806 2014 806 Travel State

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

2014 806 Travel State 5-13-14.xlsx

2014 800 PSC Milestone Survey - 2014 808 VA eBenefits

OMB: 1090-0008

Document [xlsx]
Download: xlsx | pdf

Overview

Current Model Qsts
Current Custom Qsts
Custom Qsts (8-5-11)
Custom Qsts (7-7-11)
Custom Qsts (5-4-11)


Sheet 1: Current Model Qsts

Model Instance Name:




Travel.State Satisfaction Survey v2




MID: kd8shdQFgAcNBhgM8phtAg==



Date: 9/9/2009







Travel.State Satisfaction Survey v2 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=Not Very Likely, 10=Very Likely)
1 Please rate the <strong>accuracy of information</strong> on this site. 21 What is your <strong>overall satisfaction</strong> with this site?
(1=Very Dissatisfied, 10=Very Satisfied)
24 How likely are you to <strong>return to this site</strong>?
2 Please rate the <strong>quality of information</strong> on this site. 22 How well does this site <strong>meet your expectations</strong>?
(1=Falls Short, 10=Exceeds)

Recommend (1=Not Very Likely, 10=Very Likely)
3 Please rate the <strong>freshness of content</strong> on this site. 23 How does this site <strong>compare to your idea of an ideal website</strong>?
(1=Not Very Close, 10=Very Close)
25 How likely are you to <strong>recommend this site to someone else</strong>?

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


Primary Resource (1=Not Very Likely, 10=Very Likely)
4 Please rate the <strong>visual appeal</strong> of this site.

26 How likely are you to use this site as your <strong>primary resource</strong> for travel information and requirements?
5 Please rate the <strong>balance of graphics and text</strong> on this site.

27 Future Participation (1=Very Unlikely, 10=Very Likely)
6 Please rate the <strong>readability of the pages</strong> on this site.

28 How likely are you to <strong>express your thoughts or ideas to this agency</strong> in the next 90 days?

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


Trust (1=Strongly Disagree, 10=Strongly Agree)
7 Please rate <strong>how well the site is organized</strong>.

29 I can count on this agency to <strong>act in my best interests</strong>.
8 Please rate the <strong>options available for navigating</strong> this site.


I consider this agency to be <strong>trustworthy</strong>.
9 Please rate <strong>how well the site layout helps you find what you are looking for</strong>.

30 This agency can be trusted to <strong>do what is right</strong>.
10 Please rate the <strong>number of clicks to get where you want</strong> on this site.




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



11 Please rate the <strong>relevance of search results</strong> on this site.



12 Please rate the <strong>organization of search results</strong> on this site.



13 Please rate how well the <strong>search results help you decide what to select</strong>.



14 Please rate how well the <strong>search feature helps you to narrow the results</strong> to find what you want.




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



15 Please rate how <strong>quickly pages load</strong> on this site.



16 Please rate the <strong>consistency of speed from page to page</strong> on this site.



17 Please rate the <strong>ability to load pages without getting error messages</strong> on this site.




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



18 Please rate how <strong>thoroughly</strong> this website <strong>discloses information</strong> about what this agency is doing.



19 Please rate how <strong>quickly agency information is made available</strong> on this website.



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




Sheet 2: Current Custom Qsts

Model Instance Name: red & strike-through: DELETE




Travel.State Satisfaction Survey v2 underlined & italicized: RE-ORDER




MID: kd8shdQFgAcNBhgM8phtAg== pink: ADDITION




Date: 7/1/11 blue + -->: REWORDING







violet (bold): SKIP-LOGIC




Travel.State Satisfaction Survey v2 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
Notes
AKR5666
How frequently do you visit this site? First time
Dropdown (Select-one) Single Y



More than once a day







Daily







About once a week







About once a month







Every 6 months or less




AKR5667
Which citizenship status describes you? U.S. citizen
Dropdown (Select-one) Single Y



Non-U.S. citizen







Dual citizen of the U.S. and another country







Prefer not to answer




AKR5668
Which of the following describe your role when visiting this site (check all that apply)? Tourist
Checkbox One Up Vertical Multi Y



Business traveler







Student







Parent







Employer







Immigrant to the U.S. or Legal Permanent Resident







Visa Applicant







Part of a mixed-nationality family







Petitioner/Sponsor for Immigrant







Professor or Teacher







Work in Travel industry







Work in Law enforcement







Government official or employee







Legal/judicial professional







Member of the military







Journalist/media







Retiree







Volunteer







Other, please specify: A



AKR5669 A Other role:

Open-ended
N
AKR5670
Where do you live primarily now? In the U.S.
Dropdown (Select-one) Single Y



Outside of the U.S.







Prefer not to answer




AKR5671
Which area of the site are you primarily visiting today? International Travel & Country Information B Radio Button One Up Vertical Single Y



Passports C






Visas D






Child Abductions E






Adoptions F






Law & Policy G






Students Abroad H



ACQCol0006097 B What is your primary reason for visiting this site today? Find out about a major crisis abroad
Radio Button One Up Vertical Single Y International Travel choices



Get information about travel to other countries







Register travel plans with a U.S. Embassy







Get services for Americans abroad







Locate/contact U.S. Embassy or Consulate abroad







Contact the Department of State







Obtain statistics and/or reports







Other, please specify: BB



ACQCol0006118 BB Other reason:

Open-ended
N
ACQCol0006119 C What is your primary reason for visiting this site today? Apply for or renew U.S. passport
Radio Button One Up Vertical Single Y Passports choices



Apply for or renew U.S. passport card







Get general information on passports







Check passport application status







Register travel plans with a U.S. Embassy







Locate/contact U.S. Embassy or Consulate abroad







Contact the Department of State







Obtain statistics and/or reports







Other, please specify: CC



ACQCol0006120 CC Other reason:

Open-ended
N
ACQCol0006121 D What is your primary reason for visiting this site today? Find out if a visa is needed to enter the U.S.
Radio Button One Up Vertical Single Y Visas choices



Find out how to apply for a visa







Apply for a visa to visit the U.S.







Apply for a visa to immigrate to the U.S.







Following instructions from National Visa Center







Checking on my Visa application







Help family member(s) immigrate to the U.S.







Help someone else with visa application







Check latest Visa Bulletin







Locate/contact U.S. Embassy or Consulate abroad







Contact the Department of State







Obtain statistics and/or reports







Other, please specify: DD



ACQCol0006122 DD Other reason:

Open-ended
N
ACQCol0006123 E What is your primary reason for visiting this site today? Learn how to respond to an abduction
Radio Button One Up Vertical Single Y Child Abductions choices



Get information about preventing an abduction







Locate information about a country's laws







Locate/contact U.S. Embassy or Consulate abroad







Contact the Department of State







Obtain statistics and/or reports







Other, please specify: EE



ACQCol0006124 EE Other reason:

Open-ended
N
ACQCol0006125 F What is your primary reason for visiting this site today? Browsing to learn about the overall adoption process
Radio Button One Up Vertical Single Y Adoption choices



Eligibility requirements to become an adoptive parent







Learn about a specific country's adoption process







Find adoption alerts and notices







Find specific adoption forms







Find adoption statistics or reports







Learn about the steps to get a U.S. visa for your adopted child







Locate contact information to call the State Department about adoptions







Other, please specify: FF



ACQCol0006126 FF Other reason:

Open-ended
N
ACQCol0006127 G What is your primary reason for visiting this site today? Locating Consular Notification & Access information
Radio Button One Up Vertical Single Y Law & Policy choices



Finding an attorney in another country (not the U.S.)







Learn about the judicial processes in other countries







Learn about treaties and other international agreements







Finding laws on child support issues







Locate information on marriage & divorce abroad







Locate information on birth and death abroad







Finding laws about U.S. citizenship and nationality







Locate contact information to call the State Department on laws and policies







Other, please specify: GG



ACQCol0006128 GG Other reason:

Open-ended
N
ACQCol0006129 H What is your primary reason for visiting this site today? Find out about a major crisis abroad



Students Abroad choices



Get information about travel to other countries







Register travel plans with a U.S. Embassy







Get services for Americans abroad







Locate/contact U.S. Embassy or Consulate abroad







Contact the Department of State







Obtain statistics and/or reports







Apply for or renew U.S. passport







Apply for or renew U.S. passport card







Get general information on passports







Check passport application status







Other, please specify: HH



ACQCol0006130 HH Other reason:

Open-ended
N
ACQOsl0002318
How many times have you visited this site to accomplish this task? This is my first time
Radio Button One Up Vertical Single Y



2-5 times







More than 5 times




ACQOsl0002319
Did you find everything you were looking for? Yes, I found it quickly
Radio Button One Up Vertical Single Y



Yes, but it took longer than expected







No, please specify what you were looking for: A



ACQOsl0002320 A Information not found:

Open-ended
Y
ACQOsl0002322
Please rate how clear and concise you found the writing on this site? 1=Difficult to understand A Radio button, scale, has don't know Single Y



2 A






3 A






4







5







6







7







8







9







10=very clear and concise




ACQCol0006134 A Please specify what was difficult to understand:

Open-ended
N
ACQOsl0002297
What other language would you prefer to read this site in? I'm ok with just English
Checkbox One Up Vertical Multi Y



Spanish







French







German







Arabic







Chinese







Japanese







Mandarin







Russian







Hindi







Tagalog







Farsi







Khmer







Thai







Vietnamese







Portuguese







Turkish







Urdu







Gujarati







Amharic







Telugu







Sinhalese







Other, please specify: A



ACQOsl0002298 A Other language





ACQCol0006697
Please rate the clarity of the wording on this site.
1=Poor
Radio button, scale, has don't know S Y Clear
2




3




4




5




6




7




8




9




Excellent=10




Don't know




ACQCol0006718
Please rate how well you understand the wording on this site.
1=Poor
Radio button, scale, has don't know S Y Understandable
2




3




4




5




6




7




8




9




Excellent=10




Don't know




ACQCol0006719
Please rate the site on its use of short, clear sentences.
1=Poor
Radio button, scale, has don't know S Y Concise
2




3




4




5




6




7




8




9




Excellent=10




Don't know




AKR5683
If you could make one improvement to this site, what would it be?

Open-ended
N
ACQOsl0003006
We are working to make travel.state.gov better and we would like your help! If you would like to be contacted in the future to provide additional feedback and are over the age of 18, please provide your email address.

Open-ended
N
ACQCol0006132
How old are you? Under 20
Radio Button One Up Vertical Single Y



21-30







31-40







41-50







51-60







61-70







Over 70







Prefer not to answer




ACQCol0006133
What is the highest level of education you have completed? Some high school
Radio Button One Up Vertical Single Y



Completed High School







Some college (no degree)







2-year College Degree







4-year College Degree







Master Level Degree (M.S., J.D. M.A.)







Doctorate Level Degree (Ph.D., M.D.)







Prefer not to answer





Sheet 3: Custom Qsts (8-5-11)

Model Instance Name: red & strike-through: DELETE




Travel.State Satisfaction Survey v2 underlined & italicized: RE-ORDER




MID: kd8shdQFgAcNBhgM8phtAg== pink: ADDITION




Date: 7/1/11 blue + -->: REWORDING







violet (bold): SKIP-LOGIC




Travel.State Satisfaction Survey v2 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
Notes
AKR5666
How frequently do you visit this site? First time
Dropdown (Select-one) Single Y



More than once a day







Daily







About once a week







About once a month







Every 6 months or less




AKR5667
Which citizenship status describes you? U.S. citizen
Dropdown (Select-one) Single Y



Non-U.S. citizen







Dual citizen of the U.S. and another country







Prefer not to answer




AKR5668
Which of the following describe your role when visiting this site (check all that apply)? Tourist
Checkbox One Up Vertical Multi Y



Business traveler







Student







Parent







Employer







Immigrant to the U.S. or Legal Permanent Resident







Visa Applicant







Part of a mixed-nationality family







Petitioner/Sponsor for Immigrant







Professor or Teacher







Work in Travel industry







Work in Law enforcement







Government official or employee







Legal/judicial professional







Member of the military







Journalist/media







Retiree







Volunteer







Other, please specify: A



AKR5669 A Other role:

Open-ended
N
AKR5670
Where do you live primarily now? In the U.S.
Dropdown (Select-one) Single Y



Outside of the U.S.







Prefer not to answer




AKR5671
Which area of the site are you primarily visiting today? International Travel & Country Information B Radio Button One Up Vertical Single Y



Passports C






Visas D






Child Abductions E






Adoptions F






Law & Policy G






Students Abroad H



ACQCol0006097 B What is your primary reason for visiting this site today? Find out about a major crisis abroad
Radio Button One Up Vertical Single Y International Travel choices



Get information about travel to other countries







Register travel plans with a U.S. Embassy







Get services for Americans abroad







Locate/contact U.S. Embassy or Consulate abroad







Contact the Department of State







Obtain statistics and/or reports







Other, please specify: BB



ACQCol0006118 BB Other reason:

Open-ended
N
ACQCol0006119 C What is your primary reason for visiting this site today? Apply for or renew U.S. passport
Radio Button One Up Vertical Single Y Passports choices



Apply for or renew U.S. passport card







Get general information on passports







Check passport application status







Register travel plans with a U.S. Embassy







Locate/contact U.S. Embassy or Consulate abroad







Contact the Department of State







Obtain statistics and/or reports







Other, please specify: CC



ACQCol0006120 CC Other reason:

Open-ended
N
ACQCol0006121 D What is your primary reason for visiting this site today? Find out if a visa is needed to enter the U.S.
Radio Button One Up Vertical Single Y Visas choices



Find out how to apply for a visa







Apply for a visa to visit the U.S.







Apply for a visa to immigrate to the U.S.







Following instructions from National Visa Center







Checking on my Visa application







Help family member(s) immigrate to the U.S.







Help someone else with visa application







Check latest Visa Bulletin







Locate/contact U.S. Embassy or Consulate abroad







Contact the Department of State







Obtain statistics and/or reports







Other, please specify: DD



ACQCol0006122 DD Other reason:

Open-ended
N
ACQCol0006123 E What is your primary reason for visiting this site today? Learn how to respond to an abduction
Radio Button One Up Vertical Single Y Child Abductions choices



Get information about preventing an abduction







Locate information about a country's laws







Locate/contact U.S. Embassy or Consulate abroad







Contact the Department of State







Obtain statistics and/or reports







Other, please specify: EE



ACQCol0006124 EE Other reason:

Open-ended
N
ACQCol0006125 F What is your primary reason for visiting this site today? Browsing to learn about the overall adoption process
Radio Button One Up Vertical Single Y Adoption choices



Eligibility requirements to become an adoptive parent







Learn about a specific country's adoption process







Find adoption alerts and notices







Find specific adoption forms







Find adoption statistics or reports







Learn about the steps to get a U.S. visa for your adopted child







Locate contact information to call the State Department about adoptions







Other, please specify: FF



ACQCol0006126 FF Other reason:

Open-ended
N
ACQCol0006127 G What is your primary reason for visiting this site today? Locating Consular Notification & Access information
Radio Button One Up Vertical Single Y Law & Policy choices



Finding an attorney in another country (not the U.S.)







Learn about the judicial processes in other countries







Learn about treaties and other international agreements







Finding laws on child support issues







Locate information on marriage & divorce abroad







Locate information on birth and death abroad







Finding laws about U.S. citizenship and nationality







Locate contact information to call the State Department on laws and policies







Other, please specify: GG



ACQCol0006128 GG Other reason:

Open-ended
N
ACQCol0006129 H What is your primary reason for visiting this site today? Find out about a major crisis abroad



Students Abroad choices



Get information about travel to other countries







Register travel plans with a U.S. Embassy







Get services for Americans abroad







Locate/contact U.S. Embassy or Consulate abroad







Contact the Department of State







Obtain statistics and/or reports







Apply for or renew U.S. passport







Apply for or renew U.S. passport card







Get general information on passports







Check passport application status







Other, please specify: HH



ACQCol0006130 HH Other reason:

Open-ended
N
ACQOsl0002318
How many times have you visited this site to accomplish this task? This is my first time
Radio Button One Up Vertical Single Y



2-5 times







More than 5 times




ACQOsl0002319
Did you find everything you were looking for? Yes, I found it quickly
Radio Button One Up Vertical Single Y



Yes, but it took longer than expected







No, please specify what you were looking for: A



ACQOsl0002320 A Information not found:

Open-ended
Y
ACQOsl0002322
Please rate how clear and concise you found the writing on this site? 1=Difficult to understand A Radio button, scale, has don't know Single Y



2 A






3 A






4







5







6







7







8







9







10=very clear and concise




ACQCol0006134 A Please specify what was difficult to understand:

Open-ended
N
ACQOsl0002297
What other language would you prefer to read this site in? I'm ok with just English
Checkbox One Up Vertical Multi Y



Spanish







French







German







Arabic







Chinese







Japanese







Mandarin







Russian







Hindi







Tagalog







Farsi







Khmer







Thai







Vietnamese







Portuguese







Turkish







Urdu







Gujarati







Amharic







Telugu







Sinhalese







Other, please specify: A



ACQOsl0002298 A Other language







Please rate the clarity of the wording on this site.
1=Poor
Radio button, scale, has don't know S Y Clear
2




3




4




5




6




7




8




9




Excellent=10




Don't know






Please rate how well you understand the wording on this site.
1=Poor
Radio button, scale, has don't know S Y Understandable
2




3




4




5




6




7




8




9




Excellent=10




Don't know






Please rate the site on its use of short, clear sentences.
1=Poor
Radio button, scale, has don't know S Y Concise
2




3




4




5




6




7




8




9




Excellent=10




Don't know




AKR5683
If you could make one improvement to this site, what would it be?

Open-ended
N
ACQOsl0003006
We are working to make travel.state.gov better and we would like your help! If you would like to be contacted in the future to provide additional feedback and are over the age of 18, please provide your email address.

Open-ended
N
ACQCol0006132
How old are you? Under 20
Radio Button One Up Vertical Single Y



21-30







31-40







41-50







51-60







61-70







Over 70







Prefer not to answer




ACQCol0006133
What is the highest level of education you have completed? Some high school
Radio Button One Up Vertical Single Y



Completed High School







Some college (no degree)







2-year College Degree







4-year College Degree







Master Level Degree (M.S., J.D. M.A.)







Doctorate Level Degree (Ph.D., M.D.)







Prefer not to answer





Sheet 4: Custom Qsts (7-7-11)

Model Instance Name:
red & strike-through: DELETE




Travel.State Satisfaction Survey v2
underlined & italicized: RE-ORDER




MID: kd8shdQFgAcNBhgM8phtAg==
pink: ADDITION




Date: 7/1/11
blue + -->: REWORDING








violet (bold): SKIP-LOGIC




Travel.State Satisfaction Survey v2 CUSTOM QUESTION LIST
QID Skip Logic Label Question Text Answer IDs (DOT ONLY) Answer Choices
(limited to 50 characters)
Skip to Type (select from list) Single
or
Multi
Required
Y/N
Notes
AKR5666
How frequently do you visit this site?
First time
Dropdown (Select-one) Single Y




More than once a day








Daily








About once a week








About once a month








Every 6 months or less




AKR5667
Which citizenship status describes you?
U.S. citizen
Dropdown (Select-one) Single Y




Non-U.S. citizen








Dual citizen of the U.S. and another country








Prefer not to answer




AKR5668
Which of the following describe your role when visiting this site (check all that apply)?
Tourist
Checkbox One Up Vertical Multi Y




Business traveler








Student








Parent








Employer








Immigrant to the U.S. or Legal Permanent Resident








Visa Applicant








Part of a mixed-nationality family








Petitioner/Sponsor for Immigrant








Work in Education Professor or Teacher








Work in Travel industry








Work in Law enforcement








Government official or employee








Legal/judicial professional








Member of the military








Journalist/media








Retiree








Volunteer








Other, please specify: A



AKR5669 A Other role:


Open-ended
N
AKR5670
Where do you live primarily now?
In the U.S.
Dropdown (Select-one) Single Y




Outside of the U.S.








Prefer not to answer




AKR5671
Which area of the site are you primarily visiting today?
International Travel & Country Information B Radio Button One Up Vertical Single Y




Passports C







Visas D







Child Abductions E







Adoptions F







Law & Policy G







Students Abroad H







Contact Us








Other, please specify: A



AKR5672 A Other area:

H Open-ended
N

B What is your primary reason for visiting this site today?
Find out about a major crisis abroad
Radio Button One Up Vertical Single Y International Travel choices




Get information about travel to other countries








Register travel plans with a U.S. Embassy








Get services for Americans abroad








Locate/contact U.S. Embassy or Consulate abroad








Contact the Department of State








Obtain statistics and/or reports








Other, please specify: BB




BB Other reason:


Open-ended
N

C What is your primary reason for visiting this site today?
Apply for or renew U.S. passport
Radio Button One Up Vertical Single Y Passports choices




Apply for or renew U.S. passport card








Get general information on passports








Check passport application status








Register travel plans with a U.S. Embassy








Locate/contact U.S. Embassy or Consulate abroad








Contact the Department of State








Obtain statistics and/or reports








Other, please specify: CC




CC Other reason:


Open-ended
N

D What is your primary reason for visiting this site today?
Find out if a visa is needed to enter the U.S.
Radio Button One Up Vertical Single Y Visas choices




Find out how to apply for a visa








Apply for a visa to visit the U.S.








Apply for a visa to immigrate to the U.S.








Following instructions from National Visa Center








Checking on my Visa application








Help family member(s) immigrate to the U.S.








Help someone else with visa application








Check latest Visa Bulletin








Locate/contact U.S. Embassy or Consulate abroad








Contact the Department of State








Obtain statistics and/or reports








Other, please specify: DD




DD Other reason:


Open-ended
N

E What is your primary reason for visiting this site today?
Learn how to respond to an abduction
Radio Button One Up Vertical Single Y Child Abductions choices




Get information about preventing an abduction








Locate information about a country's laws








Locate/contact U.S. Embassy or Consulate abroad








Contact the Department of State








Obtain statistics and/or reports








Other, please specify: EE




EE Other reason:


Open-ended
N

F What is your primary reason for visiting this site today?
Browsing to learn about the overall adoption process
Radio Button One Up Vertical Single Y Adoption choices




Eligibility requirements to become an adoptive parent








Learn about a specific country's adoption process








Find adoption alerts and notices








Find specific adoption forms








Find adoption statistics or reports








Learn about the steps to get a U.S. visa for your adopted child








Locate contact information to call the State Department about adoptions








Other, please specify: FF




FF Other reason:


Open-ended
N

G What is your primary reason for visiting this site today?
Locating Consular Notification & Access information
Radio Button One Up Vertical Single Y Law & Policy choices




Finding an attorney in another country (not the U.S.)








Learn about the judicial processes in other countries








Learn about treaties and other international agreements








Finding laws on child support issues








Locate information on marriage & divorce abroad








Locate information on birth and death abroad








Finding laws about U.S. citizenship and nationality








Locate contact information to call the State Department on laws and policies








Other, please specify: GG




GG Other reason:


Open-ended
N

H What is your primary reason for visiting this site today?
Find out about a major crisis abroad



Students Abroad choices




Get information about travel to other countries








Register travel plans with a U.S. Embassy








Get services for Americans abroad








Locate/contact U.S. Embassy or Consulate abroad








Contact the Department of State








Obtain statistics and/or reports








Apply for or renew U.S. passport








Apply for or renew U.S. passport card








Get general information on passports








Check passport application status








Other, please specify: HH




HH Other reason:


Open-ended
N
AKR5673
What is your <strong>primary reason</strong> for visiting this site today?
Apply for or renew U.S. passport
Radio Button One Up Vertical Single Y




Learn about/apply for U.S. passport card








Check passport application status








Get other passport services or information








Find out about a major crisis abroad








Get information about travel to other countries








Register travel plans with a U.S. Embassy








Get services for Americans abroad








Find out if a visa is needed to enter the U.S.








Apply for a visa to visit the U.S.








Apply for a visa to immigrate to the U.S.








Following instructions from National Visa Center








Checking on my Visa application








Help family member(s) immigrate to the U.S.








Help someone else with visa application








Check latest Visa Bulletin








Find information on intercountry adoption








Get information on International Parental Child Abduction








Locate/contact U.S. Embassy or Consulate abroad








Contact the Department of State








Obtain statistics and/or reports








Just browsing








Other, please specify: A



AKR5674 A Other reason:


Open-ended
N
ACQOsl0002318
How often many times have you visited this site to accomplish this task? ACQOsl0002318A01 This is my first time
Radio Button One Up Vertical Single Y



ACQOsl0002318A02 2-5 times







ACQOsl0002318A03 More than 5 times




ACQOsl0002319
Did you find everything you were looking for? ACQOsl0002319A01 Yes, I found it quickly
Radio Button One Up Vertical Single Y



ACQOsl0002319A02 Yes, but it took longer than expected







ACQOsl0002319A03 No, please specify what you were looking for: A



ACQOsl0002320 A Information not found:


Open-ended
Y
ACQOsl0002322
Please rate how clear and concise you found the writing on this site? ACQOsl0002322A01 1=Difficult to understand A Radio button, scale, has don't know Single Y



ACQOsl0002322A02 2 A






ACQOsl0002322A03 3 A






ACQOsl0002322A04 4







ACQOsl0002322A05 5







ACQOsl0002322A06 6







ACQOsl0002322A07 7







ACQOsl0002322A08 8







ACQOsl0002322A09 9








10=very clear and concise





A Please specify what was difficult to understand: ACQOsl0002322A10

Open-ended
N
ACQOsl0002297
What other language would you prefer to read this site in? What is your primary language? ACQOsl0002297A01 I'm ok with just English
Checkbox One Up Vertical Multi Y



ACQOsl0002297A02 Spanish







ACQOsl0002297A03 French








German







ACQOsl0002297A04 Arabic







ACQOsl0002297A05 Chinese








Japanese







ACQOsl0002297A06 Russian







ACQOsl0002297A07 Hindi








Tagalog








Farsi








Khmer








Thai








Vietnamese








Portuguese








Turkish








Urdu








Gujarati








Amharic








Telugu








Sinhalese







ACQOsl0002297A08 Other, please specify: A



ACQOsl0002298 A Other language






AKR5680
How did you find out about this site?
Internet search engine (ex: Google, Yahoo!, MSN)
Radio Button One Up Vertical Single Y




Referred by a friend or colleague








Referred by someone in the travel industry








Referred by someone at a school or university








Link from a U.S. Embassy web site








Link from another web site








Other, please specify: A



AKR5681 A Other source:


Open-ended
N
ACQOsl0002323
We're thinking of adding features to our site. Which of the following features would you use if available? ACQOsl0002323A01 Mobile-friendly version of the site
Checkbox One Up Vertical Multi Y



ACQOsl0002323A02 Mobile app for smartphones







ACQOsl0002323A03 Live chat help







ACQOsl0002323A04 More robust Frequency Asked Questions feature







ACQOsl0002323A05 Website in additional languages







ACQOsl0002323A06 None of these features




AKR5683
If you could make one improvement to this site, what would it be?


Open-ended
N
ACQOsl0003006
We are working to make travel.state.gov better and we would like your help! If you would like to be contacted in the future to provide additional feedback and are over the age of 18, please provide your email address.


Open-ended
N
EDO08868
Which of the following sources drove you to visit the site today? Please rank the top 3 (Rank 1 is most important).
Rank 1 (Required)
EDO08868A001 Message or recommendation from a friend on a social network
Drop down, select one Single Y



EDO08868A002 Video I saw on YouTube







EDO08868A003 Internet blogs or discussion forums







EDO08868A004 Advertising on social networks (Facebook, MySpace, Twitter)







EDO08868A005 Message directly from the Department on a social network







EDO08868A006 Mobile phone text messages or alerts







EDO08868A007 Instant Message from a friend or colleague







EDO08868A008 Familiarity with the Department







EDO08868A009 Promotional email(s) from the Department







EDO08868A010 Search engine results







EDO08868A011 Word of mouth recommendation from someone I know







EDO08868A012 TV, radio, newspaper, or magazine advertising







EDO08868A013 Internet advertising







EDO08868A014 Don't know







EDO08868A015 Other




EDO08869
Rank 2 (Optional) EDO08869A001 Message or recommendation from a friend on a social network
Drop down, select one Single N



EDO08869A002 Video I saw on YouTube







EDO08869A003 Internet blogs or discussion forums







EDO08869A004 Advertising on social networks (Facebook, MySpace, Twitter)







EDO08869A005 Message directly from the Department on a social network







EDO08869A006 Mobile phone text messages or alerts







EDO08869A007 Instant Message from a friend or colleague







EDO08869A008 Familiarity with the Department







EDO08869A009 Promotional email(s) from the Department







EDO08869A010 Search engine results







EDO08869A011 Word of mouth recommendation from someone I know







EDO08869A012 TV, radio, newspaper, or magazine advertising







EDO08869A013 Internet advertising







EDO08869A014 Don't know







EDO08869A015 Other




EDO08870
Rank 3 (Optional) EDO08870A001 Message or recommendation from a friend on a social network
Drop down, select one Single N



EDO08870A002 Video I saw on YouTube







EDO08870A003 Internet blogs or discussion forums







EDO08870A004 Advertising on social networks (Facebook, MySpace, Twitter)







EDO08870A005 Message directly from the Department on a social network







EDO08870A006 Mobile phone text messages or alerts







EDO08870A007 Instant Message from a friend or colleague







EDO08870A008 Familiarity with the Department







EDO08870A009 Promotional email(s) from the Department







EDO08870A010 Search engine results







EDO08870A011 Word of mouth recommendation from someone I know







EDO08870A012 TV, radio, newspaper, or magazine advertising







EDO08870A013 Internet advertising







EDO08870A014 Don't know







EDO08870A015 Other




EDO08871
If you heard about this website from a social network, please specify the site (i.e. Facebook, Twitter)


Text area, no char limit
N
ACQCol0005097
Please rate the simplicity of the words used on this site. ACQCol0005097A01 1=Poor
Radio button, scale, has don't know S Y
ACQCol0005097A02 2




ACQCol0005097A03 3




ACQCol0005097A04 4




ACQCol0005097A05 5




ACQCol0005097A06 6




ACQCol0005097A07 7




ACQCol0005097A08 8




ACQCol0005097A09 9




ACQCol0005097A10 10=Excellent




ACQCol0005097A11 Don't know




ACQCol0005120
Please rate the site on its use of short, clear sentences. ACQCol0005120A01 1=Poor
Radio button, scale, has don't know S Y
ACQCol0005120A02 2




ACQCol0005120A03 3




ACQCol0005120A04 4




ACQCol0005120A05 5




ACQCol0005120A06 6




ACQCol0005120A07 7




ACQCol0005120A08 8




ACQCol0005120A09 9




ACQCol0005120A10 10=Excellent




ACQCol0005120A11 Don't know




ACQCol0005121
Please rate how logically text is organized on this site. ACQCol0005121A01 1=Poor
Radio button, scale, has don't know S Y
ACQCol0005121A02 2




ACQCol0005121A03 3




ACQCol0005121A04 4




ACQCol0005121A05 5




ACQCol0005121A06 6




ACQCol0005121A07 7




ACQCol0005121A08 8




ACQCol0005121A09 9




ACQCol0005121A10 10=Excellent




ACQCol0005121A11 Don't know




ACQCol0005098
Please rate how well the site's language is focused on a central topic. ACQCol0005098A01 1=Poor
Radio button, scale, has don't know S Y
ACQCol0005098A02 2




ACQCol0005098A03 3




ACQCol0005098A04 4




ACQCol0005098A05 5




ACQCol0005098A06 6




ACQCol0005098A07 7




ACQCol0005098A08 8




ACQCol0005098A09 9




ACQCol0005098A10 10=Excellent




ACQCol0005098A11 Don't know




ACQCol0005099
Please rate how well terminology is explained on this site. ACQCol0005099A01 1=Poor
Radio button, scale, has don't know S Y
ACQCol0005099A02 2




ACQCol0005099A03 3




ACQCol0005099A04 4




ACQCol0005099A05 5




ACQCol0005099A06 6




ACQCol0005099A07 7




ACQCol0005099A08 8




ACQCol0005099A09 9




ACQCol0005099A10 10=Excellent




ACQCol0005099A11 Don't know




ACQCol0005100
Please rate this site's use of language that people like me can understand. ACQCol0005100A01 1=Poor
Radio button, scale, has don't know S Y
ACQCol0005100A02 2




ACQCol0005100A03 3




ACQCol0005100A04 4




ACQCol0005100A05 5




ACQCol0005100A06 6




ACQCol0005100A07 7




ACQCol0005100A08 8




ACQCol0005100A09 9




ACQCol0005100A10 10=Excellent




ACQCol0005100A11 Don't know




ACQCol0005101
Please rate the clarity of the language used on this site. ACQCol0005101A01 1=Poor
Radio button, scale, has don't know S Y
ACQCol0005101A02 2




ACQCol0005101A03 3




ACQCol0005101A04 4




ACQCol0005101A05 5




ACQCol0005101A06 6




ACQCol0005101A07 7




ACQCol0005101A08 8




ACQCol0005101A09 9




ACQCol0005101A10 10=Excellent




ACQCol0005101A11 Don't know




ACQCol0005122
Please rate the consistency of language usage on this site. ACQCol0005122A01 1=Poor
Radio button, scale, has don't know S Y
ACQCol0005122A02 2




ACQCol0005122A03 3




ACQCol0005122A04 4




ACQCol0005122A05 5




ACQCol0005122A06 6




ACQCol0005122A07 7




ACQCol0005122A08 8




ACQCol0005122A09 9




ACQCol0005122A10 10=Excellent




ACQCol0005122A11 Don't know




ACQCol0005123
Please rate this site' s use of language that the average person can understand. ACQCol0005123A01 1=Poor
Radio button, scale, has don't know S Y
ACQCol0005123A02 2




ACQCol0005123A03 3




ACQCol0005123A04 4




ACQCol0005123A05 5




ACQCol0005123A06 6




ACQCol0005123A07 7




ACQCol0005123A08 8




ACQCol0005123A09 9




ACQCol0005123A10 10=Excellent




ACQCol0005123A11 Don't know




ACQCol0005102
Please rate how well this site uses common terms to express ideas. ACQCol0005102A01 1=Poor
Radio button, scale, has don't know S Y
ACQCol0005102A02 2




ACQCol0005102A03 3




ACQCol0005102A04 4




ACQCol0005102A05 5




ACQCol0005102A06 6




ACQCol0005102A07 7




ACQCol0005102A08 8




ACQCol0005102A09 9




ACQCol0005102A10 10=Excellent




ACQCol0005102A11 Don't know






How old are you?
Under 20
Radio Button One Up Vertical Single Y




21-30








31-40








41-50








51-60








61-70








Over 70








Prefer not to answer






What is the highest level of education you have completed?
Some high school
Radio Button One Up Vertical Single Y




Completed High School








Some college (no degree)








2-year College Degree








4-year College Degree








Master Level Degree (M.S., J.D. M.A.)








Doctorate Level Degree (Ph.D., M.D.)








Prefer not to answer





Sheet 5: Custom Qsts (5-4-11)

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Travel.State Satisfaction Survey v2 underlined & italicized: RE-ORDER





MID: kd8shdQFgAcNBhgM8phtAg== pink: ADDITION





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








violet (bold): SKIP-LOGIC





Travel.State Satisfaction Survey v2 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 Intructions
AKR5666
How <strong>frequently</strong> do you visit this site? First time
Dropdown (Select-one) Single Y




More than once a day








Daily








About once a week








About once a month








Every 6 months or less





AKR5667
Which <strong>citizenship</strong> status describes you? U.S. citizen
Dropdown (Select-one) Single Y




Non-U.S. citizen








Dual citizen of the U.S. and another country








Prefer not to answer





AKR5668
Which of the following describe your role when visiting this site (check all that apply)? Tourist
Checkbox One Up Vertical Multi Y




Business traveler








Student








Parent








Employer








Immigrant to the U.S. or Legal Permanent Resident








Part of a mixed-nationality family








Work in Education








Work in Travel industry








Work in Law enforcement








Government official or employee








Legal/judicial professional








Journalist/media








Retiree








Other, please specify: A




AKR5669 A Other role:

Open-ended
N

AKR5670
Where do you <strong>live</strong> primarily now? In the U.S.
Dropdown (Select-one) Single Y




Outside of the U.S.








Prefer not to answer





AKR5671
Which <strong>area</strong> of the site are you primarily visiting today? International Travel
Radio Button One Up Vertical Single Y




Passports








Visas








Child Abductions








Adoptions








Law & Policy








Contact Us








Other, please specify: A




AKR5672 A Other area:

Open-ended
N

AKR5673
What is your <strong>primary reason</strong> for visiting this site today? Apply for or renew U.S. passport
Radio Button One Up Vertical Single Y




Learn about/apply for U.S. passport card








Check passport application status








Get other passport services or information








Find out about a major crisis abroad








Get information about travel to other countries








Register travel plans with a U.S. Embassy








Get services for Americans abroad








Find out if a visa is needed to enter the U.S.








Apply for a visa to visit the U.S.








Apply for a visa to immigrate to the U.S.








Following instructions from National Visa Center








Checking on my Visa application








Help family member(s) immigrate to the U.S.








Help someone else with visa application








Check latest Visa Bulletin








Find information on intercountry adoption








Get information on International Parental Child Abduction








Locate/contact U.S. Embassy or Consulate abroad








Contact the Department of State








Obtain statistics and/or reports








Just browsing








Other, please specify: A




AKR5674 A Other reason:

Open-ended
N

ACQOsl0002318
How often have you visited this site to accomplish this task? This is my first time
Radio Button One Up Vertical Single Y




2-5 times








More than 5 times





ACQOsl0002319
Did you find everything you were looking for? Yes, I found it quicklly
Radio Button One Up Vertical Single Y




Yes, but it took longer than expected








No, please specify what you were looking for: A




ACQOsl0002320 A Information not found:

Open-ended
Y

ACQOsl0002322
Please rate how clear and concise you found the writing on this site? 1=Difficult to understand
Radio button, scale, has don't know Single Y




2








3








4








5








6








7








8








9








10=very clear and concise





ACQOsl0002297
What is your primary language? English
Radio Button One Up Vertical Single Y Skip Logic



Spanish








French








Arabic








Mandarin








Russian








Hindi








Other, please specify: A




ACQOsl0002298 A Other language






AKR5680
How did you find out about this site? Internet search engine (ex: Google, Yahoo!, MSN)
Radio Button One Up Vertical Single Y Other,please specify



Referred by a friend or colleague








Referred by someone in the travel industry








Referred by someone at a school or university








Link from a U.S. Embassy web site








Link from another web site








Other, please specify: A




AKR5681 A Other source:

Open-ended
N

ACQOsl0002323
We're thinking of adding features to our site. Which of the following features would you use if available? Mobile-friendly version of the site
Checkbox One Up Vertical Multi Y




Mobile app for smartphones








Live chat help








More robust Frequency Asked Questions feature








Website in additional languages








None of these features





AKR5683
If you could make <strong>one improvement</strong> to this site, what would it be?

Open-ended
N

ACQOsl0003006
We are working to make travel.state.gov better and we would like your help! If you would like to be contacted in the future to provide additional feedback and are over the age of 18, please provide your email address.

Open-ended
N

EDO08868
Which of the following sources drove you to visit the site today? Please rank the top 3 (Rank 1 is most important).
Rank 1 (Required)
Message or recommendation from a friend on a social network
Drop down, select one Single Y Rank Group SV - Rank 1



Video I saw on YouTube








Internet blogs or discussion forums



Adjust Template/Style Sheet



Advertising on social networks (Facebook, MySpace, Twitter)



Randomize



Message directly from the Department on a social network








Mobile phone text messages or alerts








Instant Message from a friend or colleague








Familiarity with the Department








Promotional email(s) from the Department








Search engine results








Word of mouth recommendation from someone I know








TV, radio, newspaper, or magazine advertising








Internet advertising








Don't know



Anchor Answer Choice



Other



Anchor Answer Choice
EDO08869
Rank 2 (Optional) Message or recommendation from a friend on a social network
Drop down, select one Single N Rank Group SV - Rank 2



Video I saw on YouTube








Internet blogs or discussion forums



Adjust Template/Style Sheet



Advertising on social networks (Facebook, MySpace, Twitter)



Randomize



Message directly from the Department on a social network








Mobile phone text messages or alerts








Instant Message from a friend or colleague








Familiarity with the Department








Promotional email(s) from the Department








Search engine results








Word of mouth recommendation from someone I know








TV, radio, newspaper, or magazine advertising








Internet advertising








Don't know



Anchor Answer Choice



Other



Anchor Answer Choice
EDO08870
Rank 3 (Optional) Message or recommendation from a friend on a social network
Drop down, select one Single N Rank Group SV - Rank 3



Video I saw on YouTube








Internet blogs or discussion forums



Adjust Template/Style Sheet



Advertising on social networks (Facebook, MySpace, Twitter)



Randomize



Message directly from the Department on a social network








Mobile phone text messages or alerts








Instant Message from a friend or colleague








Familiarity with the Department








Promotional email(s) from the Department








Search engine results








Word of mouth recommendation from someone I know








TV, radio, newspaper, or magazine advertising








Internet advertising








Don't know



Anchor Answer Choice



Other



Anchor Answer Choice
EDO08871
If you heard about this website from a social network, please specify the site (i.e. Facebook, Twitter)

Text area, no char limit
N
SV - Other Social Network


Please rate the simplicity of the words used on this site. 1=Poor
Radio button, scale, has don't know S Y
Simplicity
2





3





4





5





6





7





8





9





10=Excellent





Don't know







Please rate the site on its use of short, clear sentences. 1=Poor
Radio button, scale, has don't know S Y
Short
2





3





4





5





6





7





8





9





10=Excellent





Don't know







Please rate how logically text is organized on this site. 1=Poor
Radio button, scale, has don't know S Y
Organized
2





3





4





5





6





7





8





9





10=Excellent





Don't know







Please rate how well the site's language is focused on a central topic. 1=Poor
Radio button, scale, has don't know S Y
Focused
2





3





4





5





6





7





8





9





10=Excellent





Don't know







Please rate how well terminology is explained on this site. 1=Poor
Radio button, scale, has don't know S Y
Explained
2





3





4





5





6





7





8





9





10=Excellent





Don't know







Please rate this site's use of language that people like me can understand. 1=Poor
Radio button, scale, has don't know S Y
Understand
2





3





4





5





6





7





8





9





10=Excellent





Don't know







Please rate the clarity of the language used on this site. 1=Poor
Radio button, scale, has don't know S Y
Clarity
2





3





4





5





6





7





8





9





10=Excellent





Don't know







Please rate the consistency of language usage on this site. 1=Poor
Radio button, scale, has don't know S Y
Consistency
2





3





4





5





6





7





8





9





10=Excellent





Don't know







Please rate this site' s use of language that the average person can understand. 1=Poor
Radio button, scale, has don't know S Y
Average Person
2




3




4




5




6




7




8




9




10=Excellent




Don't know






Please rate how well this site uses common terms to express ideas. 1=Poor
Radio button, scale, has don't know S Y
Common Terms
2




3




4




5




6




7




8




9




10=Excellent




Don't know




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