| Model Instance Name: |
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| Small Business Administration |
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| MID: |
1AVxgAh5cMdFooZoAd1oQQ== |
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| Date: |
7/21/2008 |
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| Small Business Administration MODEL QUESTION LIST |
| Model questions utilize the ACSI methodology to determine scores and impacts |
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ELEMENTS (drivers of satisfaction) |
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CUSTOMER SATISFACTION |
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FUTURE BEHAVIORS |
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Content |
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Satisfaction |
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Return |
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Please rate the accuracy of information on this site. |
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What is your overall satisfaction with this site? |
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How likely are you to return to this site? |
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Please rate the quality of information on this site. |
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How well does this site meet your expectations? |
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Recommend |
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Please rate the freshness of content on this site. |
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How does this site compare to your idea of an ideal website? |
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How likely are you to recommend this site to someone else? |
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Functionality |
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Primary Resource |
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Please rate the usefulness of the features provided on this site |
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How likely are you to use this site as your primary resource? |
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Please rate the convenience of the features on this site. |
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Please rate the ability to accomplish what you wanted to on this site. |
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Look and Feel |
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Please rate the ease of reading this site. |
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Please rate the clarity of site organization. |
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Please rate the clean layout of this site. |
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Navigation |
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Please rate the degree to which the number of steps to get where you want is acceptable. |
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Please rate the ability to find information you want on this site. |
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Please rate the clarity of site map or directory. |
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Please rate the ease of navigation on this site. |
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Search |
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Please rate the usefulness of search results on this site. |
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Please rate how this site provides comprehensive search results. |
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Please rate the organization of search results on this site. |
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Please rate how the search feature helps you to narrow the results to find the information you want. |
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Site Performance |
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Please rate the speed of loading the page on this site. |
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Please rate the consistency of speed on this site. |
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Please rate the reliability of site performance on this site. |
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Tasks and Transactions |
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Please rate the ease of completing task(s) on this site. |
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Please rate the degree of privacy in completing tasks on this site. |
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Please rate the verification of task completion on this site. |
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Please rate the availability of help with questions or problems on this site. |
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| Model Instance Name: |
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red & strike-through: DELETE |
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| Small Business Administration |
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underlined & italicized: RE-ORDER |
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| MID: 1AVxgAh5cMdFooZoAd1oQQ== |
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pink: ADDITION |
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| Date: |
11/28/2011 |
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blue + -->: REWORDING |
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| Small Business Administration CUSTOM QUESTION LIST |
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QID
(Group ID) |
Skip Logic Label |
Question Text |
Answer IDs (DOT ONLY) |
Answer Choices
(limited to 50 characters) |
Skip to |
Type (select from list) |
Single or Multi |
Required
Y/N |
Special Instructions |
25 character limit. Leave blank if you want DOT to fill this part out.
CQ Label |
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| EDO08056 |
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How frequently do you visit this site? |
EDO08056A001 |
First time |
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Radio Button One Up Vertical |
Single |
Y |
Skip Logic Group |
Visit Frequency |
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EDO08056A002 |
More than once a day |
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EDO08056A003 |
Daily |
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EDO08056A004 |
About once a week |
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EDO08056A005 |
About once a month |
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EDO08056A006 |
Every 6 months or less |
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| 7199 |
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Which best describes you or your organization? |
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Potential small business owner |
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Radio Button One Up Vertical |
Single |
Y |
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Best describes |
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Small business (less than five years old) |
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Established small business (greater than five years old) |
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Medium or large business |
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SBA resource partner (such as SCORE, SBDC and WBC) |
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Trade or business organization |
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Lending institution |
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Student, academic or researcher |
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Congress/Federal agency |
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Media |
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Other |
A |
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| RJO00089 |
A |
Please specify your role: |
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Text Field – limited to 100 characters |
Single |
N |
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OE_Role |
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| 7200 |
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What is your primary reason for visiting this site today? |
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Starting a business |
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Radio Button One Up Vertical |
Single |
Y |
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Reason |
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Financing a business |
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Managing a business |
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Government contracting |
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Disaster assistance |
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SBA backed loans |
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Expanding a Business |
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Looking for a Grant |
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SBA partner information |
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SBA lender information |
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Business laws & regulatory assistance |
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Training |
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Agency news & events |
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Business forms |
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Local SBA offices |
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Other |
A |
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| RJO00090 |
A |
Please describe your primary purpose for visiting the site today: |
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Text Field – limited to 100 characters |
Single |
N |
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OE_Reason |
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| AKR1875 |
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Which section of the SBA.gov website did you primarily use this visit? |
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Starting & Managing a Business |
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Radio Button One Up Vertical |
Single |
Y |
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Primarily Use |
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| (AKR1875G5) |
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Loans & Grants |
A |
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Contracting |
B |
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Counseling & Training |
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SBA Direct |
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For Lenders |
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Other |
C |
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| AKR1876 |
C |
Please specify which section of the SBA.gov website you primarily used this visit: |
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Text Field – limited to 100 characters |
Single |
N |
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OE_Primarily Use |
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| EDO08069 |
A |
What area within Loans & Grants is of the most interest to you? |
EDO08069A001 |
Small Business Loans |
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Radio Button One Up Vertical |
Single |
Y |
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Loans and Grants |
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EDO08069A002 |
Grants |
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EDO08069A003 |
Bonds |
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EDO08069A004 |
Other Financial Assistance |
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EDO08069A005 |
Other |
D |
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| EDO08070 |
D |
Please specify which area within Loans & Grants is of the most interest to you: |
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Text Field – limited to 100 characters |
Single |
N |
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OE_Loans and Grants |
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| AKR1880 |
B |
What area within Contracting is of the most interest to you?: |
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Getting Started |
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Radio Button One Up Vertical |
Single |
Y |
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Contracting Area |
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Doing Business With the Government |
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Contracting Opportunities |
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For Contracting Officials |
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Other |
E |
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| AKR1881 |
E |
Please specify which area within Contracting is of the most interest to you: |
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Text Field – limited to 100 characters |
Single |
N |
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OE_Contracting |
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| SVD00133 |
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Did you find what you were looking for? |
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Yes |
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Radio Button One Up Vertical |
Single |
Y |
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Did you find |
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| (SVD00133G5) |
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Partially |
A |
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No |
B, C |
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| AKR1884 |
A |
If you were partially able to find what you were looking for, please explain: |
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Text Area – no character limit |
Single |
Y |
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OE_Partially able to find |
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| 7201 |
B |
If you were not able to find what you were looking for, please explain: |
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Text Area – no character limit |
Single |
Y |
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OE_Not able to find |
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| AKR1885 |
C |
If you were not able to find what you were looking for, what do you plan to do next? |
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Nothing |
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Radio Button One Up Vertical |
Single |
Y |
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Do Next |
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Call the SBA Answer Desk |
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Return to the SBA site later and try again |
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Try another website |
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Send an email |
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Call your local SBA office |
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Other |
D |
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| AKR1886 |
D |
Please specify what you are going to do next: |
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Text area, no char limit |
Single |
N |
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OE_Do Next |
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| ACQwil0011534 |
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How long did it take you to find your information? |
ACQwil0011534A01 |
Less than 1 minute |
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Drop down, select one |
Single |
Y |
Skip Logic Group |
Length to Find |
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ACQwil0011534A02 |
1 - 5 minutes |
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ACQwil0011534A03 |
5 -10 minutes |
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ACQwil0011534A04 |
10 -15 minutes |
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ACQwil0011534A05 |
More than 15 minutes |
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| SVD00180 |
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How did you primarily look for the information on our site today? |
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Browsed, that is, followed links |
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Radio Button One Up Vertical |
Single |
Y |
Skip Logic Group |
How look for info |
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Used search box at top of page |
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Used SBA Direct |
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Used site map |
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Other |
A |
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| AKR1887 |
A |
Please specify how you primarily looked for information on our site today: |
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Text area, no char limit |
Single |
N |
Skip Logic Group |
OE_Looking for |
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| ACQwil0011535 |
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Did you use the search feature during your visit today? |
ACQwil0011535A01 |
Yes |
A |
Radio button, one-up vertical |
Single |
Y |
Skip Logic Group |
Difficulty with Search |
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ACQwil0011535A02 |
No |
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| ACQwil0011539 |
A |
Did you encounter any difficulty with the search feature? |
ACQwil0011539A01 |
Yes |
B |
Radio button, one-up vertical |
Single |
Y |
Skip Logic Group |
Difficulty with Search |
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ACQwil0011539A02 |
No |
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| ACQwil0011540 |
B |
What type of difficulty did you primarily encounter? |
ACQwil0011540A01 |
It returned no results. |
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Radio button, one-up vertical |
Single |
Y |
Skip Logic Group |
What Difficulties |
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ACQwil0011540A02 |
It returned too many results. |
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ACQwil0011540A03 |
Results links were broken. |
C |
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ACQwil0011540A04 |
Results were not relevant to my search terms or needs. |
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ACQwil0011540A05 |
Results showed old versions of pages/documents. |
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ACQwil0011540A06 |
Search required too many attempts. |
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ACQwil0011540A07 |
Results were too similar/redundant. |
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ACQwil0011540A08 |
I was not sure what words to use in my search. |
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ACQwil0011540A09 |
Search speed was too slow. |
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ACQwil0011540A10 |
Other |
D |
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| ACQwil0011541 |
C |
Please tell us which search results links were broken. |
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Text area, no char limit |
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N |
Skip Logic Group |
Other - Broken Links |
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| ACQwil0011542 |
D |
Please describe the search difficulties you experienced: |
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Text area, no char limit |
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N |
Skip Logic Group |
Other - Difficulties |
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| EDO08065 |
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Did you utilize ourweb tool, SBA Direct, which allows users to personalize their experience on SBA.gov? |
EDO08065A001 |
Yes |
A,B,C |
Radio Button One Up Vertical |
Single |
Y |
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SBA Direct |
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EDO08065A002 |
No |
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| EDO08066 |
A |
Was thetool useful in helping you to access the information that was most relevant to you? |
EDO08066A001 |
Yes |
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Radio Button One Up Vertical |
Single |
Y |
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SBA Direct Useful |
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EDO08066A002 |
No |
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| EDO08067 |
B |
Will you use SBA Direct as your primary means of navigating the site? |
EDO08067A001 |
Yes |
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Radio Button One Up Vertical |
Single |
Y |
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SBA Direct Primary |
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EDO08067A002 |
No |
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EDO08067A003 |
Not Sure |
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| EDO08068 |
C |
If you could make one change/improvement to the new SBA Direct tool, what would it be? |
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Text Area – no character limit |
Single |
N |
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OE_SBA Direct Improvements |
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| SVD00181 |
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What was your experience with the navigation process today? |
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Had no difficulty with the navigation |
C |
Radio Button One Up Vertical |
Single |
Y |
Skip Logic Group |
Navigational difficulty |
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Could not determine the best link on most pages |
C |
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Could not navigate back to previous information |
C |
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Would often feel lost, not know where I was |
C |
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Site has too many links or navigational choices |
C |
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Site has too few links or navigational choices |
C |
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Links did not take me where I expected |
C |
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Could not get started or did not know where to begin |
C |
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Had technical difficulties (e.g. broken links, error messages) |
A,C |
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Navigation did not support what I was trying to accomplish |
C |
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Links/labels are difficult to understand |
C |
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Navigated to general area but could not find the specific content I needed |
C |
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Other |
B,C |
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| EDO08075 |
A |
Please tell us what links were broken, error messages you received or other technical difficulties that you experienced: |
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Text area, no char limit |
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N |
Skip Logic Group |
OE_Navigation Technical Difficulties |
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| EDO08076 |
B |
Please describe your experience with the navigation process today: |
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Text area, no char limit |
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N |
Skip Logic Group |
OE_Navigational Difficulty |
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| ACQwil0011543 |
C |
What would you recommend to improve site navigation? |
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Text area, no char limit |
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N |
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OE_Navigation Improvements |
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| SAC8163 |
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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) |
SAC8163A001 |
Message or recommendation from a friend on a social network |
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Drop down, select one |
Single |
Y |
Rank Group |
SV - Rank 1 |
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SAC8163A002 |
Video I saw on YouTube |
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SAC8163A003 |
Internet blogs or discussion forums |
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Adjust Template/Style Sheet |
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SAC8163A004 |
Advertising on social networks (Facebook, MySpace, Twitter) |
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Randomize |
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SAC8163A005 |
Message directly from the organization on a social network |
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SAC8163A006 |
Mobile phone text messages or alerts |
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SAC8163A007 |
Instant Message from a friend or colleague |
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SAC8163A008 |
Familiarity with SBA.gov |
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SAC8163A009 |
Email from SBA.gov |
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SAC8163A010 |
Search engine results |
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SAC8163A011 |
Word of mouth recommendation from someone I know |
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SAC8163A012 |
TV, radio, newspaper, or magazine advertising |
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SAC8163A013 |
Internet advertising |
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SAC8163A014 |
Don't know |
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Anchor Answer Choice |
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SAC8163A015 |
Other |
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Anchor Answer Choice |
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| SAC8164 |
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Rank 2 (Optional) |
SAC8164A001 |
Message or recommendation from a friend on a social network |
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Drop down, select one |
Single |
N |
Rank Group |
SV - Rank 2 |
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SAC8164A002 |
Video I saw on YouTube |
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SAC8164A003 |
Internet blogs or discussion forums |
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Adjust Template/Style Sheet |
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SAC8164A004 |
Advertising on social networks (Facebook, MySpace, Twitter) |
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Randomize |
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SAC8164A005 |
Message directly from the organization on a social network |
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SAC8164A006 |
Mobile phone text messages or alerts |
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SAC8164A007 |
Instant Message from a friend or colleague |
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SAC8164A008 |
Familiarity with SBA.gov |
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SAC8164A009 |
Email from SBA.gov |
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SAC8164A010 |
Search engine results |
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SAC8164A011 |
Word of mouth recommendation from someone I know |
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Anchor Answer Choice |
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SAC8164A012 |
TV, radio, newspaper, or magazine advertising |
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SAC8164A013 |
Internet advertising |
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SAC8164A014 |
Don't know |
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SAC8164A015 |
Other |
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Anchor Answer Choice |
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| SAC8165 |
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Rank 3 (Optional) |
SAC8165A001 |
Message or recommendation from a friend on a social network |
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Drop down, select one |
Single |
N |
Rank Group |
SV - Rank 3 |
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SAC8165A002 |
Video I saw on YouTube |
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SAC8165A003 |
Internet blogs or discussion forums |
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Adjust Template/Style Sheet |
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SAC8165A004 |
Advertising on social networks (Facebook, MySpace, Twitter) |
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Randomize |
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SAC8165A005 |
Message directly from the organization on a social network |
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SAC8165A006 |
Mobile phone text messages or alerts |
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SAC8165A007 |
Instant Message from a friend or colleague |
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SAC8165A008 |
Familiarity with SBA.gov |
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SAC8165A009 |
Email from SBA.gov |
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SAC8165A010 |
Search engine results |
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SAC8165A011 |
Word of mouth recommendation from someone I know |
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SAC8165A012 |
TV, radio, newspaper, or magazine advertising |
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SAC8165A013 |
Internet advertising |
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SAC8165A014 |
Don't know |
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Anchor Answer Choice |
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SAC8165A015 |
Other |
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Anchor Answer Choice |
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| KFB05595 |
|
How would you most like to interact with this site? (Please select all that apply) |
|
In social forums |
|
Checkbox, one-up vertical |
Multi |
Y |
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Interact |
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By adding comments, ratings, or reviews |
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Reading blogs |
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Receiving newsletters/email updates |
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Subscribing to RSS feeds |
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Participating in Webinars |
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Receiving live Web support |
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Listening to Podcasts or audio |
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Watching Vodcasts or video |
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Adding a widget or gadget to my personalized page |
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Viewing training modules |
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Participating in Live Web chats |
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None |
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Other |
A |
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| KFB05596 |
A |
Please specify how you would most like to interact with this site: |
|
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Text area, no char limit |
|
N |
|
OE_Interact |
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| ACQwil0011536 |
|
Please rate the clarity of the language used on this site. |
ACQwil0011536A01 |
1=Poor |
|
Radio button, scale, has don't know |
Single |
Y |
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Clarity of Language |
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ACQwil0011536A02 |
2 |
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ACQwil0011536A03 |
3 |
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ACQwil0011536A04 |
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ACQwil0011536A05 |
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ACQwil0011536A06 |
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ACQwil0011536A07 |
7 |
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ACQwil0011536A08 |
8 |
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ACQwil0011536A09 |
9 |
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ACQwil0011536A10 |
Excellent=10 |
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ACQwil0011536A11 |
Don't know |
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| ACQwil0011557 |
|
Please rate this site's use of language that the general public can understand the content. |
ACQwil0011557A01 |
1=Poor |
|
Radio button, scale, has don't know |
Single |
Y |
|
GP Understand Language |
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ACQwil0011557A02 |
2 |
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ACQwil0011557A03 |
3 |
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ACQwil0011557A04 |
4 |
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ACQwil0011557A05 |
5 |
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ACQwil0011557A06 |
6 |
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ACQwil0011557A07 |
7 |
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ACQwil0011557A08 |
8 |
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ACQwil0011557A09 |
9 |
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ACQwil0011557A10 |
Excellent=10 |
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ACQwil0011557A11 |
Don't know |
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| ACQwil0011558 |
|
Please rate the site on its use of short, clear sentences. |
ACQwil0011558A01 |
1=Poor |
|
Radio button, scale, has don't know |
Single |
Y |
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Clear and Short Language |
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ACQwil0011558A02 |
2 |
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ACQwil0011558A03 |
3 |
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ACQwil0011558A04 |
4 |
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ACQwil0011558A05 |
5 |
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ACQwil0011558A06 |
6 |
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ACQwil0011558A07 |
7 |
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ACQwil0011558A08 |
8 |
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ACQwil0011558A09 |
9 |
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ACQwil0011558A10 |
Excellent=10 |
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ACQwil0011558A11 |
Don't know |
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| 7205 |
|
What business information Web sites do you frequently visit? |
|
|
|
Text Area – no character limit |
Single |
N |
|
Business info sites |
|
|
| 7204 |
|
If SBA.gov helped your business, please explain how: |
|
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|
Text Area – no character limit |
Single |
N |
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OE_Help your business |
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| EDO08077 |
|
If you could make one change/improvement to the SBA.gov site, what would it be? |
|
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|
Text Area – no character limit |
Single |
N |
|
OE_Improvements |
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|
