ForeSee Results Reports on User Satisfaction with Federal Government Web Sites

ForeSee Results recently reported that citizen satisfaction with federal government web sites improved for the first time in a year, according to the University of Michigan’s American Customer Satisfaction Index (ACSI) E-Government Satisfaction Index.  The study also found that improvements in satisfaction could save tax dollars as citizens migrate to the web-channel as a primary resource, and away from more expensive channels like call centers.  Satisfied users of government websites are:

• 84% more likely to use the web as a primary resource for information or transactions;
• 82% more likely to recommend the website; and,
• 56% more likely to return to the site than dissatisfied citizens.

ForeSee reported that the highest-scoring federal website continues to be Help with Medicare Prescription Drug Plan Costs (https://secure.ssa.gov/apps6z/i1020/), with a score of 88 on the ACSI’s 100-point scale.  The site has been at the top of the Index in each quarterly report for the last two years.

"What it does, is it takes a very difficult and confusing process and makes it easier for people to understand," Larry Freed, CEO of ForeSee Results, said in an interview. "They're really providing a value to people to understand what's going on. Even though it's not the prettiest site to look at, it seems to meet the needs of its users. And that's what it comes done to - meeting customers' needs."