Form 1030 2017 1030 NIH NHLBI Desktop Informational 8.16.17

E-Government Website Customer Satisfaction Surveys

2017 1030 NIH NHLBI Desktop Informational 8.16.17.xlsx

2017 1030 NIH NHLBI Desktop Informational 8.16.17

OMB: 1090-0008

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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

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















Sheet 2: 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 - Alternate







Thank you for visiting the NIH National Heart, Lung, and Blood Institute site. 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 - Alternate







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

























































































































































Sheet 3: Model Questions

Model Name
NIH NHLBI Desktop Informational



Red & Strike-Through: Delete
Model ID





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



Pink: Addition
Date
7/31/2017



Blue: Reword
Model Version
17.2.G















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)
19 Primary Resource How likely are you to use the NHLBI site as your primary resource for heart, lung, and blood information?
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 an ideal website?
(1=Not Very Close, 10=Very Close)
20 Return How likely are you to return to the NHLBI website in the future?


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




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


21 Recommend How likely are you to recommend the NHLBI 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 NIH NHLBI Desktop Informational


Red & Strike-Through: Delete


Model ID 0


Underlined & Italicized: Re-order

Partitioned Yes - 2MQ


Pink: Addition

Date 8/16/2017


Blue: Reword











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


What was your primary reason for visiting the NHLBI site today? (Please select the best general match to the type of information you were looking for.) Information on a specific disease, condition or health topic
Y Radio button, one-up vertical Skip Logic Group* Primary Reason



Healthy lifestyle, nutrition, fitness, weight management, or BMI calculator







Educational materials or programs







Clinical trials







Systematic evidence reviews or clinical practice guidelines







NHLBI research programs, projects, studies or findings







Funding or grants







Meetings or events







Training opportunities / career development







News or press releases







NHLBI organizational or contact information







Sign up for email alerts or newsletters







Just browsing / nothing specific







Other (please specify) A




A Please specify the other reason for your visit.

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


Were you able to do or find what you wanted on the site today? Yes Y Y Radio button, one-up vertical Skip Logic Group Accomplish



No N, O






Still looking N, O




N What specifically did you hope to do or find on the site?

N Text area, no char limit Skip Logic Group OE_Did Not Find

O What do you plan on doing next? (Please select all that apply.) Continue looking on the NHLBI site or come back later
Y Checkbox, one-up vertical Skip Logic Group Unable Next Steps



Research other websites, blogs, or social media







Talk to my doctor or other medical professional







Nothing


Mutually Exclusive



Other (please specify) P




P What do you plan on doing next?

N Text area, no char limit Skip Logic Group OE_Next Steps

Y Please rate how easy it was for you to accomplish what you wanted on the site today. 1=Very Difficult Y1 Y Radio button, scale, no don't know Skip Logic Group Unable Next Steps



2 Y1






3 Y1






4 Y1






5 Y1






6







7







8







9







10=Very Easy





Y1 Please briefly explain why you gave this rating and what you were trying to do or find on the site today.

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


How were you referred to the site today? Search engine results (Google, Yahoo, etc.)
Y Radio button, one-up vertical Skip Logic Group* Acquisition Source



Link from another website







An email from NHLBI







NHLBI social media (Facebook, Twitter, YouTube, Google+, etc.) post, tweet, video, etc.







Other social media post, tweet, video, blog, etc.







Doctor, nurse, or other healthcare professional







Recommendation from family or friend







From a teacher or educator







Media mention or read about it in an article







Other (please specify) A






I was not referred to the site by anything specific





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

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


Please select your level of familiarity with NHLBI prior to your visit to the site today. I had never heard of NHLBI prior to visiting the site today
Y Radio button, one-up vertical
Awareness NHLBI



I was slightly familiar with NHLBI







I was fairly familiar with NHLBI







I was very familiar with NHLBI






For this visit, which best describes you? "I am a…" Patient or person with health concerns
Y Radio button, one-up vertical Skip Logic Group Role



Family or friend of person with health concerns







Researcher







Medical/healthcare professional







Student (any level)







Teacher or educator







Advocate







General public







Other D




D Please specify what other role best describes you.

N Text field, <100 char Skip Logic Group OE_Role


How do you plan to use the information? To share and discuss with my health care provider
Y Drop down, select one
Info Usage



To address personal health issues







To aid others who have health concerns (patients, family, etc.)







To pursue a career as a medical researcher







To support new or current research projects







To support a class or educational project







To explore or support business opportunities







Just browsing







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







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

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


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



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 wanted
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: A

Anchor Answer Choice



I had no difficulty with search/results were helpful


Mutually Exclusive

A Please specify the search issue you experienced.

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


Which of the following best describes NHLBI site information you accessed? Much too broad or general for my needs
Y Radio button, scale, has don't know ` NHLBI Specificity Level



Somewhat too general







Level of detail meets my needs







Somewhat too specific







Much too specific






Please rate your level of agreement with the following statements:

NHLBI compares well to other health informational websites I have visited.
1=Strongly Disagree
Y Radio button, scale, has don't know ` NHLBI Comparison Rating



2







3







4







5







6







7







8







9







10=Strongly Agree







Don't Know






I trust the information presented by NHLBI. 1=Strongly Disagree
Y Radio button, scale, has don't know ` NHLBI Trust Rating



2







3







4







5







6







7







8







9







10=Strongly Agree







Don't Know






How often do you visit this site? This is my first visit
Y Radio button, one-up vertical
Visit Frequency



Once every 6 months or less often







Monthly or every few months







Weekly or more often






We value your feedback!. If you have any other ideas on how we could improve the NHLBI website, please share them here.

N Text area, no char limit
Improve


What is your gender? Male
N Radio button, one-up vertical
Demos: Gender Fed Govt



Female







Prefer not to respond






Which category includes your age? Under 18
N Drop down, select one
Demos: Age



18 - 24







25 - 34







35 - 44







45 - 54







55 - 64







65 or older







Prefer not to respond




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