Form 005 2019 005 CRC Mobile Informational_2018.09.27
E-Government Website Customer Satisfaction Surveys
2019 005 CRC Mobile Informational_2018.09.27.xlsx
2019 005 CRC Mobile Informational_2018.09.27
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⚠️ Notice: This form may be outdated.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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Model Questions
Custom Questions
Overview
Welcome and Thank You TextModel Questions
Custom Questions
Sheet 1: Welcome and Thank You Text
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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 - Tablet / Phone | |||||
| Thank you for visiting our 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 - Tablet / Phone | |||||
| Thank you for taking our survey - and for helping us serve you better. We appreciate your input! |
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| Example Mobile | |||||
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Sheet 2: Model Questions
| Model Name | CRC Mobile Informational |
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| Model ID | Underlined & Italicized: Re-order | |||||||
| Partitioned | Yes - 2MQ | Pink: Addition | ||||||
| Date | Blue: Reword | |||||||
| Model Version | 17.3.Y | |||||||
| Label | Satisfaction Questions | Label | Element Questions | Label | Future Behaviors | |||
| Satisfaction | Site Performance (1=Poor, 10=Excellent, Don't Know) | Brand Confidence (1=Not At All Confident, 10=Very Confident) | ||||||
| 1 | Satisfaction - Overall | What is your overall satisfaction with this site? (1=Very Dissatisfied, 10=Very Satisfied) |
4 | Site Performance - Speed | Please rate the speed that pages and content loaded for you. | 16 | Brand Confidence | Please rate your level of confidence in Citizenship Resource Center. |
| 2 | Satisfaction - Expectations | How well does this site meet your expectations? (1=Falls Short, 10=Exceeds) |
5 | Site Performance - Completeness | Please rate the consistency of complete loading of pages and content. | Return (1=Very Unlikely, 10=Very Likely) |
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| 3 | Satisfaction - Ideal | How does this site compare to an ideal mobile website? (1=Not Very Close, 10=Very Close) |
6 | Site Performance -Responsiveness | Please rate the responsiveness of the pages to your actions. | 17 | Return | How likely are you to return to www.uscis.gov/citizenship using your mobile device? |
| Look and Feel (1=Poor, 10=Excellent, Don't Know) | Recommend Company (1=Very Unlikely, 10=Very Likely) |
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| 7 | Look and Feel - Appeal | Please rate the visual appeal of the pages that you visited. | 18 | Recommend Company | How likely are you to recommend Citizenship Resource Center to someone else? | |||
| 8 | Look and Feel - Spacing | Please rate the spacing between items on the pages that you visited. | ||||||
| 9 | Look and Feel - Readability | Please rate the legibility of the pages that you visited. | ||||||
| Navigation (1=Poor, 10=Excellent, Don't Know) | ||||||||
| 10 | Navigation - Ease | Please rate the ease of finding what you were looking for. | ||||||
| 11 | Navigation - Layout | Please rate the page layout on displaying content and links where you could find them. | ||||||
| 12 | Navigation - Links | Please rate the links on taking you where you needed to go. | ||||||
| Site Information (1=Poor, 10=Excellent, Don't Know) | ||||||||
| 13 | Site Information - Relevance | Please rate the relevance to your interests of the information that you found. | ||||||
| 14 | Site Information - Thoroughness | Please rate the thoroughness of the information that you found. | ||||||
| 15 | Site Information - Readability | Please rate the readability of the information that you found. |
Sheet 3: Custom Questions
| Model Name | CRC Mobile Informational |
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| Model ID | 0 | Underlined & Italicized: Re-order | ||||||||
| Partitioned | Yes - 2MQ | Pink: Addition | ||||||||
| Date | Blue: Reword | |||||||||
| QID | AP Question Tag | Skip From | Question Text | Answer Choices | Skip To | AP Answer Tag | Required Y/N |
Type | Special Instructions | CQ Label |
| Visit Frequency | How often do you visit the Citizenship Resource Center website? | First time | first_time | Y | Drop down, select one | Frequency | ||||
| More than once a day | more_than_once_a_day | |||||||||
| Daily | daily | |||||||||
| About once a week | about_once_a_week | |||||||||
| About once a month | about_once_a_month | |||||||||
| Every 6 months or less | every_6_months_or_less | |||||||||
| Acquisition Source | How did you hear about us? (Select all that apply) | USCIS website | uscis_website | Y | Checkbox, one-up vertical | Skip Logic Group* | Source | |||
| Internet search (i.e. Google, Bing, etc.) | internet_search | |||||||||
| Online ad/media | online_ad/media | |||||||||
| Offline ad (print, radio, television) | offline_ad | |||||||||
| Social media | social_media | |||||||||
| Brochure/publication | brochure/publication | |||||||||
| Public event | public_event | |||||||||
| USCIS official | uscis_official | |||||||||
| Word-of-mouth | word_of_mouth | |||||||||
| Family/Friends | family/friends | |||||||||
| Community organization | community_organization | |||||||||
| Citizenship class | citizenship_class | |||||||||
| Other, please specify: | A | |||||||||
| A | Other source | N | Text field, <100 char | Skip Logic Group* | Other source | |||||
| Role | What best describes your role when coming to the Citizenship Resource Center website? | Naturalization applicant/permanent resident | naturilization_applicant/permanent_resident | Y | Radio button, one-up vertical | Skip Logic Group* | Role | |||
| Family or friend of a naturalization applicant/permanent resident | family_or_friend_of_naturalization_applicant/permanent_resident | |||||||||
| Adult educator/teacher | adult_educator/teacher | |||||||||
| Student | student | |||||||||
| Volunteer | volunteer | |||||||||
| Immigrant-serving organization staff | immigrant_serving_organization_staff | |||||||||
| State or local government employee | state_or_local_government_employee | |||||||||
| Attorney | attorney | |||||||||
| USCIS employee | uscis_employee | |||||||||
| Other, please specify: | A | |||||||||
| A | Other role | N | Text field, <100 char | Skip Logic Group* | Other role | |||||
| What area of the Citizenship Resource Center website did you visit today? | Learners | learners | Y | Drop down, select one | Area | |||||
| Teachers | teachers | |||||||||
| Organizations | organizations | |||||||||
| Other Languages | other_languages | |||||||||
| Primary Reason: Federal Government or Informational Non-Profit | What is the reason for your visit today to the Citizenship Resource Center website? | Just browsing | just_browsing | Y | Radio button, one-up vertical | Skip Logic Group* | Reason | |||
| Learn about the Citizenship Resource Center | learn_about_the_citizenship_resource_center | |||||||||
| Learn about naturalization | B | learn_about_Naturalization | ||||||||
| Apply for citizenship | apply_for_citizenship | |||||||||
| Study for the test | study_for_the_test | |||||||||
| Check application/case status | check_application/case_status | |||||||||
| Look for forms | look_for_forms | |||||||||
| Find free information events | find_free_information_events | |||||||||
| Learn about citizenship rights and responsibilities | learn_about_citizenship_rights_and_responsibilities | |||||||||
| Find classroom tools (for professionals) | find_classroom_tools | |||||||||
| Learn about current USCIS grant opportunities | learn_about_current_uscis_grant_opportunities | |||||||||
| Find links to program administration, professional development, and training resources | find_links_to_program_administration_professional_development_and_training_resources | |||||||||
| Find a citizenship class | find_a_citizenship_class | |||||||||
| Other, please specify: | A | |||||||||
| A | If you were looking for specific information, please tell us what you were trying to find. | N | Text area, no char limit | Skip Logic Group* | Other reason | |||||
| B | Did you use the Questions and Answers about U.S. Citizenship link on the Learn about Naturalization page today? | Yes | C,D | yes | Y | Radio button, one-up vertical | Skip Logic Group* | Use FAQ | ||
| No | no | |||||||||
| Not sure | not sure | |||||||||
| C | Was the FAQ link prominently placed/easy to find on the page? | Yes | yes | Y | Radio button, one-up vertical | Skip Logic Group* | FAQ prominent | |||
| No | no | |||||||||
| D | Did the Questions and Answers about U.S. Citizenship link help you find what you were looking for? | Yes | yes | Y | Radio button, one-up vertical | Skip Logic Group* | FAQ helpful | |||
| No | E | no | ||||||||
| E | What information was missing/not provided? | Y | Text area, no char limit | Skip Logic Group* | Missing info FAQ | |||||
| Accomplish | Were you able to find what you were looking for today? | Yes | yes | Y | Drop down, select one | Skip Logic Group* | Find info | |||
| Partially | A,B | partially | ||||||||
| No | A,B | no | ||||||||
| OE_Accomplish | A | What prevented you from finding the information? | N | Text area, no char limit | Skip Logic Group* | Info not found | ||||
| Do Next | B | What do you plan to do next? | Come back to the site later | come_back_to_site_later | Y | Checkbox, one-up vertical | Skip Logic Group* | Do next | ||
| Keep searching the Internet | keep_searching_the_internet | |||||||||
| Call the 1-800 numbers/contact customer service | call_the_1_800_numbers/contact_customer_service | |||||||||
| Find legal assistance | find_legal_assistance | |||||||||
| Find a citizenship preparation class | find_a_citizenship_preparation_class | |||||||||
| Download Form N-400 | download_form_N-400 | |||||||||
| Download test study materials | download_test_study_materials | |||||||||
| Other | ||||||||||
| What is your preferred language? | N | Text field, <100 char | Language | |||||||
| OE_Improve Experience | If you could make one improvement to the Citizenship Resource Center website, what would it be? | N | Text area, no char limit | Improvement | ||||||
| Do you use social media to learn about citizenship-related matters or to share information about citizenship-related matters? | Yes | A | yes | Y | Drop down, select one | Skip Logic Group* | Use social media | |||
| No | no | |||||||||
| A | If so, which platforms do you use? | Y | Checkbox, one-up vertical | Skip Logic Group* | Platforms | |||||
| Google+ | google+ | |||||||||
| YouTube | youtube | |||||||||
| Flickr | flickr | |||||||||
| Tumblr | tumblr | |||||||||
| Blog | blog | |||||||||
| Other, please specify: | B | |||||||||
| B | Other platform used | N | Text field, <100 char | Skip Logic Group* | Other platform | |||||
| If you plan to return to the Citizenship Resource Center website, what resource would you return to find? | N | Text area, no char limit | Resource |
| File Type | application/vnd.openxmlformats-officedocument.spreadsheetml.sheet |
| File Modified | 0000-00-00 |
| File Created | 0000-00-00 |
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