ForeSee Desktop & Mobile Questionnaire

Fast Track Generic Clearance for the Collection of Qualitative Feedback on Agency Service Delivery

Copy of Military OneSource Web Browse Final_20190305.xlsx

ForeSee Desktop & Mobile Questionnaire

OMB: 0704-0553

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









Thank you for visiting MilitaryOneSource.mil. You've been randomly chosen to take part in a brief questionnaire 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 Text









Thank you for answering our questionnaire - and for helping us serve you better.

Please note you will not receive a response from us based on your questionnaire comments. If you would like us to contact you about your feedback, please visit the Customer Support section of our website.



























https://public.militaryonesource.mil/feedback


















Example Desktop


































































































































































































Sheet 2: Model Questions

Model Name
Military OneSource Web Browse



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)
5 Site Performance - Speed Please rate the speed that pages and content loaded for you. 17 Brand Confidence Please rate your level of confidence in Military OneSource.
2 Satisfaction - Expectations How well does this site meet your expectations?
(1=Falls Short, 10=Exceeds)
6 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 website?
(1=Not Very Close, 10=Very Close)
7 Site Performance -Responsiveness Please rate the responsiveness of the pages to your actions. 18 Return How likely are you to return to MilitaryOneSource.mil in the future?


Recommend (NPS)
(1=Very Unlikely, 10=Very Likely)


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

Recommend Company
(1=Very Unlikely, 10=Very Likely)
4 Recommend How likely are you to recommend MilitaryOneSource.mil to someone else? 8 Look and Feel - Appeal Please rate the visual appeal of the pages that you visited. 19 Recommend Company How likely are you to recommend Military OneSource to someone else?



9 Look and Feel - Spacing Please rate the spacing between items on the pages that you visited.

Primary Resource
(1=Very Unlikely, 10=Very Likely)



10 Look and Feel - Readability Please rate the legibility of the pages that you visited. 20 Primary Resource How likely are you to use MilitaryOneSource.mil as your primary resource for information about military life?





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





11 Navigation - Ease Please rate the ease of finding what you were looking for.





12 Navigation - Layout Please rate the page layout on displaying content and links where you could find them.





13 Navigation - Links Please rate the links on taking you where you needed to go.







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





14 Site Information - Relevance Please rate the relevance to your interests of the information that you found.





15 Site Information - Thoroughness Please rate the thoroughness of the information that you found.





16 Site Information - Readability Please rate the readability of the information that you found.



Sheet 3: Custom Questions

Model Name

Military OneSource Web Browse


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 COMMENTS

primary_reason_govt
What is your primary reason for visiting the site today? Help with taxes

Y Radio button, one-up vertical Skip Logic Group* Primary Reason




YMCA










Find counseling










Find spouse employment










Find child care










Other (please specify) A






primary_reason_other A Please specify the other reason for your visit.


N Text field, <100 char Skip Logic Group* Primary Reason - Other

primary_reason_other
What type of information were you looking for? (Please select all that apply.) Financial

Y Checkbox, one-up vertical
Type of Info




Education










Moving










EFMP










Recreation










Child care










Other










I was not looking for any specific information







accomplish
Did you accomplish what you wanted to do today on this site? Yes
yes Y Radio button, one-up vertical Skip Logic Group* Accomplish




No A no





why_not_accomplish A Please tell us why you were unable to accomplish your task today.


N Text area, no char limit Skip Logic Group* Why Not Accomplish

login_attempt
Did you try to log in to MilitaryOneSource.mil today? Yes A yes Y Radio button, one-up vertical Skip Logic Group* Log In Attempt




No
no





login_success A Were you able to log in successfully? Yes
yes Y Radio button, one-up vertical Skip Logic Group* Log In Success




No C no





why_not_login C What prevented you from logging in to the site today?


N Text area, no char limit Skip Logic Group* Why Not Log In

acquisition_source_government
How were you referred to the site today? A general email or mailing from Military OneSource
client_email Y Radio button, one-up vertical Skip Logic Group* Acquisition Source




Email newsletter from Military OneSource










Other social media (e.g., Facebook, Twitter, etc.)
social_media

Randomize





Military OneSource social network post, tweet, video, etc.
client_social_network








Another government site
other_government_site








Search engine results
search_enginer








Recommendation from friend or family member
personal_recommendation








Recommendation from official military office/source










Other (please specify) A other_please_specify

Anchor Answer Choice





I was not referred to the site by anything specific
was_not_referred_by_anything_specific

Anchor Answer Choice


acquisition_source_government_other A Please specify how else you were referred to the site.


N Text field, <100 char Skip Logic Group* Acquisition Source - Other

search_use
Did you use the search feature during your visit today? Yes A, B, C yes Y Radio button, one-up vertical Skip Logic Group* Search Use




No
no








Don't recall
donot_recall





search_experience A Please tell us about your experience with the site's search feature today. (Select all that apply.) Results were not relevant/not what I wanted
results_not_relevant Y Checkbox, one-up vertical Randomize Search Experience




Too many results/I needed to refine my search
too_many_results








Not enough results
not_enough_results

Skip Logic Group*





Returned NO results
returned_no_results








Received error message(s)
received_error_message








I experienced a different search issue: A1 different_issue

Anchor Answer Choice





I had no difficulty with search/results were helpful
no_difficulty

Mutually Exclusive


search_experience_other A1 Please specify the search issue you experienced.


N Text area, no char limit Skip Logic Group* Search Issue - Other

search_nav_first B Did you try using the site's navigational links before using the search feature today? Yes, I navigated first
yes_navigated_first Y Radio button, one-up vertical Skip Logic Group* Search or Nav First




No, I went straight to the search feature
no_i_went_straight_to_search








Don't recall
donot_recall





search_help_locate C Did the search feature help you to locate what you were looking for today? Yes
yes Y Radio button, one-up vertical Skip Logic Group* Search Help Locate




Partially
partially








No
no





nav_experience
How would you describe your browsing experience on the site today? (Please select all that apply.) Links often did not take me where I expected L links_not_useful Y Checkbox, one-up vertical Skip Logic Group* Navigation Experience




I had difficulty finding relevant information
difficulty_finding_relevant_info








Links and labels were difficult to understand U links_difficult_to_understand








There were too many links or navigation options to choose from
too_many_links

Randomize





I had technical difficulties (error messages, broken links, etc.) T technical_difficulties








I could not navigate back to previous information
could_not_navigate_back








I had a different navigation difficulty A a_different_navigation_diff

Anchor Answer Choice





I had no difficulty navigating the site
no_difficulty_navigation

Mutually Exclusive


nav_experience_other A Please specify your navigation difficulty.


N Text area, no char limit Skip Logic Group* Navigation Experience - Other

nav_not_expected_oe L Please describe any specific navigation links or paths that did not take you where they should have.


N Text area, no char limit Skip Logic Group* Navigation Not Expected

nav_linkes_labels_oe U What specific links or labels were difficult to understand?


N Text area, no char limit Skip Logic Group* Nav Links and Labels

nav_tech_issue_oe T Please describe the technical difficulty you encountered (include as much detail as possible).


N Text area, no char limit Skip Logic Group* Navigation Technical Issue

info_issues
Which of the following issues, if any, did you experience while reviewing information? (Please select all that apply.) Information was not up to date
information_not_up_to_date Y Checkbox, one-up vertical Skip Logic Group* Information Issues




Information did not answer my questions B information_did_not_answer_questions








Information was not presented in a concise format
information_not_concise








Wording was not clear
wording_not_clear








Text was difficult to read
text_difficult_to_read








Other (please specify) A other_please_specify








No issues reviewing information occurred
no_issues

Mutually Exclusive


other_info_issues A Please describe the issue you experienced reviewing information.


N Text area, no char limit Skip Logic Group* Information Issues - Other

info_looking_for B What information were you looking for that you could not find?


N Text area, no char limit Skip Logic Group* Information Looking For

role_govt
What is your primary role in visiting the site today? General public
general_public Y Drop down, select one Skip Logic Group* Role




Service member










Veteran










Spouse of a service member










Other family member of a service member (non-spouse)










Friend of a service member










Service provider or military leadership










Government employee (federal, state or local)
government_employee








Other (please specify) A other_please_specify





other_info_issues A What is your role in visiting the site today?



N Text area, no char limit Skip Logic Group* Role - Other

visit_frequency
How often do you visit this site? This is my first visit
first_visit Y Drop down, select one
Visit Frequency




Once every 6 months or less often
six_months








Once every few months
few_months








Monthly
monthly








Weekly
weekly








Daily or more often
daily





improve
What else would you like to share with us to help improve your online experience with MilitaryOneSource.mil?


N Text area, no char limit
Improve

demos_gender
What is your gender? Male
male N Radio button, one-up vertical
Demos: Gender




Female
female








Prefer not to respond
prefer_not_to_respond





demos_age
Which category includes your age? Under 18
under_18 N Drop down, select one
Demos: Age




18 - 24
18_24








25 - 34
25_34








35 - 44
35_44








45 - 54
45_54








55 - 64
55_64








65 or older
65_or_older








Prefer not to respond
prefer_not_to_respond





a11_satisfaction
Please rate your level of agreement with the following statements about your experience on the website today.

I am satisfied with the service I received from Military OneSource.
1=Strongly Disagree
1_strongly_disagree N Radio button, scale, no don't know
A11 Satisfaction no change




2
2








3
3








4
4








5=Strongly Agree
5_strongly_agree





a11_confidence
This interaction increased my confidence in Military OneSource. 1=Strongly Disagree
1_strongly_disagree N Radio button, scale, no don't know
A11 Confidence no change
(Can use Trust question below as an alternative)




2
2








3
3








4
4








5=Strongly Agree
5_strongly_agree





a11_quality
My need was addressed. 1=Strongly Disagree
1_strongly_disagree N Radio button, scale, no don't know
A11 Quality no change




2
2








3
3








4
4








5=Strongly Agree
5_strongly_agree





a11_ease
It was easy to complete what I needed to do. 1=Strongly Disagree
1_strongly_disagree N Radio button, scale, no don't know
A11 Ease no change




2
2








3
3








4
4








5=Strongly Agree
5_strongly_agree





a11_efficiency
It took a reasonable amount of time to do what I needed to do. 1=Strongly Disagree
1_strongly_disagree N Radio button, scale, no don't know
A11 Efficiency no change




2
2








3
3








4
4








5=Strongly Agree
5_strongly_agree





a11_equity_digital
I was easily able to access the website on my device. 1=Strongly Disagree
1_strongly_disagree N Radio button, scale, no don't know
A11 Equity Digital I was treated fairly.
(Equity/Transparency)




2
2








3
3








4
4








5=Strongly Agree
5_strongly_agree





a11_helpful_digital
The website helped me do what I needed to do. 1=Strongly Disagree
1_strongly_disagree N Radio button, scale, no don't know
A11 Helpful Digital Employees I interacted with were helpful.
(Employee Interaction)




2
2








3
3








4
4








5=Strongly Agree
5_strongly_agree




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