Fed Website Scores Fall in Customer Satisfaction Index
Trudy Walsh writes on GCN.com:
The malaise that is permeating consumer confidence is now seeping further into citizens' attitudes toward federal Web sites.More here.
This is one of the findings of the latest American Customer Satisfaction Index (ACSI) E-government Satisfaction Index, released today by the University of Michigan. For the third consecutive quarter, citizen satisfaction with federal Web sites has decreased.
"These are trying times for the American consumer," said Claes Fornell, professor and head of ACSI at the University of Michigan. "Customer satisfaction is declining overall, and the government isn't doing any better. Citizen satisfaction with e-government is now slipping like everything else."
posted by Fergie @ 3/18/2008 11:51:00 AM
1 Comments:
www.business.gov is bucking this trend and has been on a consistent upsurge in user satisfaction. Business.gov has made significant strides to increase ACSI scores by providing added value to the American small business owner (AKA decrease the time spent searching for government business information). The site now serves as a hyperaggregater for federal, state and local business information for the small business owner. SEO analysis, usability studies, Google search, Google maps, mash ups, and more have doubled site traffic and increased ACSI scores in a short 6 months. Total customer satisfaction rose from 70% to 72%. Content scores rose from 73% to 77%. Scores for Functionality, Look and Feel Navigation rose three points each -
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