30669 M3 MHA Questionnaire 12.17.15_DOT

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Overview

Current Model Qsts
Current CQs
CQs (12-29-15)
Current CQs 12.17.15
Current CQs (3-28-14)
CQs (6-13-13)
CQs (1-18-13)

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Sheet 1: Current Model Qsts

Model Instance Name:
MakingHomeAffordable.gov
MID: QoYkchNgVlAh58pZc9905A==
Partitioned (Y/N)? Y
Date: 12/22/2011
MakingHomeAffordable.gov
Model questions utilize the ACSI methodology to determine scores and impacts
	ELEMENTS (drivers of satisfaction)		CUSTOMER SATISFACTION		FUTURE BEHAVIORS
	Content (1=Poor, 10=Excellent, Don't Know)		Satisfaction		Return (1=Very Unlikely, 10=Very Likely)
1	Please rate the accuracy of information on this site.	20	What is your overall satisfaction with this site? (1=Very Dissatisfied, 10=Very Satisfied)	23	How likely are you to return to this site in the future?
2	Please rate the quality of information on this site.	21	How well does this site meet your expectations? (1=Falls Short, 10=Exceeds)		Recommend (1=Very Unlikely, 10=Very Likely)
3	Please rate the freshness of content on this site.	22	How does this site compare to your idea of an ideal website? (1=Not Very Close, 10=Very Close)	24	How likely are you to recommend this site to someone else?
	Look and Feel (1=Poor, 10=Excellent, Don't Know)				Primary Resource (1=Very Unlikely, 10=Very Likely)
4	Please rate the visual appeal of this site.			25	How likely are you to use this site as your primary resource to find information on government mortgage assistance?
5	Please rate the balance of graphics and text on this site.				Trust (1=Strongly Disagree, 10=Strongly Agree)
6	Please rate the readability of the pages on this site.			26	I can count on this agency to act in my best interests.
	Navigation (1=Poor, 10=Excellent, Don't Know)			27	I consider this agency to be trustworthy.
7	Please rate how well the site is organized.			28	This agency can be trusted to do what is right.
8	Please rate the options available for navigating this site.				Apply (1=Very Unlikely, 10=Very Likely)
9	Please rate how well the site layout helps you find what you are looking for.			29	How likely are you to apply for Home Affordable Assistance after visiting this site?
	Search (1=Poor, 10=Excellent, Don't Know)
10	Please rate the relevance of search results on this site.
11	Please rate the organization of search results on this site.
12	Please rate how well the search results help you decide what to select.
13	Please rate how well the search feature helps you to narrow the results to find what you want.
	Plain Language (1=Poor, 10=Excellent, Don't Know)
14	Please rate the clarity of the wording on this site.
15	Please rate how well you understand the wording on this site.
16	Please rate this site on its use of short, clear sentences.
	Site Performance (1=Poor, 10=Excellent, Don't Know)
17	Please rate how quickly pages load on this site.
18	Please rate the consistency of speed from page to page on this site.
19	Please rate the ability to load pages without getting error messages on this site.

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Sheet 2: Current CQs

Model Instance Name:			red & strike-through: DELETE
MakingHomeAffordable.gov			underlined & italicized: RE-ORDER
MID: QoYkchNgVlAh58pZc9905A==			pink: ADDITION
Date: 12.17.15			blue + -->: REWORDING
MakingHomeAffordable.gov CUSTOM QUESTION LIST
QID	Skip Logic Label	Question Text	Answer Choices (limited to 50 characters)	Skip to	Type (select from list)	Single or Multi	Required Y/N	Special Instructions	CQ Label
SAC6617		How frequently do you visit this site?	This is my first visit		Drop down, select one	S	Y	Skip Logic Group	Frequency
			Daily	A
			Weekly	A
			Monthly	A
			Every few months or less often	A
NEL0103753	A	Did you notice any changes to the website during your visit today?	Yes	B	Radio button, one-up vertical	Single	Y	Skip Logic Group	Notice Changes
			No, I did not notice any changes
			Not sure
NEL0103754	B	How does the new website compare to the previous design?	Better than the previous website	C	Radio button, one-up vertical	Single	Y	Skip Logic Group	Website compare
			Same as the previous website
			Worse than the previous website	D
NEL0103755	C	Please tell us why you feel the new design is better than the previous website.			Text area, no char limit		N	Skip Logic Group	OE_new desn better
NEL0103756	D	Please tell us why you feel the new design is worse than the previous website.			Text area, no char limit		N	Skip Logic Group	OE_new desn worse
SAC6618		What is your role in visiting the site today?	Homeowner	A	Drop down, select one	S	Y	Skip Logic Group	Role
			Rental property homeowner	A
			Military/veteran homeowner	A
			Friend/family member of homeowner	A
			Real Estate professional
			Lender participating in the MHA program
			Housing Counseling or Community organization
			Other, please specify	C
SAC6619	A	Please indicate which of the following describes the current situation(s):	Behind/struggling on mortgage payments		Radio button, one-up vertical	M	Y	Skip Logic Group	Situation
			Considering/need to refinance mortgage (Owe more on home than it is worth)
			Considering sale of my primary residence (Paying mortgages on multiple properties)
			Received foreclosure notice from my bank
			Change in income/job loss
			Other, please specify	B
SAC6620	B	Other situation:			Text field, <100 char		N	Skip Logic Group	OE_Situation
SAC6621	C	Other role:			Text field, <100 char		N	Skip Logic Group	OE_Role
NEL0103757		Which of the following sources primarily drove you to visit the site today?	Email from Making Home Affordable		Drop down, select one	S	Y	Skip Logic Group	Source
			Internet blogs or discussion forums
			Search engine results
			Word of mouth recommendation from someone I know
			TV, radio, newspaper, or magazine advertising
			Internet/mobile advertising
			Familiarity with Making Home Affordable
			Don't know
			Other, please specify	CC
NEL0103758	CC	What other source drove you to visit the site today?							OE_Source
SAC6623		What is the primary reason for your visit today?	Understand the program guidelines		Radio button, one-up vertical	S	Y	Skip Logic Group	Reason
			Find out if I'm eligible for an MHA program
			How to apply and what is needed
			Download the necessary forms to apply for a modification or other MHA Program	AA
			Contact the HOPE Hotline to speak with somebody about my situation	B
			Get additional assistance about my current application
			Report lending misconduct or fraud	C
			Check upcoming MHA events in my area	D
			Inform homeowners in the community
			Other, please specify	E
NEL0103759	AA	What program are you looking for?	Home Affordable Modification Program (HAMP)		Checkbox, one-up vertical	S	Y	Skip Logic Group	Program type
			Home Affordable Refinance Program (HARP)
			Home Affordable Foreclosure Alternatives (HAFA) Program
			Home Affordable Unemployment Program (UP)
			FHA Short Refinance for Borrowers with Negative Equity (FHA Short Refinance)
			Other, please specify	A1
NEL0103760	A1	What other program are you looking for?					N	Skip Logic Group	OE Program type
SAC6631	B	How likely are you to call the 888-995-HOPE after your site visit today?	1=Very unlikely		Radio button, scale, has don't know	S	Y		Call Hotline
			2
			3
			4
			5
			6
			7
			8
			9
			10=Very likely
			Don't know
SAC6632	C	How likely are you to report any misconduct or fraud from your lender via the Hope Hotline?	1=Very unlikely		Radio button, scale, has don't know	S	Y		Report Lender
			2
			3
			4
			5
			6
			7
			8
			9
			10=Very likely
			Don't know
SAC6633	D	How likely are you to attend an MHA event after your site visit today?	1=Very unlikely		Radio button, scale, has don't know	S	Y		Attend MHA Event
			2
			3
			4
			5
			6
			7
			8
			9
			10=Very likely
			Don't know
SAC6634	E	Other reason:			Text area, no char limit		N		OE_Reason
NEL0103761		Have you visited our site from a mobile device?	Yes		Radio button, one-up vertical	S	Y	Skip Logic Group	Mobile
			No	A
			Don't know	A
NEL0103950	A	How likely are you to use your mobile device to visit our site?	1=Very unlikely		Radio button, scale, has don't know	S	N	Skip Logic Group	Likely to use mobile
			2
			3
			4
			5
			6
			7
			8
			9
			Very likely=10
			Don't know
NEL0103762		How did you look for information on/navigate the site today? (Please select all that apply.)	Search feature on MakingHomeAffordable site	S	Checkbox, one-up vertical	M	Y	Skip Logic Group	Look for Info
			Third-party search engine (i.e., Google, Yahoo, etc)
			Navigating the site (i.e., top navigation bar, page links, etc.)	N
			Other (please specify)	AA
NEL0103765	AA	Other way you looked for information.			Text area, no char limit		N	Skip Logic Group	OE_Look for info
NEL0103767	S	Please tell us about your experience with the site's search feature today. (Please select all that apply.)	Search results were helpful		Checkbox, one-up vertical	S	N	Skip Logic Group	Search exp
			Results were not relevant/not what I wanted
			Too many results/I needed to refine my search
			Not enough results
			Returned NO results
			Received error message(s)
			Search speed was too slow
			I experienced a different search issue (please explain):	BB
NEL0103770	BB	Other search issue:			Text area, no char limit		N	Skip Logic Group	OE_Search exp
NEL0103769	N	How would you describe your navigation experience on this site today? (Please select all that apply.)	I had no difficulty navigating/browsing on this site		Checkbox, one-up vertical	S	N	Skip Logic Group	Nav exp
			Links often did not take me where I expected
			Had difficulty finding relevant information/products
			Links/labels are difficult to understand
			Too many links/navigational options to choose from
			Had technical difficulties (error messages, broken links, etc.)
			Could not navigate back to previous information
			I had a navigation difficulty not listed above:	CC
NEL0103771	CC	Other navigation difficulty:			Text area, no char limit		N	Skip Logic Group	OE_Nav exp
SAC6637		Did you find what you were looking for?	Yes		Drop down, select one	S	Y	Skip Logic Group	Find
			Partially
			No, please specify	A
SAC6638	A	What information were you unable to find?			Text area, no char limit		N		OE_Info Not Found
NEL0103790		What is your gender?	Male		Drop down, select one	S	Y		Gender
			Female
			Prefer not to respond
NEL0103772		Which category includes your age?	Under 18		Drop down, select one	S	Y		Age
			18 - 24
			25 - 34
			35 - 44
			45 - 54
			55 - 64
			65 or older
			Prefer not to respond
SAC6639		What improvement would you like to see made to this site to ease your site experience?			Text area, no char limit		N		Improvement

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Sheet 3: CQs (12-29-15)

Model Instance Name:			red & strike-through: DELETE
MakingHomeAffordable.gov			underlined & italicized: RE-ORDER
MID: QoYkchNgVlAh58pZc9905A==			pink: ADDITION
Date: 12.17.15			blue + -->: REWORDING
MakingHomeAffordable.gov CUSTOM QUESTION LIST
QID	Skip Logic Label	Question Text	Answer Choices (limited to 50 characters)	Skip to	Type (select from list)	Single or Multi	Required Y/N	Special Instructions	CQ Label
SAC6617		How frequently do you visit this site?	This is my first visit		Drop down, select one	S	Y	Skip Logic Group	Frequency
			Daily	A
			Weekly	A
			Monthly	A
			Every few months or less often	A
	A	Did you notice any changes to the website during your visit today?	Yes	B	Radio button, one-up vertical	Single	Y	Skip Logic Group	Notice Changes
			No, I did not notice any changes
			Not sure
	B	How does the new website compare to the previous design?	Better than the previous website	C	Radio button, one-up vertical	Single	Y	Skip Logic Group	Website compare
			Same as the previous website
			Worse than the previous website	D
	C	Please tell us why you feel the new design is better than the previous website.			Text area, no char limit		N	Skip Logic Group	OE_new desn better
	D	Please tell us why you feel the new design is worse than the previous website.			Text area, no char limit		N	Skip Logic Group	OE_new desn worse
SAC6618		What is your role in visiting the site today?	Homeowner	A	Drop down, select one	S	Y	Skip Logic Group	Role
			Rental property homeowner	A
			Military/veteran homeowner	A
			Friend/family member of homeowner	A
			Real Estate professional
			Lender participating in the MHA program
			Housing Counseling or Community organization
			Other, please specify	C
SAC6619	A	Please indicate which of the following describes the current situation(s):	Behind /struggling on mortgage payments		Radio button, one-up vertical	M	Y	Skip Logic Group	Situation
			Considering/need to refinance mortgage [Owe more on home than it is worth]
			Considering sale of my primary residence [Paying mortgages on multiple properties]
			Received foreclosure notice from my bank
			Change in income/job loss
			Other, please specify	B
SAC6620	B	Other situation:			Text field, <100 char		N	Skip Logic Group	OE_Situation
SAC6621	C	Other role:			Text field, <100 char		N	Skip Logic Group	OE_Role
SAC6622		How did you find out/hear about Making Home Affordable.gov site?	Friend/relative		Drop down, select one	S	Y		Find Site
			Internet search engine
			Another website/link
			Media/news story
			Other source
		Which of the following sources primarily drove you to visit the site today?	Email from Making Home Affordable		Drop down, select one	S	Y	Skip Logic Group	Source
			Internet blogs or discussion forums
			Search engine results
			Word of mouth recommendation from someone I know
			TV, radio, newspaper, or magazine advertising
			Internet / mobile advertising
			Familiarity with Making Home Affordable
			Don't know
			Other, please specify:	CC
	CC	What other source drove you to visit the site today?
SAC6623		What is the primary reason for your visit today?	Understand the program guidelines		Radio button, one-up vertical	S	Y	Skip Logic Group	Reason
			Find out if I'm eligible for an MHA program
			How to apply and what is needed
			Download the necessary forms to apply for a modification or other MHA Program	A AA
			Contact the HOPE Hotline to speak with somebody about my situation	B
			Get additional assistance about my current application
			Report lending misconduct or fraud	C
			Conduct additional research because my application was not approved
			Perform an Net Present Value (NPV) self evaluation
			To find out how to contact my servicer
			Watch the instructional videos
			Check upcoming MHA events in my area	D
			Inform homeowners in the community
			Read up on the recent news/Public Service Advertising campaigns
			Other, please specify	E
SAC6624	A	What program are you looking for?	Lower your payments	Z	Drop down, select one	S	Y		Program Category
			Lower your rates	Y
			Get help if unemployed	X
			Get help with the second mortgage	W
			Get help with fallen home value	V
			Exit gracefully	U
			Other
	AA	What program are you looking for?	Home Affordable Modification Program (HAMP)		Checkbox, one-up vertical	S	Y	Skip Logic Group	Program type
			Home Affordable Refinance Program (HARP)
			Home Affordable Foreclosure Alternatives (HAFA) Program
			Home Affordable Unemployment Program (UP)
			FHA Short Refinance for Borrowers with Negative Equity (FHA Short Refinance)
			Other, please specify	A1
	A1	What other program are you looking for?					N	Skip Logic Group	OE Program type
SAC6625	Z	Which specific Lower Your Payments Program are you looking for?	Home Affordable Modification Program (HAMP)		Radio button, one-up vertical	S	Y		Payment Programs
			Principal Reduction Alternative (PRA)
			Second Lien Modification Program (2MP)
			FHA Home Affordable Modification Program (FHA-HAMP)
			USDA's RHS Special Loan Servicing
			Veteran's Administration Home Affordable Modification (VA-HAMP)
SAC6626	Y	Which specific Lower Your Rates Program are you looking for?	Home Affordable Refinance Program (HARP)		Radio button, one-up vertical	S	Y		Rate Programs
			FHA Refinance for Borrowers with Negative Equity (FHA Short Refinance)
SAC6627	X	Which specific Get Help If Unemployed Program are you looking for?	Home Affordable Unemployment Program (UP)		Radio button, one-up vertical	S	Y		Unemployment Programs
			Housing Finance Agency Innovation Fund for the Hardest Hit Housing Markets (HHF)
SAC6628	W	Which specific Get Help With Second Mortgage Program are you looking for?	Second Lien Modification Program (2MP)		Radio button, one-up vertical	S	Y		Second Mortgage Programs
			Did not find a program that fit my needs
SAC6629	V	Which specific Get Help With Fallen Home Value Program are you looking for?	Home Affordable Refinance Program (HARP)		Radio button, one-up vertical	S	Y		Home Value Programs
			FHA Refinance for Borrowers with Negative Equity (FHA Short Refinance)
			Treasury/FHA Second Lien Program (FHA2LP)
			Principal Reduction Alternative (PRA)
			Housing Finance Agency Innovation Fund for the Hardest Hit Housing Markets (HHF)
SAC6630	U	Which specific Exit Gracefully Program are you looking for?	Home Affordable Foreclosure Alternatives (HAFA) Program		Radio button, one-up vertical	S	Y		Exit Programs
			Did not find a program that fit my needs
SAC6631	B	How likely are you to call the 888-995-HOPE after your site visit today?	1=Very unlikely		Radio button, scale, has don't know	S	Y		Call Hotline
			2
			3
			4
			5
			6
			7
			8
			9
			10=Very likely
			Don't know
SAC6632	C	How likely are you to report any misconduct or fraud from your lender via the Hope Hotline?	1=Very unlikely		Radio button, scale, has don't know	S	Y		Report Lender
			2
			3
			4
			5
			6
			7
			8
			9
			10=Very likely
			Don't know
SAC6633	D	How likely are you to attend an MHA event after your site visit today?	1=Very unlikely		Radio button, scale, has don't know	S	Y		Attend MHA Event
			2
			3
			4
			5
			6
			7
			8
			9
			10=Very likely
			Don't know
SAC6634	E	Other reason:			Text area, no char limit		N		OE_Reason
		Have you visited our site from a mobile device?	Yes		Radio button, one-up vertical	S	Y	Skip Logic Group	Mobile
			No	A
			Don't know	A
	A	How likely are you to use your mobile device to visit our site?	1=Very unlikely		Drop down, select one	S	N	Skip Logic Group	Likely to use mobile
			2
			3
			4
			5
			6
			7
			8
			9
			10=Very likely
			Don't know
SAC6635		After applying for a MHA program, were you successful in keeping your home/avoid foreclosure?	Yes		Drop down, select one	S	Y		Successful
			No	A,B
			Not applicable
ACQhar0020946	A	What program did you participate in that was not successful in keeping your home/avoiding foreclosure?			Text area, no char limit		N		Unsuccessful Program
ACQhar0020947	B	Please specify any other factors that kept you from keeping your home/avoid foreclosure.			Text area, no char limit		N		Other factors for unsuccessfulness
SAC6636		What method did you use to find your information today?	By self navigating the site		Drop down, select one	S	Y		Method
			Internal site search feature
			Third-party search engine (i.e., Google, Yahoo, etc)
			Other
		How did you look for information on/navigate the site today? (Please select all that apply.)	Search feature on MakingHomeAffordable site	S	Checkbox, one-up vertical	M	Y	Skip Logic Group	Look for Info
			Third-party search engine (i.e., Google, Yahoo, etc)
			Navigating the site (i.e., top navigation bar, page links, etc.)	N
			Other (please specify)	AA
	AA	Other way you looked for information.			Text area, no char limit		N	Skip Logic Group	OE_Look for info
	S	Please tell us about your experience with the site's search feature today. (Please select all that apply.)	Search results were helpful		Checkbox, one-up vertical	S	N	Skip Logic Group	Search exp
			Results were not relevant/not what I wanted
			Too many results/I needed to refine my search
			Not enough results
			Returned NO results
			Received error message(s)
			Search speed was too slow
			I experienced a different search issue (please explain):	BB
	BB	Other search issue:			Text area, no char limit		N	Skip Logic Group	OE_Search exp
	N	How would you describe your navigation experience on this site today? (Please select all that apply.)	I had no difficulty navigating/browsing on this site		Checkbox, one-up vertical	S	N	Skip Logic Group	Nav exp
			Links often did not take me where I expected
			Had difficulty finding relevant information/products
			Links/labels are difficult to understand
			Too many links/navigational options to choose from
			Had technical difficulties (error messages, broken links, etc.)
			Could not navigate back to previous information
			I had a navigation difficulty not listed above:	CC
	CC	Other navigation difficulty:			Text area, no char limit		N	Skip Logic Group	OE_Nav exp
SAC6637		Did you find what you were looking for?	Yes		Drop down, select one	S	Y	Skip Logic Group	Find
			Partially
			No, please specify	A
SAC6638	A	What information were you unable to find?			Text area, no char limit		N		OE_Info Not Found
STE0051002		How likely are you to use a live chat during your site visit if it was available on the website?	1=Not very likely		Radio button, scale, has don't know	S	Y		Live chat
			2
			3
			4
			5
			6
			7
			8
			9
			10=Very likely
			Don't know
Demographics: Gender		What is your gender?	Male		Drop down, select one	S	Y		Gender
			Female
			Prefer not to respond
Demographics: Age		Which category includes your age?	Under 18		Drop down, select one	S	Y		Age
			18 - 24
			25 - 34
			35 - 44
			45 - 54
			55 - 64
			65 or older
			Prefer not to respond
SAC6639		What improvement would you like to see made to this site to ease your site experience?			Text area, no char limit		N		Improvement

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Sheet 4: Current CQs 12.17.15

Model Instance Name:			red & strike-through: DELETE
MakingHomeAffordable.gov			underlined & italicized: RE-ORDER
MID: QoYkchNgVlAh58pZc9905A== 0			pink: ADDITION
Date: 3/27/2014			blue + -->: REWORDING
MakingHomeAffordable.gov CUSTOM QUESTION LIST
QID	Skip Logic Label	Question Text	Answer Choices (limited to 50 characters)	Skip to	Type (select from list)	Single or Multi	Required Y/N	Special Instructions	CQ Label
SAC6617		How frequently do you visit this site?	This is my first visit		Drop down, select one	S	Y		Frequency
			Daily
			Weekly
			Monthly
			Every few months or less often
SAC6618		What is your role in visiting the site today?	Homeowner	A	Drop down, select one	S	Y	Skip Logic Group	Role
			Rental property homeowner	A
			Military/veteran homeowner	A
			Friend/family member of homeowner	A
			Real Estate professional
			Lender participating in the MHA program
			Housing Counseling or Community organization
			Other, please specify	C
SAC6619	A	Please indicate which of the following describes the current situation(s):	Behind on mortgage payments		Radio button, one-up vertical	M	Y		Situation
			Owe more on home than it is worth
			Adjustable rate increased monthly payments to an unaffordable amount
			Received foreclosure notice from my bank
			Job loss
			Other, please specify	B
SAC6620	B	Other situation:			Text field, <100 char		N		OE_Situation
SAC6621	C	Other role:			Text field, <100 char		N		OE_Role
SAC6622		How did you find out/hear about Making Home Affordable.gov site?	Friend/relative		Drop down, select one	S	Y		Find Site
			Internet search engine
			Another website/link
			Media/news story
			Other source
SAC6623		What is the primary reason for your visit today?	Understand the program guidelines		Radio button, one-up vertical	S	Y	Skip Logic Group	Reason
			Find out if I'm eligible for an MHA program
			How to apply and what is needed
			Download the necessary forms to apply for a modification or other MHA Program	A
			Contact the HOPE Hotline to speak with somebody about my situation	B
			Get additional assistance about my current application
			Report lending misconduct or fraud	C
			Conduct additional research because my application was not approved
			Perform an Net Present Value (NPV) self evaluation
			To find out how to contact my servicer
			Watch the instructional videos
			Check upcoming MHA events in my area	D
			Inform homeowners in the community
			Read up on the recent news/Public Service Advertising campaigns
			Other, please specify	E
SAC6624	A	What program are you looking for?	Lower your payments	Z	Drop down, select one	S	Y		Program Category
			Lower your rates	Y
			Get help if unemployed	X
			Get help with the second mortgage	W
			Get help with fallen home value	V
			Exit gracefully	U
			Other
SAC6625	Z	Which specific Lower Your Payments Program are you looking for?	Home Affordable Modification Program (HAMP)		Radio button, one-up vertical	S	Y		Payment Programs
			Principal Reduction Alternative (PRA)
			Second Lien Modification Program (2MP)
			FHA Home Affordable Modification Program (FHA-HAMP)
			USDA's RHS Special Loan Servicing
			Veteran's Administration Home Affordable Modification (VA-HAMP)
SAC6626	Y	Which specific Lower Your Rates Program are you looking for?	Home Affordable Refinance Program (HARP)		Radio button, one-up vertical	S	Y		Rate Programs
			FHA Refinance for Borrowers with Negative Equity (FHA Short Refinance)
SAC6627	X	Which specific Get Help If Unemployed Program are you looking for?	Home Affordable Unemployment Program (UP)		Radio button, one-up vertical	S	Y		Unemployment Programs
			Housing Finance Agency Innovation Fund for the Hardest Hit Housing Markets (HHF)
SAC6628	W	Which specific Get Help With Second Mortgage Program are you looking for?	Second Lien Modification Program (2MP)		Radio button, one-up vertical	S	Y		Second Mortgage Programs
			Did not find a program that fit my needs
SAC6629	V	Which specific Get Help With Fallen Home Value Program are you looking for?	Home Affordable Refinance Program (HARP)		Radio button, one-up vertical	S	Y		Home Value Programs
			FHA Refinance for Borrowers with Negative Equity (FHA Short Refinance)
			Treasury/FHA Second Lien Program (FHA2LP)
			Principal Reduction Alternative (PRA)
			Housing Finance Agency Innovation Fund for the Hardest Hit Housing Markets (HHF)
SAC6630	U	Which specific Exit Gracefully Program are you looking for?	Home Affordable Foreclosure Alternatives (HAFA) Program		Radio button, one-up vertical	S	Y		Exit Programs
			Did not find a program that fit my needs
SAC6631	B	How likely are you to call the 888-995-HOPE after your site visit today?	1=Very unlikely		Radio button, scale, has don't know	S	Y		Call Hotline
			2
			3
			4
			5
			6
			7
			8
			9
			10=Very likely
			Don't know
SAC6632	C	How likely are you to report any misconduct or fraud from your lender via the Hope Hotline?	1=Very unlikely		Radio button, scale, has don't know	S	Y		Report Lender
			2
			3
			4
			5
			6
			7
			8
			9
			10=Very likely
			Don't know
SAC6633	D	How likely are you to attend an MHA event after your site visit today?	1=Very unlikely		Radio button, scale, has don't know	S	Y		Attend MHA Event
			2
			3
			4
			5
			6
			7
			8
			9
			10=Very likely
			Don't know
SAC6634	E	Other reason:			Text area, no char limit		N		OE_Reason
SAC6635		After applying for a MHA program, were you successful in keeping your home/avoid foreclosure?	Yes		Drop down, select one	S	Y		Successful
			No	A,B
			Not applicable
ACQhar0020946	A	What program did you participate in that was not successful in keeping your home/avoiding foreclosure?			Text area, no char limit		N		Unsuccessful Program
ACQhar0020947	B	Please specify any other factors that kept you from keeping your home/avoid foreclosure.			Text area, no char limit		N		Other factors for unsuccessfulness
SAC6636		What method did you use to find your information today?	By self navigating the site		Drop down, select one	S	Y		Method
			Internal site search feature
			Third-party search engine (i.e., Google, Yahoo, etc)
			Other
SAC6637		Did you find what you were looking for?	Yes		Drop down, select one	S	Y	Skip Logic Group	Find
			Partially
			No, please specify	A
SAC6638	A	What information were you unable to find?			Text area, no char limit		N		OE_Info Not Found
STE0051002		How likely are you to use a live chat during your site visit if it was available on the website?	1=Not very likely		Radio button, scale, has don't know	S	Y		Live chat
			2
			3
			4
			5
			6
			7
			8
			9
			10=Very likely
			Don't know
SAC6639		What improvement would you like to see made to this site to ease your site experience?			Text area, no char limit		N		Improvement

---

Sheet 5: Current CQs (3-28-14)

Model Instance Name:			red & strike-through: DELETE
MakingHomeAffordable.gov			underlined & italicized: RE-ORDER
MID: QoYkchNgVlAh58pZc9905A==			pink: ADDITION
Date: 3/27/2014			blue + -->: REWORDING
MakingHomeAffordable.gov CUSTOM QUESTION LIST
QID	Skip Logic Label	Question Text	Answer Choices (limited to 50 characters)	Skip to	Type (select from list)	Single or Multi	Required Y/N	Special Instructions	CQ Label
SAC6617		How frequently do you visit this site?	This is my first visit		Drop down, select one	S	Y		Frequency
			Daily
			Weekly
			Monthly
			Every few months or less often
SAC6618		What is your role in visiting the site today?	Homeowner	A	Drop down, select one	S	Y	Skip Logic Group	Role
			Rental property homeowner	A
			Military/veteran homeowner	A
			Friend/family member of homeowner	A
			Real Estate professional
			Lender participating in the MHA program
			Housing Counseling or Community organization
			Other, please specify	C
SAC6619	A	Please indicate which of the following describes the current situation(s):	Behind on mortgage payments		Radio button, one-up vertical	M	Y		Situation
			Owe more on home than it is worth
			Adjustable rate increased monthly payments to an unaffordable amount
			Received foreclosure notice from my bank
			Job loss
			Other, please specify	B
SAC6620	B	Other situation:			Text field, <100 char		N		OE_Situation
SAC6621	C	Other role:			Text field, <100 char		N		OE_Role
SAC6622		How did you find out/hear about Making Home Affordable.gov site?	Friend/relative		Drop down, select one	S	Y		Find Site
			Internet search engine
			Another website/link
			Media/news story
			Other source
SAC6623		What is the primary reason for your visit today?	Understand the program guidelines		Radio button, one-up vertical	S	Y	Skip Logic Group	Reason
			Find out if I'm eligible for an MHA program
			How to apply and what is needed
			Download the necessary forms to apply for a modification or other MHA Program	A
			Contact the HOPE Hotline to speak with somebody about my situation	B
			Get additional assistance about my current application
			Report lending misconduct or fraud	C
			Conduct additional research because my application was not approved
			Perform an Net Present Value (NPV) self evaluation
			To find out how to contact my servicer
			Watch the instructional videos
			Check upcoming MHA events in my area	D
			Inform homeowners in the community
			Read up on the recent news/Public Service Advertising campaigns
			Other, please specify	E
SAC6624	A	What program are you looking for?	Lower your payments	Z	Drop down, select one	S	Y		Program Category
			Lower your rates	Y
			Get help if unemployed	X
			Get help with the second mortgage	W
			Get help with fallen home value	V
			Exit gracefully	U
			Other
SAC6625	Z	Which specific Lower Your Payments Program are you looking for?	Home Affordable Modification Program (HAMP)		Radio button, one-up vertical	S	Y		Payment Programs
			Principal Reduction Alternative (PRA)
			Second Lien Modification Program (2MP)
			FHA Home Affordable Modification Program (FHA-HAMP)
			USDA's RHS Special Loan Servicing
			Veteran's Administration Home Affordable Modification (VA-HAMP)
SAC6626	Y	Which specific Lower Your Rates Program are you looking for?	Home Affordable Refinance Program (HARP)		Radio button, one-up vertical	S	Y		Rate Programs
			FHA Refinance for Borrowers with Negative Equity (FHA Short Refinance)
SAC6627	X	Which specific Get Help If Unemployed Program are you looking for?	Home Affordable Unemployment Program (UP)		Radio button, one-up vertical	S	Y		Unemployment Programs
			Housing Finance Agency Innovation Fund for the Hardest Hit Housing Markets (HHF)
SAC6628	W	Which specific Get Help With Second Mortgage Program are you looking for?	Second Lien Modification Program (2MP)		Radio button, one-up vertical	S	Y		Second Mortgage Programs
			Did not find a program that fit my needs
SAC6629	V	Which specific Get Help With Fallen Home Value Program are you looking for?	Home Affordable Refinance Program (HARP)		Radio button, one-up vertical	S	Y		Home Value Programs
			FHA Refinance for Borrowers with Negative Equity (FHA Short Refinance)
			Treasury/FHA Second Lien Program (FHA2LP)
			Principal Reduction Alternative (PRA)
			Housing Finance Agency Innovation Fund for the Hardest Hit Housing Markets (HHF)
SAC6630	U	Which specific Exit Gracefully Program are you looking for?	Home Affordable Foreclosure Alternatives (HAFA) Program		Radio button, one-up vertical	S	Y		Exit Programs
			Did not find a program that fit my needs
SAC6631	B	How likely are you to call the 888-995-HOPE after your site visit today?	1=Very unlikely		Radio button, scale, has don't know	S	Y		Call Hotline
			2
			3
			4
			5
			6
			7
			8
			9
			10=Very likely
			Don't know
SAC6632	C	How likely are you to report any misconduct or fraud from your lender via the Hope Hotline?	1=Very unlikely		Radio button, scale, has don't know	S	Y		Report Lender
			2
			3
			4
			5
			6
			7
			8
			9
			10=Very likely
			Don't know
SAC6633	D	How likely are you to attend an MHA event after your site visit today?	1=Very unlikely		Radio button, scale, has don't know	S	Y		Attend MHA Event
			2
			3
			4
			5
			6
			7
			8
			9
			10=Very likely
			Don't know
SAC6634	E	Other reason:			Text area, no char limit		N		OE_Reason
SAC6635		After applying for a MHA program, were you successful in keeping your home/avoid foreclosure?	Yes		Drop down, select one	S	Y		Successful
			No	A,B
			Not applicable
ACQhar0020946	A	What program did you participate in that was not successful in keeping your home/avoiding foreclosure?			Text area, no char limit		N		Unsuccessful Program
ACQhar0020947	B	Please specify any other factors that kept you from keeping your home/avoid foreclosure.			Text area, no char limit		N		Other factors for unsuccessfulness
SAC6636		What method did you use to find your information today?	By self navigating the site		Drop down, select one	S	Y		Method
			Internal site search feature
			Third-party search engine (i.e., Google, Yahoo, etc)
			Other
SAC6637		Did you find what you were looking for?	Yes		Drop down, select one	S	Y	Skip Logic Group	Find
			Partially
			No, please specify	A
SAC6638	A	What information were you unable to find?			Text area, no char limit		N		OE_Info Not Found
		How likely are you to use a live chat during your site visit if it was available on the website?	1=Not very likely		Radio button, scale, has don't know	S	Y		Live chat
			2
			3
			4
			5
			6
			7
			8
			9
			10=Very likely
			Don't know
SAC6639		What improvement would you like to see made to this site to ease your site experience?			Text area, no char limit		N		Improvement

---

Sheet 6: CQs (6-13-13)

Model Instance Name:			red & strike-through: DELETE
MakingHomeAffordable.gov			underlined & italicized: RE-ORDER
MID: QoYkchNgVlAh58pZc9905A==			pink: ADDITION
Date: 6/11/2013			blue + -->: REWORDING
MakingHomeAffordable.gov CUSTOM QUESTION LIST
QID	Skip Logic Label	Question Text	Answer Choices (limited to 50 characters)	Skip to	Type (select from list)	Single or Multi	Required Y/N	Special Instructions	CQ Label
SAC6617		How frequently do you visit this site?	This is my first visit		Drop down, select one	S	Y		Frequency
			Daily
			Weekly
			Monthly
			Every few months or less often
SAC6618		What is your role in visiting the site today?	Homeowner	A	Drop down, select one	S	Y	Skip Logic Group	Role
			Rental property homeowner	A
			Military/veteran homeowner	A
			Friend/family member of homeowner	A
			Real Estate professional
			Lender participating in the MHA program
			Housing Counseling or Community organization
			Other, please specify	C
SAC6619	A	Please indicate which of the following describes the current situation(s):	Behind on mortgage payments		Radio button, one-up vertical	M	Y		Situation
			Owe more on home than it is worth
			Adjustable rate increased monthly payments to an unaffordable amount
			Received foreclosure notice from my bank
			Job loss
			Other, please specify	B
SAC6620	B	Other situation:			Text field, <100 char		N		OE_Situation
SAC6621	C	Other role:			Text field, <100 char		N		OE_Role
SAC6622		How did you find out/hear about Making Home Affordable.gov site?	Friend/relative		Drop down, select one	S	Y		Find Site
			Internet search engine
			Another website/link
			Media/news story
			Other source
SAC6623		What is the primary reason for your visit today?	Understand the program guidelines		Radio button, one-up vertical	S	Y	Skip Logic Group	Reason
			Find out if I'm eligible for an MHA program
			How to apply and what is needed
			Download the necessary forms to apply for a modification or other MHA Program	A
			Contact the HOPE Hotline to speak with somebody about my situation	B
			Get additional assistance about my current application
			Report lending misconduct or fraud	C
			Conduct additional research because my application was not approved
			Perform an Net Present Value (NPV) self evaluation
			To find out how to contact my servicer
			Watch the instructional videos
			Check upcoming MHA events in my area	D
			Inform homeowners in the community
			Read up on the recent news/Public Service Advertising campaigns
			Other, please specify	E
SAC6624	A	What program are you looking for?	Lower your payments	Z	Drop down, select one	S	Y		Program Category
			Lower your rates	Y
			Get help if unemployed	X
			Get help with the second mortgage	W
			Get help with fallen home value	V
			Exit gracefully	U
			Other
SAC6625	Z	Which specific Lower Your Payments Program are you looking for?	Home Affordable Modification Program (HAMP)		Radio button, one-up vertical	S	Y		Payment Programs
			Principal Reduction Alternative (PRA)
			Second Lien Modification Program (2MP)
			FHA Home Affordable Modification Program (FHA-HAMP)
			USDA's RHS Special Loan Servicing
			Veteran's Administration Home Affordable Modification (VA-HAMP)
SAC6626	Y	Which specific Lower Your Rates Program are you looking for?	Home Affordable Refinance Program (HARP)		Radio button, one-up vertical	S	Y		Rate Programs
			FHA Refinance for Borrowers with Negative Equity (FHA Short Refinance)
SAC6627	X	Which specific Get Help If Unemployed Program are you looking for?	Home Affordable Unemployment Program (UP)		Radio button, one-up vertical	S	Y		Unemployment Programs
			Housing Finance Agency Innovation Fund for the Hardest Hit Housing Markets (HHF)
SAC6628	W	Which specific Get Help With Second Mortgage Program are you looking for?	Second Lien Modification Program (2MP)		Radio button, one-up vertical	S	Y		Second Mortgage Programs
			Did not find a program that fit my needs
SAC6629	V	Which specific Get Help With Fallen Home Value Program are you looking for?	Home Affordable Refinance Program (HARP)		Radio button, one-up vertical	S	Y		Home Value Programs
			FHA Refinance for Borrowers with Negative Equity (FHA Short Refinance)
			Treasury/FHA Second Lien Program (FHA2LP)
			Principal Reduction Alternative (PRA)
			Housing Finance Agency Innovation Fund for the Hardest Hit Housing Markets (HHF)
SAC6630	U	Which specific Exit Gracefully Program are you looking for?	Home Affordable Foreclosure Alternatives (HAFA) Program		Radio button, one-up vertical	S	Y		Exit Programs
			Did not find a program that fit my needs
SAC6631	B	How likely are you to call the 888-995-HOPE after your site visit today?	1=Very unlikely		Radio button, scale, has don't know	S	Y		Call Hotline
			2
			3
			4
			5
			6
			7
			8
			9
			10=Very likely
			Don't know
SAC6632	C	How likely are you to report any misconduct or fraud from your lender via the Hope Hotline?	1=Very unlikely		Radio button, scale, has don't know	S	Y		Report Lender
			2
			3
			4
			5
			6
			7
			8
			9
			10=Very likely
			Don't know
SAC6633	D	How likely are you to attend an MHA event after your site visit today?	1=Very unlikely		Radio button, scale, has don't know	S	Y		Attend MHA Event
			2
			3
			4
			5
			6
			7
			8
			9
			10=Very likely
			Don't know
SAC6634	E	Other reason:			Text area, no char limit		N		OE_Reason
SAC6635		After applying for a MHA program, were you successful in keeping your home/avoid foreclosure?	Yes		Drop down, select one	S	Y		Successful
			No	A,B
			Not applicable
ACQhar0020946	A	What program did you participate in that was not successful in keeping your home/avoiding foreclosure?			Text area, no char limit		N		Unsuccessful Program
ACQhar0020947	B	Please specify any other factors that kept you from keeping your home/avoid foreclosure.			Text area, no char limit		N		Other factors for unsuccessfulness
SAC6636		What method did you use to find your information today?	By self navigating the site		Drop down, select one	S	Y		Method
			Internal site search feature
			Third-party search engine (i.e., Google, Yahoo, etc)
			Other
SAC6637		Did you find what you were looking for?	Yes		Drop down, select one	S	Y	Skip Logic Group	Find
			Partially
			No, please specify	A
SAC6638	A	What information were you unable to find?			Text area, no char limit		N		OE_Info Not Found
SAC6639		What improvement would you like to see made to this site to ease your site experience?			Text area, no char limit		N		Improvement

---

Sheet 7: CQs (1-18-13)

Model Instance Name:			red & strike-through: DELETE
MakingHomeAffordable.gov			underlined & italicized: RE-ORDER
MID: QoYkchNgVlAh58pZc9905A==			pink: ADDITION
Date:	1/18/2013		blue + -->: REWORDING
MakingHomeAffordable.gov CUSTOM QUESTION LIST
QID	Skip Logic Label	Question Text	Answer Choices (limited to 50 characters)	Skip to	Type (select from list)	Single or Multi	Required Y/N	Special Instructions	CQ Label
SAC6617		How frequently do you visit this site?	This is my first visit		Drop down, select one	S	Y		Frequency
			Daily
			Weekly
			Monthly
			Every few months or less often
SAC6618		What is your role in visiting the site today?	Homeowner	A	Drop down, select one	S	Y	Skip Logic Group	Role
			Friend/family member of homeowner	A
			Lender participating in the MHA program
			Housing Counseling or Community organization
			Other, please specify	C
SAC6619	A	Please indicate which of the following describes the current situation(s):	Behind on mortgage payments		Radio button, one-up vertical	M	Y		Situation
			Owe more on home than it is worth
			Adjustable rate increased monthly payments to an unaffordable amount
			Received foreclosure notice from my bank
			Job loss
			Other, please specify	B
SAC6620	B	Other situation:			Text field, <100 char		N		OE_Situation
SAC6621	C	Other role:			Text field, <100 char		N		OE_Role
SAC6622		How did you find out/hear about Making Home Affordable.gov site?	Friend/relative		Drop down, select one	S	Y		Find Site
			Internet search engine
			Another website/link
			Media/news story
			Other source
SAC6623		What is the primary reason for your visit today?	Understand the program guidelines		Radio button, one-up vertical	S	Y	Skip Logic Group	Reason
			Find out if I'm eligible for an MHA program
			How to apply and what is needed
			Download the necessary forms to apply for a modification or other MHA Program	A
			Contact the HOPE Hotline to speak with somebody about my situation	B
			Get additional assistance about my current application
			Report lending misconduct or fraud	C
			Conduct additional research because my application was not approved
			Perform an Net Present Value (NPV) self evaluation
			To find out how to contact my servicer
			Watch the instructional videos
			Check upcoming MHA events in my area	D
			Inform homeowners in the community
			Read up on the recent news/Public Service Advertising campaigns
			Other, please specify	E
SAC6624	A	What program are you looking for?	Lower your payments	Z	Drop down, select one	S	Y		Program Category
			Lower your rates	Y
			Get help if unemployed	X
			Get help with the second mortgage	W
			Get help with fallen home value	V
			Exit gracefully	U
			Other
SAC6625	Z	Which specific Lower Your Payments Program are you looking for?	Home Affordable Modification Program (HAMP)		Radio button, one-up vertical	S	Y		Payment Programs
			Principal Reduction Alternative (PRA)
			Second Lien Modification Program (2MP)
			FHA Home Affordable Modification Program (FHA-HAMP)
			USDA's RHS Special Loan Servicing
			Veteran's Administration Home Affordable Modification (VA-HAMP)
SAC6626	Y	Which specific Lower Your Rates Program are you looking for?	Home Affordable Refinance Program (HARP)		Radio button, one-up vertical	S	Y		Rate Programs
			FHA Refinance for Borrowers with Negative Equity (FHA Short Refinance)
SAC6627	X	Which specific Get Help If Unemployed Program are you looking for?	Home Affordable Unemployment Program (UP)		Radio button, one-up vertical	S	Y		Unemployment Programs
			Housing Finance Agency Innovation Fund for the Hardest Hit Housing Markets (HHF)
SAC6628	W	Which specific Get Help With Second Mortgage Program are you looking for?	Second Lien Modification Program (2MP)		Radio button, one-up vertical	S	Y		Second Mortgage Programs
			Did not find a program that fit my needs
SAC6629	V	Which specific Get Help With Fallen Home Value Program are you looking for?	Home Affordable Refinance Program (HARP)		Radio button, one-up vertical	S	Y		Home Value Programs
			FHA Refinance for Borrowers with Negative Equity (FHA Short Refinance)
			Treasury/FHA Second Lien Program (FHA2LP)
			Principal Reduction Alternative (PRA)
			Housing Finance Agency Innovation Fund for the Hardest Hit Housing Markets (HHF)
SAC6630	U	Which specific Exit Gracefully Program are you looking for?	Home Affordable Foreclosure Alternatives (HAFA) Program		Radio button, one-up vertical	S	Y		Exit Programs
			Did not find a program that fit my needs
SAC6631	B	How likely are you to call the 888-995-HOPE after your site visit today?	1=Very unlikely		Radio button, scale, has don't know	S	Y		Call Hotline
			2
			3
			4
			5
			6
			7
			8
			9
			10=Very likely
			Don't know
SAC6632	C	How likely are you to report any misconduct or fraud from your lender via the Hope Hotline?	1=Very unlikely		Radio button, scale, has don't know	S	Y		Report Lender
			2
			3
			4
			5
			6
			7
			8
			9
			10=Very likely
			Don't know
SAC6633	D	How likely are you to attend an MHA event after your site visit today?	1=Very unlikely		Radio button, scale, has don't know	S	Y		Attend MHA Event
			2
			3
			4
			5
			6
			7
			8
			9
			10=Very likely
			Don't know
SAC6634	E	Other reason:			Text area, no char limit		N		OE_Reason
SAC6635		After applying for a MHA program, were you successful in keeping your home/avoid foreclosure?	Yes		Drop down, select one	S	Y		Successful
			No	A,B
			Not applicable
	A	What program did you participate in that was not successful in keeping your home/avoiding foreclosure?			Text area, no char limit		N		Unsuccessful Program
	B	Please specify any other factors that kept you from keeping your home/avoid foreclosure.			Text area, no char limit		N		Other factors for unsuccessfulness
SAC6636		What method did you use to find your information today?	By self navigating the site		Drop down, select one	S	Y		Method
			Internal site search feature
			Third-party search engine (i.e., Google, Yahoo, etc)
			Other
SAC6637		Did you find what you were looking for?	Yes		Drop down, select one	S	Y	Skip Logic Group	Find
			Partially
			No, please specify	A
SAC6638	A	What information were you unable to find?			Text area, no char limit		N		OE_Info Not Found
SAC6639		What improvement would you like to see made to this site to ease your site experience?			Text area, no char limit		N		Improvement