Better Websites Equal Higher Satisfaction Rate for Government Sites reports Hyper 6
Ease of navigation and streamlined sites create positive responses from public
According to the report that was released in February by the American Customer Satisfaction Index, the satisfaction of citizens is up 2.2% to a total of 68.4% in 2012. That improved number can be attributed to the improved websites and overall website quality, along with the higher number of citizens that are opting to use the online services.
The new report comes of a system using a 0-to-100 scale that compiles responses from 1,500 who are surveyed in the fourth quarter of 2012. The index was first used by the University of Michigan's Ross School of Business and produced by ACSI LLC.
The level of satisfaction for citizens can vary greatly across federal departments. The U.S. Mint received a 95% satisfaction rating, while the Pension Benefit Guaranty Corporation's retiree program received a 89%. The Education Department's Free Application for Federal Student Aid online service had a 88%, and Small Business Administration's Office of Disaster Assistance loan programs for homeowners and renters all received high marks from those who were being surveyed.
The lowest scores were for the Federal Aviation Administration, Treasury Department's Bureau of Public Debt, and the Internal Revenue Service, which received a 42%, 46%, and 57% respectively.
The new research notes that the communications channels are highly important to the citizen's respective satisfaction. Even with a lower-performing agencies, communication is clearly key. Taxpayers who filed their payments or returns electronically were far more satisfied than those who manually filed papers, to the tune of 21% more satisfaction.
The government's e-communication channels matter to citizens, according to the E-Government Satisfaction Index, which ACSI and other analytic firms produce. Based on the nearly 300,000 surveys that the group was able to collect, the e-gov report includes over 100 websites.
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