Table 2.
Standardized questions used in the American Customer Satisfaction Index (ACSI) survey methodology
| Category | Question* |
| Please rate the following on a 10-point Likert scale. | |
| 1 = poor, 10 = excellent | |
| Site Performance | Speed of loading the page on this site? Consistency of speed on this site? Reliability of site performance on this site? |
| Search | Usefulness of search results on this site? Provides comprehensive search results on this site? Organization of search results on this site? Search features help you narrow the results on this site? |
| Privacy | Ability to limit sharing of your personal information on this site? Amount of personal information you are asked to submit on this site? Site’s commitment to protecting your personal information? |
| Navigation | Number of steps to get where you want on this site? Ability to find information you want on this site? Clarity of site map or directory? Ease of navigation on this site? |
| Look and Feel | Ease of reading this site? Clarity of site organization? Clean layout on this site? |
| Functionality | Usefulness of the information provided on this site? Convenience of the information on this site? Ability to accomplish what you wanted to on this site? |
| Content | Accuracy of information on this site? Quality of information on this site? Freshness of content on this site? |
| 1 = very low, 10 = very high | |
| Satisfaction | What is your overall satisfaction with this site? How well does this site meet your expectations? How does this site compare to your idea of an ideal Website? |
| 1 = very unlikely, 10 = very likely | |
| Primary Resource | How likely are you to use this site as your primary resource for health information? |
| Recommend | How likely are you to recommend this site to someone else? |
| Likelihood to Return | How likely are you to return to this site? |
*These standardized questions are taken from the ACSI online customer survey as used in this study.