recommended reading

Satisfaction with government websites inches up to a record high


Customer satisfaction with federal websites hit a new high in the second quarter of 2012, but remains slightly below the average for all online and offline businesses measured by the consultancy ForeSee, the company reported Tuesday.
The margins in both cases are so small as to be nearly nonexistent.
Average satisfaction with federal websites on the American Customer Satisfaction Index rose from its previous high of 75.5 of 100 in the second quarter of 2011 to 75.6 this quarter. The national ACSI score, which includes online and in-person satisfaction scores for ForeSee’s government and industry customers, is 75.9.
The average score has slowly risen from about 70 to about 75 since ForeSee began measuring agencies’ online satisfaction ratings in 2003, according to the company’s report. The average satisfaction score for government’s offline customer service is about 67.
ACSI scores are based on voluntary surveys offered to site visitors. The company collected about 300,000 surveys from people who visited federal websites during the second quarter of 2012.
The three highest scoring federal websites are specialized sites managed by the Social Security Administration, which all scored between 90 and 92. They are iClaim, a website for obtaining benefits; a retirement age estimator; and a site dedicated to Medicare prescription drug plan costs.

Threatwatch Alert

Thousands of cyber attacks occur each day

See the latest threats


Close [ x ] More from Nextgov

Thank you for subscribing to newsletters from
We think these reports might interest you:

  • Featured Content from RSA Conference: Dissed by NIST

    Learn more about the latest draft of the U.S. National Institute of Standards and Technology guidance document on authentication and lifecycle management.

  • PIV- I And Multifactor Authentication: The Best Defense for Federal Government Contractors

    This white paper explores NIST SP 800-171 and why compliance is critical to federal government contractors, especially those that work with the Department of Defense, as well as how leveraging PIV-I credentialing with multifactor authentication can be used as a defense against cyberattacks

  • Toward A More Innovative Government

    This research study aims to understand how state and local leaders regard their agency’s innovation efforts and what they are doing to overcome the challenges they face in successfully implementing these efforts.

  • From Volume to Value: UK’s NHS Digital Provides U.S. Healthcare Agencies A Roadmap For Value-Based Payment Models

    The U.S. healthcare industry is rapidly moving away from traditional fee-for-service models and towards value-based purchasing that reimburses physicians for quality of care in place of frequency of care.

  • GBC Flash Poll: Is Your Agency Safe?

    Federal leaders weigh in on the state of information security

  • Data-Centric Security vs. Database-Level Security

    Database-level encryption had its origins in the 1990s and early 2000s in response to very basic risks which largely revolved around the theft of servers, backup tapes and other physical-layer assets. As noted in Verizon’s 2014, Data Breach Investigations Report (DBIR)1, threats today are far more advanced and dangerous.


When you download a report, your information may be shared with the underwriters of that document.