According to the latest E-Government Satisfaction index, highly satisfied website visitors were 89 percent more likely to use the website as a primary resource (versus a more costly channel like the contact center) and 59 percent more likely to put their trust behind the agency. For mobile, those that were highly satisfied with their experience were 84 percent more likely to return to the site or app and a whopping 124 percent more likely to recommend it to others. As mentioned often, a great mobile experience matters!
This is the 52nd consecutive quarter ForeSee has indexed over 100 federal government websites in the United States using its patented and systematic approach to customer experience measurement.
Read the report to find out which organizations are getting it right, and where changes can be made to drive outcomes that are good for both citizens and government.