Citizen satisfaction with federal government websites improves for a second consecutive quarter on the American Customer Satisfaction Index (ACSI) E-Government Satisfaction Index, released today from the University of Michigan and e-gov sponsor ForeSee Results. According to the third quarter report, citizen satisfaction with federal websites improves 1.4% to 73.9 on ACSI’s 100-point scale, making it one of the highest scoring quarters since the Index was launched in 2003.
More websites are improving over time than declining, and 25% of sites measured score 80 or higher on the ACSI’s 100-point scale, which is considered the threshold for superior satisfaction. Furthermore, the study finds that highly satisfied citizens are considerably more likely to recommend or return to the website or use it as the primary channel for interaction with the government, which saves time and taxpayer dollars.
“E-government is smart government,” said Larry Freed, president and CEO of ForeSee Results and author of the report. “It’s a win-win proposition because consumers prefer the convenience of a mouse click, and government will benefit from improved efficiency, cost-savings, accountability, and transparency.”
The study investigates which elements of the website have the most impact for improving satisfaction and finds that search is the top priority for an incredible 96% of e-government sites with a search function. Functionality is a top priority for 57% of sites, and navigation for 37% of sites.
The study also measures satisfaction by functional category: e-commerce /transactional sites (+1.6% to 78.2), career/recruitment sites (+0.9% to 77.3); department/main sites (-0.5% to 73.3); and news/information sites (+1.1% to 73.3). As with previous quarters, e-commerce/transactional sites continue to top all functional categories, and many government sites in this category rival the satisfaction levels of private sector e-commerce sites.
“E-commerce and transactional sites may have higher satisfaction than other functional categories because it is easier to define success: were you able to execute your task? But for information sites or department sites, the question more often is: could you find what you were looking for?” said Errol Hau, senior director of government markets at Foresee Results. “Improving search could certainly help those sites close the gap.”
“Amidst all this economic and financial uncertainty, where the federal government has promised a massive capital injection to bailout some of the nation’s financial institutions and banks, an investment in e-government makes good sense,” said Claes Fornell, head of ACSI at the University of Michigan. “The research shows that improving citizen satisfaction will improve adoption and recommendation, and anything that can improve the efficiency of government will help offset expenditure.”
ABOUT THE ACSI
The American Customer Satisfaction Index (ACSI) is the only uniform, national, cross-industry measure of satisfaction with the quality of goods and services available in the United States. In 1999, the Federal government selected ACSI to be a standard metric for measuring citizen satisfaction. Over 100 Federal government agencies have used ACSI to measure citizen satisfaction of more than 200 services and programs. The Index is produced by the University of Michigan, in partnership with the American Society for Quality (ASQ) and CFI Group, an international consulting firm. ForeSee Results sponsors the e-government index.
ABOUT FORESEE RESULTS, INC.
ForeSee Results is the market leader in online customer satisfaction measurement and management and specializes in converting satisfaction data into user-driven web development strategies. Using the methodology of the University of Michigan’s American Customer Satisfaction Index (ACSI), ForeSee Results has created a model that scientifically quantifies the elements that drive online customer satisfaction and predicts future behaviors, including the likelihood to return to the site or recommend the site to others. A sponsor of the ACSI e-government, e-business, and e-retail reports, ForeSee Results, a privately held company located in Ann Arbor, Michigan, can be found online at www.ForeSeeResults.com.
ABOUT THE FEDERAL CONSULTING GROUP
The Federal Consulting Group, a franchise of the Department of the Treasury, serves as the executive agent in the government for the American Customer Satisfaction Index (ACSI). The FCG holds generic clearance from the Office of Management and Budget that enables agencies to utilize ACSI without having to obtain a separate clearance under the Paperwork Reduction Act to conduct customer satisfaction surveys. Agencies can participate in the ACSI through an arrangement between the Federal Consulting Group and ForeSee Results.
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Autor(en)/Author(s): Amanda Piasecki; Chaat Butsunturn
Quelle/Source: Business Wire, 28.10.2008