511 DOD 511 DOD_Tricare 2-23-2012
American Customer Satisfaction Index (ACSI) E-Government Website Customer Satisfaction Surveys
2012 511 DOD_TRICARE 02-23-12.xlsx
488 USGS Gap Analysis - 515 SSA Electronic Access
OMB: 1090-0008
⚠️ Notice: This form may be outdated. More recent filings and information on OMB 1090-0008 can be found here:
Document [xlsx]
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Current Custom Qsts
Overview
Current Model QstsCurrent Custom Qsts
Sheet 1: Current Model Qsts
| Model Instance Name: | |||||
| DOD TRICARE | |||||
| MID: | EkBkYwMF5pUhJZssIpM89w== | ||||
| Date: | 2004 | ||||
| DOD TRICARE MODEL QUESTION LIST | |||||
| 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 (1=Poor, 10=Excellent) | Likelihood to Return (1=Not Very Likely, 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=Not Very Likely, 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? |
| Functionality (1=Poor, 10=Excellent, Don't Know) | Primary Resources (1=Not Very Likely, 10=Very Likely) | ||||
| 4 | Please rate the usefulness of the services provided on this site. | 26 | 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 services on this site. | ||||
| 6 | Please rate the ability to accomplish what you wanted to on this site. | ||||
| Look and Feel (1=Poor, 10=Excellent, Don't Know) | |||||
| 7 | Please rate the ease of reading this site. | ||||
| 8 | Please rate the clarity of site organization. | 
|
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| 9 | Please rate the clean layout of this site. | ||||
| Navigation (1=Poor, 10=Excellent, Don't Know) | |||||
| 10 | Please rate the degree to which the number of steps it took to get where you want is acceptable. | ||||
| 11 | Please rate the ability to find the information you want on this site. | ||||
| 12 | Please rate the clarity of site map/directory. | ||||
| 13 | Please rate the ease of navigation on this site. | ||||
| Search (1=Poor, 10=Excellent, Don't Know) | |||||
| 14 | Please rate the usefulness of search results on this site. | ||||
| 15 | Please rate how this site provides comprehensive search results. | ||||
| 16 | Please rate the organization of search results for this site. | ||||
| 17 | Please rate how the search feature helps you to narrow the results to find the information you want. | ||||
| Site Performance (1=Poor, 10=Excellent, Don't Know) | |||||
| 18 | Please rate the speed of loading the page on this site. | ||||
| 19 | Please rate the consistency of speed on this site. | ||||
| 20 | Please rate the reliability of site performance on this site. | ||||
Sheet 2: Current Custom Qsts
| Model Instance Name: | |||||||||
| DOD TRICARE | underlined & italicized: RE-ORDER | ||||||||
| MID: EkBkYwMF5pUhJZssIpM89w== | pink: ADDITION | ||||||||
| Date: | 2/22/2012 | blue + -->: REWORDING | |||||||
| DOD TRICARE CUSTOM QUESTION LIST | |||||||||
| CQID | 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 | |
| 5923 | How frequently do you visit our site? | First time | Drop down, select one | Single | Y | ||||
| Every 6 months or less | |||||||||
| About once a month | |||||||||
| About once a week | |||||||||
| Daily | |||||||||
| More than once a day | |||||||||
| MMM00067 | Which of the following best describes your role in visiting our site today? | TRICARE beneficiary | E, F, G | Radio button, one-up vertical | Single | Y | |||
| Family, friend or caregiver of TRICARE beneficiary | |||||||||
| Future TRICARE beneficiary | |||||||||
| TRICARE Network Provider or Provider Staff | |||||||||
| TRICARE Non-Network Provider or Provider Staff | |||||||||
| Prospective TRICARE Provider or Provider Staff | |||||||||
| Military Treatment Facility Clinical Staff | |||||||||
| TRICARE Beneficiary Advisors and Customer Service Staff | |||||||||
| All other Military Health System/TRICARE staff (Including government and supporting contractors) | |||||||||
| Media/Researcher | |||||||||
| Other | |||||||||
| 5929 | E | For TRICARE beneficiaries only- which best describes your status? | Active Duty Service Member | Radio button, one-up vertical | Single | N | |||
| Family of Active Duty Service Member | |||||||||
| Family of Deceased Active Duty Service Member | |||||||||
| National Guard or Reserve Member (Activated) | |||||||||
| Family of National Guard or Reserve Member (Activated) | |||||||||
| National Guard or Reserve member (Non-Activated) | |||||||||
| Family of National Guard or Reserve Member (Non-Activated) | |||||||||
| Retired Service Member | |||||||||
| Family of Retired Service Member | |||||||||
| Family of Deceased Retired Service Member | |||||||||
| Other Beneficiary | |||||||||
| Not Applicable | |||||||||
| MMM00068 | F | For TRICARE beneficiaries only: which of the following best describes your TRICARE enrollment option? | Sponsor is active duty (no premium paid) | Radio button, one-up vertical | |||||
| Sponsor is active duty and family member has disenrolled from Prime to use TRICARE Standard | Single | N | |||||||
| Sponsor is retired and we pay either $260/individual or $520/family per year | |||||||||
| Sponsor is retired and we pay the Medicare Part B premium; TRICARE for Life | |||||||||
| Sponsor is retired (and we do NOT pay either a TRICARE or Medicare Part B premium; TRICARE Standard) | |||||||||
| Not applicable | |||||||||
| 5928 | G | For TRICARE beneficiaries only- do you receive most of your care from: | A military clinic or hospital | Radio button, one-up vertical | Single | N | |||
| A civilian clinic or hospital | |||||||||
| Not applicable | |||||||||
| MMM00061 | Which of the following best describes your main reason for visiting our Web site today? | Find out what’s covered | Radio button, one-up vertical | Single | Y | Randomize | |||
| Look up costs | |||||||||
| Find a civilian/network provider | |||||||||
| Find a military provider | |||||||||
| Make an appointment | |||||||||
| Look up a toll free phone number | |||||||||
| File a claim | |||||||||
| Check the status of a claim | |||||||||
| Problem with a claim | |||||||||
| Enroll | |||||||||
| Pay Enrollment Fees | |||||||||
| Pharmacy | |||||||||
| Check eligibility | |||||||||
| Update personal information | |||||||||
| Learn about the plans / options | |||||||||
| Look up health information / medical advice | |||||||||
| Other (please explain) | A | ||||||||
| MMM00062 | A | Other | Text field, <100 char | ||||||
| MMM00063 | Where did you first go to find this information? | This web site was the first place I went | Radio button, one-up vertical | Single | Y | ||||
| I went to a different Web site | |||||||||
| I called a toll-free number | |||||||||
| I read a TRICARE brochure or handbook | |||||||||
| I visited a TRICARE Service Center | |||||||||
| I visited a Military Treatment Facility | |||||||||
| Other (please explain) | B | ||||||||
| MMM00064 | B | Other | Text field, <100 char | ||||||
| MMM00389 | Did you create a profile based on your beneficiary category, where you live and which TRICARE plan you’re in? | Yes | Radio button, one-up vertical | Single | |||||
| No | |||||||||
| AED05079 | Did you find what you were looking for on our Web site today? | Yes | |||||||
| No | K, L | ||||||||
| MMM00065 | K | If you did not find what you were looking for, what will you do now? | Try a different Web site | Radio button, one-up vertical | Single | N | |||
| Call a toll-free number | |||||||||
| Read a TRICARE brochure or handbook | |||||||||
| Visit a TRICARE Service Center | |||||||||
| Visit a Military Treatment Facility | |||||||||
| Other | C | ||||||||
| Not applicable | |||||||||
| MMM00066 | C | Please explain what you will do now. | Text field, <100 char | ||||||
| 5926 | L | If you did not find what you were looking for on our Web site, what was it? | Text area, no char limit | N | |||||
| 51492 | What method are you primarily using to locate the information you are looking for? | Search Bar | H | Drop down, select one | Single | Y | SKIP LOGIC GROUP | ||
| Clicking tabs or links | |||||||||
| Site Map | |||||||||
| Other | |||||||||
| ACQOsl0002176 | H | Please describe your experience with the site's search feature? | I had no difficulty using the search feature on this site | Radio button, one-up vertical | Single | No | SKIP LOGIC GROUP | ||
| The search feature was difficult to find | |||||||||
| The search feature was difficult to use | |||||||||
| Returned no results/received an error message | |||||||||
| Could not tell where the search results would take me | |||||||||
| Too many results | |||||||||
| Too few results | |||||||||
| Results were not related to what I was looking for | |||||||||
| Could not sort the results | |||||||||
| Could not refine the results | |||||||||
| 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? | Very helpful | Radio button, one-up vertical | Single | No | SKIP LOGIC GROUP | ||
| Somewhat helpful | I | ||||||||
| 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 | ||||
| MMM00056 | How did you get to our Web site today? | Referred by TRICARE brochure or handbook | Drop down, select one | Single | Y | ||||
| Referred by TRICARE customer service representative | |||||||||
| Typed in the address | |||||||||
| Search engine (such as Google or Yahoo) | |||||||||
| Bookmarks or Favorites | |||||||||
| Link from another Web site | |||||||||
| Other | |||||||||
| 5934 | If you could make one improvement to the site what would that be? | Text area, no char limit | N | ||||||
| MMM00059 | Where are you located? | US (Continental) | Drop down, select one | Single | Y | ||||
| Alaska | |||||||||
| Hawaii | |||||||||
| Pacific | |||||||||
| Latin America | |||||||||
| Canada | |||||||||
| Europe | |||||||||
| Puerto Rico/Virgin Islands | |||||||||
| Other Overseas | |||||||||
| File Type | application/vnd.openxmlformats-officedocument.spreadsheetml.sheet |
| File Modified | 0000-00-00 |
| File Created | 0000-00-00 |
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