Customer Satisfaction Survey for Benefits.gov

Benefits.gov Citizen Satisfaction Survey
According to the Paperwork Reduction Act of 1995, no persons are required to respond to a collection of
information unless it displays a valid OMB control number. Public reporting burden for this collection of
information is estimated to average 3 minutes per response, including time for reviewing instructions,
searching existing data sources, gathering and maintaining the data needed, and completing and
reviewing the collection of information. Your response is voluntary. Send comments regarding the burden
estimate or any other aspect of this collection of information, including suggestions for reducing this
burden, by email ([email protected]) and reference the OMB Control Number 1225-0059, expiration date
02/29/2024.

1. What brought you to Benefits.gov today? (select one)
Find government benefit information for myself
Find government benefit information for someone else
Partner with Benefits.gov as a media outlet or affiliate
Government agency looking to add benefits to Benefits.gov
Other (please specify)_________
2. Do you agree that you found what you were looking for?
Strongly Agree
Agree
Neither Agree or Disagree
Disagree
Strongly Disagree
•

Describe any challenges you had while visiting Benefits.gov. (Skip logic question, only
shown if a user did not find what they were looking for.)

3. Do you agree that there was enough information on the topic you were looking for?
Strongly Agree
Agree
Neither Agree or Disagree
Disagree
Strongly Disagree
4. Did Benefits.gov help you apply for benefits today?
Yes
No
Other____
•

Describe any challenges you had trying to apply for benefits. (Skip Logic Question, only
shown if user was unsuccessful applying for benefits.)

5. Which of the following site features did you use today? (Select Multiple)
Benefit Finder
Browse by Agency or Category
Benefits.gov Program Office | 200 Constitution Avenue NW, Washington, DC 20210

1

Chatbot
News
Search Page
Video Guides
Other (please specify) _______
No, I did not use any of these features.

The following questions are only shown for each feature selected in question 5.
Benefit Finder
Were you satisfied with your experience using the Benefit Finder?
Very satisfied
Somewhat satisfied
Neither satisfied or dissatisfied
Somewhat unsatisfied
Very unsatisfied
•

What contributed to your dissatisfaction? (Skip logic question, only shown if a negative
response was given to the previous question.)
Number of questions
Navigation issues
Wording of questions
Amount of time it took to complete
Other

Were the results easy to understand?
Very easy
Somewhat easy
Neutral
Somewhat difficult
Very difficult
Chatbot
Were you satisfied with the information the chatbot provided?
Very satisfied
Somewhat satisfied
Neither satisfied or dissatisfied
Somewhat unsatisfied
Very unsatisfied
•

How can we improve the chatbot? (Skip logic question, only shown if a negative
response was given to previous question.)

Video Guides/News
Did you find this information helpful?
Very helpful

Benefits.gov Program Office | 200 Constitution Avenue NW, Washington, DC 20210

2

Somewhat helpful
Neither helpful or unhelpful
Somewhat unhelpful
Very unhelpful
What topics would you like to be covered in the future? (Open ended)

Browse by Category
Did you find this feature helpful?
Very helpful
Somewhat helpful
Neither helpful or unhelpful
Somewhat unhelpful
Very unhelpful
•

How can we improve the benefit categories? (Skip logic question, only shown if a
negative response was given to previous question.)

Search Feature
Were you satisfied with your search results?
Very satisfied
Somewhat satisfied
Neither satisfied or dissatisfied
Somewhat unsatisfied
Very unsatisfied
•

How can we improve your experience? (Skip logic question, only shown if a negative
response was given to previous question.)

Thank you for your response! Your feedback will help us improve Benefits.gov and help
us better serve the American citizens. Click “Submit” below to submit your responses
and exit the survey.

Benefits.gov Program Office | 200 Constitution Avenue NW, Washington, DC 20210

3