November 06, 2014

ForeSee E-Government Satisfaction Index: Satisfaction Scores Continue Steady Climb

Social Security Administration and Other Public-Sector Organizations Remain on Top and Outperform Amazon and Apple in Satisfying Digital Users

ANN ARBOR, MI (November 6, 2014)—ForeSee, Answers Corporation’s customer experience analytics solution, today released the 2014 third-quarter E-Government Satisfaction Index, a critical examination of the success of the U.S. government’s online initiatives. The latest report includes citizen satisfaction scores for more than 100 federal websites, comparisons to private-sector satisfaction scores and details on citizens’ expectations for federal mobile sites.

The E-Government Satisfaction Index is a comprehensive reflection of citizens’ experiences with federal government websites and serves as a checkpoint for evaluating the performance of these sites. ForeSee’s proprietary methodology, which identifies key drivers of online satisfaction and quantifies their relationship to overall citizen satisfaction, has been proven to predict how citizens will behave in the future.

ForeSee collected more than 270,000 survey responses across 105 federal government websites for the 2014 third-quarter E-Government Satisfaction Index and rated agencies on a 100-point citizen satisfaction scale. A score of 80 or higher is considered the threshold for excellence at which a site meets and exceeds citizen expectations.

Key findings included:

  • E-government outperformed private sector; several Social Security Administration (SSA) sites ranked higher in citizen satisfaction than Apple or Amazon websites—Average citizen satisfaction for e-government was 75 on the study’s 100-point scale, up from 74.8 in Q2 2014. Two websites from the Social Security Administration continue to lead the pack—Extra Help with Medicare Prescription Drug Plan Costs (90) and SSA Retirement Estimator (90). These sites outperformed some of the top ACSI-measured private sector sites such as Mercedes-Benz (88), Amazon (88), Apple (87) and FedEx (85) in satisfaction.
  • Mobile e-government satisfaction down—According to the ForeSee Mobile Federal Government Benchmark, the aggregate satisfaction score for visitors using federal mobile and app sites decreased to 78 in Q3, down from 79 in Q2 2014. 2014 still exemplifies a positive trend, as mobile satisfaction is up from 77 in Q1. The rise in mobile citizen satisfaction is promising for government agencies as more consumers utilize mobile devices to access information. According to The Pew Institute, some 28% of registered voters have used their cell phone this year to keep up with news relating to the midterm elections.
  • Government e-commerce sites achieved highest satisfaction scores—E-commerce and transactional websites remained the top-scoring category in this Index, recording a score of 80, up from 79 last quarter. The SSA continued to lead with six out of its seven websites leading this category, with scores ranging from 83 to 90.

“For more than 10 years, ForeSee has been measuring and reporting on citizen satisfaction with the digital government experience,” said Dave Lewan, Vice President, ForeSee. “Today, we help agency leaders understand performance from the citizen’s perspective across all touch points and leverage our proven methodology to learn more about the citizens they serve, and where to invest limited time, money and resources to improve the overall experience.”

A complete list of citizen satisfaction scores for individual federal government websites across E-Commerce and Transaction, News and Information, Portals and Department Main, and Careers and Recruitment categories can be viewed in ForeSee’s latest report: 2014 third-quarter E-Government Satisfaction Index.


About Answers Corporation

Answers’ mission is to empower consumers, brands and organizations by connecting them with the information they need to make better-informed decisions. The Answers Platform leverages the sizable reach of top-10 Q&A site Answers.com (source: Quantcast), along with its leading cloud-based solutions from ForeSee, Webcollage and ResellerRatings, to enable businesses and organizations to engage with customers at every interaction point, drive investment decisions from customer insights and deliver content that powers the customer experience. Answers is headquartered in St. Louis with offices in Ann Arbor, New York City, Silicon Valley, Cleveland, London, Vancouver and Tel Aviv. For Answers, visit answers.com.

About the Author

Eric drives ForeSee’s marketing strategy, working closely with the company’s product, client service, and sales teams to infuse innovation and operational excellence into its offerings. Since joining ForeSee in 2004, he has contributed to the organization’s strategic growth, particularly providing leadership around mobile solutions. He is the author of several of the company’s thought leadership studies, including the 11th annual ForeSee Experience Index (FXI) and the American Employee Study. Eric is a frequent speaker on customer experience analytics, and marketing best practices. He is a board member of the Digital Analytics Association (DAA) and an adjunct professor of mobile marketing at the University of California, Irvine Extension. Previously, he worked as a web analyst, multichannel strategy consultant, usability specialist and focus group moderator. Eric is a graduate of the University of Michigan.

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