If you ran a business and only 65 percent of your customers were satisfied, do you think you’d stay in business very long? That’s what a recent survey found from customers of many federal agencies, and their customers aren’t happy! In response, Cong. Henry Cuellar re-introduces his customer service enhancement bill. The annual federal customerRead… Read more »
We’ve been measuring satisfaction with federal websites since early 2002 and reporting it publicly every quarter since late 2003. That’s 27 consecutive reports, and believe me, the people here who analyze the data and put together those 27 reports would probably say it feels like 100. But the point is that while overall citizen satisfactionRead… Read more »
NOTE: This post is part of a series entitled Measuring Gov 2.0, But First Web 1.0 Analysis. You may also be interested in the first study in which I highlighted website measurement by the Brookings Institution. In 1999, the US government selected the American Customer Satisfaction Index (ACSI), which is produced by the University ofRead… Read more »