773 2014 773 TreasuryDirect 2013

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

2014 773 TreasuryDirect 2013_1-31-14.xlsx

2014 755 SSA Diagnostic Survey - 775 USPTO Mobile 2013

OMB: 1090-0008

Document [xlsx]
Download: xlsx | pdf

Overview

Current Model Qsts
Current Custom Qsts
Current Custom Qsts (6-18-13)
Custom Qsts (10-29-12)
Custom Qsts 1-19-12
Custom Qsts 9-29-09


Sheet 1: Current Model Qsts

Model Instance Name:


TreasuryDirect Satisfaction Survey


MID: NBZsgUZJohJxkpd1gRZQtA==


Date: 2/1/13







TreasuryDirect Satisfaction Survey MODEL QUESTION LIST
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
Likelihood to Return (1=Very Unlikely, 10=Very Likely)
1 Please rate the accuracy of information on this site. 24 What is your overall satisfaction with this site?
(1=Very Dissatisfied, 10=Very Satisfied)
27 How likely are you to return to this site?
2 Please rate the quality of information on this site. 25 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. 26 How does this site compare to your idea of an ideal website?
(1=Not Very Close, 10=Very Close)
28 How likely are you to recommend this agency to someone else?

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


Primary Resource (1=Very Unlikely, 10=Very Likely)
4 Please rate the usefulness of the features provided on this site.

29 How likely are you to use this site as your primary resource for obtaining information from this organization?
5 Please rate the convenience of the features on this site.



6 Please rate the variety of features on this site.




Look and Feel (1=Poor, 10=Excellent, Don't Know)



7 Please rate the visual appeal of this site.



8 Please rate the balance of graphics and text on this site.



9 Please rate the readability of the pages on this site.


Navigation (1=Poor, 10=Excellent, Don't Know)
10 Please rate how well the site is organized.
11 Please rate the options available for navigating this site.
12 Please rate how well the site layout helps you find what you are looking for.



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




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



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



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



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



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




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.




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



21 Please rate how easy it is to set up an account on this site.



22 Please rate the clarity of the instructions for account setup on this site.



23 Please rate the ease of choosing/modifying your password on this site.




Sheet 2: Current Custom Qsts

Model Instance Name: red & strike-through: DELETE





TreasuryDirect Satisfaction Survey underlined & italicized: RE-ORDER





MID: NBZsgUZJohJxkpd1gRZQtA== pink: ADDITION





Date: 6/17/2013 blue + -->: REWORDING















TreasuryDirect Satisfaction Survey 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
235
How frequently do you visit this site? First time
Drop down, select one single Y

More than once a day





Daily





About once a week





About once a month





Every 6 months or less





6405
What best describes your role in visiting this site? Individual saver/investor
Drop down, select one single Y

Bank or credit union representative





Member of the press





Financial planner





Pension fund manager





Hedge fund manager





Broker





Primary dealer





Research analyst





Other





6406
What is your primary reason for visiting the site today? Perform research (i.e., gather information) B Radio button, one-up vertical single Y

Purchase a Treasury security





Open a TreasuryDirect account for myself D,E




Assist someone else in opening a TreasuryDirect account





Access my TreasuryDirect account D,E




Find info on exchanging paper savings bonds for electronic securities





Browsing the site





Other A




7471 A If you answered "Other" above, please specify other reason for visiting the site.

Text area, no char limit
N

6407 B If you answered "Perform research (i.e., gather information)" above, which of the following best describes the topic that you are researching on our site today? Find ways to save for college or other goals
Radio button, one-up vertical single N

Learn about Treasury securities





Check rates





Learn about TreasuryDirect





Learn about T-bills, notes or TIPS





View the auction calendar





Learn about savings bonds





Calculate the current value of savings bonds owned





Learn how to exchange paper savings bonds for electronic securities





Other C




7472 C If you answered "Other" above, please specify other topic researched on the site.

Text area, no char limit
N

7473 D If you indicated "access my TreasuryDirect account" or "Open a TreasuryDirect account" as your primary reason for visiting the site today, please tell us how useful are the user instructions within this application. Very useful
Drop down, select one single N

Somewhat useful





Not very useful





Not at all useful





Don't know





7474 E If you "accessed your TreasuryDirect account" or "opened a TreasuryDirect account" today, how easy was it to utilize the account features and navigate through the steps? Very easy
Drop down, select one single N

Somewhat easy





Somewhat difficult





Very difficult





Don't know





6408
What source brought you to our site? Search engine
Radio button, one-up vertical single Y

Another website/link





Media/news story





Other government site





Site bookmarked





Referral from a friend/family/colleague/banker





Brochure, flyer, poster, or other printed material





Other A




7475 A If you answered "Other" above, please specify other source.

Text area, no char limit
N

6409
Did you find what you were looking for? Yes
Drop down, select one single Y Skip Logic Group
No A



Partially




7822 A If you didn't find what you were looking for, please specify the information wanted.

Text area, no char limit
N

6410
What method are you using to locate the information? Navigating through the Web pages X Drop down, select one single Y Skip Logic Group
Site Map X


Search feature Y,Z


Categories on the top navigation bar X


Categories on the left navigation bar X


Quick Links X


All of the above X,Y,Z


Other



7211 Y If you used the site's search feature today, which of the following describes your experience with the search feature? Descriptions of results were helpful
Drop down, select one single N

Descriptions of results were not helpful A




Returned too many results





Returned not enough results





Returned results that were too similar/redundant





I was not sure what words to use in my search





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




Results were not relevant to my search terms/needs A




Search speed was too slow





Other





KFB02170 A What specific search term(s) did you use in your search today to find the information you are looking for?

Text area, no char limit
N

KFB02171 B If you had to refine your initial search results, how many times did you have to refine them to get the information you were looking for? 1 to 2 times
Drop down, select one single Y

3 to 4 times





5 or more times





Can’t recall





KFB02172 Z Please rate how satisfied you are with the keyword search function of this website. 1=Not very satisfied
Radio button, scale, has don't know single Y



2






3






4






5






6






7






8






9






10=Very satisfied






Don't know




7476 X What type of difficulty, if any, did you encounter with the navigation process? Encountered no difficulties with the navigation
Drop down, select one single N

Could not determine the best link on most pages





Could not navigate back to previous information





Would often feel lost, not know where I was





Had difficulty finding related information





Too many links or navigational choices





Links did not take me where I expected





Could not get started or did not know where to begin





Had difficulty finding detailed information





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





Navigation did not support what I was trying to accomplish





Navigated to the general area but could not find the specific information I needed





Other





6411
Which method is most helpful to you? Navigating through the Web pages
Drop down, select one single Y

Site Map





Search feature





Categories on the top navigation bar





Categories on the left navigation bar





Quick Links





Other





6412
What other information would you like to see on our site? More information on Treasury securities
Radio button, one-up vertical single Y

More information on TreasuryDirect





Better instructions on using TreasuryDirect B




Other A




6413 A If you answered "Other" above, please specify other information.

Text area, no char limit
N

7829 B If you answered “better instructions on using TreasuryDirect” above, please provide some specifics of how can we improve the instructions to make it easier for you to use the TreasuryDirect site.

Text area, no char limit
N

ACQLiv0010377
Please rate the clarity of the wording on this site. 1=Poor
Radio button, scale, has don't know single Y
Clarity of wording


2





3





4





5





6





7





8





9





10=Excellent





Don't know



ACQLiv0010379
Please rate how well you understand the wording on this site. 1=Poor
Radio button, scale, has don't know single Y
Understand wording


2





3





4





5





6





7





8





9





10=Excellent





Don't know



ACQLiv0010380
Please rate this site on its use of short, clear sentences. 1=Poor
Radio button, scale, has don't know single Y
Clear sentences


2





3





4





5





6





7





8





9





10=Excellent





Don't know



ACQLiv0010381
How likely are you to discourage others from doing business with this agency? 1=Very unlikely
Radio button, scale, no don't know single Y
Word of mouth


2





3





4





5





6





7





8





9





10=Very Likely



ACQhar0017592
Do you ever access the Internet using a mobile phone or tablet? Yes A, B Radio button, one-up vertical Single Y
Access Mobile Internet


No




ACQhar0017593 A Which of the following devices do you have? A SmartPhone W Radio button, one-up vertical Multi Y
Phone or Tablet


A tablet X





None of these




ACQhar0017595 W Specifically, which type of mobile phone do you have? iPhone
Radio button, one-up vertical Single Y
Phone Type


Android






Blackberry






Another phone




ACQhar0017616 X Specifically, which type of tablet do you have? iPad
Radio button, one-up vertical Single Y
Tablet Type



Kindle







Android







Blackberry







Another tablet




ACQhar0017594 B Have you ever accessed ANY federal website using a mobile phone or tablet? Yes C Radio button, one-up vertical Single Y
Federal Mobile Site Usage


No, but I plan to do so






No, but I might in the future






No, and I don't plan to do so




ACQhar0017617 C Have you ever accessed TreasuryDirect's site using a mobile phone or tablet? Yes Y, Z Radio button, one-up vertical Single Y
Mobile Site Usage


No, but I plan to do so Z





No, but I might in the future Z





No, and I don't plan to do so




ACQhar0017618 Y What was the main reason you last visited TreasuryDirect using a mobile phone or tablet?

Text area, no char limit
N
Primary Reason
ACQhar0017619 Z What resources/additional resources might you want to access from TreasuryDirect using a mobile phone or tablet?

Text area, no char limit
N
Desired Resources
6414
If you could make one improvement to this site, what would it be?

Text area, no char limit
N

AED08473
Which of the following do you use to connect to the Internet? Dial-up service
Drop down, select one single N


DSL or cable modem




T-1 or T-3 (High Speed local area network)



6415
What is your gender? Female
Drop down, select one single N

Male





6416
Which range best describes your age? Under 18
Drop down, select one single N

18-24





25-34





35-44





45-54





55-64





65-74





75-84





85 or older





6417
Which of the following indicates the highest level of education you have completed? Grade school or some high school
Drop down, select one single N

High school graduate or GED





Some college/vocational school





College graduate





Some postgraduate school





Graduate/professional degree






Sheet 3: Current Custom Qsts (6-18-13)

Model Instance Name: red & strike-through: DELETE





TreasuryDirect Satisfaction Survey underlined & italicized: RE-ORDER





MID: NBZsgUZJohJxkpd1gRZQtA== pink: ADDITION





Date: 6/17/2013 blue + -->: REWORDING















TreasuryDirect Satisfaction Survey 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
235
How frequently do you visit this site? First time
Drop down, select one single Y

More than once a day





Daily





About once a week





About once a month





Every 6 months or less





6405
What best describes your role in visiting this site? Individual saver/investor
Drop down, select one single Y

Bank or credit union representative





Member of the press





Financial planner





Pension fund manager





Hedge fund manager





Broker





Primary dealer





Research analyst





Other





6406
What is your primary reason for visiting the site today? Perform research (i.e., gather information) B Radio button, one-up vertical single Y

Purchase a Treasury security





Open a TreasuryDirect account for myself D,E




Assist someone else in opening a TreasuryDirect account





Access my TreasuryDirect account D,E




Find info on exchanging paper savings bonds for electronic securities





Browsing the site





Other A




7471 A If you answered "Other" above, please specify other reason for visiting the site.

Text area, no char limit
N

6407 B If you answered "Perform research (i.e., gather information)" above, which of the following best describes the topic that you are researching on our site today? Find ways to save for college or other goals
Radio button, one-up vertical single N

Learn about Treasury securities





Check rates





Learn about TreasuryDirect





Learn about T-bills, notes or TIPS





View the auction calendar





Learn about savings bonds





Calculate the current value of savings bonds owned





Learn how to exchange paper savings bonds for electronic securities





Other C




7472 C If you answered "Other" above, please specify other topic researched on the site.

Text area, no char limit
N

7473 D If you indicated "access my TreasuryDirect account" or "Open a TreasuryDirect account" as your primary reason for visiting the site today, please tell us how useful are the user instructions within this application. Very useful
Drop down, select one single N

Somewhat useful





Not very useful





Not at all useful





Don't know





7474 E If you "accessed your TreasuryDirect account" or "opened a TreasuryDirect account" today, how easy was it to utilize the account features and navigate through the steps? Very easy
Drop down, select one single N

Somewhat easy





Somewhat difficult





Very difficult





Don't know





6408
What source brought you to our site? Search engine
Radio button, one-up vertical single Y

Another website/link





Media/news story





Other government site





Site bookmarked





Referral from a friend/family/colleague/banker





Brochure, flyer, poster, or other printed material





Other A




7475 A If you answered "Other" above, please specify other source.

Text area, no char limit
N

6409
Did you find what you were looking for? Yes
Drop down, select one single Y Skip Logic Group
No A



Partially




7822 A If you didn't find what you were looking for, please specify the information wanted.

Text area, no char limit
N

6410
What method are you using to locate the information? Navigating through the Web pages X Drop down, select one single Y Skip Logic Group
Site Map X


Search feature Y,Z


Categories on the top navigation bar X


Categories on the left navigation bar X


Quick Links X


All of the above X,Y,Z


Other



7211 Y If you used the site's search feature today, which of the following describes your experience with the search feature? Descriptions of results were helpful
Drop down, select one single N

Descriptions of results were not helpful A




Returned too many results





Returned not enough results





Returned results that were too similar/redundant





I was not sure what words to use in my search





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




Results were not relevant to my search terms/needs A




Search speed was too slow





Other





KFB02170 A What specific search term(s) did you use in your search today to find the information you are looking for?

Text area, no char limit
N

KFB02171 B If you had to refine your initial search results, how many times did you have to refine them to get the information you were looking for? 1 to 2 times
Drop down, select one single Y

3 to 4 times





5 or more times





Can’t recall





KFB02172 Z Please rate how satisfied you are with the keyword search function of this website. 1=Not very satisfied
Radio button, scale, has don't know single Y



2






3






4






5






6






7






8






9






10=Very satisfied






Don't know




7476 X What type of difficulty, if any, did you encounter with the navigation process? Encountered no difficulties with the navigation
Drop down, select one single N

Could not determine the best link on most pages





Could not navigate back to previous information





Would often feel lost, not know where I was





Had difficulty finding related information





Too many links or navigational choices





Links did not take me where I expected





Could not get started or did not know where to begin





Had difficulty finding detailed information





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





Navigation did not support what I was trying to accomplish





Navigated to the general area but could not find the specific information I needed





Other





6411
Which method is most helpful to you? Navigating through the Web pages
Drop down, select one single Y

Site Map





Search feature





Categories on the top navigation bar





Categories on the left navigation bar





Quick Links





Other





6412
What other information would you like to see on our site? More information on Treasury securities
Radio button, one-up vertical single Y

More information on TreasuryDirect





Better instructions on using TreasuryDirect B




Other A




6413 A If you answered "Other" above, please specify other information.

Text area, no char limit
N

7829 B If you answered “better instructions on using TreasuryDirect” above, please provide some specifics of how can we improve the instructions to make it easier for you to use the TreasuryDirect site.

Text area, no char limit
N

ACQLiv0010377
Please rate the clarity of the wording on this site. 1=Poor
Radio button, scale, has don't know single Y
Clarity of wording


2





3





4





5





6





7





8





9





10=Excellent





Don't know



ACQLiv0010379
Please rate how well you understand the wording on this site. 1=Poor
Radio button, scale, has don't know single Y
Understand wording


2





3





4





5





6





7





8





9





10=Excellent





Don't know



ACQLiv0010380
Please rate this site on its use of short, clear sentences. 1=Poor
Radio button, scale, has don't know single Y
Clear sentences


2





3





4





5





6





7





8





9





10=Excellent





Don't know



ACQLiv0010381
How likely are you to discourage others from doing business with this agency? 1=Very unlikely
Radio button, scale, no don't know single Y
Word of mouth


2





3





4





5





6





7





8





9





10=Very Likely



ACQhar0017592
Do you ever access the Internet using a mobile phone or tablet? Yes A, B Radio button, one-up vertical Single Y
Access Mobile Internet


No




ACQhar0017593 A Which of the following devices do you have? A SmartPhone W Radio button, one-up vertical Multi Y
Phone or Tablet


A tablet X





None of these




ACQhar0017595 W Specifically, which type of mobile phone do you have? iPhone
Radio button, one-up vertical Single Y
Phone Type


Android






Blackberry






Another phone




ACQhar0017616 X Specifically, which type of tablet do you have? iPad
Radio button, one-up vertical Single Y
Tablet Type



Kindle







Android







Blackberry







Another tablet




ACQhar0017594 B Have you ever accessed ANY federal website using a mobile phone or tablet? Yes C Radio button, one-up vertical Single Y
Federal Mobile Site Usage


No, but I plan to do so






No, but I might in the future






No, and I don't plan to do so




ACQhar0017617 C Have you ever accessed TreasuryDirect's site using a mobile phone or tablet? Yes Y, Z Radio button, one-up vertical Single Y
Mobile Site Usage


No, but I plan to do so Z





No, but I might in the future Z





No, and I don't plan to do so




ACQhar0017618 Y What was the main reason you last visited TreasuryDirect using a mobile phone or tablet?

Text area, no char limit
N
Primary Reason
ACQhar0017619 Z What resources/additional resources might you want to access from TreasuryDirect using a mobile phone or tablet?

Text area, no char limit
N
Desired Resources
6414
If you could make one improvement to this site, what would it be?

Text area, no char limit
N

AED08473
Which of the following do you use to connect to the Internet? Dial-up service
Drop down, select one single N


DSL or cable modem




T-1 or T-3 (High Speed local area network)



6415
What is your gender? Female
Drop down, select one single N

Male





6416
Which range best describes your age? Under 18
Drop down, select one single N

18-24





25-34





35-44





45-54





55-64





65-74





75-84





85 or older





6417
Which of the following indicates the highest level of education you have completed? Grade school or some high school
Drop down, select one single N

High school graduate or GED





Some college/vocational school





College graduate





Some postgraduate school





Graduate/professional degree






Sheet 4: Custom Qsts (10-29-12)

Model Instance Name: red & strike-through: DELETE





TreasuryDirect Satisfaction Survey underlined & italicized: RE-ORDER





MID: NBZsgUZJohJxkpd1gRZQtA== pink: ADDITION





Date: 10/26/12 blue + -->: REWORDING















TreasuryDirect Satisfaction Survey 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
235
How frequently do you visit this site? First time
Drop down, select one single Y

More than once a day





Daily





About once a week





About once a month





Every 6 months or less





6405
What best describes your role in visiting this site? Individual saver/investor
Drop down, select one single Y

Bank or credit union representative





Member of the press





Financial planner





Pension fund manager





Hedge fund manager





Broker





Primary dealer





Research analyst





Other





6406
What is your primary reason for visiting the site today? Perform research (i.e., gather information) B Radio button, one-up vertical single Y

Purchase a Treasury security





Open a TreasuryDirect account for myself D,E




Assist someone else in opening a TreasuryDirect account





Access my TreasuryDirect account D,E




Find info on exchanging paper savings bonds for electronic securities





Browsing the site





Other A




7471 A If you answered "Other" above, please specify other reason for visiting the site.

Text area, no char limit
N

6407 B If you answered "Perform research (i.e., gather information)" above, which of the following best describes the topic that you are researching on our site today? Find ways to save for college or other goals
Radio button, one-up vertical single N

Learn about Treasury securities





Check rates





Learn about TreasuryDirect





Learn about T-bills, notes or TIPS





View the auction calendar





Learn about savings bonds





Calculate the current value of savings bonds owned





Learn how to exchange paper savings bonds for electronic securities





Other C




7472 C If you answered "Other" above, please specify other topic researched on the site.

Text area, no char limit
N

7473 D If you indicated "access my TreasuryDirect account" or "Open a TreasuryDirect account" as your primary reason for visiting the site today, please tell us how useful are the user instructions within this application. Very useful
Drop down, select one single N

Somewhat useful





Not very useful





Not at all useful





Don't know





7474 E If you "accessed your TreasuryDirect account" or "opened a TreasuryDirect account" today, how easy was it to utilize the account features and navigate through the steps? Very easy
Drop down, select one single N

Somewhat easy





Somewhat difficult





Very difficult





Don't know





6408
What source brought you to our site? Search engine
Radio button, one-up vertical single Y

Another website/link





Media/news story





Other government site





Site bookmarked





Referral from a friend/family/colleague/banker





Brochure, flyer, poster, or other printed material





Other A




7475 A If you answered "Other" above, please specify other source.

Text area, no char limit
N

6409
Did you find what you were looking for? Yes
Drop down, select one single Y Skip Logic Group
No A



Partially




7822 A If you didn't find what you were looking for, please specify the information wanted.

Text area, no char limit
N

6410
What method are you using to locate the information? Navigating through the Web pages X Drop down, select one single Y Skip Logic Group
Site Map X


Search feature Y,Z


Categories on the top navigation bar X


Categories on the left navigation bar X


Quick Links X


All of the above X,Y,Z


Other



7211 Y If you used the site's search feature today, which of the following describes your experience with the search feature? Descriptions of results were helpful
Drop down, select one single N

Descriptions of results were not helpful A




Returned too many results





Returned not enough results





Returned results that were too similar/redundant





I was not sure what words to use in my search





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




Results were not relevant to my search terms/needs A




Search speed was too slow





Other





KFB02170 A What specific search term(s) did you use in your search today to find the information you are looking for?

Text area, no char limit
N

KFB02171 B If you had to refine your initial search results, how many times did you have to refine them to get the information you were looking for? 1 to 2 times
Drop down, select one single Y

3 to 4 times





5 or more times





Can’t recall





KFB02172 Z Please rate how satisfied you are with the keyword search function of this website. 1=Not very satisfied
Radio button, scale, has don't know single Y



2






3






4






5






6






7






8






9






10=Very satisfied






Don't know




7476 X What type of difficulty, if any, did you encounter with the navigation process? Encountered no difficulties with the navigation
Drop down, select one single N

Could not determine the best link on most pages





Could not navigate back to previous information





Would often feel lost, not know where I was





Had difficulty finding related information





Too many links or navigational choices





Links did not take me where I expected





Could not get started or did not know where to begin





Had difficulty finding detailed information





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





Navigation did not support what I was trying to accomplish





Navigated to the general area but could not find the specific information I needed





Other





6411
Which method is most helpful to you? Navigating through the Web pages
Drop down, select one single Y

Site Map





Search feature





Categories on the top navigation bar





Categories on the left navigation bar





Quick Links





Other





6412
What other information would you like to see on our site? More information on Treasury securities
Radio button, one-up vertical single Y

More information on TreasuryDirect





Better instructions on using TreasuryDirect B




Other A




6413 A If you answered "Other" above, please specify other information.

Text area, no char limit
N

7829 B If you answered “better instructions on using TreasuryDirect” above, please provide some specifics of how can we improve the instructions to make it easier for you to use the TreasuryDirect site.

Text area, no char limit
N

ACQLiv0010377
Please rate the clarity of the wording on this site. 1=Poor
Radio button, scale, has don't know single Y
Clarity of wording


2





3





4





5





6





7





8





9





10=Excellent





Don't know



ACQLiv0010379
Please rate how well you understand the wording on this site. 1=Poor
Radio button, scale, has don't know single Y
Understand wording


2





3





4





5





6





7





8





9





10=Excellent





Don't know



ACQLiv0010380
Please rate this site on its use of short, clear sentences. 1=Poor
Radio button, scale, has don't know single Y
Clear sentences


2





3





4





5





6





7





8





9





10=Excellent





Don't know



ACQLiv0010381
How likely are you to discourage others from doing business with this agency? 1=Very unlikely
Radio button, scale, no don't know single Y
Word of mouth


2





3





4





5





6





7





8





9





10=Very Likely





Do you ever access the Internet using a mobile phone or tablet? Yes A, B Radio button, one-up vertical Single Y
Access Mobile Internet


No






A Which of the following devices do you have? A SmartPhone W Radio button, one-up vertical Multi Y
Phone or Tablet


A tablet X






None of these






W Specifically, which type of mobile phone do you have? iPhone
Radio button, one-up vertical Single Y
Phone Type


Android







Blackberry







Another phone






X Specifically, which type of tablet do you have? iPad
Radio button, one-up vertical Single Y
Tablet Type


Kindle







Android







Blackberry







Another tablet






B Have you ever accessed ANY federal website using a mobile phone or tablet? Yes C Radio button, one-up vertical Single Y
Federal Mobile Site Usage


No, but I plan to do so







No, but I might in the future







No, and I don't plan to do so






C Have you ever accessed (agency/department)'s site using a mobile phone or tablet? Yes Y, Z Radio button, one-up vertical Single Y
Mobile Site Usage


No, but I plan to do so Z






No, but I might in the future Z






No, and I don't plan to do so






Y What was the main reason you last visited (agency/department name) using a mobile phone or tablet?

Text area, no char limit
N
Primary Reason

Z What resources/additional resources might you want to access from (agency/department) using a mobile phone or tablet?

Text area, no char limit
N
Desired Resources
6414
If you could make one improvement to this site, what would it be?

Text area, no char limit
N

AED08473
Which of the following do you use to connect to the Internet? Dial-up service
Drop down, select one single N


DSL or cable modem




T-1 or T-3 (High Speed local area network)



6415
What is your gender? Female
Drop down, select one single N

Male





6416
Which range best describes your age? Under 18
Drop down, select one single N

18-24





25-34





35-44





45-54





55-64





65-74





75-84





85 or older





6417
Which of the following indicates the highest level of education you have completed? Grade school or some high school
Drop down, select one single N

High school graduate or GED





Some college/vocational school





College graduate





Some postgraduate school





Graduate/professional degree






Sheet 5: Custom Qsts 1-19-12

Model Instance Name: red & strike-through: DELETE





TreasuryDirect Satisfaction Survey underlined & italicized: RE-ORDER





MID: NBZsgUZJohJxkpd1gRZQtA== pink: ADDITION





Date: 1/6/12 blue + -->: REWORDING















TreasuryDirect Satisfaction Survey 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
235
How frequently do you visit this site? First time
Drop down, select one single Y

More than once a day





Daily





About once a week





About once a month





Every 6 months or less





6405
What best describes your role in visiting this site? Individual saver/investor
Drop down, select one single Y

Bank or credit union representative





Member of the press





Financial planner





Pension fund manager





Hedge fund manager





Broker





Primary dealer





Research analyst





Other





6406
What is your primary reason for visiting the site today? Perform research (i.e., gather information) B Radio button, one-up vertical single Y

Purchase a Treasury security





Open a TreasuryDirect account for myself D,E




Assist someone else in opening a TreasuryDirect account





Access my TreasuryDirect account D,E




Find info on exchanging paper savings bonds for electronic securities





Browsing the site





Other A




7471 A If you answered "Other" above, please specify other reason for visiting the site.

Text area, no char limit
N

6407 B If you answered "Perform research (i.e., gather information)" above, which of the following best describes the topic that you are researching on our site today? Find ways to save for college or other goals
Radio button, one-up vertical single N

Learn about Treasury securities





Check rates





Learn about TreasuryDirect





Learn about T-bills, notes or TIPS





View the auction calendar





Learn about savings bonds





Calculate the current value of savings bonds owned





Learn how to exchange paper savings bonds for electronic securities





Other C




7472 C If you answered "Other" above, please specify other topic researched on the site.

Text area, no char limit
N

7473 D If you indicated "access my TreasuryDirect account" or "Open a TreasuryDirect account" as your primary reason for visiting the site today, please tell us how useful are the user instructions within this application. Very useful
Drop down, select one single N

Somewhat useful





Not very useful





Not at all useful





Don't know





7474 E If you "accessed your TreasuryDirect account" or "opened a TreasuryDirect account" today, how easy was it to utilize the account features and navigate through the steps? Very easy
Drop down, select one single N

Somewhat easy





Somewhat difficult





Very difficult





Don't know





6408
What source brought you to our site? Search engine
Radio button, one-up vertical single Y

Another website/link





Media/news story





Other government site





Site bookmarked





Referral from a friend/family/colleague/banker





Brochure, flyer, poster, or other printed material





Other A




7475 A If you answered "Other" above, please specify other source.

Text area, no char limit
N

6409
Did you find what you were looking for? Yes
Drop down, select one single Y Skip Logic Group
No A



Partially




7822 A If you didn't find what you were looking for, please specify the information wanted.

Text area, no char limit
N

6410
What method are you using to locate the information? Navigating through the Web pages X Drop down, select one single Y Skip Logic Group
Site Map X


Search feature Y,Z


Categories on the top navigation bar X


Categories on the left navigation bar X


Quick Links X


All of the above X,Y,Z


Other



7211 Y If you used the site's search feature today, which of the following describes your experience with the search feature? Descriptions of results were helpful
Drop down, select one single N

Descriptions of results were not helpful A




Returned too many results





Returned not enough results





Returned results that were too similar/redundant





I was not sure what words to use in my search





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




Results were not relevant to my search terms/needs A




Search speed was too slow





Other





KFB02170 A What specific search term(s) did you use in your search today to find the information you are looking for?

Text area, no char limit
N

KFB02171 B If you had to refine your initial search results, how many times did you have to refine them to get the information you were looking for? 1 to 2 times
Drop down, select one single Y

3 to 4 times





5 or more times





Can’t recall





KFB02172 Z Please rate how satisfied you are with the keyword search function of this website. 1=Not very satisfied
Radio button, scale, has don't know single Y



2






3






4






5






6






7






8






9






10=Very satisfied






Don't know




7476 X What type of difficulty, if any, did you encounter with the navigation process? Encountered no difficulties with the navigation
Drop down, select one single N

Could not determine the best link on most pages





Could not navigate back to previous information





Would often feel lost, not know where I was





Had difficulty finding related information





Too many links or navigational choices





Links did not take me where I expected





Could not get started or did not know where to begin





Had difficulty finding detailed information





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





Navigation did not support what I was trying to accomplish





Navigated to the general area but could not find the specific information I needed





Other





6411
Which method is most helpful to you? Navigating through the Web pages
Drop down, select one single Y

Site Map





Search feature





Categories on the top navigation bar





Categories on the left navigation bar





Quick Links





Other





6412
What other information would you like to see on our site? More information on Treasury securities
Radio button, one-up vertical single Y

More information on TreasuryDirect





Better instructions on using TreasuryDirect B




Other A




6413 A If you answered "Other" above, please specify other information.

Text area, no char limit
N

7829 B If you answered “better instructions on using TreasuryDirect” above, please provide some specifics of how can we improve the instructions to make it easier for you to use the TreasuryDirect site.

Text area, no char limit
N



Please rate the clarity of the wording on this site. 1=Poor
Radio button, scale, has don't know single Y
Clarity of wording


2





3





4





5





6





7





8





9





10=Excellent





Don't know





Please rate how well you understand the wording on this site. 1=Poor
Radio button, scale, has don't know single Y
Understand wording


2





3





4





5





6





7





8





9





10=Excellent





Don't know





Please rate this site on its use of short, clear sentences. 1=Poor
Radio button, scale, has don't know single Y
Clear sentences


2





3





4





5





6





7





8





9





10=Excellent





Don't know





How likely are you to discourage others from doing business with this agency? 1=Very unlikely
Radio button, scale, no don't know single Y
Word of mouth


2





3





4





5





6





7





8





9





10=Very Likely



6414
If you could make one improvement to this site, what would it be?

Text area, no char limit
N

AED08473
Which of the following do you use to connect to the Internet? Dial-up service
Drop down, select one single N


DSL or cable modem




T-1 or T-3 (High Speed local area network)



6415
What is your gender? Female
Drop down, select one single N

Male





6416
Which range best describes your age? Under 18
Drop down, select one single N

18-24





25-34





35-44





45-54





55-64





65-74





75-84





85 or older





6417
Which of the following indicates the highest level of education you have completed? Grade school or some high school
Drop down, select one single N

High school graduate or GED





Some college/vocational school





College graduate





Some postgraduate school





Graduate/professional degree






Sheet 6: Custom Qsts 9-29-09

Model Instance Name: red & strike-through: DELETE




TreasuryDirect Satisfaction Survey underlined & italicized: RE-ORDER




MID: NBZsgUZJohJxkpd1gRZQtA== pink: ADDITION




Date: 9/29/2009 blue + -->: REWORDING













TreasuryDirect Satisfaction Survey 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
235
How frequently do you visit this site? First time
Drop down, select one single Y
More than once a day




Daily




About once a week




About once a month




Every 6 months or less




6405
What best describes your role in visiting this site? Individual saver/investor
Drop down, select one single Y
Bank or credit union representative




Member of the press




Financial planner




Pension fund manager




Hedge fund manager




Broker




Primary dealer




Research analyst




Other




6406
What is your primary reason for visiting the site today? Perform research (i.e., gather information) B Radio button, one-up vertical single Y
Purchase a Treasury security




Open a TreasuryDirect account for myself D,E



Assist someone else in opening a TreasuryDirect account




Access my TreasuryDirect account D,E



Find info on exchanging paper savings bonds for electronic securities




Browsing the site




Other A



7471 A If you answered "Other" above, please specify other reason for visiting the site.

Text area, no char limit
N
6407 B If you answered "Perform research (i.e., gather information)" above, which of the following best describes the topic that you are researching on our site today? Find ways to save for college or other goals
Radio button, one-up vertical single N
Learn about Treasury securities




Check rates




Learn about TreasuryDirect




Learn about T-bills, notes or TIPS




View the auction calendar




Learn about savings bonds




Calculate the current value of savings bonds owned




Learn how to exchange paper savings bonds for electronic securities




Other C



7472 C If you answered "Other" above, please specify other topic researched on the site.

Text area, no char limit
N
7473 D If you indicated "access my TreasuryDirect account" or "Open a TreasuryDirect account" as your primary reason for visiting the site today, please tell us how useful are the user instructions within this application. Very useful
Drop down, select one single N
Somewhat useful




Not very useful




Not at all useful




Don't know




7474 E If you "accessed your TreasuryDirect account" or "opened a TreasuryDirect account" today, how easy was it to utilize the account features and navigate through the steps? Very easy
Drop down, select one single N
Somewhat easy




Somewhat difficult




Very difficult




Don't know




6408
What source brought you to our site? Search engine
Radio button, one-up vertical single Y
Another website/link




Media/news story




Other government site




Site bookmarked




Referral from a friend/family/colleague/banker




Brochure, flyer, poster, or other printed material




Other A



7475 A If you answered "Other" above, please specify other source.

Text area, no char limit
N
6409
Did you find what you were looking for? Yes
Drop down, select one single Y
No




Partially




7822
If you didn't find what you were looking for, please specify the information wanted.

Text area, no char limit
N
6410
What method are you using to locate the information? Navigating through the Web pages
Drop down, select one single Y
Site Map




Search feature




Categories on the top navigation bar




Categories on the left navigation bar




Quick Links




All of the above




Other




6411
Which method is most helpful to you? Navigating through the Web pages
Drop down, select one single Y
Site Map




Search feature




Categories on the top navigation bar




Categories on the left navigation bar




Quick Links




Other




7211
If you used the site's search feature today, which of the following describes your experience with the search feature? Descriptions of results were helpful
Drop down, select one single N
Descriptions of results were not helpful A



Returned too many results




Returned not enough results




Returned results that were too similar/redundant




I was not sure what words to use in my search




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



Results were not relevant to my search terms/needs A



Search speed was too slow




Other




KFB02170 A What specific search term(s) did you use in your search today to find the information you are looking for?

Text area, no char limit
N
KFB02171 B If you had to refine your initial search results, how many times did you have to refine them to get the information you were looking for? 1 to 2 times
Drop down, select one single N
3 to 4 times




5 or more times




Can’t recall




KFB02172
Please rate how satisfied you are with the keyword search function of this website. 1=Not very satisfied
Radio button, scale, has don't know single Y


2





3





4





5





6





7





8





9





10=Very satisfied





Don't know



7476
What type of difficulty, if any, did you encounter with the navigation process? Encountered no difficulties with the navigation
Drop down, select one single N
Could not determine the best link on most pages




Could not navigate back to previous information




Would often feel lost, not know where I was




Had difficulty finding related information




Too many links or navigational choices




Links did not take me where I expected




Could not get started or did not know where to begin




Had difficulty finding detailed information




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




Navigation did not support what I was trying to accomplish




Navigated to the general area but could not find the specific information I needed




Other




6412
What other information would you like to see on our site? More information on Treasury securities
Radio button, one-up vertical single Y
More information on TreasuryDirect




Better instructions on using TreasuryDirect B



Other A



6413 A If you answered "Other" above, please specify other information.

Text area, no char limit
N
7829 B If you answered “better instructions on using TreasuryDirect” above, please provide some specifics of how can we improve the instructions to make it easier for you to use the TreasuryDirect site.

Text area, no char limit
N
6414
If you could make one improvement to this site, what would it be?

Text area, no char limit
N
AED08473
Which of the following do you use to connect to the Internet? Dial-up service
Drop down, select one single Y Internet connection

DSL or cable modem




T-1 or T-3 (High Speed local area network)



6415
What is your gender? Female
Drop down, select one single N
Male




6416
Which range best describes your age? Under 18
Drop down, select one single N
18-24




25-34




35-44




45-54




55-64




65-74




75-84




85 or older




6417
Which of the following indicates the highest level of education you have completed? Grade school or some high school
Drop down, select one single N
High school graduate or GED




Some college/vocational school




College graduate




Some postgraduate school




Graduate/professional degree




AED07604
Please rate how thoroughly this website discloses information about what this agency is doing. 1=Poor
Radio button, scale, has don't know Single Y


2






3






4






5






6






7






8






9






10=Excellent






Don't know




AED07605
Please rate how quickly agency information is made available on this website. 1=Poor
Radio button, scale, has don't know Single Y


2






3






4






5






6






7






8






9






10=Excellent






Don't know




AED07606
Please rate how well information about what this agency is doing can be accessed by the public on this website. 1=Poor
Radio button, scale, has don't know Single Y


2






3






4






5






6






7






8






9






10=Excellent






Don't know




AED07607
Please rate how well this website provides opportunities for you to participate in policymaking. 1=Poor
Radio button, scale, has don't know Single Y


2






3






4






5






6






7






8






9






10=Excellent






Don't know




AED07608
Please rate how well this website encourages you to share your ideas and knowledge with this agency. 1=Poor
Radio button, scale, has don't know Single Y


2






3






4






5






6






7






8






9






10=Excellent






Don't know




AED07609
Please rate how well this website solicits public input on important issues this agency addresses. 1=Poor
Radio button, scale, has don't know Single Y


2






3






4






5






6






7






8






9






10=Excellent






Don't know




AED07610
Based on information you have seen on this website, please rate how well this agency collaborates with other parts of the government. 1=Poor
Radio button, scale, has don't know Single Y


2






3






4






5






6






7






8






9






10=Excellent






Don't know




AED07611
Based on information you have seen on this website, please rate how well this agency collaborates with the private sector. 1=Poor
Radio button, scale, has don't know Single Y


2






3






4






5






6






7






8






9






10=Excellent






Don't know




AED07612
Please rate how well this website provides tools that facilitate interactive discussions with the public. 1=Poor
Radio button, scale, has don't know Single Y


2






3






4






5






6






7






8






9






10=Excellent






Don't know




AED07613
Please rate your level of trust in this agency. 1-=Not at all Trustworthy
Radio button, scale, no don't know Single Y


2






3






4






5






6






7






8






9






10=Very Trustworthy




AED07614
Please rate your likelihood to express your thoughts or ideas to this agency in the next 90 days. 1=Very Unlikely
Radio button, scale, no don't know Single Y


2






3






4






5






6






7






8






9






10=Very Likely




AED07615
Please rate your likelihood to participate in a discussion with this agency online using chat, wikis, discussion boards, or blogs in the next 90 days. 1=Very Unlikely
Radio button, scale, no don't know Single Y


2






3






4






5






6






7






8






9






10=Very Likely




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