883 2014 883 DHS CIS Citizenship Resource Center

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

2014 883 DHS CIS Citizenship Resource Center.xlsx

2014 882 CMS Medicare - 2014 891 Treasury Direct v2

OMB: 1090-0008

Document [xlsx]
Download: xlsx | pdf

Overview

Model Qsts
Custom Qsts
Custom Qsts (7-12-13)


Sheet 1: Model Qsts

Model Instance Name:


Citizenship Resource Center


MID: QcUxIRJBEE4YQYIYgoJY1g==


Date: 11/18/2010


Citizenship Resource Center Satisfaction Survey
Model questions utilize the ACSI methodology to determine scores and impacts

ELEMENTS (drivers of satisfaction)
CUSTOMER SATISFACTION
FUTURE BEHAVIORS







Content (1=Poor, 10=Excellent, Don't Know)
Satisfaction
Likelihood to Return (1=Very Unlikely, 10=Very Likely)
1 Please rate the accuracy of information on the Citizenship Resource Center. 18 What is your overall satisfaction with the Citizenship Resource Center? 21 How likely are you to return to the Citizenship Resource Center?
2 Please rate the quality of information on the Citizenship Resource Center. 19 How well does the Citizenship Resource Center meet your expectations?
Recommend (1=Very Unlikely, 10=Very Likely)
3 Please rate the freshness of content on the Citizenship Resource Center. 20 How does the Citizenship Resource Center compare to your idea of an ideal website? 22 How likely are you to recommend the Citizenship Resource Center to someone else?

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


Primary Resource (1=Very Unlikely, 10=Very Likely)
4 Please rate the visual appeal of the Citizenship Resource Center.

23 How likely are you to use the Citizenship Resource Center as your primary resource for obtaining information about citizenship?
5 Please rate the balance of graphics and text on the Citizenship Resource Center.



6 Please rate the readability of the pages on the Citizenship Resource Center.




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


7 Please rate how well the Citizenship Resource Center is organized.
8 Please rate the options available for navigating the Citizenship Resource Center.
9 Please rate how well the Citizenship Resource Center layout helps you find what you are looking for.



10 Please rate the number of clicks to get where you want on the Citizenship Resource Center.




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



11 Please rate the relevance of search results on the Citizenship Resource Center.



12 Please rate the organization of search results on the Citizenship Resource Center.



13 Please rate how well the search results help you decide what to select.



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




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



15 Please rate how quickly pages load on the Citizenship Resource Center.



16 Please rate the consistency of speed from page to page on the Citizenship Resource Center.



17 Please rate the ability to load pages without getting error messages on the Citizenship Resource Center.




Sheet 2: Custom Qsts

Model Instance Name: red & strike-through: DELETE





Citizenship Resource Center underlined & italicized: RE-ORDER





MID: QcUxIRJBEE4YQYIYgoJY1g== pink: ADDITION





Date: 7/11/2013 blue + -->: REWORDING















Citizenship Resource Center 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 CQ Label
EDO08676
How often do you visit the Citizenship Resource Center? First time
Drop down, select one S Y
Frequency


More than once a day







Daily







About once a week







About once a month







Every 6 months or less





EDO08677
How did you hear about us? USCIS website
Checkbox, one-up vertical M Y OPS Group Source


Online ad/media







Offline ad (print, radio, television)







Email







Brochure/publication







Public event







USCIS Official







Word-of-mouth







Family/Friends







Community Organization







Citizenship class







Other, please specify: A




EDO08678 A Other source

Text field, <100 char


Other source
EDO08679
What best describes your role when coming to the Citizenship Resource Center? Naturalization applicant/permanent resident
Radio button, one-up vertical S Y OPS Group Role


Family or friend of a naturalization applicant/permanent resident







Adult educator/teacher







Volunteer







Immigrant-serving organization staff







State or local government employee







Attorney







USCIS employee







Other, please specify: A




EDO08680 A Other role

Text field, <100 char
N
Other role
EDO08681
What area of the Citizenship Resource Center are you primarily visiting today? Learners
Radio button, one-up vertical S Y OPS Group Area Visited


Teachers







Organizations







Other Languages







Other, please specify: A




EDO08682 A Other area visited

Text field, <100 char
N
Other area
EDO08683
What is your primary reason for visiting the Citizenship Resource Center today? Just browsing
Radio button, one-up vertical S Y Skip Logic Group Primary Reason


Learn about the Citizenship Resource Center







Learn about naturalization







Apply for citizenship







Study for the test







Find free information events







Learn about citizenship rights and responsibilities







Find classroom tools (for professionals)







Learn about current USCIS grant opportunities







Find links to program administration, professional development, and training resources







Find a citizenship class







Other, please specify: A




EDO08684 A Other primary reason

Text area, no char limit
N
Other reason
EDO08685
If you were looking for a specific resource, please tell us which resource(s) were you trying to locate?

Text area, no char limit
Y
Resource
EDO08686
What method do you primarily use to find information on the Citizenship Resource Center? Site's search feature B,C Drop down, select one S Y Skip Logic Group Method


Top navigation bar E






Links in the page G






Site map







Other, please specify: A




EDO08687 A Other method

Text field, <100 char
N
Other method
ACQDom0006690 B What search terms did you use today to find what you were looking for?





Search Terms
ACQDom0006691 C If you used the site's search feature today, did you have any difficulties with the search? No difficulty encountered
Checkbox, one-up vertical M N Skip Logic Group Search Difficulty


Search results were not helpful






Returned too many results






Returned not enough results






Returned no results






Returned results that were too similar/redundant






Results were not relevant to my search terms or needs






Search speed was too slow






Other, please specify: D



ACQDom0006694 D Other search difficulty

Text area, no char limit
N
Other search diff
ACQDom0006692 E If you used the top navigational bar today, did you have any difficulties with the navigation? No difficulty encountered
Checkbox, one-up vertical M N Skip Logic Group Navigational Difficulty


Too many navigational choices






Navigation bar did not take me where I expected






Had difficulty finding detailed information on your web pages






Had difficulty finding related information on your web pages






Navigation bar did not support what I was trying to accomplish






Would often feel lost, and did not know where I was on your site






Had various technical difficulties (links didn't work, received error messages, etc.)






Could not navigate back to previous information






Other, please specify: F



ACQDom0006695 F Other navigation difficulty

Text area, no char limit
N
Other nav diff
ACQDom0006693 G If you used links today, did you have any difficulties with the links? No difficulty encountered
Checkbox, one-up vertical M N Skip Logic Group Links Difficulty


Too many links






Links did not take me where I expected






Had difficulty finding detailed information on your web pages






Had difficulty finding related information on your web pages






Links did not support what I was trying to accomplish






Would often feel lost, and did not know where I was on your site






Had various technical difficulties (links didn't work, received error messages, etc.)






Could not navigate back to previous information






Other, please specify: H



ACQDom0006696 H Other difficulty with links

Text area, no char limit
N
Other link diff
EDO08688
Did you find what you were looking for today? Yes
Drop down, select one S Y Skip Logic Group Find info


Partially







Still looking A






No A




EDO08689 A If you were unable to find what you were looking for, please specify the information you were trying to find.

Text area, no char limit
N
Info not found
EDO08690
If you could make one improvement to the Citizenship Resource Center, what would it be?

Text area, no char limit
N
Improvement
EDO08691
In which state do you reside? Outside of US
Drop down, select one S Y OPS Group State


Alabama







Alaska







Arizona







Arkansas







California







Colorado







Connecticut







Delaware







District of Columbia







Florida







Georgia







Hawaii







Idaho







Illinois







Indiana







Iowa







Kansas







Kentucky







Louisiana







Maine







Maryland







Massachusetts







Michigan







Minnesota







Mississippi







Missouri







Montana







Nebraska







Nevada







New Hampshire







New Jersey







New Mexico







New York







North Carolina







North Dakota







Ohio







Oklahoma







Oregon







Pennsylvania







Rhode Island







South Carolina







South Dakota







Tennessee







Texas







Utah







Vermont







Virginia







Washington







West Virginia







Wisconsin







Wyoming







American Samoa







Guam







Puerto Rico







U.S. Virgin Islands







Northern Mariana Islands







Other, please specify: A




EDO08692 A Other location

Text field, <100 char
N
Other location
CJI6206
What is your gender? Female
Radio button, one-up vertical S N
Gender


Male





CJI6207
Please select the category that includes your age? 17 and under
Drop down, select one S N
Age


18 – 24







25 – 34







35 – 44







45 – 54







55 – 64







65 and over





CJI6208
Which of the following best describes the highest level of education you have completed? Current middle or high school student
Drop down, select one S N
Education


Did not complete high school







High school graduate







Vocational school







College/university graduate







Some postgraduate school







Masters/professional degree







Doctoral Degree





CJI6209
What is your country of birth? United States of America
Drop down, select one S N
Location


Afghanistan







Albania







Algeria







American Somoa







Andorra







Angola







Anguilla







Antarctica







Antigua and Barbuda







Argentina







Armenia







Aruba







Australia







Austria







Azerbaijan







Bahamas







Bahrain







Bangladesh







Barbados







Belarus







Belgium







Belize







Benin







Bermuda







Bhutan







Bolivia







Bosnia and Herzegovina







Botswana







Brazil







Brunei Darussalam







Bulgaria







Burkina Faso







Burundi







Cambodia







Cameroon







Canada







Cape Verde







Cayman Islands







Central African Republic







Chad







Chile







China







Christmas Island







Cocos (Keeling) Islands







Colombia







Comoros







Democratic Republic of the Congo (Kinshasa)







Congo, Republic of (Brazzaville)







Cook Islands







Costa Rica







Côte d'Ivoire







Croatia







Cuba







Cyprus







Czech Republic







Denmark







Djibouti







Dominica







Dominican Republic







East Timor (Timor-Leste)







Ecuador







Egypt







El Salvador







Equatorial Guinea







Eritrea







Estonia







Ethiopia







Falkland Islands







Faroe Islands







Fiji







Finland







France







French Guiana







French Polynesia







French Southern Territories







Gabon







Gambia







Georgia







Germany







Ghana







Gibraltar







Greece







Greenland







Grenada







Guadeloupe







Guam







Guatemala







Guinea







Guinea-Bissau







Guyana







Haiti







Holy See







Honduras







Hong Kong







Hungary







Iceland







India







Indonesia







Iran (Islamic Republic of)







Iraq







Ireland







Israel







Italy







Jamaica







Japan







Jordan







Kazakhstan







Kenya







Kiribati







Korea, Democratic People's Republic (North Korea)







Korea, Republic of (South Korea)







Kosovo







Kuwait







Kyrgyzstan







Lao People's Democratic Republic







Latvia







Lebanon







Lesotho







Liberia







Libya







Liechtenstein







Lithuania







Luxembourg







Macau







Macedonia , Republic of







Madagascar







Malawi







Malaysia







Maldives







Mali







Malta







Marshall Islands







Martinique







Mauritania







Mauritius







Mayotte







Mexico







Micronesia (Federated States of)







Moldova, Republic of







Monaco







Mongolia







Montenegro







Montserrat







Morocco







Mozambique







Myanmar, Burma







Namibia







Nauru







Nepal







Netherlands







Netherlands Antilles







New Caledonia







New Zealand







Nicaragua







Niger







Nigeria







Niue







Northern Mariana Islands







Norway







Oman







Pakistan







Palau







Palestinian territories







Panama







Papua New Guinea







Paraguay







Peru







Philippines







Pitcairn Island







Poland







Portugal







Puerto Rico







Qatar







Reunion Island







Romania







Russian Federation







Rwanda







Saint Kitts and Nevis







Saint Lucia







Saint Vincent and the Grenadines







Samoa







San Marino







Sao Tome and Principe







Saudi Arabia







Senegal







Serbia







Seychelles







Sierra Leone







Singapore







Slovakia (Slovak Republic)







Slovenia







Solomon Islands







Somalia







South Africa







South Sudan







Spain







Sri Lanka







Sudan







Suriname







Swaziland







Sweden







Switzerland







Syria, Syrian Arab Republic







Taiwan (Republic of China)







Tajikistan







Tanzania







Thailand







Tibet







Togo







Tokelau







Tonga







Trinidad and Tobago







Tunisia







Turkey







Turkmenistan







Turks and Caicos Islands







Tuvalu







Uganda







Ukraine







United Arab Emirates







United Kingdom







Uruguay







Uzbekistan







Vanuatu







Vatican City State (Holy See)







Venezuela







Vietnam







Virgin Islands (British)







Virgin Islands (U.S.)







Wallis and Futuna Islands







Western Sahara







Yemen







Zambia







Zimbabwe






Sheet 3: Custom Qsts (7-12-13)

Model Instance Name: red & strike-through: DELETE





Citizenship Resource Center underlined & italicized: RE-ORDER





MID: QcUxIRJBEE4YQYIYgoJY1g== pink: ADDITION





Date: 7/11/2013 blue + -->: REWORDING















Citizenship Resource Center 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 CQ Label
EDO08676
How often do you visit the Citizenship Resource Center? First time
Drop down, select one S Y
Frequency


More than once a day







Daily







About once a week







About once a month







Every 6 months or less





EDO08677
How did you hear about us? USCIS website
Checkbox, one-up vertical M Y OPS Group Source


Online ad/media







Offline ad (print, radio, television)







Email







Brochure/publication







Public event







USCIS Official







Word-of-mouth







Family/Friends







Community Organization







Citizenship class







Other, please specify: A




EDO08678 A Other source

Text field, <100 char


Other source
EDO08679
What best describes your role when coming to the Citizenship Resource Center? Naturalization applicant/permanent resident
Radio button, one-up vertical S Y OPS Group Role


Family or friend of a naturalization applicant/permanent resident







Adult educator/teacher







Volunteer







Immigrant-serving organization staff







State or local government employee







Attorney







USCIS employee







Other, please specify: A




EDO08680 A Other role

Text field, <100 char
N
Other role
EDO08681
What area of the Citizenship Resource Center are you primarily visiting today? Learners
Radio button, one-up vertical S Y OPS Group Area Visited


Teachers







Organizations







Other Languages







Other, please specify: A




EDO08682 A Other area visited

Text field, <100 char
N
Other area
EDO08683
What is your primary reason for visiting the Citizenship Resource Center today? Just browsing
Radio button, one-up vertical S Y Skip Logic Group Primary Reason


Learn about the Citizenship Resource Center







Learn about naturalization







Apply for citizenship







Study for the test







Find free information events







Learn about citizenship rights and responsibilities







Find classroom tools (for professionals)







Learn about current USCIS grant opportunities







Find links to program administration, professional development, and training resources







Find a citizenship class







Other, please specify: A




EDO08684 A Other primary reason

Text area, no char limit
N
Other reason
EDO08685
If you were looking for a specific resource, please tell us which resource(s) were you trying to locate?

Text area, no char limit
Y
Resource
EDO08686
What method do you primarily use to find information on the Citizenship Resource Center? Site's search feature B,C Drop down, select one S Y Skip Logic Group Method


Top navigation bar E






Links in the page G






Site map







Other, please specify: A




EDO08687 A Other method

Text field, <100 char
N
Other method
ACQDom0006690 B What search terms did you use today to find what you were looking for?





Search Terms
ACQDom0006691 C If you used the site's search feature today, did you have any difficulties with the search? No difficulty encountered
Checkbox, one-up vertical M N Skip Logic Group Search Difficulty


Search results were not helpful






Returned too many results






Returned not enough results






Returned no results






Returned results that were too similar/redundant






Results were not relevant to my search terms or needs






Search speed was too slow






Other, please specify: D



ACQDom0006694 D Other search difficulty

Text area, no char limit
N
Other search diff
ACQDom0006692 E If you used the top navigational bar today, did you have any difficulties with the navigation? No difficulty encountered
Checkbox, one-up vertical M N Skip Logic Group Navigational Difficulty


Too many navigational choices






Navigation bar did not take me where I expected






Had difficulty finding detailed information on your web pages






Had difficulty finding related information on your web pages






Navigation bar did not support what I was trying to accomplish






Would often feel lost, and did not know where I was on your site






Had various technical difficulties (links didn't work, received error messages, etc.)






Could not navigate back to previous information






Other, please specify: F



ACQDom0006695 F Other navigation difficulty

Text area, no char limit
N
Other nav diff
ACQDom0006693 G If you used links today, did you have any difficulties with the links? No difficulty encountered
Checkbox, one-up vertical M N Skip Logic Group Links Difficulty


Too many links






Links did not take me where I expected






Had difficulty finding detailed information on your web pages






Had difficulty finding related information on your web pages






Links did not support what I was trying to accomplish






Would often feel lost, and did not know where I was on your site






Had various technical difficulties (links didn't work, received error messages, etc.)






Could not navigate back to previous information






Other, please specify: H



ACQDom0006696 H Other difficulty with links

Text area, no char limit
N
Other link diff
EDO08688
Did you find what you were looking for today? Yes
Drop down, select one S Y Skip Logic Group Find info


Partially







Still looking A






No A




EDO08689 A If you were unable to find what you were looking for, please specify the information you were trying to find.

Text area, no char limit
N
Info not found
EDO08690
If you could make one improvement to the Citizenship Resource Center, what would it be?

Text area, no char limit
N
Improvement
EDO08691
In which state do you reside? Outside of US
Drop down, select one S Y OPS Group State


Alabama







Alaska







Arizona







Arkansas







California







Colorado







Connecticut







Delaware







District of Columbia







Florida







Georgia







Hawaii







Idaho







Illinois







Indiana







Iowa







Kansas







Kentucky







Louisiana







Maine







Maryland







Massachusetts







Michigan







Minnesota







Mississippi







Missouri







Montana







Nebraska







Nevada







New Hampshire







New Jersey







New Mexico







New York







North Carolina







North Dakota







Ohio







Oklahoma







Oregon







Pennsylvania







Rhode Island







South Carolina







South Dakota







Tennessee







Texas







Utah







Vermont







Virginia







Washington







West Virginia







Wisconsin







Wyoming







American Samoa







Guam







Puerto Rico







U.S. Virgin Islands







Northern Mariana Islands







Other, please specify: A




EDO08692 A Other location

Text field, <100 char
N
Other location
CJI6206
What is your gender? Female
Radio button, one-up vertical S N
Gender


Male





CJI6207
Please select the category that includes your age? 17 and under
Drop down, select one S N
Age


18 – 24







25 – 34







35 – 44







45 – 54







55 – 64







65 and over





CJI6208
Which of the following best describes the highest level of education you have completed? Current middle or high school student
Drop down, select one S N
Education


Did not complete high school







High school graduate







Vocational school







College/university graduate







Some postgraduate school







Masters/professional degree







Doctoral Degree





CJI6209
What is your country of birth? United States of America
Drop down, select one S N
Location


Afghanistan







Albania







Algeria







American Somoa







Andorra







Angola







Anguilla







Antarctica







Antigua and Barbuda







Argentina







Armenia







Aruba







Australia







Austria







Azerbaijan







Bahamas







Bahrain







Bangladesh







Barbados







Belarus







Belgium







Belize







Benin







Bermuda







Bhutan







Bolivia







Bosnia and Herzegovina







Botswana







Brazil







Brunei Darussalam







Bulgaria







Burkina Faso







Burundi







Cambodia







Cameroon







Canada







Cape Verde







Cayman Islands







Central African Republic







Chad







Chile







China







Christmas Island







Cocos (Keeling) Islands







Colombia







Comoros







Democratic Republic of the Congo (Kinshasa)







Congo, Republic of (Brazzaville)







Cook Islands







Costa Rica







Côte d'Ivoire







Croatia







Cuba







Cyprus







Czech Republic







Denmark







Djibouti







Dominica







Dominican Republic







East Timor (Timor-Leste)







Ecuador







Egypt







El Salvador







Equatorial Guinea







Eritrea







Estonia







Ethiopia







Falkland Islands







Faroe Islands







Fiji







Finland







France







French Guiana







French Polynesia







French Southern Territories







Gabon







Gambia







Georgia







Germany







Ghana







Gibraltar







Greece







Greenland







Grenada







Guadeloupe







Guam







Guatemala







Guinea







Guinea-Bissau







Guyana







Haiti







Holy See







Honduras







Hong Kong







Hungary







Iceland







India







Indonesia







Iran (Islamic Republic of)







Iraq







Ireland







Israel







Italy







Jamaica







Japan







Jordan







Kazakhstan







Kenya







Kiribati







Korea, Democratic People's Republic (North Korea)







Korea, Republic of (South Korea)







Kosovo







Kuwait







Kyrgyzstan







Lao People's Democratic Republic







Latvia







Lebanon







Lesotho







Liberia







Libya







Liechtenstein







Lithuania







Luxembourg







Macau







Macedonia , Republic of







Madagascar







Malawi







Malaysia







Maldives







Mali







Malta







Marshall Islands







Martinique







Mauritania







Mauritius







Mayotte







Mexico







Micronesia (Federated States of)







Moldova, Republic of







Monaco







Mongolia







Montenegro







Montserrat







Morocco







Mozambique







Myanmar, Burma







Namibia







Nauru







Nepal







Netherlands







Netherlands Antilles







New Caledonia







New Zealand







Nicaragua







Niger







Nigeria







Niue







Northern Mariana Islands







Norway







Oman







Pakistan







Palau







Palestinian territories







Panama







Papua New Guinea







Paraguay







Peru







Philippines







Pitcairn Island







Poland







Portugal







Puerto Rico







Qatar







Reunion Island







Romania







Russian Federation







Rwanda







Saint Kitts and Nevis







Saint Lucia







Saint Vincent and the Grenadines







Samoa







San Marino







Sao Tome and Principe







Saudi Arabia







Senegal







Serbia







Seychelles







Sierra Leone







Singapore







Slovakia (Slovak Republic)







Slovenia







Solomon Islands







Somalia







South Africa







South Sudan







Spain







Sri Lanka







Sudan







Suriname







Swaziland







Sweden







Switzerland







Syria, Syrian Arab Republic







Taiwan (Republic of China)







Tajikistan







Tanzania







Thailand







Tibet







Togo







Tokelau







Tonga







Trinidad and Tobago







Tunisia







Turkey







Turkmenistan







Turks and Caicos Islands







Tuvalu







Uganda







Ukraine







United Arab Emirates







United Kingdom







Uruguay







Uzbekistan







Vanuatu







Vatican City State (Holy See)







Venezuela







Vietnam







Virgin Islands (British)







Virgin Islands (U.S.)







Wallis and Futuna Islands







Western Sahara







Yemen







Zambia







Zimbabwe





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