Form 610 2012 610 NCCAM Questionnaire 12.31.12

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

2012 610 NCCAM Questionnaire 12.31.12.xls

2012 610 NCCAM Questionnaire 12.31.12.xls

OMB: 1090-0008

Document [xlsx]
Download: xlsx | pdf

Overview

Guidelines
Current Model Qsts
Current CQs
Current CQs (12-31-12)


Sheet 1: Guidelines























Questionnaire Management Guidelines








































Goals:



















One consolidated document to track all model and CQ changes throughout the life of the project


















Questionnaire always matches the live survey


















Easy and error-free way to submit CQ changes


















All changes tracked and reflected in one document (DOT will help)







































Questionnaire Resources:








































1
Questionnaire Design and Approval Process














2
Question Grouping Rules















3
OPS vs. Skip Logic Decision for "Other, Please Specify"











4
Foreign Language Survey Instructions


































Sheet 2: Current Model Qsts

Model Instance Name:







NCCAM







MID:
Existing Measure - Please fill in; New Measure - DOT will fill in




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:
9/21/2012




NCCAM
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


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

Satisfaction

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

Content - Accuracy Please rate your perception of the accuracy 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 in the next 30 days?

Content - Quality Please rate the quality of information 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)

Content - Freshness Please rate the freshness of content on this site.
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?


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




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

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



Primary Resource How likely are you to use this site as your primary resource for information regarding complementary and alternative medicine?

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



Share Information Share Information (1=Very Unlikely, 10=Very Likely)

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




How likely are you to share information from this site with a family member, friend or health care professional?


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






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






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



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



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


Plain Language - Clear Please rate the clarity of the wording on this site.






Plain Language - Understandable Please rate how well you understand the wording on this site.






Plain Language - Concise Please rate this site on its use of short, clear sentences.







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.
































































































Sheet 3: Current CQs



red & strike-through: DELETE








underlined & italicized: RE-ORDER








pink: ADDITION






9/21/2012 blue + -->: REWORDING

















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

How frequently do you visit this site? This is my first visit
Radio button, one-up vertical Single Y
Frequency


Every few months or less often








Monthly








Weekly








Several times a week








Daily/more than once a day







What is your role in visiting the site today? General health consumer
Radio button, one-up vertical Single Y Skip Logic Group* Role


Patient








Friend or relative of patient








Researcher








Complementary/alternative medicine practitioner








Other health care professional A







Student








Educator








Other, please specify: B





B What is your role in visiting the site today?

Text area, no char limit
N
OE_Role
A Whay type of health care professional? Physician
Text area, no char limit Single N Skip Logic Group* Health Care Prof.


Nurse








Other, please specify: O





O Please specify the type of health care professional





OE_Health Care Prof.

What is your primary reason for visiting this site today? To look for general CAM/health information C Radio button, one-up vertical Single Y Skip Logic Group* Primary Reason


To look for information about conditions








To look for information about treatments








To look for safety information








To look for clinical guidelines








To look for research results D







To look for grants and funding information E







To look for training programs/continuing education








To find a CAM practitioner








To look for employment opportunities








To read news








To look for upcoming events








Other, please specify: F


Anchor Answer Choice

F What is your primary reason for visiting this site today?

Text area, no char limit
N
OE_Primary Reason
C What specific information were you looking for today?

Text area, no char limit
N
OE_Specific Health Info
D What specific data were you looking for today?

Text area, no char limit
N
OE_Specific Data
E More specifically, what type of funding information were you looking for? (Please select all that apply.) Available funding opportunities
Checkbox, one-up vertical Multi Y Skip Logic Group* Specific Funding Info


Policies regarding funding








List of grants that have already been awarded








Help in applying for grants








Other, please specify: G


Anchor Answer Choice

G What other funding information were you looking for today?

Text area, no char limit
N
OE_Specific Funding Info

What sections of the site did you visit today? (Please select all that apply.) Health
Checkbox, one-up vertical Multi Y Skip Logic Group* Site Sections


Research








Grants & funding








Training








News








About NCCAM








Resources for health care providers








NCCAM research blog








"Time to Talk"








Other, please specify: H


Anchor Answer Choice

H What other section of the site did you visit today?

Text area, no char limit
N
OE_Other Section

Did you find what you were looking for on the site today? Yes 
Drop down, select one Single Y Skip Logic Group* Ability to Find


Still looking








I wasn't looking for anything in particular








No, I wanted to find: I


Anchor Answer Choice

I Please tell us specifically what you were unable to find:

Text area, no char limit
N
OE_Didn't Find

What additional information or resources would you like to see included on this site?

Text area, no char limit
N
OE_Additional Info

Which of the following online resources do you find helpful when making decisions about your health? (Please select all that apply.) Findings from new research studies (e.g. recent findings about meditation and respiratory infections, etc.)
Checkbox, one-up vertical Multi Y
OE_Helpful Online Resources


Fact sheet about how to understand research articles (e.g. how studies are done, how to understand results, etc.)








Tips on how to interpret a group of medical studies (that many have differing results)








Online tuorial to learn in-depth information about specific health topics (such as the placebo effect, internet-based health resources, etc.)







How did you look for information on/navigate the site today? (Please select all that apply.) Search feature J,R Checkbox, one-up vertical Multi Y Skip Logic Group* Navigation Method


Top navigation bar K,S







Health links (left side) K,S







Research links (middle) K,S







News links (right) K,S







Other links in the middle of homepage K,S







Bottom navigation bar K,S







Navigating through the site K,S







Site map K,S







Other, please specify: L


Anchor Answer Choice

L Other way I looked for information:

Text area, no char limit
N
OE_Other Method
J Please tell us about your experience with the site's search feature today. (Please select all that apply.) Search results were helpful
Checkbox, one-up vertical Multi Y Skip Logic Group* Search Experience


Results were not relevant/not what I wanted








Too many results/I needed to refine my search








Not enough results








Returned NO results








Received error message(s)








Search speed was too slow








I experienced a different search issue (please explain): M


Anchor Answer Choice

M Other search issue:

Text area, no char limit
N
OE_Search Exp
R How can we make the search feature more useful to you?

Text area, no char limit
N
OE_Improve Search
K 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
Y Skip Logic Group* Navigation Experience


Links often did not take me where I expected








Had difficulty finding relevant information








Links/labels are difficult to understand








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 (please explain): N


Anchor Answer Choice

N Other navigation issue:

Text area, no char limit
N
OE_Nav Exp
S What specific ways can we improve your experience navigating on the site?

Text area, no char limit
N
OE_Nav Improve

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* SMV-Rank 1


Video I saw on YouTube



Adjust Template/Style Sheet



Internet blogs or discussion forums



Randomize



Advertising on social networks (Facebook,Twitter)








Message directly from the company on a social network








Online Pinboard (Pinterest)








Mobile phone text messages or alerts








Instant Message from a friend or colleague








Familiarity with site








Email list / newsletter from the site








Search engine results








Word of mouth recommendation from someone I know








TV, radio, newspaper, or magazine








Referred by another website or link








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* SMV-Rank 2


Video I saw on YouTube



Adjust Template/Style Sheet



Internet blogs or discussion forums



Randomize



Advertising on social networks (Facebook,Twitter)








Message directly from the company on a social network








Online Pinboard (Pinterest)








Mobile phone text messages or alerts








Instant Message from a friend or colleague








Familiarity with site








Email list / newsletter from the site








Search engine results








Word of mouth recommendation from someone I know








TV, radio, newspaper, or magazine








Referred by another website or link








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* SMV-Rank 3


Video I saw on YouTube



Adjust Template/Style Sheet



Internet blogs or discussion forums



Randomize



Advertising on social networks (Facebook,Twitter)








Message directly from the company on a social network








Online Pinboard (Pinterest)








Mobile phone text messages or alerts








Instant Message from a friend or colleague








Familiarity with site








Email list / newsletter from the site








Search engine results








Word of mouth recommendation from someone I know








TV, radio, newspaper, or magazine








Referred by another website or link








Don't know



Anchor Answer Choice



Other



Anchor Answer Choice


Do you ever access the Internet using a mobile phone or tablet? Yes A, B Radio button, one-up vertical Single Y
Access Mobile Internet


No






A Which of the following devices do you have? A SmartPhone
Checkbox, one-up vertical Multi Y
Phone or Tablet


A tablet








None of these






B Have you ever accessed ANY federal website using a mobile phone or tablet? Yes C Radio button, one-up vertical Single Y
Federal Mobile Site Usage


No, but I plan to do so








No, but I might in the future








No, and I don't plan to do so






C Have you ever accessed NCCAM's site using a mobile phone or tablet? Yes Y, Z Radio button, one-up vertical Single Y
Mobile Site Usage


No, but I plan to do so Z







No, but I might in the future Z







No, and I don't plan to do so






Y What was the main reason you last visited NCCAM.NIH.gov using a mobile phone or tablet?

Text area, no char limit Single N
Primary Reason
Z What resources/additional resources might you want to access from NCCAM using a mobile phone or tablet?

Text area, no char limit Single N
Desired Resources

If you could make one improvement to the NCCAM site, what would it be?

Text area, no char limit
N
OE_Improvement

How do you use/plan to use the information from NCCAM?

Text area, no char limit
N
OE_NCCAM Info Use

Sheet 4: Current CQs (12-31-12)



red & strike-through: DELETE








underlined & italicized: RE-ORDER








pink: ADDITION






9/21/2012 blue + -->: REWORDING

















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

How frequently do you visit this site? This is my first visit
Radio button, one-up vertical Single Y
Frequency


Every few months or less often








Monthly








Weekly








Several times a week








Daily/more than once a day







What is your role in visiting the site today? General health consumer
Radio button, one-up vertical Single Y Skip Logic Group* Role


Patient








Friend or relative of patient








Researcher








Complementary/alternative medicine practitioner








Other health care professional A







Student








Educator








Other, please specify: B





B What is your role in visiting the site today?

Text area, no char limit
N
OE_Role
A Whay type of health care professional? Physician
Text area, no char limit Single N Skip Logic Group* Health Care Prof.


Nurse








Other, please specify: O





O Please specify the type of health care professional





OE_Health Care Prof.

What is your primary reason for visiting this site today? To look for general CAM/health information C Radio button, one-up vertical Single Y Skip Logic Group* Primary Reason


To look for information about conditions








To look for information about treatments








To look for safety information








To look for clinical guidelines








To look for research results D







To look for grants and funding information E







To look for training programs/continuing education








To find a CAM practitioner








To look for employment opportunities








To read news








To look for upcoming events








Other, please specify: F


Anchor Answer Choice

F What is your primary reason for visiting this site today?

Text area, no char limit
N
OE_Primary Reason
C What specific information were you looking for today?

Text area, no char limit
N
OE_Specific Health Info
D What specific data were you looking for today?

Text area, no char limit
N
OE_Specific Data
E More specifically, what type of funding information were you looking for? (Please select all that apply.) Available funding opportunities
Checkbox, one-up vertical Multi Y Skip Logic Group* Specific Funding Info


Policies regarding funding








List of grants that have already been awarded








Help in applying for grants








Other, please specify: G


Anchor Answer Choice

G What other funding information were you looking for today?

Text area, no char limit
N
OE_Specific Funding Info

What sections of the site did you visit today? (Please select all that apply.) Health
Checkbox, one-up vertical Multi Y Skip Logic Group* Site Sections


Research








Grants & funding








Training








News








About NCCAM








Resources for health care providers








NCCAM research blog








"Time to Talk"








Other, please specify: H


Anchor Answer Choice

H What other section of the site did you visit today?

Text area, no char limit
N
OE_Other Section

Did you find what you were looking for on the site today? Yes 
Drop down, select one Single Y Skip Logic Group* Ability to Find


Still looking








I wasn't looking for anything in particular








No, I wanted to find: I


Anchor Answer Choice

I Please tell us specifically what you were unable to find:

Text area, no char limit
N
OE_Didn't Find

What additional information or resources would you like to see included on this site?

Text area, no char limit
N
OE_Additional Info

Which of the following online resources do you find helpful when making decisions about your health? (Please select all that apply.) Findings from new research studies (e.g. recent findings about meditation and respiratory infections, etc.)
Checkbox, one-up vertical Multi Y
OE_Helpful Online Resources


Fact sheet about how to understand research articles (e.g. how studies are done, how to understand results, etc.)








Tips on how to interpret a group of medical studies (that many have differing results)








Online tuorial to learn in-depth information about specific health topics (such as the placebo effect, internet-based health resources, etc.)







How did you look for information on/navigate the site today? (Please select all that apply.) Search feature J,R Checkbox, one-up vertical Multi Y Skip Logic Group* Navigation Method


Top navigation bar K,S







Health links (left side) K,S







Research links (middle) K,S







News links (right) K,S







Other links in the middle of homepage K,S







Bottom navigation bar K,S







Navigating through the site K,S







Site map K,S







Other, please specify: L


Anchor Answer Choice

L Other way I looked for information:

Text area, no char limit
N
OE_Other Method
J Please tell us about your experience with the site's search feature today. (Please select all that apply.) Search results were helpful
Checkbox, one-up vertical Multi Y Skip Logic Group* Search Experience


Results were not relevant/not what I wanted








Too many results/I needed to refine my search








Not enough results








Returned NO results








Received error message(s)








Search speed was too slow








I experienced a different search issue (please explain): M


Anchor Answer Choice

M Other search issue:

Text area, no char limit
N
OE_Search Exp
R How can we make the search feature more useful to you?

Text area, no char limit
N
OE_Improve Search
K 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
Y Skip Logic Group* Navigation Experience


Links often did not take me where I expected








Had difficulty finding relevant information/products








Links/labels are difficult to understand








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 (please explain): N


Anchor Answer Choice

N Other navigation issue:

Text area, no char limit
N
OE_Nav Exp
S What specific ways can we improve your experience navigating on the site?

Text area, no char limit
N
OE_Nav Improve

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* SMV-Rank 1


Video I saw on YouTube



Adjust Template/Style Sheet



Internet blogs or discussion forums



Randomize



Advertising on social networks (Facebook,Twitter)








Message directly from the company on a social network








Online Pinboard (Pinterest)








Mobile phone text messages or alerts








Instant Message from a friend or colleague








Familiarity with site








Email list / newsletter from the site








Search engine results








Word of mouth recommendation from someone I know








TV, radio, newspaper, or magazine








Referred by another website or link








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* SMV-Rank 2


Video I saw on YouTube



Adjust Template/Style Sheet



Internet blogs or discussion forums



Randomize



Advertising on social networks (Facebook,Twitter)








Message directly from the company on a social network








Online Pinboard (Pinterest)








Mobile phone text messages or alerts








Instant Message from a friend or colleague








Familiarity with site








Email list / newsletter from the site








Search engine results








Word of mouth recommendation from someone I know








TV, radio, newspaper, or magazine








Referred by another website or link








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* SMV-Rank 3


Video I saw on YouTube



Adjust Template/Style Sheet



Internet blogs or discussion forums



Randomize



Advertising on social networks (Facebook,Twitter)








Message directly from the company on a social network








Online Pinboard (Pinterest)








Mobile phone text messages or alerts








Instant Message from a friend or colleague








Familiarity with site








Email list / newsletter from the site








Search engine results








Word of mouth recommendation from someone I know








TV, radio, newspaper, or magazine








Referred by another website or link








Don't know



Anchor Answer Choice



Other



Anchor Answer Choice


Do you ever access the Internet using a mobile phone or tablet? Yes A, B Radio button, one-up vertical Single Y
Access Mobile Internet


No






A Which of the following devices do you have? A SmartPhone
Checkbox, one-up vertical Multi Y
Phone or Tablet


A tablet








None of these






B Have you ever accessed ANY federal website using a mobile phone or tablet? Yes C Radio button, one-up vertical Single Y
Federal Mobile Site Usage


No, but I plan to do so








No, but I might in the future








No, and I don't plan to do so






C Have you ever accessed NCCAM's site using a mobile phone or tablet? Yes Y, Z Radio button, one-up vertical Single Y
Mobile Site Usage


No, but I plan to do so Z







No, but I might in the future Z







No, and I don't plan to do so






Y What was the main reason you last visited NCCAM.NIH.gov using a mobile phone or tablet?

Text area, no char limit Single N
Primary Reason
Z What resources/additional resources might you want to access from NCCAM using a mobile phone or tablet?

Text area, no char limit Single N
Desired Resources

If you could make one improvement to the NCCAM site, what would it be?

Text area, no char limit
N
OE_Improvement

How do you use/plan to use the information from NCCAM?

Text area, no char limit
N
OE_NCCAM Info Use
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