| Model Instance Name: | |||||
| Travel.State Satisfaction Survey v2 | |||||
| MID: | kd8shdQFgAcNBhgM8phtAg== | ||||
| Date: | 9/9/2009 | ||||
| Travel.State Satisfaction Survey v2 MODEL QUESTION LIST | |||||
| 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 | Likelihood to Return (1=Not Very Likely, 10=Very Likely) | |||
| 1 | Please rate the <strong>accuracy of information</strong> on this site. | 21 | What is your <strong>overall satisfaction</strong> with this site? (1=Very Dissatisfied, 10=Very Satisfied) |
24 | How likely are you to <strong>return to this site</strong>? |
| 2 | Please rate the <strong>quality of information</strong> on this site. | 22 | How well does this site <strong>meet your expectations</strong>? (1=Falls Short, 10=Exceeds) |
Recommend (1=Not Very Likely, 10=Very Likely) | |
| 3 | Please rate the <strong>freshness of content</strong> on this site. | 23 | How does this site <strong>compare to your idea of an ideal website</strong>? (1=Not Very Close, 10=Very Close) |
25 | How likely are you to <strong>recommend this site to someone else</strong>? |
| Look and Feel (1=Poor, 10=Excellent, Don't Know) | Primary Resource (1=Not Very Likely, 10=Very Likely) | ||||
| 4 | Please rate the <strong>visual appeal</strong> of this site. | 26 | How likely are you to use this site as your <strong>primary resource</strong> for travel information and requirements? | ||
| 5 | Please rate the <strong>balance of graphics and text</strong> on this site. | 27 | Future Participation (1=Very Unlikely, 10=Very Likely) | ||
| 6 | Please rate the <strong>readability of the pages</strong> on this site. | 28 | How likely are you to <strong>express your thoughts or ideas to this agency</strong> in the next 90 days? | ||
| Navigation (1=Poor, 10=Excellent, Don't Know) | Trust (1=Strongly Disagree, 10=Strongly Agree) | ||||
| 7 | Please rate <strong>how well the site is organized</strong>. | 29 | I can count on this agency to <strong>act in my best interests</strong>. | ||
| 8 | Please rate the <strong>options available for navigating</strong> this site. | I consider this agency to be <strong>trustworthy</strong>. | |||
| 9 | Please rate <strong>how well the site layout helps you find what you are looking for</strong>. | 30 | This agency can be trusted to <strong>do what is right</strong>. | ||
| 10 | Please rate the <strong>number of clicks to get where you want</strong> on this site. | ||||
| Search (1=Poor, 10=Excellent, Don't Know) | |||||
| 11 | Please rate the <strong>relevance of search results</strong> on this site. | ||||
| 12 | Please rate the <strong>organization of search results</strong> on this site. | ||||
| 13 | Please rate how well the <strong>search results help you decide what to select</strong>. | ||||
| 14 | Please rate how well the <strong>search feature helps you to narrow the results</strong> to find what you want. | ||||
| Site Performance (1=Poor, 10=Excellent, Don't Know) | |||||
| 15 | Please rate how <strong>quickly pages load</strong> on this site. | ||||
| 16 | Please rate the <strong>consistency of speed from page to page</strong> on this site. | ||||
| 17 | Please rate the <strong>ability to load pages without getting error messages</strong> on this site. | ||||
| Online Transparency (1=Poor, 10=Excellent, Don't Know) | |||||
| 18 | Please rate how <strong>thoroughly</strong> this website <strong>discloses information</strong> about what this agency is doing. | ||||
| 19 | Please rate how <strong>quickly agency information is made available</strong> on this website. | ||||
| 20 | Please rate how well information about this agency's actions <strong>can be accessed by the public</strong> on this website. | ||||
| Model Instance Name: | |||||||||
| Travel.State Satisfaction Survey v2 | underlined & italicized: RE-ORDER | ||||||||
| MID: kd8shdQFgAcNBhgM8phtAg== | pink: ADDITION | ||||||||
| Date: 7/1/11 | blue + -->: REWORDING | ||||||||
| violet (bold): SKIP-LOGIC | |||||||||
| Travel.State Satisfaction Survey 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 |
Notes | |
| AKR5666 | How frequently do you visit this site? | First time | Dropdown (Select-one) | Single | Y | ||||
| More than once a day | |||||||||
| Daily | |||||||||
| About once a week | |||||||||
| About once a month | |||||||||
| Every 6 months or less | |||||||||
| AKR5667 | Which citizenship status describes you? | U.S. citizen | Dropdown (Select-one) | Single | Y | ||||
| Non-U.S. citizen | |||||||||
| Dual citizen of the U.S. and another country | |||||||||
| Prefer not to answer | |||||||||
| AKR5668 | Which of the following describe your role when visiting this site (check all that apply)? | Tourist | Checkbox One Up Vertical | Multi | Y | ||||
| Business traveler | |||||||||
| Student | |||||||||
| Parent | |||||||||
| Employer | |||||||||
| Immigrant to the U.S. or Legal Permanent Resident | |||||||||
| Visa Applicant | |||||||||
| Part of a mixed-nationality family | |||||||||
| Petitioner/Sponsor for Immigrant | |||||||||
| Work in Education Professor or Teacher | |||||||||
| Work in Travel industry | |||||||||
| Work in Law enforcement | |||||||||
| Government official or employee | |||||||||
| Legal/judicial professional | |||||||||
| Member of the military | |||||||||
| Journalist/media | |||||||||
| Retiree | |||||||||
| Volunteer | |||||||||
| Other, please specify: | A | ||||||||
| AKR5669 | A | Other role: | Open-ended | N | |||||
| AKR5670 | Where do you live primarily now? | In the U.S. | Dropdown (Select-one) | Single | Y | ||||
| Outside of the U.S. | |||||||||
| Prefer not to answer | |||||||||
| AKR5671 | Which area of the site are you primarily visiting today? | International Travel & Country Information | B | Radio Button One Up Vertical | Single | Y | |||
| Passports | C | ||||||||
| Visas | D | ||||||||
| Child Abductions | E | ||||||||
| Adoptions | F | ||||||||
| Law & Policy | G | ||||||||
| Students Abroad | H | ||||||||
| B | What is your primary reason for visiting this site today? | Find out about a major crisis abroad | Radio Button One Up Vertical | Single | Y | International Travel choices | |||
| Get information about travel to other countries | |||||||||
| Register travel plans with a U.S. Embassy | |||||||||
| Get services for Americans abroad | |||||||||
| Locate/contact U.S. Embassy or Consulate abroad | |||||||||
| Contact the Department of State | |||||||||
| Obtain statistics and/or reports | |||||||||
| Other, please specify: | BB | ||||||||
| BB | Other reason: | Open-ended | N | ||||||
| C | What is your primary reason for visiting this site today? | Apply for or renew U.S. passport | Radio Button One Up Vertical | Single | Y | Passports choices | |||
| Apply for or renew U.S. passport card | |||||||||
| Get general information on passports | |||||||||
| Check passport application status | |||||||||
| Register travel plans with a U.S. Embassy | |||||||||
| Locate/contact U.S. Embassy or Consulate abroad | |||||||||
| Contact the Department of State | |||||||||
| Obtain statistics and/or reports | |||||||||
| Other, please specify: | CC | ||||||||
| CC | Other reason: | Open-ended | N | ||||||
| D | What is your primary reason for visiting this site today? | Find out if a visa is needed to enter the U.S. | Radio Button One Up Vertical | Single | Y | Visas choices | |||
| Find out how to apply for a visa | |||||||||
| Apply for a visa to visit the U.S. | |||||||||
| Apply for a visa to immigrate to the U.S. | |||||||||
| Following instructions from National Visa Center | |||||||||
| Checking on my Visa application | |||||||||
| Help family member(s) immigrate to the U.S. | |||||||||
| Help someone else with visa application | |||||||||
| Check latest Visa Bulletin | |||||||||
| Locate/contact U.S. Embassy or Consulate abroad | |||||||||
| Contact the Department of State | |||||||||
| Obtain statistics and/or reports | |||||||||
| Other, please specify: | DD | ||||||||
| DD | Other reason: | Open-ended | N | ||||||
| E | What is your primary reason for visiting this site today? | Learn how to respond to an abduction | Radio Button One Up Vertical | Single | Y | Child Abductions choices | |||
| Get information about preventing an abduction | |||||||||
| Locate information about a country's laws | |||||||||
| Locate/contact U.S. Embassy or Consulate abroad | |||||||||
| Contact the Department of State | |||||||||
| Obtain statistics and/or reports | |||||||||
| Other, please specify: | EE | ||||||||
| EE | Other reason: | Open-ended | N | ||||||
| F | What is your primary reason for visiting this site today? | Browsing to learn about the overall adoption process | Radio Button One Up Vertical | Single | Y | Adoption choices | |||
| Eligibility requirements to become an adoptive parent | |||||||||
| Learn about a specific country's adoption process | |||||||||
| Find adoption alerts and notices | |||||||||
| Find specific adoption forms | |||||||||
| Find adoption statistics or reports | |||||||||
| Learn about the steps to get a U.S. visa for your adopted child | |||||||||
| Locate contact information to call the State Department about adoptions | |||||||||
| Other, please specify: | FF | ||||||||
| FF | Other reason: | Open-ended | N | ||||||
| G | What is your primary reason for visiting this site today? | Locating Consular Notification & Access information | Radio Button One Up Vertical | Single | Y | Law & Policy choices | |||
| Finding an attorney in another country (not the U.S.) | |||||||||
| Learn about the judicial processes in other countries | |||||||||
| Learn about treaties and other international agreements | |||||||||
| Finding laws on child support issues | |||||||||
| Locate information on marriage & divorce abroad | |||||||||
| Locate information on birth and death abroad | |||||||||
| Finding laws about U.S. citizenship and nationality | |||||||||
| Locate contact information to call the State Department on laws and policies | |||||||||
| Other, please specify: | GG | ||||||||
| GG | Other reason: | Open-ended | N | ||||||
| H | What is your primary reason for visiting this site today? | Find out about a major crisis abroad | Students Abroad choices | ||||||
| Get information about travel to other countries | |||||||||
| Register travel plans with a U.S. Embassy | |||||||||
| Get services for Americans abroad | |||||||||
| Locate/contact U.S. Embassy or Consulate abroad | |||||||||
| Contact the Department of State | |||||||||
| Obtain statistics and/or reports | |||||||||
| Apply for or renew U.S. passport | |||||||||
| Apply for or renew U.S. passport card | |||||||||
| Get general information on passports | |||||||||
| Check passport application status | |||||||||
| Other, please specify: | HH | ||||||||
| HH | Other reason: | Open-ended | N | ||||||
| ACQOsl0002318 | How often many times have you visited this site to accomplish this task? | This is my first time | Radio Button One Up Vertical | Single | Y | ||||
| 2-5 times | |||||||||
| More than 5 times | |||||||||
| ACQOsl0002319 | Did you find everything you were looking for? | Yes, I found it quickly | Radio Button One Up Vertical | Single | Y | ||||
| Yes, but it took longer than expected | |||||||||
| No, please specify what you were looking for: | A | ||||||||
| ACQOsl0002320 | A | Information not found: | Open-ended | Y | |||||
| ACQOsl0002322 | Please rate how clear and concise you found the writing on this site? | 1=Difficult to understand | A | Radio button, scale, has don't know | Single | Y | |||
| 2 | A | ||||||||
| 3 | A | ||||||||
| 4 | |||||||||
| 5 | |||||||||
| 6 | |||||||||
| 7 | |||||||||
| 8 | |||||||||
| 9 | |||||||||
| 10=very clear and concise | |||||||||
| A | Please specify what was difficult to understand: | Open-ended | N | ||||||
| ACQOsl0002297 | What other language would you prefer to read this site in? What is your primary language? | I'm ok with just English | Checkbox One Up Vertical | Multi | Y | ||||
| Spanish | |||||||||
| French | |||||||||
| German | |||||||||
| Arabic | |||||||||
| Chinese | |||||||||
| Japanese | |||||||||
| Russian | |||||||||
| Hindi | |||||||||
| Tagalog | |||||||||
| Farsi | |||||||||
| Khmer | |||||||||
| Thai | |||||||||
| Vietnamese | |||||||||
| Portuguese | |||||||||
| Turkish | |||||||||
| Urdu | |||||||||
| Gujarati | |||||||||
| Amharic | |||||||||
| Telugu | |||||||||
| Sinhalese | |||||||||
| Other, please specify: | A | ||||||||
| ACQOsl0002298 | A | Other language | |||||||
| AKR5683 | If you could make one improvement to this site, what would it be? | Open-ended | N | ||||||
| ACQOsl0003006 | We are working to make travel.state.gov better and we would like your help! If you would like to be contacted in the future to provide additional feedback and are over the age of 18, please provide your email address. | Open-ended | N | ||||||
Rank 1 (Required) |
|||||||||
| How old are you? | Under 20 | Radio Button One Up Vertical | Single | Y | |||||
| 21-30 | |||||||||
| 31-40 | |||||||||
| 41-50 | |||||||||
| 51-60 | |||||||||
| 61-70 | |||||||||
| Over 70 | |||||||||
| Prefer not to answer | |||||||||
| What is the highest level of education you have completed? | Some high school | Radio Button One Up Vertical | Single | Y | |||||
| Completed High School | |||||||||
| Some college (no degree) | |||||||||
| 2-year College Degree | |||||||||
| 4-year College Degree | |||||||||
| Master Level Degree (M.S., J.D. M.A.) | |||||||||
| Doctorate Level Degree (Ph.D., M.D.) | |||||||||
| Prefer not to answer | |||||||||
| File Type | application/vnd.openxmlformats-officedocument.spreadsheetml.sheet |
| File Modified | 0000-00-00 |
| File Created | 0000-00-00 |