685 2013 685 VBA Survey

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Overview

Current Model Qsts
Current Custom Qsts

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Sheet 1: Current Model Qsts

VBA Satisfaction Survey
MID:	x4BUINAZdIkRh8IxYQVBxw==
Date:	4/23/2010
VBA Satisfaction Survey
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)
	Please rate the accuracy of information on this site.		What is your overall satisfaction with this site? (1=Very Dissatisfied, 10=Very Satisfied)		How likely are you to return to this site?
	Please rate the quality of information on this site.		How well does this site meet your expectations? (1=Falls Short, 10=Exceeds)		Recommend (1=Very Unlikely, 10=Very Likely)
	Please rate the freshness of content on this site.		How does this site compare to your idea of an ideal website? (1=Not Very Close, 10=Very Close)		How likely are you to recommend this site to someone else?
	Look and Feel (1=Poor, 10=Excellent, Don't Know)				Future Participation (1=Very Unlikely, 10=Very Likely)
	Please rate the visual appeal of this site.				How likely are you to express your thoughts or ideas to VBA in the next 90 days?
	Please rate the balance of graphics and text on this site.				Trust (1=Strongly Disagree, 10=Strongly Agree)
	Please rate the readability of the pages on this site.				I can count on VBA to act in my best interests.
	Navigation (1=Poor, 10=Excellent, Don't Know)				I consider VBA to be trustworthy.
	Please rate how well the site is organized.				VBA can be trusted to do what is right.
	Please rate the options available for navigating this site.				Use Web Channel Over Others (1=Very Unlikely, 10=Very Likely)
	Please rate how well the site layout helps you find what you are looking for.				How likely are you to use this site for benefits information rather than using other channels (phone, in person, etc.)?
	Please rate the number of clicks to get where you want on this site.
	Functionality (1=Poor, 10=Excellent, Don't Know)
	Please rate the usefulness of the features provided on this site (such as calculators, applications, etc.).
	Please rate the convenience of the features on this site (such as calculators, applications, etc.).
	Please rate the variety of features on this site (such as calculators, applications, etc.).
	Online Transparency (1=Poor, 10=Excellent, Don't Know)
	Please rate how thoroughly this website discloses information about what VBA is doing.
	Please rate how quickly VBA information is made available on this website.
	Please rate how well information about VBA's actions can be accessed by the public on this website.
	Site Performance (1=Poor, 10=Excellent, Don't Know)
	Please rate how quickly pages load on this site.
	Please rate the consistency of speed from page to page on this site.
	Please rate the ability to load pages without getting error messages on this site.

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Sheet 2: Current Custom Qsts

red & strike-through: DELETE

underlined & italicized: RE-ORDER

MID: x4BUINAZdIkRh8IxYQVBxw==

pink: ADDITION

Date:

4/23/2010

blue + -->: REWORDING

CUSTOM QUESTION LIST

QID (Group ID)

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

EDO02654

How frequently do you visit this site?

This is my first time

Radio button, one-up vertical

Single

Y

Daily

A, B

Weekly

A, B

Monthly

A, B

Several times a year or less

A, B

ACQWro0020082

A

Please select the statement which best describes your experience with the redesigned Veteran's Benefit Administration website (www.vba.va.gov/VBA/)

It is easier to find what I am looking for

Radio button, one-up vertical

Single

Y

Skip Logic Group

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

Don't know

ACQWro0020083

B

Do you like the new look of the redesigned site?

Yes

Radio button, one-up vertical

single

Y

Skip Logic Group

Redesign Opinion

No

BB

No opinion

ACQWro0020084

BB

What didn't you like about the redesigned site?

Text area, no char limit

N

Skip Logic Group

OE_Redesign

EDO02655

Which of the following best describes your role in visiting this site today? (Check all that apply)

Y

Skip Logic Group

Veteran

C, D

Text area, no char limit

Open

Active duty

C, D

Reservist or National Guard member who has never been mobilized for Federal service

D

Survivor/dependent of a service member or veteran

D

Employer

D

Lender

F

Real Estate Professional

F

Mortgage Servicer

F

School Certifying Official

D

Other, please specify

A,D

EDO02656

A

Please tell us who you are.

Text area, no char limit

Single

N

Skip Logic Group

EDO02657

C

Are you a disabled service member/veteran?

Yes

Radio button, one-up vertical

Single

Y

Skip Logic Group

No

EDO02658

D

What were you trying to accomplish on this site?

Apply for benefits

Checkbox, one-up vertical

Multi

Y

Skip Logic Group

Find a school

Find a form

Find a publication or manual

Find out what programs VA offers

Learn about a specific program I'm interested in

Check to see if I'm eligible for a specific benefit

Find out about benefits for my dependents

Find out about my life insurance benefits

Contact the Veterans Information Portal (VIP) help desk

Find Home Loans Certificate of Eligibility Information

Find Information About Specially Adapted Housing

Find a Specially Adapted Housing Agent

Certify student benefits

Other, please specify

DD

EDO02659

DD

What else were you trying to accomplish?

Text area, no char limit

Y

Skip Logic Group

EDO02660

F

What were you trying to accomplish on this site?

Apply for Lender Appraisal Processing

Checkbox, one-up vertical

Multi

Y

Skip Logic Group

Find a Regional Loan Center (RLC)

Frequently Asked Questions

Find the Lender's Handbook

Find Homes for Sale

Find Loan Limits

Contact the Veterans Information Portal (VIP) help desk

Other, please specify

FF

EDO02661

FF

What else were you trying to accomplish?

Text area, no char limit

Y

Skip Logic Group

EDO02662

Thinking about your visit today,which section of the VBA site did you primarily visit today?

Compensation

Radio button, one-up vertical

Single

Y

Skip Logic Group

Education & Training

Home Loans

Life Insurance

Pension

Vocational Rehabilitation & Employment

Services

Fiduciary Program

VBA Claims Transformation

VOW to Hire Heroes

VBA homepage

General, just browsing

A

EDO02676

How did you get to the section of the site you needed?

Navigation menu on the left side of the page

Dropdown (Select-one)

Single

Y

OPS Group

Nav to Section

I Am A… drop down menu of the top left side of the page

Quick navigation links at the bottom of the page

B

Top navigation menu

Used a 3rd party search (i.e. Google or Yahoo)

Link from another website

Used the top navigation tabs along the top of the page

Used search on the VA website

Bookmark

Other, please specify

A

EDO02664

A

How else did you find the section you needed?

Text field, <100 char

Single

Y

OPS Group

OE_Nav to Section

B

How would you describe your navigation experience using the menu on the left side of the page on this site today? (Please select all that apply.)

I had no difficulty navigating this site

Checkbox, one-up vertical

multi

n

OPS Group

Navigation Exp

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:

BB

BB

Other navigational issue not listed:

Text area, no char limit

N

OPS Group

OE_Nav Difficulty

What specific ways can we improve your experience navigatingthis site?

Text area, no char limit

OE_Improve navigation

EDO02665

Did you accomplish what you wanted to on this site?

Yes

Radio button, one-up vertical

Single

Y

Skip Logic Group

I wasn’t planning to accomplish anything in particular

No, I wanted to:

A,B

EDO02666

A

No, I wanted to:

Text area, no char limit

Single

Y

Skip Logic Group

EDO02667

B

What will you do next?

Nothing, although I did not find/complete what I wanted

Radio button, one-up vertical

Single

Y

Skip Logic Group

Try the site again later

Call a VA toll free number

Visit a VA facility

Try to contact VA by e-mail

Other (please specify)

C

EDO02668

C

What else will you do next?

Text area, no char limit

Single

N

EDO02669

What was the primary way you looked for information on the VA pages?

Navigated (used links to information)

A

Radio button, one-up vertical

Single

Y

Skip Logic Group

Primarily Navigate

Used Search

B

EDO02670

A

How would you describe your navigation experience? (Select all that apply)

Had no difficulty

Checkbox, one-up vertical

Multi

Y

Skip Logic Group

Nav Exp

Too many links

Too few links

Links/labels are difficult to understand

Often could not determine the best link

Links did not take me where I expected

Could not get started or did not know where to begin

Had technical difficulties (e.g. broken links, error messages)

Navigated to general area but could not find specific content

Could not navigate back to previous information

Other, please specify

AA

EDO02671

AA

Please describe your navigation experience.

Text area, no char limit

Single

Y

Skip Logic Group

OE_Nav Exp

EDO02672

B

Please tell us about your search experience. (Select all that apply)

Search results were helpful

Checkbox, one-up vertical

Multi

Y

Skip Logic Group

Search Exp

Received no results

Results were not relevant

Not sure what words to use

Search speed was too slow

Search results not organized

Other, please specify

BB

EDO02677

BB

Please describe your search experience.

Text area, no char limit

Single

Y

Skip Logic Group

OE_Search Exp

EDO02673

Please select your age range.

17 or under

Radio button, one-up vertical

Single

N

18-24

25-34

35-44

45-54

55-64

65+

EDO02674

Please select your gender:

Male

Radio button, one-up vertical

Single

N

Female

EDO02675

If you could identify one improvement to this site, what improvement would you suggest?

Text area, no char limit

Single

N