Form 1013 2017 1013 USAJOBS Mobile 3.21.17

E-Government Website Customer Satisfaction Surveys

2017 1013 USAJOBS Mobile 3.21.17.xlsx

2017 1013 USAJOBS Mobile 3.21.17

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.



Our proposed mobile text is in the right cells and you may modify this text as needed. IDEALLY MOBILE TEXT SHOULD BE AS CONCISE AS POSSIBLE










Welcome and Thank You Text









Welcome Text -current browse survey
Welcome Text - Phone






Thank you for visiting our site. You have been randomly selected to take part in this survey to let us know what we are doing well and where we need to do better. Please take a minute or two to give us your opinions. The feedback you provide will help us enhance our site and serve you better in the future. Your responses are anonymous.
Thank you for visiting USAJOBS. You've been randomly selected to participate in a brief survey which helps us to improve the site. Your responses are anonymous, and the survey should take just a couple minutes.




































Thank You Text - current browse survey
Thank You Text - Phone






Thank you for your time in completing this survey. Your input is very valuable and we will use it to improve our site.
Thank you for taking our survey - and for helping us serve you better.




































Example Desktop
Example Mobile






























































































































































Sheet 4: Model Questions

Model Name
USAJOBS Mobile



Red & Strike-Through: Delete
Model ID
NEW MEASURE NEEDS MID



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



Pink: Addition
Date
1/23/2017



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 mobile site. 16 Satisfaction - Overall What is your overall satisfaction with this mobile site?
(1=Very Dissatisfied, 10=Very Satisfied)
19 Return How likely are you to return to USAJOBS.gov using your mobile device?
2 Look and Feel - Balance Please rate the balance of graphics and text on this mobile site. 17 Satisfaction - Expectations How well does this mobile site meet your expectations?
(1=Falls Short, 10=Exceeds)


Recommend (1=Very Unlikely, 10=Very Likely)
3 Look and Feel - Readability Please rate the readability of the pages on this mobile site. 18 Satisfaction - Ideal How does this site compare to your idea of an ideal mobile site?
(1=Not Very Close, 10=Very Close)
20 Recommend How likely are you to recommend USAJOBS.gov to someone else?


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 mobile site.


21 Primary Resource How likely are you to use this mobile site as a primary resource to find a job?
5 Site Performance - Consistency Please rate the consistency of speed from page to page on this mobile site.




Apply for Job
(1=Very Unlikely, 10=Very Likely)
6 Site Performance - Completeness Please rate how completely the page content loads on this mobile site.


22 Apply for Job How likely are you to use this mobile site to apply for a specific job?


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.







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





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





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





12 Job Information Browsing - Features Please rate how well the features on the mobile site help you find the jobs you need.







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





13 Job Information - Thoroughness Please rate the thoroughness of job descriptions on this mobile site.





14 Job Information - Understandable Please rate how understandable job descriptions are on this mobile site.





15 Job Information - Answers Please rate how well the job descriptions provide answers to your questions.















Sheet 5: Custom Questions

Model Name USAJOBS Mobile


Red & Strike-Through: Delete


Model ID NEW MEASURE NEEDS MID


Underlined & Italicized: Re-order

Partitioned Yes - 2MQ


Pink: Addition

Date 3/20/2017


Blue: Reword











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


What is your primary reason for visiting the site today? Search job opportunities
Y Radio button, one-up vertical Skip Logic Group* Primary Reason



Apply for specific job(s)







Check on status or update a prior job application







Create a USAJOBS profile







Create or change a saved job search







Upload or change a searchable resume







Find general information about USAJOBS







Update/edit my USAJOBS profile







Look for events







Explore opportunities for a specific group (student, veteran, etc.)







Reset password







Learn about Federal employment







Other






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



No B




A Was it easy to accomplish what you wanted to do? Yes
Y Radio button, one-up vertical Skip Logic Group* Accomplish Experience



No A1




A1 Please briefly describe what was difficult to accomplish.

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

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

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


Please rate the relevance of job search results on this mobile site. 1=Poor
Y Radio button, scale, has don't know Skip Logic Group Job Search Relevance



2






3






4






5






6






7






8






9






10=Excellent






Don't Know





Do any of these groups describe you? (Please select all that apply.) Federal Employees (current or former) C Y Checkbox, one-up vertical Skip Logic Group* Role



Veterans C






Students and recent graduates C






Individuals with disabilities C






Former overseas federal employees C






Land Management C






Military spouses C






National Guard C






Native Americans C






Peace Corps or AmeriCorps Vista (current or alumni) C






Senior executives C






General public


Mutually exclusive

C Did you explore the hiring paths/site information for any of the groups you selected? Yes C1 Y Radio button, one-up vertical Skip Logic Group* Role Info Access



No, I was not aware of any such information







No, I did not need to





C1 Was the information you found pertinent to what you were looking for? Yes
Y Radio button, one-up vertical Skip Logic Group* Role Info Useful



No, I had to go elsewhere to find the information I needed.






Did you find and apply to one or more jobs today? Yes
Y Radio button, one-up vertical
Applied to Job



No






How frequently do you visit this site? This is my first visit A Y Radio button, one-up vertical Skip Logic Group Visit Frequency



Once every 6 months or less often







Once every few months







Monthly







Weekly







Daily or more often





A Did you create a USAJOBS account during your visit? Yes B Y Radio button, one-up vertical Skip Logic Group Create Account



No







Not Sure





B Did you have any difficulty setting up the account? Yes C Y Radio button, one-up vertical Skip Logic Group Account Difficulty



No







Not Sure





C Which of the following difficulties did you encounter while creating an account? Account creation timed-out
Y Checkbox, one-up vertical Skip Logic Group Specific Difficulty



Difficulty with username and/or password creation







Difficulty with email address validation







Other






Did you use the site's search feature during your visit today? Yes Y Y Radio button, one-up vertical Skip Logic Group* Search Access



No







Don't recall





Y Please tell us about your experience with the site's search feature today. (Select all that apply.) Results were not relevant/not what I expected
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


Anchor Answer Choice



I had no difficulty with search / results were helpful


Mutually Exclusive


Which of these job search filter options do you use most often on USAJOBS? (Choose up to three most-used features.) Salary A Y Checkbox, one-up vertical Skip Logic Group Filter Usage



Pay Grade A

Allow up to 3 choices



Hiring Path A






Location A






Department and Agency A






Type of Work or Work Schedule A






Occupational Series or Job Category A






Appointment Type A






Security Clearance A






Travel Percentage A






Relocation Assistance A






Supervisory position A






None of the above


Mutually Exclusive

A Are the filters options easy to use? Yes
Y
Skip Logic Group* Filter Usage Easy



No A1






Don't recall





A1 Which filter options are most difficult to use? (Select up to three.) Salary
Y Checkbox, one-up vertical Skip Logic Group* Filters with Difficulty



Pay Grade


Allow up to 3 choices



Hiring Path







Location







Department and Agency







Type of Work or Work Schedule







Occupational Series or Job Category







Appointment Type







Security Clearance







Travel Percentage







Relocation Assistance







Supervisory position







Don't recall


Mutually Exclusive


Which of the following features/functions is most in need of improvement? Login
Y Radio button, one-up vertical
Focus feature



Uploading Documents







Profile







Search







Resume Builder







None of these






We value your feedback! Please share any ideas on how we could most improve this mobile site:

N Text area, no char limit
OE_Improve Experience
















Orrison, Tracy L.:

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