886 2014 886 Maritime Administration

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

2014 886 Maritime Administration.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
Current CQs (10-17-13)


Sheet 1: Welcome and Thank You Text

Model Instance Name:








Maritime Administration







MID: New Measure - DOT will fill in






Date: 10/2/2013








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:







Maritime Administration







MID:
New Measure - DOT will fill in




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:
10/2/2013




Maritime Administration
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. 17 Satisfaction - Overall What is your overall satisfaction with this site?
(1=Very Dissatisfied, 10=Very Satisfied)
20 Return How likely are you to return to this site?
2 Content - Quality Please rate the quality of information on this site. 18 Satisfaction - Expectations How well does this site meet your expectations?
(1=Falls Short, 10=Exceeds)


Recommend (1=Very Unlikely, 10=Very Likely)
3 Content - Freshness Please rate the freshness of content on this site. 19 Satisfaction - Ideal How does this site compare to your idea of an ideal website?
(1=Not Very Close, 10=Very Close)
21 Recommend How likely are you to recommend this organization to someone else?


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




Primary Resource (1=Very Unlikely, 10=Very Likely)
4 Site Performance - Loading Please rate how quickly pages load on this site.


22 Primary Resource How likely are you to use this site as your primary resource for obtaining maritime information?
5 Site Performance - Consistency Please rate the consistency of speed from page to page on this site.




Trust (1=Strongly Disagree, 10=Strongly Agree)
6 Site Performance - Errors Please rate the ability to load pages without getting error messages on this site.


23 Trust - Trustworthy I consider this organization to be trustworthy.


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 are looking for.





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







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





11 Look and Feel - Appeal Please rate the visual appeal of this site.





12 Look and Feel - Balance Please rate the balance of graphics and text on this site.





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







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





14 Functionality - Usefulness Please rate the usefulness of the website tools (ex:search, print, email) provided on this site.





15 Functionality - Convenient Please rate the convenient placement of the website tools (ex:search, print, email) on this site.





16 Functionality - Variety Please rate the variety of website tools (ex:search, print, email) on this site.








































































Sheet 3: Current CQs

Model Instance Name:

red & strike-through: DELETE





Maritime Administration

underlined & italicized: RE-ORDER





MID: New Measure - DOT will fill in

pink: ADDITION





Date: 10/2/2013 blue + -->: REWORDING















Maritime Administration 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


How frequently do you visit this site? This is my first visit
Radio button, one-up vertical Single Y
Frequency



Every few months or less often








Monthly








Weekly








Several times a week








Daily/more than once a day







What is your main role visiting the site today? General public
Radio button, one-up vertical Single Y Skip Logic Group* Role



MARAD gateway office employee








Maritime industry companies (ship managers, shipyards, port operators, etc.)








Merchant Mariner








Media








Researcher








Other (please specify): A





A What is your other primary role?

Text field, <100 char
N Skip Logic Group* Other Role


What is your primary reason for visiting this site today? View data, statistics, and reports
Radio button, one-up vertical Single Y Skip Logic Group* Reason



Read about news, events, or press releases








Contact the Maritime Administration








Learn about maritime history








Learn about maritime educational academies or schools








Look for a job








Other (please specify): B





B What is your other reason for visiting?

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


What section(s) of the site did you visit today? (Please select all that apply.) About Us
Checkbox, one-up vertical Multi Y Skip Logic Group* Section



Education








Mariners








Environment, Safety & Security








Ports








Ships & Shipping








Resources








News Items








I'm not sure / I don't remember



Mutually Exclusive



Other (please specify): G





G What other section of the site did you visit?

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


What is the primary way that you looked for information on the site today? Advanced search D Radio button, one-up vertical Single Y Skip Logic Group* Look for Info



Links on the left side of the page G







Quick links in the center of the home page G







Search D







Site Map G







Top navigation bar G







Other (please specify): C, G





C What other way did you look for information?

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

D Please tell us about your experience with the site's search feature. (Please select all that apply.) Denise.Philips: If selected, eliminate other answer choices. The search feature met my needs today.
Radio button, one-up vertical Multi Y Skip Logic Group* Search Experience



I had issues with the basic search process (how to use it, terms to enter).








I had issues with the visual display of the search results (text size, images).








I had issues with the search results I received.








I had issues with sorting, filtering, advanced search, or lack of these options.








I had technical issues with the search feature.








Other (please specify): E





E What other search experience did you encounter? Please be specific.

Text area, no char limit
N Skip Logic Group* Other Search Experience
CAS0040562 G Please tell us about your experience navigating the website. (Please select all that apply.) Denise.Philips: If selected, eliminate other answer choices. I was able to navigate to the information I was looking for.
Radio button, one-up vertical Single Y Skip Logic Group* Navigation Experience



I could not navigate back to previous information.








I would often feel lost, not know where I was.








Links did not take me where I expected. H







Links/labels are difficult to understand. I







There were too many links or navigational choices.








I had technical difficulties (e.g. broken links, error messages). J







I had some other navigation experience. K




CAS0040563 H What links did not take you where you expected?

Text area, no char limit
N Skip Logic Group* Link Location
CAS0040582 I What links or labels were difficult to understand?

Text area, no char limit
N Skip Logic Group* Links Not Understand
CAS0040583 J Please describe your techinical difficulty with as much detail as possible.

Text area, no char limit
N Skip Logic Group* Tech Difficulty
CAS0040584 K What other type of navigation experience did you have? Please be specific.

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


Did you find what you were looking for today? Yes 
Radio button, one-up vertical Single Y Skip Logic Group* Find



Partially F







No F







I'm just browsing 






F What you were unable to find? Please be specific.

Text area, no char limit
N Skip Logic Group* Unable to Find


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

Text area, no char limit
N
Improvement


How likely are you to discourage others from interacting with this organization? 1 = Very Unlikely
Radio button, scale, no don't know Single Y
Discourage



2








3








4








5








6








7








8








9








10 = Very Likely






Sheet 4: Current CQs (10-17-13)

Model Instance Name:

red & strike-through: DELETE





Maritime Administration

underlined & italicized: RE-ORDER





MID: New Measure - DOT will fill in

pink: ADDITION





Date: 10/2/2013 blue + -->: REWORDING















Maritime Administration 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


How frequently do you visit this site? This is my first visit
Radio button, one-up vertical Single Y
Frequency



Every few months or less often








Monthly








Weekly








Several times a week








Daily/more than once a day







What is your main role visiting the site today? General public
Radio button, one-up vertical Single Y Skip Logic Group* Role



MARAD gateway office employee








Maritime industry companies (ship managers, shipyards, port operators, etc.)








Merchant Mariner








Media








Researcher








Other (please specify): A





A What is your other primary role?

Text field, <100 char
N Skip Logic Group* Other Role


What is your primary reason for visiting this site today? View data, and statistics, and reports
Radio button, one-up vertical Single Y Skip Logic Group* Reason



Read about news, events, or press releases








Contact the Maritime Administration








Learn about maritime history








Learn about maritime educational academies or schools








Look for a job








Other (please specify): B





B What is your other reason for visiting?

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


What section(s) of the site did you visit today? (Please select all that apply.) About Us
Checkbox, one-up vertical Multi Y Skip Logic Group* Section



Education








Mariners








Environment, Safety & Security








Ports








Ships & Shipping








Resources








News Items








I'm not sure / I don't remember G


Mutually Exclusive



Other (please specify): G


Mutually Exclusive

G What other section of the site did you visit?

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


What is the primary way that you looked for information on the site today? Advanced search D Radio button, one-up vertical Single Y Skip Logic Group* Look for Info



Links on the left side of the page G







Quick links in the center of the home page G







Search D







Site Map G







Top navigation bar G







Other (please specify): C, G





C What other way did you look for information?

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

D Please tell us about your experience with the site's search feature. (Please select all that apply.) Denise.Philips: If selected, eliminate other answer choices. The search feature met my needs today.
Radio button, one-up vertical Multi Y Skip Logic Group* Search Experience



I had issues with the basic search process (how to use it, terms to enter).








I had issues with the visual display of the search results (text size, images).








I had issues with the search results I received.








I had issues with sorting, filtering, advanced search, or lack of these options.








I had technical issues with the search feature.








Other (please specify): E





E What other search experience did you encounter? Please be specific.

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

G Please tell us about your experience navigating the website. (Please select all that apply.) Denise.Philips: If selected, eliminate other answer choices. I was able to navigate to the information I was looking for.
Radio button, one-up vertical Single Y Skip Logic Group* Navigation Experience



I could not navigate back to previous information.








I would often feel lost, not know where I was.








Links did not take me where I expected. H







Links/labels are difficult to understand. I







There were too many links or navigational choices.








I had technical difficulties (e.g. broken links, error messages). J







I had some other navigation experience. K





H What links did not take you where you expected?

Text area, no char limit
N Skip Logic Group* Link Location

I What links or labels were difficult to understand?

Text area, no char limit
N Skip Logic Group* Links Not Understand

J Please describe your techinical difficulty with as much detail as possible.

Text area, no char limit
N Skip Logic Group* Tech Difficulty

K What other type of navigation experience did you have? Please be specific.

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


Did you find what you were looking for today? Yes 
Radio button, one-up vertical Single Y Skip Logic Group* Find



Partially F







No F







I'm just browsing 






F What you were unable to find? Please be specific.

Text area, no char limit
N Skip Logic Group* Unable to Find


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

Text area, no char limit
N
Improvement


How likely are you to discourage others from interacting with this organization? 1 = Very Unlikely
Radio button, scale, no don't know Single Y
Discourage



2








3








4








5








6








7








8








9








10 = Very Likely





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