Form 882 2041 882 CMS Medicare

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

2014 882 CMS Medicare.xlsx

2014 882 CMS Medicare - 2014 891 Treasury Direct v2

OMB: 1090-0008

Document [xlsx]
Download: xlsx | pdf

Overview

Welcome and Thank You Text
Current Model Qsts
Current CQs
CQs (11-26-14)
CQs (4-30-14)
CQs (12-18-13)
CQs (4-25-13)
CQs (4-18-13)


Sheet 1: Welcome and Thank You Text

Model Instance Name:








Medicare Main







MID: JQI55ZlFBEVAxJV0dBR0oQ==






Date: 9/5/2012








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:







Medicare Main







MID:
JQI55ZlFBEVAxJV0dBR0oQ==




Partitioned (Y/N)?
Yes




Date:
9/5/2012



Medicare Main
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


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

Satisfaction

Return (1=Very Unlikely, 10=Very Likely)
1 Content - Accuracy Please rate your perception of the accuracy of information on this site. 20 Satisfaction - Overall What is your overall satisfaction with this site?
(1=Very Dissatisfied, 10=Very Satisfied)
23 Return How likely are you to return to this site?
2 Content -
Quality
Please rate the quality of information on this site. 21 Satisfaction - Expectations How well does this site meet your expectations?
(1=Falls Short, 10=Exceeds)


Recommend (1=Very Unlikely, 10=Very Likely)
3 Content - Up-To-Date Please rate how up-to-date this site's content is. 22 Satisfaction - Ideal How does this site compare to your idea of an ideal website?
(1=Not Very Close, 10=Very Close)
24 Recommend How likely are you to recommend this site to someone else?


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




Primary Resource (1=Very Unlikely, 10=Very Likely)
4 Functionality - Usefulness Please rate the usefulness of the website tools (search, print, bookmark, RSS, etc.) provided on this site.


25 Primary Resource How likely are you to use this site as your primary resource for getting information on Medicare?
5 Functionality - Convenient Please rate the convenient placement of the website tools (search, print, bookmark, RSS, etc.) on this site.




Trust (1=Strongly Disagree, 10=Strongly Agree)
6 Functionality - Variety Please rate the variety of website tools (search, print, bookmark, RSS, etc.) on this site.


26 Trust - Best Interests I can count on this agency to act in my best interests.


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


27 Trust - Do Right This agency can be trusted to do what is right.
7 Look and Feel - Appeal Please rate the visual appeal of this site.




Future Participation (1=Very Unlikely, 10=Very Likely)
8 Look and Feel - Balance Please rate the balance of graphics and text on this site.


28 Future Participation How likely are you to express your thoughts or ideas to Medicare in the next 90 days?
9 Look and Feel - Readability Please rate the readability of the pages on this site.







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





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





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





12 Navigation - Layout Please rate how well the site layout helps you find what you are looking for.





13 Navigation - Clicks Please rate the number of clicks to get where you want on this site.







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





14 Online Transparency - Disclose Please rate how thoroughly this site discloses information about what this agency is doing.





15 Online Transparency - Quick Please rate how quickly agency information is made available on this site.





16 Online Transparency - Access Please rate how well information about this agency's actions can be accessed by the public on this site.







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





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





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





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









































































































































Sheet 3: Current CQs

Model Instance Name:

red & strike-through: DELETE





Medicare Main

underlined & italicized: RE-ORDER





MID: JQI55ZlFBEVAxJV0dBR0oQ==

pink: ADDITION





Date: 9/5/2012 blue + -->: REWORDING















Medicare Main CUSTOM QUESTION LIST
bharati.hulbanni: Hide (DO NOT DELETE) this column before sending to a client. QID bharati.hulbanni: there should be NO MORE THAN ONE LETTER IN HERE (Skip Logic Label) Skip Logic Label Question Text Answer Choices
(limited to 50 characters)
Skip to Type (select from list) Single or Multi Required
Y/N
bharati.hulbanni: Can not have more than one CQ GroupType (denoted by an *) within one colored group in 'Special Instructions' . Special Instructions CQ Label
LNH0837
How frequently do you visit Medicare.gov? Daily
Radio button, one-up vertical Single Y
Visit Frequency



A few times a week








Monthly








Every few months








Every 6 months or less often








This is my first time visiting this site





LNH0838
What was your primary reason for visiting the website? Get an answer to a coverage question
Radio button, one-up vertical Single Y Skip Logic Group* Reason



Fix a Medicare card issue








Find a health or drug plan








Find out how Medicare works with other insurance








Get help with costs



Randomize



Find doctors , hospitals, or other facilities








Apply online for Medicare








Opt out of the Medicare & You handbook








Find someone to talk to








Login to www.MyMedicare.gov








Fill out my Initial Enrollment Questionnaire








Find medical equipment and supplies








Print a form








Check on the status of a claim








Sign up for automatic payments








Update personal information, such as address or phone number








Other A




LNH0839 A What was your other primary reason?

Text area, no char limit
N Skip Logic Group* Other Reason
CAS0056952
Did you try to log in to MyMedicare.gov today? Yes A Radio button, one-up vertical S Y Skip Logic Group* MyMedicareLogin



No





CAS0056963 A Was your login attempt successful? Yes
Radio button, one-up vertical S Y Skip Logic Group* SuccessMMLogin



No





LNH0840
What was your primary role while visiting the website? Person with Medicare K Radio button, one-up vertical Single Y Skip Logic Group* Role



I’ll get Medicare soon








Caregiver K







Family member or friend of a person with Medicare K







Doctor or health care provider








Other J




ACQhar0026379 J What was your other primary role?

Text area, no char limit
N Skip Logic Group* Other Role
CAS0045802 K Have you ever used the Medicare & You handbook? Yes, a paper copy of the Medicare & You handbook L Radio button, one-up vertical Single Y Skip Logic Group* Handbook - Use



Yes, the Medicare & You pages on this website








Yes, the downloadable PDF Medicare & You handbook from this website L







No





CAS0045768 L Did you know that there are Medicare & You pages on this website that cover the material in the handbook? Yes
Radio button, one-up vertical Single Y Skip Logic Group* Handbook - Pages



No M




CAS0045769 M Would you be interested in using the Medicare & You pages on this website to get the information from the handbook instead of the paper or PDF version of the handbook? Please describe why or why not:

Text area, no char limit
N Skip Logic Group* OE - Handbook Pages
LNH0842
How did you primarily look for information on the website today? Search feature S, D, E Radio button, one-up vertical Single Y Skip Logic Group* Look for Info



Top navigation bar G







Left navigation bar G







Links in the center of the page G







A-Z Index G







Other C, G




LNH0843 C What other way did you primarily look for information?

Text area, no char limit
N Skip Logic Group* Other Look for Info
CAS0045770 S Which search did you use? The search box in the top right corner of the website
Radio button, one-up vertical Single Y Skip Logic Group* Search Feature



The search box in the middle of the website’s main page





LNH0844 D What was your experience with the website's search feature today? (Please select all that apply.) The search feature met my needs today
Checkbox, one-up vertical Multi Y Skip Logic Group* Search Experience



Results were not relevant








Too many results








Not enough results








No results or search timed out








Got error message(s)








Search speed was too slow








I experienced a different search issue: F




LNH0845 F What other experience did you have while using the search feature?

Text area, no char limit
N Skip Logic Group* Other Search Exp
LNH0846 G Please tell us about your navigation experience on the website today. (Please select all that apply.) Denise.Philips: If selected, please eliminate all other options. I navigated this website easily
Checkbox, one-up vertical Multi
Skip Logic Group* Nav Experience



Links often didn't take me where I expected O







I had difficulty finding relevant information








Links/labels are difficult to understand P







Too many links/navigational options to choose from








I had technical difficulties (error messages, broken links, etc.) O







I couldn't navigate back to previous information








I had a navigation problem not listed above: M




LNH0847 M What other navigation problem did you experience?

Text area, no char limit
N Skip Logic Group* Other Nav Exp
LNH0848 O What links or paths didn't take you where they should have?

Text area, no char limit
N Skip Logic Group* Nav Path Unexpected
LNH0849 P What specific links/labels were difficult to understand?

Text area, no char limit
N Skip Logic Group* Nav Link Labels
LNH0850
Were you able to find what you were looking for today? Yes
Radio button, one-up vertical Single Y Skip Logic Group* Able to Find



No Q, R







Not sure Q, R




LNH0851 Q Please describe in detail what you were unable to do or find.

Text area, no char limit
N Skip Logic Group* Unable to Find
LNH0852 R What will you do next to find the answer? Return to Medicare.gov another time
Radio button, one-up vertical Single Y Skip Logic Group* Do Next



Look at other websites








E-mail Medicare.gov








Call 1-800-MEDICARE for information








Call your State Health Insurance Assistance Program (SHIP) or another organization for information








Stop looking








Other S




LNH0853 S What else will you do next?

Text area, no char limit
N Skip Logic Group* Other Do Next
LNH0857
If you could change or improve one thing about the website, what would it be?

Text area, no char limit
N
Improvement

Sheet 4: CQs (11-26-14)

Model Instance Name:

red & strike-through: DELETE





Medicare Main

underlined & italicized: RE-ORDER





MID: JQI55ZlFBEVAxJV0dBR0oQ==

pink: ADDITION





Date: 9/5/2012 blue + -->: REWORDING















Medicare Main CUSTOM QUESTION LIST
bharati.hulbanni: Hide (DO NOT DELETE) this column before sending to a client. QID bharati.hulbanni: there should be NO MORE THAN ONE LETTER IN HERE (Skip Logic Label) Skip Logic Label Question Text Answer Choices
(limited to 50 characters)
Skip to Type (select from list) Single or Multi Required
Y/N
bharati.hulbanni: Can not have more than one CQ GroupType (denoted by an *) within one colored group in 'Special Instructions' . Special Instructions CQ Label
LNH0837
How frequently do you visit Medicare.gov? Daily
Radio button, one-up vertical Single Y
Visit Frequency



A few times a week








Monthly








Every few months








Every 6 months or less often








This is my first time visiting this site





LNH0838
What was your primary reason for visiting the website? Get an answer to a coverage question
Radio button, one-up vertical Single Y Skip Logic Group* Reason



Fix a Medicare card issue








Find a health or drug plan








Find out how Medicare works with other insurance








Get help with costs



Randomize



Find doctors , hospitals, or other facilities








Apply online for Medicare








Opt out of the Medicare & You handbook








Find someone to talk to








Login to www.MyMedicare.gov








Fill out my Initial Enrollment Questionnaire








Find medical equipment and supplies








Print a form








Check on the status of a claim








Sign up for automatic payments








Update personal information, such as address or phone number








Other A




LNH0839 A What was your other primary reason?

Text area, no char limit
N Skip Logic Group* Other Reason
CAS0056952
Did you try to log in to MyMedicare.gov today? Yes A Radio button, one-up vertical S Y Skip Logic Group* MyMedicareLogin



No





CAS0056963 A Was your login attempt successful? Yes
Radio button, one-up vertical S Y Skip Logic Group* SuccessMMLogin



No





LNH0840
What was your primary role while visiting the website? Person with Medicare K Radio button, one-up vertical Single Y Skip Logic Group* Role



I’ll get Medicare soon








Caregiver K







Family member or friend of a person with Medicare K







Doctor or health care provider








Other J




ACQhar0026379 J What was your other primary role?

Text area, no char limit
N Skip Logic Group* Other Role
CAS0045802 K Have you ever used the Medicare & You handbook? Yes, a paper copy of the Medicare & You handbook L Radio button, one-up vertical Single Y Skip Logic Group* Handbook - Use



Yes, the Medicare & You pages on this website








Yes, the downloadable PDF Medicare & You handbook from this website L







No





CAS0045768 L Did you know that there are Medicare & You pages on this website that cover the material in the handbook? Yes
Radio button, one-up vertical Single Y Skip Logic Group* Handbook - Pages



No M




CAS0045769 M Would you be interested in using the Medicare & You pages on this website to get the information from the handbook instead of the paper or PDF version of the handbook? Please describe why or why not:

Text area, no char limit
N Skip Logic Group* OE - Handbook Pages
LNH0842
How did you primarily look for information on the website today? Search feature S, D, E Radio button, one-up vertical Single Y Skip Logic Group* Look for Info



Top navigation bar G







Left navigation bar G







Links in the center of the page G







A-Z Index G







Other C, G




LNH0843 C What other way did you primarily look for information?

Text area, no char limit
N Skip Logic Group* Other Look for Info
CAS0045770 S Which search did you use? The search box in the top right corner of the website
Radio button, one-up vertical Single Y Skip Logic Group* Search Feature



The search box in the middle of the website’s main page





LNH0844 D What was your experience with the website's search feature today? (Please select all that apply.) The search feature met my needs today
Checkbox, one-up vertical Multi Y Skip Logic Group* Search Experience



Results were not relevant








Too many results








Not enough results








No results or search timed out








Got error message(s)








Search speed was too slow








I experienced a different search issue: F




LNH0845 F What other experience did you have while using the search feature?

Text area, no char limit
N Skip Logic Group* Other Search Exp
LNH0846 G Please tell us about your navigation experience on the website today. (Please select all that apply.) Denise.Philips: If selected, please eliminate all other options. I navigated this website easily
Checkbox, one-up vertical Multi
Skip Logic Group* Nav Experience



Links often didn't take me where I expected O







I had difficulty finding relevant information








Links/labels are difficult to understand P







Too many links/navigational options to choose from








I had technical difficulties (error messages, broken links, etc.) O







I couldn't navigate back to previous information








I had a navigation problem not listed above: M




LNH0847 M What other navigation problem did you experience?

Text area, no char limit
N Skip Logic Group* Other Nav Exp
LNH0848 O What links or paths didn't take you where they should have?

Text area, no char limit
N Skip Logic Group* Nav Path Unexpected
LNH0849 P What specific links/labels were difficult to understand?

Text area, no char limit
N Skip Logic Group* Nav Link Labels
LNH0850
Were you able to find what you were looking for today? Yes
Radio button, one-up vertical Single Y Skip Logic Group* Able to Find



No Q, R







Not sure Q, R




LNH0851 Q Please describe in detail what you were unable to do or find.

Text area, no char limit
N Skip Logic Group* Unable to Find
LNH0852 R What will you do next to find the answer? Return to Medicare.gov another time
Radio button, one-up vertical Single Y Skip Logic Group* Do Next



Look at other websites








E-mail Medicare.gov








Call 1-800-MEDICARE for information








Call your State Health Insurance Assistance Program (SHIP) or another organization for information








Stop looking








Other S




LNH0853 S What else will you do next?

Text area, no char limit
N Skip Logic Group* Other Do Next
LNH0857
If you could change or improve one thing about the website, what would it be?

Text area, no char limit
N
Improvement

Sheet 5: CQs (4-30-14)

Model Instance Name:

red & strike-through: DELETE





Medicare Main

underlined & italicized: RE-ORDER





MID: JQI55ZlFBEVAxJV0dBR0oQ==

pink: ADDITION





Date: 9/5/2012 blue + -->: REWORDING















Medicare Main CUSTOM QUESTION LIST
bharati.hulbanni: Hide (DO NOT DELETE) this column before sending to a client. QID bharati.hulbanni: there should be NO MORE THAN ONE LETTER IN HERE (Skip Logic Label) Skip Logic Label Question Text Answer Choices
(limited to 50 characters)
Skip to Type (select from list) Single or Multi Required
Y/N
bharati.hulbanni: Can not have more than one CQ GroupType (denoted by an *) within one colored group in 'Special Instructions' . Special Instructions CQ Label
LNH0837
How frequently do you visit Medicare.gov? Daily
Radio button, one-up vertical Single Y
Visit Frequency



A few times a week








Monthly








Every few months








Every 6 months or less often








This is my first time visiting this site





LNH0838
What was your primary reason for visiting the website? Get an answer to a coverage question
Radio button, one-up vertical Single Y Skip Logic Group* Reason



Fix a Medicare card issue








Find a health or drug plan








Find out how Medicare works with other insurance








Get help with costs



Randomize



Find doctors , hospitals, or other facilities








Apply online for Medicare








Opt out of the Medicare & You handbook








Find someone to talk to








Login to www.MyMedicare.gov








Fill out my Initial Enrollment Questionnaire








Find medical equipment and supplies








Print a form








Check on the status of a claim








Sign up for automatic payments








Update personal information, such as address or phone number








Other A




LNH0839 A What was your other primary reason?

Text area, no char limit
N Skip Logic Group* Other Reason


Did you try to log in to MyMedicare.gov today? Yes A Radio button, one-up vertical S Y Skip Logic Group* MyMedicareLogin



No






A Was your login attempt successful? Yes
Radio button, one-up vertical S Y Skip Logic Group* SuccessMMLogin



No





LNH0840
What was your primary role while visiting the website? Person with Medicare K Radio button, one-up vertical Single Y Skip Logic Group* Role



I’ll get Medicare soon








Caregiver K







Family member or friend of a person with Medicare K







Doctor or health care provider








Other J




ACQhar0026379 J What was your other primary role?

Text area, no char limit
N Skip Logic Group* Other Role
CAS0045802 K Have you ever used the Medicare & You handbook? Yes, a paper copy of the Medicare & You handbook L Radio button, one-up vertical Single Y Skip Logic Group* Handbook - Use



Yes, the Medicare & You pages on this website








Yes, the downloadable PDF Medicare & You handbook from this website L







No





CAS0045768 L Did you know that there are Medicare & You pages on this website that cover the material in the handbook? Yes
Radio button, one-up vertical Single Y Skip Logic Group* Handbook - Pages



No M




CAS0045769 M Would you be interested in using the Medicare & You pages on this website to get the information from the handbook instead of the paper or PDF version of the handbook? Please describe why or why not:

Text area, no char limit
N Skip Logic Group* OE - Handbook Pages
LNH0842
How did you primarily look for information on the website today? Search feature S, D, E Radio button, one-up vertical Single Y Skip Logic Group* Look for Info



Top navigation bar G







Left navigation bar G







Links in the center of the page G







A-Z Index G







Other C, G




LNH0843 C What other way did you primarily look for information?

Text area, no char limit
N Skip Logic Group* Other Look for Info
CAS0045770 S Which search did you use? The search box in the top right corner of the website
Radio button, one-up vertical Single Y Skip Logic Group* Search Feature



The search box in the middle of the website’s main page





LNH0844 D What was your experience with the website's search feature today? (Please select all that apply.) The search feature met my needs today
Checkbox, one-up vertical Multi Y Skip Logic Group* Search Experience



Results were not relevant








Too many results








Not enough results








Returned no results








Got error message(s)








Search speed was too slow








I experienced a different search issue: F




LNH0845 F What other experience did you have while using the search feature?

Text area, no char limit
N Skip Logic Group* Other Search Exp
LNH0846 G Please tell us about your navigation experience on the website today. (Please select all that apply.) Denise.Philips: If selected, please eliminate all other options. I navigated this website easily
Checkbox, one-up vertical Multi
Skip Logic Group* Nav Experience



Links often didn't take me where I expected O







I had difficulty finding relevant information








Links/labels are difficult to understand P







Too many links/navigational options to choose from








I had technical difficulties (error messages, broken links, etc.) O







I couldn't navigate back to previous information








I had a navigation problem not listed above: M




LNH0847 M What other navigation problem did you experience?

Text area, no char limit
N Skip Logic Group* Other Nav Exp
LNH0848 O What links or paths didn't take you where they should have?

Text area, no char limit
N Skip Logic Group* Nav Path Unexpected
LNH0849 P What specific links/labels were difficult to understand?

Text area, no char limit
N Skip Logic Group* Nav Link Labels
LNH0850
Were you able to find what you were looking for today? Yes
Radio button, one-up vertical Single Y Skip Logic Group* Able to Find



No Q, R







Not sure Q, R




LNH0851 Q Please describe in detail what you were unable to do or find.

Text area, no char limit
N Skip Logic Group* Unable to Find
LNH0852 R What will you do next to find the answer? Return to Medicare.gov another time
Radio button, one-up vertical Single Y Skip Logic Group* Do Next



Look at other websites








E-mail Medicare.gov








Call 1-800-MEDICARE for information








Call your State Health Insurance Assistance Program (SHIP) or another organization for information








Stop looking








Other S




LNH0853 S What else will you do next?

Text area, no char limit
N Skip Logic Group* Other Do Next
LNH0857
If you could change or improve one thing about the website, what would it be?

Text area, no char limit
N
Improvement

Sheet 6: CQs (12-18-13)

Model Instance Name:

red & strike-through: DELETE





Medicare Main

underlined & italicized: RE-ORDER





MID: JQI55ZlFBEVAxJV0dBR0oQ==

pink: ADDITION





Date: 9/5/2012 blue + -->: REWORDING















Medicare Main CUSTOM QUESTION LIST
bharati.hulbanni: Hide (DO NOT DELETE) this column before sending to a client. QID bharati.hulbanni: there should be NO MORE THAN ONE LETTER IN HERE (Skip Logic Label) Skip Logic Label Question Text Answer Choices
(limited to 50 characters)
Skip to Type (select from list) Single or Multi Required
Y/N
bharati.hulbanni: Can not have more than one CQ GroupType (denoted by an *) within one colored group in 'Special Instructions' . Special Instructions CQ Label
LNH0837
How frequently do you visit Medicare.gov? Daily
Radio button, one-up vertical Single Y
Visit Frequency



A few times a week








Monthly








Every few months








Every 6 months or less often








This is my first time visiting this site





LNH0838
What was your primary reason for visiting the website? Get an answer to a coverage question
Radio button, one-up vertical Single Y Skip Logic Group* Reason



Fix a Medicare card issue








Find a health and or drug plan








Find out how Medicare works with other insurance








Get help with costs



Randomize



Find doctors and , hospitals, or other facilities








Apply online for Medicare








Opt out of the Medicare & You handbook








Find someone local to talk to








Login to www.MyMedicare.gov








Fill out my Initial Enrollment Questionnaire








Find medical equipment and supplies








Print a form








Check on the status of a claim








Sign up for automatic payments








Update personal information, such as address or phone number








Other A




LNH0839 A What was your other primary reason?

Text area, no char limit
N Skip Logic Group* Other Reason








































LNH0840
What was your primary role while visiting the website? Person with Medicare K Radio button, one-up vertical Single Y Skip Logic Group* Role



I’ll get Medicare soon








Caregiver K







Family member or friend of a person with Medicare K







Doctor or health care provider








Other J




ACQhar0026379 J What was your other primary role?

Text area, no char limit
N Skip Logic Group* Other Role

K Have you ever used the Medicare & You handbook? Yes, a paper copy of the Medicare & You handbook L Radio button, one-up vertical Single Y Skip Logic Group* Handbook - Use



Yes, the Medicare & You pages on this website








Yes, the downloadable PDF Medicare & You handbook from this website L







No






L Did you know that there are Medicare & You pages on this website that cover the material in the handbook? Yes
Radio button, one-up vertical Single Y Skip Logic Group* Handbook - Pages



No M





M Would you be interested in using the Medicare & You pages on this website to get the information from the handbook instead of the paper or PDF version of the handbook? Please describe why or why not:

Text area, no char limit
N Skip Logic Group* OE - Handbook Pages
LNH0841
What information about Medicare were you looking for? Part A (Hospital Insurance)
Radio button, one-up vertical Single Y
Contract



Part B (Medical Insurance)








Part C (Medicare Advantage)








Part D (Prescription Drug Coverage)








Not Applicable





LNH0842
How did you primarily look for information on the website today? Search feature S, D, E Radio button, one-up vertical Single Y Skip Logic Group* Look for Info



Top navigation bar G







Left navigation bar G







Links in the center of the page G







A-Z Index G







Other C, G




LNH0843 C What other way did you primarily look for information?

Text area, no char limit
N Skip Logic Group* Other Look for Info

S Which search did you use? The search box in the top right corner of the website
Radio button, one-up vertical Single Y Skip Logic Group* Search Feature



The search box in the middle of the website’s main page





LNH0844 D What was your experience with the website's search feature today? (Please select all that apply.) The search feature met my needs today
Checkbox, one-up vertical Multi Y Skip Logic Group* Search Experience



Results were not relevant








Too many results








Not enough results








Returned no results








Got error message(s)








Search speed was too slow








I experienced a different search issue: F




LNH0845 F What other experience did you have while using the search feature?

Text area, no char limit
N Skip Logic Group* Other Search Exp
LNH0846 G Please tell us about your navigation experience on the website today. (Please select all that apply.) Denise.Philips: If selected, please eliminate all other options. I navigated this website easily
Checkbox, one-up vertical Multi
Skip Logic Group* Nav Experience



Links often didn't take me where I expected O







I had difficulty finding relevant information








Links/labels are difficult to understand P







Too many links/navigational options to choose from








I had technical difficulties (error messages, broken links, etc.) O







I couldn't navigate back to previous information








I had a navigation problem not listed above: M




LNH0847 M What other navigation difficulty problem did you experience?

Text area, no char limit
N Skip Logic Group* Other Nav Exp
LNH0848 O What links or paths didn't take you where they should have?

Text area, no char limit
N Skip Logic Group* Nav Path Unexpected
LNH0849 P What specific links/labels were difficult to understand?

Text area, no char limit
N Skip Logic Group* Nav Link Labels
LNH0850
Were you able to find what you were looking for today? Yes
Radio button, one-up vertical Single Y Skip Logic Group* Able to Find



No Q, R







Not sure Q, R




LNH0851 Q Please describe in detail what you were unable to do or find.

Text area, no char limit
N Skip Logic Group* Unable to Find
LNH0852 R What will you do next to find the answer? Return to Medicare.gov another time
Radio button, one-up vertical Single Y Skip Logic Group* Do Next



Look at other websites for Medicare information








Look other places online








E-mail Medicare.gov








Call 1-800-MEDICARE for information








Call your State Health Insurance Assistance Program (SHIP) or another organization for information








Stop looking








Other S




LNH0853 S What else will you do next?

Text area, no char limit
N Skip Logic Group* Other Do Next
LNH0857
If you could change or improve one thing about the website, what would it be?

Text area, no char limit
N
Improvement

Sheet 7: CQs (4-25-13)

Model Instance Name:

red & strike-through: DELETE





Medicare Main

underlined & italicized: RE-ORDER





MID: JQI55ZlFBEVAxJV0dBR0oQ==

pink: ADDITION





Date: 9/5/2012 blue + -->: REWORDING















Medicare Main CUSTOM QUESTION LIST
bharati.hulbanni: Hide (DO NOT DELETE) this column before sending to a client. QID bharati.hulbanni: there should be NO MORE THAN ONE LETTER IN HERE (Skip Logic Label) Skip Logic Label Question Text Answer Choices
(limited to 50 characters)
Skip to Type (select from list) Single or Multi Required
Y/N
bharati.hulbanni: Can not have more than one CQ GroupType (denoted by an *) within one colored group in 'Special Instructions' . Special Instructions CQ Label
LNH0837
How frequently do you visit Medicare.gov? Daily
Radio button, one-up vertical Single Y
Visit Frequency



A few times a week








Monthly








Every few months








Every 6 months or less often








This is my first time visiting this site





LNH0838
What was your primary reason for visiting the website? Get an answer to a coverage question
Radio button, one-up vertical Single Y Skip Logic Group* Reason



Fix a Medicare card issue








Find a health and drug plan








Find out how Medicare works with other insurance








Get help with costs








Find doctors and hospitals








Apply online for Medicare








Opt out of the handbook








Find someone local








Login to www.MyMedicare.gov








Print a form








Check on the status of a claim








Sign up for automatic payments








Update personal information, such as address or phone number








Other A




LNH0839 A What was your other primary reason?

Text area, no char limit
N Skip Logic Group* Other Reason
LNH0840
What was your primary role while visiting the website? Person with Medicare
Radio button, one-up vertical Single Y Skip Logic Group* Role



Caregiver








Family member or friend of a person with Medicare








Doctor or health care provider








Other J




ACQhar0026379 J What was your other primary role?

Text area, no char limit
N Skip Logic Group* Other Role
LNH0841
What information about Medicare were you looking for? Part A (Hospital Insurance)
Radio button, one-up vertical Single Y
Contract



Part B (Medical Insurance)








Part C (Medicare Advantage)








Part D (Prescription Drug Coverage)








Not Applicable





LNH0842
How did you primarily look for information on the website today? Search feature D, E Radio button, one-up vertical Single Y Skip Logic Group* Look for Info



Top navigation bar G







Left navigation bar G







Links in the center of the page G







A-Z Index G







Other C, G




LNH0843 C What other way did you primarily look for information?

Text area, no char limit
N Skip Logic Group* Other Look for Info
LNH0844 D What was your experience with the website's search feature today? (Please select all that apply.) The search feature met my needs today
Checkbox, one-up vertical Multi Y Skip Logic Group* Search Experience



Results were not relevant








Too many results








Not enough results








Returned no results








Got error message(s)








Search speed was too slow








I experienced a different search issue: F




LNH0845 F What other experience did you have while using the search feature?

Text area, no char limit
N Skip Logic Group* Other Search Exp
LNH0846 G Please tell us about your navigation experience on the website today. (Please select all that apply.) Denise.Philips: If selected, please eliminate all other options. I navigated this website easily
Checkbox, one-up vertical Multi
Skip Logic Group* Nav Experience



Links often didn't take me where I expected O







I had difficulty finding relevant information








Links/labels are difficult to understand P







Too many links/navigational options to choose from








I had technical difficulties (error messages, broken links, etc.) O







I couldn't navigate back to previous information








I had a navigation problem not listed above: M




LNH0847 M What other navigation difficulty did you experience?

Text area, no char limit
N Skip Logic Group* Other Nav Exp
LNH0848 O What links or paths didn't take you where they should have?

Text area, no char limit
N Skip Logic Group* Nav Path Unexpected
LNH0849 P What specific links/labels were difficult to understand?

Text area, no char limit
N Skip Logic Group* Nav Link Labels
LNH0850
Were you able to find what you were looking for today? Yes
Radio button, one-up vertical Single Y Skip Logic Group* Able to Find



No Q, R







Not sure Q, R




LNH0851 Q Please describe in detail what you were unable to do or find.

Text area, no char limit
N Skip Logic Group* Unable to Find
LNH0852 R What will you do next? Return to Medicare.gov another time
Radio button, one-up vertical Single Y Skip Logic Group* Do Next



Look at other websites for Medicare information








Look other places online








E-mail Medicare.gov








Call 1-800-MEDICARE for information








Call your State Health Insurance Assistance Program (SHIP) for information








Stop looking








Other S




LNH0853 S What else will you do next?

Text area, no char limit
N Skip Logic Group* Other Do Next
LNH0854
Which of the following sources drove you to visit the website 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, Twitter)



Randomize



Message directly from the company on a social network








Online Pinboard (Pinterest)








Mobile phone text messages or alerts








Instant Message from a friend or colleague








Familiarity with Medicare








Promotional email(s) from Medicare








Search engine results








Word of mouth recommendation from someone I know








Printed article (newspaper, magazine, newsletter)








Meeting or conference I attended








Don't know



Anchor Answer Choice



Other



Anchor Answer Choice
LNH0855
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,Twitter)



Randomize



Message directly from the company on a social network








Online Pinboard (Pinterest)








Mobile phone text messages or alerts








Instant Message from a friend or colleague








Familiarity with Medicare








Promotional email(s) from Medicare








Search engine results








Word of mouth recommendation from someone I know








Printed article (newspaper, magazine, newsletter)








Meeting or conference I attended








Don't know



Anchor Answer Choice



Other



Anchor Answer Choice
LNH0856
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,Twitter)



Randomize



Message directly from the company on a social network








Online Pinboard (Pinterest)








Mobile phone text messages or alerts








Instant Message from a friend or colleague








Familiarity with Medicare








Promotional email(s) from Medicare








Search engine results








Word of mouth recommendation from someone I know








Printed article (newspaper, magazine, newsletter)








Meeting or conference I attended








Don't know



Anchor Answer Choice



Other



Anchor Answer Choice
LNH0857
If you could change or improve one thing about the website, what would it be?

Text area, no char limit
N
Improvement

Sheet 8: CQs (4-18-13)

Model Instance Name:


red & strike-through: DELETE





Medicare Main


underlined & italicized: RE-ORDER





MID: JQI55ZlFBEVAxJV0dBR0oQ==


pink: ADDITION





Date: 9/5/2012
blue + -->: REWORDING
















Medicare Main CUSTOM QUESTION LIST
bharati.hulbanni: Hide (DO NOT DELETE) this column before sending to a client. QID bharati.hulbanni: there should be NO MORE THAN ONE LETTER IN HERE (Skip Logic Label) Skip Logic Label Question Text bharati.hulbanni: Hide (DO NOT DELETE) this column before sending to a client. AnswerIDs (DOT) Answer Choices
(limited to 50 characters)
Skip to Type (select from list) Single or Multi Required
Y/N
bharati.hulbanni: Can not have more than one CQ GroupType (denoted by an *) within one colored group in 'Special Instructions' . Special Instructions CQ Label
LNH0837
How frequently do you visit Medicare.gov? LNH0837A01 Daily
Radio button, one-up vertical Single Y
Visit Frequency



LNH0837A02 A few times a week








LNH0837A03 Monthly








LNH0837A04 Every few months








LNH0837A05 Every 6 months or less often








LNH0837A06 This is my first time visiting this site





LNH0838
What was your primary reason for visiting the website? LNH0838A01 Get an answer to a coverage question
Radio button, one-up vertical Single Y Skip Logic Group* Reason



LNH0838A02 Fix a Medicare card issue








LNH0838A03 Find a health and drug plan








LNH0838A04 Find out how Medicare works with other insurance








LNH0838A05 Get help with costs








LNH0838A06 Find doctors and hospitals








LNH0838A07 Apply online for Medicare








LNH0838A08 Opt out of the handbook








LNH0838A09 Find someone local








LNH0838A10 Login to www.MyMedicare.gov









Print a form









Check on the status of a claim









Sign up for automatic payments









Update personal information, such as address or phone number








LNH0838A11 Other A




LNH0839 A What was your other primary reason?


Text area, no char limit
N Skip Logic Group* Other Reason
LNH0840
What was your primary role while visiting the website? LNH0840A01 Person with Medicare
Radio button, one-up vertical Single Y Skip Logic Group* Role



LNH0840A02 Caregiver








LNH0840A03 Family member or friend of a person with Medicare








LNH0840A04 Doctor or health care provider








LNH0840A05 Other J





J What was your other primary role?


Text area, no char limit
N Skip Logic Group* Other Role
LNH0841
What information about Medicare were you looking for? LNH0841A01 Part A (Hospital Insurance)
Radio button, one-up vertical Single Y
Contract



LNH0841A02 Part B (Medical Insurance)








LNH0841A03 Part C (Medicare Advantage)








LNH0841A04 Part D (Prescription Drug Coverage)








LNH0841A05 Not Applicable





LNH0842
How did you primarily look for information on the website today? LNH0842A01 Search feature D, E Radio button, one-up vertical Single Y Skip Logic Group* Look for Info



LNH0842A02 Top navigation bar G







LNH0842A03 Left navigation bar G







LNH0842A04 Links in the center of the page G







LNH0842A05 A-Z Index G







LNH0842A06 Other C, G




LNH0843 C What other way did you primarily look for information?


Text area, no char limit
N Skip Logic Group* Other Look for Info
LNH0844 D What was your experience with the website's search feature today? (Please select all that apply.) LNH0844A01 The search feature met my needs today
Checkbox, one-up vertical Multi Y Skip Logic Group* Search Experience



LNH0844A02 Results were not relevant








LNH0844A03 Too many results








LNH0844A04 Not enough results








LNH0844A05 Returned no results








LNH0844A06 Got error message(s)








LNH0844A07 Search speed was too slow








LNH0844A08 I experienced a different search issue: F




LNH0845 F What other experience did you have while using the search feature?


Text area, no char limit
N Skip Logic Group* Other Search Exp
LNH0846 G Please tell us about your navigation experience on the website today. (Please select all that apply.) LNH0846A01 Denise.Philips: If selected, please eliminate all other options. I navigated this website easily
Checkbox, one-up vertical Multi
Skip Logic Group* Nav Experience



LNH0846A02 Links often didn't take me where I expected O







LNH0846A03 I had difficulty finding relevant information








LNH0846A04 Links/labels are difficult to understand P







LNH0846A05 Too many links/navigational options to choose from








LNH0846A06 I had technical difficulties (error messages, broken links, etc.) O







LNH0846A07 I couldn't navigate back to previous information








LNH0846A08 I had a navigation problem not listed above: M




LNH0847 M What other navigation difficulty did you experience?


Text area, no char limit
N Skip Logic Group* Other Nav Exp
LNH0848 O What links or paths didn't take you where they should have?


Text area, no char limit
N Skip Logic Group* Nav Path Unexpected
LNH0849 P What specific links/labels were difficult to understand?


Text area, no char limit
N Skip Logic Group* Nav Link Labels
LNH0850
Were you able to find what you were looking for today? LNH0850A01 Yes
Radio button, one-up vertical Single Y Skip Logic Group* Able to Find



LNH0850A02 No Q, R







LNH0850A03 Not sure Q, R




LNH0851 Q Please describe in detail what you were unable to do or find.


Text area, no char limit
N Skip Logic Group* Unable to Find
LNH0852 R What will you do next? LNH0852A01 Return to Medicare.gov another time
Radio button, one-up vertical Single Y Skip Logic Group* Do Next



LNH0852A02 Look at other websites for Medicare information








LNH0852A03 Look other places online








LNH0852A04 E-mail Medicare.gov








LNH0852A05 Call 1-800-MEDICARE for information








LNH0852A06 Call your State Health Insurance Assistance Program (SHIP) for information








LNH0852A07 Stop looking








LNH0852A08 Other S




LNH0853 S What else will you do next?


Text area, no char limit
N Skip Logic Group* Other Do Next
LNH0854
Which of the following sources drove you to visit the website today? Please rank the top 3 (Rank 1 is most important).
Rank 1 (Required)
LNH0854A01 Message or recommendation from a friend on a social network
Drop down, select one Single Y Rank Group SV - Rank 1



LNH0854A02 Video I saw on YouTube








LNH0854A03 Internet blogs or discussion forums



Adjust Template/Style Sheet



LNH0854A04 Advertising on social networks (Facebook, Twitter)



Randomize



LNH0854A05 Message directly from the company on a social network








LNH0854A06 Online Pinboard (Pinterest)








LNH0854A07 Mobile phone text messages or alerts








LNH0854A08 Instant Message from a friend or colleague








LNH0854A09 Familiarity with Medicare








LNH0854A10 Promotional email(s) from Medicare








LNH0854A11 Search engine results








LNH0854A12 Word of mouth recommendation from someone I know








LNH0854A13 Printed article (newspaper, magazine, newsletter)








LNH0854A14 Meeting or conference I attended








LNH0854A15 Don't know



Anchor Answer Choice



LNH0854A16 Other



Anchor Answer Choice
LNH0855
Rank 2 (Optional) LNH0855A01 Message or recommendation from a friend on a social network
Drop down, select one Single N Rank Group SV - Rank 2



LNH0855A02 Video I saw on YouTube








LNH0855A03 Internet blogs or discussion forums



Adjust Template/Style Sheet



LNH0855A04 Advertising on social networks (Facebook,Twitter)



Randomize



LNH0855A05 Message directly from the company on a social network








LNH0855A06 Online Pinboard (Pinterest)








LNH0855A07 Mobile phone text messages or alerts








LNH0855A08 Instant Message from a friend or colleague








LNH0855A09 Familiarity with Medicare








LNH0855A10 Promotional email(s) from Medicare








LNH0855A11 Search engine results








LNH0855A12 Word of mouth recommendation from someone I know








LNH0855A13 Printed article (newspaper, magazine, newsletter)








LNH0855A14 Meeting or conference I attended








LNH0855A15 Don't know



Anchor Answer Choice



LNH0855A16 Other



Anchor Answer Choice
LNH0856
Rank 3 (Optional) LNH0856A01 Message or recommendation from a friend on a social network
Drop down, select one Single N Rank Group SV - Rank 3



LNH0856A02 Video I saw on YouTube








LNH0856A03 Internet blogs or discussion forums



Adjust Template/Style Sheet



LNH0856A04 Advertising on social networks (Facebook,Twitter)



Randomize



LNH0856A05 Message directly from the company on a social network








LNH0856A06 Online Pinboard (Pinterest)








LNH0856A07 Mobile phone text messages or alerts








LNH0856A08 Instant Message from a friend or colleague








LNH0856A09 Familiarity with Medicare








LNH0856A10 Promotional email(s) from Medicare








LNH0856A11 Search engine results








LNH0856A12 Word of mouth recommendation from someone I know








LNH0856A13 Printed article (newspaper, magazine, newsletter)








LNH0856A14 Meeting or conference I attended








LNH0856A15 Don't know



Anchor Answer Choice



LNH0856A16 Other



Anchor Answer Choice
LNH0857
If you could change or improve one thing about the website, what would it be?


Text area, no char limit
N
Improvement
File Typeapplication/vnd.openxmlformats-officedocument.spreadsheetml.sheet
File Modified0000-00-00
File Created0000-00-00

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