545 CMS Cahaba J10 MAC

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

2012 545 CMS Cahaba J10 MAC 6-25-12.xlsx

541 Alzheimer's Questionnaire - 561 VA-eBenefits Questionnaire

OMB: 1090-0008

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Overview

Model Qs
Current Questions


Sheet 1: Model Qs

Model Instance Name:

This is a CMS measure!
USE MODEL #410


CMS - Cahaba J10 MAC




MID: FRkpwtNoQ0NxZVwZQcNs0A==



Date: 4/23/2009



CMS - Cahaba J10 MAC MODEL QUESTION LIST




Model questions utilize the ACSI methodology to determine scores and impacts





ELEMENTS (drivers of satisfaction)
CUSTOMER SATISFACTION
FUTURE BEHAVIORS







Content
Satisfaction
Primary Resource
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 use this site as your primary resource for getting information on Medicare?
2 Please rate the quality of information on this site. 22 How well does this site meet your expectations?
Recommend
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


Return
4 Please rate the usefulness of the services provided on this site.

26 How likely are you to return to this site?
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



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
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 information you want on this site.



12 Please rate the clarity of the site map/directory.



13 Please rate the ease of navigation on this site.




Search



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 on this site.



17 Please rate how the search feature helps you to narrow the results to find the information you want.




Site Performance



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 Questions

Model Instance Name:

red & strike-through: DELETE








CMS - Cahaba J10 MAC

underlined & italicized: RE-ORDER








MID: FRkpwtNoQ0NxZVwZQcNs0A==

pink: ADDITION








Date: 10/1/2009 blue + -->: REWORDING





















CMS - Cahaba J10 MAC CUSTOM QUESTION LIST



QID
(Group ID)
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 25 character limit. Leave blank if you want DOT to fill this part out. CQ Label


AED08187
What is your Medicare line of business? Alabama Part A
Drop down, select one Single Y
Medicare line





Alabama Part B











Georgia Part A











Georgia Part B











Mississippi Part B











Tennessee Part A











Tennessee Part B











HH&H











ESRD











Religious Non-medical Health Care Institution (RNHC)











Independent Organ Procurement Organization











Histocompatibility Lab











None of the above








51958
Which best describes you? Provider of medical services
Radio button, one-up vertical Single Y
Role Required by CMS

Supplier of medical equipment or supplies





Staff of provider/supplier working primarily with billing/insurance





Administrative staff of a provider/supplier




Other staff of a provider/supplier




Consultant or attorney




Billing service




Other (please specify) SKIP A



7000003 SKIP A Other - which best describes you?

Text field, <100 char
Y
OE_Role


C51960
What is your primary reason for visiting this site today? Download forms
Radio button, one-up vertical Single Y
Primary Visit Reason Required by CMS

Learn of, or register for, workshops, seminars or other training events





Find contact information





Find general Medicare program information





Research a specific question on Medicare policy or billing





Find information on fees or fee schedules





Find out about a Local Coverage Determination (LCD)





Read Medicare publications such as newsletters, articles,etc.





Find enrollment information





Take an on-line training course





Other (please specify) SKIP B




C7000004 SKIP B Other - primary reason?

Text field, <100 char


OE_Reason

C51957
In the last 30 days, how many times have you visited this website? This is my first time
Radio button, one-up vertical Single Y
Visit Frequency Required by CMS

Once or twice Z,Y




Three or four times Z,Y




More than once per week but not every day Z,Y




Every day Z,Y




ACQwil0013783 Z Please select the statement which best describes your experience with the new Cahaba site redesign: It is easier to find what I'm looking for
Radio button, one-up vertical Single Y
Site Redesign





It is harder to find what I'm looking for









My experience is no different when looking at information on the new site










Don't know







ACQwil0013784 Y Please tell us what you think of the new Cahaba site:

Text area, no char limit
N
OE_New Site


CWS01706
Did you find what you were looking for? Yes - I found what I was looking for
Drop down, select one Single Y
Found Info





No - I did not find what I was looking for C/H










I don't know yet; I am still looking











I wasn't looking for anything in particular








CWS01707 H Please tell us exactly what you were looking for.

Text area, no char limit
T
Looking For


CWS01708 C What will you do next? Nothing, although I did not find/complete what I wanted
Radio button, one-up vertical Single Y
Do Next Recommended by CMS




Call the Cahaba call center









Return to the Cahaba website later and try again









Send an email









Write a letter









Other (please specify) D





CWS01709 D Please describe what you will do next.

Text area, no char limit
Y
OE_Do Next

CWS01710
Which areas of the site did you primarily use today? News
Radio button, one-up vertical Single Y
Area Used





Calendar of events










Transition schedule










Local Coverage Determinations (LCDs)










Frequently Asked Questions (FAQs)










Past Correspondences/Communications










Contact Information










Other (please specify) E






CWS01711 E Other Area Used

Text field, <100 char
Y
OE_Area Used


EDO05180
In addition to the currently used communication tools (example: Internet, email lists), would you be interested in receiving Cahaba Medicare Services related information through the following Social Media outlets: (Please select all that apply) Facebook
Checkbox, one-up vertical Multi Y







Twitter











YouTube











RSS Feed











Podcast











LinkedIn











None











Other (please specify) A







EDO05181 A Please list the other social media outlet:

Text area, no char limit






EDO05182
Does your place of business allow you to access social media outlets for work-related information during work hours? (i.e. Facebook, YouTube etc.) Yes
Radio button, one-up vertical Single Y







No








EDO05183
Would you access Cahaba Medicare Services social media outlets for information during off/non-business hours? Yes
Radio button, one-up vertical Single Y







No








ACQLiv0010428
Did you use the search feature during your visit today? Yes F Radio button, one-up vertical Single Y Skip Logic Group Search Usage





No











Don't recall








ACQLiv0010429 F Please tell us about your experience with the site's search feature today. (Please select all that apply.) The search feature met my needs today.
Checkbox, one-up vertical Multi Y Skip Logic Group Search Experience





I had issues with the basic search process (how to use it, terms to enter). A










I had issues with the visual display of the search results (text size, images). B










I had issues with the search results I received. C










I had issues with sorting, filtering, advanced search or lack of these options. D










I had technical issues with the search feature. E










The search tips were not useful F










None of these








ACQLiv0010430 A What were your issues with the basic search process? (Please select all that apply.) It was not clear to me how to use the search feature
Checkbox, one-up vertical Multi Y Skip Logic Group Search Process





I did not know what terms to use to get the results I wanted











There were too many steps or refinements to get to what I wanted











None of these








ACQLiv0010431 B What were your issues with the visual display of the search results? (Please select all that apply.) I could not see enough of the description to decide which link to choose
Checkbox, one-up vertical Multi Y Skip Logic Group Search Display





The text was too small










The page was too crowded










I could not see much difference between the listings/items











None of these








ACQLiv0010432 C What were your issues with the search results? (Please select all that apply.) Results were not relevant/not what I wanted
Checkbox, one-up vertical Multi Y Skip Logic Group Search Results





There were not enough results











There were NO results











There were too many results











There was too little information in the results to decide what to choose











Many of the search results looked the same











I had other issues with the search results








ACQLiv0010433 D What were your issues with sorting, filtering, or advanced search? (Please select all that apply.) The results were not sorted in a helpful way
Checkbox, one-up vertical Multi Y Skip Logic Group Search Sorting





I want advanced search options











I want the following sorting/filtering/advanced option: D1










I had a different sorting/filtering issue: D2







ACQLiv0010434 D1 Sorting/filtering/advanced option: Open-ended
Text area, no char limit Single N Skip Logic Group OE_Search Filter1


ACQLiv0010435 D2 My issue was: Open-ended
Text area, no char limit Single N Skip Logic Group OE_Search Filter2


ACQLiv0010436 E What were your technical issues with the search feature? (Please select all that apply.) Error message(s) E1 Checkbox, one-up vertical Multi Y Skip Logic Group Search Technical





Search speed was too slow








ACQLiv0010437 E1 What error message did you receive: Open-ended
Text area, no char limit Single N Skip Logic Group OE_Search Technical


ACQLiv0010438 F What were you issues with the search tips? (Please select all that apply.) The search tips were not helpful
Checkbox, one-up vertical Multi Y Skip Logic Group Search Tips





Displays no results











Too much information returned when using the search tips function











Not enough results are shown when using the search tips function








ACQLiv0010439
How did you look for information/navigate the site today? (Please select all that apply.) Search feature
Checkbox, one-up vertical Multi Y OPS Group Look for Info





Advanced search feature/tool











Top navigation bar











Links in the center of the page











Medicare Part A or B Quick links











Site map











Other (please specify): A







ACQLiv0010440 A Other way I looked for information:

Text area, no char limit Single N OPS Group OE_Look for Info


ACQLiv0010441
Which of these method(s) led you to the information you were looking for? Search feature
Radio button, one-up vertical Single Y
Method Found Info





Advanced search feature/tool











Top navigation bar











Links in the center of the page











Medicare Part A or B Quick links











Site map











None of these











Don't recall








ACQLiv0010442
How would you describe your experience browsing/looking for information on this site today? (Please select all that apply.) I had no difficulty browsing/looking for information on this site
Checkbox, one-up vertical Multi Y Skip Logic Group Navigation Experience





Links often did not take me where I expected B










Had difficulty finding relevant information











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







ACQLiv0010443 A Other navigation difficulty: Open-ended
Text area, no char limit Single N Skip Logic Group OE_Nav Experience


ACQLiv0010444 B Please describe the specific navigation links or paths that did not take you where they should have. Open-ended
Text area, no char limit Single N Skip Logic Group OE_Nav Paths


CWS01715
Are you enrolled in our E-Mail Service? Yes F Drop down, select one Single Y
Enrolled





No








CWS01716 F Please rate your overall satisfaction with Cahaba's E-Mail notification service. 1 - Very Dissatisfied G Radio button, one-up vertical Single Y
Email Sat




2 G








3 G








4 G








5 G








6









7









8









9









10 - Very Satisfied







CWS01717 G Please tell us the reason for the rating given above.

Text area, no char limit
N
Low Rate


CWS01718
Where are you located? Alabama
Drop down, select one Single Y
Located





Georgia











Tennessee











Alaska











Arizona











Arkansas











California











Colorado











Connecticut











Delaware











District of Columbia (Washington DC)











Florida











Hawaii











Idaho











Illinois











Indiana











Iowa











Kansas











Kentucky











Louisiana











Maine











Maryland











Massachusetts











Michigan











Minnesota











Mississippi











Missouri











Montana











Nebraska











Nevada











New Hampshire











New Jersey











New Mexico











New York











North Carolina











North Dakota











Ohio











Oklahoma











Oregon











Pennsylvania











Rhode Island











South Carolina











South Dakota











Texas











Utah











Vermont











Virginia











Washington











West Virginia











Wisconsin











Wyoming











Other








CWS01719
If you could identify one improvement to this site, what would that improvement be?

Text area, no char limit
N
Improvements



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