Ann Arbor firm’s survey finds satisfaction with e-government dropping

ANN ARBOR — The customer experience analysis firm ForeSee found a sharp drop in citizen satisfaction with federal government services provided online.

The Ann Arbor company’s 58th edition of the ForeSee Experience Index E-Gov showed that citizen experience with federal websites has dipped to 75.5 on a 100-point scale, 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 15 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 percent) to use the website as a primary resource, with 114 percent more likely to recommend the website to a friend or family member.
* The 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 7 at 2 p.m. Eastern time. 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.

More about ForeSee at www.foresee.com.

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