|
Hello:
You are invited to participate in our survey for the Online Billing Pilot Program. In this survey, approximately five cities will be asked to complete a survey that asks questions about their experience using the website. It will take approximately 10 minutes to complete the questionnaire.
Your participation in this survey is completely voluntary. However, if you feel uncomfortable answering any questions, you can withdraw from the survey at any point. It is very important for us to learn your opinions.
Your survey responses will be stricly confidential and data from this research will be reported only in the aggregate. Your information will remain confidential. If you have questions at any time about the survey or the procedures, you may contact our support department at 1-800-552-7334 or by email at [email protected].
Thank you very much for your time and support. Please start with the survey whenever you are ready. |
| |
|
|
|
|
|
| |
2. Did the menu of items on the home page make sense to you?
|
| |
|
|
| 3. How would you rate this web site in enabling you to perform tasks related to billing (functionality coverage)?
|
|
|
|
| |
| 4. If no, what would you like to see changed? | | |
|
|
| |
5. Did you experience any problems?
|
| |
|
|
| |
| If yes, please describe the problem: | | |
|
|
| |
| 7. Approximately how many tasks did you attempt during the pilot? |
| |
|
|
| |
| * 8. How satisfied are you with your experience with new on-line billing website? |
| |
|
|
| |
| 9. If you are not totally satisfied, please describe the reasons for your dissatisfaction below. | | |
|
|
| 10. From what you have seen and your experience with other sites, please rate the following features of the web page:
|
|
|
|
| |
| 11. What additional information or features would you like included on the new online billing website? | | |
|
|
| |
* 12. From your experience, what do you find to be the biggest challenge with using our site?
|
| |
|
|
|
|
|
|
| 14. How would you rate the ease of use for the following tasks?
|
|
|
|
| 15. How would you rate the current monthly billing and payment process?
|
|
|
|
| 16. How would you rate the web site response time?
|
|
|
|
| 17. How would you rate the online billing application compared to the current monthly billing and payment process?
|
|
|
|
| |
| 18. Training Manual/Video/Online Help |
| |
|
|
|
|
| Did the training manual meet your expectations? |
| |
|
|
|
| Did the video presentation, training manual and online Help give you enough information to perform your job on the new website? |
| |
|
|
|
| Did you use the online help Screens? |
| |
|
|
| 22. If you answered yes to the above, did you find the Help useful /informative?
|
|
|
|
| 23. How comfortable are you with the security features of the web site?
|
|
|
|
|
|
|
|
|
| If you contacted Technical Support, were your questions answered to your satisfaction? |
| |
|
|
| |
| 26. What did you like best about the training manual? | | |
|
|
| |
| 27. How can we improve the training manual? | | |
|
|
| |
| 28. Do you have any suggestions for changes to the manual that would improve it as a reference tool? | | |
|
|
| |
| 29. Would the manual alone be sufficient as a training tool or did you think the video presentation added value? | | |
|
|
| 30. If you e-mailed technical support for any matter, how was the response time?
|
|
|
|
|
|
|
|
|
|
|
|
|
|
| |
| 35. Which Web browser do you use? |
| |
|
|
| |
| 36. What is your modem access speed to the Internet? |
| |
|
|
Loading...
