Form 1001 2017 1001 DLA Desktop Browse 2016.12.27

E-Government Website Customer Satisfaction Surveys

2017 1001 DLA Desktop Browse 2016.12.27.xlsx

2017 1001 DLA Desktop Browse 2016.12.27

OMB: 1090-0008

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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

Desktop






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.






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






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






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





Example Desktop




























































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







Thank you for visiting www.dla.mil. 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 Text







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.





































Example Desktop
























































































































































Sheet 4: Model Questions

Model Name
DLA Desktop Browse



Red & Strike-Through: Delete
Model ID





Underlined & Italicized: Re-order
Partitioned
Yes - 2MQ



Pink: Addition
Date
5/1/2016



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)
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)
19 Return How likely are you to return to dla.mil in the future?
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)


Trust (1=Not at all Trustworthy, 10=Very Trustworthy)
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)
20 Trust - Level Please rate your level of trust in the Defense Logistics Agency.


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




Primary Resource (1=Very Unlikely, 10=Very Likely)
4 Site Performance - Loading Please rate how quickly pages load on this site.


21 Primary Resource How likely are you to use dla.mil as your primary resource for obtaining information from the Defense Logistics Agency?
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 5: Custom Questions

Model Name
DLA Desktop Browse


Red & Strike-Through: Delete


Model ID
0


Underlined & Italicized: Re-order

Partitioned
Yes - 2MQ


Pink: Addition

Date
1/1/2016


Blue: Reword












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

Primary Reason: Federal Government or Informational Non-Profit
What is your primary reason for visiting the site today? Read news
Y Radio button, one-up vertical Skip Logic Group* Primary Reason




Find policy information


Randomize




Do research








Find contact information








Download a document








Provide feedback








Watch a video








Find employment opportunities








Find events








Find specific policies and regulations








Request products or services








Find business or vendor opportunities








Other (Please specify.) A

Anchor Answer Choice


A Please specify the other reason for your visit.

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

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




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


B Was the information easy to find? Yes
Y Radio button, one-up vertical Skip Logic Group* Accomplish Experience




No B1





B1 Why was the information difficult to find?

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

Acquisition Source
How were you referred to the site today? An email from the Defense Logistics Agency
Y Radio button, one-up vertical Skip Logic Group* Acquisition Source




Defense Logistics Agency social network post, tweet, video, etc.








Non-Defense Logistics Agency social network post, tweet, video, etc.








Internet blogs or discussion forums








Search engine results


Randomize




Recommendation from someone I know








Professional contact or training








Conference or printed promotional products








Other (Please specify.) A

Anchor Answer Choice




I was not referred to the site by anything specific


Anchor Answer Choice


A Please specify how else you were referred to the site.

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

Role
What is your primary role in visiting the site today? Servicemember
Y Drop down, select one
Role




Government employee outside of Defense Logistics Agency








Defense Logistics Agency employee








Defense Logistics Agency contractor








Industry representative








Vendor looking for business








Vendor already working with Defense Logistics Agency








Journalist / Press








Prospective employee








U.S. Citizen








Non-U.S. Citizen








Researcher








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* Navigation 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 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


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

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


U What specific links or labels were difficult to understand?

N Text area, no char limit Skip Logic Group* Nav Links and 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* Navigation Technical Issue OE



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




Incomplete load of a site page








Inconsistent page loads








Other (Please specify.) A







No technical problems occurred


Mutually Exclusive


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

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


B Please describe the error message you received.

N Text area, no char limit Skip Logic Group* Technical Error Messages



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 occurred


Mutually Exclusive


A Please specify the other issue 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

Visit Frequency
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





OE_Improve Experience
What else would you like to share with us to help improve your online experience with dla.mil?

N Text area, no char limit
Improve
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