918 2015 918 Fiscal Service Questionnaire

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

2015 918 Fiscal Service Questionnaire.xlsx

2015 917 Alumni v3 Questionnaire

OMB: 1090-0008

Document [xlsx]
Download: xlsx | pdf

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 [Company/Site/Agency]. 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 for taking our survey - and for helping us serve you better. We appreciate your input!






























Welcome Text - Alternate
Thank You Text - Alternate




Thank you for visiting the Bureau of the Fiscal Service website. You have been randomly selected to take part in this survey that is being conducted by ForeSee on behalf of the U.S. Department of the Treasury. Please take a few minutes to give us your feedback. All results are strictly confidential.
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 web site.












































































Sheet 2: Model Qsts

Model Name
Fiscal Service

Red & Strike-Through: Delete


Model ID



Underlined & Italicized: Re-order

Partitioned
Yes

Pink: Addition

Date
2/13/2015

Blue: Reword











Label Element Questions
Label Satisfaction Questions
Label Future Behaviors





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

Satisfaction

Return (1=Very Unlikely, 10=Very Likely)

Look and Feel - Appeal Please rate the visual appeal of this site.
Satisfaction - Overall What is your overall satisfaction with this site?
(1=Very Dissatisfied, 10=Very Satisfied)

Return How likely are you to return to this site in the future?

Look and Feel - Balance Please rate the balance of graphics and text on this site.
Satisfaction - Expectations How well does this site meet your expectations?
(1=Falls Short, 10=Exceeds)


Recommend (1=Very Unlikely, 10=Very Likely)

Look and Feel - Readability Please rate the readability of the pages on this site.
Satisfaction - Ideal How does this site compare to your idea of an ideal website? (1=Not Very Close, 10=Very Close)
Recommend How likely are you to recommend this site to someone else?


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




Primary Resource (1=Very Unlikely, 10=Very Likely)

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



Primary Resource How likely are you to use this site as your primary resource for all Federal Government financial services?

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






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







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






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






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






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







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






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






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






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







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






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






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






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






Sheet 3: Current CQs

Model Name Fiscal Service
Red & Strike-Through: Delete




Model ID 0
Underlined & Italicized: Re-order



Partitioned Yes
Pink: Addition



Date 2/13/2015
Blue: Reword












QID Skip From Question Text Answer Choices Skip To Required
Y/N
Type Special Instructions CQ Label


What source brought you to this site? Search engine
Y Drop down, select one
Source


Bookmark/Favorite






Another website/Link






Newspaper article






Prior experience with Fiscal Service






Recommendation from friend/family/colleague






Other government agency






Other






How frequently do you visit this site? This is my first time
Y Drop down, select one
Frequency


Daily






Weekly






Monthly






Every couple of months or less often






Which best describes you? Construction employee
Y Radio button, one-up vertical
Role


Consultant






Disabled individual






Educator/teacher/professor






Federal government employee






Financial institution employee






Fiscal Service employee






Foreign individual






Government contractor






Insurance agent/broker/employee/underwriter






Local government employee






Member of the Media






Military member






Non-profit employee






Private citizen/taxpayer






Researcher






Retiree






Small business owner






State government employee






Student






Surety bond agent/underwriter






Tax preparer/accountant/attorney






Other






What is your primary interest or need in Fiscal Service information today? Personal
Y Drop down, select one
Interest


Professional






Both






Other






What type of information are you primarily looking for today? Accounting guidance/information
Y Radio button, one-up vertical
Type of info


Approved sureties/listings






Surety Bond information






Cash management guidance






Certified companies






Change of address






Circular 570






Conferences or training sessions






Daily treasury statements






Debt collection information






Direct deposit information






Eagle cash cards






EFTPS information






Employment information






Enrollment information






Exchange rates






Financial management reports or publications (such as Combined Statement, Monthly Treasury Statement, TROR, etc.)






Fiscal Service contact info






Fiscal Service program(s)






Forms






General information






Gold Book






Greenbook rules/information/updates






Historical information






Interest or payment calculators






Judgment fund information






Payment information






Reclamations






TAS and BETC information






Treasury Financial Manual (TFM)






Tax or other offset






Unclaimed monies






USSGL information






Other






Which of the following statements describes your experience while reviewing the site information? There were no issues with the site information
Y Checkbox, one-up vertical
Info issues


Information was not up to date






Information did not answer my questions






Language was not clear and concise






Wording used was not easily understood






Other






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


No A





Partially






I wasn't looking for anything in particular





A If you were not able to find what you were looking for, what was it?

N Text area, no char limit Skip Logic Group* No info


How did you primarily look for information today? Browsed web pages A Y Radio button, one-up vertical Skip Logic Group* Method


Used the site's search box B





Used the Site Map/A-Z Index A





Used the links in the page A





Used the top navigation links A





Other





A If you primarily used navigational methods to find your information, please describe your experience. I had no difficulty browsing/navigating this site
N Radio button, one-up vertical Skip Logic Group* Navigation


Too many links or navigational choices






Some links did not take me where I expected






I would often feel lost, not know where I was or where to go next






I experienced broken links, error messages, or other technical difficulties






Links/navigational headings were not intuitive enough






I was able to navigate to the general area, but could not find the specific content I needed





B If you primarily used the site's search box to locate information, please describe your search experience. Returned the results I needed
N Radio button, one-up vertical Skip Logic Group* Search


Too many results C





Too few results C





Returned no results C





Returned results that were too similar/redundant C





Search required too many refinements to get to what I wanted C





I was not sure what words to use in my search C





Results were not pertinent to my search terms C




C What specific search terms did you use today to find what you were looking for?

N Text field, <100 char Skip Logic Group* Search terms


If you could make one improvement to the Fiscal Service website, what would it be?

N Text area, no char limit
Improvement
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