Articles

Federal Web Site Scores Keep Rising

Citizen satisfaction with federal government Web sites surged to a new all-time high in the third quarter of 2009.

by / November 1, 2009

Citizen satisfaction with federal government Web sites surged to a new all-time high in the third quarter of 2009, according to the American Customer Satisfaction Index (ACSI) E-Government Satisfaction Index. The Index reached 75.2 on the ACSI's 100-point scale, an increase of 2.2 percent since the second quarter and 1.8 percent higher than one year ago. The previous high was reached in the fourth quarter of 2008. 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).