State Travel State Travel

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Overview

Model Qsts
Custom Qsts

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Sheet 1: Model Qsts

Model Instance Name:
Dept of State - Travel.State
MID:
Date:	5/4/2009
Dept of State - Travel.State MODEL QUESTION LIST
Model questions utilize the ACSI methodology to determine scores and impacts
	ELEMENTS (drivers of satisfaction)		CUSTOMER SATISFACTION		FUTURE BEHAVIORS
	NOTE: All questions under each element are required. Element questions are partitioned among surveys.		Satisfaction questions are required. Satisfaction questions appear on all surveys.		Future behaviors may be modified based on your site's objectives. Future behavior questions appear on all surveys.
	REQUIRED ELEMENTS (common to all websites)
	Content (1=Poor, 10=Excellent, Don't Know)		Satisfaction (1=Poor, 10=Excellent)		Likelihood to Return (1=Not Very Likely, 10=Very Likely)
1	Please rate the accuracy of information on this site.	18	What is your overall satisfaction with this site?	21	How likely are you to return to this site?
2	Please rate the quality of information on this site.	19	How well does this site meet your expectations?		Recommend (1=Not Very Likely, 10=Very Likely)
3	Please rate the freshness of content on this site.	20	How does this site compare to your idea of an ideal website?	22	How likely are you to recommend this site to someone else?
	Look and Feel (1=Poor, 10=Excellent, Don't Know)				Primary Resource (1=Not Very Likely, 10=Very Likely)
4	Please rate the visual appeal of this site.			23	How likely are you to use this site as your primary resource for travel information and requirements?
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.

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Sheet 2: Custom Qsts

Model Instance Name:			red & strike-through: DELETE
Dept of State - Travel.State			underlined & italicized: RE-ORDER
MID:			pink: ADDITION
Date: 5/4/09			blue + -->: REWORDING
			violet (bold): SKIP-LOGIC
Dept of State - Travel.State 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
		How frequently do you visit this site?	First time		Dropdown (Select-one)	Single	Y
			More than once a day
			Daily
			About once a week
			About once a month
			Every 6 months or less
		Which citizenship status describes you?	U.S. citizen		Dropdown (Select-one)	Single	Y
			Non-U.S. citizen
			Dual citizen of the U.S. and another country
			Not sure
			Prefer not to answer
		Which of the following describe your role when visiting this site (check all that apply)?	Tourist		Checkbox One Up Vertical	Multi	Y
			Business person
			Student
			Parent
			Employer
			Immigrant to the U.S. or Legal Permanent Resident
			Part of a mixed-nationality family
			Work in Education
			Work in Travel industry
			Work in Law enforcement
			Government official or employee
			Legal/judicial professional
			Journalist/media
			Retiree
			Other, please specify:	A
	A	Other role:			Open-ended		N
		Where do you live primarily now?	In the U.S.		Dropdown (Select-one)	Single	Y
			Outside of the U.S.
			Prefer not to answer
		Which area of the site are you primarily visiting today?	International Travel		Radio Button One Up Vertical	Single	Y
			Passports
			Visas
			Children & Family
			Law & Policy
			Contact Us
			Other, please specify:	A
	A	Other area:			Open-ended		N
		What is your primary reason for visiting this site today?	Apply for or renew U.S. passport		Radio Button One Up Vertical	Single	Y
			Learn about/apply for U.S. passport card
			Check passport application status
			Get travel warnings/information
			Register travel plans with a U.S. Embassy
			Get services for Americans abroad
			Help an American abroad in an emergency
			Find out if a visa is needed to enter the U.S.
			Find out how to apply for a visa to visit the U.S.
			Apply for a visa to visit the U.S.
			Find out how to apply for U.S. immigration visa
			Apply for a visa to immigrate to the U.S.
			Help family member(s) immigrate to the U.S.
			Help someone else with visa application
			Find information on intercountry adoption
			Learn how to prevent parental child abduction
			Get help because of a parental child abduction
			Locate/contact U.S. Embassy or Consulate abroad
			Contact the Department of State
			Obtain statistics and/or reports
			Just browsing
			Other, please specify:	A
	A	Other reason:			Open-ended		N
		What method did you use the most to find information on this site today?	Top navigation bar		Radio Button One Up Vertical	Single	Y
			Left navigation bar
			Links within the pages
			Most requested feature
			Site's search feature
			External search engine (ex: Google, Yahoo!, MSN)
			Other, please specify:	A
	A	Other method:			Open-ended		N
		Did you find what you were looking for?	Yes		Radio Button One Up Vertical	Single	Y
			Partially
			No, please specify:	A
	A	Information not found:			Open-ended		N
		Did you think the writing on this site was easy to understand?	Very easy to understand		Dropdown (Select-one)	Single	Y
			Somewhat easy to understand
			Not easy to understand at all
		What brought you to this site?	Internet search engine (ex: Google, Yahoo!, MSN)		Radio Button One Up Vertical	Single	Y
			Referred by a friend or colleague
			Referred by someone in the travel industry
			Referred by someone at a school or university
			Link from a U.S. Embassy web site
			Link from another web site
			Other, please specify:	A
	A	Other source:			Open-ended		N
		If you could make one improvement to this site, what would it be?			Open-ended		N