up vertical Multi Y
Search Experience



EDO07334A002 I had issues with the searching process (how to use it, what to enter). B







EDO07334A003 I had issues with the design and layout of the search results (text size, colors). C







EDO07334A004 I had issues with the results of the search. D







EDO07334A005 None of these





EDO07335 B What were your issues with the searching process? (Select all that apply.) EDO07335A001 It was not clear how to use the search feature
Checkbox, one-up vertical Multi N
Search Process



EDO07335A002 I did not know what terms to use to get the results I wanted








EDO07335A003 I wanted more advanced search capabilities (exclude certain terms, limit search scope)








EDO07335A004 I had a different issue with the searching process: E




EDO07336 E My Issue was:


Text area, no char limit


Other Search Process
EDO07337 C What were your issues with the design and layout of the search results? (Select all that apply.) EDO07337A001 The link colors were hard to read
Checkbox, one-up vertical Multi N
Search Design



EDO07337A002 I could not see enough of the descriptions to decide which link to choose








EDO07337A003 The text was too small








EDO07337A004 The page was too crowded








EDO07337A005 I had a different issue with the design and layout of the results: F




EDO07338 F My Issue was:


Text area, no char limit


Other Search Design
EDO07339 D What were your issues with the results of the search? (Select all that apply.) EDO07339A001 Results were not relevant or not what I wanted
Checkbox, one-up vertical Multi N
Search Results



EDO07339A002 The order of the results was not what I expected








EDO07339A003 There were no results or too few results








EDO07339A004 The titles were not helpful








EDO07339A005 The descriptions were not helpful








EDO07339A006 I could not narrow the results of my search








EDO07339A007 I had a different issue with the results of the search: G




EDO07340 G My issue was:


Text area, no char limit


Other Search Results











RRB - Browse




















ACQOsl0002311 X What type of benefit information were you looking for today? ACQOsl0002311A01 Retirement
Checkbox, one-up vertical Multi Y Skip Logic Group Other Benefit Information


ACQOsl0002311A02 Survivor





ACQOsl0002311A03 Disability





ACQOsl0002311A04 Medicare






ACQOsl0002311A05 Unemployment Benefits






ACQOsl0002311A06 Sickness Benefits






ACQOsl0002311A07 Change mailing address






ACQOsl0002311A08 Reporting Death






ACQOsl0002311A09 Enrolling in or Changing Direct Deposit






ACQOsl0002311A10 Income Verification







ACQOsl0002311A11 Other (please specify) Y




ACQOsl0002312 Y What other type of benefit information were you looking for today?


Text area, no char limit Single N Skip Logic Group Other Benefit Information
ACQOsl0002313 E Please share with us any details about your experience while claiming bi-weekly sickness benefits that could have been improved.


Text area, no char limit Single N Skip Logic Group Sickness Benefits
ACQOsl0002314
Did you need to login today in order to access the information you wanted? ACQOsl0002314A01 Yes
Drop down, select one Single Y
Login


ACQOsl0002314A02 No








ACQOsl0002314A03 Not Sure





ACQOsl0002315 B Please tell us what you typed into search today.


Text area, no char limit
N Skip Logic Group Search Keyword











NIH - Main




















ACQOsl0002316
Are you looking for health information today? ACQOsl0002316A01 Yes SKIP 1AA Radio-button Yes Single Skip Logic Group Look For Health Info



ACQOsl0002316A02 No





ACQOsl0002317 1AA What specific health topic are you looking for?


Text field, <100 char No
Skip Logic Group What Topic











Travel.State Satisfaction Survey v2




















ACQOsl0002318
How often have you visited this site to accomplish this task? ACQOsl0002318A01 This is my first time
Radio Button One Up Vertical Single Y




ACQOsl0002318A02 2-5 times








ACQOsl0002318A03 More than 5 times





ACQOsl0002319
Did you find everything you were looking for? ACQOsl0002319A01 Yes, I found it quicklly
Radio Button One Up Vertical Single Y




ACQOsl0002319A02 Yes, but it took longer than expected








ACQOsl0002319A03 No, please specify what you were looking for: A




ACQOsl0002320 A Information not found:


Open-ended
Y

ACQOsl0002322
Please rate how clear and concise you found the writing on this site? ACQOsl0002322A01 1=Difficult to understand
Radio button, scale, has don't know Single Y




ACQOsl0002322A02 2








ACQOsl0002322A03 3








ACQOsl0002322A04 4








ACQOsl0002322A05 5








ACQOsl0002322A06 6








ACQOsl0002322A07 7








ACQOsl0002322A08 8








ACQOsl0002322A09 9








ACQOsl0002322A10 10=very clear and concise





ACQOsl0002297
What is your primary language? ACQOsl0002297A01 English
Radio Button One Up Vertical Single Y Skip Logic



ACQOsl0002297A02 Spanish








ACQOsl0002297A03 French








ACQOsl0002297A04 Arabic








ACQOsl0002297A05 Mandarin








ACQOsl0002297A06 Russian








ACQOsl0002297A07 Hindi








ACQOsl0002297A08 Other, please specify: A




ACQOsl0002298 A Other language







ACQOsl0002323
We're thinking of adding features to our site. Which of the following features would you use if available? ACQOsl0002323A01 Mobile-friendly version of the site
Checkbox One Up Vertical Multi Y




ACQOsl0002323A02 Mobile app for smartphones








ACQOsl0002323A03 Live chat help








ACQOsl0002323A04 More robust Frequency Asked Questions feature








ACQOsl0002323A05 Website in additional languages








ACQOsl0002323A06 None of these features
















AAMC Site




















ACQOsl0002370 A If you had visited the AAMC site before and noticed the recent redesign, please rate this change: ACQOsl0002370A01 Positive
Radio button, one-up vertical Single Y Skip Logic Group Redesign - Overall



ACQOsl0002370A02 Negative E







ACQOsl0002370A03 Neutral





ACQOsl0002371 E Please tell us why it is negative:


Text area, no char limit
N Skip Logic Group OE_Redesign Overall
ACQOsl0002372 B How would you rate the site navigation? ACQOsl0002372A01 More user friendly.
Radio button, one-up vertical Single Y Skip Logic Group Redesign - Navigation



ACQOsl0002372A02 Less user friendly. F







ACQOsl0002372A03 About the same.





ACQOsl0002373 F Please explain how it is less user friendly:


Text area, no char limit
N Skip Logic Group OE_ Redesign - Navigation
ACQOsl0002374 C How would you rate the site content? ACQOsl0002374A01 Easier to understand.
Radio button, one-up vertical Single Y Skip Logic Group Redesign - Content



ACQOsl0002374A02 More difficult to understand. G







ACQOsl0002374A03 About the same.





ACQOsl0002375 G Please explain how it is more difficult to understand:


Text area, no char limit
N Skip Logic Group OE_ Redesign - Content
ACQOsl0002376 D How would you rate the organization of the site? ACQOsl0002376A01 Better organized - it's easier to find information.
Radio button, one-up vertical Single Y Skip Logic Group Redesign - Organization



ACQOsl0002376A02 Not as well organized - it's harder to find information. H







ACQOsl0002376A03 Finding the information has the same level of difficulty it had before.





ACQOsl0002377 H Please explain how it is more difficult to understand:


Text area, no char limit
N Skip Logic Group OE_ Redesign - Organization
ACQOsl0002378 D Please tell us what links were broken.


Text area, no char limit
N Skip Logic Group Other - Broken Links
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