Form 30669 Q_TreasMha_Mobile_Browse_20170221

E-Government Website Customer Satisfaction Surveys

Q_TreasMha_Mobile_Browse_20170221.xlsx

Mapping and Questionnaire Documents IA 30669 A3 (Dept of Treasury)

OMB: 1090-0008

Document [xlsx]
Download: xlsx | pdf

Overview

How to read this file
Survey Invitation
Welcome and Thank You Text
Model Questions
New Mobile CQs


Sheet 1: How to read this file

Survey Invitation





This is the standard survey invitation. Default text is included. If you would like to modify this text please check with your analyst/client manager.












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













Making Changes





Simply make the change that you desire and highlight that change with a different color text. Red works well because it stands out.
If the change is "complicated" a brief explanation about what you would like to accomplish will help us understand your request and figure out the best way to implement. -Or- Just give us a call; talking through changes over the phone makes it quick and easy.








Sheet 2: Survey Invitation


This is the standard survey invitation.





Default text is included. If you would like to modify this text please check with your analyst/client manager.














Survey Invitation Text
Survey Invitation Text (STEP 1)

Desktop
Tablet / Phone










We'd welcome your feedback!


We'd welcome your feedback!










Thank you for visiting our website. You have been selected to participate in a brief customer satisfaction survey to let us know how we can improve your experience.


Can we email or text you later a brief customer satisfaction survey so we can improve your mobile experience?










The survey is designed to measure your entire experience, please look for it at the conclusion of your visit.


(Button text) No, thanks Yes, I'll help










This survey is conducted by an independent company ForeSee, on behalf of the site you are visiting.

Survey Invitation Text (STEP 2)





Tablet / Phone


(Button text) No, thanks Yes, I'll give feedback










Thank you for helping!

Example Desktop








Please provide your email address or mobile number (US and CA only). After your visit we’ll send you a link to the survey. Text Messaging rates apply.










(Button text) Cancel email/text me









Examples Tablet / Phone














































































































































































































































Sheet 3: 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 makinghomeaffordable.gov. You've been randomly chosen to take part in a brief survey to let us know what we're doing well and where we can improve.

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 makinghomeaffordable.gov. 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 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.

Thank you for taking our survey - and for helping us serve you better.
We appreciate your input!





































Example Desktop
Example Mobile






























































































































































Sheet 4: Model Questions

Model Name
MHA Mobile 2017



Red & Strike-Through: Delete
Model ID
xJMMRl4Jht1tVo44lVAIVw4C



Underlined & Italicized: Re-order
Partitioned
Yes - 2MQ



Pink: Addition
Date
5/1/2016



Blue: Reword










Label Element Questions
Label Satisfaction Questions
Label Future Behaviors





Look and Feel (1=Poor, 10=Excellent, Don't Know)

Satisfaction

Brand Confidence (1=Not At All Confident, 10=Very Confident)
1 Look and Feel - Appeal Please rate the visual appeal of this mobile site. 16 Satisfaction - Overall What is your overall satisfaction with this mobile site?
(1=Very Dissatisfied, 10=Very Satisfied)
19 Brand Confidence Please rate your level of confidence in U.S. Department of Treasury - MHA.
2 Look and Feel - Balance Please rate the balance of graphics and text on this mobile site. 17 Satisfaction - Expectations How well does this mobile site meet your expectations?
(1=Falls Short, 10=Exceeds)


Recommend Company
(1=Very Unlikely, 10=Very Likely)
3 Look and Feel - Readability Please rate the readability of the pages on this mobile site. 18 Satisfaction - Ideal How does this site compare to your idea of an ideal mobile site?
(1=Not Very Close, 10=Very Close)
20 Recommend Company How likely are you to recommend U.S. Department of Treasury - MHA to someone else?


Site Performance (1=Poor, 10=Excellent, Don't Know)




Return
(1=Very Unlikely, 10=Very Likely)
4 Site Performance - Loading Please rate how quickly pages load on this mobile site.


21 Return How likely are you to return to makinghomeaffordable.gov using your mobile device?
5 Site Performance - Consistency Please rate the consistency of speed from page to page on this mobile site.





6 Site Performance - Completeness Please rate how completely the page content loads on this mobile site.







Navigation (1=Poor, 10=Excellent, Don't Know)





7 Navigation - Organized Please rate how well this mobile site is organized.





8 Navigation - Options Please rate the options available for navigating this mobile site.





9 Navigation - Layout Please rate how well the mobile site layout helps you find what you need.







Information Browsing (1=Poor, 10=Excellent, Don't Know)





10 Information Browsing - Sort Please rate the ability to sort information by criteria that are important to you on this mobile site.





11 Information Browsing - Narrow Please rate the ability to narrow choices to find the information you are looking for on this mobile site.





12 Information Browsing - Features Please rate how well the features on the mobile site help you find the information you need.







Site Information (1=Poor, 10=Excellent, Don't Know)





13 Site Information - Thoroughness Please rate the thoroughness of information on this mobile site.





14 Site Information - Understandable Please rate how understandable information is on this mobile site.





15 Site Information - Answers Please rate how well the information provides answers to your questions.






Sheet 5: New Mobile CQs

Model Instance Name: red & strike-through: DELETE










MHA Mobile 2017


underlined & italicized: RE-ORDER










MID: xJMMRl4Jht1tVo44lVAIVw4C

pink: ADDITION










Date: 02.17.2017 blue + -->: REWORDING


























MHA Mobile 2017 CUSTOM QUESTION LIST





QID QUESTION META TAG Skip Logic Label Question Text Answer Choices
(limited to 50 characters)
Skip to Required
Y/N
Type (select from list) Special Instructions CQ Label





HAJ7214Q001

How frequently do you visit this site? This is my first visit
Y Radio button, one-up vertical
Frequency








Daily













Weekly













Monthly













Every few months or less often










HAJ7214Q002 Role
What is your role in visiting the site today? Homeowner (non-military/veteran) A Y Radio button, one-up vertical Skip Logic Group Role








Rental property owner 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









HAJ7214Q003
A Please indicate which of the following describes the current situation(s). (Please select all that apply.) Behind/struggling on mortgage payments
Y Checkbox, one-up vertical 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









HAJ7214Q004
B Please describe the current situation.

N Text area, no char limit Skip Logic Group OE_Situation





HAJ7214Q005
C Please describe your role in visiting this site.

N Text area, no char limit Skip Logic Group OE_Role





HAJ7214Q006 Primary Reason
What is the primary reason for your visit today? Understand the program guidelines
Y Radio button, one-up vertical Skip Logic Group Reason








Learn how to apply for a modification and what is needed













Find the necessary forms to apply for a modification 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












Learn how to apply for a refinance D












Get additional help with a current modification













Other, please specify E









HAJ7214Q007
AA What program are you looking for? A modification or forbearance program
Y Radio button, one-up vertical Skip Logic Group Program Type








Home Affordable Refinance Program (HARP) or other refinance program













Other, please specify A1









HAJ7214Q008
A1 What other program are you looking for?

N Text area, no char limit Skip Logic Group OE Program Type





HAJ7214Q009
B How likely are you to call the 888-995-HOPE after your site visit today? 1=Very Unlikely
Y Radio button, scale, has don't know Skip Logic Group Call Hotline








2













3













4













5













6













7













8













9













Very Likely=10













Don't Know










HAJ7214Q010
C How likely are you to report any misconduct or fraud from your lender via the Hope Hotline? 1=Very Unlikely
Y Radio button, scale, has don't know Skip Logic Group Report Lender








2













3













4













5













6













7













8













9













Very Likely=10













Don't Know










HAJ7214Q011
D How likely are you to seek counseling help after your site visit today? 1=Very Unlikely
Y Radio button, scale, has don't know Skip Logic Group Seek Counseling








2













3













4













5













6













7













8













9













Very Likely=10













Don't Know










HAJ7214Q012
E Please describe your reason for visiting the site today.

N Text area, no char limit Skip Logic Group OE_Reason





HAJ7214Q013

How did you look for information on/navigate the site today? (Please select all that apply.) Search feature on MakingHomeAffordable site S Y Checkbox, one-up vertical 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









HAJ7214Q014
AA Please describe how you looked for information.

N Text area, no char limit Skip Logic Group OE_Look for Info





HAJ7214Q015
S Please tell us about your experience with the site's search feature today. (Please select all that apply.) Results were not relevant/not what I wanted
Y Checkbox, one-up vertical Skip Logic Group Search Exp









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













Search results were helpful


mutually exclusive






HAJ7214Q016
BB Please describe your search issue.

N Text area, no char limit Skip Logic Group OE_Search Exp





HAJ7214Q017
N How would you describe your navigation experience on this site today? (Please select all that apply.) Links often did not take me where I expected
Y Checkbox, one-up vertical Skip Logic Group Nav Exp









Had difficulty finding relevant information














Links/labels were 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













I had no difficulty navigating/browsing on this site


mutually exclusive






HAJ7214Q018
CC Please describe your navigation difficulty.

N Text area, no char limit Skip Logic Group OE_Nav Exp





HAJ7214Q019

Did you find what you were looking for? Yes
Y Radio button, one-up vertical Skip Logic Group Find








Partially













No, please specify A









HAJ7214Q020
A What information were you unable to find?

N Text area, no char limit Skip Logic Group OE_Info Not Found





HAJ7214Q021 Demographics: Gender
What is your gender? Male
Y Radio button, one-up vertical
Gender









Female














Prefer not to respond










HAJ7214Q022 Demographics: Age
Which category includes your age? Under 18
Y Radio button, one-up vertical
Age









18 - 24














25 - 34














35 - 44














45 - 54














55 - 64














65 or older














Prefer not to respond










HAJ7214Q023 OE_Improve Experience
What improvement would you like to see made to this site?

N Text area, no char limit
Improvement





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