877 2014 877 NPS Renewal

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

2014 877 NPS Renewal.xlsx

2014 874 NCI Team Science Toolkit - 2014 881 Weather.gov

OMB: 1090-0008

Document [xlsx]
Download: xlsx | pdf

Overview

Welcome and Thank You Text
Current Model Qsts
Current Custom Qsts


Sheet 1: Welcome and Thank You Text

Model Instance Name:








NPS.gov V2 Survey







MID:







Date: 10/1/2013








Welcome and Thank You Text













Directions:










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









Examples


Welcome Text Example































Welcome Text









Thank you for visiting our site. You've been randomly chosen to take part in a brief survey to let us know what we're doing well and where we can improve.

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



























































































Thank You Text Example


















DEFAULT Thank You Text












Thank you for taking our survey - and for helping us serve you better. We appreciate your input!







































































ALTERNATE WEB Thank You Text











Thank you for taking our survey - and for helping us serve you better.

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




































































































































Sheet 2: Current Model Qsts

Model Instance Name:







NPS.gov V2 Survey







MID: J51UgddIhoFNFwIl81tBYA4C





Partitioned (Y/N)?
Yes




FPI Included(Y/N)?
No




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



Date:
10/1/2013




NPS.gov V2 Survey
Model questions utilize the ACSI methodology to determine scores and impacts


ELEMENTS (drivers of satisfaction)

CUSTOMER SATISFACTION

FUTURE BEHAVIORS

MQ Label

MQ Label

MQ Label


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

Satisfaction

Return (1=Very Unlikely, 10=Very Likely)
1 Site Information - Thoroughness Please rate the thoroughness of information provided on this site. 19 Satisfaction - Overall What is your overall satisfaction with this site?
(1=Very Dissatisfied, 10=Very Satisfied)
22 Return How likely are you to return to this site in the next 90 days?
2 Site Information - Understandable Please rate how understandable this site’s information is. 20 Satisfaction - Expectations How well does this site meet your expectations?
(1=Falls Short, 10=Exceeds)


Recommend (1=Very Unlikely, 10=Very Likely)
3 Site Information - Answers Please rate how well the site’s information provides answers to your questions. 21 Satisfaction - Ideal How does this site compare to your idea of an ideal website?
(1=Not Very Close, 10=Very Close)
23 Recommend How likely are you to recommend this site to someone else?


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




Primary Resource (1=Very Unlikely, 10=Very Likely)
4 Look and Feel - Appeal Please rate the visual appeal of this site.


24 Primary Resource How likely are you to use this site as your primary resource for obtaining information about the National Park Service?
5 Look and Feel - Balance Please rate the balance of graphics and text on this site.





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




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

7 Navigation - Organized Please rate how well the site is organized.

8 Navigation - Options Please rate the options available for navigating this site.

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



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





10 Plain Language - Clear Please rate the clarity of the wording on this site.





11 Plain Language - Understandable Please rate how well you understand the wording on this site.





12 Plain Language - Concise Please rate this site on its use of short, clear sentences.







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





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





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





15 Site Performance - Errors Please rate the ability to load pages without getting error messages on this site.







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





16 Functionality - Usefulness Please rate the usefulness of the website tools (e.g. Find a Park, web cams, videos) provided on this site.





17 Functionality - Convenient Please rate the convenient placement of the website tools (e.g. Find a Park, web cams, videos) on this site.





18 Functionality - Variety Please rate the variety of website tools (e.g. Find a Park, web cams, videos) on this site.

































































































Sheet 3: Current Custom Qsts

Model Instance Name

red & strike-through: DELETE






NPS.gov V2 Survey

underlined & italicized: RE-ORDER






MID: J51UgddIhoFNFwIl81tBYA4C

pink: ADDITION






Date: 10/1/2013 blue + -->: REWORDING

















NPS.gov V2 Survey CUSTOM QUESTION LIST
QID Skip Logic Label Question Text Answer Choices
(limited to 50 characters)
Skip to Type (select from list) Single or Multi Required
Y/N
Special Instructions CQ Label
MHM5122Q001
How frequently do you visit this site? First time
Radio button, one-up vertical S Y
Visit Frequency



More than once a day









Daily









About once a week









About once a month









Every 6 months or less






MHM5122Q002
How did you arrive to the nps.gov site today? Search Engine (Google, Bing, etc.)
Radio button, one-up vertical S Y Skip Logic Group* Arrive at site



Referred by another website









Social media









News Source (magazine/newspaper/radio/television)









I have the NPS.gov site bookmarked









Referred by a friend or family member









Prior visit









Other, please specify A





MHM5122Q003 A Please specify how you came to nps.gov.

Text area, no char limit
N Skip Logic Group* OE_Arrive at site
MHM5122Q004
What is your primary role in visiting the nps.gov site today? Traveler
Radio button, one-up vertical S Y Skip Logic Group* Role


Removed answer choices, re-worded question Student









Teacher









Parent









Interested in outdoor recreation (hiker, camper, kayaker, etc.)









Interested in nature (birder, Fall foliage lover, etc.)









Interested in History









Natural or Cultural resource professional









NPS partner or volunteer









NPS employee









Government official or employee (non-NPS)









Other, please specify A





MHM5122Q005 A Please specify what best describes you.

Text area, no char limit
N Skip Logic Group* OE_Role
MHM5122Q006
What is your primary reason for visiting the nps.gov site today? Just browsing
Radio button, one-up vertical S Y Skip Logic Group* Primary Reason



Plan a visit to a park








Removed answer choices Support a park









Find maps









Find photos









Complete a school project/assignment









Find materials for teachers









Find activities for kids









Find information on outdoor recreation opportunities (trails, camping, etc.)









Find information on history or culture









Learn about American history









Learn about historic places









Find information on nature or the environment









Learn about park wildlife









Read news releases









Information on a specific park









Employment information









Other, please specify A





MHM5122Q007 A Please specify your primary reason for visiting the site.

Text area, no char limit
N Skip Logic Group* OE_Primary Reason
MHM5122Q008
What sections of the site did you primarily visit today? (Please select all that apply.) Find a Park
Checkbox, one-up vertical Multi Y
Site Sections Visited



Discover History









Explore Nature









Working with Communities









Get Involved









Teachers









Kids









About Us






MHM5122Q009
How did you primarily look for information on the site today? Search feature B Radio button, one-up vertical S Y Skip Logic Group* How Look for Info



Top navigation bar C








Right navigation bar C








Left navigation bar









Links in the center of the page C








Site map C








Other, please specify A





MHM5122Q010 A Please specify how you looked for information on the site today.

Text area, no char limit
N Skip Logic Group* OE_How Look for Info
MHM5122Q011 B Suggestions for improving the search experience

Text area, no char limit
N Skip Logic Group*

MHM5122Q012 C Suggestions for improving the Navigation exerience

Text area, no char limit
N Skip Logic Group*

MHM5122Q013
If nps.gov had a mobile version of the site would you access it from your mobile device? Yes A Drop down, select one S Y Skip Logic Group* Mobile


No, I don't have a mobile device that allows me to access the web









No, I would not use my mobile device to access this website









Not sure






MHM5122Q014 A What information would you like to see on the mobile website?

Text area, no char limit
N Skip Logic Group* OE_Mobile
MHM5122Q015
Did you find what you were looking for? Yes
Radio button, one-up vertical S Y Skip Logic Group* Did You Find



Partially A








No A





MHM5122Q016 A Please specify what you were trying to find.

Text area, no char limit
N Skip Logic Group* OE_Did you find
MHM5122Q017
I plan to visit a national park site within the next… Week
Drop down, select one S Y
Next Park Visit



Month








Reworded Question and Ans Choices 3 months or less









6 months or less









Year









I have no plans to visit a park






MHM5122Q018
How old are you? Under 18
Drop down, select one S Y
Age



18-24









25-34









35-44









45-54









55-64









65-74









75 and up









Prefer not to say






MHM5122Q019
If you could make one improvement to this site, what would it be?

Text area, no char limit
N
One Improvement



































































































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