EU: Top of the Web - User Satisfaction and Usage, Survey of eGovernment services

This survey, commissioned to assess progress made under the eEurope action plan 2005 in the field of eGovernment, covered 48,228 users (19,896 replies from citizens and 28,332 from businesses). It provides an extensive snapshot of general user satisfaction with public services provided online by measuring perceptions of their usability, benefit and value. According to the survey, 90% of users appreciate the quality of services offered electronically and over 60% are very satisfied with these services. The most commonly reported benefits are saving time and gaining flexibility.

http://europa.eu.int/information_society/activities/egovernment_research/doc/top_of_the_web_report_2004.pdf