Form 1016 2017 1016 Smithsonian Mobile questionnaire 2017-04-19
E-Government Website Customer Satisfaction Surveys
2017 1016 Smithsonian Mobile questionnaire 2017-04-19.xlsx
2017 1016 Smithsonian Mobile questionnaire 2017-04-19
OMB: 1090-0008
⚠️ Notice: This form may be outdated. More recent filings and information on OMB 1090-0008 can be found here:
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Survey Invitation
Welcome and Thank You Text
Model Questions
Custom Questions
Overview
How to read this fileSurvey 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” |
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| Focus Area #2: Aligning Data to Business Strategies - Update your Custom Questions as business cycles change - Integrate Executive Level questions to evaluate initiatives |
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| Focus Area #3: Strategic and Tactical Value - Influence Board Room Decisions - Change Operational Approaches - Mature Your Research |
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| 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 | |||||||
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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 | |||||||
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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 this Smithsonian website. 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 this Smithsonian website. 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! |
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| Example Desktop | Example Mobile | ||||
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Sheet 4: Model Questions
| Model Name | Smithsonian Mobile |
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| Model ID | Underlined & Italicized: Re-order | |||||||
| Partitioned | Yes - 2MQ | Pink: Addition | ||||||
| Date | 3/3/2017 | Blue: Reword | ||||||
| Label | Element Questions | Label | Satisfaction Questions | Label | Future Behaviors | |||
| Look and Feel (1=Poor, 10=Excellent, Don't Know) | Satisfaction | Brand Confidence (1=Not At All Confident, 10=Very Confident) | ||||||
| 1 | Look and Feel - Appeal | Please rate the visual appeal of this mobile site. | 19 | Satisfaction - Overall | What is your overall satisfaction with this mobile site? (1=Very Dissatisfied, 10=Very Satisfied) |
22 | Brand Confidence | Please rate your level of confidence in Smithsonian. |
| 2 | Look and Feel - Balance | Please rate the balance of graphics and text on this mobile site. | 20 | 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. | 21 | Satisfaction - Ideal | How does this site compare to your idea of an ideal mobile site? (1=Not Very Close, 10=Very Close) |
23 | Recommend | How likely are you to recommend this site to someone else? |
| Site Performance (1=Poor, 10=Excellent, Don't Know) | Recommend Company (1=Very Unlikely, 10=Very Likely) |
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| 4 | Site Performance - Loading | Please rate how quickly pages load on this mobile site. | 24 | Recommend Company | How likely are you to recommend Smithsonian to someone else? | |||
| 5 | Site Performance - Consistency | Please rate the consistency of speed from page to page on this mobile site. | Return (1=Very Unlikely, 10=Very Likely) |
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| 6 | Site Performance - Completeness | Please rate how completely the page content loads on this mobile site. | 25 | Return | How likely are you to return to the Smithsonian website using your mobile device? | |||
| Navigation (1=Poor, 10=Excellent, Don't Know) | Visit a gallery in-person (1=Very Unlikely, 10=Very Likely) | |||||||
| 7 | Navigation - Organized | Please rate how well this mobile site is organized. | 26 | Visit a gallery in-person | How likely are you to visit the Smithsonian in person? | |||
| 8 | Navigation - Options | Please rate the options available for navigating this mobile site. | Trusted Resource (1=Very Unlikely, 10=Very Likely) | |||||
| 9 | Navigation - Layout | Please rate how well the mobile site layout helps you find what you need. | 27 | Trusted Resource | How likely are you to use this site as a trusted resource? |
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| Information Browsing (1=Poor, 10=Excellent, Don't Know) | Re-Use Content (1=Very Unlikely, 10=Very Likely) | |||||||
| 10 | Information Browsing - Sort | Please rate the ability to sort information by criteria that are important to you on this mobile site. | 28 | Re-Use Content | How likely are you re-use content from this website? (i.e., share it with others, blog about it, or print it) | |||
| 11 | Information Browsing - Narrow | Please rate the ability to narrow choices to find the information you are looking for on this mobile site. | ||||||
| 12 | Information Browsing - Features | Please rate how well the features on the mobile 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 on this mobile site. | ||||||
| 14 | Site Information - Understandable | Please rate how understandable information is on this mobile site. | ||||||
| 15 | Site Information - Answers | Please rate how well the information provides answers to your questions. |
Sheet 5: Custom Questions
| Model Name | Smithsonian Mobile |
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| Model ID | Underlined & Italicized: Re-order | ||||||||
| Partitioned | Yes - 2MQ | Pink: Addition | |||||||
| Date | 3/3/2017 | Blue: Reword | |||||||
| QID | QUESTION META TAG | Skip From | Question Text | Answer Choices | Skip To | Required Y/N |
Type | Special Instructions | CQ Label |
| Were you in a Smithsonian museum, the Zoo, or other Smithsonian location when you received the survey invitation? | Yes | A | Y | Radio button, one-up vertical | Skip Logic Group | In Museum Now | |||
| No | |||||||||
| A | Which Smithsonian location were you in? | African American History and Culture Museum | Y | Radio button, one-up vertical | Skip Logic Group | In Museum - which one | |||
| African Art Museum | |||||||||
| Air and Space Museum | |||||||||
| Air and Space Museum Udvar-Hazy Center (Virginia) | |||||||||
| American Art Museum | |||||||||
| American History Museum | |||||||||
| American Indian Museum (Washington, D.C.) | |||||||||
| American Indian Museum Heye Center (New York) | |||||||||
| Anacostia Community Museum | |||||||||
| Cooper Hewitt, Smithsonian Design Museum | |||||||||
| Freer | Sackler Galleries of Art | |||||||||
| Hirshhorn Museum and Sculpture Garden | |||||||||
| Natural History Museum | |||||||||
| National Zoo | |||||||||
| Portrait Gallery | |||||||||
| Postal Museum | |||||||||
| Renwick Gallery | |||||||||
| Smithsonian Institution Building (Castle) | |||||||||
| Not sure | |||||||||
| What was your primary purpose in coming to the Smithsonian website? | Plan a museum or zoo visit | Z, J, N | Y | Radio button, one-up vertical | Skip Logic Group | Primary Purpose | |||
| Follow-up after a visit | Z | Randomize | |||||||
| Find information during a visit | Z | ||||||||
| Conduct research | |||||||||
| For school work | |||||||||
| Find information for my students | |||||||||
| For general interest and/or entertainment | |||||||||
| To join or support the Smithsonian | |||||||||
| Find a job or internship | |||||||||
| Shop | |||||||||
| View the Zoo Cams | |||||||||
| Book a vacation via Smithsonian Journeys | |||||||||
| Other (please specify) | A | ||||||||
| A | Other purpose for coming to the website: | Text area, no char limit | Skip Logic Group | OE_Primary Purpose | |||||
| Z | Please indicate which parts of the Smithsonian you are interested in. (Please select all that apply.) | African American History and Culture Museum | N | Checkbox, one-up vertical | Skip Logic Group | Museum Interest | |||
| African Art Museum | |||||||||
| Air and Space Museum | |||||||||
| Air and Space Museum Udvar-Hazy Center (Virginia) | |||||||||
| American Art Museum | |||||||||
| American History Museum | |||||||||
| American Indian Museum (Washington, D.C.) | |||||||||
| American Indian Museum Heye Center (New York) | |||||||||
| Anacostia Community Museum | |||||||||
| Cooper Hewitt, Smithsonian Design Museum | |||||||||
| Freer | Sackler Galleries of Art | |||||||||
| Hirshhorn Museum and Sculpture Garden | |||||||||
| Natural History Museum | |||||||||
| National Zoo | |||||||||
| Portrait Gallery | |||||||||
| Postal Museum | |||||||||
| Renwick Gallery | |||||||||
| Smithsonian Institution Building (Castle) | |||||||||
| Not sure | |||||||||
| J | When do you plan to visit the Smithsonian? | I visited earlier today | Y | Radio button, one-up vertical | Skip Logic Group | Visit Timing | |||
| I'm visiting now | |||||||||
| Later today | |||||||||
| This week | |||||||||
| Next week | |||||||||
| Within the next month | |||||||||
| Within the next 2 months | |||||||||
| More than 2 months from today | |||||||||
| N | How many museums are you planning to visit? | 1 | Y | Drop down, select one | Skip Logic Group | Number of Museums_New | |||
| 2-3 | |||||||||
| More than 3 | |||||||||
| Please rate the extent to which the images on this mobile site appeal to you. | 1=Poor | Y | Radio button scale, has don't know | Image Content - Appeal | |||||
| 2 | |||||||||
| 3 | |||||||||
| 4 | |||||||||
| 5 | |||||||||
| 6 | |||||||||
| 7 | |||||||||
| 8 | |||||||||
| 9 | |||||||||
| Excellent=10 | |||||||||
| Don't know | |||||||||
| Please rate the variety of images offered on this mobile site. | 1=Poor | Y | Radio button scale, has don't know | Image Content - Variety | |||||
| 2 | |||||||||
| 3 | |||||||||
| 4 | |||||||||
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| 7 | |||||||||
| 8 | |||||||||
| 9 | |||||||||
| Excellent=10 | |||||||||
| Don't know | |||||||||
| Please rate the availability of specific images that you were looking for on this mobile site. | 1=Poor | Y | Radio button scale, has don't know | Image Content - Availability | |||||
| 2 | |||||||||
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| 5 | |||||||||
| 6 | |||||||||
| 7 | |||||||||
| 8 | |||||||||
| 9 | |||||||||
| Excellent=10 | |||||||||
| Don't know | |||||||||
| Accomplish | Did you find what you were looking for? | Yes | A | Y | Radio button, one-up vertical | Skip Logic Group* | Did You Find | ||
| I wasn’t looking for anything in particular | |||||||||
| No, I was looking for: | B | ||||||||
| B | What specifically were you unable to find? | N | Text area, no char limit | Skip Logic Group* | OE_Did Not Find | ||||
| A | Was the information easy to find? | Yes | Y | Radio button, one-up vertical | Skip Logic Group* | Accomplish Experience | |||
| No | |||||||||
| Did you use the site's search feature during your visit today? | Yes | A | Y | Radio button, one-up vertical | Skip Logic Group | Search Used | |||
| No | |||||||||
| Not sure/can't recall | |||||||||
| A | 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 | Skip Logic Group | Search Experience | |||
| Too many results/I needed to refine my search | randomize | ||||||||
| Not enough results | |||||||||
| Returned NO results | |||||||||
| Received error message(s) | |||||||||
| Search speed was too slow | |||||||||
| I experienced a different search issue (please explain): | B | Anchor Answer Choice | |||||||
| Search results were helpful | Mutually Exclusive | ||||||||
| B | Other search issue: | N | Text area, no char limit | Skip Logic Group | OE_Search Experience | ||||
| 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* | OE_Navigation Experience | ||||
| T | Which of the following technical problems, if any, occurred during your visit? (Please select all that apply.) | Site error message | Y | Checkbox, one-up vertical | Skip Logic Group* | Technical Problems | |||
| Incomplete load of a site page | |||||||||
| Inconsistent page loads | |||||||||
| Other (please specify) | T2 | ||||||||
| T2 | What other type of technical problems did you experience today? | N | Text area, no char limit | Skip Logic Group* | Technical Problems Other | ||||
| 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 | |||||||||
| Today, did you make an online purchase or reserve a tour or ticket from the Smithsonian? | No | Y | Drop down, select one | Skip Logic Group | Online Purchase | ||||
| Yes | I, H | ||||||||
| I | What type of purchase or reservation did you make online? (Please select all that apply.) | Merchandise | N | Checkbox, one-up vertical | Skip Logic Group | Type of Online Purchase | |||
| Event ticket | |||||||||
| IMAX ticket | |||||||||
| Tour reservation | |||||||||
| Buy membership or renewal | |||||||||
| Music download | |||||||||
| Other (please specify) | G | ||||||||
| G | Please specify what other type of purchase or reservation you made online. | N | Text area, no char limit | Skip Logic Group | OE_Online Purchase | ||||
| H | What is your overall satisfaction with the online purchase or reservation experience? | 1=Not very satisfied | N | Radio button, scale, no don't know | Skip Logic Group | Online Purchase Experience | |||
| 2 | |||||||||
| 3 | |||||||||
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| 7 | |||||||||
| 8 | |||||||||
| 9 | |||||||||
| 10=Very satisfied | |||||||||
| Acquisition Source | Which of the following was most important in bringing you to the site today? | Email from Smithsonian | Y | Drop-down, one-up vertical | Skip Logic Group | Acquisition Source | |||
| Blogs or discussion forums | |||||||||
| Social media (e.g., Facebook, Twitter, Instagram) | B | ||||||||
| Search engine results | |||||||||
| Word of mouth recommendation from someone I know | |||||||||
| TV, radio, newspaper, or magazine advertising | |||||||||
| Internet advertising | |||||||||
| The exhibit actively encouraged me to use my device | |||||||||
| Familiarity with Smithsonian | |||||||||
| I saw information about the site at the museum | |||||||||
| Not sure/can't recall | |||||||||
| Other (please specify) | A | ||||||||
| A | What else was most important in bringing you to the site? | N | Text area, no char limit | Skip Logic Group | OE_Acquisition Source | ||||
| B | Which social media site brought you to the site today? | N | Radio button, one-up vertical | Skip Logic Group* | SV-Social Network | ||||
| Flickr | |||||||||
| Google+ | |||||||||
| SnapChat | |||||||||
| StumbleUpon | |||||||||
| Tumblr | |||||||||
| Yelp | |||||||||
| YouTube | |||||||||
| Other (please specify) | C | Anchor Answer Choice | |||||||
| C | Please tell us the other social network where you heard about this website. | N | Text field, <100 char | Skip Logic Group* | SV - Other Social Network | ||||
| While visiting a museum in person, how often do you use your mobile device? | Always or almost always | A | Y | Radio button, one-up vertical | Skip Logic Group | In-location Mobile Device | |||
| Most of the time | A | ||||||||
| Some of the time | A | ||||||||
| Rarely | A | ||||||||
| Never | |||||||||
| I have never visited a museum in person | |||||||||
| A | What do you use a mobile device for while visiting a museum in person? (Please select all that apply.) | Access social media | C | Y | Checkbox, one-up vertical | Skip Logic Group | In-location Mobile Device - Use | ||
| Contact museum with questions/feedback | |||||||||
| Look for more information about an object, collection or exhibit | |||||||||
| Look for information about the museum (e.g., maps, where to eat, reviews) | |||||||||
| Reserving or purchasing tickets for events | |||||||||
| Self-guided tours | |||||||||
| Take photos or videos | |||||||||
| Texting/connecting with friends and family | |||||||||
| Use a museum app | |||||||||
| For reasons unrelated to my visit | |||||||||
| Other (please specify) | B | ||||||||
| B | What else do you use a mobile device for while visiting a museum in person? | N | Text area, no char limit | Skip Logic Group | OE_In-location Mobile Device - Use | ||||
| C | What social media platform(s) do you generally use while in a museum? (Please select all that apply.) | Y | Checkbox, one-up vertical | Skip Logic Group | In-location Social Media - Site | ||||
| Flickr | |||||||||
| Google+ | |||||||||
| SnapChat | |||||||||
| StumbleUpon | |||||||||
| Tumblr | |||||||||
| Yelp | |||||||||
| YouTube | |||||||||
| Other (please specify) | D | ||||||||
| D | Please specify what other social media platforms you use while in a museum. | N | Text area, no char limit | Skip Logic Group | OE_In-location Social Media - Site | ||||
| C | How do you use social media while in a museum? (Please select all that apply.) | Post about my experience in the museum (e.g., photos, videos, comments) | Y | Checkbox, one-up vertical | Skip Logic Group | In-location Social Media - Uses | |||
| Connect with people I'm meeting at the museum | |||||||||
| Contact museum with questions/feedback | |||||||||
| Look for information about the museum | |||||||||
| Look for information about an object, collection or exhibit | |||||||||
| Participate in social media campaigns and contests | |||||||||
| Share photos | |||||||||
| Stay up to date on my social media feed unrelated to the museum | |||||||||
| Other (please specify) | E | ||||||||
| E | How else do you use social media while in a museum? | N | Text area, no char limit | Skip Logic Group | OE_In-Location Social Media - Uses | ||||
| On this site today, did you see an advertisement? | Yes | I | Y | Radio button, one-up vertical | Skip Logic Group | Advertisements | |||
| No | |||||||||
| I | How did the advertisement affect your overall satisfaction with the website? | 1=Negatively affected |
N | Radio button, scale, no don't know | Skip Logic Group | Advertisement Satisfaction | |||
| 2 | |||||||||
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| 8 | |||||||||
| 9 | |||||||||
| 10 = Positively affected | |||||||||
| What is your education level (highest level completed or current level if you are a student)? | K - 8th grade | N | Radio button, one-up vertical | Demographics: Education | |||||
| High school (or equivalent) | |||||||||
| Some college or technical training | |||||||||
| College (undergraduate) | |||||||||
| Graduate or professional degree | |||||||||
| I prefer not to answer | |||||||||
| Demographics: Age | What is your age range? | under 18 | N | Radio button, one-up vertical | Demographics: Age | ||||
| 18 - 24 | |||||||||
| 25 - 34 | |||||||||
| 35 - 44 | |||||||||
| 45 - 54 | |||||||||
| 55 - 64 | |||||||||
| 65 or older | |||||||||
| I prefer not to answer | |||||||||
| Demographics: Gender | Are you a male or female? | Male | N | Drop down, select one | Demographics: Gender | ||||
| Female | |||||||||
| I prefer not to answer | |||||||||
| Please indicate the state where you live. | I live outside of the United States | Y | Drop down, select one | Demographics: State | |||||
| Alabama | |||||||||
| Alaska | |||||||||
| Arizona | |||||||||
| Arkansas | |||||||||
| California | |||||||||
| Colorado | |||||||||
| Connecticut | |||||||||
| Delaware | |||||||||
| District of Columbia | |||||||||
| Florida | |||||||||
| Georgia | |||||||||
| Hawaii | |||||||||
| Idaho | |||||||||
| Illinois | |||||||||
| Indiana | |||||||||
| Iowa | |||||||||
| Kansas | |||||||||
| Kentucky | |||||||||
| Louisiana | |||||||||
| Maine | |||||||||
| Maryland | |||||||||
| Massachusetts | |||||||||
| Michigan | |||||||||
| Minnesota | |||||||||
| Mississippi | |||||||||
| Missouri | |||||||||
| Montana | |||||||||
| Nebraska | |||||||||
| Nevada | |||||||||
| New Hampshire | |||||||||
| New Jersey | |||||||||
| New Mexico | |||||||||
| New York | |||||||||
| North Carolina | |||||||||
| North Dakota | |||||||||
| Ohio | |||||||||
| Oklahoma | |||||||||
| Oregon | |||||||||
| Pennsylvania | |||||||||
| Rhode Island | |||||||||
| South Carolina | |||||||||
| South Dakota | |||||||||
| Tennessee | |||||||||
| Texas | |||||||||
| Utah | |||||||||
| Vermont | |||||||||
| Virginia | |||||||||
| Washington | |||||||||
| West Virginia | |||||||||
| Wisconsin | |||||||||
| Wyoming | |||||||||
| If you could identify one improvement to the mobile site, what would that improvement be? | N | Text area, no char limit | One Improvement | ||||||
| We're working to improve the Smithsonian’s websites. Please consider providing your email address for us to contact you. | N | Text area, no char limit |
| File Type | application/vnd.openxmlformats-officedocument.spreadsheetml.sheet |
| File Modified | 0000-00-00 |
| File Created | 0000-00-00 |
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