February 14, 2018

E-Government Satisfaction Dips Slightly In New Benchmark From ForeSee, Should Feds Be Concerned?


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ANN ARBOR, Mich. (Feb 14, 2018) – ForeSee, the pioneer in Voice of Customer (VOC) solutions, released its 2017 Q4 report examining citizens’ experience with federal e-government today. Findings in the 58th edition of the ForeSee Experience Index (FXI): E-Gov indicate that citizen experience (CX) with federal websites has dipped to 75.5 (on the study’s 100-point scale), representing a decrease of nearly half a point (0.4) compared to the previous quarter.

“ForeSee’s Q4 2017 benchmark confirms that citizens truly appreciate when government listens to what people need and delivers quality content and online services,” said Dave Lewan, author of the E-Gov report and Vice President at ForeSee. “For nearly fifteen years, the ForeSee Experience Index has chronicled the citizen experience of more than one million participants, serving as an important benchmark for agencies to evaluate the success and performance of their online government initiatives.”

Key findings from the Q4 2017 E-Gov index include:

  • The most improved satisfaction scores include U.S. Defense Logistics Agency (dla.mil) up 8 points to 59, and U.S. Department of the Treasury Office of Financial Stability (treasury.gov/initiatives/financial-stability) up 7 points to 69.
  • People who had a great experience on a federal government site this quarter are twice as likely (95%) to use the website as a primary resource, with 114% more likely to recommend the website to a friend or family member.
  • Social Security Administration’s “Extra Help with Medicare Prescription Drug Plan Costs” remains in the top spot again this quarter, with the highest satisfaction of sites measured with a score of 91.

The ForeSee Experience Index: E-Gov is a comprehensive reflection of the citizen experience with Federal Government websites. ForeSee collected and measured more than 200,000 responses across nearly 100 Federal Government websites and mobile sites and apps this quarter. Now in its 14th year, this marks the 58th consecutive quarter that ForeSee has reported on the state of e-government citizen experience. Download the Q4 2017 FXI: E-Government report.

To share insights on how the public sector can increase satisfaction and lower costs by leveraging CX, ForeSee will host a free, live webinar on Wednesday, March 7th at 2:00 pm ET. For more information and to register for the webinar, visit https://learn.foresee.com/how-agencies-public-sector-can-lower-costs-leveraging-cx. The event will be recorded and available for on-demand viewing at the same address 24 hours after the scheduled live event.

About ForeSee

Founded in 2001, ForeSee is the pioneer of voice of customer (VOC) solutions that measure and improve the customer experience. ForeSee CX Suite is powered by the only proven causal model that accurately connects CX improvements to business outcomes, empowering business leaders with strategic and tactical CX decisioning. Thousands of leading organizations in retail, financial services, energy and utilities, and the public sector rely on ForeSee to give certainty to their CX initiatives. Visit www.foresee.com to learn more or schedule a demo.

About the Author

As a pioneer in customer experience analytics, Verint delivers superior technology and proven methodology to connect the customer experience to the bottom line. The result is better business for companies and a better experience for consumers.

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