Satisfaction with e-Gov Slips
- Citizen satisfaction with e-gov slips quarter over quarter. After three consecutive quarters of very high and fairly steady e-government satisfaction scores, satisfaction slips in the second quarter of 2010 to 74.7 from 75.1 on the ACSI’s 100-point scale. The fall can be attributed to decreased satisfaction with portal/main sites. Satisfaction with 47% of the sites included in this category declined from the previous quarter, and the declines were larger than the gains, on average.
- Satisfaction with e-gov is up year over year, despite the slight decline this quarter. The overall trend in scores is positive, but that is dependent on agencies maintaining and improving the online channel to meet citizens’ needs. Increased satisfaction will result as sites analyze and improve the aspects that have the greatest impact on satisfaction.
Tags: Foresee, customer satisfaction, egov
Tools & Resources
© 2012 Created by GovLoop.
