Form 994 2016 994 DOJ OVC Desktop Browse 110916

E-Government Website Customer Satisfaction Surveys

2016 994 DOJ OVC Desktop Browse 110916.xlsx

2016 994 DOJ OVC Desktop Browse 110916

OMB: 1090-0008

Document [xlsx]
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Overview

How to read this file
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: Welcome and Thank You Text








Welcome and Thank You Text






















Welcome Text
Thank You Text








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


"this site"






















































Example Desktop Welcome Text
Example Desktop Thank You Text
























































































































OLD:






Welcome: Thank you for visiting the Office for Victims of Crime (OVC). You have been randomly selected to take part in this survey that is being conducted by ForeSee Results on behalf of OVC. Please take a minute or two to give us your opinions. The feedback you provide will helpOVC enhance its site and serve you better in the future. No personal information will be collected. All results are strictly confidential. Your assistance is important.















Thank You: Thank you for your time completing this survey. Your input is very valuable and will be taken into consideration.







Sheet 3: Model Questions

Model Name
DOJ OVC Desktop Browse



Red & Strike-Through: Delete


Model ID
(MID)



Underlined & Italicized: Re-order

Partitioned
Yes - 2MQ



Pink: Addition

Date
9/12/2016



Blue: Reword













Label Element Questions
Label Satisfaction Questions
Label Future Behaviors








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

Satisfaction

Primary Resource (1=Very Unlikely, 10=Very Likely)

1 Look and Feel - Appeal Please rate the visual appeal of this site. 16 Satisfaction - Overall What is your overall satisfaction with this site?
(1=Very Dissatisfied, 10=Very Satisfied)

Primary Resource How likely are you to use this site as your primary online resource regarding information for victims of crime?
For ovc.gov and ovc.ncjrs.gov; I think we can use ovc.gov as reference, but what should be done for crimevictims.gov? How was this handled in 20113?
2 Look and Feel - Balance Please rate the balance of graphics and text on this site. 17 Satisfaction - Expectations How well does this 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 site. 18 Satisfaction - Ideal How does this site compare to your idea of an ideal website?
(1=Not Very Close, 10=Very Close)

Return How likely are you to return to this site in the future?
A:Used "this site". We can go back to that if you wish. YES


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




Recommend Site
(1=Very Unlikely, 10=Very Likely)


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



Recommend Site How likely are you to recommend this site to someone else?

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







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









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







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







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







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









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







10 Information Browsing - Sort Please rate the ability to sort information by criteria that are important to you on this site.







11 Information Browsing - Narrow Please rate the ability to narrow choices to find the information you are looking for on this site.







12 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)







13 Site Information - Thoroughness Please rate the thoroughness of information provided on this site.







14 Site Information - Understandable Please rate how understandable this site’s information is.







15 Site Information - Answers Please rate how well the site’s information provides answers to your questions.








Sheet 4: Custom Questions

Model Name DOJ OVC Desktop Browse


Red & Strike-Through: Delete


Model ID (MID)
OMB Approval REQUIRED
Underlined & Italicized: Re-order

Partitioned Yes - 2MQ


Pink: Addition

Date 9/12/2016


Blue: Reword











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


My primary reason for visiting the Department of Justice Office for Victims of Crime (OVC) website today was to… Find a victim services/assistance program
Y Radio button, one-up vertical Skip Logic Group* Primary Reason



Obtain information on program grants or funding








Learn about crime victim rights or legal remedies


Randomize




Find training/technical assistance for victim service providers








Learn about program information or best practices








Access OVC publications, videos, or other reference material








Find events, forums or conferences








Conduct research or find statistics on a topic or issue








Find an evaluation about the victim assistance field








Just browsing


Anchor Answer Choice




Other A

Anchor Answer Choice


A Please specify the other reason for your visit.

N Text field, <100 char Skip Logic Group* Primary Reason - Other


Did you find the information you were looking for on ovc.gov? Yes
Y Radio button, one-up vertical Skip Logic Group* Accomplish



No A







I wasn't looking for anything in particular






A Please tell us specifically what you were unable to find:

N Text area, no char limit Skip Logic Group* Accomplish - Did Not OE

A What will you do next? Continue looking on this site or try again later Y Radio button, one-up vertical Skip Logic Group* Do Next



Contact OVC by telephone








Contact OVC by email








Contact OVC by regular mail








Try another website or other resource








Nothing








Other B





B Please describe what you will do next:

N Text area, no char limit Skip Logic Group* Do Next - Other


What method(s) did you use to locate information on this site? I used the main navigation tabs/headings near the top of the home page
Y Checkbox, one-up vertical Skip Logic Group* Navigation Methods



I opened the Topics A-Z tab first, then browsed by Topic links within that menu T



New Skip



I used links in the center of the home page (News & Features/Tools/Current Resources, etc.)


Randomize




I used the Site Search box at the top right of the screen S







I used another search feature on the site (Publication search, Frequent questions, etc.)








I used a Web search engine, such as Google or Bing








I used the Site Map








Already knew area to land on or had specific page bookmarked








Other A

Anchor Answer Choice




Not sure


Mutually Exclusive


A What other method did you use to look for the information you wanted/needed?

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

T How often do you use the "A to Z" topic pages? Every time I visit the site
Y Radio button, one-up vertical Skip Logic Group* A to Z Topic Use Frequency NEW



Most of the time when I visit the site








About half the time I visit the site








Occasionally when I visit the site








This is the only time I have used them






T What information did you expect to find on the topical page you reviewed?

N Text area, no char limit Skip Logic Group* A to Z Topic Expectations OE NEW

S Please tell us about your experience with the ovc.gov search feature today. (Select all that apply.) I had issues with the basic search process (how to use it, terms to enter)
Y Checkbox, one-up vertical Skip Logic Group* Search Experience



I had issues with the visual display of the search results (text size, images)








I had issues with search results I received


Randomize




I had issues with sorting, filtering, advanced search, or lack of these options








I had technical issues with the search feature








I had an issue with the search feature not listed B

Anchor Answer Choice




I had no difficulty with search/results were helpful


Mutually Exclusive


B Please specify the search issue you experienced.

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

S If you could make one improvement to the search feature, which of the following would you make: Narrow results by a specific date
Y Radio button, one-up vertical Skip Logic Group* Search Improvements



Sort results by the most popular to least popular








Narrow by searching within the first set of results I receive


Randomize




Search by document type, pdf, wav, etc.








Other C

Anchor Answer Choice


C Please specify your suggestion to improve search.

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


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 L Y Checkbox, one-up vertical Skip Logic Group* Browse Experience



I had difficulty finding relevant information








Links and labels were difficult to understand U







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 difficulty while browsing A

Anchor Answer Choice




I had no difficulty browsing the site


Mutually Exclusive


L Please describe any specific links or paths that did not take you where they should have.

N Text area, no char limit Skip Logic Group* Browse Links Not Expected OE

U What specific links or labels were difficult to understand?

N Text area, no char limit Skip Logic Group* Browse Labels OE

T Please describe the technical difficulty you encountered (include as much detail as possible).

N Text area, no char limit Skip Logic Group* Browse Tech Issue OE

A Please tell us about your other browsing difficulty.

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


What prompted your visit to the site today? I have been on the site previously
Y Radio button, one-up vertical Anchor Answer Choice Acquisition Source



An email from Department of Justice Office for Victims of Crime


Skip Logic Group*




As a victim, was referred by doctor, nurse, therapist, counselor, etc.








As a victim, was referred by legal or law enforcement professional








Department of Justice Office for Victims of Crime social network post, tweet, video, etc. B

Randomize




Non - Department of Justice Office for Victims of Crime social network post, tweet, video, etc. B







Internet blogs or discussion forums








News source (magazine/newspaper/radio/television)








Referred by a friend or family member








Referred by a professional or academic acquaintance








Search engine results (e.g. Google, Bing)








Other A

Anchor Answer Choice


A Please tell us what else prompted your visit today.

N Text field, <100 char Skip Logic Group* Acquisition Source - Other

B Which social network led you to ovc.gov today? Facebook
Y Radio button, one-up vertical Skip Logic Group* Social Network



Twitter








YouTube








Other C





C Please tell us the other social network that led you to ovc.gov today.

N Text field, <100 char Skip Logic Group* Social Network - Other


Have you ever shared information found on OVC with others? Yes
Y Radio button, one-up vertical
Share Info



No







Do you subscribe to any email updates or RSS feeds from OVC? I subscribe to both email updates and RSS feeds from OVC
Y Radio button, one-up vertical
Subscribe



I subscribe only to email updates








I subscribe only to RSS feeds








No, but I intend to use at least one of them in the future








No, nor do I intend to







Which of the following best describes you in relation to your visit to ovc.gov today? Victim of crime
Y Drop down, select one Skip Logic Group* Role



Friend or family member of crime victim








Victim services provider/professional








Law enforcement officer or official








Attorney/Legal Services professional








Corrections/Probation/Parole officer or official








Educator or academic administration








Student








Medical/Nursing/Health service professional








Mental health professional








Social worker/counselor








General public








Other A





A Please briefly describe your other role:

N Text field, <100 char Skip Logic Group* Role - Other


How often do you visit this site? This is my first visit
Y Drop down, select one
Visit Frequency



Once every 6 months or less often








Once every few months








Monthly








Weekly








Daily or more often







What else would you like to share with us to help improve your online experience with this site?

N Text area, no char limit
Improve
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