815 2014 815 Sba

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

2014 815 SBA.xlsx

2014 810 AHRQ Email - 2014 818 MyCareeratVA

OMB: 1090-0008

Document [xlsx]
Download: xlsx | pdf

Overview

Current Model Qs
Current Custom Qs
Custom Qs (3-15-12)
Custom Qs 11-16-10


Sheet 1: Current Model Qs

Model Instance Name:




Small Business Administration




MID: 1AVxgAh5cMdFooZoAd1oQQ==



Date: 7/21/2008


Small Business Administration MODEL QUESTION LIST
Model questions utilize the ACSI methodology to determine scores and impacts

ELEMENTS (drivers of satisfaction)
CUSTOMER SATISFACTION
FUTURE BEHAVIORS







Content
Satisfaction
Return

Please rate your perception of the accuracy of information on this site.
What is your overall satisfaction with this site?
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?
Recommend

Please rate the freshness of content on this site.
How does this site compare to your idea of an ideal website?
How likely are you to recommend this site to someone else?

Functionality


Primary Resource

Please rate the usefulness of the features provided on this site


How likely are you to use this site as your primary resource?

Please rate the convenience of the features on this site.




Please rate the ability to accomplish what you wanted to on this site.




Look and Feel




Please rate the ease of reading this site.




Please rate the clarity of site organization.


Please rate the clean layout of this site.

Navigation

Please rate the degree to which the number of steps to get where you want is acceptable.

Please rate the ability to find information you want on this site.




Please rate the clarity of site map or directory.




Please rate the ease of navigation on this site.




Search




Please rate the usefulness of search results on this site.




Please rate how this site provides comprehensive search results.




Please rate the organization of search results on this site.




Please rate how the search feature helps you to narrow the results to find the information you want.




Site Performance




Please rate the speed of loading the page on this site.




Please rate the consistency of speed on this site.




Please rate the reliability of site performance on this site.




Tasks and Transactions




Please rate the ease of completing task(s) on this site.




Please rate the degree of privacy in completing tasks on this site.




Please rate the verification of task completion on this site.




Please rate the availability of help with questions or problems on this site.











Sheet 2: Current Custom Qs

Model Instance Name:


red & strike-through: DELETE






Small Business Administration


underlined & italicized: RE-ORDER






MID: 1AVxgAh5cMdFooZoAd1oQQ==


pink: ADDITION






Date: 11/28/2011
blue + -->: REWORDING


















Small Business Administration CUSTOM QUESTION LIST

QID
(Group ID)
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
Special Instructions 25 character limit. Leave blank if you want DOT to fill this part out. CQ Label
7199
Which best describes you or your organization?
Potential small business owner B Radio Button One Up Vertical Single Y Skip Logic Group Best describes




Small business (less than five years old) B









Established small business (greater than five years old) B









Medium or large business B









SBA resource partner (such as SCORE, SBDC and WBC)










Trade or business organization










Lending institution










Student, academic or researcher










Congress/Federal agency










Media










Other A





RJO00089 A How else would you describe you or your organization?


Text area, no char limit Single N Skip Logic Group OE_Role

B Which of the following applies to your existing or potential business?
Minority Owned Small Business
Checkbox, one-up vertical M Y Skip Logic Group Business Type




Native American Owned Small Business










Senior (50+) Owned Small Business










Veteran Owned Small Business










Women Owned Small Business










Young Entrepreneur










Other C









None







C Please specify your business type:


Text area, no char limit
N Skip Logic Group Other Business Type
7200
What is your primary reason for visiting this site today?
Starting a business
Radio Button One Up Vertical Single Y
Reason




Financing a business










Managing a business










Government contracting










Disaster assistance










SBA backed loans










Expanding a Business










Looking for a Grant










SBA partner information










SBA lender information










Business laws & regulatory assistance










Counseling and training










Agency news & events










Business forms










Business tools










Finding local information










Exporting information










Online community










Other A





RJO00090 A Please describe your primary purpose for visiting the site today:


Text Field – limited to 100 characters Single N
OE_Reason
EDO08056
How frequently do you visit this site? EDO08056A001 First time
Radio Button One Up Vertical Single Y Skip Logic Group Visit Frequency



EDO08056A002 More than once a day









EDO08056A003 Daily









EDO08056A004 About once a week









EDO08056A005 About once a month









EDO08056A006 Every 6 months or less






SVD00133
Did you find what you were looking for?
Yes
Radio Button One Up Vertical Single Y Skip Logic Group Did you find
(SVD00133G5)


Partially A,E









No B, E





AKR1884 A If you were partially able to find what you were looking for, please explain:


Text Area – no character limit Single Y Skip Logic Group OE_Partially able to find
7201 B If you were not able to find what you were looking for, please explain:


Text Area – no character limit Single Y Skip Logic Group OE_Not able to find
AKR1885 C If you were not able to find what you were looking for, what do you plan to do next?
Nothing
Radio Button One Up Vertical Single Y Skip Logic Group Do Next




Call the SBA Answer Desk










Return to the SBA site later and try again










Try another website










Send an email










Call your local SBA office










Other D





AKR1886 D Please specify what you are going to do next:


Text area, no char limit Single N
OE_Do Next
ACQwil0011534 E How long did it take you to find your information? ACQwil0011534A01 Less than 1 minute
Drop down, select one Single Y Skip Logic Group Length to Find



ACQwil0011534A02 1 - 5 minutes









ACQwil0011534A03 5 -10 minutes









ACQwil0011534A04 10 -15 minutes









ACQwil0011534A05 More than 15 minutes






7204
If SBA.gov helped your business, please explain how:


Text Area – no character limit Single N
OE_Help your business


What new tool, capability, or content would you like to see on the site? (open end)


Text Area – no character limit Single N
OE_New Tools
AKR1875
Which section of the SBA.gov website did you primarily use this visit?
Starting & Managing a Business
Radio Button One Up Vertical Single Y
Primarily Use
(AKR1875G5)

Loans & Grants A








Contracting B








Counseling & Training









SBA Direct









For Lenders









Learning Center









Local Assistance Tool









Business Plan Tool









Size Standards Tool









Events Calendar









SBA Community Forums or Blogs









Other C





AKR1876 C Please specify which section of the SBA.gov website you primarily used this visit:


Text Field – limited to 100 characters Single N
OE_Primarily Use
EDO08069 A What area within Loans & Grants is of the most interest to you? EDO08069A001 Small Business Loans
Radio Button One Up Vertical Single Y
Loans and Grants



EDO08069A002 Grants









EDO08069A003 Bonds









EDO08069A004 Other Financial Assistance









EDO08069A005 Other D





EDO08070 D Please specify which area within Loans & Grants is of the most interest to you:


Text Field – limited to 100 characters Single N
OE_Loans and Grants
AKR1880 B What area within Contracting is of the most interest to you?:
Getting Started
Radio Button One Up Vertical Single Y
Contracting Area




Doing Business With the Government









Contracting Opportunities









For Contracting Officials









Other E




AKR1881 E Please specify which area within Contracting is of the most interest to you:


Text Field – limited to 100 characters Single N
OE_Contracting


Did you use the Learning Center?
Yes
A
Y Skip Logic Group Learning Center




No

S




A Which part of the Learning Center did you use?
Videos
Checkbox, one-up vertical M Y Skip Logic Group Learning Center Section




Online Training










Chat Sessions







B Did the Learning Center content provide the information you expected?
Yes
Radio Button One Up Vertical S Y Skip Logic Group Learning Center Info




No










Partially







C Please rate your experience with the Learning Center. (1=Poor, 10=Excellent)
1=Poor
Radio button, scale, has don't know Single Y Skip Logic Group Experience with Learning Center




2










3










4










5










6










7










8










9










Excellent=10










Don't know







D What other content or improvements would you like to see in the Learning Center?


Text area, no char limit
N Skip Logic Group Improvements_Learning Center
SVD00180
How did you primarily look for the information on our site today?
Browsed, that is, followed links
Radio Button One Up Vertical Single Y Skip Logic Group How look for info




Used search box at top of page









Used SBA Direct









Used site map









Directly linked to page from external source









Other A




AKR1887 A Please specify how you primarily looked for information on our site today:


Text area, no char limit Single N Skip Logic Group OE_Looking for
EDO08065
Did you utilize ourweb tool, SBA Direct, which allows users to personalize their experience on SBA.gov? EDO08065A001 Yes A,B,C Radio Button One Up Vertical Single Y
SBA Direct



EDO08065A002 No






EDO08066 A Was thetool useful in helping you to access the information that was most relevant to you? EDO08066A001 Yes
Radio Button One Up Vertical Single Y
SBA Direct Useful



EDO08066A002 No






EDO08067 B Will you use SBA Direct as your primary means of navigating the site? EDO08067A001 Yes
Radio Button One Up Vertical Single Y
SBA Direct Primary



EDO08067A002 No









EDO08067A003 Not Sure






EDO08068 C If you could make one change/improvement to the new SBA Direct tool, what would it be?


Text Area – no character limit Single N
OE_SBA Direct Improvements
SVD00181
What was your experience with the navigation process today?
Had no difficulty with the navigation C Radio Button One Up Vertical Single Y Skip Logic Group Navigational difficulty



Could not determine the best link on most pages C







Could not navigate back to previous information C








Would often feel lost, not know where I was C








Site has too many links or navigational choices C








Site has too few links or navigational choices C








Links did not take me where I expected C








Could not get started or did not know where to begin C








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








Navigation did not support what I was trying to accomplish C








Links/labels are difficult to understand C








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








Other B,C




EDO08075 A Please tell us what links were broken, error messages you received or other technical difficulties that you experienced:


Text area, no char limit
N Skip Logic Group OE_Navigation Technical Difficulties
EDO08076 B Please describe your experience with the navigation process today:


Text area, no char limit
N Skip Logic Group OE_Navigational Difficulty
ACQwil0011543 C What would you recommend to improve site navigation?


Text area, no char limit
N
OE_Navigation Improvements
SAC8163
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)
SAC8163A001 Message or recommendation from a friend on a social network
Drop down, select one Single Y Rank Group SV - Rank 1



SAC8163A002 Video I saw on YouTube









SAC8163A003 Internet blogs or discussion forums



Adjust Template/Style Sheet




SAC8163A004 Advertising on social networks (Facebook, MySpace, Twitter)



Randomize




SAC8163A005 Message directly from the organization on a social network









SAC8163A006 Mobile phone text messages or alerts









SAC8163A007 Instant Message from a friend or colleague









SAC8163A008 Familiarity with SBA.gov









SAC8163A009 Email from SBA.gov









SAC8163A010 Search engine results









SAC8163A011 Word of mouth recommendation from someone I know









SAC8163A012 TV, radio, newspaper, or magazine advertising









SAC8163A013 Internet advertising









SAC8163A014 Don't know



Anchor Answer Choice




SAC8163A015 Other



Anchor Answer Choice

SAC8164
Rank 2 (Optional) SAC8164A001 Message or recommendation from a friend on a social network
Drop down, select one Single N Rank Group SV - Rank 2



SAC8164A002 Video I saw on YouTube









SAC8164A003 Internet blogs or discussion forums



Adjust Template/Style Sheet




SAC8164A004 Advertising on social networks (Facebook, MySpace, Twitter)



Randomize




SAC8164A005 Message directly from the organization on a social network









SAC8164A006 Mobile phone text messages or alerts









SAC8164A007 Instant Message from a friend or colleague









SAC8164A008 Familiarity with SBA.gov









SAC8164A009 Email from SBA.gov









SAC8164A010 Search engine results









SAC8164A011 Word of mouth recommendation from someone I know



Anchor Answer Choice




SAC8164A012 TV, radio, newspaper, or magazine advertising









SAC8164A013 Internet advertising









SAC8164A014 Don't know









SAC8164A015 Other



Anchor Answer Choice

SAC8165
Rank 3 (Optional) SAC8165A001 Message or recommendation from a friend on a social network
Drop down, select one Single N Rank Group SV - Rank 3



SAC8165A002 Video I saw on YouTube









SAC8165A003 Internet blogs or discussion forums



Adjust Template/Style Sheet




SAC8165A004 Advertising on social networks (Facebook, MySpace, Twitter)



Randomize




SAC8165A005 Message directly from the organization on a social network









SAC8165A006 Mobile phone text messages or alerts









SAC8165A007 Instant Message from a friend or colleague









SAC8165A008 Familiarity with SBA.gov









SAC8165A009 Email from SBA.gov









SAC8165A010 Search engine results









SAC8165A011 Word of mouth recommendation from someone I know









SAC8165A012 TV, radio, newspaper, or magazine advertising









SAC8165A013 Internet advertising









SAC8165A014 Don't know



Anchor Answer Choice




SAC8165A015 Other



Anchor Answer Choice

ACQwil0011535
Did you use the search feature during your visit today? ACQwil0011535A01 Yes A Radio button, one-up vertical Single Y Skip Logic Group Difficulty with Search



ACQwil0011535A02 No






ACQwil0011539 A Did you encounter any difficulty with the search feature? ACQwil0011539A01 Yes B Radio button, one-up vertical Single Y Skip Logic Group Difficulty with Search



ACQwil0011539A02 No






ACQwil0011540 B What type of difficulty did you primarily encounter? ACQwil0011540A01 It returned no results.
Radio button, one-up vertical Single Y Skip Logic Group What Difficulties



ACQwil0011540A02 It returned too many results.









ACQwil0011540A03 Results links were broken. C








ACQwil0011540A04 Results were not relevant to my search terms or needs.









ACQwil0011540A05 Results showed old versions of pages/documents.









ACQwil0011540A06 Search required too many attempts.









ACQwil0011540A07 Results were too similar/redundant.









ACQwil0011540A08 I was not sure what words to use in my search.









ACQwil0011540A09 Search speed was too slow.









ACQwil0011540A10 Other D





ACQwil0011541 C Please tell us which search results links were broken.


Text area, no char limit
N Skip Logic Group Other - Broken Links
ACQwil0011542 D Please describe the search difficulties you experienced:


Text area, no char limit
N Skip Logic Group Other - Difficulties












KFB05595
How would you most like to interact with this site? (Please select all that apply)
In social forums
Checkbox, one-up vertical Multi Y
Interact




By adding comments, ratings, or reviews










Reading blogs










Receiving newsletters/email updates










Subscribing to RSS feeds










Participating in Webinars










Receiving live Web support










Listening to Podcasts or audio










Watching Vodcasts or video










Adding a widget or gadget to my personalized page










Viewing training modules










Participating in Live Web chats










Via web-enabled mobile device










None










Other A





KFB05596 A Please specify how you would most like to interact with this site:


Text area, no char limit
N
OE_Interact
ACQwil0011536
Please rate the clarity of the language used on this site. ACQwil0011536A01 1=Poor
Radio button, scale, has don't know Single Y
Clarity of Language

ACQwil0011536A02 2







ACQwil0011536A03 3







ACQwil0011536A04 4







ACQwil0011536A05 5







ACQwil0011536A06 6







ACQwil0011536A07 7







ACQwil0011536A08 8







ACQwil0011536A09 9







ACQwil0011536A10 Excellent=10







ACQwil0011536A11 Don't know






ACQwil0011557
Please rate this site's use of language that the general public can understand the content. ACQwil0011557A01 1=Poor
Radio button, scale, has don't know Single Y
GP Understand Language

ACQwil0011557A02 2







ACQwil0011557A03 3







ACQwil0011557A04 4







ACQwil0011557A05 5







ACQwil0011557A06 6







ACQwil0011557A07 7







ACQwil0011557A08 8







ACQwil0011557A09 9







ACQwil0011557A10 Excellent=10







ACQwil0011557A11 Don't know






ACQwil0011558
Please rate the site on its use of short, clear sentences. ACQwil0011558A01 1=Poor
Radio button, scale, has don't know Single Y
Clear and Short Language

ACQwil0011558A02 2







ACQwil0011558A03 3







ACQwil0011558A04 4







ACQwil0011558A05 5







ACQwil0011558A06 6







ACQwil0011558A07 7







ACQwil0011558A08 8







ACQwil0011558A09 9







ACQwil0011558A10 Excellent=10







ACQwil0011558A11 Don't know






7205
What business information Web sites do you frequently visit?


Text Area – no character limit Single N
Business info sites












EDO08077
If you could make one change/improvement to the SBA.gov site, what would it be?


Text Area – no character limit Single N
OE_Improvements

Sheet 3: Custom Qs (3-15-12)

Model Instance Name:

red & strike-through: DELETE










Small Business Administration

underlined & italicized: RE-ORDER










MID: 1AVxgAh5cMdFooZoAd1oQQ==

pink: ADDITION










Date: 11/28/2011 blue + -->: REWORDING

























Small Business Administration CUSTOM QUESTION LIST





QID
(Group ID)
Skip Logic Label Question Text Answer Choices
(limited to 50 characters)
Skip to Type (select from list) Single or Multi Required
Y/N
Special Instructions 25 character limit. Leave blank if you want DOT to fill this part out. CQ Label




EDO08056
How frequently do you visit this site? First time
Radio Button One Up Vertical Single Y Skip Logic Group Visit Frequency







More than once a day A,B,C,D












Daily A,B,C,D












About once a week A,B,C,D












About once a month A,B,C,D












Every 6 months or less A,B,C,D









EDO08057 A If you had visited the site before and noticed the recent redesign, please rate this change: Positive
Radio button, one-up vertical Single Y Skip Logic Group Redesign - Overall







Negative E












Neutral










EDO08058 E Please tell us why it is negative:

Text area, no char limit
N Skip Logic Group OE_Redesign Overall




EDO08059 B How would you rate the site navigation? More user friendly.
Radio button, one-up vertical Single Y Skip Logic Group Redesign - Navigation







Less user friendly. F












About the same.










EDO08060 F Please explain how it is less user friendly:

Text area, no char limit
N Skip Logic Group OE_ Redesign - Navigation




EDO08061 C How would you rate the site content? Easier to understand.
Radio button, one-up vertical Single Y Skip Logic Group Redesign - Content







More difficult to understand. G












About the same.










EDO08062 G Please explain how it is more difficult to understand:

Text area, no char limit
N Skip Logic Group OE_ Redesign - Content




EDO08063 D How would you rate the organization of the site? Better organized - it's easier to find information.
Radio button, one-up vertical Single Y Skip Logic Group Redesign - Organization







Not as well organized - it's harder to find information. H












Finding the information has the same level of difficulty it had before.










EDO08064 H Please explain how it is harder to find information:

Text area, no char limit
N Skip Logic Group OE_ Redesign - Organization




7199
Which best describes you or your organization? Potential small business owner
Radio Button One Up Vertical Single Y
Best describes







Small business (less than five years old)













Established small business (greater than five years old)













Medium or large business













SBA resource partner (such as SCORE, SBDC and WBC)













Trade or business organization













Lending institution













Student, academic or researcher













Congress/Federal agency













Media













Other A









RJO00089 A Please specify your role:

Text Field – limited to 100 characters Single N
OE_Role




7200
What is your primary reason for visiting this site today? Starting a business
Radio Button One Up Vertical Single Y
Reason







Financing a business













Managing a business













Government contracting













Disaster assistance













SBA backed loans













Expanding a Business













Looking for a Grant













SBA partner information













SBA lender information













Business laws & regulatory assistance













Training













Agency news & events













Resource library













Business forms













Local SBA offices













Other A









RJO00090 A Please describe your primary purpose for visiting the site today:

Text Field – limited to 100 characters Single N
OE_Reason




AKR1875
Which section of the SBA.gov website did you primarily use this visit? Starting & Managing a Business
Radio Button One Up Vertical Single Y
Primarily Use




(AKR1875G5)
Loans & Grants A











Contracting B











Counseling & Training












SBA Direct












For Lenders












Other C









AKR1876 C Please specify which section of the SBA.gov website you primarily used this visit:

Text Field – limited to 100 characters Single N
OE_Primarily Use




EDO08069 A What area within Loans & Grants is of the most interest to you? Small Business Loans
Radio Button One Up Vertical Single Y
Loans and Grants







Grants













Bonds













Other Financial Assistance













Other D









EDO08070 D Please specify which area within Loans & Grants is of the most interest to you:

Text Field – limited to 100 characters Single N
OE_Loans and Grants




AKR1880 B What area within Contracting is of the most interest to you?: Getting Started
Radio Button One Up Vertical Single Y
Contracting Area







Doing Business With the Government












Contracting Opportunities












For Contracting Officials












Other E








AKR1881 E Please specify which area within Contracting is of the most interest to you:

Text Field – limited to 100 characters Single N
OE_Contracting




SVD00133
Did you find what you were looking for? Yes
Radio Button One Up Vertical Single Y
Did you find




(SVD00133G5)

Partially A












No B, C









AKR1884 A If you were partially able to find what you were looking for, please explain:

Text Area – no character limit Single Y
OE_Partially able to find




7201 B If you were not able to find what you were looking for, please explain:

Text Area – no character limit Single Y
OE_Not able to find




AKR1885 C If you were not able to find what you were looking for, what do you plan to do next? Nothing
Radio Button One Up Vertical Single Y
Do Next







Call the SBA Answer Desk













Return to the SBA site later and try again













Try another website













Send an email













Call your local SBA office













Other D









AKR1886 D Please specify what you are going to do next:

Text area, no char limit Single N
OE_Do Next






How long did it take you to find your information? Less than 1 minute
Drop down, select one Single Y Skip Logic Group Length to Find







1 - 5 minutes













5 -10 minutes













10 -15 minutes













More than 15 minutes










7202
How did you find this site? Search engine
Radio Button One Up Vertical Single Y
Source







SBA social media (Facebook, Twitter, YouTube)













Another website/link













Word of mouth













Media/news story













Site book-marked













Referral from SBA













Referral from SBA resource partner (such as SCORE, SBDC and WBC)













Referral from lending institution













Referral from trade or business organization













Printed materials













Other A









RJO00091 A Please specify how you found this site:

Text area, no char limit Single N
OE_way to find




SVD00180
How did you primarily look for the information on our site today? Browsed, that is, followed links
Radio Button One Up Vertical Single Y Skip Logic Group How look for info







Used search box at top of page B











Used SBA Direct












Used items on left navigation menu












Used items on the top navigation menu












Used items on the right navigation menu












Used site map












Other A








AKR1887 A Please specify how you primarily looked for information on our site today:

Text area, no char limit Single N Skip Logic Group OE_Looking for




EDO08071 B Did you encounter any difficulty with the search feature? Yes C Radio button, one-up vertical Single Y Skip Logic Group Difficulty with Search







No










EDO08072 C What type of difficulty did you primarily encounter? It returned no results.
Radio button, one-up vertical Single Y Skip Logic Group What Difficulties







It returned too many results.













Results links were broken. E












Results were not relevant to my search terms or needs.













Results showed old versions of pages/documents.













Search required too many attempts.













Results were too similar/redundant.













I was not sure what words to use in my search.













Search speed was too slow.













Other D









EDO08073 D Please describe the search difficulties you experienced:

Text area, no char limit
N Skip Logic Group Other - Difficulties




EDO08074 E Please tell us which search results links were broken.

Text area, no char limit
N Skip Logic Group Other - Broken Links






Did you use the search feature during your visit today? Yes A Radio button, one-up vertical Single Y Skip Logic Group Difficulty with Search







No











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







No











B What type of difficulty did you primarily encounter? It returned no results.
Radio button, one-up vertical Single Y Skip Logic Group What Difficulties







It returned too many results.













Results links were broken. C












Results were not relevant to my search terms or needs.













Results showed old versions of pages/documents.













Search required too many attempts.













Results were too similar/redundant.













I was not sure what words to use in my search.













Search speed was too slow.













Other D










C Please tell us which search results links were broken.

Text area, no char limit
N Skip Logic Group Other - Broken Links





D Please describe the search difficulties you experienced:

Text area, no char limit
N Skip Logic Group Other - Difficulties




EDO08065
Did you utilize our new web tool, SBA Direct, which allows users to personalize their experience on SBA.gov? Yes A,B,C Radio Button One Up Vertical Single Y
SBA Direct







No










EDO08066 A Was the new tool useful in helping you to access the information that was most relevant to you? Yes
Radio Button One Up Vertical Single Y
SBA Direct Useful







No










EDO08067 B Will you use SBA Direct as your primary means of navigating the site? Yes
Radio Button One Up Vertical Single Y
SBA Direct Primary







No













Not Sure










EDO08068 C If you could make one change/improvement to the new SBA Direct tool, what would it be?

Text Area – no character limit Single N
OE_SBA Direct Improvements




SVD00181
What was your experience with the navigation process today? Had no difficulty with the navigation C Radio Button One Up Vertical Single Y Skip Logic Group Navigational difficulty






Could not determine the best link on most pages C










Could not navigate back to previous information C











Would often feel lost, not know where I was C











Site has too many links or navigational choices C











Site has too few links or navigational choices C











Links did not take me where I expected C











Could not get started or did not know where to begin C











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











Navigation did not support what I was trying to accomplish C











Links/labels are difficult to understand C











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











Other B,C








EDO08075 A Please tell us what links were broken, error messages you received or other technical difficulties that you experienced:

Text area, no char limit
N Skip Logic Group OE_Navigation Technical Difficulties




EDO08076 B Please describe your experience with the navigation process today:

Text area, no char limit
N Skip Logic Group OE_Navigational Difficulty





C What would you recommend to improve site navigation?

Text area, no char limit
N
OE_Navigation Improvements




SVD00182
What would you recommend to improve site navigation? Do not recommend a change
Radio Button One Up Vertical Single Y
Improve Navigation




(SVD00182G5)

Add more navigation links to homepage












Change name of primary navigation links B











Make navigation links more visible C











Improve search box function












Improve SBA Direct












Other A








AKR1888 A Please describe what you would recommend to improve site navigation:

Text Field – limited to 100 characters Single N
OE_Navigation




AKR1889 B How would you suggest relabeling the links? (Please be specific.)

Text Area – no character limit Single Y
Relabeling Links




AKR1890 C What changes could we make to allow links to be more visible?

Text Area – no character limit Single Y
Links More Visible






How would you rate your <b>familiarity with social media</b> on the web?
Facebook
View and contribute often
Drop down, select one Single N Matrix Group SM_Facebook







View often and contribute occasionally









KFB05591

View often but don’t contribute












View and contribute occasionally












View occasionally but don’t contribute












No familiarity









KFB05592
MySpace View and contribute often
Drop down, select one Single N Matrix Group SM_MySpace







View often and contribute occasionally













View often but don’t contribute













View and contribute occasionally













View occasionally but don’t contribute













No familiarity










KFB05593
YouTube View and contribute often
Drop down, select one Single N Matrix Group SM_YouTube







View often and contribute occasionally













View often but don’t contribute













View and contribute occasionally













View occasionally but don’t contribute













No familiarity










KFB05594
Twitter View and contribute often
Drop down, select one Single N Matrix Group SM_Twitter







View often and contribute occasionally













View often but don’t contribute













View and contribute occasionally













View occasionally but don’t contribute













No familiarity












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 organization on a social network













Mobile phone text messages or alerts













Instant Message from a friend or colleague













Familiarity with SBA.gov













Email from SBA.gov













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







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 organization on a social network













Mobile phone text messages or alerts













Instant Message from a friend or colleague













Familiarity with SBA.gov













Email from SBA.gov













Search engine results













Word of mouth recommendation from someone I know



Anchor Answer Choice








TV, radio, newspaper, or magazine advertising













Internet advertising













Don't know













Other



Anchor Answer Choice







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 organization on a social network













Mobile phone text messages or alerts













Instant Message from a friend or colleague













Familiarity with SBA.gov













Email from SBA.gov













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





KFB05595
How would you most like to interact with this site? (Please select all that apply) In social forums
Checkbox, one-up vertical Multi Y
Interact







By adding comments, ratings, or reviews













Reading blogs













Contributing to wikis













Receiving newsletters/email updates













Subscribing to RSS feeds













Participating in Webinars













Receiving live Web support













Listening to Podcasts or audio













Watching Vodcasts or video













Adding a widget or gadget to my personalized page













Viewing training modules













Participating in Live Web chats













None













Other A









KFB05596 A Please specify how you would most like to interact with this site:

Text area, no char limit
N
OE_Interact






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

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






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





2











3











4











5











6











7











8











9











Excellent=10











Don't know












Please rate this site's use of language that the general public can understand the content. 1=Poor
Radio button, scale, has don't know Single Y
GP Understand Language





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 Single Y
Clear and Short Language





2











3











4











5











6











7











8











9











Excellent=10











Don't know










7205
What business information Web sites do you frequently visit?

Text Area – no character limit Single N
Business info sites




7204
If SBA.gov helped your business, please explain how:

Text Area – no character limit Single N
OE_Help your business




EDO08077
If you could make one change/improvement to the SBA.gov site, what would it be?

Text Area – no character limit Single N
OE_Improvements





Sheet 4: Custom Qs 11-16-10

Model Instance Name:

red & strike-through: DELETE










Small Business Administration

underlined & italicized: RE-ORDER










MID: 1AVxgAh5cMdFooZoAd1oQQ==

pink: ADDITION










Date: 11/12/2010 blue + -->: REWORDING

























Small Business Administration CUSTOM QUESTION LIST





QID
(Group ID)
Skip Logic Label Question Text Answer Choices
(limited to 50 characters)
Skip to Type (select from list) Single or Multi Required
Y/N
Special Instructions 25 character limit. Leave blank if you want DOT to fill this part out. CQ Label




235
How frequently do you visit this site? First time
Radio Button One Up Vertical Single Y Skip Logic Group Visit Frequency







More than once a day A,B,C,D











Daily A,B,C,D











About once a week A,B,C,D











About once a month A,B,C,D











Every 6 months or less A,B,C,D








EDO08056
How frequently do you visit this site? First time
Radio Button One Up Vertical Single Y Skip Logic Group Visit Frequency







More than once a day A,B,C,D












Daily A,B,C,D












About once a week A,B,C,D












About once a month A,B,C,D












Every 6 months or less A,B,C,D









EDO08057 A If you had visited the site before and noticed the recent redesign, please rate this change: Positive
Radio button, one-up vertical Single Y Skip Logic Group Redesign - Overall







Negative E












Neutral










EDO08058 E Please tell us why it is negative:

Text area, no char limit
N Skip Logic Group OE_Redesign Overall




EDO08059 B How would you rate the site navigation? More user friendly.
Radio button, one-up vertical Single Y Skip Logic Group Redesign - Navigation







Less user friendly. F












About the same.










EDO08060 F Please explain how it is less user friendly:

Text area, no char limit
N Skip Logic Group OE_ Redesign - Navigation




EDO08061 C How would you rate the site content? Easier to understand.
Radio button, one-up vertical Single Y Skip Logic Group Redesign - Content







More difficult to understand. G












About the same.










EDO08062 G Please explain how it is more difficult to understand:

Text area, no char limit
N Skip Logic Group OE_ Redesign - Content




EDO08063 D How would you rate the organization of the site? Better organized - it's easier to find information.
Radio button, one-up vertical Single Y Skip Logic Group Redesign - Organization







Not as well organized - it's harder to find information. H












Finding the information has the same level of difficulty it had before.










EDO08064 H Please explain how it is harder to find information:

Text area, no char limit
N Skip Logic Group OE_ Redesign - Organization




EDO08065
Did you utilize our new web tool, SBA Direct, which allows users to personalize their experience on SBA.gov? Yes A,B,C Radio Button One Up Vertical Single Y
SBA Direct







No










EDO08066 A Was the new tool useful in helping you to access the information that was most relevant to you? Yes
Radio Button One Up Vertical Single Y
SBA Direct Useful







No










EDO08067 B Will you use SBA Direct as your primary means of navigating the site? Yes
Radio Button One Up Vertical Single Y
SBA Direct Primary







No













Not Sure










EDO08068 C If you could make one change/improvement to the new SBA Direct tool, what would it be?

Text Area – no character limit Single N
OE_SBA Direct Improvements




7199
Which best describes you or your organization? Potential small business owner
Radio Button One Up Vertical Single Y
Best describes







Small business (less than five years old)












Established small business (greater than five years old)












Medium or large business












SBA resource partner (such as SCORE, SBDC and WBC)












Trade or business organization












Lending institution












Student, academic or researcher












Congress/Federal agency












Media












Other, please specify: A








RJO00089 A other best describes -->: Please specify your role:

Text Field – limited to 100 characters Single N
OE_Role




7200
What is your primary reason for visiting this site today? Starting a business
Radio Button One Up Vertical Single Y
Reason







Financing a business













Managing a business













Government contracting













Disaster assistance













SBA backed loans













Expanding a Business













Looking for a Grant













SBA partner information













Business laws & regulatory assistance













Training













Agency news & events













Resource library













Business forms













Local SBA offices













Other, please specify: A









RJO00090 A other primary reason -->: Please describe your primary purpose for visiting the site today:

Text Field – limited to 100 characters Single N
OE_Reason




AKR1875
Which <b>section of the SBA.gov website</b> did you primarily use this visit? Small Business Planner
Radio Button One Up Vertical Single Y
Primarily Use




(AKR1875G5)

Services













Starting & Managing a Business













Loans & Grants A












Contracting B












Counseling & Training













SBA Direct













For Lenders













Other C












Tools













Local Resources













Not sure










SVD00176
Which category in the Small Business Planner section, do you find most useful? Plan a business
Radio Button One Up Vertical Single Y
Small Business Planner







Start a business












Manage a business












Getting Out












Other, please specify:









AKR1876 C Other: Small Business Planner category -->: Please specify which section of the SBA.gov website you primarily used this visit:

Text Field – limited to 100 characters Single N
OE_Primarily Use




SVD00177
Which category in the Services section, do you find most useful? Financial assistance
Radio Button One Up Vertical Single Y
Services







Contracting opportunities













Disaster assistance













Online training













Counseling / Assistance













Laws / Regulations













Special audiences













Compliance













Other, please specify:










AKR1877
Other: Services category

Text Field – limited to 100 characters Single N
OE_Services




AKR1878
What area within <b>Financial Assistance</b> is of the most interest to you? Basics
Radio Button One Up Vertical Single Y
Financial Assitance







Loan Eligibility













SBA Loans













Surety Bonds













Equity Capital













Special Purpose Loans













Training













SBA Partner Topics













7(a) Loan Programs













Other, please specify:










AKR1879
Other: Financial Assistance area

Text Field – limited to 100 characters Single N
OE_Financial Assistance




EDO08069 A What area within Loans & Grants is of the most interest to you? Small Business Loans
Radio Button One Up Vertical Single Y
Loans and Grants







Grants













Bonds













Other Financial Assistance













Other D









EDO08070 D Please specify which area within Loans & Grants is of the most interest to you:

Text Field – limited to 100 characters Single N
OE_Loans and Grants




AKR1880 B What area within <b>Contracting Opportunities</b> is of the most interest to you? -->: What area within <b>Contracting</b> is of the most interest to you?: Basics
Radio Button One Up Vertical Single Y
Contracting Area







Getting Started












Doing Business With the Government












Contracting Opportunities












For Contracting Officials












Regulation & Policy












Size Standards












Register Your Company












Small Bus Certifications












Bid & Proposal












Contracting Program












Business Development Programs












Publications












Subcontracting Opportunities












Training












Other, please specify: E








AKR1881 E Other: Contracting Opportunities area -->: Please specify which area within Contracting is of the most interest to you:

Text Field – limited to 100 characters Single N
OE_Contracting




SVD00178
Which category in the Tools section, do you find most useful? Library and resources
Radio Button One Up Vertical Single Y
Tools







Marketing & outreach













Monthly Web chat













Forms













Other, please specify:










AKR1882
Other: Tools category
Text Field – limited to 100 characters Single N
OE_Tools




SVD00179
Which category in the Local Resources section, do you find most useful? District offices
Radio Button One Up Vertical Single Y
Local Resources







Regional offices












Disaster offices












Resources partners












Other, please specify:









AKR1883
Other: Local Resources category

Text area, no char limit Single N
OE_Local Resources




SVD00133
Did you find what you were looking for? Yes
Radio Button One Up Vertical Single Y
Did you find




(SVD00133G5)

Partially A












No B, C









AKR1884 A If you were <b>partially able to find</b> what you were looking for, please explain:

Text Area – no character limit Single Y
OE_Partially able to find




7201 B If you were not able to find what you were looking for, please explain:

Text Area – no character limit Single Y
OE_Not able to find




AKR1885 C If you were <b>not able to find</b> what you were looking for, what do you plan to do next? Nothing
Radio Button One Up Vertical Single Y
Do Next







Call the SBA Answer Desk













Return to the SBA site later and try again













Try another website













Send an email













Call your local SBA office













Other, please specify: D









AKR1886 D Other: Do next -->: Please specify what you are going to do next:

Text area, no char limit Single N
OE_Do Next




7202
How did you find this site? Search engine
Radio Button One Up Vertical Single Y
Source







SBA social media (Facebook, Twitter, YouTube)













Another website/link













Word of mouth













Media/news story













Site book-marked













Referral from SBA













Referral from SBA resource partner (such as SCORE, SBDC and WBC)













Referral from lending institution













Referral from trade or business organization













Printed materials













Other, please specify: A









RJO00091 A other way to find -->: Please specify how you found this site:
Text area, no char limit Single N
OE_way to find




SVD00180
How did you primarily look for the information on our site today? Browsed, that is, followed links
Radio Button One Up Vertical Single Y Skip Logic Group How look for info







Used search box at top of page B











Used SBA Direct









(SVD00180G1)

Typed text in search box in upper right corner












Used advanced search feature on site












Used items on left navigation menu












Used items on the top navigation menu












Used items on the right navigation menu












Used site map












Other, please specify: A








AKR1887 A Other: Look for info -->: Please specify how you primarily looked for information on our site today:

Text area, no char limit Single N Skip Logic Group OE_Looking for




EDO08071 B Did you encounter any difficulty with the search feature? Yes C Radio button, one-up vertical Single Y Skip Logic Group Difficulty with Search







No










EDO08072 C What type of difficulty did you primarily encounter? It returned no results.
Radio button, one-up vertical Single Y Skip Logic Group What Difficulties







It returned too many results.













Results links were broken. E












Results were not relevant to my search terms or needs.













Results showed old versions of pages/documents.













Search required too many attempts.













Results were too similar/redundant.













I was not sure what words to use in my search.













Search speed was too slow.













Other D









EDO08073 D Please describe the search difficulties you experienced:

Text area, no char limit
N Skip Logic Group Other - Difficulties




EDO08074 E Please tell us which search results links were broken.

Text area, no char limit
N Skip Logic Group Other - Broken Links




SVD00181
What was your experience with the <b>navigation process</b> today? Had no difficulty with the navigation
Radio Button One Up Vertical Single Y Skip Logic Group Navigational difficulty







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












Site has too many links or navigational choices












Site has too few links or navigational choices












Links did not take me where I expected












Could not get started or did not know where to begin












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











Navigation did not support what I was trying to accomplish












Links/labels are difficult to understand












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












Other B








EDO08075 A Please tell us what links were broken, error messages you received or other technical difficulties that you experienced:

Text area, no char limit
N Skip Logic Group OE_Navigation Technical Difficulties




EDO08076 B Please describe your experience with the navigation process today:

Text area, no char limit
N Skip Logic Group OE_Navigational Difficulty




SVD00182
What would you recommend to improve site navigation? Do not recommend a change
Radio Button One Up Vertical Single Y
Improve Navigation




(SVD00182G5)

Add more navigation links to homepage












Change name of primary navigation links B











Make navigation links more visible C











Improve search box function












Improve SBA Direct












Other, please specify: A








AKR1888 A Other: Improve Navigation -->: Please describe what you would recommend to improve site navigation:

Text Field – limited to 100 characters Single N
OE_Navigation




AKR1889 B How would you suggest <b>relabeling the links</b>? (Please be specific.)

Text Area – no character limit Single Y
Relabeling Links




AKR1890 C What changes could we make to allow <b>links to be more visible</b>?

Text Area – no character limit Single Y
Links More Visible






How would you rate your <b>familiarity with social media</b> on the web?
Facebook
View and contribute often
Drop down, select one Single N Matrix Group SM_Facebook







View often and contribute occasionally









KFB05591

View often but don’t contribute












View and contribute occasionally












View occasionally but don’t contribute












No familiarity









KFB05592
MySpace View and contribute often
Drop down, select one Single N Matrix Group SM_MySpace







View often and contribute occasionally













View often but don’t contribute













View and contribute occasionally













View occasionally but don’t contribute













No familiarity










KFB05593
YouTube View and contribute often
Drop down, select one Single N Matrix Group SM_YouTube







View often and contribute occasionally













View often but don’t contribute













View and contribute occasionally













View occasionally but don’t contribute













No familiarity










KFB05594
Twitter View and contribute often
Drop down, select one Single N Matrix Group SM_Twitter







View often and contribute occasionally













View often but don’t contribute













View and contribute occasionally













View occasionally but don’t contribute













No familiarity










KFB05595
How would you most like to <b>interact with this site</b>? (Please select all that apply) In social forums
Checkbox, one-up vertical Multi Y
Interact







By adding comments, ratings, or reviews













Reading blogs













Contributing to wikis













Receiving newsletters/email updates













Subscribing to RSS feeds













Participating in Webinars













Receiving live Web support













Listening to Podcasts or audio













Watching Vodcasts or video













Adding a widget or gadget to my personalized page













Viewing training modules













Participating in Live Web chats













None













Other (please specify) A









KFB05596 A Other social media interaction -->: Please specify how you would most like to interact with this site:

Text area, no char limit
N
OE_Interact




7205
What business information Web sites do you frequently visit?

Text Area – no character limit Single N
Business info sites




7204
If SBA.gov helped your business, please explain how:

Text Area – no character limit Single N
OE_Help your business




EDO08077
If you could make one change/improvement to the SBA.gov site, what would it be?

Text Area – no character limit Single N
OE_Improvements




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File Modified0000-00-00
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