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		| VBA Satisfaction Survey | 
		
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		| MID: | 
		x4BUINAZdIkRh8IxYQVBxw== | 
		
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		| Date: | 
		4/23/2010 | 
		
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		| VBA Satisfaction Survey | 
		
	
		| Model questions utilize the ACSI methodology to determine scores and impacts | 
		
	
		
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		ELEMENTS (drivers of satisfaction) | 
		
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		CUSTOMER SATISFACTION | 
		
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		FUTURE BEHAVIORS | 
	
	
		
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		Content (1=Poor, 10=Excellent, Don't Know) | 
		
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		Satisfaction | 
		
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		Return (1=Very Unlikely, 10=Very Likely) | 
	
	
		
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		Please rate the accuracy of information on this site. | 
		
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		What is your overall satisfaction with this site?  (1=Very Dissatisfied, 10=Very Satisfied) | 
		
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		How likely are you to return to this site? | 
	
	
		
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		Please rate the quality of information on this site. | 
		
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		How well does this site meet your expectations?  (1=Falls Short, 10=Exceeds) | 
		
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		Recommend (1=Very Unlikely, 10=Very Likely) | 
	
	
		
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		Please rate the freshness of content on this site. | 
		
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		How does this site compare to your idea of an ideal website?  (1=Not Very Close, 10=Very Close) | 
		
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		How likely are you to recommend this site to someone else? | 
	
	
		
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		Look and Feel (1=Poor, 10=Excellent, Don't Know) | 
		
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		Future Participation (1=Very Unlikely, 10=Very Likely) | 
	
	
		
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		Please rate the visual appeal of this site. | 
		
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		How likely are you to express your thoughts or ideas to VBA in the next 90 days? | 
	
	
		
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		Please rate the balance of graphics and text on this site. | 
		
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		Trust (1=Strongly Disagree, 10=Strongly Agree) | 
	
	
		
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		Please rate the readability of the pages on this site.  | 
		
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		I can count on VBA to act in my best interests. | 
	
	
		
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		Navigation (1=Poor, 10=Excellent, Don't Know) | 
		
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		I consider VBA to be trustworthy. | 
	
	
		
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		Please rate how well the site is organized. | 
		
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		VBA can be trusted to do what is right. | 
	
	
		
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		Please rate the options available for navigating this site. | 
		
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		Use Web Channel Over Others (1=Very Unlikely, 10=Very Likely) | 
	
	
		
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		Please rate how well the site layout helps you find what you are looking for. | 
		
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		 How likely are you to use this site for benefits information rather than using other channels (phone, in person, etc.)? | 
	
	
		
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		Please rate the number of clicks to get where you want on this site. | 
		
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		Functionality (1=Poor, 10=Excellent, Don't Know) | 
		
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		Please rate the usefulness of the features provided on this site (such as calculators, applications, etc.). | 
		
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		Please rate the convenience of the features on this site  (such as calculators, applications, etc.). | 
		
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		Please rate the variety of features on this site  (such as calculators, applications, etc.). | 
		
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		Online Transparency (1=Poor, 10=Excellent, Don't Know) | 
		
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		Please rate how thoroughly this website discloses information about what VBA is doing. | 
		
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		Please rate how quickly VBA information is made available on this website. | 
		
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		Please rate how well information about VBA's actions can be accessed by the public on this website. | 
		
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		Site Performance (1=Poor, 10=Excellent, Don't Know) | 
		
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		Please rate how quickly pages load on this site. | 
		
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		Please rate the consistency of speed from page to page on this site. | 
		
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		Please rate the ability to load pages without getting error messages on this site. | 
		
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		red & strike-through:  DELETE | 
		
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		underlined & italicized: RE-ORDER | 
		
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		| MID: x4BUINAZdIkRh8IxYQVBxw== | 
		
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		pink: ADDITION | 
		
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		| Date: | 
		4/23/2010 | 
		
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		blue + -->: REWORDING | 
		
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		|  CUSTOM QUESTION LIST | 
		
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		QID (Group ID) | 
		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  | 
		
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		| EDO02654 | 
		
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		How frequently do you visit this site? | 
		This is my first time | 
		
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		Radio button,  one-up vertical | 
		Single | 
		Y | 
		
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		Daily | 
		
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		Weekly | 
		
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		Monthly | 
		
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		Several times a year or less | 
		
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		| EDO02655 | 
		
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		Which of the following best describes your role in visiting this site today?  | 
		
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		Radio button,  one-up vertical | 
		
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		Y | 
		Skip Logic Group | 
		Role | 
		
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		Veteran | 
		 C, D | 
		
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		Open | 
		
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		Active duty | 
		C, D | 
		
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		Reservist or National Guard member who has never been mobilized for Federal service | 
		D | 
		
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		Survivor/dependent of a service member or veteran | 
		D | 
		
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		Employer | 
		D | 
		
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		Lender | 
		F | 
		
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		Real Estate Professional | 
		F | 
		
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		Mortgage Servicer | 
		F | 
		
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		School Certifying Official | 
		D | 
		
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		Other, please specify | 
		A,D | 
		
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		| EDO02656 | 
		A | 
		Please tell us who you are. | 
		
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		Text area,  no char limit | 
		Single | 
		N | 
		Skip Logic Group | 
		
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		| EDO02657 | 
		C | 
		Are you a disabled service member/veteran? | 
		Yes | 
		
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		Radio button,  one-up vertical | 
		Single | 
		Y | 
		Skip Logic Group | 
		
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		| EDO02658 | 
		D | 
		What were you trying to accomplish on this site? (Select all that apply) | 
		Apply for benefits | 
		
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		Checkbox,  one-up vertical | 
		Multi | 
		Y | 
		Skip Logic Group | 
		What Try Accomplish | 
		
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		Find a school | 
		
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		Find a form | 
		
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		Find a publication or manual | 
		
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		Find out what programs VA offers | 
		
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		Learn about a specific program I'm interested in | 
		
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		Check to see if I'm eligible for a specific benefit | 
		
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		Find out about benefits for my dependents | 
		
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		Find out about my life insurance benefits | 
		
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		Contact the Veterans Information Portal (VIP) help desk | 
		
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		Find Home Loans Certificate of Eligibility Information | 
		
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		Find Information About Specially Adapted Housing | 
		
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		Find a Specially Adapted Housing Agent | 
		
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		Certify student benefits | 
		
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		Other, please specify | 
		DD | 
		
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		| EDO02659 | 
		DD | 
		What else were you trying to accomplish? | 
		
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		Text area,  no char limit | 
		
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		Y | 
		Skip Logic Group | 
		
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		| EDO02660 | 
		F | 
		What were you trying to accomplish on this site? (Select all that apply) | 
		Apply for Lender Appraisal Processing  | 
		
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		Checkbox,  one-up vertical | 
		Multi | 
		Y | 
		Skip Logic Group | 
		Accomplish-Lender/Restate | 
		
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		Find a Regional Loan Center (RLC) | 
		
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		Frequently Asked Questions | 
		
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		Find the Lender's Handbook | 
		
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		Find Homes for Sale | 
		
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		Find Loan Limits | 
		
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		Contact the Veterans Information Portal (VIP) help desk | 
		
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		Other, please specify | 
		FF | 
		
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		| EDO02661 | 
		FF | 
		What else were you trying to accomplish? | 
		
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		Text area,  no char limit | 
		
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		Y | 
		Skip Logic Group | 
		
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		| EDO02662 | 
		
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		Thinking about your visit today,which section of the VBA site did you primarily visit today?  | 
		Compensation | 
		
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		Radio button,  one-up vertical | 
		Single | 
		Y | 
		
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		Education & Training | 
		
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		Home Loans | 
		
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		Life Insurance | 
		
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		Pension | 
		
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		Vocational Rehabilitation & Employment | 
		
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		Fiduciary Program | 
		
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		VBA Claims Transformation | 
		
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		VOW to Hire Heroes | 
		
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		VBA homepage | 
		
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		General, just browsing | 
		
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		| EDO02676 | 
		
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		How did you get to the section of the site you needed? | 
		Navigation menu on the left side of the page | 
		
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		Dropdown (Select-one) | 
		Single | 
		Y | 
		Skip Logic Group | 
		navigated to site | 
		
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		I Am A… drop down menu at the top left side of the page | 
		
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		Quick navigation links at the bottom of the page | 
		
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		Top navigation menu | 
		
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		Used a 3rd party search (i.e. Google or Yahoo) | 
		
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		Links within the benefits homepage | 
		
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		Link from another website | 
		
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		Used search on the VA website | 
		
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		Bookmark for a specific page | 
		
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		Other, please specify | 
		A | 
		
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		| EDO02664 | 
		A | 
		How else did you find the section you needed? | 
		
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		Text field,  <100 char | 
		
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		Y | 
		Skip Logic Group | 
		
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		| EDO02665 | 
		
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		Did you accomplish what you wanted to on this site? | 
		Yes | 
		
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		Radio button,  one-up vertical | 
		Single | 
		Y | 
		Skip Logic Group | 
		
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		 I wasn’t planning to accomplish anything in particular | 
		
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		 No, I wanted to: | 
		A, B | 
		
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		| EDO02666 | 
		A | 
		No, I wanted to: | 
		
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		Text area,  no char limit | 
		
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		Y | 
		Skip Logic Group | 
		
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		| EDO02667 | 
		B | 
		What will you do next? | 
		Nothing, although I did not find/complete what I wanted | 
		
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		Radio button,  one-up vertical | 
		Single | 
		Y | 
		Skip Logic Group | 
		
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		Try the site again later | 
		
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		Call a VA toll free number | 
		
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		Visit a VA facility | 
		
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		Try to contact VA by e-mail | 
		
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		Other (please specify) | 
		C | 
		
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		| EDO02668 | 
		C | 
		What else will you do next? | 
		
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		Text area,  no char limit | 
		
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		N | 
		Skip Logic Group | 
		
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		| EDO02669 | 
		
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		What was the primary way you looked for information on the VA pages? | 
		Navigated (used links to information) | 
		A | 
		Radio button,  one-up vertical | 
		Single | 
		Y | 
		Skip Logic Group | 
		Primarily Navigate | 
		
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		Used Search | 
		B | 
		
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		| EDO02670 | 
		A | 
		How would you describe your navigation experience? (Select all that apply) | 
		
		Andrea Fuhrel-Forbis:
DOT - please make this mutually exclusive
		Had no difficulty | 
		
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		Checkbox,  one-up vertical | 
		Multi | 
		Y | 
		Skip Logic Group | 
		Nav Exp | 
		
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		Too many links | 
		
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		Too few links | 
		
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		Links/labels are difficult to understand | 
		
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		Often could not determine the best link | 
		
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		Links did not take me where I expected | 
		
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		Could not get started or did not know where to begin | 
		
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		Had technical difficulties (e.g. broken links, error messages) | 
		
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		Navigated to general area but could not find specific content | 
		
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		Could not navigate back to previous information | 
		
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		Other, please specify | 
		AA | 
		
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		| EDO02671 | 
		AA | 
		Please describe your navigation experience. | 
		
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		Text area,  no char limit | 
		
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		Y | 
		Skip Logic Group | 
		OE_Nav Exp | 
		
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		| EDO02672 | 
		B | 
		Please tell us about your search experience. (Select all that apply) | 
		
		Andrea Fuhrel-Forbis:
DOT - please make this mutually exclusive
		Search results were helpful | 
		
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		Checkbox,  one-up vertical | 
		Multi | 
		Y | 
		Skip Logic Group | 
		Search Exp | 
		
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		Received no results | 
		
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		Results were not relevant | 
		
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		Not sure what words to use | 
		
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		Search speed was too slow | 
		
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		Search results not organized | 
		
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		Other, please specify | 
		BB | 
		
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		| EDO02677 | 
		BB | 
		Please describe your search experience. | 
		
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		Text area,  no char limit | 
		
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		Y | 
		Skip Logic Group | 
		OE_Search Exp | 
		
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		| EDO02673 | 
		
  | 
		Please select your age range. | 
		17 or under | 
		
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		Radio button,  one-up vertical | 
		Single | 
		N | 
		
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		18-24 | 
		
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		25-34 | 
		
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		35-44 | 
		
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		45-54 | 
		
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		55-64 | 
		
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		65+ | 
		
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		| EDO02674 | 
		
  | 
		Please select your gender: | 
		Male | 
		
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		Radio button,  one-up vertical | 
		Single | 
		N | 
		
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		Female | 
		
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		| EDO02675 | 
		
  | 
		If you could identify one improvement to this site, what improvement would you suggest? | 
		
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		Text area,  no char limit | 
		Single | 
		N | 
		
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		red & strike-through:  DELETE | 
		
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		underlined & italicized: RE-ORDER | 
		
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		| MID: x4BUINAZdIkRh8IxYQVBxw== | 
		
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		pink: ADDITION | 
		
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		| Date: | 
		4/23/2010 | 
		
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		blue + -->: REWORDING | 
		
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		|  CUSTOM QUESTION LIST | 
		
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		QID (Group ID) | 
		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  | 
		
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		| EDO02654 | 
		
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		How frequently do you visit this site? | 
		This is my first time | 
		
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		Radio button,  one-up vertical | 
		Single | 
		Y | 
		
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		Weekly | 
		
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		Monthly | 
		
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		Several times a year or less | 
		
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		| EDO02655 | 
		
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		Which of the following best describes your role in visiting this site today?   (Check all that apply) | 
		
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		Radio button,  one-up vertical | 
		
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		Y | 
		Skip Logic Group | 
		Role | 
		
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		Veteran | 
		 C, D | 
		Text area,  no char limit | 
		Open | 
		
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		Active duty | 
		C, D | 
		
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		Reservist or National Guard member who has never been mobilized for Federal service | 
		D | 
		
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		Survivor/dependent of a service member or veteran | 
		D | 
		
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		Employer | 
		D | 
		
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		Lender | 
		F | 
		
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		Real Estate Professional | 
		F | 
		
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		Mortgage Servicer | 
		F | 
		
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		School Certifying Official | 
		D | 
		
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		Other, please specify | 
		A,D | 
		
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		| EDO02656 | 
		A | 
		Please tell us who you are. | 
		
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		Text area,  no char limit | 
		Single | 
		N | 
		Skip Logic Group | 
		
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		| EDO02657 | 
		C | 
		Are you a disabled service member/veteran? | 
		Yes | 
		
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		Radio button,  one-up vertical | 
		Single | 
		Y | 
		Skip Logic Group | 
		
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		| EDO02658 | 
		D | 
		What were you trying to accomplish on this site? (Select all that apply) | 
		Apply for benefits | 
		
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		Checkbox,  one-up vertical | 
		Multi | 
		Y | 
		Skip Logic Group | 
		What Try Accomplish | 
		
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		Find a school | 
		
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		Find a form | 
		
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		Find a publication or manual | 
		
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		Find out what programs VA offers | 
		
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		Learn about a specific program I'm interested in | 
		
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		Check to see if I'm eligible for a specific benefit | 
		
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		Find out about benefits for my dependents | 
		
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		Find out about my life insurance benefits | 
		
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		Contact the Veterans Information Portal (VIP) help desk | 
		
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		Find Home Loans Certificate of Eligibility Information | 
		
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		Find Information About Specially Adapted Housing | 
		
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		Find a Specially Adapted Housing Agent | 
		
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		Certify student benefits | 
		
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		Other, please specify | 
		DD | 
		
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		| EDO02659 | 
		DD | 
		What else were you trying to accomplish? | 
		
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		Text area,  no char limit | 
		
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		Y | 
		Skip Logic Group | 
		
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		| EDO02660 | 
		F | 
		What were you trying to accomplish on this site? (Select all that apply) | 
		Apply for Lender Appraisal Processing  | 
		
  | 
		Checkbox,  one-up vertical | 
		Multi | 
		Y | 
		Skip Logic Group | 
		Accomplish-Lender/Restate | 
		
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		Find a Regional Loan Center (RLC) | 
		
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		Frequently Asked Questions | 
		
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		Find the Lender's Handbook | 
		
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		Find Homes for Sale | 
		
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		Find Loan Limits | 
		
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		Contact the Veterans Information Portal (VIP) help desk | 
		
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		Other, please specify | 
		FF | 
		
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		| EDO02661 | 
		FF | 
		What else were you trying to accomplish? | 
		
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		Text area,  no char limit | 
		
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		Y | 
		Skip Logic Group | 
		
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		| EDO02662 | 
		
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		Thinking about your visit today,which section of the VBA site did you primarily visit today?  | 
		Compensation | 
		
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		Radio button,  one-up vertical | 
		Single | 
		Y | 
		
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		Education & Training | 
		
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		Home Loans | 
		
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		Life Insurance | 
		
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		Pension | 
		
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		Vocational Rehabilitation & Employment | 
		
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		Services | 
		
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		Fiduciary Program | 
		
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		VBA Claims Transformation | 
		
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		VOW to Hire Heroes | 
		
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		VBA homepage | 
		
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		General, just browsing | 
		
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		| EDO02676 | 
		
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		How did you get to the section of the site you needed? | 
		Navigation menu on the left side of the page | 
		
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		Dropdown (Select-one) | 
		Single | 
		Y | 
		Skip Logic Group | 
		navigated to site | 
		
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		I Am A… drop down menu at the top left side of the page | 
		
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		Quick navigation links at the bottom of the page | 
		
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		Top navigation menu | 
		
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		Used a 3rd party search (i.e. Google or Yahoo) | 
		
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		Links within the benefits homepage | 
		
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		Link from another website | 
		
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		Used search on the VA website | 
		
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		Bookmark for a specific page | 
		
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		Other, please specify | 
		A | 
		
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		| EDO02664 | 
		A | 
		How else did you find the section you needed? | 
		
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		Text field,  <100 char | 
		
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		Y | 
		Skip Logic Group | 
		
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		| EDO02665 | 
		
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		Did you accomplish what you wanted to on this site? | 
		Yes | 
		
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		Radio button,  one-up vertical | 
		Single | 
		Y | 
		Skip Logic Group | 
		
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		 I wasn’t planning to accomplish anything in particular | 
		
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		 No, I wanted to: | 
		A, B | 
		
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		| EDO02666 | 
		A | 
		No, I wanted to: | 
		
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		Text area,  no char limit | 
		
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		Y | 
		Skip Logic Group | 
		
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		| EDO02667 | 
		B | 
		What will you do next? | 
		Nothing, although I did not find/complete what I wanted | 
		
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		Radio button,  one-up vertical | 
		Single | 
		Y | 
		Skip Logic Group | 
		
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		Try the site again later | 
		
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		Call a VA toll free number | 
		
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		Visit a VA facility | 
		
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		Try to contact VA by e-mail | 
		
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		Other (please specify) | 
		C | 
		
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		| EDO02668 | 
		C | 
		What else will you do next? | 
		
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		Text area,  no char limit | 
		
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		N | 
		Skip Logic Group | 
		
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		| EDO02669 | 
		
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		What was the primary way you looked for information on the VA pages? | 
		Navigated (used links to information) | 
		A | 
		Radio button,  one-up vertical | 
		Single | 
		Y | 
		Skip Logic Group | 
		Primarily Navigate | 
		
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		Used Search | 
		B | 
		
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		| EDO02670 | 
		A | 
		How would you describe your navigation experience? (Select all that apply) | 
		
		Andrea Fuhrel-Forbis:
DOT - please make this mutually exclusive
		Had no difficulty | 
		
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		Checkbox,  one-up vertical | 
		Multi | 
		Y | 
		Skip Logic Group | 
		Nav Exp | 
		
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		Too many links | 
		
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		Too few links | 
		
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		Links/labels are difficult to understand | 
		
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		Often could not determine the best link | 
		
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		Links did not take me where I expected | 
		
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		Could not get started or did not know where to begin | 
		
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		Had technical difficulties (e.g. broken links, error messages) | 
		
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		Navigated to general area but could not find specific content | 
		
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		Could not navigate back to previous information | 
		
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		Other, please specify | 
		AA | 
		
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		| EDO02671 | 
		AA | 
		Please describe your navigation experience. | 
		
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		Text area,  no char limit | 
		
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		Y | 
		Skip Logic Group | 
		OE_Nav Exp | 
		
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		| EDO02672 | 
		B | 
		Please tell us about your search experience. (Select all that apply) | 
		
		Andrea Fuhrel-Forbis:
DOT - please make this mutually exclusive
		Search results were helpful | 
		
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		Checkbox,  one-up vertical | 
		Multi | 
		Y | 
		Skip Logic Group | 
		Search Exp | 
		
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		Received no results | 
		
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		Results were not relevant | 
		
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		Not sure what words to use | 
		
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		Search speed was too slow | 
		
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		Search results not organized | 
		
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		Other, please specify | 
		BB | 
		
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		| EDO02677 | 
		BB | 
		Please describe your search experience. | 
		
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		Text area,  no char limit | 
		
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		Y | 
		Skip Logic Group | 
		OE_Search Exp | 
		
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		| EDO02673 | 
		
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		Please select your age range. | 
		17 or under | 
		
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		Radio button,  one-up vertical | 
		Single | 
		N | 
		
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		18-24 | 
		
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		25-34 | 
		
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		35-44 | 
		
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		45-54 | 
		
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		55-64 | 
		
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		65+ | 
		
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		| EDO02674 | 
		
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		Please select your gender: | 
		Male | 
		
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		Radio button,  one-up vertical | 
		Single | 
		N | 
		
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		Female | 
		
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		| EDO02675 | 
		
  | 
		If you could identify one improvement to this site, what improvement would you suggest? | 
		
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		Text area,  no char limit | 
		Single | 
		N | 
		
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		red & strike-through:  DELETE | 
		
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		underlined & italicized: RE-ORDER | 
		
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		| MID: x4BUINAZdIkRh8IxYQVBxw== | 
		
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		pink: ADDITION | 
		
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		| Date: | 
		4/23/2010 | 
		
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		blue + -->: REWORDING | 
		
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		|  CUSTOM QUESTION LIST | 
		
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		QID (Group ID) | 
		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  | 
		
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		| EDO02654 | 
		
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		How frequently do you visit this site? | 
		This is my first time | 
		
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		Radio button,  one-up vertical | 
		Single | 
		Y | 
		
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		Daily | 
		A, B | 
		
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		Weekly | 
		A, B | 
		
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		Monthly | 
		A, B | 
		
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		Several times a year or less | 
		A, B | 
		
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		ACQWro0020082 | 
		A | 
		Please select the statement which best describes your experience with the redesigned Veteran's Benefit Administration website (www.vba.va.gov/VBA/) | 
		It is easier to find what I am looking for | 
		
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		Radio button,  one-up vertical | 
		Single | 
		Y | 
		Skip Logic Group | 
		Redesign Experience | 
		
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		It is harder to find what I am looking for | 
		
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		My experience is no different when looking for information on the new site | 
		
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		Don't know | 
		
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		ACQWro0020083 | 
		B | 
		Do you like the new look of the redesigned site? | 
		Yes | 
		
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		Radio button,  one-up vertical | 
		single | 
		Y | 
		Skip Logic Group | 
		Redesign Opinion | 
		
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		No | 
		BB | 
		
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		No opinion | 
		
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		ACQWro0020084 | 
		BB | 
		What didn't you like about the redesigned site? | 
		
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		Text area,  no char limit | 
		
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		N | 
		Skip Logic Group | 
		OE_Redesign | 
		
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		| EDO02655 | 
		
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		Which of the following best describes your role in visiting this site today?   (Check all that apply) | 
		
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		Y | 
		Skip Logic Group | 
		
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		Veteran | 
		 C, D | 
		Text area,  no char limit | 
		Open | 
		
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		Active duty | 
		C, D | 
		
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		Reservist or National Guard member who has never been mobilized for Federal service | 
		D | 
		
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		Survivor/dependent of a service member or veteran | 
		D | 
		
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		Employer | 
		D | 
		
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		Lender | 
		F | 
		
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		Real Estate Professional | 
		F | 
		
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		Mortgage Servicer | 
		F | 
		
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		School Certifying Official | 
		D | 
		
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		Other, please specify | 
		A,D | 
		
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		| EDO02656 | 
		A | 
		Please tell us who you are. | 
		
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		Text area,  no char limit | 
		Single | 
		N | 
		Skip Logic Group | 
		
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		| EDO02657 | 
		C | 
		Are you a disabled service member/veteran? | 
		Yes | 
		
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		Radio button,  one-up vertical | 
		Single | 
		Y | 
		Skip Logic Group | 
		
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		| EDO02658 | 
		D | 
		What were you trying to accomplish on this site? | 
		Apply for benefits | 
		
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		Checkbox,  one-up vertical | 
		Multi | 
		Y | 
		Skip Logic Group | 
		
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		Find a school | 
		
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		Find a form | 
		
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		Find a publication or manual | 
		
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		Find out what programs VA offers | 
		
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		Learn about a specific program I'm interested in | 
		
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		Check to see if I'm eligible for a specific benefit | 
		
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		Find out about benefits for my dependents | 
		
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		Find out about my life insurance benefits | 
		
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		Contact the Veterans Information Portal (VIP) help desk | 
		
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		Find Home Loans Certificate of Eligibility Information | 
		
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		Find Information About Specially Adapted Housing | 
		
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		Find a Specially Adapted Housing Agent | 
		
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		Certify student benefits | 
		
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		Other, please specify | 
		DD | 
		
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		| EDO02659 | 
		DD | 
		What else were you trying to accomplish? | 
		
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		Text area,  no char limit | 
		
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		Y | 
		Skip Logic Group | 
		
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		| EDO02660 | 
		F | 
		What were you trying to accomplish on this site? | 
		Apply for Lender Appraisal Processing  | 
		
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		Checkbox,  one-up vertical | 
		Multi | 
		Y | 
		Skip Logic Group | 
		
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		Find a Regional Loan Center (RLC) | 
		
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		Frequently Asked Questions | 
		
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		Find the Lender's Handbook | 
		
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		Find Homes for Sale | 
		
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		Find Loan Limits | 
		
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		Contact the Veterans Information Portal (VIP) help desk | 
		
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		Other, please specify | 
		FF | 
		
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		| EDO02661 | 
		FF | 
		What else were you trying to accomplish? | 
		
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		Text area,  no char limit | 
		
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		Y | 
		Skip Logic Group | 
		
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		| EDO02662 | 
		
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		Thinking about your visit today,which section of the VBA site did you primarily visit today?  | 
		Compensation | 
		
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		Radio button,  one-up vertical | 
		Single | 
		Y | 
		Skip Logic Group | 
		
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		Education & Training | 
		
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		Home Loans | 
		
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		Life Insurance | 
		
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		Vocational Rehabilitation & Employment | 
		
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		VBA Claims Transformation | 
		
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		VOW to Hire Heroes | 
		
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		VBA homepage | 
		
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		General, just browsing | 
		
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		| EDO02676 | 
		
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		How did you get to the section of the site you needed? | 
		Navigation menu on the left side of the page | 
		
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		Dropdown (Select-one) | 
		Single | 
		Y | 
		Skip Logic Group | 
		navigated to site | 
		
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		I Am A… drop down menu at the top left side of the page | 
		
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		Quick navigation links at the bottom of the page | 
		
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		Top navigation menu | 
		
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		Used a 3rd party search (i.e. Google or Yahoo) | 
		
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		Link from another website | 
		
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		Used search on the VA website | 
		
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		Bookmark for a specific page | 
		
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		Other, please specify | 
		A | 
		
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		| EDO02664 | 
		A | 
		How else did you find the section you needed? | 
		
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		Text field,  <100 char | 
		Single | 
		Y | 
		Skip Logic Group | 
		
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		| EDO02665 | 
		
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		Did you accomplish what you wanted to on this site? | 
		Yes | 
		
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		Radio button,  one-up vertical | 
		Single | 
		Y | 
		Skip Logic Group | 
		
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		 I wasn’t planning to accomplish anything in particular | 
		
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		 No, I wanted to: | 
		A, B | 
		
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		| EDO02666 | 
		A | 
		No, I wanted to: | 
		
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		Text area,  no char limit | 
		Single | 
		Y | 
		Skip Logic Group | 
		
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		| EDO02667 | 
		B | 
		What will you do next? | 
		Nothing, although I did not find/complete what I wanted | 
		
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		Radio button,  one-up vertical | 
		Single | 
		Y | 
		Skip Logic Group | 
		
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		Try the site again later | 
		
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		Call a VA toll free number | 
		
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		Visit a VA facility | 
		
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		Try to contact VA by e-mail | 
		
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		Other (please specify) | 
		C | 
		
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		| EDO02668 | 
		C | 
		What else will you do next? | 
		
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		Text area,  no char limit | 
		Single | 
		N | 
		Skip Logic Group | 
		
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		| EDO02669 | 
		
  | 
		What was the primary way you looked for information on the VA pages? | 
		Navigated (used links to information) | 
		A | 
		Radio button,  one-up vertical | 
		Single | 
		Y | 
		Skip Logic Group | 
		Primarily Navigate | 
		
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		Used Search | 
		B | 
		
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		| EDO02670 | 
		A | 
		How would you describe your navigation experience? (Select all that apply) | 
		
		Andrea Fuhrel-Forbis:
DOT - please make this mutually exclusive
		Had no difficulty | 
		
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		Checkbox,  one-up vertical | 
		Multi | 
		Y | 
		Skip Logic Group | 
		Nav Exp | 
		
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		Too many links | 
		
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		Too few links | 
		
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		Links/labels are difficult to understand | 
		
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		Often could not determine the best link | 
		
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		Links did not take me where I expected | 
		
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		Could not get started or did not know where to begin | 
		
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		Had technical difficulties (e.g. broken links, error messages) | 
		
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		Navigated to general area but could not find specific content | 
		
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		Could not navigate back to previous information | 
		
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		Other, please specify | 
		AA | 
		
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		| EDO02671 | 
		AA | 
		Please describe your navigation experience. | 
		
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		Text area,  no char limit | 
		Single | 
		Y | 
		Skip Logic Group | 
		OE_Nav Exp | 
		
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		| EDO02672 | 
		B | 
		Please tell us about your search experience. (Select all that apply) | 
		
		Andrea Fuhrel-Forbis:
DOT - please make this mutually exclusive
		Search results were helpful | 
		
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		Checkbox,  one-up vertical | 
		Multi | 
		Y | 
		Skip Logic Group | 
		Search Exp | 
		
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		Received no results | 
		
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		Results were not relevant | 
		
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		Not sure what words to use | 
		
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		Search speed was too slow | 
		
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		Search results not organized | 
		
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		Other, please specify | 
		BB | 
		
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		| EDO02677 | 
		BB | 
		Please describe your search experience. | 
		
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		Text area,  no char limit | 
		Single | 
		Y | 
		Skip Logic Group | 
		OE_Search Exp | 
		
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		| EDO02673 | 
		
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		Please select your age range. | 
		17 or under | 
		
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		Radio button,  one-up vertical | 
		Single | 
		N | 
		
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		18-24 | 
		
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		25-34 | 
		
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		35-44 | 
		
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		45-54 | 
		
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		55-64 | 
		
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		65+ | 
		
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		| EDO02674 | 
		
  | 
		Please select your gender: | 
		Male | 
		
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		Radio button,  one-up vertical | 
		Single | 
		N | 
		
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		Female | 
		
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		| EDO02675 | 
		
  | 
		If you could identify one improvement to this site, what improvement would you suggest? | 
		
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		Text area,  no char limit | 
		Single | 
		N | 
		
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		red & strike-through:  DELETE | 
		
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		underlined & italicized: RE-ORDER | 
		
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		| MID: x4BUINAZdIkRh8IxYQVBxw== | 
		
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		pink: ADDITION | 
		
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		| Date: | 
		4/23/2010 | 
		
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		blue + -->: REWORDING | 
		
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		|  CUSTOM QUESTION LIST | 
		
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		QID (Group ID) | 
		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  | 
		
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		| EDO02654 | 
		
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		How frequently do you visit this site? | 
		This is my first time | 
		
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		Radio button,  one-up vertical | 
		Single | 
		Y | 
		
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		Daily | 
		A, B | 
		
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		Weekly | 
		A, B | 
		
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		Monthly | 
		A, B | 
		
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		Several times a year or less | 
		A, B | 
		
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		A | 
		Please select the statement which best describes your experience with the redesigned Veteran's Benefit Administration website (www.vba.va.gov/VBA/) | 
		It is easier to find what I am looking for | 
		
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		Radio button,  one-up vertical | 
		Single | 
		Y | 
		Skip Logic Group | 
		Redesign Experience | 
		
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		It is harder to find what I am looking for | 
		
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		My experience is no different when looking for information on the new site | 
		
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		Don't know | 
		
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		B | 
		Do you like the new look of the redesigned site? | 
		Yes | 
		
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		Radio button,  one-up vertical | 
		single | 
		Y | 
		Skip Logic Group | 
		Redesign Opinion | 
		
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		No | 
		BB | 
		
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		No opinion | 
		
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		BB | 
		What didn't you like about the redesigned site? | 
		
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		Text area,  no char limit | 
		
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		N | 
		Skip Logic Group | 
		OE_Redesign | 
		
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		| EDO02655 | 
		
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		Which of the following best describes your role in visiting this site today?   (Check all that apply) | 
		
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		Y | 
		Skip Logic Group | 
		
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		Veteran | 
		 C, D | 
		Text area,  no char limit | 
		Open | 
		
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		Active duty | 
		C, D | 
		
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		Reservist or National Guard member who has never been mobilized for Federal service | 
		D | 
		
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		Survivor/dependent of a service member or veteran | 
		D | 
		
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		Employer | 
		D | 
		
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		Lender | 
		F | 
		
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		Real Estate Professional | 
		F | 
		
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		Mortgage Servicer | 
		F | 
		
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		School Certifying Official | 
		D | 
		
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		Other, please specify | 
		A,D | 
		
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		| EDO02656 | 
		A | 
		Please tell us who you are. | 
		
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		Text area,  no char limit | 
		Single | 
		N | 
		Skip Logic Group | 
		
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		| EDO02657 | 
		C | 
		Are you a disabled service member/veteran? | 
		Yes | 
		
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		Radio button,  one-up vertical | 
		Single | 
		Y | 
		Skip Logic Group | 
		
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		| EDO02658 | 
		D | 
		What were you trying to accomplish on this site? | 
		Apply for benefits | 
		
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		Checkbox,  one-up vertical | 
		Multi | 
		Y | 
		Skip Logic Group | 
		
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		Find a school | 
		
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		Find a form | 
		
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		Find a publication or manual | 
		
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		Find out what programs VA offers | 
		
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		Learn about a specific program I'm interested in | 
		
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		Check to see if I'm eligible for a specific benefit | 
		
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		Find out about benefits for my dependents | 
		
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		Find out about my life insurance benefits | 
		
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		Contact the Veterans Information Portal (VIP) help desk | 
		
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		Find Home Loans Certificate of Eligibility Information | 
		
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		Find Information About Specially Adapted Housing | 
		
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		Find a Specially Adapted Housing Agent | 
		
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		Certify student benefits | 
		
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		Other, please specify | 
		DD | 
		
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		| EDO02659 | 
		DD | 
		What else were you trying to accomplish? | 
		
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		Text area,  no char limit | 
		
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		Y | 
		Skip Logic Group | 
		
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		| EDO02660 | 
		F | 
		What were you trying to accomplish on this site? | 
		Apply for Lender Appraisal Processing  | 
		
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		Checkbox,  one-up vertical | 
		Multi | 
		Y | 
		Skip Logic Group | 
		
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		Find a Regional Loan Center (RLC) | 
		
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		Frequently Asked Questions | 
		
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		Find the Lender's Handbook | 
		
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		Find Homes for Sale | 
		
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		Find Loan Limits | 
		
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		Contact the Veterans Information Portal (VIP) help desk | 
		
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		Other, please specify | 
		FF | 
		
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		| EDO02661 | 
		FF | 
		What else were you trying to accomplish? | 
		
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		Text area,  no char limit | 
		
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		Y | 
		Skip Logic Group | 
		
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		| EDO02662 | 
		
  | 
		Which section of the VBA site did you primarily visit today?  | 
		Education Benefits (GI Bill) | 
		
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		Radio button,  one-up vertical | 
		Single | 
		Y | 
		Skip Logic Group | 
		
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		Compensation | 
		
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		Education & Training | 
		
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		Compensation and Pension | 
		
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		Vocational Rehabilitation | 
		
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		Home Loans | 
		
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		Survivors' Benefits | 
		
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		Life Insurance | 
		
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		Vocational Rehabilitation & Employment | 
		
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		VBA Claims Transformation | 
		
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		VOW to Hire Heroes | 
		
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		VBA homepage | 
		
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		VBA Manuals and Publications  | 
		
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		Benefits Reports  | 
		
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		Other, please specify | 
		A | 
		
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		General, just browsing | 
		
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		| EDO02663 | 
		A | 
		What other section of this site did you primarily visit? | 
		
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		Text area,  no char limit | 
		Single | 
		Y | 
		Skip Logic Group | 
		
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		| EDO02676 | 
		
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		How did you get to the section of the site you needed? | 
		Top navigation menu | 
		
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		Dropdown (Select-one) | 
		Single | 
		Y | 
		OPS Group | 
		
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		Navigation menu on the left side of the page | 
		
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		Quick navigation links at the bottom of the page | 
		
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		Used search on the VA website | 
		
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		Used a 3rd party search (i.e. Google or Yahoo) | 
		
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		Link from another website | 
		
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		Other, please specify | 
		A | 
		
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		| EDO02664 | 
		A | 
		How else did you find the section you needed? | 
		
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		Text field,  <100 char | 
		Single | 
		Y | 
		OPS Group | 
		
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		| EDO02665 | 
		
  | 
		Did you accomplish what you wanted to on this site? | 
		Yes | 
		
  | 
		Radio button,  one-up vertical | 
		Single | 
		Y | 
		Skip Logic Group | 
		
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		 I wasn’t planning to accomplish anything in particular | 
		
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		 No, I wanted to: | 
		A,B | 
		
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		| EDO02666 | 
		A | 
		No, I wanted to: | 
		
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		Text area,  no char limit | 
		Single | 
		Y | 
		Skip Logic Group | 
		
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		| EDO02667 | 
		B | 
		What will you do next? | 
		Nothing, although I did not find/complete what I wanted | 
		
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		Radio button,  one-up vertical | 
		Single | 
		Y | 
		Skip Logic Group | 
		
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		Try the site again later | 
		
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		Call a VA toll free number | 
		
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		Visit a VA facility | 
		
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		Try to contact VA by e-mail | 
		
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		Other (please specify) | 
		C | 
		
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		| EDO02668 | 
		C | 
		What else will you do next? | 
		
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		Text area,  no char limit | 
		Single | 
		N | 
		
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		| EDO02669 | 
		
  | 
		What was the primary way you looked for information on the VA pages? | 
		Navigated (used links to information) | 
		A | 
		Radio button,  one-up vertical | 
		Single | 
		Y | 
		Skip Logic Group | 
		Primarily Navigate | 
		
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		Used Search | 
		B | 
		
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		| EDO02670 | 
		A | 
		How would you describe your navigation experience? (Select all that apply) | 
		Had no difficulty | 
		
  | 
		Checkbox,  one-up vertical | 
		Multi | 
		Y | 
		Skip Logic Group | 
		Nav Exp | 
		
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		Too many links | 
		
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		Too few links | 
		
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		Links/labels are difficult to understand | 
		
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		Often could not determine the best link | 
		
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		Links did not take me where I expected | 
		
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		Could not get started or did not know where to begin | 
		
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		Had technical difficulties (e.g. broken links, error messages) | 
		
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		Navigated to general area but could not find specific content | 
		
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		Could not navigate back to previous information | 
		
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		Other, please specify | 
		AA | 
		
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		| EDO02671 | 
		AA | 
		Please describe your navigation experience. | 
		
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		Text area,  no char limit | 
		Single | 
		Y | 
		Skip Logic Group | 
		OE_Nav Exp | 
		
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		| EDO02672 | 
		B | 
		Please tell us about your search experience. (Select all that apply) | 
		Search results were helpful | 
		
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		Checkbox,  one-up vertical | 
		Multi | 
		Y | 
		Skip Logic Group | 
		Search Exp | 
		
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		Received no results | 
		
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		Results were not relevant | 
		
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		Not sure what words to use | 
		
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		Search speed was too slow | 
		
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		Search results not organized | 
		
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		Other, please specify | 
		BB | 
		
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		| EDO02677 | 
		BB | 
		Please describe your search experience. | 
		
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		Text area,  no char limit | 
		Single | 
		Y | 
		Skip Logic Group | 
		OE_Search Exp | 
		
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		| EDO02673 | 
		
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		Please select your age range. | 
		17 or under | 
		
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		Radio button,  one-up vertical | 
		Single | 
		N | 
		
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		18-24 | 
		
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		25-34 | 
		
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		35-44 | 
		
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		45-54 | 
		
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		55-64 | 
		
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		65+ | 
		
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		| EDO02674 | 
		
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		Please select your gender: | 
		Male | 
		
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		Radio button,  one-up vertical | 
		Single | 
		N | 
		
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		Female | 
		
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		| EDO02675 | 
		
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		If you could identify one improvement to this site, what improvement would you suggest? | 
		
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		Text area,  no char limit | 
		Single | 
		N | 
		
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		red & strike-through:  DELETE | 
		
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		underlined & italicized: RE-ORDER | 
		
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		| MID: x4BUINAZdIkRh8IxYQVBxw== | 
		
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		pink: ADDITION | 
		
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		| Date: | 
		4/23/2010 | 
		
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		blue + -->: REWORDING | 
		
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		|  CUSTOM QUESTION LIST | 
		
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		QID (Group ID) | 
		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  | 
		
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		| EDO02654 | 
		
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		How frequently do you visit this site? | 
		This is my first time | 
		
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		Radio button,  one-up vertical | 
		Single | 
		Y | 
		
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		Daily | 
		
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		Weekly | 
		
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		Monthly | 
		
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		Several times a year or less | 
		
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		| EDO02655 | 
		
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		Which of the following best describes your role in visiting this site today?   (Check all that apply) | 
		Depending on which persona is selected below, go on to the question(s) marked in the 1st column with  "C," "D," or "F." | 
		
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		Y | 
		Skip Logic Group | 
		
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		Veteran | 
		 C, D | 
		Text area,  no char limit | 
		Open | 
		
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		Active duty | 
		C, D | 
		
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		Reservist or National Guard member who has never been mobilized for Federal service | 
		D | 
		
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		Survivor/dependent of a service member or veteran | 
		D | 
		
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		Employer | 
		D | 
		
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		Lender | 
		F | 
		
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		Real Estate Professional | 
		F | 
		
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		Mortgage Servicer | 
		F | 
		
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		School Certifying Official | 
		D | 
		
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		Other, please specify | 
		A,D | 
		
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		| EDO02656 | 
		A | 
		Please tell us who you are. | 
		
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		Text area,  no char limit | 
		Single | 
		N | 
		Skip Logic Group | 
		
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		| EDO02657 | 
		C | 
		Are you a disabled service member/veteran? | 
		Yes | 
		
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		Radio button,  one-up vertical | 
		Single | 
		Y | 
		Skip Logic Group | 
		
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		| EDO02658 | 
		D | 
		What were you trying to accomplish on this site? | 
		Apply for benefits | 
		
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		Checkbox,  one-up vertical | 
		Multi | 
		Y | 
		Skip Logic Group | 
		
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		Find a school | 
		
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		Find a form | 
		
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		Find a publication or manual | 
		
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		Find out what programs VA offers | 
		
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		Learn about a specific program I'm interested in | 
		
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		Check to see if I'm eligible for a specific benefit | 
		
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		Find out about benefits for my dependents | 
		
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		Find out about my life insurance benefits | 
		
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		Contact the Veterans Information Portal (VIP) help desk | 
		
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		Find Home Loans Certificate of Eligibility Information | 
		
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		Find Information About Specially Adapted Housing | 
		
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		Find a Specially Adapted Housing Agent | 
		
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		Certify student benefits | 
		
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		Other, please specify | 
		DD | 
		
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		| EDO02659 | 
		DD | 
		What else were you trying to accomplish? | 
		
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		Text area,  no char limit | 
		
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		Y | 
		Skip Logic Group | 
		
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		| EDO02660 | 
		F | 
		What were you trying to accomplish on this site? | 
		Apply for Lender Appraisal Processing  | 
		
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		Checkbox,  one-up vertical | 
		Multi | 
		Y | 
		Skip Logic Group | 
		
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		Find a Regional Loan Center (RLC) | 
		
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		Frequently Asked Questions | 
		
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		Find the Lender's Handbook | 
		
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		Find Homes for Sale | 
		
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		Find Loan Limits | 
		
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		Contact the Veterans Information Portal (VIP) help desk | 
		
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		Other, please specify | 
		FF | 
		
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		| EDO02661 | 
		FF | 
		What else were you trying to accomplish? | 
		
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		Text area,  no char limit | 
		
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		Y | 
		Skip Logic Group | 
		
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		| EDO02662 | 
		
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		Which section of the VBA site did you primarily visit today?  | 
		Education Benefits (GI Bill) | 
		
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		Radio button,  one-up vertical | 
		Single | 
		Y | 
		Skip Logic Group | 
		
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		Compensation and Pension | 
		
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		Vocational Rehabilitation | 
		
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		Home Loans | 
		
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		Survivors' Benefits | 
		
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		Life Insurance | 
		
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		VBA Manuals and Publications  | 
		
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		Benefits Reports  | 
		
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		Other, please specify | 
		A | 
		
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		| EDO02663 | 
		A | 
		What other section of this site did you primarily visit? | 
		
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		Text area,  no char limit | 
		Single | 
		Y | 
		Skip Logic Group | 
		
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		| EDO02676 | 
		
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		How did you get to the section of the site you needed? | 
		Top navigation menu | 
		
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		Dropdown (Select-one) | 
		Single | 
		Y | 
		OPS Group | 
		
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		Links within the benefits homepage | 
		
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		Used search on the VA website | 
		
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		Used a 3rd party search (i.e. Google or Yahoo) | 
		
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		Link from another website | 
		
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		Other, please specify | 
		A | 
		
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		| EDO02664 | 
		A | 
		How else did you find the section you needed? | 
		
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		Text field,  <100 char | 
		Single | 
		Y | 
		OPS Group | 
		
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		| EDO02665 | 
		
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		Did you accomplish what you wanted to on this site? | 
		Yes | 
		
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		Radio button,  one-up vertical | 
		Single | 
		Y | 
		Skip Logic Group | 
		
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		 I wasn’t planning to accomplish anything in particular | 
		
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		 No, I wanted to: | 
		A,B | 
		
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		| EDO02666 | 
		A | 
		No, I wanted to: | 
		
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		Text area,  no char limit | 
		Single | 
		Y | 
		Skip Logic Group | 
		
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		| EDO02667 | 
		B | 
		What will you do next? | 
		Nothing, although I did not find/complete what I wanted | 
		
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		Radio button,  one-up vertical | 
		Single | 
		Y | 
		Skip Logic Group | 
		
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		Try the site again later | 
		
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		Call a VA toll free number | 
		
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		Visit a VA facility | 
		
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		Try to contact VA by e-mail | 
		
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		Other (please specify) | 
		C | 
		
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		| EDO02668 | 
		C | 
		What else will you do next? | 
		
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		Text area,  no char limit | 
		Single | 
		N | 
		
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		| EDO02669 | 
		
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		What was the primary way you looked for information on the VA pages? | 
		Navigated (used links to information) | 
		A | 
		Radio button,  one-up vertical | 
		Single | 
		Y | 
		Skip Logic Group | 
		Primarily Navigate | 
		
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		Used Search | 
		B | 
		
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		| EDO02670 | 
		A | 
		How would you describe your navigation experience? (Select all that apply) | 
		Had no difficulty | 
		
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		Checkbox,  one-up vertical | 
		Multi | 
		Y | 
		Skip Logic Group | 
		Nav Exp | 
		
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		Too many links | 
		
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		Too few links | 
		
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		Links/labels are difficult to understand | 
		
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		Often could not determine the best link | 
		
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		Links did not take me where I expected | 
		
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		Could not get started or did not know where to begin | 
		
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		Had technical difficulties (e.g. broken links, error messages) | 
		
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		Navigated to general area but could not find specific content | 
		
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		Could not navigate back to previous information | 
		
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		Other, please specify | 
		AA | 
		
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		| EDO02671 | 
		AA | 
		Please describe your navigation experience. | 
		
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		Text area,  no char limit | 
		Single | 
		Y | 
		Skip Logic Group | 
		OE_Nav Exp | 
		
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		| EDO02672 | 
		B | 
		Please tell us about your search experience. (Select all that apply) | 
		Search results were helpful | 
		
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		Checkbox,  one-up vertical | 
		Multi | 
		Y | 
		Skip Logic Group | 
		Search Exp | 
		
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		Received no results | 
		
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		Results were not relevant | 
		
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		Not sure what words to use | 
		
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		Search speed was too slow | 
		
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		Search results not organized | 
		
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		Other, please specify | 
		BB | 
		
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		| EDO02677 | 
		BB | 
		Please describe your search experience. | 
		
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		Text area,  no char limit | 
		Single | 
		Y | 
		Skip Logic Group | 
		OE_Search Exp | 
		
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		| EDO02673 | 
		
  | 
		Please select your age range. | 
		17 or under | 
		
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		Radio button,  one-up vertical | 
		Single | 
		N | 
		
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		18-24 | 
		
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		25-34 | 
		
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		35-44 | 
		
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		45-54 | 
		
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		55-64 | 
		
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		65+ | 
		
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		| EDO02674 | 
		
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		Please select your gender: | 
		Male | 
		
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		Radio button,  one-up vertical | 
		Single | 
		N | 
		
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		Female | 
		
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		| EDO02675 | 
		
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		If you could identify one improvement to this site, what improvement would you suggest? | 
		
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		Text area,  no char limit | 
		Single | 
		N | 
		
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