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

Document [xlsx]
Download: xlsx | pdf

Overview

Current Model Qsts
Current 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.

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:

red & strike-through: DELETE




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




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