FEMA Form 007-0-2

FEMA Form 007-0-2 Internet Registration Survey

Form Name Revised To: Internet Registration Phone Survey

LOCATION OF CURRENT TEXT QUESTION NUMBER	CURRENT TEXT	REVISED TEXT
Introduction	Hello, I’m calling from FEMA, the Federal Emergency Management Agency. My name is ___. My ID # is _________. May I please speak with (Applicant) or the person who registered for disaster assistance over the Internet? If no: Thank you for your time and have a good day/evening. If yes: We're looking for ways to improve the quality of our service and your opinion is very important to us. Would you volunteer to take 4 - 7 minutes to answer some questions? If no: I understand, Thank you for your time and have a good day/evening) If yes: These questions comply with the Privacy Act of 1974 and have been approved by the Office of Management and Budget under number 1660-0036. Your answers will not affect the outcome of your application for FEMA assistance. This call may be monitored for quality assurance.	Revised Hello, I’m calling from FEMA, the Federal Emergency Management Agency. My name is ___. My ID # is _________. May I please speak with (Applicant) or the person who applied for disaster assistance over the Internet? Yes No If no: What would be a better time to call back? Thank you for your time and have a good day/evening. If yes: We're looking for ways to improve the quality of our service and your opinion is very important to us. Would you volunteer to take 5 - 7 minutes to answer some questions? Yes No If no: What would be a better time to call back? Thank you for your time and have a good day/evening) If yes: Thank you. These questions comply with the Privacy Act of 1974 and have been approved by the Office of Management and Budget under number 1660-0036. Your answers will not affect the outcome of your application for FEMA assistance. This call may be monitored and/or recorded for quality assurance.
1.	1. Which of the following websites did you access to apply for disaster assistance? DisasterAssistance.gov FEMA.gov Another Federal Government website Another State Government Website A Non-Government website Don't Remember If DisasterAssistance.gov or FEMA.gov go to question 1a otherwise go to question 2.	1. Which of the following websites did you access to apply for FEMA assistance? DisasterAssistance.gov FEMA.gov Another Federal Government website A State Government Website A Non-Government website Don't Remember If DisasterAssistance.gov or FEMA.gov go to question 1a otherwise go to question 2.
1a.	1a. How did you find out about that website? Newspaper Radio Community Group Television Flyer Friend or Family Disaster Worker Internet Search Other	1a. How did you find out about that website? Community Group (club, church, school, etc.) Disaster Worker (FEMA, ARC, Local Gov., etc.) Flyers, Signs, Billboards, Posters, etc. Internet searches (Google, Bing, etc.) Newspaper Prior Experience Radio Service Provider (Insurance, water, gas, phone, etc.) Social Media (Facebook, Twitter, etc.) Text, Phone, Email Alerts (reverse 911, robo call, RSS Feed, etc.) Television Word of Mouth (friend, family, neighbor, employer, landlord, etc.) Don’t Remember Other
Introduction New		New The website provided a variety of options such as Applying for FEMA assistance online or accessing your account to check your application status. There was also an option to find assistance by taking an Anonymous Questionnaire with no log in or personal information required.
2.	2. You were offered an option to take an anonymous Pre-Screening Questionnaire before doing an online disaster assistance registration. Did you take the questionnaire? Yes No Don't Remember If yes go to question 2a otherwise go to question 3.	2. Revised Did you use the online anonymous questionnaire on the DisasterAssistance.gov website to get a personalized list of possible assistance? Yes No Don't Remember If yes go to question 2a otherwise go to question 3.
2a.	2a. This series of questions relate only to that questionnaire. How would you rate questions on being easy to understand? Would you say: Extremely Easy Very Easy Easy Not Very Easy Not At All Easy No Opinion If Not Very Easy or Not At All Easy go to question 2b otherwise go to question 3.	2a. Revised This series of questions relates only to the online anonymous questionnaire you used to find other Forms of Assistance.  How would you rate the questions on being easy to understand?  Would you say: Extremely Easy Very Easy Easy Not Very Easy Not At All Easy No Opinion
2b.	2b. After completing the questionnaire you may have received information about other agencies. How helpful was that information? Would you say: Extremely Helpful Very Helpful Helpful Not Very Helpful Not At All Helpful No Opinion If Not Very Helpful or Not At All Helpful go to question 2c otherwise go to question 3.	2b. After completing the online anonymous questionnaire, you may have received information about other agencies. How helpful was that information? Would you say: Extremely Helpful Very Helpful Helpful Not Very Helpful Not At All Helpful No Opinion If Not Very Helpful or Not At All Helpful go to question 2c otherwise go to question 3.
2c.	2c. How could the information have been more helpful? More concise information More detailed information Provide contact phone number Provide web address Make less complicated Personalized information Other	2c. Revised How could the information have been more helpful? Make less complicated More concise information More detailed information Personalized information specific to my situation Complete & accurate contact phone number Complete & accurate web address/link Other
Introduction 3.	3. The website provided the ability to browse information by category or by agency. How helpful was it to browse by:	3. Revised The website also provided options to browse information by category or by Federal Agency. How helpful was it to browse by:
3a.	3a. Category? Extremely Helpful Very Helpful Helpful Not Very Helpful Not At All Helpful Did not use this Method No Opinion	No change
3b	3b. What about by Agency? Extremely Helpful Very Helpful Helpful Not Very Helpful Not At All Helpful Did not use this Method No Opinion	No change
4.	4. Overall, how would you rate this website for obtaining disaster assistance information? Would you say it was: Excellent Good Satisfactory Below Average Poor No Opinion If Below Average or Poor go to question 4a otherwise go to question 5.
	4a. Tell me a little about your reasons for that rating. Difficulty navigating the screens No contact phone numbers on referrals Questions hard to understand No web address / link on referrals Response option hard to understand Technical problems Referrals were too lengthy Referrals were hard to understand Other	4a. Please tell me your reasons for that rating. Did not find what I needed Phone numbers not provided/inaccurate Questions too complicated/hard to understand Referrals hard to understand Referrals too lengthy Response options too complicated/hard to understand Screen navigation difficult Technical problems Web address or link not provided/inaccurate Other
Introduction	For the next questions please think only about your experience in completing the online registration for disaster assistance.	No change
5.	5. Overall, how would you rate that experience? Would you say it was: Excellent Good Satisfactory Below Average Poor No Opinion If Below Average or Poor go to question 5a otherwise go to question 6.	No change
5a.	5a. Tell me a little about your reasons for that rating. Screen navigation was difficult Instructions were hard to understand Took too long to complete registration Help Page information was not clear Technical problems Types of assistance were not clear Other	5a. Revised Please tell me your reasons for that rating. Could not edit or make comments Help Page information hard to understand Instructions hard to understand Not applicable to my situation Screen navigation was difficult Technical problems Took too long to complete application Type of assistance not clear Other
6.	6. Each screen included a "Help for this page" button to assist you in filling out your application. Would you say the help information was…. Excellent Good Satisfactory Below Average Poor Did not use If Below Average or Poor go to question 6a otherwise go to question 7.	No change
6a.	6a. In what way was the help information Below Average or Poor? Information was too complicated Did not understand the terms used Not enough information provided Other	6a. Revised In what way was the “Help for this Page” information Below Average or Poor? Did not understand the terms used Information was too complicated Not enough information/did not answer question Technical difficulties Other
7.	7. After completing your registration, information was displayed about other agencies or organizations that may be able to assist you. Would you say that information was… Extremely Helpful Very Helpful Helpful Not Very Helpful Not At All Helpful Did not use No Opinion If Not Very Helpful or Not At All Helpful go to question 7a otherwise go to question 8.	No change
7a.	7a. What were your reasons for that rating? Descriptions of agency services was difficult to understand Agency contact information was incomplete Too much information Not enough information No agency found for assistance needed Other	7a. Revised What were your reasons for that rating? Agency contact information not complete/accurate or could not help Descriptions of agency services was hard to understand/confusing No agency found for assistance needed Not enough information Screen navigation difficult Too much information Other
8.	8. Did you call the website's Technical Support 800 number about a technical problem? Yes No If yes go to question 8a otherwise go to question 9.	8. Revised Did you call the website’s Technical Support toll free number for assistance with technical problems? Yes No Do not remember If yes go to question 8a otherwise go to question 9.
8a.	8a. Thinking only about your communications with Technical Support, how would you rate the service you received? Would you say it was… Excellent Good Satisfactory Below Average Poor No Opinion If Below Average or Poor go to question 8b otherwise go to question 9.	No change
8b.	8b. In what way was the support Below Average or Poor? 800 Number Tech did not answer question Took too long to get through to 800 number 800 Number gave incorrect information 800 Number Poor Customer Service Other	8b. In what way was the support Below Average/Poor? Technical Rep did not answer question Technical Rep gave incorrect info Technical Rep poor customer service Took too long or could not get through to Technical Helpdesk Other
9.	9. In the future, should you need disaster assistance, how likely would you be to use this method to apply for assistance? Would you… Definitely use Probably use Might or Might Not use Probably would Not use Definitely would Not use No Opinion If Probably would Not use or Definitely would Not use go to question 9a otherwise go to question 10.	9. Revised In the future, should you need disaster assistance, how likely are you to use this method to apply for assistance? Would you… Definitely use Probably use Might or Might Not use Probably would Not use Definitely would Not use No Opinion If Probably would Not use or Definitely would Not use go to question 9a otherwise go to question 10.
9a.	9a. What changes are needed to increase the likelihood?	No change
10.	10. Would you recommend the site to a friend or family member? Yes No Do Not Know	No change
Closing 11.	11. Your opinion is very valuable to us; may we call you at a later date to ask you some additional questions? If Yes: Thank you for your time. Have a good day/evening. If No: I understand. Thank you for your time. Have a good day/evening.	No change