685 2013 685 VBA Survey

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

2013 685 VBA Survey.xlsx

2013 659 FDA Mobile - 2013 686 VA Medical Centers

OMB: 1090-0008

Document [xlsx]
Download: xlsx | pdf

Overview

Current Model Qsts
Current Custom Qsts


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.







































































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



























































































































































































































































































































































































































































































































































































































































































































































































































































































































































































































































































































































































































































































































































































































































































































































File Typeapplication/vnd.openxmlformats-officedocument.spreadsheetml.sheet
File Modified0000-00-00
File Created0000-00-00

© 2024 OMB.report | Privacy Policy