778 2014 778 Fmcsa 2-28-14

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

2014 778 FMCSA 2-28-14.xlsx

2014 776 CIA - 2014 778 FMCSA

OMB: 1090-0008

Document [xlsx]
Download: xlsx | pdf

Overview

Welcome and Thank You Text
Current Model Qsts
Custom Qsts 2-14-2014
Current Custom Qsts


Sheet 1: Welcome and Thank You Text

Model Instance Name:








FMCSA Satisfaction Survey v2







MID: Is5BUVkg5cYYIodcMp5ARg==






Date: 4/12/2013








Welcome and Thank You Text













Directions:










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









Examples


Welcome Text Example































Welcome Text









Thank you for visiting the Federal Motor Carrier Safety Administration (FMCSA), U.S. Department of Transportation website. You have been randomly selected to take part in this survey that is being conducted by ForeSee Results on behalf of the FMCSA. Please take a minute or two to give us your opinions. The feedback you provide will help FMCSA enhance its site and serve you better in the future. All results are strictly confidential.



























































































Thank You Text Example


















Thank You Text












Thank you for your time in completing this survey. Your input is very valuable and will be taken into consideration.





























































































































































































































Sheet 2: Current Model Qsts

Model Instance Name:




FMCSA Satisfaction Survey v2




MID: Is5BUVkg5cYYIodcMp5ARg==



Date: 4/12/2013


FMCSA Satisfaction Survey v2Model 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
Return (1=Very Unlikely, 10=Very Likely)

Please rate your perception of 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)

Primary Resource (1=Very Unlikely, 10=Very Likely)

Please rate the visual appeal of this site.
How likely are you to use this site as your primary resource for obtaining information about FMCSA programs?

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 this agency to act in my best interests.

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


I consider this agency to be trustworthy.

Please rate how well the site is organized.


This agency can be trusted to do what is right.

Please rate the options available for navigating this site.




Please rate how well the site layout helps you find what you are looking for.




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




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




Please rate the relevance of search results on this site.




Please rate the organization of search results on this site.




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




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)




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.




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




Please rate how thoroughly this website discloses information about what this agency is doing.




Please rate how quickly agency information is made available on this website.




Please rate how well information about this agency's actions can be accessed by the public on this website.





















































Sheet 3: Custom Qsts 2-14-2014

Model Instance Name: FMCSA Satisfaction Survey v2

red & strike-through: DELETE








underlined & italicized: RE-ORDER





MID: Is5BUVkg5cYYIodcMp5ARg==

pink: ADDITION





Date: 2/14/2014 blue + -->: REWORDING















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
AML000026
How frequently do you visit this site? First time
Dropdown (Select-one) Single Y Skip Logic Group Frequency of visits



Daily A







Weekly A







Monthly A







1 to 4 Times Per Year A




NEW A Did you notice any changes to the FMCSA home page during your visit today? Yes B, C Radio button, one-up vertical Single Y




No





NEW B The new website made it easier to determine which section I needed to navigate to. Strongly Disagree
Radio button, scale, has don't know Single Y




Disagree








Neutral








Agree








Strongly Agree








Don't know





NEW C The new layout on the website made it easier to find the information I was looking for. Strongly Disagree
Radio button, scale, has don't know Single Y




Disagree








Neutral








Agree








Strongly Agree








Don't know





AML000027
How would you best describe yourself? Broker
Dropdown (Select-one) Single Y Skip Logic Group Describe yourself



Consultant








Driver








Federal, State, or Local Government Staff (but not FMCSA)








FMCSA staff








General Public








Insurance Professional








Legal Professional








Medical Professional








Owner / Operator








Press / Media








Researcher / Student








Safety Professional








Truck / Bus Company Staff








Truck / Bus Company Management








Truck / Bus Group or Association Staff








Other A




AML000028 A If you answered "other" to 'which category describes you best', please specify:

Text area, no char limit
N Skip Logic Group Other_Describes you
AML000029
What best describes your organization? Operates large trucks or buses as the primary business
Drop down, select one Single Y
Describes Organization



Operates large trucks or buses, but not as the primary business








Supports the Motor Carrier Industry (e.g., Consulting, Legal)








Association








Household Goods Mover








Government








Press / Media








Medical








Educational








Other





AML000030
How many years have you been involved with the Motor Carrier industry? Less than 1 year
Drop down, select one Single Y
Years with Motor Carrier



1 to 3








4 to 10








More than 10








Does not apply





AML000031
If you work with or for a motor carrier, how many trucks and/or buses does that company operate (leased or owned)? 1 to 6
Drop down, select one Single Y
If work with MC trucks



7 to 20








21 to 100








More than 100








Does not apply





AML000032
What type of information were you primarily looking for on this website? Rules & Regulations
Radio button, one-up vertical Single Y Skip Logic Group Looking for



Hazardous Materials








Registration, Licensing & Insurance








Safety & Security








Facts, Research & Technology








Forms








Consumer Information








Contact Information








General Information About FMCSA








Cross Border








Medical Programs








Training Programs for FMCSA and Field Staff








How to file a household goods consumer complaint








How to file a commercial or safety complaint








Other A




AML000033 A What type of information were you looking for?

Text field, <100 char
N Skip Logic Group Other - type of information
ACQWro0009884
Did you find what you were looking for today? Yes
Radio button, one-up vertical Single Y Skip Logic Group Did you find it



No A, B







Still Looking






A No, I wanted to:

Text area, no char limit
N Skip Logic Group OE_Did not find

B What will you do next? (Please select all that apply.) Nothing, although I did not find/complete what I wanted
Checkbox, one-up vertical Multi N Skip Logic Group Do next



Try the site again later








Call the FMCSA toll free number








Try to contact FMCSA by e-mail








Other (please specify) C





C What else will you do next?

Text area, no char limit
N Skip Logic Group OE_Do next
AML000034
Which of the following did you primarily use on this website today to find the information you were looking for? Alphabetical Keyword List
Checkbox, one-up vertical Multi Y Skip Logic Group Primarily use to find info



Left-Hand Navigation Menu B







Website Links in the Text








Search Box on this Site C, D







Site Map








Tabs at Top of the Page








Other A




AML000035 A How did you primarily look for information on the site today?

Text field, <100 char
N Skip Logic Group Other - find information

B Was the left-hand navigation menu helpful? Yes
Radio button, one-up vertical Single N Skip Logic Group Nav Helpful



No





AML000039
Did you use the search feature today? Yes A,B Radio button, one-up vertical Single Y Skip Logic Group Search



No





AML000040 A C Were the search results helpful? Yes
Radio button, one-up vertical Single Y Skip Logic Group Search Helpful



No





AML000041 B D Did you encounter any difficulty with the search feature? Yes C E Radio button, one-up vertical Single Y Skip Logic Group Encounter Search Difficulty



No





AML000042 C E What type of difficulty did you primarily encounter? It returned no results

Drop down, select one Single Y Skip Logic Group Search Difficulties



It returned too many results








It returned too few results








Results links were broken D F







Results were not relevant to my search terms or needs E G







Results were too similar/redundant








Search required too many attempts








I was not sure what words to use in my search








Search speed was too slow








Search results were not organized well








Other F H




AML000043 D F Which results links were broken?

Text area, no char limit
N Skip Logic Group OE_Broken Search Links
AML000044 E G What search term/keyword did you use?

Text area, no char limit
N Skip Logic Group OE_Search Keywords Used
AML000045 F H What type of difficulty did you primarily encounter?

Text area, no char limit
N Skip Logic Group OE_Search Difficulties
AML000036
How would you describe your navigation experience on this site today? (Please select all that apply.) Did not have difficulty while looking for information on this site
Checkbox, one-up vertical Single Y Skip Logic Group Navigation



Links did not take me where I expected








Links/labels were difficult to understand








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







Did not know how to get back to previous pages visited








To many links to choose from








Other B




AML000037 A What technical difficulties did you encounter?

Text area, no char limit
N Skip Logic Group OE_Technical Difficulties
AML000038 B What other difficulty did you have while looking for information on this site?

Text area, no char limit
N Skip Logic Group OE_Navigation
AML000046
On the FMCSA main website, which enhancement would help you most? Simplify the online registration process
Drop down, select one Single Y OPS Group Which enhancement



Make it easier to look up information about a company








Reduce amount of information on each page








Make it easier to find information on a page








Improve navigation between sections of the site








Make the FMCSA search function easier to use








Does not apply








Visit other building product sites








Other (please specify) A




AML000047 A Which enhancement would help you the most on the FMCSA main site?

Text field, <100 char
N OPS Group Other - enhancement


Do you use a mobile device (smartphone, tablet, etc.) to access the web? Yes A, C, D Radio button, one-up vertical Single Y Skip Logic Group Use mobile



No






A On what types of mobile devices do you typically access websites? (Please select all that apply.) Smartphone (iPhone, Android, Google phone, etc.)
Checkbox, one-up vertical Multi Y Skip Logic Group Mobile type



Tablet (iPad, Nexus tablet, etc.)








Other type of mobile device (please specify) B





B What other type of mobile device do you use?

Text area, no char limit
N Skip Logic Group OE_Mobile type

C Have you used FMCSA's mobile website in the past 90 days? Yes
Radio button, one-up vertical Single Y Skip Logic Group Used mobile 90d



No






D What information would you like to see on FMCSA's mobile website?

Text area, no char limit
N Skip Logic Group Preferred info mobile
AML000048
What information would you like to see on this website that is not currently available?

Text area, no char limit
N
Info to see
AML000049
What can FMCSA do to improve this website?

Text area, no char limit
N
How to improve
AML000050
If FMCSA provided a page dedicated to one specific topic, what topic would be most helpful to you?

Text area, no char limit
N
Topic most helpful

Sheet 4: Current Custom Qsts

Model Instance Name: FMCSA Satisfaction Survey v2

red & strike-through: DELETE








underlined & italicized: RE-ORDER





MID: Is5BUVkg5cYYIodcMp5ARg==

pink: ADDITION





Date: 4/12/2013 blue + -->: REWORDING















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
AML000026
How frequently do you visit this site? First time
Dropdown (Select-one) Single Y
Frequency of visits



Daily








Weekly








Monthly








1 to 4 Times Per Year





AML000027
How would you best describe yourself? Broker
Dropdown (Select-one) Single Y Skip Logic Group Describe yourself



Consultant








Driver








Federal, State, or Local Government Staff (but not FMCSA)








FMCSA staff








General Public








Insurance Professional








Legal Professional








Medical Professional








Owner / Operator








Press / Media








Researcher / Student








Safety Professional








Truck / Bus Company Staff








Truck / Bus Company Management








Truck / Bus Group or Association Staff








Other A




AML000028 A If you answered "other" to 'which category describes you best', please specify:

Text area, no char limit
N Skip Logic Group Other_Describes you
AML000029
What best describes your organization? Operates large trucks or buses as the primary business
Drop down, select one Single Y
Describes Organization



Operates large trucks or buses, but not as the primary business








Supports the Motor Carrier Industry (e.g., Consulting, Legal)








Association








Household Goods Mover








Government








Press / Media








Medical








Educational








Other





AML000030
How many years have you been involved with the Motor Carrier industry? Less than 1 year
Drop down, select one Single Y
Years with Motor Carrier



1 to 3








4 to 10








More than 10








Does not apply





AML000031
If you work with or for a motor carrier, how many trucks and/or buses does that company operate (leased or owned)? 1 to 6
Drop down, select one Single Y
If work with MC trucks



7 to 20








21 to 100








More than 100








Does not apply





AML000032
What type of information were you primarily looking for on this website? Rules & Regulations
Radio button, one-up vertical Single Y Skip Logic Group Looking for



Hazardous Materials








Registration, Licensing & Insurance








Safety & Security








Facts, Research & Technology








Forms








Consumer Information








Contact Information








General Information About FMCSA








Cross Border








Medical Programs








Training Programs for FMCSA and Field Staff








How to file a household goods consumer complaint








How to file a commercial or safety complaint








Other A




AML000033 A What type of information were you looking for?

Text field, <100 char
N Skip Logic Group Other - type of information
ACQWro0009884
Did you find what you were looking for today? Yes
Radio button, one-up vertical S Y
Did you find it



No








Still Looking





AML000034
Which of the following did you primarily use on this website today to find the information? Alphabetical Keyword List
Radio button, one-up vertical Single Y Skip Logic Group Primarily use to find info



Left-Hand Navigation








Website Links in the Text








Search Box on this Site








Site Map








Tabs at Top of the Page








Other A




AML000035 A How did you primarily look for information on the site today?

Text field, <100 char
N Skip Logic Group Other - find information
AML000036
How would you describe your navigation experience on this site today? (Please select all that apply.) Did not have difficulty while looking for information on this site
Checkbox, one-up vertical Single Y Skip Logic Group Navigation



Links did not take me where I expected








Links/labels were difficult to understand








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







Did not know how to get back to previous pages visited








To many links to choose from








Other B




AML000037 A What technical difficulties did you encounter?

Text area, no char limit
N Skip Logic Group OE_Technical Difficulties
AML000038 B What other difficulty did you have while looking for information on this site?

Text area, no char limit
N Skip Logic Group OE_Navigation
AML000039
Did you use the search feature today? Yes A,B Radio button, one-up vertical Single Y Skip Logic Group Search



No





AML000040 A Were the search results helpful? Yes
Radio button, one-up vertical Single Y Skip Logic Group Search Helpful



No





AML000041 B Did you encounter any difficulty with the search feature? Yes C Radio button, one-up vertical Single Y Skip Logic Group Encounter Search Difficulty



No





AML000042 C What type of difficulty did you primarily encounter? It returned no results

Drop down, select one Single Y Skip Logic Group Search Difficulties



It returned too many results








It returned too few results








Results links were broken D







Results were not relevant to my search terms or needs E







Results were too similar/redundant








Search required too many attempts








I was not sure what words to use in my search








Search speed was too slow








Search results were not organized well








Other F




AML000043 D Which results links were broken?

Text area, no char limit
N Skip Logic Group OE_Broken Search Links
AML000044 E What search term/keyword did you use?

Text area, no char limit
N Skip Logic Group OE_Search Keywords Used
AML000045 F What type of difficulty did you primarily encounter?

Text area, no char limit
N Skip Logic Group OE_Search Difficulties
AML000046
On the FMCSA main website, which enhancement would help you most? Simplify the online registration process
Drop down, select one Single Y OPS Group Which enhancement



Make it easier to look up information about a company








Reduce amount of information on each page








Make it easier to find information on a page








Improve navigation between sections of the site








Make the FMCSA search function easier to use








Does not apply








Visit other building product sites








Other (please specify) A




AML000047 A Which enhancement would help you the most on the FMCSA main site?

Text field, <100 char
N OPS Group Other - enhancement
AML000048
What information would you like to see on this website that is not currently available?

Text area, no char limit
N
Info to see
AML000049
What can FMCSA do to improve this website?

Text area, no char limit
N
How to improve
AML000050
If FMCSA provided a page dedicated to one specific topic, what topic would be most helpful to you?

Text area, no char limit
N
Topic most helpful
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