517 Department of State_Main v2 3-26-12
American Customer Satisfaction Index (ACSI) E-Government Website Customer Satisfaction Surveys
2012 517 Dept of State_Main v2 3-26-12.xlsx
516 CQs for OMB - 532 VBA Survey
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⚠️ Notice: This form may be outdated.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: | |||||
| Dept of State v2 | |||||
| MID: | 1cclMx5YkxU04x84FBc40g== | ||||
| Date: | 12/2/2009 | ||||
| Dept of State v2 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 | Likelihood to Return (1=Not Very Likely, 10=Very Likely) | |||
| 1 | Please rate the <strong>accuracy of information</strong> on this site. | 24 | What is your <strong>overall satisfaction</strong> with this site? (1=Very Dissatisfied, 10=Very Satisfied) | 27 | How likely are you to <strong>return to this site</strong>? |
| 2 | Please rate the <strong>quality of information</strong> on this site. | 25 | How well does this site <strong>meet your expectations</strong>? (1=Falls Short, 10=Exceeds) | Recommend (1=Not Very Likely, 10=Very Likely) | |
| 3 | Please rate the <strong>freshness of content</strong> on this site. | 26 | How does this site <strong>compare to your idea of an ideal website</strong>? (1=Not Very Close, 10=Very Close) | 28 | How likely are you to <strong>recommend this site to someone else</strong>? |
| Functionality (1=Poor, 10=Excellent, Don't Know) | Future Participation (1=Very Unlikely, 10=Very Likely) | ||||
| 4 | Please rate the <strong>usefulness of the features provided</strong> on this site. | 29 | How likely are you to <strong>express your thoughts or ideas to this agency</strong> in the next 90 days? | ||
| 5 | Please rate the <strong>convenience of the features</strong> on this site. | Trust (1=Strongly Disagree, 10=Strongly Agree) | |||
| 6 | Please rate the <strong>variety of features</strong> on this site. | 30 | I can count on this agency to <strong>act in my best interests</strong>. | ||
| Look and Feel (1=Poor, 10=Excellent, Don't Know) | 31 | I consider this agency to be <strong>trustworthy</strong>. | |||
| 7 | Please rate the <strong>visual appeal</strong> of this site. | 32 | This agency can be trusted to <strong>do what is right</strong>. | ||
| 8 | Please rate the <strong>balance of graphics and text</strong> on this site. | ||||
| 9 | Please rate the <strong>readability of the pages</strong> on this site. | ||||
| Navigation (1=Poor, 10=Excellent, Don't Know) | 
|
||||
| 10 | Please rate <strong>how well the site is organized</strong>. | ||||
| 11 | Please rate the <strong>options available for navigating</strong> this site. | ||||
| 12 | Please rate <strong>how well the site layout helps you find what you are looking for</strong>. | ||||
| 13 | Please rate the <strong>number of clicks to get where you want</strong> on this site. | ||||
| Search (1=Poor, 10=Excellent, Don't Know) | |||||
| 14 | Please rate the <strong>relevance of search results</strong> on this site. | ||||
| 15 | Please rate the <strong>organization of search results</strong> on this site. | ||||
| 16 | Please rate how well the <strong>search results help you decide what to select</strong>. | ||||
| 17 | Please rate how well the <strong>search feature helps you to narrow the results</strong> to find what you want. | ||||
| Site Performance (1=Poor, 10=Excellent, Don't Know) | |||||
| 18 | Please rate how <strong>quickly pages load</strong> on this site. | ||||
| 19 | Please rate the <strong>consistency of speed from page to page</strong> on this site. | ||||
| 20 | Please rate the <strong>ability to load pages without getting error messages</strong> on this site. | ||||
| Online Transparency (1=Poor, 10=Excellent, Don't Know) | |||||
| 21 | Please rate how <strong>thoroughly</strong> this website <strong>discloses information</strong> about what this agency is doing. | ||||
| 22 | Please rate how <strong>quickly agency information is made available</strong> on this website. | ||||
| 23 | Please rate how well information about this agency's actions <strong>can be accessed by the public</strong> on this website. | ||||
Sheet 2: Current Custom Qsts
| Model Instance Name: | |||||||||
| Dept of State v2 | underlined & italicized: RE-ORDER | ||||||||
| MID: 1cclMx5YkxU04x84FBc40g== | pink: ADDITION | ||||||||
| Date: | 11/15/2011 | blue + -->: REWORDING | |||||||
| Dept of State v2 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 |
| AKR5753 | How frequently do you visit this site? | First time | Radio button, one-up vertical | single | y | ||||
| More than once a day | |||||||||
| Daily | |||||||||
| About once a week | |||||||||
| About once a month | |||||||||
| Every 6 months or less | |||||||||
| AKR5754 | Which best describes you? | Attorney/Lawyer | Checkbox, one-up vertical | M | y | OPS Group | |||
| Business Person/Contractor | |||||||||
| College/Graduate Student | |||||||||
| General Public (U.S. or Foreign Citizen) | |||||||||
| Grades 9-12 Student | |||||||||
| Grades K-8 Student | |||||||||
| Non-governmental org. | |||||||||
| Press/Journalist | |||||||||
| Retired | |||||||||
| Teacher/Educator | |||||||||
| U.S. State or Local gov't | |||||||||
| U.S. Federal gov't | |||||||||
| Other, please specify: | A | ||||||||
| AKR5755 | A | Other role | Text area, no char limit | n | OPS Group | ||||
| AKR5756 | What is your primary purpose for visiting this site? | Career information | Radio button, one-up vertical | single | y | OPS Group | |||
| Visa information | |||||||||
| Passport Information | |||||||||
| Human Rights information | |||||||||
| Information about Foreign affairs | |||||||||
| Information about different countries | |||||||||
| Foreign Per diem information | |||||||||
| Read the latest news and press releases | |||||||||
| Information on international business | |||||||||
| Research educational and cultural information | |||||||||
| Research for school or personal use | |||||||||
| Travel information or warnings | |||||||||
| Learn about the State Department | |||||||||
| Other, please specify: | A | ||||||||
| ACQDom0006614 | A | Other primary reason | Text field, <100 char | N | OPS Group | OPS_Primary Reason | |||
| AKR5757 | What primary method are you using to locate the information you are looking for? | "Find it by" feature -> "Browse by" feature | C,E,F | Radio button, one-up vertical | single | y | Skip Logic Group | ||
| Categories on the TOP white navigation bar (e.g. about state, policy issues, etc.) | E | ||||||||
| Links in the page | E | ||||||||
| Search feature on this site | C,G | ||||||||
| Third-party search feature (such as Google, Yahoo, etc.) | |||||||||
| Other | |||||||||
| AKR5758 | C | How do you search for information on our site? (check all that apply) | Keywords or topics | Checkbox, one-up vertical | multi | y | Skip Logic | ||
| "Browse by" Speaker | M | ||||||||
| "Browse by" Date | J, M | ||||||||
| "Browse by" Topic | K, M | ||||||||
| "Browse by" Country | M | ||||||||
| "Browse by" Publication | L, M | ||||||||
| Other | |||||||||
| AKR5765 | E | Please describe your navigation experience. | No difficulties encountered | Radio button, one-up vertical | single | n | Skip Logic Group | ||
| Could not determine the best link on most pages | |||||||||
| Could not navigate back to previous information | |||||||||
| I felt lost, did not know where I was | |||||||||
| I had difficulty finding related information | |||||||||
| I had difficulty finding detailed information | |||||||||
| Too many links or navigational choices | |||||||||
| Links did not take me where I expected | |||||||||
| Could not get started or did not know where to begin | |||||||||
| I had technical difficulties (e.g. broken links, error messages, etc) | |||||||||
| The navigation did not support what I was trying to accomplish | |||||||||
| Navigated to general area but could not find the specific content needed | |||||||||
| Other | |||||||||
| AKR5762 | G | What <strong>specific search term(s)</strong> did you use in your search today to find the information you are looking for? | Text area, no char limit | n | Skip Logic Group | ||||
| ACQWro0010704 | M | How would you rate your overall satisfaction with the "Browse by" features on state.gov? | Very satisfied | Radio button, one-up vertical | Single | Y | Skip Logic Group | Browse by Satisfaction | |
| Somewhat satisfied | |||||||||
| Neutral | |||||||||
| Somewhat unsatisfied | |||||||||
| Very unsatisfied | |||||||||
| ACQWro0010705 | J | Which of the following best describes your experience with the "Browse by Date" feature? (select all that apply) | The feature led me to the results I was looking for. | Checkbox, one-up vertical | Multi | Y | Skip Logic Group | Browse by Date | |
| I could not find the specific results I wanted within the date range I browsed. | |||||||||
| I would have preferred to be able to browse by different date ranges. | JJ | ||||||||
| ACQWro0010706 | JJ | What other date range would be helpful to you? | Text area, no char limit | Single | N | Skip Logic Group | OPS Browse by Date | ||
| ACQWro0010707 | K | Which of the following best describes your experience with "Browse by Topic" feature? (select all that apply) | The feature led me to the results I was looking for | Checkbox, one-up vertical | single | Y | Skip Logic Group | Browse by Topic | |
| It was not sure which topic name would have the information I was looking for | KK | ||||||||
| I could not find the specific results I wanted within the topic I browsed. | |||||||||
| The topic I was looking for was not included | KK | ||||||||
| ACQWro0010692 | KK | What topic were you trying to find? | Text area, no char limit | Single | N | Skip Logic Group | OPS Browse by Topic | ||
| ACQWro0010713 | L | Which of the following best describes your experience with the "Browse by Publication" feature? | The feature led me to the results I was looking for | Checkbox, one-up vertical | Browse by Publication | ||||
| I could not find the specific results I wanted within the publication type | |||||||||
| I was looking for a publication type that was not listed | LL | ||||||||
| ACQWro0010714 | LL | What publication type were you trying to find? | Text area, no char limit | Single | N | Skip Logic Group | OPS Browse by Publication | ||
| AKR5763 | Please rate your impression of how well this agency <strong>encourages citizen participation</strong> in government. | 1=Poor | Radio button, scale, has don't know | Single | Y | ||||
| 2 | |||||||||
| 3 | |||||||||
| 4 | |||||||||
| 5 | |||||||||
| 6 | |||||||||
| 7 | |||||||||
| 8 | |||||||||
| 9 | |||||||||
| Excellent=10 | |||||||||
| AKR5766 | Are you using the site to find information for any of the following: (check all that apply) | Career or employment decisions or choices | Checkbox, one-up vertical | multi | y | OPS Group | |||
| Personal knowledge or curiosity | |||||||||
| School or college-related task or assignment | |||||||||
| Travel purposes | |||||||||
| Work-related task or assignment | |||||||||
| Other | A | ||||||||
| ACQWro0010700 | A | Other: | Text field, <100 char | single | n | OPS Group | Other use | ||
| ACQWro0010689 | Have you signed up for "My State Department" to personalize the content you see on state.gov? | Yes | A, B | Radio button, one-up vertical | single | y | Skip Logic Group | My State Use | |
| No | |||||||||
| ACQWro0010690 | A | Please rate your overall satisfaction with "My State Department." | Very satisfied | Radio button, one-up vertical | singe | Y | Skip Logic Group | My State Satisfaction | |
| Somewhat satisfied | |||||||||
| Neutral | |||||||||
| Somewhat unsatisfied | |||||||||
| Very unsatisfied | |||||||||
| ACQWro0010691 | B | Are there any additional features or widgets you would like included in "My State Department?" | Text area, no char limit | Single | N | skip logic group | My State Add Features | ||
| ACQWro0010701 | Have you downloaded the State Department's "Smart Traveler" app for iPhone? | Yes | A, B | Radio button, one-up vertical | Single | Y | Skip logic group | Smart Traveler Use | |
| I have seen it but not downloaded it | |||||||||
| I was unfamiliar with the app | |||||||||
| ACQWro0010702 | A | Please rate your overall satisfaction with the Smart Traveler app. | Very satisfied | Radio button, one-up vertical | Single | Y | Skip logic group | Smart Traveler Satisfaction | |
| Somewhat satisfied | |||||||||
| Neutral | |||||||||
| Somewhat unsatisfied | |||||||||
| Very unsatisfied | |||||||||
| ACQWro0010703 | B | Please recommend one impovement we could make to the Smart Traveler app. | Text area, no char limit | Single | N | Skip logic group | OPS Smart Traveler | ||
| ACQwil0011747 | Have you ever visited the Background Notes section of the website? This includes facts about the land, people, history, government, political conditions, economy, and foreign relations of independent states, some dependencies, and areas of special sovereignty. | Yes | F, G | Drop down, select one | Single | Y | Skip Logic Group | Bg Notes Visit | |
| No | |||||||||
| I don't know | |||||||||
| ACQwil0011769 | F | Much of the current information in Background Notes is readily available on other websites. The Department of State is considering revising the content to include only information that the department can uniquely provide, such as US Relations with a particular country. Would that information be useful to you? | Yes | Drop down, select one | Single | Y | Skip Logic Group | Bg Notes Useful | |
| No | |||||||||
| ACQwil0011770 | G | If the Background Notes were reconfigured to focus only on State Department-unique information, would you like us to provide other useful links to help you in your country research? | Yes | H | Drop down, select one | Single | Y | Skip Logic Group | Bg Notes Links |
| No | |||||||||
| ACQwil0011771 | H | What type of information would you like additional links to? | Text area, no char limit | N | Skip Logic Group | OE_Bg Notes Links | |||
| AKR5767 | How did you find out about this website? | College/School | Drop down, select one | single | y | OPS | |||
| USA.gov | |||||||||
| Friend/Colleague | |||||||||
| Link from another website | |||||||||
| News Story | |||||||||
| Search engine | |||||||||
| State Dept. Publication | |||||||||
| Other: Please Specify | B | ||||||||
| AED10467 | B | Other: How did you find out about this website? | Text field, <100 char | single | N | OPS | |||
| AKR5770 | Did you find what you were looking for? | Yes | Drop down, select one | single | y | Skip Logic Group | Find | ||
| No | J | ||||||||
| Partially | J | ||||||||
| Still looking | J | ||||||||
| ACQwil0011788 | J | What information were you unable to find? | Text area, no char limit | N | Skip Logic Group | OE_Did Not Find | |||
| AED10469 | What features have you seen on other websites that you would like to see on www.state.gov? | Text area, no char limit | N | ||||||
| File Type | application/vnd.openxmlformats-officedocument.spreadsheetml.sheet |
| File Modified | 0000-00-00 |
| File Created | 0000-00-00 |
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