3 federal sites have top customer satisfaction

Spanish-language portals win two of three top scores

The U.S. Citizenship and Immigration Services agency's debut of a Spanish-language Web site a year ago has paid off with the top score for satisfaction among main federal departmental Web sites.

A ForeSee Results survey rated dozens of federal Web sites on a 100-point scale using the methodology of the American Customer Satisfaction Index. The sites that were graded included 32 Web sites considered to be main department sites, home pages or portals. The grades cover the second quarter of 2010.

USCIS' Spanish-language Web site and NASA’s home page tied for first place with a score of 83. Another Spanish-language Web site — the General Services Administration’s GobiernoUSA.gov — scored 82.


Related stories:

Citizenship agency launches interactive Web site

Satisfaction with government Web sites remains strong


All scores higher than 80 are considered excellent. For comparison’s sake, the study shows Netflix.com’s score to be 87 and Amazon.com’s to be 86.

Other federal Web sites that received top scores were:

  • The National Institute of Arthritis and Musculoskeletal and Skin Diseases' home page, with a score of 82.
  • The FBI's home page, at 81.
  • The National Cancer Institute's home page, at 81.
  • The National Park Service's home page, at 81.
  • The Centers for Disease Control and Prevention's home page, at 80.
  • USCIS' home page, at 80.

The lowest customer satisfaction scores among the departmental or portal e-government Web sites went to:

  • The Interior Department, at 55.
  • The Labor Department’s Office of Disability Employment Policy, at 65.
  • The Office of the National Coordinator for Health Information Technology, at 66.
  • The Environmental Protection Agency, at 66.
  • The Food and Drug Administration, at 67.
  • The Homeland Security Department, at 68.

About the Author

Alice Lipowicz is a staff writer covering government 2.0, homeland security and other IT policies for Federal Computer Week.

Featured

  • Defense
    Soldiers from the Old Guard test the second iteration of the Integrated Visual Augmentation System (IVAS) capability set during an exercise at Fort Belvoir, VA in Fall 2019. Photo by Courtney Bacon

    IVAS and the future of defense acquisition

    The Army’s Integrated Visual Augmentation System has been in the works for years, but the potentially multibillion deal could mark a paradigm shift in how the Defense Department buys and leverages technology.

  • Cybersecurity
    Deputy Secretary of Homeland Security Alejandro Mayorkas  (U.S. Coast Guard photo by Petty Officer 3rd Class Lora Ratliff)

    Mayorkas announces cyber 'sprints' on ransomware, ICS, workforce

    The Homeland Security secretary announced a series of focused efforts to address issues around ransomware, critical infrastructure and the agency's workforce that will all be launched in the coming weeks.

Stay Connected