E-gov sites score high on user satisfaction survey

A quarterly survey of 22 federal e-government sites has rated their customer satisfaction higher than for some offline government functions.

The federal sites, however, received slightly lower scores than the national average of a general-purpose satisfaction index.

The survey covered 22 federal sites that use the American Customer Satisfaction Index developed by the University of Michigan.

On a 100-point scale, the first E-Government Satisfaction Index came in at 70.9. Offline government agencies scored an average of 70.2. The national customer-satisfaction index for all providers of goods and services was 73.8.

Federal sites surveyed included the FirstGov portal, four State Department sites, the Treasury Department’s main site, and the Corporation for National and Community Service’s AmeriCorps site and two other volunteer programs.

The highest-scoring federal site, the National Women’s Health Information Center run by the Health and Human Services Department, at www.4women.gov, had a satisfaction score of 83.

That the women’s health site scored higher than several prominent private sites and on a par with Amazon.com and the Google search engine indicates “how successful online government has already been in satisfying customers,” said Larry Freed, president of ForeSee Results Inc. of Farmington Hills, Mich.

Perceived trustworthiness gives dot-gov sites an advantage over the private sector, Freed said.
“In the sea of questionable sources on the Internet today, government information sources tend to provide stability, comfort and reliability sought after by Internet users everywhere,” Freed said.

ForeSee Results, the University of Michigan, the American Society for Quality and CFI Group of Ann Arbor, Mich., jointly conducted the survey. Freed’s company has provided customer-satisfaction survey software for several agencies.

Others that scored above average on the government survey were the Agriculture Department’s Economic Research Service site, State’s main and career Web sites, FirstGov, the Office of Disease Prevention and Health Promotion site at www.healthfinder.gov, NASA’s home page, and the NASA Education Program and Spacelink site.

About the Author

Connect with the GCN staff on Twitter @GCNtech.


  • Congress
    U.S. Capitol (Photo by M DOGAN / Shutterstock)

    Funding bill clears Congress, heads for president's desk

    The $1.3 trillion spending package passed the House of Representatives on March 22 and the Senate in the early hours of March 23. President Trump is expected to sign the bill, securing government funding for the remainder of fiscal year 2018.

  • 2018 Fed 100

    The 2018 Federal 100

    This year's Fed 100 winners show just how much committed and talented individuals can accomplish in federal IT. Read their profiles to learn more!

  • Census
    How tech can save money for 2020 census

    Trump campaign taps census question as a fund-raising tool

    A fundraising email for the Trump-Pence reelection campaign is trying to get supporters behind a controversial change to the census -- asking respondents whether or not they are U.S. citizens.

Stay Connected

FCW Update

Sign up for our newsletter.

I agree to this site's Privacy Policy.