Check out today's American Customer Satisfaction Index (ACSI) quarterly E-Government Satisfaction Index from the University of Michigan (108 federal websites are in the Index, and the data was comprised of more than 238,000 surveys).
The good news is that customer satisfaction with e-gov is up 0.7% to 72.9 on the ACSI's 100-point scale. That may seem a small improvement, but it marks the reveral of a trend that was a year in the making. More good news: a record number of sites (23) had scores of 80 or higher, generally considered the threshold for excellence.
The top five scoring sites were:
- Social Security Administration: Help with Medicare Prescription Drug Plan Costs (88)
- Social Security Administration: Internet Social Security Benefits Application (87)
- Department of Defense: America Supports You (87)
- National Library of Medicine, NIH MedlinePlus (85)
- National Institutes of Health: National Institute of Diabetes and Digestive & Kidney Diseases (85)
Also interesting: citizens are more satisfied with e-gov than they are with offline government services, though e-gov still lags behind the private sector in terms of online satisfaction.
Since the proof is in the pudding, we ran the numbers to find out how satisfaction improves loyalty and right-channeling, and we found that highly satisfied citizens are significantly more likely than dissatisfied citizens to use a government website as a primary resource, recommend it to others and return to the site. A satisfied customer is:
- 84% more likely to use the site as a primary resource;
- 82% more likely to recommend the site to others; and
- 56% more likely to return to the site.
Check out the report itself for four great case studies that show what some federal websites have done to incorporate voice of citizen into website development in order to increase satisfaction.
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