1. Surveys
  2. 2005
  3. June
  4. O
  5. Online Billing Pilot - Draft 3
 

Congratulations on being the first set of employers to view and fully experience the new On-Line Billing Web Site. We know you all have opinions about the web site and we want to hear from you!!



Below is an on-line survey to share with NWA your experience with the new On-Line Billing Web Site and Pilot testing. Your suggestions and comments are needed and may result in changes that could increase satisfaction for other employers like yourselves. Your feedback is essential for improving this application. If you have questions at any time about the survey or the procedures, you may contact our support department at 1-800-552-7334 NEED TO ADD NAME HERE or by email at [email protected].




Some questions to think about before completing the survey:



Did you receive all the necessary information that you expected?


Did you find any errors within the web site?


Do you have any suggestions on how to make our documentation better?
 


About You
 

* Organization
 


Pilot Program
 
How would you rate the following?
Strongly Agree Agree Neutral Disagree Strongly Disagree Not sure
The duration of the pilot program was sufficient.
The objectives of the pilot program were clear.
The objectives of the pilot program were met.
The preparation for the pilot program was adequate.
The technical support for the pilot program was good.
Overall, the pilot program met all my expectations.
 
 
What did you like about this pilot program?
   
 
 
What did you dislike about this pilot program?
   
 


Functionality
 
How would you rate the following?
Strongly Agree Agree Neutral Disagree Strongly Disagree Not sure
The web site covered all areas of our monthly billing process.
The web site was well laid out (design). All information was easy to find.
The visuals (graphics, buttons) were easy to view.
The content (messages, warnings) of the web site were easy to understand.
Overall, the web site met all my expectations on functionality.
 


Ease of Use
 
Please rate the ease of use on the specific tasks listed below.
Excellent Good Adequate Fair Poor Not sure
Adding a new employee
Changing billed coverage for an employee
Terminating an employee
Making adjustments to another bill
Updating employee information
Changing Units for all employees (applies to unit based rates)
Setting up ACH information
Saving the bill
Paying the bill
Excluding an employee
COBRA Notification
Review Changes
 
Please rate the following:
Strongly Agree Agree Neutral Disagree Strongly Disagree Not sure
Overall, the web site is easy to use.
 
 
Comments:
   
 


Training
 
How would you rate the following?
Strongly Agree Agree Neutral Disagree Strongly Disagree Not sure
The training manual was well organized.
The amount of detail in the training manual was appropriate.
The content of the training manual was relavent to my job.
The content of the training manual was accurate.
Overall, the training manual met all my expectations.
Online help screens were provided whereever needed/required.
The online Help screens were useful.
The content of the online help screens were accurate.
The layout of the online help screens was appropriate.
The training demo/tour video was useful.
The content of the training demo was sufficient.
The length of the training demo was appropriate.
The pace of the training demo was just right.
The audio of the training demo was audible.
Overall, the training demo met all my expectations.
 

* In your opinion, what was the most effective as a training tool?
 
Traning Manual
 
Online Help
 
Training Demo/Tour
 
All of the Above
 
None of the Above

 
Please rate the following:
Strongly Agree Agree Neutral Disagree Strongly Disagree Not sure
Overall, the video presentation, training manual and online help gave me enough information to perform my job on the new website.
 
 
Comments:
   
 


Performance
 
Please rate the reponse time for the specific tasks listed below.
Excellent Good Adequate Fair Poor Not sure
Adding a new employee
Changing billed coverage for an employee
Terminating an employee
Making adjustments to another bill
Updating employee information
Changing Units for all employees (applies to unit based rates)
Setting up ACH information
Saving the bill
Paying the bill
Excluding an employee
COBRA Notification
 
Please rate the following:
Strongly Agree Agree Neutral Disagree Strongly Disagree Not sure
Overall, the response time on the web site was acceptable.
The process to finalize a bill is quicker, when compared to the current system.
 
 
Comments:
   
 


Tools
 
Please rate the usefulness for the following tools:
Very Useful Useful Nice to Have Not Useful
Compare Bills
Contribution Search
Invoice History
Rate Summary
Export Bill Details
 
Please rate the following:
Strongly Agree Agree Neutral Disagree Strongly Disagree Not sure
Overall, the set of tools provided are sufficient to get the job done.
 
 
Comments:
   
 


Technical Support
 

If you contacted Technical Support, were your questions answered to your satisfaction?
Yes No
 
If you e-mailed technical support for any matter, how was the response time?
Excellent Good Adequate Fair Poor Not sure
 
 


Overall Experience
 
How would you rate the following?
Strongly Agree Agree Neutral Disagree Strongly Disagree Not sure
The online billing process is much easier than paper bill.
The online billing process is much easier than E-Bill.
Online billing web site will help in making my monthly billing process easier.
Overall, the online billing web site met all my expectations.
 
 
What did you like about this web site?
   
 
 
What did you dislike about this web site?
   
 
 
From your experience, what do you find to be the biggest challenge with using our site?






 
I am new to the Internet
 
Information I am looking is not available
 
Information is not well organized
 
There is just too much information
 
Hard to navigate through the information
 
Takes too long to load a page
 
Downloadable files or forms are in a format I cannot use
 
Other (please specify)
 
 
Please rate the following:
Strongly Agree Agree Neutral Disagree Strongly Disagree Not sure
Overall, the response time on the web site was acceptable.
 
Form what you have seen and your experience with other sites, please rate the following features of the web site:
Excellent Very good Good Fair Poor Not sure
Visual appearance/layout:
Content:
Writing style:
Performance:
 
 
Comments: (Please state comments that do not fall under any other category above)
   
Please contact [email protected] if you have any questions regarding this survey.