ACSI e-government Satisfaction Index from ForeSee Results Shows Some e-gov Sites Outperform Private Sector and Far Surpass Satisfaction with Government Overall
ANN ARBOR, Mich., Jan. 25, 2011 /PRNewswire/ -- ForeSee Results today released the American Customer Satisfaction Index (ACSI) E-Government Satisfaction Index, showing that citizen satisfaction with federal government websites remains near its all-time high. Satisfaction with e-government slips slightly to 75.0 (on the ACSI's 100-point scale) but remains near the all-time high set in the third quarter of 2010. Of the 30 quarters that ACSI has been measuring e-government, three of the top five scores of all time occurred in 2010.
Satisfaction with federal websites (75.0) continues to outperform satisfaction with the federal government overall (65.4) by a large margin. So far, and especially over the last two years, the federal government is doing a better job of keeping pace with expectations online. However, as younger, internet-savvy citizens become a larger and larger segment of the population, satisfaction could stagnate or decline over time if federal website managers become complacent and don't continue to make improvements that matter to citizens.
"E-government has been a federal government success story, but it would be foolish to declare victory just yet," said Larry Freed, president and CEO of ForeSee Results. "There is a whole generation of 'digital natives' that have never known a world without the internet, and they will expect to interact with the government the only way they know how: online. Federal websites must continue to keep pace with constantly higher expectations."
Though e-government beats the overall federal government by a large margin in terms of customer satisfaction, it rates below its private-sector counterparts, as a whole.
E-GOV WEBSITES RIVAL PRIVATE SECTOR
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ACSI E-Government Categories
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Satisfaction
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ACSI Private Sector Categories
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Satisfaction
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E-Gov OVERALL , Q4 2010
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75
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E-Retail (Q4 2009)
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83
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E-Gov Transactional/E-Commerce Websites
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80
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Online Travel (Q4 2009)
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77
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E-Gov Career/Recruitment Sites
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78
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Online Brokerage (Q4 2009)
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78
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E-Gov Portals and Department Main Sites
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75
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Portals and Search Engines (Q2 2010)
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77
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E-Gov News and Information Sites
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74
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Online News (Q2 2010)
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74
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Social Media (Q2 2010)
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70
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E-gov news and information sites (74) tie satisfaction with private sector news and information sites. E-gov portals (75) rival satisfaction with private sector portals (77).
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Although the private sector scores better, on average, than federal websites, the best-scoring federal websites outperform the best-scoring private-sector websites.
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BEST E-GOV WEBSITES
Satisfaction Scores
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BEST PRIVATE-SECTOR WEBSITES
Satisfaction Scores
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SSA Retirement Estimator -- www.ssa.gov/estimator
90
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Netflix
87
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SSA iClaim -- www.socialsecurity.gov/applyonline
90
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Newegg.com
86
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SSA Help with Medicare Prescription Drug Plan Costs --
www.socialsecurity.gov/i1020
88
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Amazon.com, inc.
86
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HHS National Women's Health Information Center (NWHIC) main
website -- www.4woman.gov
86
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Overstock.com
82
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DOC National Oceanic and Atmospheric Administration main
website -- www.noaa.gov
85
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FoxNews.com
82
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DHS U.S. Citizenship and Immigration Services Espanol --
www.uscis.gov/portal/site/uscis-es
86
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Google.com
80
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Agencies have a lot to gain by providing a satisfying experience online. According to the report, citizens who are highly satisfied with a federal government website say they are 59% more likely to trust the government unit and 58% more likely to participate with the government than citizens who are less satisfied. Highly satisfied citizens also report being more likely to use the website as a primary resource, recommend it, and return to it. Providing a satisfying site experience leads to cost savings for the government, as citizens will turn to the website first rather than using other, costlier channels.
"Not only must the government do a better job satisfying citizens, but it will likely have to do so with fewer resources in the years ahead," said Professor Claes Fornell, head of the ACSI and author of The Satisfied Customer. "High unemployment, declining tax receipts and growing deficits are stretching government budgets thin. Much like private sector companies during the recession of 2008 and 2009, government must find innovative ways to provide better service with less."
More than 250,000 surveys were conducted during the fourth quarter of 2010 alone; more than one million citizen surveys were conducted in 2010 overall. There are 111 sites included in the Index this quarter.
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