Form 990 2016 990NIDCR Mobile 2016-10-03

E-Government Website Customer Satisfaction Surveys

2016 990NIDCR Mobile 2016-10-03.xlsx

2016 990NIDCR Mobile 2016-10-03

OMB: 1090-0008

Document [xlsx]
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Overview

How to read this file
Survey Invitation
Welcome and Thank You Text
Model Questions
Custom Questions


Sheet 1: How to read this file

Survey Invitation





This is the standard survey invitation. Default text is included. If you would like to modify this text please check with your analyst/client manager.












Welcome and Thank You Text





The text you see here will appear at the top and bottom of your survey. Default text is included and you may modify this text as needed.












Model Questions





As discussed during the kick-off call, the model questions are part of the ForeSee methodology. For consistency within the model, these questions are standardized and have been tested and validated. Standardization of model questions allows benchmarking across companies/industries, and these questions are used in calculating scores and impacts.





Focus on the future behaviors; I’ve started with some that I believe are a good fit but we can certainly make adjustments. These are desired customer outcomes that are impacted by customer satisfaction.












Custom Questions





When reviewing the custom questions tab, keep in mind these questions are used for segmentation analysis of the model data. It is suggested that you add, delete or change custom questions over time, as your needs or business objectives change.





Focus Area #1: Achieving Actionable Data
- Know what changes are being made based on the intelligence
- Change Custom Questions so that stakeholders see a clear “must do”






Focus Area #2: Aligning Data to Business Strategies
- Update your Custom Questions as business cycles change
- Integrate Executive Level questions to evaluate initiatives






Focus Area #3: Strategic and Tactical Value
- Influence Board Room Decisions
- Change Operational Approaches
- Mature Your Research













Making Changes





Simply make the change that you desire and highlight that change with a different color text. Red works well because it stands out.
If the change is "complicated" a brief explanation about what you would like to accomplish will help us understand your request and figure out the best way to implement. -Or- Just give us a call; talking through changes over the phone makes it quick and easy.








Sheet 2: Survey Invitation


This is the standard survey invitation.





Default text is included. If you would like to modify this text please check with your analyst/client manager.














Survey Invitation Text
Survey Invitation Text (STEP 1)

Desktop
Tablet / Phone










We'd welcome your feedback!


We'd welcome your feedback!










Thank you for visiting our website. You have been selected to participate in a brief customer satisfaction survey to let us know how we can improve your experience.


Can we email or text you later a brief customer satisfaction survey so we can improve your mobile experience?










The survey is designed to measure your entire experience, please look for it at the conclusion of your visit.


(Button text) No, thanks Yes, I'll help










This survey is conducted by an independent company ForeSee, on behalf of the site you are visiting.

Survey Invitation Text (STEP 2)





Tablet / Phone


(Button text) No, thanks Yes, I'll give feedback










Thank you for helping!

Example Desktop








Please provide your email address or mobile number (US and CA only). After your visit we’ll send you a link to the survey. Text Messaging rates apply.










(Button text) Cancel email/text me









Examples Tablet / Phone














































































































































































































































Sheet 3: Welcome and Thank You Text


The text you see here will appear at the top and bottom of your survey, examples below.



Default text is included and you may modify this text as needed.










Welcome and Thank You Text









Welcome Text
Welcome Text - Tablet / Phone






Thank you for visiting NIDCR.NIH.gov. 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 visiting NIDCR.NIH.gov. You've been selected to participate in a brief survey to let us know how we can improve your experience. Please take a minute to share your opinions.




































Thank You Text
Thank You Text - Tablet / Phone






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 website.

Thank you for taking our survey - and for helping us serve you better.
We appreciate your input!





































Example Desktop
Example Mobile






























































































































































Sheet 4: Model Questions

Model Name
NIDCR Mobile



Red & Strike-Through: Delete
Model ID
(MID)



Underlined & Italicized: Re-order
Partitioned
No



Pink: Addition
Date
9/28/2016



Blue: Reword










Label Element Questions
Label Satisfaction Questions
Label Future Behaviors





Look and Feel (1=Poor, 10=Excellent, Don't Know)

Satisfaction

Recommend Company
(1=Very Unlikely, 10=Very Likely)
1 Look and Feel - Appeal Please rate the visual appeal of this mobile site. 14 Satisfaction - Overall What is your overall satisfaction with this mobile site?
(1=Very Dissatisfied, 10=Very Satisfied)
17 Recommend Company How likely are you to recommend NIDCR to someone else?
2 Look and Feel - Balance Please rate the balance of graphics and text on this mobile site. 15 Satisfaction - Expectations How well does this mobile site meet your expectations?
(1=Falls Short, 10=Exceeds)


Return
(1=Very Unlikely, 10=Very Likely)
3 Look and Feel - Readability Please rate the readability of the pages on this mobile site. 16 Satisfaction - Ideal How does this site compare to your idea of an ideal mobile site?
(1=Not Very Close, 10=Very Close)
18 Return How likely are you to return to NIDCR.NIH.gov using your mobile device?


Site Performance (1=Poor, 10=Excellent, Don't Know)





4 Site Performance - Loading Please rate how quickly pages load on this mobile site.





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





6 Site Performance - Completeness Please rate how completely the page content loads on this mobile site.







Navigation (1=Poor, 10=Excellent, Don't Know)





7 Navigation - Organized Please rate how well this mobile site is organized.





8 Navigation - Options Please rate the options available for navigating this mobile site.





9 Navigation - Layout Please rate how well the mobile site layout helps you find what you need.







Site Information (1=Poor, 10=Excellent, Don't Know)





11 Site Information - Thoroughness Please rate the thoroughness of information on this mobile site.





12 Site Information - Understandable Please rate how understandable information is on this mobile site.





13 Site Information - Answers Please rate how well the information provides answers to your questions.






Sheet 5: Custom Questions

Model Name
NIDCR Mobile


Red & Strike-Through: Delete



Model ID
(MID)


Underlined & Italicized: Re-order


Partitioned
No


Pink: Addition


Date
9/28/2016


Blue: Reword














QID QUESTION META TAG Skip From Question Text Answer Choices Skip To Required
Y/N
Type Special Instructions CQ Label



How would you describe your browsing experience on the site today? (Please select all that apply.) Links often did not take me where I expected
Y Checkbox, one-up vertical Skip Logic Group* Navigation Experience




I had difficulty finding relevant information









Links and labels were difficult to understand









There were too many links or navigation options to choose from


Randomize





I had technical difficulties (error messages, broken links, etc.) T








I could not navigate back to previous information









I had a different navigation difficulty: A

Anchor Answer Choice





I had no difficulty navigating the site


Mutually Exclusive



A Please specify your navigation difficulty.

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


T Which of these following technical problems occurred during your visit? (Please select all that apply.) Site error message
Y Checkbox, one-up vertical Skip Logic Group* Nav Technical Problems




Incomplete load of a site page









Inconsistent page loads









Other (please specify): T1






T1 What other type of technical problems did you experience today?

N Text area, no char limit Skip Logic Group* Nav Technical Problems Other



Which of the following issues, if any, did you experience while reviewing information? (Please select all that apply.) Information was not up to date
Y Checkbox, one-up vertical Skip Logic Group* Information Issues




Information did not answer my questions B








Information was not presented in a concise format









Wording was not clear









Text was difficult to read









Other (please specify): A








No issues reviewing information


Mutually Exclusive



A Please specify any other issues you experienced reviewing information.

N Text area, no char limit Skip Logic Group* Other Information Issues


B What information were you looking for that you could not find?

N Text area, no char limit Skip Logic Group* Information Looking For



Did you use the site's search feature (the box in the top right of the site) during your visit today? Yes Y Y Radio button, one-up vertical Skip Logic Group* Search Use BASIC SEARCH USE QUESTION




No









Don't recall







Y Please tell us about your experience with the site's search feature today. (Please select all that apply.) Results were not relevant/not what I wanted
Y Checkbox, one-up vertical Randomize Search Experience




Too many results/I needed to refine my search









Not enough results


Skip Logic Group*





Returned NO results









Received error message(s)









Search speed was too slow









I experienced a different search issue: A

Anchor Answer Choice





I had no difficulty with search


Mutually Exclusive



A Please specify the search issue you experienced.

N Text area, no char limit Skip Logic Group* Search Issue - Other


Y Did you try using the site's navigational links before using the site search feature today? Yes, I navigated first
Y Radio button, one-up vertical Skip Logic Group* Search or Nav First




No, I went straight to the search feature









Don't recall







Y What specific search terms did you use to try to find the information?

N Text area, no char limit Skip Logic Group* Search Terms OE



What was your primary reason for visiting this site today? Health information (for self or friend/family member) B, C Y Radio button, one-up vertical Skip Logic Group Primary Reason




Health information (for patients, clients) B, C








Clinical trials









Grants/funding information









Jobs, fellowships, internships








Science news








Find a dentist or dental care C







Data and statistics








Research tools (e.g. animal models, tissue arrays)








Teaching tools (for K-12 instruction) C







Teaching tools (for dental/medical professional or student instruction) C







Continuing education (CDE)








NIDCR mission/plans









Staff directory









Other (please specify): A






A Please explain briefly what you were looking for today.

N Text area, no char limit Skip Logic Group Primary Reason - Other


B What information were you looking for today? Gum disease (periodontitis and gingivitis)
Y Radio button, one-up vertical Skip Logic Group Looking For

Dry mouth


General oral and dental health


Dental care


Cancer treatment and oral health


Publications


Other (please specify): B1


B1 Please specify the topic you were looking for today.

N Text area, no char limit Skip Logic Group OPS_Looking For


C Were you looking for Spanish-language content today? Yes C1 Y Radio button, one-up vertical Skip Logic Group Looked




No







C1 How would you best describe the Spanish-language information on this site? Very difficult to understand  C2 Y Radio button, one-up vertical Skip Logic Group Comprehension




Somewhat difficult to understand  C2








Somewhat easy to understand  C3








Very easy to understand







C2 What topic or page was difficult to understand?

Y Text area, no char limit Skip Logic Group OE_Comprehension


C3 Is there any topic or page that could be simplified so it would be easier for visitors to understand?

N Text area, no char limit Skip Logic Group OE_Simplified

Accomplish
Did you accomplish what you wanted to do on this site today? Yes
Y Radio button, one-up vertical Skip Logic Group* Accomplish




Partially









No A





OE_Accomplish A Please tell us why you were unable to accomplish your task today.

N Text area, no char limit Skip Logic Group* Why Not Accomplish

Location
From what location were you accessing this site? At home
Y Radio button, one-up vertical
Location




At work









In transit









Other






Visit Frequency
How often do you visit this site? This is my first visit
Y Radio button, one-up vertical
Visit Frequency




Once every 6 months or less often









Once every few months









Monthly









Weekly









Daily or more often








Which best describes you? Person with a health concern
Y Radio button, one-up vertical Skip Logic Group Role




Family member/friend of a person with a health concern


Randomize





Patient advocate









Health educator









Health care provider B







Scientist/Researcher D







NIDCR Council or committee member








NIDCR staff








Other government staff








Media








Policy analyst








Student - K-12th grade








Student - undergraduate, professional, or graduate D







Teacher - K-12th grade









University faculty member D








Other (please specify): A

Anchor Answer Choice



A Please specify your role in visiting the site today.

N Text area, no char limit Skip Logic Group Other -Role


B What type of health care provider are you? Dentist
Y Drop down, select one Skip Logic Group Health Care Provider




Dental Hygienist









Dental Assistant









Physician









Physician Assistant/Nurse Practitioner









Other (please specify): B1






B1 Please specify what type of health care provider you are.

N Text area, no char limit Skip Logic Group Health Care Provider Other


D Have you ever...? Applied for funding from NIDCR
Y Radio button, one-up vertical Skip Logic Group Funding




Received funding from NIDCR





#NAME?


Neither of the above








Did you visit NIDCR's Spanish-language site today? Yes A Y Radio button, one-up vertical Skip Logic Group Visited Spanish Site




No







A How did you find out about NIDCR's Spanish-language site? Search Engine (e.g. Google, Yahoo, Bing)
Y Radio button, one-up vertical Skip Logic Group Find Out About




Followed Español link from English NIDCR website








Link from another site








Publications/products








Family member, friend, neighbor, etc.








I don’t remember








Other (please specify): B





B Please specify how you found out about this site.

N Text field, <100 char Skip Logic Group Find Out About Other



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

N Text area, no char limit
One Improvement



From where are you accessing this site? United States
Y Radio button, one-up vertical Skip Logic Group Accessing




Mexico








Puerto Rico








Central America








South America








Caribbean








Europe








Other (please specify): B





B Please specify from where you are accessing this site.

N Text field, <100 char Skip Logic Group OPS_Accessing

Demographics: Gender
What is your gender? Male
Y Radio button, one-up vertical
Demographics: Gender




Female









Prefer not to answer






Demographics: Age
Which category includes your age? Under 18
Y Radio button, one-up vertical
Demographics: Age




18 - 24









25 - 34









35 - 44









45 - 54









55 - 64









65 or older









Prefer not to answer








What is your race or ethnicity? (Please select all that apply.) American Indian/Alaska Native
Y Checkbox, one-up vertical
Race




Asian









Black/African American









Hispanic/Latino









Native Hawaiian or Other Pacific Islander









White









Other









Prefer not to answer


mutually exclusive




What is your highest level of education? Less than high school
Y Radio Button, one-up vertical
Education




High school diploma/GED









Associate Degree









Bachelor's Degree









Master's Degree









Doctorate









Prefer not to answer






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