654 2013 654 DOT Main redesign

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

2013 654 DOT Main redesign.xlsx

2013 637 UPSTO Mobile Questionnaire - 2013 657 SBA Questionnaire

OMB: 1090-0008

Document [xlsx]
Download: xlsx | pdf

Overview

Guidelines
Welcome and Thank You Text
Current Model Qsts
Current Custom Qsts
Custom Qsts (10-1-12)


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
Model and Custom Question Checks_ SRA













5
Model and Custom Question Checks_ Team LeadManager











6
Model and Custom Question Checks_ DOT













7
Foreign Language Survey Instructions


































Sheet 2: Welcome and Thank You Text

Model Instance Name:








DOT Main Site







MID: AUgFcodwlZVYEhVFpVMhgg==






Date: 5/19/2011








Welcome and Thank You Text













Directions:










This welcome text is shown at the top of the questionnaire window and the thank you text at the bottom. This is a good place to mention the site/company/agency name so the visitor knows whom they are taking the survey for. Feel free to modify the standard Welcome text shown in the box below.









Examples


Welcome Text Example































Welcome Text









Thank you for visiting our site. You've been randomly chosen to take part in a brief survey to let us know what we're doing well and where we can improve.

Please take a few minutes to share your opinions, which are essential in helping us provide the best online experience possible.



























































































Thank You Text Example


















Thank You Text












Thank you for taking our survey - and for helping us serve you better.

Please note you will not receive a response from us based on your survey comments. If you would like us to contact you about your feedback, please visit the Contact Us section of our web site.


























































































































































































































Sheet 3: Current Model Qsts

Model Instance Name: Model Instance Name:



DOT Main Site




MID: AUgFcodwlZVYEhVFpVMhgg==



Date: 5/19/2011


\
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 the accuracy of information on this site. 23 What is your overall satisfaction with this site?
(1=Very Dissatisfied, 10=Very Satisfied)
26 How likely are you to return to this site?
2 Please rate the quality of information on this site. 24 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. 25 How does this site compare to your idea of an ideal website?
(1=Not Very Close, 10=Very Close)
27 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.


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


Future Participation (1=Very Unlikely, 10=Very Likely)
6 Please rate the readability of the pages on this site.


How likely are you to express your thoughts or ideas to this department in the next 90 days?

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

Follow on Social Media (1=Very Unlikely, 10=Very Likely)
7 Please rate how well the site is organized.
How likely are you to follow this department on social media sites such as Facebook or Twitter?
8 Please rate the options available for navigating this site. Trust (1=Strongly Disagree, 10=Strongly Agree)
9 Please rate how well the site layout helps you find what you are looking for. I can count on this department to act in my best interests.

Please rate the number of clicks to get where you want on this site.
I consider this department to be trustworthy.
10 Site Performance (1=Poor, 10=Excellent, Don't Know)


This department can be trusted to do what is right.
11 Please rate how quickly pages load on this site.



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



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




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



14 Please rate how thoroughly this site discloses information about what this department is doing.



15 Please rate how quickly department information is made available on this site.



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




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



17 Please rate the relevance of search results on this site.



18 Please rate the organization of search results on this site.



19 Please rate how well the search results help you decide what to select.



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




Sheet 4: Current Custom Qsts

Model Instance Name:


red & strike-through: DELETE





DOT Main Site


underlined & italicized: RE-ORDER





MID: AUgFcodwlZVYEhVFpVMhgg==

pink: ADDITION





Date: 5/19/2011
blue + -->: REWORDING
















DOT Main Site 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
SAC2160
How frequently do you visit this site? SAC2160A001 This is my first visit
Dropdown (Select-one) Single Y
Frequency



SAC2160A002 Every few months or less often A,B







SAC2160A003 Monthly A,B







SAC2160A004 Weekly A,B







SAC2160A005 Several times a week A,B







SAC2160A006 Daily/more than once a day A,B




ACQinh0016879 A Please select the statement which best describes your experience with the new DOT.gov redesign: ACQinh0016879A01 It is easier to find what I am looking for
Dropdown (Select-one) Single Y
Redesign Experience



ACQinh0016879A02 It is harder to find what I am looking for








ACQinh0016879A03 My experience is no different when looking for information on the new site








ACQinh0016879A04 I don’t recall the previous site





ACQinh0016880 B Overall, the redesign changes to the DOT.gov website are:
Better than the previous experience
Dropdown (Select-one) Single Y
Redesign Opinion




About the same as the previous experience









Worse than the previous experience









I don’t recall the previous site





SAC2161
What is your role in visiting the site today? SAC2161A001 General public
Radio button, one-up vertical Single Y Skip Logic Group Role



SAC2161A002 DOT Employee



Randomize



SAC2161A003 Motor Carrier Company








SAC2161A004 Trucker








SAC2161A005 Student








SAC2161A006 Parent








SAC2161A007 Other (please specify): A




SAC2162 A Please tell us what your role is today.


Text area, no char limit
N Skip Logic Group Role_Other
SAC2163
What is your primary reason for visiting this site today? SAC2163A001 Research transportation data
Radio button, one-up vertical Single Y Skip Logic Group Visit Reason



SAC2163A002 Get a DOT number



Randomize



SAC2163A003 Check flight status








SAC2163A004 Trucking regulations (hours of safety, etc.)








SAC2163A005 Airline travel complaints








SAC2163A006 Car safety ratings








SAC2163A007 Look for a job








SAC2163A008 File a complaint against a trucking/moving company








SAC2163A009 HAZMAT info








SAC2163A010 Find your local Department of Transportation








SAC2163A011 Transportation statistics (airline, crash test data, etc.)








SAC2163A012 Read articles on transportation safety








SAC2163A013 Traffic/Construction/Road Closures








SAC2163A014 TSA information








SAC2163A015 Other (please specify): Z




SAC2164 Z Please tell us your primary reasonfor visiting.


Text area, no char limit
N Skip Logic Group Visit Reason_Other
SAC2165
How did you look for information on the site today? (Please select all that apply.) SAC2165A001 Search feature
Checkbox, one-up vertical Multi Y Skip Logic Group How Look for Info



SAC2165A002 Advanced search feature/tool








SAC2165A003 Top navigation bar








SAC2165A004 Left navigation bar








SAC2165A005 Links in the center of the page








SAC2165A006 Quick links








SAC2165A007 Other (please specify): A




SAC2166 A Other ways I looked for information:


Text area, no char limit
N Skip Logic Group How Look_Other
SAC2167
Were you able to find what you were looking for today? SAC2167A001 Yes 
Radio button, one-up vertical Single Y Skip Logic Group Find



SAC2167A002 Partially B







SAC2167A003 I'm just browsing 








SAC2167A004 No B




SAC2168 B Please tell us specifically what you were looking for on the site:


Text area, no char limit
N Skip Logic Group Cannot Find_OE
SAC2169
Did you use the search feature during your visit today? SAC2169A001 Yes C Radio button, one-up vertical Single Y Skip Logic Group Used Search



SAC2169A002 No








SAC2169A003 Don't recall





SAC2170 C Please tell us about your experience with the site's search feature today. (Please select all that apply.) SAC2170A001 The search feature met my needs today.
Checkbox, one-up vertical Multi Y Skip Logic Group Search Experience



SAC2170A002 I had issues with the basic search process (how to use it, terms to enter).








SAC2170A003 I had issues with the visual display of the search results (text size, images).








SAC2170A004 I had issues with the search results I received.








SAC2170A005 I had issues with sorting, filtering, advanced search, or lack of these options.








SAC2170A006 I had technical issues with the search feature.








SAC2170A007 None of these D




SAC2171 D Please specify what other issues you had with the site's search feature today.


Text area, no char limit
N Skip Logic Group Search Experience_Other
SAC2172
If you could improve one aspect of the site, what would it be?


Text area, no char limit
N
Improvement












Sheet 5: Custom Qsts (10-1-12)

Model Instance Name:


red & strike-through: DELETE





DOT Main Site


underlined & italicized: RE-ORDER





MID: AUgFcodwlZVYEhVFpVMhgg==

pink: ADDITION





Date: 5/19/2011
blue + -->: REWORDING
















DOT Main Site 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
SAC2160
How frequently do you visit this site? SAC2160A001 This is my first visit
Dropdown (Select-one) Single Y
Frequency



SAC2160A002 Every few months or less often A,B







SAC2160A003 Monthly A,B







SAC2160A004 Weekly A,B







SAC2160A005 Several times a week A,B







SAC2160A006 Daily/more than once a day A,B





A Please select the statement which best describes your experience with the new DOT.gov redesign:
It is easier to find what I am looking for
Dropdown (Select-one) Single Y
Redesign Experience




It is harder to find what I am looking for









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









I don’t recall the previous site






B Overall, the redesign changes to the DOT.gov website are:
Better than the previous experience
Dropdown (Select-one) Single Y
Redesign Opinion




About the same as the previous experience









Worse than the previous experience









I don’t recall the previous site





SAC2161
What is your role in visiting the site today? SAC2161A001 General public
Radio button, one-up vertical Single Y Skip Logic Group Role



SAC2161A002 DOT Employee



Randomize



SAC2161A003 Motor Carrier Company








SAC2161A004 Trucker








SAC2161A005 Student








SAC2161A006 Parent








SAC2161A007 Other (please specify): A




SAC2162 A Please tell us what your role is today.


Text area, no char limit
N Skip Logic Group Role_Other
SAC2163
What is your primary reason for visiting this site today? SAC2163A001 Research transportation data
Radio button, one-up vertical Single Y Skip Logic Group Visit Reason



SAC2163A002 Get a DOT number



Randomize



SAC2163A003 Check flight status








SAC2163A004 Trucking regulations (hours of safety, etc.)








SAC2163A005 Airline travel complaints








SAC2163A006 Car safety ratings








SAC2163A007 Look for a job








SAC2163A008 File a complaint against a trucking/moving company








SAC2163A009 HAZMAT info








SAC2163A010 Find your local Department of Transportation








SAC2163A011 Transportation statistics (airline, crash test data, etc.)








SAC2163A012 Read articles on transportation safety








SAC2163A013 Traffic/Construction/Road Closures








SAC2163A014 TSA information








SAC2163A015 Other (please specify): Z




SAC2164 Z Please tell us your primary reasonfor visiting.


Text area, no char limit
N Skip Logic Group Visit Reason_Other
SAC2165
How did you look for information on the site today? (Please select all that apply.) SAC2165A001 Search feature
Checkbox, one-up vertical Multi Y Skip Logic Group How Look for Info



SAC2165A002 Advanced search feature/tool








SAC2165A003 Top navigation bar








SAC2165A004 Left navigation bar








SAC2165A005 Links in the center of the page








SAC2165A006 Quick links








SAC2165A007 Other (please specify): A




SAC2166 A Other ways I looked for information:


Text area, no char limit
N Skip Logic Group How Look_Other
SAC2167
Were you able to find what you were looking for today? SAC2167A001 Yes 
Radio button, one-up vertical Single Y Skip Logic Group Find



SAC2167A002 Partially B







SAC2167A003 I'm just browsing 








SAC2167A004 No B




SAC2168 B Please tell us specifically what you were looking for on the site:


Text area, no char limit
N Skip Logic Group Cannot Find_OE
SAC2169
Did you use the search feature during your visit today? SAC2169A001 Yes C Radio button, one-up vertical Single Y Skip Logic Group Used Search



SAC2169A002 No








SAC2169A003 Don't recall





SAC2170 C Please tell us about your experience with the site's search feature today. (Please select all that apply.) SAC2170A001 The search feature met my needs today.
Checkbox, one-up vertical Multi Y Skip Logic Group Search Experience



SAC2170A002 I had issues with the basic search process (how to use it, terms to enter).








SAC2170A003 I had issues with the visual display of the search results (text size, images).








SAC2170A004 I had issues with the search results I received.








SAC2170A005 I had issues with sorting, filtering, advanced search, or lack of these options.








SAC2170A006 I had technical issues with the search feature.








SAC2170A007 None of these D




SAC2171 D Please specify what other issues you had with the site's search feature today.


Text area, no char limit
N Skip Logic Group Search Experience_Other
SAC2172
If you could improve one aspect of the site, what would it be?


Text area, no char limit
N
Improvement











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