Form 996 2016 996 DOJ OVC Mobile Browse 110916

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Overview

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

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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.

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Sheet 2: Welcome and Thank You Text

Welcome and Thank You Text
	Welcome Text			Thank You Text
							Acker, Maria: Will ovc,gov change per the site that this survevy is placed on? We have 3, ovc.gov; crimevictims.gov; ovc.ncjrs.gov. Are you able to look back and see how we handled this in 2013?
	Thank you for visiting this site. 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 let us know how we can improve your mobile experience.			Thank you for taking our survey - and for helping us serve you better. We appreciate your input!
							Can replace with "this site".
	Example Mobile Welcome Text			Example Mobile Thank You Text

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Sheet 3: Model Questions

Model Name		DOJ OVC Mobile 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.
		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.

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Sheet 4: Custom Questions

Model Name	DOJ OVC Mobile 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