632 2013 632 Questionnaire ABMC 3-1-2013_DOT

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

2013 632 Questionnaire ABMC 3-1-2013_DOT.xlsx

2013 626 NGS J6 MAC initial survey - 2013 634 USGS v3 Draft

OMB: 1090-0008

Document [xlsx]
Download: xlsx | pdf

Overview

Current Model Qsts
Current CQs


Sheet 1: Current Model Qsts

Model Instance Name:




ABMC




MID: Z8JhtlABUxlYNMI4MtgYNw==


Partitioned (Y/N)? Y


Date: 1/19/2012

ABMC
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
Return (1=Very Unlikely, 10=Very Likely)
1 Please rate your perception of the accuracy of information on this site. 17 What is your overall satisfaction with this site? (1=Very Dissatisfied, 10=Very Satisfied) 20 How likely are you to return to this site in the next 30 days?
2 Please rate the quality of information on this site. 18 How well does this site meet your expectations? (1=Falls Short, 10=Exceeds)
Recommend (1=Very Unlikely, 10=Very Likely)
3 Please rate the freshness of content on this site. 19 How does this site compare to your idea of an ideal website? (1=Not Very Close, 10=Very Close) 21 How likely are you to recommend this site to someone else?

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


Historical Resource (1=Very Unlikely, 10=Very Likely)
4 Please rate the usefulness of the features (ex: videos, database, educational materials) provided on this site.

22 How likely are you to use this site as a historical resource for information about the world wars, and the Americans buried and memorialized in ABMC's cemeteries and memorials?
5 Please rate the convenient placement of the features (ex: videos, database, educational materials) on this site.


Visit cemetery (1=Very Unlikely, 10=Very Likely)
6 Please rate the variety of features (ex: videos, database, educational materials) on this site.

23 How likely are you to visit one of ABMC's cemeteries or memorials?

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



7 Please rate the visual appeal of this site.

8 Please rate the balance of graphics and text on this site.
9 Please rate the readability of the pages on this site.

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



10 Please rate how well the site is organized.



11 Please rate the options available for navigating this site.



12 Please rate how well the site layout helps you find what you are looking for.



13 Please rate the number of clicks to get where you want on this site.




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



14 Please rate how quickly pages load on this site.



15 Please rate the consistency of speed from page to page on this site.



16 Please rate the ability to load pages without getting error messages on this site.




Sheet 2: Current CQs

Model Instance Name red & strike-through: DELETE





ABMC underlined & italicized: RE-ORDER





MID: Z8JhtlABUxlYNMI4MtgYNw== pink: ADDITION





Date: 3/1/2013 blue + -->: REWORDING















ABMC 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
SAC7120
How frequently do you visit this site? Daily
Radio button, one-up vertical Single Y
1) Visit frequency


Two to three times per week







About once a month







Every few months







Every 6 months or less often







This is my first time visiting this site





SAC7121
Do any of the following describe you? (Please select all that apply) Veteran
Checkbox, one-up vertical Multi Y
2) Role


Active Duty Military







Educator







Student







Family member or friend of someone buried or memorialized in an ABMC cemetery







Tourist who is planning to visit an ABMC cemetery or memorial







None of the above



Exclusive
SAC7122
What was your main reason for visiting the site today? Find information on a specific individual buried or memorialized in an ABMC cemetery
Radio button, one-up vertical Single Y Skip Logic Group 3) Main reason


Find information on an ABMC cemetery or memorial







Plan a visit to an ABMC cemetery or memorial







Order a service such as flowers, photos, lithograph, or Korean War Honor Roll Certificate B,C, D






Find general information about ABMC







Research general historical information







Other, please specify A




SAC7123 A What was your reason for visiting the site?

Text area, no char limit Single N Skip Logic Group a) Other reason
SAC7124 B Which service did you want to order? (Please select all that apply) Flowers
Checkbox, one-up vertical Multi Y Skip Logic Group 4) Service


Lithograph







Headstone photo







Korean War Honor Roll Certificate







Other





SAC7125 C How convenient did you find the ordering process? Very convenient
Radio button, one-up vertical Single Y Skip Logic Group 5) Service convenience


Somewhat convenient







Somewhat inconvenient







Very inconvenient





SAC7126 D Would you rather be able to complete your order on the website, or do you prefer the current process? I would strongly prefer online ordering
Radio button, one-up vertical Single Y Skip Logic Group 6) Service order process


I would somewhat prefer online ordering







I do not prefer one way or the other







I somewhat prefer the current process







I strongly prefer the current process





SAC7127
Did you view the Normandy or Pointe Du Hoc educational interactive today? Yes E Radio button, one-up vertical Single Y Skip Logic Group 7) Use Interactive


No





SAC7128 E How satisfied were you with your experience with the interactive? Very satisfied
Radio button, one-up vertical Single Y Skip Logic Group 8) Interactive Satisfaction


Somewhat satisfied







Somewhat unsatisfied







Very unsatisfied





SAC7129
Did you search a database today to find the name of an individual buried or memorialized at an ABMC cemetery? Yes F Radio button, one-up vertical Single Y Skip Logic Group 9) Use Database


No







Not sure





SAC7130 F Please describe your experience using the database (Select all that apply) I am satisfied with my experience
Checkbox, one-up vertical Multi Y Skip Logic Group 10) Database experience


I would like to be able to search by criteria other than last name, state, unit, or and cemetery







I would like to be able to sort or narrow the search results







I would like more information about the individuals listed







I would like to be able to download lists of information from the database into a format such as excel







Other experience, please specify G




SAC7131 G What was your experience with the database?

Text area, no char limit Single N Skip Logic Group b) Other database
SAC7132
Were you able to find the information you wanted today? Yes, completely
Radio button, one-up vertical Single Y Skip Logic Group 11) Able to Find


Yes, partially







No H




SAC7133 H What were you unable to find?

Text area, no char limit Single N Skip Logic Group c) Unable to Find
SAC7134
Please rate how interested you would be in each of the following potential additions to the ABMC website.
Virtual tours of each cemetery and memorial
Extremely interested
Radio button, one-up vertical Single Y Multiple Lists Group 12) Video tours


Very interested







Somewhat interested







Not very interested







Not at all interested







Not sure





SAC7135
Video and photo archives of the cemeteries and memorials Extremely interested
Radio button, one-up vertical Single Y Multiple Lists Group 13) Video/photo archives


Very interested







Somewhat interested







Not very interested







Not at all interested







Not sure





SAC7136
Educational resources such as lesson plans Extremely interested
Radio button, one-up vertical Single Y Multiple Lists Group 14) Lesson plans


Very interested







Somewhat interested







Not very interested







Not at all interested







Not sure





SAC7137
Educational resources such as additional interactive programs about military campaigns Extremely interested
Radio button, one-up vertical Single Y Multiple Lists Group 15)More interactives


Very interested







Somewhat interested







Not very interested







Not at all interested







Not sure





SAC7138
Information about individuals buried in ABMC cemeteries, such as personal letters and photos Extremely interested
Radio button, one-up vertical Single Y Multiple Lists Group 16) Personal letters/photos


Very interested







Somewhat interested







Not very interested







Not at all interested







Not sure





SAC7139
Please suggest one improvement ABMC could make to its website to improve your experience

Text area, no char limit Single N
d) Improvement
ACQLiv0023320
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





ACQLiv0023321 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





ACQLiv0023322 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





ACQLiv0023323 C Have you ever accessed ABMC's site using a mobile phone or tablet? Yes
Radio button, one-up vertical Single Y
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





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