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2011 NSW Ombudsman website survey

Section 1: Our website and awareness

Q1. In what capacity do you use our website?

Select as many as appropriate

	General public
	Community worker
	Lawyer / Solicitor / Legal professional
	Student / teacher
	Media
	Government stakeholder
	I work for another complaint handling agency
	I'm employed by Ombudsman
	Other (please specify)

Q2. How did you find out about our website?

Select as many as appropriate

	Search engine eg Google, Yahoo
	White pages
	Received email
	Saw it on a brochure, poster or sign
	Heard about it at an event
	Link from another website
	Article (e.g. magazine, newsletter or newspaper)
	Radio
	A friend / colleague / family member
	Staff member
	Own knowledge
	Other (please specify)

Q3. On average, how often do you visit our website?

Please select one

	I have only visited the site once in the past
	About once or twice a year
	About once every 3 months
	About once a month
	More often than once a month
	Not sure / don't know

Q4. Why did you visit our website during your most recent visit?

Select as many as appropriate

	Learn more about our office
	Find our contact details
	Find out how to make a complaint
	To make an online complaint
	To register for training
	To order publications
	To access our publications
	Researching a project, topic or issue
	Other (please specify)

Q5. Did you find what you were looking for on our website, during your most recent visit?

	No
	Somewhat / only to some extent
	Yes

Q5b. What, if anything, could have made your task easier to complete today?

Please select one

	I had no problems and the information was useful
	Navigation needs improvement, e.g. it is difficult to get around the site / I got confused / lost etc.
	The complaint form is difficult to use or too long
	The appearance of the text and pages needs improvement e.g. the text is too small, pages too long
	Translated information is difficult to access e.g. I couldn’t download PDFs, I couldn’t find information
	Site search needs improving e.g. it was difficult to use / returned irrelevant results
	Improve accessibility e.g. for screen readers, provide information in non text formats such as audio
	Other (please specify)

Q6. Which areas of our website did you use during your most recent visit?

Select as many as appropriate

	Front / home page
	Contact details
	About us
	What's new
	Complaints
	Guidelines for agencies
	Publications
	Training and workshops
	FAQ's
	Links
	Other (please specify)

Q7. How would you rate your satisfaction with the areas of the site that you used?

Please select one option for each row	Not satisfied	Somewhat satisfied	Neutral	Satisfied	Very satisfied
Front / home page
Contact details
About us
Complaints
Guidelines for agencies
Publications
Training and workshops
FAQ’s
Links

Q8. How would you rate your satisfaction with the following features on our website?

Please select one option for each row	Not satisfied	Somewhat satisfied	Neutral	Satisfied	Very satisfied
Ease of understanding the main site categories (About us, Making a complaint etc)
Ease of generally navigating the site / getting around the site
Visual appearance
Site search tool

Q9. How would you rate your satisfaction with the information and resources?

Please select one option for each row	Not satisfied	Somewhat satisfied	Neutral	Satisfied	Very satisfied
Ease of understanding the site terminology and information
Quality of information
Relevance of information
Currency of information

Q10. Overall, how would you rate your satisfaction with our website?

Please select one option	Not satisfied	Somewhat satisfied	Neutral	Satisfied	Very satisfied

Q11. Do you have any further feedback on the site or recommendations for improving our website?

Section 2: Demographics

Q12. Excluding today, when was the last time you used the Internet (including email)?

	Yesterday
	During the past week
	During the past month
	In the past 12 months
	More than a year ago

Q13. From where do you usually access our website?

Select as many as appropriate

	Home
	Work
	Place of study
	Internet cafe
	Smart phone
	Community centre
	Library or public access
	Other (please specify)

Q14. Is a language other than English regularly spoken in your household?

	No
	Yes

(If yes) What other language/s do you speak at home?

Q15. Are you of Aboriginal or Torres Strait Islander origin?

	Aboriginal
	Torres Strait Islander

Q16. Do you consider yourself to have any of the following disabilities?

Select as many as appropriate

	Physical disability
	Hearing impairment
	Sight impairment
	Speech impairment
	None of the above
	Prefer not to answer

Q17. Are you male or female?

	Male
	Female

Q18. Which of the following age groups do you belong?

	Under 14
	14-17
	18-24
	25-29
	30-34
	35-39
	40-44
	45-49
	50-54
	55-59
	60 or above
	Prefer not to disclose

We are currently redeveloping our website.

To help us, we are seeking your views on why you visited our site, how easily you found the information you needed and what gaps there might be.

If you are happy for us to contact you to discuss the survey, please include your name and email address.

Name (optional)

Email (optional)

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Site last modified: 25 February 2011