Citizen Satisfaction with Federal Websites Stabilizes but Falls Short of Rebound.Quarterly ACSI ACSI Association of Christian Schools International ACSI American Customer Satisfaction Index ACSI Association Canadienne des Sciences de l'Information (French) ACSI American Communications Services, Inc. E-Government Satisfaction Index Shows Relationship Between High Satisfaction and Government Efficiency ANN ARBOR Ann Arbor, city (1990 pop. 109,592), seat of Washtenaw co., S Mich., on the Huron River; inc. 1851. It is a research and educational center, with a large number of government and industrial research and development firms, many in high-technology fields such as , Mich. -- The American Customer Satisfaction Index The American Customer Satisfaction Index (ACSI) is a leading indicator of consumer behavior, measuring the satisfaction of consumers across the U.S. economy. The ACSI interviews approximately 80,000 Americans annually and asks about their satisfaction with the goods and E-Government Satisfaction Index scores 73.6 for the second quarter, halting a drop in the first quarter that came after three consecutive quarterly gains. However, the Index didn't manage a rebound, matching last quarter's score, which is on a 100-point scale. "Our research shows that online satisfaction plays a critical role in the federal government's overall mission because it predicts the future behaviors from citizens that lead to more government efficiency," said Larry Freed, President and CEO (1) (Chief Executive Officer) The highest individual in command of an organization. Typically the president of the company, the CEO reports to the Chairman of the Board. of ForeSee Results, sponsor of the University of Michigan's ACSI E-Government Index. "The web is the most resource-efficient channel available to government, so it is imperative for federal agencies to optimize performance to encourage further adoption of the web channel." Citizens who are highly satisfied with a federal government website are 86% more likely to use the website as a primary resource, as opposed to other more costly channels. Also, they are 83% more likely to recommend the website, and 55% more likely to return to it when compared to citizens who are less satisfied with the website. Of the four major categories of federal government websites, which also include portals/department main sites (74), news/information (73), and career/recruitment (76), e-commerce/transaction (78) sites have been the best performing for the last year. According to the report, although individual sites vary, top priorities for e-gov sites overall are improving site functionality and navigation. If government websites make improvements to these high-priority areas, customer satisfaction can be expected to improve significantly, which leads to a greater likelihood to return to the site, recommend it, and use it as the primary channel for interaction with the agency or department. "The value of measuring satisfaction is in its ability to predict future behaviors and act as a comparative benchmark," said Prof. Claes Fornell of the University of Michigan (body, education) University of Michigan - A large cosmopolitan university in the Midwest USA. Over 50000 students are enrolled at the University of Michigan's three campuses. The students come from 50 states and over 100 foreign countries. and founder of ACSI. "Though e-gov remains near its all-time high, it continues to lag the private sector significantly, suggesting that there is much room for improvement if e-gov is to realize its potential to increase government efficiency." In addition to reporting aggregate findings, the quarterly ACSI E-Gov Index rates 109 individual federal government websites in terms of how well they are satisfying citizens and driving government efficiency and effectiveness. To see more of the quarterly Index and another report released today that quantifies the relationship between online transparency, satisfaction, trust, participation, and collaboration, please visit www.ForeSeeResults.com. ABOUT THE ACSI The American Customer Satisfaction Index (ACSI) is the only uniform, national, cross-industry measure of satisfaction with the quality of goods and services In economics, economic output is divided into physical goods and intangible services. Consumption of goods and services is assumed to produce utility (unless the "good" is a "bad"). It is often used when referring to a Goods and Services Tax. available in the United States. In 1999, the federal government selected ACSI to be a standard metric for measuring citizen satisfaction. Over 100 federal government agencies have used ACSI to measure citizen satisfaction of more than 200 services and programs. The Index is produced by the University of Michigan, in partnership with the American Society for Quality American Society for Quality (ASQ), formerly known as American Society for Quality Control (ASQC), is a knowledge-based global community of quality control experts, with nearly 100,000 members dedicated to the promotion and advancement of quality tools, principles, and (ASQ ASQ American Society for Quality ASQ Arab Studies Quarterly ASQ Automated Software Quality ASQ Administrative Science Quarterly ASQ Ages & Stages Questionnaires ASQ Allowable Sale Quantity ASQ Ascension Island (DoD radar) ) and CFI CFI abbr. cost, freight, and insurance Group, an international consulting firm. ForeSee Results sponsors the e-government index. ABOUT FORESEE RESULTS As the leader in online customer satisfaction measurement, ForeSee Results captures and analyzes online voice of customer data to help public and private sector organizations increase loyalty, recommendations and website value. Using the methodology of the University of Michigan's American Customer Satisfaction Index (ACSI), ForeSee Results identifies improvements to websites and other online initiatives that drive customer satisfaction. With over 30 million survey responses collected to date and benchmarks across dozens of industries, ForeSee Results offers unparalleled expertise in customer satisfaction measurement and management. ForeSee Results works with clients across the public and private sectors. ForeSee Results, a privately held company privately held company A firm whose shares are held within a relatively small circle of owners and are not traded publicly. , is located in Ann Arbor, Michigan  “Ann Arbor” redirects here. For other uses, see Ann Arbor (disambiguation). Ann Arbor is a city in the U.S. state of Michigan and the county seat of Washtenaw County. and on the web at www.ForeSeeResults.com. ABOUT THE FEDERAL CONSULTING GROUP The Federal Consulting Group, a franchise of the Department of the Interior, serves as the executive agent in the government for the American Customer Satisfaction Index (ACSI), and holds generic clearance from the Office of Management and Budget The Office of Management and Budget (OMB), formerly the Bureau of the Budget, is an agency of the federal government that evaluates, formulates, and coordinates management procedures and program objectives within and among departments and agencies of the Executive Branch. that enables agencies to utilize the ACSI without having to obtain a separate clearance under the Paperwork Reduction Act The Paper Reduction Act, officially the Paperwork Reduction Act of 1980, Pub. L. No. 96-511, 94 Stat. 2812 (Dec. 11, 1980), codified in part at Subchapter I of Chapter 35 of Title 44 of the United States Code, through , is a United States federal law enacted in 1980 that to conduct customer satisfaction surveys. Agencies can participate in the ACSI through an arrangement between the Federal Consulting Group and ForeSee Results. |
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