315 Dhs Cbp 315 Dhs Cbp

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

315 DHS CBP.xls

Previously Cleared ICs from prior Generic ICR

OMB: 1090-0008

Document [xlsx]
Download: xlsx | pdf

Overview

Model Qsts
Custom Qsts


Sheet 1: Model Qsts

Model Instance Name:




DHS CBP Satisfaction Survey




MID: ssYElM9JpFllEg5kc4gY4w==



Date: 4/329/2010


DHS CBP Satisfaction Survey
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. 21 What is your overall satisfaction with this site? 24 How likely are you to return to this site?
2 Please rate the quality of information on this site. 22 How well does this site meet your expectations?
Recommend (1=Very Unlikely, 10=Very Likely)
3 Please rate the freshness of content on this site. 23 How does this site compare to your idea of an ideal website? 25 How likely are you to recommend this site to someone else?

Look and Feel (1=Poor, 10=Excellent, Don't Know)


Primary Resource (1=Very Unlikely, 10=Very Likely)
4 Please rate the visual appeal of this site.

26 How likely are you to use this site as your primary resource for information about CBP?
5 Please rate the balance of graphics and text on this site.



6 Please rate the readability of the pages on this site.




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.



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.

Search (1=Poor, 10=Excellent, Don't Know)
11 Please rate the relevance of search results on this site.



12 Please rate the organization of search results on this site.



13 Please rate how well the search results help you decide what to select.



14 Please rate how well the search feature helps you to narrow the results to find what you want.




Site Performance (1=Poor, 10=Excellent, Don't Know)



15 Please rate how quickly pages load on this site.



16 Please rate the consistency of speed from page to page on this site.



17 Please rate the ability to load pages without getting error messages on this site.




Online Transparency (1=Poor, 10=Excellent, Don't Know)



18 Please rate how thoroughly this website discloses information about what this agency is doing.



19 Please rate how quickly agency information is made available on this website.



20 Please rate how well information about this agency's actions can be accessed by the public on this website.




Sheet 2: Custom Qsts

Model Instance Name: red & strike-through: DELETE





DHS CBP Satisfaction Survey underlined & italicized: RE-ORDER





MID: ssYElM9JpFllEg5kc4gY4w==
pink: ADDITION





Date: 4/29/2010 blue + -->: REWORDING















DHS CBP Satisfaction Survey 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
KFB08416
How frequently do you visit the site? First time
Drop down, select one S Y
Frequency



More than once a day








Daily








About once a week








About once a month








Every few months








Every 6 months or less





KFB08417
What best describes your role when coming to this site? U.S. Citizen/Legal Permanent Resident
Checkbox, one-up vertical M Y
Role



International visitor








CBP employee








Homeland Security employee (non-CBP)








Other government employee (non-DHS)








Customs broker








Importer/Exporter








Job seeker








Student/Educator/Researcher








Elected official or staffer








Other





KFB08418
What area(s) of the site did you visit today? About CBP
Checkbox, one-up vertical M Y
Area Visited



Newsroom








Border Security








Travel








Trade








Careers








Alerts/Advisories








Tip Lines








Questions/Comments








Forms








En Espanol








What's New








Contacts








Ports








FOIA








Other





KFB08419
What was your primary reason for visiting the site today? General information
Radio button, one-up vertical S Y
Primary Reason



Travel process, requirements








Trade regulations








Border security progress








Agency accomplishments/news








Career opportunities








Importing/exporting requirements








How to file a complaint








Cargo security








Contact a port








Trade notices, rulings, decisions








Other





KFB08420
Did you find what you were looking for today? Yes
Drop down, select one S Y
Find info



Partially








No





KFB08421
What method did you use to find information on this site? Site's search features
Checkbox, one-up vertical M Y
Method



Advanced search








Top navigation bar








Left navigation bar








Quick links








Links in the page








Site map








By browsing





File Typeapplication/vnd.ms-excel
File TitleQuestionnaire Production Guidelines_Template
AuthorProfessional Services
Last Modified Bysgrow
File Modified2010-05-19
File Created2001-08-03

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