928 2015 928 Hrsa Va

E-Government Website Customer Satisfaction Surveys

2015 928 HRSA V3 June 29 2015.xlsx

2015 927 FTC Questionnaire_Feedback - 2015 929 PalmettoGBA JM

OMB: 1090-0008

Document [xlsx]
Download: xlsx | pdf

Overview

Model Questions
Custom Questions


Sheet 1: Model Questions

Model Name HRSA V3





Model ID (MID)




Partitioned 2MQ




Date (6/4/20153)







Model questions utilize the Foresee methodology to determine scores and impacts



ELEMENTS (drivers of satisfaction)
CUSTOMER SATISFACTION
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?


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 Resource1=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 accessing health resources and services?


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





Site Performance - Completeness Please rate how completely 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 2: Custom Questions

Model Name HRSA V3


Red & Strike-Through: Delete



Model ID (MID)


Underlined & Italicized: Re-order


Partitioned No


Pink: Addition


Date (6/4/20153)


Blue: Reword


CUSTOM QUESTION LIST






QID
(Group ID)
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? First time
Drop down, select one S Y
Frequency of Visit



More than once a day








Daily








About once a week








About once a month








Every 6 months or less







What source brought you to the site today? Internet search
Radio button, one-up vertical S Y OPS Group Reason for Visit



Link from other website








News article








My school or training program








I came directly to the site for a specific reason








I already knew about the site








Don't Know








Other, please specify A





A What other source brought you to the site?

Text field, <100 char
N OPS Group


What is your primary reason for visiting this site today? Grants B Radio button, one-up vertical S Y Skip Logic Group Reason for Visit



Loans & Scholarships C







Data & Statistics D







Public Health Information



Randomize



Learn about HRSA








Get Health Care Information








Other, please specify: AA


Anchor Answer Choice

AA If you selected "other" to "what was your primary reason for visiting the site", please specify:

Text field, <100 char
N Skip Logic Group Other Reason for Visit

B Which of the following grants related activities did you attempt? Seek open grant opportunities
Checkbox, one-up vertical M Y Skip Logic Group Grant Activity



Seek information on grant application assistance








Track my application



Randomize



Seek technical assistance








Manage my grant








Search for an active, awarded grant








Other, please specify: BB


Anchor Answer Choice

BB What other grant related activity did you attempt?

Text field, <100 char
N Skip Logic Group Other Grant Activity

C Which of the following loans & scholarships related activities did you attempt? Seek loan repayment information
Checkbox, one-up vertical M Y Skip Logic Group Loans & Scholarship Activity



Seek scholarship information



Randomize



Seek loan information








Other, please specify: CC


Anchor Answer Choice

CC What other loan and scholarship related activity did you attempt?

Text field, <100 char
N Skip Logic Group Other Loan & Scholarship Activity

D What type of data and/or statistics were you seeking? Data by topic
Checkbox, one-up vertical
Y Skip Logic Group Data/Statistics Activity



Mapping services








Health center data



Randomize



Customized report








XML download








Other, please specify: DD


Anchor Answer Choice

DD What other type of data and/or statistics were you seeking?

Text field, <100 char
N Skip Logic Group Other Data/Statistics Activity


Did you accomplish what you wanted to during your site visit? Yes
Radio button, one-up vertical S Y Skip Logic Group Accomplish



Partially F







No F






What were you not able to accomplish today?

Text area, no char limit
N Skip Logic Group Not Able to Accomplish


Please describe your experience with navigation on this site today. I had no difficulty browsing on this site.
Checkbox, one-up vertical M Y Anchor Answer Choice Navigation Experience



Could not navigate back to previous information B


Skip Logic Group



Would often feel lost, not know where I was B


Randomize



Links did not take me where I expected B







Links/labels are difficult to understand B







Too many links or navigational choices B







Had technical difficulties (e.g. broken link) B







Other, please specify: AA


Anchor Answer Choice

AA What other navigation experience did you have today?

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

B Please tell us more about the issue you had with navigation today.

Text area, no char limit
N Skip Logic Group OE_Navigation


Did you use the search/text box feature of the site today? Yes A Radio button, one-up vertical S Y Skip Logic Group Search Use
No, I did not use it





No, I did not know there was a search feature






A If you used the search/text box feature of the site today to find your information, what was your experience with the search functionality? I did not encounter any difficulties
Checkbox, one-up vertical M N Anchor Answer Choice Search Experience



Matthew Castillo: Made this mutually exclusive



Skip Logic Group



Search results were not helpful B







Returned too many results B


Randomize



Returned not enough results B







Returned no results B







Returned results that were too similar/redundant B







Results were not relevant to my search B







Other, please specify: AA


Anchor Answer Choice

AA What other experience did you have with the search feature today?

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

B Please tell us more about the issue you had with search today.

Text area, no char limit
N Skip Logic Group OE_Search Experience


Which section or domain of the HRSA site did you primarily visit today? National Health Service Corps A, D, E,F,G,L Radio button, one-up vertical S Y Skip Logic Group Sections of Site Visited



Loans and Scholarships H,I,M







Health Centers H,I,M







Affordable Care Act and HRSA H,I,M







Health Professions H,I,M







HIV/AIDs H,I,M







Other, please specify: O,H,I,M





O What other domains or sections of the HRSA site did you visit today?

Text area, no char limit S N Skip Logic Group Other Sections of the Site Visited

H Which best describes you? Physician/Nurse/Health Professional
Radio button, one-up vertical S Y
HRSA_Role2



Student



Skip Logic Group



Employee of Fed/State/Local Gov’t








Grantee








Grant Writer








Researcher








Media Professional








General Public








Other, please specify: K





K If you selected "other" to "which best describes you", please specify:

Text field, <100 char
N
Other Best Describes2

I How likely are you to access HRSA content from a mobile device? 1--Not at All Likely
Radio button, scale, has don't know S Y Skip Logic Group Likely to Use Mobile Device



2








3








4








5








6








7








8








9








10-Very Likely








NA






A What is your relationship to the National Health Service Corps? I am a partner Z Radio button, one-up vertical S Y Skip Logic Group NHSC_Relationship



I am a current or former participant in an NHSC program B







I am an interested applicant B







I am a site representative








Other, please specify: X





Z Please describe your partnership:

Text field, <100 char
N Skip Logic Group NHSC_Describe Partnership

B What program are you affiliated with or interested in? NHSC Loan Repayment Program
Radio button, one-up vertical S Y Skip Logic Group NHSC_Program



NHSC Scholarship Program








NHSC Sites








Other, please specify: C





X Please describe your relationship, if other than the above:

Text field, <100 char
N Skip Logic Group NHSC_Other Relationship

C If you are interested in or affiliated with a different program, what program is it?

Text field, <100 char
N Skip Logic Group NHSC_Other Program

D What specifically were you looking for on the NHSC site? Application Portal (where I would apply for programs/update my existing application/apply for site designation/or apply for a renewal)
Radio button, one-up vertical S Y Skip Logic Group NHSC_Reason for Visit



Basic program information (Application program guidance, eligibility requirements,  checklists, etc.)








Resources and Technical Assistance related to my particular program (help navigating the program, networking, or fulfilling my duties within the program for which I have been selected) 








NHSC Jobs Center (where I can look for jobs at NHSC sites)








Promotional materials for the Corps (basic information about the NHSC and who we serve, materials to share with others interested in joining, stories about the impact of the NHSC)








Other






E How likely are you to access NHSC content from a mobile device? 1--Not at All Likely
Radio button, scale, has don't know S Y Skip Logic Group NHSC_Mobile Device



2








3








4








5








6








7








8








9








10-Very Likely








NA







Are you likely to return to the NHSC site in the next 90 days? Yes T Radio button, one-up vertical S Y Skip Logic Group NHSC_Return to Site

F
No V





T Why?

Text field, <100 char
N Skip Logic Group NHSC_Why Return

V Why not?

Text field, <100 char
N Skip Logic Group NHSC_Why Not Return

G What other information would you like to see on the NHSC site?

Text field, <100 char
N Skip Logic Group NHSC_Other Information

L Which best describes you? Primary Care Clinician
Radio button, one-up vertical S Y Skip Logic Group NHSC_Role



Dental Care Clinician








Mental or Behavioral Health Clinician








Student








Employee of Fed/State/Local Gov’t








Healthcare Site Representative








Other






M What other information would you like to see on the HRSA site?

Text area, no char limit
N Skip Logic Group Other Information on HRSA


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

Text area, no char limit
N
Improvement
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