796 2014 796 USDA FNS Premium Enterprise

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

2014 796 USDA FNS_ Premium Enterprise_ 5-1-14.xlsx

2014 794 ABMC SiteGov - 2014 797 USPTO CC Survey

OMB: 1090-0008

Document [xlsx]
Download: xlsx | pdf

Overview

Welcome and Thank You Text
USDA FNS Enterprise Model
FoodAndNutritionService
SummerFoodsService Program


Sheet 1: Welcome and Thank You Text

Model Instance Name:








FILL IN MEASURE NAME







MID: Existing Measure - Please fill in; New Measure - DOT will fill in






Date: Fill In Date








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 and Thank you text shown in the boxes below. Please read comments before using any of the text.









Examples


Welcome Text Example































Welcome Text









bharati.hulbanni: if STORES MEASURE: do NOT use any welcome text. Thank you for visiting our site. You've been randomly chosen to take part in a brief survey to let us know what we're doing well and where we can improve.

Please take a few minutes to share your opinions, which are essential in helping us provide the best online experience possible.



























































































Thank You Text Example


















DEFAULT Thank You Text












bharati.hulbanni: TY text can be used for all measure types (call center, web, stores, mobile etc.) Thank you for taking our survey - and for helping us serve you better. We appreciate your input!







































































ALTERNATE WEB Thank You Text











bharati.hulbanni: Use this TY text ONLY for WEB Thank you for taking our survey - and for helping us serve you better.

Please note you will not receive a response from us based on your survey comments. If you would like us to contact you about your feedback, please visit the Contact Us section of our website.





































































































































Sheet 2: USDA FNS Enterprise Model

Model Instance Name:







FILL IN MEASURE NAME







MID:
Existing Measure - Please fill in; New Measure - DOT will fill in




Partitioned (Y/N)? N







FPI Included(Y/N)? N







NOTE: All non-partitioned surveys will NOT be imputed and the elements will be rotated as a default unless otherwise specified and approved by Research.




Date:
1/27/2014




FILL IN MEASURE NAME
Model questions utilize the ForeSee CXA methodology to determine scores and impacts


ELEMENTS (drivers of satisfaction)

CUSTOMER SATISFACTION

FUTURE BEHAVIORS

MQ Label

MQ Label

MQ Label


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

Satisfaction

Use Web Channel Over Others (1=Very Unlikely, 10=Very Likely)

Navigation - Organized Please rate how well the site is organized.
Satisfaction - Overall What is your overall satisfaction with this site?
(1=Very Dissatisfied, 10=Very Satisfied)

Use Web Channel Over Others How likely are you to use this site rather than seeking information from other channels (e.g., telephone)?

Navigation - Options Please rate the options available for navigating this site.
Satisfaction - Expectations How well does this site meet your expectations?
(1=Falls Short, 10=Exceeds)

Recommend Recommend (1=Very Unlikely, 10=Very Likely)

Navigation - Layout Please rate how well the site layout helps you find what you need.
Satisfaction - Ideal 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?


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



Return Return (1=Very Unlikely, 10=Very Likely)

Site Performance - Loading Please rate how quickly pages load on this site.




How likely are you to return to this site?

Site Performance - Consistency Please rate the consistency of speed from page to page on this site.






Site Performance - Completeness Please rate how completely the page content loads on this site.







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






Look and Feel - Appeal Please rate the visual appeal of this site.






Look and Feel - Balance Please rate the balance of graphics and text on this site.






Look and Feel - Readability Please rate the readability of the pages on this site.




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


Site Information - Thoroughness Please rate the thoroughness of information provided on this site.


Site Information - Understandable Please rate how understandable this site’s information is.


Site Information - Answers Please rate how well the site’s information provides answers to your questions.

































































































Sheet 3: FoodAndNutritionService



red & strike-through: DELETE








underlined & italicized: RE-ORDER








pink: ADDITION






1/27/2014 blue + -->: REWORDING

















bharati.hulbanni: there should be NO MORE THAN ONE LETTER IN HERE (Skip Logic Label) Skip Logic Label Question Text Answer Choices
(limited to 50 characters)
Skip to Type (select from list) Single or Multi Required
Y/N
bharati.hulbanni: Can not have more than one CQ GroupType (denoted by an *) within one colored group in 'Special Instructions' . Special Instructions CQ Label

How frequently do you visit the USDA Food and Nutrition Service website? This is my first visit
Drop down, select one Single Y
FNS_Visit Frequency


Every few months or less often








Monthly








Weekly








Daily/more than once a day







What is your role in visiting the USDA Food and Nutrition Service website today? General Public
Drop down, select one Single Y Skip Logic Group* FNS_Role


Government Employee








USDA FNS Program Advocate








Healthcare Professional








Recipient of Food Assistance Benefits








School Official (e.g., Teacher, Principal, Administrator)








Student








Media








Job Searcher








Other (please specify) A





A Please specify your role:

Text area, no char limit Single N Skip Logic Group* FNS_OE:Role










What is your primary reason for visiting the USDA Food and Nutrition Service website today? How to apply for SNAP benefits
Drop down, select one Single Y Skip Logic Group* FNS_Visit Reason


How to apply for WIC benefits








Become a SNAP retailer








Food safety








Child nutrition








Disaster assistance








Apply for a grant








Fact Sheets (e.g., USDA Foods Fact Sheets, etc.)








Learn about USDA FNS initiatives (e.g., Farm to School,etc.)








Agency information for USDA FNS (e.g., contact, history, careers,etc.)








Find volunteer opportunities








Other (please specify) B





B Please tell us your primary reason for visiting:

Text area, no char limit Single N
FNS_OE:Reason










Did you find what you were looking for on the USDA Food and Nutrition Service website today? Yes
Drop down, select one Single Y Skip Logic Group* FNS_Able To Find


No C





C Please tell us specifically what you were looking for:

Text area, no char limit Single N Skip Logic Group* FNS_OE:Find










How did you look for information on/navigate the USDA Food and Nutrition Service website today? (Please select all that apply) Search feature D Checkbox, one-up vertical Multi Y Skip Logic Group* FNS_Look For Info


Advanced search feature D







Top navigation bar E







Left navigation bar E







Links in the center of the page E







A-Z map E







Site map E







Other E





D Please tell us about your experience with the search feature today. (Please select all that apply) DOT: mutually exclusive I had no difficulty using the search feature on this site
Checkbox, one-up vertical Multi N Skip Logic Group* FNS_Search Experience


Results were not relevant/not what I wanted








Too many results/I needed to refine my search








Not enough results








Returned NO results








Received error message(s)








Search speed was too slow








I experienced a different search issue






E How would you describe your navigation experience on the USDA Food and Nutrition Service website today? (Please select all that apply) DOT: mututally exclusive I had no difficulty navigating/browsing on this site
Checkbox, one-up vertical Multi N Skip Logic Group* FNS_Navigation Experience


Links often did not take me where I expected








Had difficulty finding relevant information








Links/labels are difficult to understand








Too many links/navigational options to choose from








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








Could not navigate back to previous information








I had a navigation difficulty not listed







Do you interact with USDA through any of the following social media sites? (Please select all that apply) Facebook
Checkbox, one-up vertical Multi N
FNS_SocialMedia


Twitter








YouTube








Flickr








ThunderClap








DOT: mututally exclusive No, I do not interact with USDA through social media sites








Other







If you could make one improvement to the USDA Food and Nutrition Service website, what would it be?

Text area, no char limit Single N
FNS_OE:Improvement










Sheet 4: SummerFoodsService Program



red & strike-through: DELETE








underlined & italicized: RE-ORDER








pink: ADDITION






1/27/2014 blue + -->: REWORDING

















bharati.hulbanni: there should be NO MORE THAN ONE LETTER IN HERE (Skip Logic Label) Skip Logic Label Question Text Answer Choices
(limited to 50 characters)
Skip to Type (select from list) Single or Multi Required
Y/N
bharati.hulbanni: Can not have more than one CQ GroupType (denoted by an *) within one colored group in 'Special Instructions' . Special Instructions CQ Label

How frequently do you visit the Summer Food Service Program pages? This is my first visit
Drop down, select one Single Y
SFSP_Visit Frequency


Every few months or less often








Monthly








Weekly








Daily/more than once a day







What is your role in visiting the Summer Food Service Program pages today? General Public
Drop down, select one Single Y Skip Logic Group* SFSP_Role


Student








Parent








School Official (e.g., Teacher, Principal, Administrator)








Site Representative for SFSP








Sponsor Representative for SFSP








Partnering Organization of SFSP








Government Employee








Media








Other (please specify) A





A Please specify your role:

Text area, no char limit Single N Skip Logic Group* SFSP_OE:Role










What is your primary reason for visiting the Summer Food Service Program pages today? How to become a Sponsor (Manages SFSP Feeding Site)
Drop down, select one Single Y Skip Logic Group* SFSP_Visit Reason


How to become a Site (Physical Location to Serve SFSP Meals)








Income eligibility guidelines








Contact information for state agency








Volunteer opportunities








State agency toolkit Information (e.g., Policy, Tip Sheets for Gov't)








Partnering organizations toolkit information (e.g., Outreach, Hosting Events)








Sponsorship toolkit information (e.g., Meal Planning, Vendor Relations)








Sites toolkit information (e.g., Site Programming, Sponsor Relations)








Other (please specify) B





B Please tell us your primary reason for visiting:

Text area, no char limit Single N
SFSP_OE:Reason










Did you find what you were looking for on the Summer Food Service Program pages today? Yes
Drop down, select one Single Y Skip Logic Group* SFSP_Able To Find


No C





C Please tell us specifically what you were looking for:

Text area, no char limit Single N Skip Logic Group* SFSP_OE:Find










How did you look for information on/navigate the Summer Food Service Program pages today? (Please select all that apply) Search feature D Checkbox, one-up vertical Multi Y Skip Logic Group* SFSP_Look For Info


Advanced search feature D







Top navigation bar E







Left navigation bar E







Links in the center of the page E







A-Z map E







Site map E







Other E





D Please tell us about your experience with the search feature today. (Please select all that apply) DOT: mutually exclusive I had no difficulty using the search feature on this site
Checkbox, one-up vertical Multi N Skip Logic Group* SFSP_Search Experience


Results were not relevant/not what I wanted








Too many results/I needed to refine my search








Not enough results








Returned NO results








Received error message(s)








Search speed was too slow








I experienced a different search issue






E How would you describe your navigation experience on the Summer Food Service Program pages today? (Please select all that apply) DOT: mututally exclusive I had no difficulty navigating/browsing on this site
Checkbox, one-up vertical Multi N Skip Logic Group* SFSP_Navigation Experience


Links often did not take me where I expected








Had difficulty finding relevant information








Links/labels are difficult to understand








Too many links/navigational options to choose from








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








Could not navigate back to previous information








I had a navigation difficulty not listed







Do you interact with USDA through any of the following social media sites? (Please select all that apply) Facebook
Checkbox, one-up vertical Multi N
SFSP_SocialMedia


Twitter








YouTube








Flickr








ThunderClap








DOT: mututally exclusive No, I do not interact with USDA through social media sites








Other







If you could make one improvement to the Summer Food Service Program pages, what would it be?

Text area, no char limit Single N
SFSP_OE:Improvement









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