October 27, 2009 /
Citizen Satisfaction with Federal Websites Surges
The University of Michigan released a report today rating and ranking 104 federal government websites in terms of how well the satisfy citizens. The report is the well-known quarterly American Customer Satisfaction Index (ACSI) E-Government Index. Each of the 104 websites is given a score on the Index's 100-point scale.
The report shows that satisfaction with e-gov is at an all-time high, had the greatest quarter-over-quarter increase since the study was founded 6 years ago, and that many individual government websites are outperforming private sector stalwarts like Amazon and Google in terms of customer satisfaction.
"The increase in e-government satisfaction also brings government more into pace with the private sector. While the e-government aggregate (75.2) still significantly trails private sector industries like portals and search engines (83) and e-retail (82), e-gov outperforms the online news and information industry aggregate (74), online brokerage and investment (74), and just edges out the online travel industry (75)."
The top score of 91 went to the Social Security Adminstration's (SSA's) retirement estimator. You can get to that website by going to www.ssa.gov/estimator
To download a free copy of the full report, please visit www.ForeSeeResults.com. To follow discussion about the report on Twitter, please visit #ACSI.