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E-government report from ACSI and ForeSee highlights mobile adoption rates, private sector comparisons and government healthcare site satisfaction
ANN ARBOR, Mich., Oct. 29, 2013 /PRNewswire-USNewswire/ -- ForeSee, the global leader in technology-driven customer experience analytics, today released the 2013 third-quarter E-Government Satisfaction Index in partnership with the American Customer Satisfaction Index (ACSI). The report revealed that federal government websites led their private sector counterparts in citizen satisfaction and that people increasingly turn to mobile devices to access the Internet.
The ACSI E-Government Satisfaction Index is a comprehensive reflection of citizens' experience with federal government websites and serves as a checkpoint for evaluating the success and performance of these websites. The methodology, which identifies key drivers of online satisfaction and quantifies their relationship to overall citizen satisfaction, has been proven to predict how citizens will behave in the future. On the 100-point citizen satisfaction scale, a score of 80 or higher is considered the threshold for excellence that is achieved when a site meets and exceeds citizen expectations.
"Measuring citizen satisfaction accurately predicts how likely people are to participate with the government website in the future and use the site as a primary resource," said Dave Lewan, vice president at ForeSee. "In recent years the federal government has invested significant time and resources in digital initiatives with the aim of providing more cost-efficient channels for communication – understanding that a positive experience will keep citizens coming back to the online functions rather than opting to use costlier channels such as branch locations or contact centers."
For the 2013 third-quarter ACSI E-Government Satisfaction Index, ForeSee collected more than 270,000 survey responses across 105 federal government websites. Key findings included
"E-government has outperformed the private sector according to the most recent ACSI study, but the federal government has failed to improve citizen satisfaction in the past four years with average scores hovering around 75," said Larry Freed, president and CEO of ForeSee. "As more citizens continue to access the Internet using mobile devices, mobile site improvement presents one of the best opportunities for the government organizations to improve citizen satisfaction and increase usage rates."
A complete list and analysis of citizen satisfaction scores for individual federal government websites across E-Commerce and Transaction, News and Information, Portals and Department Main, and Careers and Recruitment categories can be viewed in the third quarter ACSE E-Government Satisfaction Index.
As a pioneer in customer experience analytics, ForeSee continuously measures satisfaction across customer touchpoints and delivers critical insights on where to prioritize improvements for maximum impact. Because ForeSee's superior technology and proven methodology connect the customer experience to the bottom line, executives and managers are able to drive future success by confidently optimizing the efforts that will achieve business and brand objectives. The result is better business for companies and a better experience for consumers. Visit www.foresee.com for customer experience solutions and original research.
Sarah Allen-Short, 734-327-3852
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