512 EXIM 512 EXIM Final Draft Questionnaire 2-13-2012

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Overview

Welcome and Thank You Text
Current Model Qsts
Current Custom Qsts

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Sheet 1: Welcome and Thank You Text

Model Instance Name:
EXIM Bank
MID:	Et4lwBZE4RoMJwYMoUIkMQ==
Date:	5/19/2011
Welcome and Thank You Text
	Directions:
	This welcome text is shown at the top of the questionnaire window and the thank you text at the bottom. This is a good place to mention the site/company/agency name so the visitor knows whom they are taking the survey for. Feel free to modify the standard Welcome text shown in the box below.
					Examples
					Welcome Text Example
	Welcome Text
	Thank you for visiting The Export-Import Bank's exim.gov. You've been randomly chosen to take part in a brief survey to let us know what we're doing well and where we can improve. Please take a few minutes to share your opinions, which are essential in helping us provide the best online experience possible.
					Thank You Text Example
	Thank You Text
	Thank you for taking our survey - and for helping us serve you better. Please note you will not receive a response from us based on your survey comments. If you would like us to contact you about your feedback, please visit the Contact Us section of our web site.

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Sheet 2: Current Model Qsts

Model Instance Name:
EXIM Bank
Partitioned (Y/N)?	Et4lwBZE4RoMJwYMoUIkMQ==
MID:	NEW MEASURE
Date:	1/18/2011
EXIM Bank
Model questions utilize the ACSI methodology to determine scores and impacts
	ELEMENTS (drivers of satisfaction)		CUSTOMER SATISFACTION		FUTURE BEHAVIORS
	Look and Feel (1=Poor, 10=Excellent, Don't Know)		Satisfaction		Return (1=Very Unlikely, 10=Very Likely)
1	Please rate the visual appeal of this site.	23	What is your overall satisfaction with this site? (1=Very Dissatisfied, 10=Very Satisfied)	26	How likely are you to return to this site?
2	Please rate the balance of graphics and text on this site.	24	How well does this site meet your expectations? (1=Falls Short, 10=Exceeds)		Recommend (1=Very Unlikely, 10=Very Likely)
3	Please rate the readability of the pages on this site.	25	How does this site compare to your idea of an ideal website? (1=Not Very Close, 10=Very Close)	27	How likely are you to recommend this site to someone else?
	Content (1=Poor, 10=Excellent, Don't Know)				Request information (1=Very Unlikely, 10=Very Likely)
4	Please rate the accuracy of information on this site.			28	How likely are you to request product / service information from Ex-Im Bank in the next 6 months?
5	Please rate the quality of information on this site.
6	Please rate the freshness of content on this site.				Banking - Use more services (1=Very Unlikely, 10=Very Likely)
	Navigation (1=Poor, 10=Excellent, Don't Know)			29	How likely are you to utilize additional products or services offered by Ex-Im Bank in the next 6 months?
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.
	Site Performance (1=Poor, 10=Excellent, Don't Know)
11	Please rate how quickly pages load on this site.
12	Please rate the consistency of speed from page to page on this site.
13	Please rate the ability to load pages without getting error messages on this site.
	Functionality (1=Poor, 10=Excellent, Don't Know)
14	Please rate the usefulness of the features provided on this site.
15	Please rate the convenient placement of the features on this site.
16	Please rate the variety of features on this site.
	Product Descriptions (1=Poor, 10=Excellent, Don't Know)
17	Please rate the thoroughness of product descriptions on this site.
18	Please rate how understandable the product descriptions are on this site.
19	Please rate how well the product descriptions provide answers to your questions.

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Sheet 3: Current Custom Qsts

Model Instance Name:			red & strike-through: DELETE
EXIM Bank			underlined & italicized: RE-ORDER
Et4lwBZE4RoMJwYMoUIkMQ==			pink: ADDITION
Date:	2/13/2012		blue + -->: REWORDING
	Final Draft
EXIM Bank 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
		What is your primary role in visiting the site today?	Small Business Owner (non-exporting)		Radio button, one-up vertical	Single	Y	Skip Logic Group	Primary Role
			Small Business Exporter
			Other Exporter (non-small business)
			Broker
			Lender
			Ex-Im Bank City/State Partner
			International Buyer
			Contractor
			Government Official
			News Media or Researcher
			Other, please specify:	A
	A	Please specify your other primary role in visiting the site today.			Text area, no char limit		N	Skip Logic Group	Other_Role
		Before visiting exim.gov, which of the following products or services were you aware that the Ex-Im Bank provided. (Please check all that apply.)	Working Capital (pre-export financing)		Checkbox, one-up vertical	Multiple	Y		Aware of Ex-Im
			Export credit insurance
			Loan guarantees
			Direct loans (buyer financing)
			Support for Small Business Exporters
			None of the above
		What type(s) of information were you looking for on the site today? (Please check all that apply.)	How to apply for Ex-Im Bank financing		Radio button, one-up vertical	Multiple	Y	Skip Logic Group	Primary Reason
			Ex-Im Products	B				Randomize
			Learn about Ex-Im Bank
			Information on how to export
			Ex-Im Bank Policies
			Check the status of my application
			Access Ex-Im Online Application System
			News and Events
			Special Initiatives
			Job opportunities at Ex-Im
			Finding a lender
			Finding an insurance broker
			Exposure Fee Information & Fee Calculators
			Board or Credit Committee meeting minutes
			Country Limitation Schedule (CLS)
			Information on how to buy from U.S. companies
			Just browsing
			Other, please specify:	A
	A	Please specify what other type of information you were looking for.			Text area, no char limit		N	Skip Logic Group	Reason_Other
	B	Please select what type(s) of Ex-Im Bank products you are interested in today. (Please check all that apply.)	Working Capital		Checkbox, one-up vertical	Multiple	Y	Skip Logic Group	Reason_Product
			Insurance
			Loan Guarantee
			Finance Lease Guarantee
			Direct Loan
			Other, please specify:	C
	C	Please specify what other type of Ex-Im Bank products you are interested in today.			Text area, no char limit		N	Skip Logic Group	Reason_Product_Other
		Were you able to find all the information you were looking for today?	Yes		Radio button, one-up vertical	Single	Y	Skip Logic Group	Find Information
			I wasn't looking for anything in particular
			No, I wanted to find:	E
	E	Please tell us specifically what you were unable to find or accomplish on the site:			Text area, no char limit		N	Skip Logic Group	Cannot find_OE
		Please select all of the choices that were true for you as you looked for information on the website today. (Please check all that apply.)	I didn't have any difficulty finding the information I wanted		Checkbox, one-up vertical	Multiple	Y	Skip Logic Group	Difficulty finding information
			I wasn't sure what to look for or exactly what I wanted
			I know you have a particular product, but I couldn't find information regarding it
			I found the terminology confusing
			I would have like more information on the products
			There was too much information
			I was look for a specific document, but I couldn't find it
			I would have liked more information offered in multiple languages
			It took me a long time to find what I was looking for
			I encountered another difficulty finding the information	G
	G	Please specify the other kind of difficulty you encountered looking for information.			Text area, no char limit		N	Skip Logic Group	Difficulty_Other
		How did you primarily find out about the Ex-Im Bank website?	Search Engine (Google, Yahoo, etc.)		Radio button, one-up vertical	Single	Y	Skip Logic Group	Find Ex-Im
			Bank email or brochure
			Trade shows
			Global Access Forum presentation
			Lender referral
			Broker referral
			Colleague / friend / word of mouth
			One of Ex-Im's regional offices
			Other US government or state agency
			Trade association or Chamber or Commerce
			News article
			Social media (Facebook, Twitter, etc.)
			Other, please specify:	A
	A	What other method did you use to find the Ex-Im Bank website?			Text area, no char limit		N	Skip Logic Group	OE_Find Ex-Im
		How frequently do you visit this site?	My first visit		Radio button, one-up vertical	Single	Y	OPS Group	Visit Frequency
			Daily / more than once a day
			Several times a week
			Weekly
			Monthly, or less often
		What sections or features of exim.gov do you find useful? (Please select all that apply.)	Home Page		Checkbox, one-up vertical	Multi	Y	Skip Logic Group	Useful Sections
			Small Business Support					Randomize
			Products & Policies
			News and Events
			Ex-Im Online
			Find Forms
			Tools
			Key Industries
			Search
			About Ex-Im
			Country Limitation Schedule (CLS)
			Exposure Fee Information & Fee Calculators
			Board or Credit Committee meeting minutes
			Economic Impact Notices
			Brokers lists
			Videos
			About Ex-Im
			Other, please specify other links you would like to see on the exim.gov homepage:	Z
	Z	What other links would you like to see on the exim.gov homepage?			Text area, no char limit		N	Skip Logic Group	OE_Useful Sections
		Are you a current customer of Ex-Im Bank?	Yes	E	Radio button, one-up vertical	Single	Y	Skip Logic Group	Current Customer
			No	B
	B	Have you ever been a customer of Ex-Im Bank?	Yes	C, E	Radio button, one-up vertical	Single	Y	Skip Logic Group	Past Customer
			No
	C	Why are you no longer a customer of Ex-Im Bank? (Please check all that apply.)	Not exporting now and don't plan to export for the immediate future		Checkbox, one-up vertical	Multi	Y	Skip Logic Group	Why no longer Customer
			Not exporting now, but may need your services in the future
			Still exporting, but no longer need your products and services
			Still exporting, but found more appropriate products and services somewhere else
			Still exporting, but not using Ex-Im Bank services (not adequate or too slow)
			Other, please specify:	D
	D	Please specify another reason why you are no longer a customer of Ex-Im Bank.			Text area, no char limit		N	Skip Logic Group	OE_no longer customer
	E	Please let us know which Ex-Im Bank products / services you are or were involved with? (Please check all that apply.)	Working Capital		Checkbox, one-up vertical	Multi	Y	Skip Logic Group	Program/Services
			Insurance
			Loan Guarantee
			Finance Lease Guarantee
			Direct Loan
			Information on how to export to other countries
			Other, please specify:	F
	F	Please specify other Ex-Im Bank products / services you are or were involved with.			Text area, no char limit		N	Skip Logic Group	OE_Program/Services
		Which of the following sources drove you to visit the site today? Please rank the top 3 (Rank 1 is most important). Rank 1 (Required)	Message or recommendation from a friend on a social network		Drop down, select one	Single	Y	Rank Group	SV - Rank 1
			Video I saw on YouTube
			Internet blogs or discussion forums					Adjust Template/Style Sheet
			Advertising on social networks (Facebook, MySpace, Twitter)					Randomize
			Message directly from the organization on a social network
			Mobile phone text messages or alerts
			Instant Message from a friend or colleague
			Familiarity with site
			Promotional email(s) from the organization
			Search engine results
			Word of mouth recommendation from someone I know
			TV, radio, newspaper, or magazine advertising
			Internet advertising
			Don't know					Anchor Answer Choice
			Other					Anchor Answer Choice
		Rank 2 (Optional)	Message or recommendation from a friend on a social network		Drop down, select one	Single	N	Rank Group	SV - Rank 2
			Video I saw on YouTube
			Internet blogs or discussion forums					Adjust Template/Style Sheet
			Advertising on social networks (Facebook, MySpace, Twitter)					Randomize
			Message directly from the organization on a social network
			Mobile phone text messages or alerts
			Instant Message from a friend or colleague
			Familiarity with site
			Promotional email(s) from the organization
			Search engine results
			Word of mouth recommendation from someone I know
			TV, radio, newspaper, or magazine advertising
			Internet advertising
			Don't know					Anchor Answer Choice
			Other					Anchor Answer Choice
		Rank 3 (Optional)	Message or recommendation from a friend on a social network		Drop down, select one	Single	N	Rank Group	SV - Rank 3
			Video I saw on YouTube
			Internet blogs or discussion forums					Adjust Template/Style Sheet
			Advertising on social networks (Facebook, MySpace, Twitter)					Randomize
			Message directly from the organization on a social network
			Mobile phone text messages or alerts
			Instant Message from a friend or colleague
			Familiarity with site
			Promotional email(s) from the organization
			Search engine results
			Word of mouth recommendation from someone I know
			TV, radio, newspaper, or magazine advertising
			Internet advertising
			Don't know					Anchor Answer Choice
			Other					Anchor Answer Choice
		Which if any of these EX-IM social media outlets have you visited. (Please check all that apply.)	YouTube		Checkbox, one-up vertical	Multiple	N	OPS Group	Social Media EX-IM
			Twitter (@EximBankUS)
			LinkedIn (Export-Import Bank of the United States)
			None
		What type of internet connection do you have?	Analogue (dial-up, modem)		Radio button, one-up vertical	Single	N	OPS Group	Internet Connection
			Broadband / high speed (cable, satellite, DSL)
			Mobile broadband
			Other: please specify	X
			Don't know
	X	Other internet connection			Text area, no char limit		N	OPS Group	OE_Internet Connection
		If you could make one change to the exim.gov, what would that be?			Text area, no char limit		N	OPS Group	OE_One Change
		Please provide a few examples of what you liked best while visiting the site today.			Text area, no char limit		N	OPS Group	OE_Liked Best on Site