Form 959 Copy of DHS CIS v2 9-22-15DRAFT
E-Government Website Customer Satisfaction Surveys
Copy of DHS CIS v2 9-22-15DRAFT.xlsx
Copy of DHS CIS v2 9-22-15DRAFT
OMB: 1090-0008
⚠️ Notice: This form may be outdated. More recent filings and information on OMB 1090-0008 can be found here:
Document [xlsx]
Download: xlsx | pdf
Model Qsts
Current CQs
Overview
Welcome and Thank You TextModel Qsts
Current CQs
Sheet 1: Welcome and Thank You Text
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| Welcome and Thank You Text | ||||||
| Welcome Text | Thank You Text | |||||
| Thank you for visiting the USCIS.gov website. 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 the USCIS.gov 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. |
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| Welcome Text - Alternate | Thank You Text - Alternate | |||||
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. |
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Sheet 2: Model Qsts
| Model Name: USCIS v2 |
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| Model ID | Underlined & Italicized: Re-order | |||||||
| Partitioned: YES 2MQ | Pink: Addition | |||||||
| Date: 9/21/2015 | 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? | |||
| 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 obtaining information about immigration and citizenship? | |||||
| 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: USCIS v2 |
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| Model ID | Underlined & Italicized: Re-order | ||||||||
| Partitioned: YES 2MQ | Pink: Addition | ||||||||
| Date: 9/22/2015 | Blue: Reword | ||||||||
| QID | QUESTION META TAG | Skip From | Question Text | Answer Choices | Skip To | Required Y/N |
Type | Special Instructions | CQ Label |
| Visit Frequency | How often do you visit this site? | First time | Y | Drop down, select one | Visit Frequency | ||||
| Daily | |||||||||
| Weekly | |||||||||
| Monthly | |||||||||
| Once every few months | |||||||||
| Once every 6 months or less | |||||||||
| Role | What is your primary role in visiting the site today? | U.S. born citizen | Y | Radio button, one-up vertical | Skip Logic Group* | Role | |||
| Naturalized U.S. citizen | |||||||||
| Permanent Resident (green card holder) | |||||||||
| Conditional Resident | |||||||||
| Citizen of a foreign country | |||||||||
| Fiancé K-1 | |||||||||
| Visitor/nonimmigrant | |||||||||
| Temporary Worker | |||||||||
| Student or Exchange Visitor | |||||||||
| Employer | |||||||||
| Attorney | |||||||||
| Other, please specify: | A | ||||||||
| A | Other role | N | Text field, <100 char | Skip Logic Group* | Other role | ||||
| What area of the site were you primarily visiting today? | Forms | Y | Drop down, select one | Area Visited | |||||
| News | |||||||||
| Citizenship | |||||||||
| Green card | |||||||||
| Tools | |||||||||
| Laws | |||||||||
| Services | |||||||||
| Events | |||||||||
| Other Services | |||||||||
| Español | |||||||||
| Other | |||||||||
| Primary Reason: Federal Government or Informational Non-Profit | What was your primary reason for visiting the site today? | Just browsing | Y | Radio button, one-up vertical | Skip Logic Group* | Primary Reason | |||
| Get general information before I file my case | |||||||||
| Check my case status | B | ||||||||
| Working in the USA | |||||||||
| Find citizenship information | E | ||||||||
| Research green card information | C | ||||||||
| Find form(s) | D | ||||||||
| Download form(s) | D | ||||||||
| Find/check filing fees | |||||||||
| Research immigration laws | |||||||||
| Read latest news releases | |||||||||
| Learn about USCIS | |||||||||
| Find a USCIS office | |||||||||
| Make an appointment | |||||||||
| Other, please specify: | A | ||||||||
| A | Other primary reason | N | Text area, no char limit | Skip Logic Group* | Other reason | ||||
| B | What specifically under case status did you try to accomplish? | Check my case status online | Y | Radio button, one-up vertical | Skip Logic Group* | Case Status | |||
| Sign in to my account | |||||||||
| Change my address on file | |||||||||
| Get automatic updates about my case | |||||||||
| Ask questions about my case | |||||||||
| See office case processing times | |||||||||
| Other | |||||||||
| C | What specific green card information were you looking for? | Find out how to obtain green card through family | Y | Radio button, one-up vertical | Skip Logic Group* | Green Card | |||
| Remove conditions on my green card | |||||||||
| Renew or replace my green card | |||||||||
| Find out how to obtain green card through a job | |||||||||
| Travel outside of U.S. | |||||||||
| Find other ways to get a green card | |||||||||
| Research green card processes and procedures | |||||||||
| Help my relative become a permanent resident (by US citizen) | |||||||||
| Other | |||||||||
| D | What type of forms were you looking for? | Citizenship and Naturalization-Based Forms | Y | Radio button, one-up vertical | Skip Logic Group* | Forms | |||
| Green Card-Based Forms | |||||||||
| Family-Based Forms | |||||||||
| Employment-Based Forms | |||||||||
| Humanitarian Benefits-Based Forms | |||||||||
| Adoptions-Based Forms | |||||||||
| Department of State (DS) and Other Non-USCIS Forms | |||||||||
| I-94 Arrival/Departure Forms | |||||||||
| Other | |||||||||
| E | What specific citizenship information were you looking for? | General information regarding applying for citizenship | Y | Radio button, one-up vertical | Skip Logic Group* | Citizenship | |||
| Citizenship through naturalization | |||||||||
| Citizenship for spouses of U.S. citizens | |||||||||
| Citizenship through parents | |||||||||
| Exceptions and accommodations | |||||||||
| Passports | |||||||||
| Citizenship for Military personnel and family members | |||||||||
| General information on naturalization | |||||||||
| Naturalization test | |||||||||
| Naturalization test study materials | |||||||||
| Naturalization ceremonies | |||||||||
| Other | |||||||||
| On whose behalf were you looking for information today? | Myself | Y | Drop down, select one | Behalf | |||||
| Family member/relative | |||||||||
| Friend | |||||||||
| Client | |||||||||
| Student | |||||||||
| Fiancé | |||||||||
| Employer/employee | |||||||||
| Other | |||||||||
| What method did you primarily use to find information on this site? | Site's search feature | A | Y | Drop down, select one | Skip Logic Group* | Method | |||
| Top navigation bar | |||||||||
| Links on the pages | |||||||||
| Forms search | A | ||||||||
| Homepage banners or icons | |||||||||
| A-Z Index | |||||||||
| Used an external search engine (i.e. Google) | |||||||||
| Just browsing | |||||||||
| Other | |||||||||
| A | If you used the site's search feature or the forms search, please describe your search experience. | Search delivered the expected results | Y | Checkbox, one-up vertical | Skip Logic Group* | Search experience | |||
| Top recommendation were helpful | |||||||||
| Returned too many results | |||||||||
| Returned not enough or no results | |||||||||
| Returned results that were too similar/redundant | |||||||||
| Results were not relevant to my search terms or needs | |||||||||
| I was not sure what words to use in my search | |||||||||
| Search required too many refinements to get what I wanted | |||||||||
| Other | |||||||||
| B | If you used navigational methods to find your information, please describe your navigational experience on this site. | Navigation worked as expected | Y | Checkbox, one-up vertical | Skip Logic Group* | Navigational experience | |||
| Navigation options and links were intuitive | |||||||||
| Banners and icons were useful | |||||||||
| Consistent page elements (header and footer) made navigation easy | |||||||||
| Could not find the appropriate navigational links on most of your web pages | |||||||||
| Too many links or navigational choices | |||||||||
| Links did not take me where I expected | |||||||||
| Had difficulty finding detailed information on your web pages | |||||||||
| Had difficulty finding related information on your web pages | |||||||||
| Navigation did not support what I was trying to accomplish | |||||||||
| Would often feel lost, and did not know where I was on your site | |||||||||
| Had various technical difficulties (links didn't work, received error messages, etc.) | |||||||||
| Other | |||||||||
| Accomplish | Did you accomplish what you wanted to do today on this site? | Yes | Y | Drop down, select one | Skip Logic Group* | Accomplish | |||
| Still looking | A,B | ||||||||
| No | A,B | ||||||||
| OE_Accomplish | A | Please tell us why you were unable to accomplish your task/find your information today. | N | Text area, no char limit | Skip Logic Group* | Not accomplished | |||
| B | What do you plan to do next? | Come back to the site later | Y | Radio button, one-up vertical | Skip Logic Group* | Do next | |||
| Keep searching the Internet | |||||||||
| Call the 1-800 number/contact customer service | |||||||||
| Visit the USCIS office/make an appointment | |||||||||
| Call/talk to an immigration attorney | |||||||||
| Call the United States embassy | |||||||||
| Other | |||||||||
| How do you prefer to access this site? | Computer/laptop | Y | Drop down, select one | Access | |||||
| Mobile phone | |||||||||
| Mobile tablet | |||||||||
| No preference | |||||||||
| Which of the following sites/sections, if any, have you also visited? | myUSCIS | Y | Checkbox, one-up vertical | Sites/sections | |||||
| Citizenship Resource Center | |||||||||
| E-Verify | |||||||||
| Self Check/myE-Verify | |||||||||
| SAVE (Systematic Alien Verification for Entitlements) Program | |||||||||
| I-9 Central | |||||||||
| WelcometoUSA.gov | |||||||||
| U.S. Department of State | |||||||||
| None of the above | |||||||||
| OE_Improve Experience | What else would you like to share with us to help improve your online experience with USCIS.gov? | N | Text area, no char limit | Improvement | |||||
| File Type | application/vnd.openxmlformats-officedocument.spreadsheetml.sheet |
| File Modified | 0000-00-00 |
| File Created | 0000-00-00 |
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