November 15, 2017

ForeSee E-Government Benchmark Reveals Citizen Experience Dipped Slightly in Q3 2017


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ANN ARBOR, Mich. (November 15, 2017) — ForeSee, the leading provider of voice of customer (VOC) solutions for Federal Government, has released its 2017 Q3 report examining citizens’ experience with federal e-government, including benchmarks for desktop and mobile experiences. Findings in the 57th edition of the ForeSee Experience Index (FXI): E-Gov indicate that citizen experience (CX) with federal websites has dipped very slightly to 75.9 (on the study’s 100-point scale), representing a decrease of one tenth of a point (0.1) compared to the previous quarter.

“Our latest benchmark confirms that citizens value the content and online services that government provides,” said Dave Lewan, author of the ForeSee Experience Index (FXI): E-Gov and Vice President at ForeSee. “Delivering a great digital experience directly impacts the cost to serve, and that is something we think the proposed Federal Agency Customer Experience Act of 2017 can help address.”

The third quarter report shows that when a citizen has a great experience on federal government website, they are 88% more likely to use that site as their primary resource and 55% more likely to return to those sites. A focus on measuring citizen experience, and identifying the changes that will have the biggest impact, has the potential to deliver millions in cost savings. For example, one federal agency ForeSee partners with saw a 5% decrease in calls to its contact center after making improvements to its website that answered citizen questions more efficiently. The lowered call volume saved nearly $6 million annually.

Key findings from the Q3 2017 index include:

  • The most improved sites this quarter include the NOAA Satellite and Information Service (+7 to 74) and U.S. Marines ( + 5 to 83.
  • Social Security Administration’s “Extra Help with Medicare Prescription Drug Plan Costs” site took the top spot for most satisfied with a score of 91.
  • Citizen experience scores are down slightly, 0.1 point from 76 in Q2 2017, but up 0.6 overall for the year.

The ForeSee Experience Index: E-Gov is a comprehensive reflection of the citizen experience with Federal Government websites. It is a critical benchmark for evaluating the success and performance of the Federal Government’s online initiatives. ForeSee collected and measured more than 180,000 responses across 94 Federal Government websites and 23 mobile sites and apps this quarter.

Now in its fourteenth year, this marks the 57th consecutive quarter that ForeSee has reported on the state of e-government citizen experience. Download the Q3 2017 FXI: E-Government report.

About ForeSee

ForeSee pioneered customer experience intelligence in 2001 and has become a recognized leader in Voice of Customer (VOC) solutions. The award-winning ForeSee CX Suite helps more than 2,000 organizations worldwide transform their VOC programs into a strategic business discipline that delivers economic impact. Only ForeSee offers a rigorous scientific approach to customer experience measurement, access to an unmatched 200 million benchmarked experiences, and actionable insights from a team of expert analysts that give certainty to CX improvements. ForeSee is headquartered in Ann Arbor, MI and has offices in Washington, DC; New York; St. Louis; Cleveland; San Francisco; Vancouver; and London. For more information, visit

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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