Form 001 2018 001 SBA Browse V2 - 01-05-2018

E-Government Website Customer Satisfaction Surveys

2018 001 SBA Browse V2 - 01-05-2018.xlsx

2018 001 SBA Browse V2 - 01-05-2018

OMB: 1090-0008

Document [xlsx]
Download: xlsx | pdf

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
Welcome Text - Tablet / Phone






Thank you for visiting SBA.gov. You have been randomly selected to take part in this survey that is being conducted by ForeSee on behalf of the Small Business Administration. The feedback you provide will help us serve you better in the future. All results are strictly confidential.

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 . 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 your time in completing this survey. Your input is very important and will help us improve our service to you through SBA.gov.

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!





































Example Desktop
Example Mobile











































































































































































Sheet 3: Model Questions

Model Name
SBA.gov V2



Red & Strike-Through: Delete
Model ID





Underlined & Italicized: Re-order
Partitioned
No



Pink: Addition
Date
1/5/2018





Model Version
V2



Blue: Reword










Label Element Questions
Label Satisfaction Questions
Label Future Behaviors








Satisfaction

Recommend Company
(1=Very Unlikely, 10=Very Likely)




Satisfaction - Overall What is your overall satisfaction with this site?
(1=Very Dissatisfied, 10=Very Satisfied)

Recommend How likely are you to recommend this site to a friend or colleague?




Satisfaction - Expectations How well does this site meet your expectations?
(1=Falls Short, 10=Exceeds)







Satisfaction - Ideal How does this site compare to an ideal website?
(1=Not Very Close, 10=Very Close)
























































































































































































Sheet 4: Custom Questions

Model Name
SBA.gov V2


Red & Strike-Through: Delete


Model ID
0


Underlined & Italicized: Re-order

Partitioned
No


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



How easy was it for you to find what you were looking for on this site? 1 = Not at all easy
Y Radio button, scale, no don't know
Ease of Use




2








3








4








5








6








7








8








9








10 = Very easy







Please explain the rating you gave above.

N Text area, no char limit
OE_Ease of Use



Are you a business owner? Yes
Y Drop down, select one
Business Owner




No








I am not currently, but looking to potentially become one







How frequently do you visit this site? First time
Y Radio Button One Up Vertical
Visit Frequency




Daily








Weekly








Monthly








Less often







Are you interested in providing additional feedback to SBA in the future?  We respect your privacy and will not share your information. Yes G Y Radio button, one-up vertical Skip Logic Group* Opt-In Follow Up




No






G Please provide your e-mail address.  We may contact you in the future:

N Text area, <100 characters Skip Logic Group* OE_Opt-In Follow Up
File Typeapplication/vnd.openxmlformats-officedocument.spreadsheetml.sheet
File Modified0000-00-00
File Created0000-00-00

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