535 FDIC Questionnaire 7-01-2012

American Customer Satisfaction Index (ACSI) E-Government Website Customer Satisfaction Surveys

2012 535 FDIC Questionnaire 07.01.2012.xlsx

533 CQs for OMB started 5-3-12 - 540 USPTO 5-14-12

OMB: 1090-0008

Document [xlsx]
Download: xlsx | pdf

Overview

Proposed Model FDIC Main V3
Custom Qsts Current


Sheet 1: Proposed Model FDIC Main V3

Model Instance Name:







FDIC Main V3







MID: TBD





Partitioned (Y/N)?
Y




NOTE: All non-partitioned surveys will NOT be imputed and the elements will be rotated as a default unless otherwise specified and approved by Research.



Date:
3/26/2012




FDIC Main V3
Model questions utilize the ACSI methodology to determine scores and impacts


ELEMENTS (drivers of satisfaction)

CUSTOMER SATISFACTION

FUTURE BEHAVIORS

MQ Label

MQ Label

MQ Label


FDIC Information (1=Poor, 10=Excellent, Don't Know)

Satisfaction

Return (1=Very Unlikely, 10=Very Likely)

FDIC Information - Thoroughness Please rate the thoroughness of information on this site.
Satisfaction - Overall What is your overall satisfaction with this site?
(1=Very Dissatisfied, 10=Very Satisfied)

Return How likely are you to return to this site?

FDIC Information - Understandable Please rate how understandable the information is on this site.
Satisfaction - Expectations How well does this site meet your expectations?
(1=Falls Short, 10=Exceeds)


Recommend (1=Very Unlikely, 10=Very Likely)

FDIC Information - Answers Please rate how well site information provides answers to your questions.
Satisfaction - Ideal How does this site compare to your idea of an ideal website?
(1=Not Very Close, 10=Very Close)

Recommend How likely are you to recommend this site to someone else?


Navigation (1=Poor, 10=Excellent, Don't Know)




Primary Resource (1=Very Unlikely, 10=Very Likely)

Navigation - Organized Please rate how well the site is organized.



Primary Resource How likely are you to use this site as your primary resource for gathering information about the FDIC or the banking industry?

Navigation - Options Please rate the options available for navigating this site.




Trust (1=Strongly Disagree, 10=Strongly Agree)

Navigation - Layout Please rate how well the site layout helps you find what you are looking for.



Trust - Best Interests I can count on this agency to act in my best interests.

Navigation - Clicks Please rate the number of clicks to get where you want on this site.



Trust - Trustworthy I consider this agency to be trustworthy.







Trust - Do Right This agency can be trusted to do what is right.


Look and Feel (1=Poor, 10=Excellent, Don't Know)






Look and Feel - Appeal Please rate the visual appeal of this site.






Look and Feel - Balance Please rate the balance of graphics and text on this site.






Look and Feel - Readability Please rate the readability of the pages on this site.







Site Performance (1=Poor, 10=Excellent, Don't Know)






Site Performance - Loading Please rate how quickly pages load on this site.






Site Performance - Consistency Please rate the consistency of speed from page to page on this site.






Site Performance - Errors Please rate the ability to load pages without getting error messages on this site.







Online Transparency (1=Poor, 10=Excellent, Don't Know)






Online Transparency - Disclose Please rate how thoroughly this site discloses information about what this agency is doing.






Online Transparency - Quick Please rate your perception of how quickly agency information is made available on this site.






Online Transparency - Access Please rate how well information about this agency's actions can be accessed by the public on this site.










































































































Sheet 2: Custom Qsts Current

Model Instance Name: red & strike-through: DELETE





FDIC Main V2 underlined & italicized: RE-ORDER





MID: MsgI0IhI11sQAFFRl1s5Fg== pink: ADDITION





Date: 5/7/10 blue + -->: REWORDING








violet (bold): SKIP-LOGIC





FDIC Main 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 Labels
EDO02686
How frequently do you visit this site? First time
Drop down, select one Single y Skip logic Visit Frequency



Daily








Weekly








Several times a month








About once a month








Quarterly








A few times a year or less





EDO02688
Which of these best describes you? Analyst/Researcher
Drop down, select one Single y Skip logic Role



Asset Buyer/Investor








Banker








Bank Regulator/Government Employee








Bank Customer/Consumer/Depositor








Lawyer








Student








Other A




EDO02689 A If answered "Other" above, what other role best describes you? (Please specify)

Text area, no char limit
n Skip logic OE_Role
EDO02690
What is your primary reason for visiting the site today? Get current FDIC news, announcements & alerts
Drop down, select one Single y Skip logic Primary Reason



Learn about FDIC








Review banking laws & regulations








Get information on deposit insurance








Research and analysis








Find financial product information








Find information about financial institutions B







Review upcoming conferences & events








Learn about careers with FDIC








Learn how FDIC examines banks








Review enforcement decisions and orders








Find guidelines, forms or instructions








Learn about real estate and asset sales








Use consumer assistance








Review consumer & community affairs








Find information about failed banks








Other A




EDO02691 B What specific information about financial institutions were you looking for?

Text field, <100 char
N Skip logic OE_Specific Info
EDO02692 A What is your other primary reason for visiting? (Please specify)

Text area, no char limit
n Skip logic OE_Primary Reason
EDO02693
How did you look for information on/navigate the site today? (Please select all that apply.) Used the SEARCH function
Checkbox, one-up vertical Multi Y
Look for Information



Top Navigation Bar








Links within the page








Use Quick Links by User








Use the 'Need Help Finding Information' feature








Use the Contact Us link








Use the HELP link








Use the Site Map








Send an email through the "Contact Us" email function








Call the 1-800 number








Other





EDO02694
Did you find the information that you were looking for today? Yes
Radio button, one-up vertical Single Y OPS Ability to Find



No B







Partially B




EDO02695 B Please tell us what specifically were you looking for?

Text area, no char limit

OPS OE_Unable to Find
ACQCol0006403
How would you describe your navigation experience on this site today? (Please select all that apply.) I had no difficulty navigating/browsing on this site
Checkbox, one-up vertical Multi Y Skip logic Navigation Experience



Links often did not take me where I expected








Had difficulty finding relevant information








Links/labels are difficult to understand B







Too many links/navigational options to choose from








Had technical difficulties (error messages, broken links, etc.)








Could not navigate back to previous information








I had a navigation difficulty not listed above: A




ACQCol0006404 A Other navigation difficulty:




Skip logic OE_Navigation Difficulty
ACQCol0006405 B What specific links/labels were difficult to understand?




Skip logic OE_LinkLabel Difficulty
ACQCol0006406
What specific ways can we improve your experience navigating/browsing on this site?

Text area, no char limit Single N
OE_Navigation Improvements
ACQCol0006390
Did you use the search feature during your visit today? Yes A, B, C Radio button, one-up vertical Single Y Skip logic Search Usage



No








Don't recall





ACQCol0006391 A Did the search feature help you to locate what you were looking for today? Yes
Radio button, one-up vertical Single Y Skip logic Search Help



Partially








No





ACQCol0006392 B If you could make one improvement to the search feature, which of the following would you make: Narrow results by a specific date
Radio button, one-up vertical Single Y Skip logic Search Improvement



Sort results by the most popular to least popular








Narrow by searching within the first set of results I receive








Search by document type, pdf, .wav., etc.








Other improvement suggestion: D




ACQCol0006393 D Other search improvement suggestion:

Text area, no char limit Single Y Skip logic OE_Search Improvement
ACQCol0006394 C How can we make the search feature more useful to you?

Text area, no char limit Single Y Skip logic OE_Search Useful
EDO03719
If you heard about this website from a social network, please specify the site (i.e. Facebook, Twitter)

Text area, no char limit
N
OE_Social Media
EDO02700
Do you use an RSS news reader? Yes
Radio button, one-up vertical Single Y
RSS Reader



No








Not sure





EDO02701
What social media site do you use most often? You Tube
Drop down, select one Single Y
Social Media Site



Twitter








Facebook








LinkedIn








Other








I don't use any





ACQCol0006395
Do you use a mobile device to access the Internet? Yes A, B Radio button, one-up vertical Single Y Skip Logic Mobile Internet



No





ACQCol0006396 A What type of mobile device do you use? Android
Drop down, select one Single Y Skip Logic Mobile Device



iPhone








iPad








Windows Mobile








Blackberry








Other, please specify D




ACQCol0006397 D Other mobile device

Text area, no char limit Single N Skip Logic OE_Mobile Device
ACQCol0006418 B Would you use a mobile device to access this website? Yes
Radio button, one-up vertical Single Y Skip Logic Mobile Access


No





EDO02706
If you could improve one thing on the website, what would it be?

Text area, no char limit single n
OE_One Improvement
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