Generic Customer SatisfationSurvey

Generic Customer Satisfaction Surveys

Web Survey

Generic Customer SatisfationSurvey

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Appendix A: Web Survey


HUD USER Customer Satisfaction Website Assessment SurveyVersion 1


Users who are first-time visitors to HUDUser.org.


Thank you for agreeing to participate in the survey. Please answer the following questions as they relate to your experience with www.HUDUser.org:


1. Overall, how satisfied are you with the HUD USER website www.HUDUser.org?


Not at all satisfied




Extremely satisfied

No opinion


1

2

3

4

5











2. How often do you visit the HUD USER website?

Daily

2-3 times a week

Once a week

2-3 times a month

Once a month

Less than once a month

First-time visitor

Other __________________


If response to question 2 is First-time visitor then continue. If not, then version 2 of the questionnaire will be shown.


3. What was your MAIN REASON for visiting the HUD USER website today?

General research

Download specific publications/reports

Order publications/reports

Learn about new publications/reports

Read the Best Practices case studies

Get data sets

Learn about what’s new

Subscribe to newsletters/eLists

I came to the website by mistake

Other __________________


If response to question 3 is I came to the website by mistake, go to question 8.


4. What information can be added to the site to make it more useful for you?

________________________________________________________________________

________________________________________________________________________


5. Please rate your level of satisfaction with the following aspects of the website where 1 is not at all satisfied and 5 is extremely satisfied.



Not at all satisfied




Extremely satisfied

No opinion

(N/A)


1

2

3

4

5


Usefulness of the information

Appearance of the website

Navigation through the website

Site layout/Content organization

Ability to find the information you want on this site

Quality of site content

Ease of downloading products

Search capabilities

Selection of datasets

Selection of publications








6. On a scale of 1 to 5 where 1 is extremely difficult and 5 is very easy, please rate the ease of reading the content on this site.


Extremely difficult




Very Easy

No Opinion


1

2

3

4

5




7. The HUD USER website sends weekly emails to keep you informed. Are you aware of this service offered by www.HUDUser.org?

Yes – I know about the email subscription.

No – I will look into subscribing.

No – I don’t have a need for this service.


8. For statistical purposes only, what is your work function and affiliation? (check all that apply)

Researcher/Academic

Consultant

Federal Govt/State/Local Govt

Trade/Professional organizations

Faith-based organization

Housing practitioner

Housing advocate

Builder/developer

Student

HUD grantee

Other__________________


9. For statistical use only, what is your gender?

Male

Female


10. In the space below, please provide us with any additional comments or suggestions you may have about the HUD USER website.

________________________________________________________________________

________________________________________________________________________


HUD USER Website Assessment Survey Version 2

Questions for visitors who are frequent visitors to the website.


1. Overall, how satisfied are you with the HUD USER website www.HUDUser.org?


Not at all satisfied




Extremely satisfied

No opinion


1

2

3

4

5




2. How often do you visit the HUD USER website?

Daily

2-3 times a week

Once a week

2-3 times a month

Once a month

Less than once a month

First-time visitor

Other __________________


If response to question 2 is First-time visitor then show version 1. If not, then continue.


3. What was your MAIN REASON for visiting the HUD USER website today?

General research

Download specific publications/reports

Order publications/reports

Learn about new publications/reports

Read the Best Practices case studies

Get data sets

Learn about what’s new

Subscribe to newsletters/eLists

Other __________________


4. Please rate your level of satisfaction with the following aspects of the website where 1 is not at all satisfied and 5 is extremely satisfied.



Not at all satisfied




Extremely satisfied

No opinion

(N/A)


1

2

3

4

5


Usefulness of the information

Appearance of the website

Navigation through the website

Site layout/Content organization

Ability to find the information you want on this site

Quality of site content

Ease of downloading products

Search capabilities

Selection of datasets

Selection of publications








5. On a scale of 1 to 5 where 1 is extremely difficult and 5 is very easy, please rate the ease of reading the content on this site.


Extremely difficult




Very easy

No opinion


1

2

3

4

5




6. When you look for information on the HUD USER website, how often do you find what you need?

  • Almost always

  • Often

  • Sometimes

  • Hardly Ever

Other __________________


7. What information can be added to the site to make it more useful for you?

________________________________________________________________________

________________________________________________________________________


8. The HUD USER website sends weekly emails to keep you informed. Are you aware of this service offered by www.HUDUser.org?

Yes – I know about the email subscription.

No – I will look into subscribing.

No – I don’t have a need for this service.


9. The HUD USER website has an online magazine, The Edge. Are you aware of this feature?

Yes – I read the articles regularly.

Yes – But I am not interested in the articles.

No – I was not aware.


If response to question 9 is Yes – I read the articles regularly, go to question 10, if response to question 9 is Yes – But I am not interested in the articles, go to question 11; otherwise go to question 12 .


10. Please rate your level of satisfaction with the following aspects of The Edge where 1 is not at all satisfied and 5 is extremely satisfied.



Not at all satisfied




Extremely satisfied

No opinion

(N/A)


1

2

3

4

5


Usefulness of the articles

Quality of the articles

Selection of the articles

Site layout/Content organization

Appearance


11. What can be added to The Edge to make it more useful for you?

________________________________________________________________________

________________________________________________________________________


12. Typically, how do you use the information on the HUD USER website?

For reference

For research

To provide data to others

To make decisions and/or set policy

For personal interest

To grow my business

Other __________________


13. For statistical purposes only, what is your work function and affiliation? (check all that apply)

Researcher/Academic

Consultant

Federal Govt/State/Local Govt

Trade/Professional organizations

Faith-based organization

Housing practitioner

Housing advocate

Builder/developer

Student

HUD grantee

Other__________________


14. For statistical use only, what is your gender?

Male

Female


12. In your opinion, which sections of the HUD USER website need to be improved?

________________________________________________________________________

________________________________________________________________________


15. In the space below, please provide us with any additional comments or suggestions you may have about the HUD USER website.

________________________________________________________________________

________________________________________________________________________





HUD USER Website Assessment Survey -Version 3

Visitors to the Office of University Partnership pages.


1. Overall, how satisfied are you with the HUD USER website www.HUDUser.org?


Not at all satisfied




Extremely satisfied

No Opinion


1

2

3

4

5











2. How often do you visit the HUD USER website?

  • Daily

  • 2-3 times a week

  • Once a week

  • 2-3 times a month

  • Once a month

  • Less than once a month

  • First-time visitor

Other __________________


If response to question 2 is First-time visitor then show version 1. If not, then continue.


3. What was your MAIN REASON for visiting the HUD USER website today?

General research

Download specific publications/reports

Order publications/reports

Learn about new publications/reports

Read the Best Practices case studies

Get data sets

Learn about what’s new

Subscribe to newsletters/eLists

Learn about OUP grantee information

Other __________________


4. Were you looking for something specific today?

Yes

No


4a. If yes, what specific information were you looking for?

________________________________________________________________________

________________________________________________________________________



5. Please rate your level of satisfaction with the following aspects of the website where 1 is not at all satisfied and 5 is extremely satisfied.



Not at all satisfied




Extremely satisfied

No Opinion

(N/A)


1

2

3

4

5


Usefulness of the information

Appearance of the website

Navigation through the website

Site layout/Content organization

Ability to find the information you want on this site

Quality of site content

Ease of downloading products

Search capabilities

Selection of datasets

Selection of publications








6. On a scale of 1 to 5 where 1 is extremely difficult and 5 is very easy, please rate the ease of reading the content on this site.


Extremely difficult




Very easy

No opinion


1

2

3

4

5




7. When you look for information on the HUD USER website, how often do you find what you need?

  • Almost always

  • Often

  • Sometimes

  • Hardly Ever

Other __________________


8. Typically, how do you use the information on the HUD USER website?

For reference

For research

To provide data to others

To make decisions and/or set policy

For personal interest

To grow my business

For academic grants

Other __________________


9. What information can be added to the site to make it more useful for you?

________________________________________________________________________

________________________________________________________________________


10. The HUD USER website sends weekly emails to keep you informed. Are you aware of this service offered by www.HUDUSER.org?

Yes – I know about the email subscriptions.

No – I will look into subscribing.

No – I don’t have a need for this service.


11. The HUD USER website has an online magazine, The Edge. Are you aware of this feature?

Yes – I read the articles regularly.

Yes – But I am not interested in the articles.

No – I was not aware.


If response to question 11 is Yes – I read the articles regularly, go to question 12, if response to question 11 is Yes – But I am not interested in the articles, go to question 13; otherwise go to question 14 .


12. Please rate your level of satisfaction with the following aspects of The Edge where 1 is not at all satisfied and 5 is extremely satisfied.



Not at all satisfied




Extremely satisfied

No opinion

(N/A)


1

2

3

4

5


Usefulness of the articles

Quality of the articles

Selection of the articles

Site layout/Content organization

Appearance


13. What can be added to The Edge to make it more useful for you?

________________________________________________________________________

________________________________________________________________________


14. In your opinion, which sections of the HUD USER website need to be improved?

________________________________________________________________________

________________________________________________________________________


15. For statistical purposes only, what is your work function and affiliation? (check all that apply)

Researcher/Academic

Consultant

Federal Govt/State/Local Govt

Trade/Professional organizations

Faith-based organization

Housing practitioner

Housing advocate

Builder/developer

Student

HUD grantee

Other__________________


16. For statistical use only, what is your gender?

Male

Female


17. In the space below, please provide us with any additional comments or suggestions you may have about the HUD USER website.

________________________________________________________________________

________________________________________________________________________



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AuthorLaurent V. Hodes
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File Created2021-01-26

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