915 2015 915 TreasuryDirect

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

2015 915 TreasuryDirect.xlsx

2015 901 CMS Cahaba GBA JJ MAC - 2015 916 USDS FSIS

OMB: 1090-0008

Document [xlsx]
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Overview

Welcome and Thank You Text
Model Qsts
Current CQs


Sheet 1: Welcome and Thank You Text






Welcome and Thank You Text















Welcome Text
Thank You Text




Thank you for visiting TreasuryDirect. You have been randomly selected to take part in this survey that is being conducted by ForeSee Results on behalf of TreasuryDirect. Please take a minute or two to give us your opinions. The feedback you provide will help TreasuryDirect enhance its site and serve you better in the future. <p>All results are strictly confidential.</p>
Thank you for your time in completing this survey. Your input is very valuable and will be taken into consideration.






























Welcome Text - Alternate
Thank You Text - Alternate



















































































Sheet 2: Model Qsts

Model Name
TreasuryDirect v2



Red & Strike-Through: Delete
Model ID
1oA44tlsdkcINZIQtpkhxg4C



Underlined & Italicized: Re-order
Partitioned
Yes



Pink: Addition
Date
11/25/2014



Blue: Reword










Label Element Questions
Label Satisfaction Questions
Label Future Behaviors





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

Satisfaction

Return (1=Very Unlikely, 10=Very Likely)
1 Navigation - Organized Please rate how well the site is organized. 16 Satisfaction - Overall What is your overall satisfaction with this site?
(1=Very Dissatisfied, 10=Very Satisfied)
19 Return How likely are you to return to this site?
2 Navigation - Options Please rate the options available for navigating this site. 17 Satisfaction - Expectations How well does this site meet your expectations?
(1=Falls Short, 10=Exceeds)


Recommend (1=Very Unlikely, 10=Very Likely)
3 Navigation - Layout Please rate how well the site layout helps you find what you need. 18 Satisfaction - Ideal How does this site compare to your idea of an ideal website?
(1=Not Very Close, 10=Very Close)
20 Recommend How likely are you to recommend this agency 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.


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





6 Site Performance - Completeness Please rate how completely the page content loads on this site.







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





7 Site Information - Thoroughness Please rate the thoroughness of information provided on this site.





8 Site Information - Understandable Please rate how understandable this site’s information is.





9 Site Information - Answers Please rate how well the site’s information provides answers to your questions.







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





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





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





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







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





13 Information Browsing - Sort Please rate the ability to sort information by criteria that are important to you on this site.





14 Information Browsing - Narrow Please rate the ability to narrow choices to find the information you are looking for on this site.





15 Information Browsing - Features Please rate how well the features on the site help you find the information you need.




































































































































Sheet 3: Current CQs

Model Name TreasuryDirect v2


Red & Strike-Through: Delete

Model ID 1oA44tlsdkcINZIQtpkhxg4C


Underlined & Italicized: Re-order
Partitioned Yes


Pink: Addition
Date (1/2/2013)


Blue: Reword









QID Skip From Question Text Answer Choices Skip To Required
Y/N
Type Special Instructions CQ Label
LNH5573Q001
How frequently do you visit this site? First time
Y Drop down, select one
Visit Frequency


Daily






About once a week






About once a month






Every 6 months or less




LNH5573Q002
What best describes your role in visiting this site? Individual saver/investor
Y Drop down, select one
Role


Bank or credit union representative






Member of the press






Financial planner






Pension fund manager






Hedge fund manager






Broker






Primary dealer






Research analyst






Other




LNH5573Q003
What is your primary reason for visiting the site today? Perform research (i.e., gather information, savings bonds, value) B Y Radio button, one-up vertical Skip Logic Group Reason


Purchase a Treasury security






Open a TreasuryDirect account for myself D,E





Assist someone else in opening a TreasuryDirect account






Access my TreasuryDirect account D,E





Find info on exchanging paper savings bonds for electronic securities






Browsing the site






Other A



LNH5573Q004 A Please specify other reason for visiting the site.

N Text area, no char limit Skip Logic Group Other Reason
LNH5573Q005 B Which of the following best describes the topic that you are researching on our site today? Find ways to save for college or other goals
N Radio button, one-up vertical Skip Logic Group Topic



Learn about Treasury securities







Check rates







Learn about TreasuryDirect







Learn about T-bills, notes or TIPS







View the auction calendar







Learn about savings bonds







Calculate the current value of savings bonds owned







Learn how to exchange paper savings bonds for electronic securities







How to cash in/redeem bonds







National debt







Other C



LNH5573Q006 C Please specify other topic researched on the site.

N Text area, no char limit Skip Logic Group Other topic
LNH5573Q007 D Please tell us how useful are the user instructions within this application. Very useful
N Drop down, select one Skip Logic Group Account instructions



Somewhat useful







Not very useful







Not at all useful







Don't know




LNH5573Q008 E How easy was it to utilize the account features and navigate through the steps? Very easy
N Drop down, select one Skip Logic Group Account features



Somewhat easy







Somewhat difficult







Very difficult







Don't know




LNH5573Q009
What source brought you to our site? Search engine
Y Radio button, one-up vertical Skip Logic Group Source


Another website/link






Media/news story






Other government site






Site bookmarked






Referral from a friend/family/colleague/banker






Brochure, flyer, poster, or other printed material






Email from TreasuryDirect






Bank/Financial Institution






Other A



LNH5573Q010 A Please specify other source.

N Text area, no char limit Skip Logic Group Other source
LNH5573Q011
Did you find what you were looking for? Yes
Y Drop down, select one Skip Logic Group Find


No A





Partially




LNH5573Q012 A If you didn't find what you were looking for, please specify the information wanted.

N Text area, no char limit Skip Logic Group Info not found
LNH5573Q013
What method are you using to locate the information? Navigating through the Web pages X Y Drop down, select one Skip Logic Group Method


Site Map X





Search feature Y





Categories on the top navigation bar X





Categories on the left navigation bar X





Quick Links X





All of the above X,Y





Other




LNH5573Q014 Y If you used the site's search feature today, which of the following describes your experience with the search feature? Descriptions of results were helpful
N Drop down, select one Skip Logic Group Search difficulty



Descriptions of results were not helpful







Returned too many results







Returned not enough results







Returned results that were too similar/redundant







I was not sure what words to use in my search







Search required too many refinements to get to what I wanted







Results were not relevant to my search terms/needs







Other




LNH5573Q015 X What type of difficulty, if any, did you encounter with the navigation process? Encountered no difficulties with the navigation
N Drop down, select one Skip Logic Group Navigation difficulty



Could not determine the best link on most pages







Could not navigate back to previous information







Would often feel lost, not know where I was







Had difficulty finding related information







Too many links or navigational choices







Links did not take me where I expected







Could not get started or did not know where to begin







Had difficulty finding detailed information







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







Navigation did not support what I was trying to accomplish







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







Other




LNH5573Q016
What other information would you like to see on our site? More information on Treasury securities/savings bonds
Y Radio button, one-up vertical Skip Logic Group Other info wanted


More information on TreasuryDirect






More information on values and interest rates






Better instructions on using TreasuryDirect B





Better account instructions B





Other A



LNH5573Q017 A Please specify other information.

N Text area, no char limit Skip Logic Group Other info
LNH5573Q018 B Please provide some specifics of how can we improve the instructions to make it easier for you to use the TreasuryDirect site.

N Text area, no char limit Skip Logic Group Instructions
LNH5573Q019
If you could make one improvement to this site, what would it be?

N Text area, no char limit
Improvement
LNH5573Q020
What is your gender? Female
N Drop down, select one
Gender


Male




LNH5573Q021
Which range best describes your age? Under 18
N Drop down, select one
Age


18-24






25-34






35-44






45-54






55-64






65-74






75-84






85 or older




LNH5573Q022
Which of the following indicates the highest level of education you have completed? Grade school or some high school
N Drop down, select one
Education


High school graduate or GED






Some college/vocational school






College graduate






Some postgraduate school






Graduate/professional degree




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