Form 30710 Q_FHWA_Web_Browse_20130904

E-Government Website Customer Satisfaction Surveys

Q_FHWA_Web_Browse_20130904.xlsx

Mapping and Questionnaire Documents IA 30710 A2 (FHA)

OMB: 1090-0008

Document [xlsx]
Download: xlsx | pdf

Overview

Current Model Qsts
Current Custom Qsts (9-4-13)
Custom Qsts (11-10-11)


Sheet 1: Current Model Qsts

Model Instance Name:




DOT FHWA Survey



MID: F5I1YNcxpg9wlEEcJcEBow==



Date: 2/17/2011

DOT FHWA Survey
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. 17 What is your overall satisfaction with this site?
(1=Very Dissatisfied, 10=Very Satisfied)
20 How likely are you to return to this site?
2 Please rate the quality of information on this site. 18 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. 19 How does this site compare to your idea of an ideal website?
(1=Not Very Close, 10=Very Close)
21 How likely are you to recommend this site to someone else?

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


Trust (1=Strongly Disagree, 10=Strongly Agree)
4 Please rate the visual appeal of this site.

22 I can count on this agency to act in my best interests.
5 Please rate the balance of graphics and text on this site.

23 I consider this agency to be trustworthy.
6 Please rate the readability of the pages on this site.

24 This agency can be trusted to do what is right.

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



7 Please rate how well the site is organized.



8 Please rate the options available for navigating this site.

9 Please rate how well the site layout helps you find what you are looking for.
10 Please rate the number of clicks to get where you want on this site.

Online Transparency (1=Poor, 10=Excellent, Don't Know)
11 Please rate how thoroughly this site discloses information about what this agency is doing.



12 Please rate how quickly agency information is made available on this site.



13 Please rate how well information about this agency's actions can be accessed by the public on this site.




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



14 Please rate how quickly pages load on this site.



15 Please rate the consistency of speed from page to page on this site.



16 Please rate the ability to load pages without getting error messages on this site.




Sheet 2: Current Custom Qsts (9-4-13)

Model Instance Name:

red & strike-through: DELETE






DOT FHWA Survey

underlined & italicized: RE-ORDER






MID: F5I1YNcxpg9wlEEcJcEBow==

pink: ADDITION






Date: 9/4/2013 blue + -->: REWORDING

















DOT FHWA Survey 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
SAC1371
How frequently do you visit this site? This is my first visit
Drop down, select one Single Y
Visit Frequency



Every few months or less often









Monthly









Weekly









Several times a week









Daily/more than once a day






SAC1372
What is your role in visiting this site today? General public
Radio button, one-up vertical Single Y OPS Group Role



DOT employee









Federal employee









State employee









Local government employee









County government employee









Engineer









Consultant/Contractor









Educator









Student









Media









Other, please specify A





SAC1373 A My role is:

Text field, <100 char
N OPS Group OE_Role
SAC1374
What is your primary reason for visiting this site today? Just browsing
Radio button, one-up vertical Single Y Skip Logic Group Primary Reason



To learn more about the agency









To locate the latest highway tools, techniques, solutions, etc.









To find publications or statistics









To research specific information









To locate contact information









Other, please specify A





SAC1375 A The reason I visited the site today was:

Text area, no char limit
N Skip Logic Group OE_Primary Reason
SAC1376
How did you look for information on the site today? (Please select all that apply.) Search feature A, B, C Checkbox, one-up vertical Multi Y Skip Logic Group Look for Info



Advanced search feature/tool A, B, C








Top navigation links Z








Left navigation links Z








Links in the center of the page Z








Other, please specify D





SAC1377 A Did the search feature help you to find what you were looking for today? Yes
Radio button, one-up vertical Single Y Skip Logic Group Search_Find



Partially









No






SAC1378 B What specific search terms did you use to try to find the information you were seeking?

Text area, no char limit
N Skip Logic Group OE_Search Terms
SAC1379 C Please describe your experience with this site's search feature.

Text area, no char limit
N Skip Logic Group OE_Search
SAC1380 D Other way I looked for information:

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

Z 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 Multi Y Skip Logic Group Nav Experience



Links often did not take me where I expected









Had difficulty finding relevant information









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: Y






Y Other navigation difficulty:

Text area, no char limit
N Skip Logic Group OE_Nav Exp
SAC1381
Did you find what you were looking for on the site today? Yes  A Radio button, one-up vertical Single Y Skip Logic Group Find Info



Partially A








No, I wanted to find: A, B





SAC1382 A Please describe what you were looking for.

Text area, no char limit
N Skip Logic Group OE_Find
SAC1383 B Please explain the difficulties you encountered looking for information today.

Text area, no char limit
N Skip Logic Group OE_Difficulties Looking
SAC1384
Which sections of the site did you visit today? (Please select all that apply.) What's New
Checkbox, one-up vertical Multi Y Skip Logic Group Site Sections



FHWA By Topic









FHWA Programs A, X, W








Legislation, Regulations and Guidance









Publications and Statistics









FHWA Knowledge Communities









Accessibility Resource Library









Doing Business with FHWA









About FHWA









Media Information









Careers









A section not listed here (please specify): B






B The section of the site I visited today was:

Text field, <100 char
N Skip Logic Group OE_Site Section
ACQWro0008704 A Which programs page did you visit? (Select all that apply) Civil Rights
Checkbox, one-up vertical multi N
Program Page



Federal Lands Highway









Infrastructure









Innovative Program Delivery









Operations









Planning, Environment, and Realty









Policy









Research, Development and Technology









Safety









Browse by Topics







X Please describe your experience with the program pages.

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

W If you could make one improvement to the program pages, what would it be?

Text area, no char limit
N Skip Logic Group OE_PP One Improv
SAC1386
How did you learn about this site? Search engine (e.g. Google, Bing)
Drop down, select one Single Y
Learn About Site



Link from another site









Blog or other Social Media (e.g. Facebook, Twitter)









Email link









Web page ad









Word of mouth









Other






ACQWro0008687
Have you accessed FHWA.gov from a mobile phone/device in the past 30 days? Yes A Radio button, one-up vertical Single Y Skip Logic Group Mobile Access



No






ACQWro0008688 A What type of mobile phone/device did you use: (check one) Blackberry
Radio button, one-up vertical Single Y Skip Logic Group Mobile Device



iPhone/iTouch









Android









Other: please describe B





ACQWro0008689 B Other: please describe

Text field, <100 char Single N Skip Logic Group Other Mobile Device
ACQWro0008690 A Were you successful in viewing the content that you were seeking with your mobile phone/device? Yes
Radio button, one-up vertical Single Y Skip Logic Group Mobile View



No






SAC1387
What is your age? Under 18
Drop down, select one Single N
Age



18 - 24









25 - 34









35 - 44









45 - 54









55 - 64









65 or older









Prefer not to answer






SAC1388
If you could make one improvement to this site, what would it be?

Text area, no char limit
N
OE_One Improvement
SAC1389
Please share any additional comments you have about this site.

Text area, no char limit
N
OE_Comments





































































































































Sheet 3: Custom Qsts (11-10-11)

Model Instance Name:

red & strike-through: DELETE






DOT FHWA Survey

underlined & italicized: RE-ORDER






MID: F5I1YNcxpg9wlEEcJcEBow==

pink: ADDITION






Date: 11/7/2011 blue + -->: REWORDING

















DOT FHWA Survey 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
SAC1371
How frequently do you visit this site? This is my first visit
Drop down, select one Single Y
Visit Frequency



Every few months or less often









Monthly









Weekly









Several times a week









Daily/more than once a day






SAC1372
What is your role in visiting this site today? General public
Radio button, one-up vertical Single Y OPS Group Role



DOT employee









Federal employee









State employee









Local government employee









County government employee









Engineer









Consultant/Contractor









Educator









Student









Media









Other, please specify A





SAC1373 A My role is:

Text field, <100 char
N OPS Group OE_Role
SAC1374
What is your primary reason for visiting this site today? Just browsing
Radio button, one-up vertical Single Y Skip Logic Group Primary Reason



To learn more about the agency









To locate the latest highway tools, techniques, solutions, etc.









To find publications or statistics









To research specific information









To locate contact information









Other, please specify A





SAC1375 A The reason I visited the site today was:

Text area, no char limit
N Skip Logic Group OE_Primary Reason
SAC1376
How did you look for information on the site today? (Please select all that apply.) Search feature A, B, C Checkbox, one-up vertical Multi Y Skip Logic Group Look for Info



Advanced search feature/tool A, B, C








Top navigation links









Left navigation links









Links in the center of the page









Other, please specify D





SAC1377 A Did the search feature help you to find what you were looking for today? Yes
Radio button, one-up vertical Single Y Skip Logic Group Search_Find



Partially









No






SAC1378 B What specific search terms did you use to try to find the information you were seeking?

Text area, no char limit
N Skip Logic Group OE_Search Terms
SAC1379 C Please describe your experience with this site's search feature.

Text area, no char limit
N Skip Logic Group OE_Search
SAC1380 D Other way I looked for information:

Text area, no char limit
N Skip Logic Group OE_Look for Info
SAC1381
Did you find what you were looking for on the site today? Yes  A Radio button, one-up vertical Single Y Skip Logic Group Find Info



Partially A








No, I wanted to find: A, B





SAC1382 A Please describe what you were looking for.

Text area, no char limit
N Skip Logic Group OE_Find
SAC1383 B Please explain the difficulties you encountered looking for information today.

Text area, no char limit
N Skip Logic Group OE_Difficulties Looking
SAC1384
Which sections of the site did you visit today? (Please select all that apply.) What's New
Checkbox, one-up vertical Multi Y Skip Logic Group Site Sections



FHWA By Topic









FHWA Programs A








Legislation, Regulations and Guidance









Publications and Statistics









FHWA Knowledge Communities









Accessibility Resource Library









Doing Business with FHWA









About FHWA









Media Information









Careers









A section not listed here (please specify): B






B The section of the site I visited today was:

Text field, <100 char
N Skip Logic Group OE_Site Section

A Which programs page did you visit? (Select all that apply) Civil Rights

multi N
Program Page



Federal Lands Highway









Infrastructure









Innovative Program Delivery









Operations









Planning, Environment, and Realty









Policy









Research, Development and Technology









Safety









Browse by Topics






SAC1386
How did you learn about this site? Search engine (e.g. Google, Bing)
Drop down, select one Single Y
Learn About Site



Link from another site









Blog or other Social Media (e.g. Facebook, Twitter)









Email link









Web page ad









Word of mouth









Other








Have you accessed FHWA.gov from a mobile phone/device in the past 30 days? Yes A Radio button, one-up vertical Single Y Skip Logic Group Mobile Access



No







A What type of mobile phone/device did you use: (check one) Blackberry
Radio button, one-up vertical Single Y Skip Logic Group Mobile Device



iPhone/iTouch









Droid









Other: please describe B






B Other: please describe

Text field, <100 char Single N Skip Logic Group Other Mobile Device

A Were you successful in viewing the content that you were seeking with your mobile phone/device? Yes
Radio button, one-up vertical Single Y Skip Logic Group Mobile View



No






SAC1387
What is your age? Under 18
Drop down, select one Single N
Age



18 - 24









25 - 34









35 - 44









45 - 54









55 - 64









65 or older









Prefer not to answer






SAC1388
If you could make one improvement to this site, what would it be?

Text area, no char limit
N
OE_One Improvement
SAC1389
Please share any additional comments you have about this site.

Text area, no char limit
N
OE_Comments




































































































































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