304 Dot Nhtsa 304 Dot Nhtsa

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

304 DOT NHTSA 031910.xls

Previously Cleared ICs from prior Generic ICR

OMB: 1090-0008

Document [xlsx]
Download: xlsx | pdf

Overview

Current Model Qsts
Current Custom Qsts
Types


Sheet 1: Current Model Qsts

Model Instance Name:




NHTSA




MID: gQxhR1hsRxERRwJVhkAtlg==



Date: 3/12/2010


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. 20 What is your overall satisfaction with this site?
(1=Very Dissatisfied, 10=Very Satisfied)
23 How likely are you to return to this site?
2 Please rate the quality of information on this site. 21 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. 22 How does this site compare to your idea of an ideal website?
(1=Not Very Close, 10=Very Close)
24 How likely are you to recommend this site to someone else?

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


Primary Resource (1=Very Unlikely, 10=Very Likely)
4 Please rate the usefulness of the features provided on this site.


How likely are you to use this site as your primary resource for obtaining information from this organization?
5 Please rate the convenience of the features on this site.


Trust (1=Strongly Disagree, 10=Strongly Agree)
6 Please rate the variety of features on this site.


I can count on this agency to act in my best interests.

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


I consider this agency to be trustworthy.
7 Please rate the visual appeal of this site.


This agency can be trusted to do what is right.
8 Please rate the balance of graphics and text on this site.

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

Navigation (1=Poor, 10=Excellent, Don't Know)
10 Please rate how well the site is organized.
11 Please rate the options available for navigating this site.



12 Please rate how well the site layout helps you find what you are looking for.



13 Please rate the number of clicks to get where you want on this site.




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.




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



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



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



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





Sheet 2: Current Custom Qsts

Model Instance Name:

red & strike-through: DELETE





NHTSA

underlined & italicized: RE-ORDER





MID: gQxhR1hsRxERRwJVhkAtlg==

pink: ADDITION





Date: 3/1/2008 blue + -->: REWORDING















NHTSA 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
CWS04090
How frequently do you visit this site? Daily
Dropdown (Select-one) Single Y




Two to three times per week








About once a month








Every few months








Every 6 months or less








First-time visitor





CWS04091
What best describes your role during your site visit today? State or local government employee
Drop down, select one Single Y Skip Logic Group



Parent








Consumer








Traffic Safety Advocate








Manufacturer








Industry group member








Researcher








Other (please specify) A




CWS04092 A Other best describes

Text area, no char limit
N Skip Logic Group
CWS04093
What type(s) of information were you looking for on the site? Driving Safety
Checkbox, one-up vertical Multi Y Skip Logic Group



Vehicle Safety








Research








Data








Laws & Regulations








Child Safety Seats B







About NHTSA








Other (please specify) A




CWS04094 A Other information

Text area, no char limit
N Skip Logic Group
CWS04095 B What type(s) of child safety seat information were you looking for? Child safety seat recalls
Checkbox, one-up vertical Multi Y Skip Logic Group



Seat ratings








Inspection center locations








Car seat installation information








Instructional videos








Other (please specify) C




CWS04096 C Other child safety seat information

Text area, no char limit
N Skip Logic Group
CWS04097
Did you come to the site today to file a complaint? Yes C Radio button, one-up vertical Single Y Skip Logic Group



No





CWS04098 C What type of complaint? Vehicle
Drop down, select one Single Y Skip Logic Group



Tires








Equipment








Child Restraints








Consumer








Other (please specify) A




CWS04099 A Other type of complaint

Text area, no char limit Single N Skip Logic Group
CWS04100 C Did you file your complaint? Yes
Radio button, one-up vertical Single Y Skip Logic Group



No D




CWS04101 D If you did not file your complaint, why not?

Text area, no char limit
N Skip Logic Group
CWS04102 C If you could improve one area of the complaint process, what would it be?

Text area, no char limit
N Skip Logic Group
CWS04103
Were you able to find what you were looking for on the site today? Yes
Radio button, one-up vertical Single Y Skip Logic Group



No E




CWS04104 E What were you looking for that you could not find?

Text area, no char limit
N Skip Logic Group
CWS04105
Did you have any trouble navigating the site today? Yes F Radio button, one-up vertical Single Y Skip Logic Group



No





CWS04106 F What type of difficulty did you encounter with the navigation process? Too many links to choose from
Drop down, select one Single Y Skip Logic Group



Links did not take me where I expected








Links/labels were difficult to understand








Technical difficulties (e.g. broken links, error messages)








Other (please specify) A




CWS04107 A Other navigational difficulties

Text area, no char limit Single N Skip Logic Group
CWS04108
Did you use the search feature today? Yes G Radio button, one-up vertical Single Y Skip Logic Group



No





CWS04109 G Please describe your experience with the site's search feature.
I did not have any difficulty with the search feature
Checkbox, one-up vertical Multi Y




Returned results that were too similar/redundant








Results were not relevant to my search terms or needs








Returned too many results








Returned not enough results








I was not sure what words to use in my search








Search speed was too slow








Search required too many refinements to get to what I wanted








Other (please specify) A




CWS04110 A Other search difficulties

Text area, no char limit
N Skip Logic Group
CWS04111
Thinking of all the of the websites where you search for information on a regular basis, which one site do you believe to be your ideal site?

Text area, no char limit
N

CWS04112
What additional features or options would you most like to see added to the NHTSA site?

Text area, no char limit
N


Sheet 3: Types

Types
Instructions
Text field, <100 char
Randomize
Text area, no char limit
Shared
Drop down, select one
OPS Group
Radio button, one-up vertical
Matrix Group
Radio button, two-up vertical
Rank Group
Radio button, three-up vertical
Comparative Matrix Group
Radio button, scale, has don't know
Skip Logic Group
Radio button, scale, no don't know
Multiple Lists Group
Checkbox, one-up vertical
Anchor Answer Choice
Checkbox, two-up vertical
Partitioned
Checkbox, three-up vertical
Adjust Template/Style Sheet
File Typeapplication/vnd.ms-excel
File TitleQuestionnaire Production Guidelines_Template
AuthorProfessional Services
Last Modified Bysgrow
File Modified2010-03-29
File Created2001-08-03

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