Form 766 2015 766 GSA WebMonitor Questionnaire - Final

GSA - Website Satisfaction Survey

General Services Administration

Website Satisfaction

Desktop Questionnaire Final

Pop-Up Invitation Text

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Thank you for visiting our website! You have been randomly selected to take part in a brief customer satisfaction survey. The feedback obtained from this survey will help us enhance our website. Please take a moment to tell us about your experience.

After selecting “Continue” you may continue browsing our website. You will then be redirected to the survey upon exiting the site.

This survey is conducted by an independent company, CFI Group.

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Please do not close this window.

This survey is about your entire website visit.  Please leave this window open and continue browsing our site.  When you are finished, the survey will appear in this window.  Thank you in advance for your feedback!

This survey is conducted by an independent company, CFI Group.

Navigation

Thank you for visiting GSA.gov. Please base your answers to the survey on your current visit to GSA.gov, and not other GSA sites linking from GSA.gov such as GSA Advantage!, GSA eLibrary, Airline City Pairs Search, etc.). This survey is authorized by U.S. Office of Management and Budget Control No. 1090-0007, which expires May 31, 2018.

To begin, please think about your ability to navigate the website. Using a scale from 1 to 10 where 1 is “Poor,” and 10 is “Excellent,” please rate:

[PN: Randomize order of questions]

(Select one for each row)

		Poor 1	2	3	4	5	6	7	8	9	Excellent 10	Don’t Know / NA
NAV_ORG	How well the site is organized
NAV_OPTN	The options available for navigating the site
NAV_LAY	How well the site layout helps you find what you are looking for
NAV_CLCK	The number of clicks to get where you want on the site

Site Performance

Using a scale from 1 to 10 where 1 is “Poor,” and 10 is “Excellent,” please rate:

[PN: Randomize order of questions]

(Select one for each row)

		Poor 1	2	3	4	5	6	7	8	9	Excellent 10	Don’t Know / NA
PRF_QUIK	How quickly pages load on the site
PRF_CONS	The consistency of speed from page to page on the site
PRF_ERR	The ability to load pages without getting error messages on the site

GSA Web Content

Now, please think about all the content and information presented on the website. Using a scale from 1 to 10 where 1 is “Poor,” and 10 is “Excellent,” please rate:

[PN: Randomize order of questions]

(Select one for each row)

		Poor 1	2	3	4	5	6	7	8	9	Excellent 10	Don’t Know / NA
CNT_ANSW	How well the information viewed today provided answers to your questions
CNT_QUAL	The quality of information you viewed on the site
CNT_UND	How understandable the information was that you viewed today

Functionality

Please think about the website features and functionality. Using a scale from 1 to 10 where 1 is “Poor,” and 10 is “Excellent,” please rate:

[PN: Randomize order of questions]

(Select one for each row)

		Poor 1	2	3	4	5	6	7	8	9	Excellent 10	Don’t Know / NA
FCT_USE	The usefulness of the website tools (Per Diem Lookup, search, social media tools, etc.) provided
FCT_CONV	The convenient placement of website tools
FCT_VARI	The variety of website tools

Look and Feel

Using a scale from 1 to 10 where 1 is “Poor,” and 10 is “Excellent,” please rate:

[PN: Randomize order of questions]

(Select one for each row)

		Poor 1	2	3	4	5	6	7	8	9	Excellent 10	Don’t Know / NA
LKF_VIS	The visual appeal of the site
LKF_BAL	The balance of graphics and text on the site
LKF_READ	The readability of pages on the site

Customer Satisfaction Index (CSI)

OVERSAT Now, please consider your overall experience with the website. Using a 10-point scale where 1 means “Very Dissatisfied” and 10 means “Very Satisfied,” overall how satisfied are you with the GSA website?

	Very Dissatisfied 1	2	3	4	5	6	7	8	9	Very Satisfied 10
Overall Satisfaction with the website

EXPECT Using a 10-point scale where 1 now means “Falls Short Of Your Expectations” and 10 means “Exceeds Your Expectations,” to what extent has the GSA website fallen short of or exceeded your expectations?

	Falls Short Of Your Expectations 1	2	3	4	5	6	7	8	9	Exceeds Your Expectations 10
How well the website has met your expectations

IDEAL Now, think about an ideal website. Using a 10-point scale where 1 means “Not Very Close to the Ideal,” and 10 means “Very Close to the Ideal,” how well do you think the GSA website compares with that ideal website?

	Not Very Close to the Ideal 1	2	3	4	5	6	7	8	9	Very Close to the Ideal 10
Satisfaction with the website compared to an ideal website

Future Behaviors

On a scale from 1 to 10 where 1 means “Not at All Likely” and 10 means “Very Likely,” please indicate how likely you are to:

		Not at All Likely 1	2	3	4	5	6	7	8	9	Very Likely 10	Don’t Know
RETURN	Return to this site
RECOM	Recommend this site to someone else

Additional Questions

RESTYPE (CAML002955) What best describes you? (If you are unsure about which answer option best describes you, please select “General public”)

GSA employee	1
Federal government employee (civilian)	2
Member of the armed forces (military)	3
State/local/tribal government employee	4
Small business vendor/contractor	5
Large business vendor/contractor	6
Non-government real property professionals (for example, realty specialists, community planners, facility managers, architects, engineers, etc.)	7
General public (for example, tax professional, non-federal government traveler, retired military, student/academic, non-profit, etc.)	8

LOCINFO (CAML002959) Did you locate the information you were looking for on this visit?

Yes	1
No	2

PURPSE (CAML002957) Please indicate the primary purpose of your current visit to GSA.gov:

Auctions/surplus property	1
Building information	2
GSA agency information (for example, contacts, regions, news, organization, etc.)	3
Forms	4
Jobs	5
Per diem and/or travel (mileage rates, airfare, lodging, etc.)	6
Policy and/or regulations	7
Purchase and/or look for information on purchasing products and/or services	8
Sell and/or look for information on selling products and/or services	9
Small business contracting and/or partnering	10
Training and/or events	11
Other, please specify	12

FREQVIS (CAML002956) On average, how often do you visit gsa.gov?

This is my first time ever	1
Frequently (once a month or more often)	2
Infrequently (less often than once a month)	3

LOOK (CAML002961) On this visit, how did you primarily look for information on gsa.gov?

Bookmarks	1
Browse using navigation (click on tabs and links)	2
Click on home page links	3
GSA.gov site search	4
Outside search (e.g. Google, Bing, Yahoo, etc.)	5

GOVCONT Do you currently have a government contract? [Ask if RESTYPE = 5 or 6]

Yes	1
No	2

PROPINFO Are you trying to: [Ask if PURPSE = 1]

Obtain/purchase property	1
Sell/dispose of property	2

GSAINFO Were you looking for a specific contact with a phone number and/or email address to help you? [Ask if PURPSE = 3]

Yes	1
No	2

CLOSE How can GSA.gov be improved to better meet your needs? Please be as specific as possible. [Capture open-end response] [Optional]

Those are all the questions we have. Please click “Submit” below to finalize your responses. Thank you for your participation!

Post-Survey

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.

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