652 2013 652 DoD Enterprise Questionnaire

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

2013 652 DoD Enterprise Questionnaire 6-10-13.xlsx

2013 637 UPSTO Mobile Questionnaire - 2013 657 SBA Questionnaire

OMB: 1090-0008

Document [xlsx]
Download: xlsx | pdf

Overview

Model Qsts
Custom Qsts


Sheet 1: Model Qsts

Model Instance Name:


DOD Enterprise Measure


MID:



Date: 6/15/2011







MODEL QUESTION LIST
Model questions utilize the ACSI methodology to determine scores and impacts

ELEMENTS (drivers of satisfaction)
CUSTOMER SATISFACTION
FUTURE BEHAVIORS

NOTE: All questions under each element are required.
Element questions are partitioned among surveys.

Satisfaction questions are required.
Satisfaction questions appear on all surveys.

Future behaviors may be modified based on your site's objectives.
Future behavior questions appear on all surveys.

Content (1=Poor, 10=Excellent, Don't Know)
Satisfaction
Return (1=Very Unlikely, 10=Very Likely)
1 Please rate the accuracy of information on this site. 21 What is your overall satisfaction with this site?
(1=Very Dissatisfied, 10=Very Satisfied)
24 How likely are you to return to this site?
2 Please rate the quality of information on this site. 22 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. 23 How does this site compare to your idea of an ideal website?
(1=Not Very Close, 10=Very Close)
25 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)
4 Please rate the visual appeal of this site.

26 How likely are you to use this site as your primary resource for finding the information of interest?
5 Please rate the balance of graphics and text on this site.


Trust (1=Strongly Disagree, 10=Strongly Agree)
6 Please rate the readability of the pages on this site.

27 I can count on this agency to act in my best interests.

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

28 I consider this agency to be trustworthy.
7 Please rate how well the site is organized.

29 This agency can be trusted to do what is right.
8 Please rate the options available for navigating this site.



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



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


Search (1=Poor, 10=Excellent, Don't Know)
11 Please rate the relevance of search results on this site.
12 Please rate the organization of search results on this site.
13 Please rate how well the search results help you decide what to select.



14 Please rate how well the search feature helps you to narrow the results to find what you want.




Online Transparency (1=Poor, 10=Excellent)



15 Please rate how thoroughly this site discloses information about what this agency is doing.



16 Please rate how quickly agency information is made available on this site.



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




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



18 Please rate how quickly pages load on this site.



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



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































































































































































































































































































Sheet 2: Custom Qsts

Model Instance Name: red & strike-through: DELETE USMC Marine Corps



DOD Enterprise Measure underlined & italicized: RE-ORDER Navy Navy



MID: pink: ADDITION TPC The Pentagon Channel



Date: 6/10/2013 blue + -->: REWORDING AF Air Force




violet (bold): SKIP-LOGIC DoD Defense.gov



DOD Enterprise Measure CUSTOM QUESTION LIST
QID
(Group ID)
Website USMC, Navy, TPC, AF Skip Logic Label Question Text Website
USMC, Navy, TPC, AF, DoD
Answer Choices
(limited to 50 characters)
Skip to Type (select from list) Single or Multi Required
Y/N
Special Instructions CQ Label
AED14507 ALL
How frequently do you visit this site? ALL First time
Dropdown (Select-one) Single Y
Frequency



ALL Daily







ALL Weekly







ALL Monthly







ALL Every 2 months or less often




AED14508 ALL
What best describes your role when visiting this site? ALL Serving Military Member
Radio button, one-up vertical Single Y Skip Logic Group Role



ALL Retired Military/Military Veteran







ALL Military Family Member







ALL DOD Civilian







ALL DOD Contractor







ALL General Public







ALL Student







ALL Educator







ALL Researcher







ALL Lawyer







ALL Business Representative







ALL Other Government Employee







ALL News/Media







ALL International Audience




AED14509 ALL
What is your primary reason for visiting this site today? TPC Browse all videos A Radio button, one-up vertical Single Y Skip Logic Group Primary Reason

TPC Browse audio or video podcasts

DoD Casualty Reports

TPC Check the program guide to see what’s on

DoD Contact the DOD

Navy Contact Us

DoD Contract Awards

DoD Contract Opportunities

DoD DOD Mission Statement

TPC Download broadcast-quality programming

TPC Download show resources (e.g. recipes)

DoD Education Resources

AF Find a specific photo

AF Find Air Force magazines/journals

AF Find Air Force publication of interest

AF, DoD Find biographies

USMC Find community events or outreach programs

DoD Find DOD Social Media Sites

TPC Find Links to The Pentagon Channel social media

USMC Find Marine Corps Orders, publications

Navy Find other Navy websites

AF Get answers to questions

TPC Get e-mail updates on The Pentagon Channel videos

DoD Get Podcasts

ALL Get RSS news feeds

TPC Get the latest news or updates on hot topics

USMC Join the Corps

ALL Just browsing

Navy Learn about Navy

DoD Learn about the DOD

USMC Learn about training and education information

TPC Learn more about The Pentagon Channel

Navy Listen to All Hands Radio

AF Look at arts/images

AF Look up aircraft information

DoD Looking for other DOD Web sites

DoD Military News

DoD Pay and Benefits

DoD Policies and Forms

Navy Read All Hands Magazine

DoD Read Blogs

AF Read heritage highlights/news

USMC Read MARADMINS or ALMARS

USMC Read Marines magazine

Navy Read Navy messages

USMC, AF Read the latest press releases

Navy Read the latest top stories

USMC, AF, Navy Read the news articles

DoD Regulations & Publications

AF, Navy, DoD Research for specific information

Navy Search FAQs

USMC, AF, Navy, DoD Search for jobs/careers

TPC Search for specific video(s)

DoD See Photos & Images

Navy, AF Sign up for email news feeds

TPC Subscribe to RSS feed

DoD The Pentagon Channel

DoD Today in DOD

Navy View graphics gallery

USMC, AF, Navy View photos

USMC, AF View top story clips or videos

Navy View video gallery

TPC Watch a specific show(s)

Navy Watch All Hands Television

Navy Watch All Hands Update

TPC Watch live feeds

AF Watch TV broadcasts

DoD Watch Videos

ALL Other, please specify:
AED14510 ALL A Other primary reason


Text area, no char limit
N
OE Primary
Reason
AED14511 ALL
Did you find what you were looking for? ALL Yes
Radio button, one-up vertical Single Y Skip Logic Group Did You Find



ALL Partially






ALL No, please specify: A



AED14512 ALL A What were you looking for?


Open-ended
N
Unable to Find
AED14513 ALL
What method are you using to find the information on this site? USMC, Navy, AF, DoD Site's search feature A Checkbox One Up Vertical Multi Y Skip Logic Group Search Method



USMC, Navy, AF, DoD Advanced search A






TPC Video search A






DoD External search engine (i.e. Yahoo, Goggle, MSN, etc.)







USMC, DoD Bottom navigation bar B






USMC, Navy, AF, DoD Just navigating thru the web pages B






USMC Left navigation bar B






TPC Links in footer (e.g. Contact Us, About, etc.) B






TPC Links in main menu (e.g. Shows, Podcasts, etc.) B






USMC, Navy, AF, DoD Links in the page B






TPC Links on individual pages B






AF Right navigation bar B






USMC, Navy, AF, DoD Top navigation bar B






TPC Used On Air/Guide/Podcast widget on home page B






TPC Using channels in the video player B






ALL Came from link in e-mail







ALL Came from link on blog







ALL Came from link on Facebook







ALL Came from link on Twitter







ALL Came from link on YouTube







ALL Other, please specify: C



AED14514 ALL C Other search method


Text area, no char limit
N
OE Search
Method
AED14515 ALL A Did you have difficulty using the search features on this site? ALL Yes D Radio button, one-up vertical Single Y Skip Logic Group Search problem



ALL No




AED14516 ALL D What type of difficulty did you encounter while using the site’s search feature? ALL Returned too many results
Checkbox, one-up vertical Multi Y Skip Logic Group Search difficulty



ALL Returned not enough results







ALL Returned no results







ALL Returned results that were too similar/redundant







ALL Results were not relevant to my search terms or needs







ALL I was not sure what words to use in my search







ALL Search required too many refinements to get to what I wanted







ALL Search speed was too slow







ALL Other, please specify: E



AED14517 ALL E Other search difficulty


Text area, no char limit
N
OE search
difficulty
AED14518 ALL B Did you have difficulty using the navigation on this site? ALL Yes F

Y
Nav problem



ALL No




AED14519 ALL F What type of difficulty, if any, did you encounter with the navigation on this site? ALL Could not find the appropriate navigational links on most of your web pages
Checkbox, one-up vertical Multi Y Skip Logic Group Nav difficulty



ALL Too many links or navigational choices







ALL Links did not take me where I expected







ALL Had difficulty finding detailed information on your web pages







ALL Had difficulty finding related information on your web pages







ALL Navigation did not support what I was trying to accomplish







ALL Would often feel lost, and did not know where I was on your site







ALL Had various technical difficulties (links didn't work, received error messages, etc.)







ALL Could not get started or did not know where to begin







ALL Could not navigate back to previous information







ALL Other, please specify: G



AED14520 ALL G Other navigational difficulty


Text area, no char limit
N
OE navigation
difficulty
AED14521 ALL
Do you find the content on this website appealing to you? ALL Yes
Radio Button One Up Vertical Single N Skip Logic Group Appealing



ALL No A



AED14522 ALL A What could we do to make our content more appealing to you?


Open-ended
N
OE Appealing
AED14523 ALL
How would you most like to interact with this site? ALL Bookmark or tag pages
Checkbox, one-up vertical Multi Y Skip Logic Group Interact with
DOD



ALL In social networks







ALL In virtual worlds







ALL By adding comments, ratings, or reviews







ALL Reading blogs







ALL Contributing to wikis







ALL Receiving newsletters/email updates







ALL Subscribing to RSS feeds







ALL Listening to Podcasts or audio







ALL Watching Vodcasts or video







ALL Adding a widget or gadget to my personalized page







ALL Following a microblog







ALL Via FAQs







ALL Via website feedback form







ALL Interacting in person







ALL None of the above




AED14524 ALL
How likely are you to share your opinions with this agency by using web-based social media tools such as Facebook, Twitter, etc.? ALL 1=Not very likely
Radio button, scale, has don't know Single Y
Web-based
social
media tools



ALL 2






ALL 3






ALL 4






ALL 5






ALL 6






ALL 7






ALL 8






ALL 9






ALL 10=Very likely






ALL Don't know



LIV0031638 DoD
How likely are you to discourage others from interacting with this agency? DoD 1 = Very Unlikely
Radio button, scale, has don't know Single Y
Discourage



DoD 2






DoD 3






DoD 4






DoD 5






DoD 6






DoD 7






DoD 8






DoD 9






DoD 10 = Very Likely



AED14529 ALL
Which features of this site do you like or value the most? ALL Social Media bookmarking
Checkbox One Up Vertical Multi N
Site Features



ALL RSS feeds







ALL Facebook







ALL Twitter







ALL YouTube







ALL Flickr







ALL Blogs







ALL Widgets







ALL Podcasts







ALL Spotlights







ALL Video browser







ALL None of the above




AED14525 ALL
What other features or information would you like to see on this site?


Text area, no char limit
N
OE Features
AED14526 ALL
If you could make one improvement to this site, what would it be?


Text area, no char limit
N
OE Improvement
AED14527 ALL
Where are you located? ALL Deployed location
Dropdown (Select-one) Single N
Location



ALL Stateside military base







ALL Overseas military base







ALL Outside of U.S.







ALL Alabama







ALL Alaska







ALL Arizona







ALL Arkansas







ALL California







ALL Colorado







ALL Connecticut







ALL Delaware







ALL Florida







ALL Georgia







ALL Hawaii







ALL Idaho







ALL Illinois







ALL Indiana







ALL Iowa







ALL Kansas







ALL Kentucky







ALL Louisiana







ALL Maine







ALL Maryland







ALL Massachusetts







ALL Michigan







ALL Minnesota







ALL Mississippi







ALL Missouri







ALL Montana







ALL Nebraska







ALL Nevada







ALL New Hampshire







ALL New Jersey







ALL New Mexico







ALL New York







ALL North Carolina







ALL North Dakota







ALL Ohio







ALL Oklahoma







ALL Oregon







ALL Pennsylvania







ALL Rhode Island







ALL South Carolina







ALL South Dakota







ALL Tennessee







ALL Texas







ALL Utah







ALL Vermont







ALL Virginia







ALL Washington







ALL Washington D.C.







ALL West Virginia







ALL Wisconsin







ALL Wyoming




AED14528 ALL
Please select the category that includes your age. ALL 17 and under
Dropdown (Select-one) Single N
Age



ALL 18 - 24







ALL 25 - 34







ALL 35 - 44







ALL 45 - 54







ALL 55 - 64







ALL 65 and over







ALL I prefer not to respond




ACQLiv0009854 ALL
What is your gender? ALL Female
Dropdown (Select-one) Single N
Gender



ALL Male








ALL I prefer not to respond





AED14530 ALL
Please rate the extent to which the videos/podcasts on this site appeal to you. ALL 1=Poor
Radio button, scale, has don't know Single N
Video/podcast appeal



ALL 2







ALL 3







ALL 4







ALL 5







ALL 6







ALL 7







ALL 8







ALL 9







ALL 10=Excellent







ALL Don't know




AED14531 ALL
Please rate the variety of videos/podcasts offered on this site. ALL 1=Poor
Radio button, scale, has don't know Single N
Variety of videos/
podcasts



ALL 2







ALL 3







ALL 4







ALL 5







ALL 6







ALL 7







ALL 8







ALL 9







ALL 10=Excellent







ALL Don't know




AED14532 ALL
Please rate the availability of specific video topics you were looking for on this site. ALL 1=Poor
Radio button, scale, has don't know Single N
Availability of videos/
podcasts



ALL 2







ALL 3







ALL 4







ALL 5







ALL 6







ALL 7







ALL 8







ALL 9







ALL 10=Excellent







ALL Don't know




AED14533 ALL
Have you ever viewed this website on your cell phone or mobile device? ALL Yes A, B, D, F Radio button, one-up vertical Single N Skip Logic Group Mobile Viewing



ALL No A



AED14534 ALL A How likely are you to access a mobile version of this website from your cell phone or mobile device if it was available? ALL 1=Not very likely
Radio button, scale, has don't know Single N
Mobile Access



ALL 2






ALL 3






ALL 4






ALL 5






ALL 6






ALL 7






ALL 8






ALL 9






ALL 10=Very likely






ALL Don't know



AED14535 ALL B Which mobile devices have you used to access this site? ALL Blackberry
Checkbox, one-up vertical Multi Y Skip Logic Group Preferred
device



ALL iPhone







ALL GPhone/Android







ALL Windows Mobile (Palm, HP, Motorola)







ALL iPad







ALL Android Tablet







ALL Other, please specify: C



AED14536 ALL C Other mobile devices


Text field, <100 char
N
OE preferred
device
AED14537 ALL D What content/information do you want to access via your cell phone/mobile device from this website? ALL News
Checkbox, one-up vertical Multi N Skip Logic Group Content/info
via mobile



ALL Photos







ALL Videos







ALL Press releases







ALL Messages







ALL Publications







ALL Orders & Directives







ALL Career information







ALL Training and Education







ALL Other, please specify: E



AED14538 ALL E Other content/info would access via cell phone/mobile device


Text area, no char limit
N
OE content/
info via mobile
AED14539 ALL F What format do you prefer to view mobile content in? ALL Mobile site (example – m.defense.gov)
Radio button, one-up vertical Single N Skip Logic Group Preferred
Format



ALL Full Site







ALL Downloadable application (example – iPhone application, GPhone application, Blackberry application)




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