Social Security Website Better Than Amazon, Google and Netflix!

Wow, what a headline.  And it's true.  At least from user's perspective.  We released the Q4 American Customer Satisfaction Index (ACSI) E-Government Satisfaction Index this week and the results were very good. 

Across over 100 Federal Government websites and over 250,000 visitors surveys, satisfaction with Federal Government websites registered a score of 75.2 on a scale of 0-100.  Equaling the highest score ever registered by the ACSI E-Gov Index last quarter.

But more impressive then that was 27% of the sites measured scored 80 or higher with the Social Security Retirement Estimator (www.ssa.gov/estimator) and Social Security iClaim online benefits application(www.socialsecurity.gov/applyonline) both scored 90.  To put that in perspective, in the last published ACSI results covering the e-business and e-commerce sectors included Amazon at 86, Google at 86 and Netflix at 85.

You can download the full report here or email me and I will send you a copy.

So does that mean the Social Security site is better than Amazon's, easier to use than Google's, has more functionality then Netflix?  Not necessarily.  But more importantly it means that visitors to the site are having a better experience and are more satisfied with the experience on the Social Security site.  The site is doing a better job compared to their expectations.

Now, I hear other self proclaimed experts go on and on about what sites are the best based on their personal opinion.  Not to say their opinion is worthless, but it is worth no more than any other site visitor.  In fact, most "experts" are not "normal" visitors.  Listen to your site visitors, measure their satisfaction and know their expectations.

Congratulations to the folks at the Social Security Administration and the rest of the sites that scored 80 and above, the threshold for a great performing site.

Comments

[Deborah]

Wow, that is impressive. Kudos to the SSA folks for all their hard work improving the process!

Larry, the link to the full report comes up as invalid. There looks to be an extra "http:" in the URL. Might want to update the link.

[Larry Freed]

Thanks. The link has been updated.

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Douglas Engelbart developed the concept of hypertext long before Berners-Lee and CERN. It became the core of the URL, which itself is the core of the World Wide Web. Berners-Lee does acknowledge Engelbart's contribution, but only barely. In March, 1986,

[vimax]

awesome headline. I would be wrote them on my blog.

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Thanks. The link has been updated.