| Model Instance Name: |
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| UNICOR Satisfaction Survey |
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| MID: |
BY5UEQMxZp8t0gYl1Ichlw== |
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| Date: |
7/22/2009 |
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| Model questions utilize the ACSI methodology to determine scores and impacts |
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ELEMENTS (drivers of satisfaction) |
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CUSTOMER SATISFACTION |
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FUTURE BEHAVIORS |
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Navigation (1=Poor, 10=Excellent, Don't Know) |
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Satisfaction |
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Primary Resource (1=Not Very Likely, 10=Very Likely) |
| 1 |
Please rate how well the site is organized. |
23 |
What is your overall satisfaction with this site?
(1=Very Dissatisfied, 10=Very Satisfied) |
26 |
How likely are you to use this site as your primary resource in obtaining products, services, and information from UNICOR? |
| 2 |
Please rate the options available for navigating this site. |
24 |
How well does this site meet your expectations?
(1=Falls Short, 10=Exceeds) |
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Likelihood to Return (1=Not Very Likely, 10=Very Likely) |
| 3 |
Please rate how well the site layout helps you find what you are looking for. |
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 return to this site? |
| 4 |
Please rate the number of clicks to get where you want on this site. |
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Recommend (1=Not Very Likely, 10=Very Likely) |
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Look and Feel (1=Poor, 10=Excellent, Don't Know) |
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28 |
How likely are you to recommend this site to someone else? |
| 5 |
Please rate the visual appeal of this site. |
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Purchase (1=Not Very Likely, 10=Very Likely) |
| 6 |
Please rate the balance of graphics and text on this site. |
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29 |
How likely are you to purchase from UNICOR in the future? |
| 7 |
Please rate the readability of the pages on this site. |
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Future Participation (1=Very Unlikely, 10=Very Likely) |
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Site Performance (1=Poor, 10=Excellent, Don't Know) |
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30 |
How likely are you to express your thoughts or ideas to this agency in the next 90 days? |
| 8 |
Please rate how quickly pages load on this site. |
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Trust (1=Strongly Disagree, 10=Strongly Agree) |
| 9 |
Please rate the consistency of speed from page to page on this site. |
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31 |
I can count on this agency to act in my best interests. |
| 10 |
Please rate the ability to load pages without getting error messages on this site. |
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32 |
I consider this agency to be trustworthy. |
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Product Browsing (1=Poor, 10=Excellent, Don't Know) |
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33 |
This agency can be trusted to do what is right. |
| 11 |
Please rate the ability to sort products by criteria that are important to you on this site. |
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| 12 |
Please rate the ability to narrow choices to find the product(s) you are looking for on this site. |
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| 13 |
Please rate how well the features on the site help you find the product(s) you are looking for. |
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Merchandise (1=Poor, 10=Excellent, Don't Know) |
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| 14 |
Please rate the extent to which the products on this website appeal to you. |
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| 15 |
Please rate the variety of products offered on this website. |
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| 16 |
Please rate the availability of the specific product(s) you were looking for on this site. |
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Tasks/ Transactions (1=Poor, 10=Excellent, Don't Know) |
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| 17 |
Please rate the process for completing task(s) on this site. |
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| 18 |
Please rate your impression of the level of security in completing tasks on this site. |
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| 19 |
Please rate the verification of task completion on this site. |
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Online Transparency (1=Poor, 10=Excellent, Don't Know) |
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| 20 |
Please rate how thoroughly this website discloses information about what this agency is doing. |
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| 21 |
Please rate how quickly agency information is made available on this website. |
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| 22 |
Please rate how well information about this agency's actions can be accessed by the public on this website. |
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| Model Instance Name: |
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red & strike-through: DELETE |
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| UNICOR Satisfaction Survey |
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underlined & italicized: RE-ORDER |
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| MID: |
BY5UEQMxZp8t0gYl1Ichlw== |
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pink: ADDITION |
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| Date: |
1/31/2012 |
blue + -->: REWORDING |
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| UNICOR Satisfaction Survey CUSTOM QUESTION LIST |
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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 |
25 character limit. Leave blank if you want DOT to fill this part out.
CQ Label |
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| KFB05130 |
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Which best describes you? |
Administrative Assistant |
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Radio button, one-up vertical |
Single |
Y |
OPS Group |
Role |
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Contracting Officer/Specialist |
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Program Manager |
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Project Manager |
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End user of UNICOR products |
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Procurement (Buyer, Purchaser, etc.) |
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Researcher / Academic |
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Vendor |
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Competitor |
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BOP Employee |
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Other (Please Specify) |
A |
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| KFB05131 |
A |
Other Role |
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Text field, <100 char |
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No |
OPS Group |
OE_Role |
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| KFB05132 |
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How frequently do you visit UNICOR.gov? |
First time |
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Radio button, one-up vertical |
Single |
Y |
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Visit Frequency |
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Daily |
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About once per week |
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About once per month |
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About once per quarter |
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About once per year |
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| AED10806 |
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Are you visiting UNICOR.gov to conduct market research? |
Yes |
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Radio button, one-up vertical |
Single |
Y |
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Mkt Research |
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No |
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| EDO08305 |
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What is your primary reason for visiting UNICOR.gov today? |
Purchase products or services |
N,C,Z,E |
Radio button, one-up vertical |
Single |
Y |
Skip Logic Group |
Visit Reason |
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Browse products or services for a future purchase |
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Seek information |
AB |
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Other |
Y |
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| KFB05136 |
Y |
Please describe your primary reason for visiting. |
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Text field, <100 char |
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No |
Skip Logic Group |
OE_Primary Reason |
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| AED10807 |
N |
Where are you in the purchase process? |
I have no intentions of purchasing UNICOR products |
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Radio button, one-up vertical |
Single |
Y |
Skip Logic Group |
Cycle |
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Just browsing to see what is available. |
F |
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Gathering product information for later purchase (Conducting market research) |
F |
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I am ready to make a purchase from UNICOR |
F |
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| KFB05140 |
F |
Which UNICOR business group(s) did you purchase or plan to purchase products and services from? |
Clothing & Textiles |
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Checkbox, one-up vertical |
Multi |
Y |
Skip Logic Group |
Product Group |
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Office Furniture |
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Industrial Products |
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Electronics |
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Recycling |
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Fleet Solutions |
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Services |
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| KFB05137 |
C |
How often do you buy from UNICOR? |
Weekly or more often |
D, M |
Radio button, one-up vertical |
Single |
Y |
Skip Logic Group |
Buy Frequency |
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Every 1-3 months |
D, M |
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Every 3-6 months |
D, M |
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Every 6-12 months |
D, M |
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Less often than every 12 months |
D, M |
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Never purchased from UNICOR |
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| KFB05138 |
D |
How much do you typically spend on UNICOR products and services per year? |
$1 - $10,000 |
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Radio button, one-up vertical |
Single |
Y |
Skip Logic Group |
Annual Spending |
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$10,001- $25,000 |
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$25,001 - $100,000 |
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$100,001 - $250,000 |
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$250,000 or more |
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None |
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| KFB05141 |
M |
Compared to other online shopping experiences, how would you rate UNICOR.gov on each of the following: |
Much Better |
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Drop down, select one |
Single |
Y |
Multiple Lists Group |
Ordering Process |
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Product ordering process |
Better |
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About the same |
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Worse |
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Much Worse |
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| KFB05142 |
M |
Product pricing |
Much Better |
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Drop down, select one |
Single |
Y |
Multiple Lists Group |
Product Pricing |
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Better |
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About the same |
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Worse |
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Much Worse |
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| KFB05143 |
M |
Shipping options |
Much Better |
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Drop down, select one |
Single |
Y |
Multiple Lists Group |
Shipping Options |
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Better |
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About the same |
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Worse |
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Much Worse |
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| EDO05193 |
Z |
Did you make a purchase on UNICOR.gov today? |
Yes |
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Radio button, one-up vertical |
Single |
Yes |
Skip Logic Group |
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No |
AA |
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| EDO05194 |
AA |
Why didn't you make a purchase during your visit today? |
Couldn't find the item I was looking for |
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Radio button, one-up vertical |
Single |
No |
Skip Logic Group |
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Didn't have exact style or size I needed |
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Didn't like the colors or materials available |
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Item was too expensive |
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Chose to purchase the item offline |
CC, DD |
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Chose to purchase from another site |
FF |
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I didn't plan on making a purchase |
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Other |
BB |
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| EDO05195 |
BB |
Please explain briefly why you didn't make a purchase during your visit today. |
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Text area, no char limit |
Single |
No |
Skip Logic Group |
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| EDO05196 |
CC |
Where do you plan on making your offline purchase? |
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Text area, no char limit |
Single |
No |
Skip Logic Group |
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| EDO05197 |
DD |
Why do you prefer to purchase offline? |
I want to see the item before I purchase it |
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Radio button, one-up vertical |
Single |
No |
Skip Logic Group |
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I did not want to pay shipping costs |
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I can find the best price offline |
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I know it will be easier to return the product if I purchase it in a store |
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More flexible delivery options |
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Other |
EE |
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| EDO05198 |
EE |
Please explain briefly why you prefer to purchase offline. |
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Text area, no char limit |
Single |
No |
Skip Logic Group |
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| EDO05199 |
FF |
Where do you plan on making your online purchase? |
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Text area, no char limit |
Single |
No |
Skip Logic Group |
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| KFB05139 |
E |
What is the primary method you use when purchasing from UNICOR? |
Online at UNICOR.gov |
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Radio button, one-up vertical |
Single |
Y |
Skip Logic Group |
Purchase Method |
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By phone |
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By mail |
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By fax |
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I have not purchased |
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| EDO08306 |
AB |
What kind of information are you seeking? |
Order status |
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Radio button, one-up vertical |
Single |
Y |
Skip Logic Group |
Kind of Information |
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Waiver |
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UNICOR corporate information |
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UNICOR general information |
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Event/Tradeshow information |
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Inmate training and transition programs |
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Other |
AG |
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| EDO08307 |
AG |
Please describe what other kind of information you are seeking. |
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Text field, <100 char |
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No |
Skip Logic Group |
OE_Information |
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| KFB05144 |
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What primary method did you use to locate information on UNICOR.gov today? |
Basic Search |
H |
Radio button, one-up vertical |
Single |
Y |
Skip Logic Group |
Locate Info |
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Advanced Search |
H |
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Left-hand menu |
I |
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Site map |
I |
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Top navigation bar |
I |
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Bottom navigation bar |
I |
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Links within the page |
I |
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Other |
J |
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| KFB05145 |
J |
Please describe your method for locating information. |
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Text field, <100 char |
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No |
Skip Logic Group |
OE_Locate Info |
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| KFB05146 |
H |
Please tell us what your search experience was. |
Search results were helpful |
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Checkbox, one-up vertical |
Multi |
Y |
Skip Logic Group |
Search Experience |
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Too many results |
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Not enough results |
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No results |
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Results were too similar/redundant |
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Results were not relevant |
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Not sure what words to use |
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Required too many refinements |
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Search speed was too slow |
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Other |
K |
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| KFB05147 |
K |
Please tell us about your search experience |
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Text area, no char limit |
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No |
Skip Logic Group |
OE_Other Search |
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| KFB05148 |
I |
Please describe your navigation experience on UNICOR.gov today. |
Had no difficulty with the navigation |
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Checkbox, one-up vertical |
Multi |
Y |
Skip Logic Group |
Nav Experience |
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Site has too many links |
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Site has too few links |
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Links/labels are difficult to understand |
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Often could not determine the best link |
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Links did not take me where I expected |
AH |
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Could not get started or did not know where to begin |
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Had technical difficulties (e.g. broken links, error messages) |
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Navigated to general area but could not find the specific content I needed |
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Could not navigate back to previous information |
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Other |
L |
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| KFB05149 |
L |
Please tell us about your navigation experience |
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Text area, no char limit |
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No |
Skip Logic Group |
OE_Other Nav |
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| EDO08315 |
AH |
Please describe any specific navigation links or paths that did not take you where they should have? |
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Text area, no char limit |
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No |
Skip Logic Group |
OE_Other Nav |
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| KFB05150 |
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Did you find what you were looking for? |
Yes |
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Drop down, select one |
Single |
Y |
Skip Logic Group |
Find Looking For |
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No |
P, Q |
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Still looking |
P, Q |
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| AED10808 |
P |
What specifically were you looking for? |
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Text field, <100 char |
Single |
N |
Skip Logic Group |
OE_Spec Look For |
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| EDO05200 |
Q |
What will you do next? |
Call the customer service center |
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Radio button, one-up vertical |
Single |
Y |
Skip Logic Group |
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Call a sales representative |
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Return to the website later and try again |
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Try another website |
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Nothing, although I did not find what I wanted |
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Other |
R |
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| EDO05201 |
R |
Please briefly explain what you will do next. |
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Text area, no char limit |
Single |
N |
Skip Logic Group |
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| AED10809 |
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What government agency/department do you work for? |
Department of Agriculture |
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Drop down, select one |
Single |
Y |
Skip Logic Group |
Agency Work For |
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Department of Commerce |
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Department of Defense |
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Department of Education |
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Department of Health and Human Services |
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Department of Homeland Security |
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Department of Housing and Urban Development |
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Department of Justice |
S |
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Department of Labor |
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Department of State |
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Department of the Interior |
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Department of the Treasury |
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Department of Transportation |
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Department of Veterans Affairs |
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Executive Office of the President |
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Federal Legislative Branch |
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Independent Agencies |
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Judicial Branch |
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Private Vendor |
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Quasi Official INTNL & Non Govt |
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Other |
T |
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None of the above |
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| EDO01703 |
S |
Do you work for the Bureau of Prisons? |
Yes |
|
Radio button, one-up vertical |
Single |
Y |
Skip Logic Group |
Work for BOP |
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No |
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| AED10810 |
T |
What agency do you work for? |
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Text field, <100 char |
Single |
N |
Skip Logic Group |
Agency |
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| KFB05152 |
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What do you like most about the UNICOR.gov site? |
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Text area, no char limit |
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N |
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Like Most |
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| KFB05153 |
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If you could suggest one improvement to help UNICOR make this site better, what would it be? |
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Text area, no char limit |
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N |
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Improvement |
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