Despite this year’s turbulent election season, citizen satisfaction with online government remains relatively unchanged, according to the latest ForeSee E-Government Satisfaction Index. Additionally, highly satisfied website visitors were 89% more likely to use the website as a primary resource (versus a more costly channel like the contact center) and 57% more likely to put their trust behind the agency. For mobile, those that were highly satisfied with their experience were 80% more likely to return to the site or app and a whopping 119% more likely to recommend the site or app!
This is the 53rd 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.