Form 960 2016 960 DHS CIS v2 11-5-15FINAL

E-Government Website Customer Satisfaction Surveys

2016 960 DHS CIS v2 11-5-15FINAL.xlsx

2016 960 DHS CIS v2 11-5-15FINAL

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 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.






























Welcome Text - Alternate
Thank You Text - Alternate




Thank you for visiting [Company/Site/Agency]. You have been randomly selected to take part in this survey that is being conducted by ForeSee on behalf of the [Company/Site/Agency]. 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: USCIS v2

Red & Strike-Through: Delete


Model ID

Underlined & Italicized: Re-order

Partitioned: YES 2MQ

Pink: Addition

Date: 11/5/2015

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 Red & Strike-Through: Delete




Model ID Underlined & Italicized: Re-order



Partitioned: YES 2MQ Pink: Addition



Date: 11/5/2015 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 B






Links on the pages B






Forms search A






Homepage banners or icons B






A-Z Index B






Chat feature (Emma)







Used an external search engine (i.e. Google)







Just browsing B






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 Typeapplication/vnd.openxmlformats-officedocument.spreadsheetml.sheet
File Modified0000-00-00
File Created0000-00-00

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