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

Document [xlsx]
Download: xlsx | pdf

Overview

Welcome and Thank You Text
Model Questions
Custom Questions


Sheet 1: 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 - 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!





































Example Mobile
































































































































































Sheet 2: Model Questions

Model Name
CRC Mobile Informational



Red & Strike-Through: Delete
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)
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)



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


Red & Strike-Through: Delete


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






Email
email






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? Facebook
facebook Y Checkbox, one-up vertical Skip Logic Group* Platforms



Twitter
twitter






Google+
google+






Instagram
instagram






Pinterest
pinterest






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 Typeapplication/vnd.openxmlformats-officedocument.spreadsheetml.sheet
File Modified0000-00-00
File Created0000-00-00

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