The study found that two areas of the call center experience that improved the most were the same areas that historically prove to be the most frustrating for callers. We get details from CFI’s David Ham
The federal government will face the challenge of halting and reversing declining citizen satisfaction under particularly difficult circumstances, according to the American Customer Satisfaction Index. Details from ACSI’s Forrest Morgeson.
Satisfaction with federal e-government sites remained high throughout most of 2012, according to a quarterly report from ForeSee and the American Customer Satisfaction Index. On a 100-point scale, customer satisfaction with federal websites now sits at 75.3. That’s actually down slightly from last quarter, which had set an all-time high, according to the latest report.
For the second year in a row, the number of citizens who report being satisfied with government services rose, according to a new report from the American Customer Satisfaction Index. The higher governmentwide score was driven in large part by the increasing satisfaction with government websites, which rounded out the year at near all-time highs.
For the first time since 2010, citizen satisfaction with federal government services dropped last year, according to a new report from the American Customer Satisfaction Index. The average overall citizen satisfaction with the government’s services fell 3.4 percent in 2013 to a score of 66.1 points (on a 100-point scale). Much of the decline is attributable to a “deterioration in satisfaction” with federal websites, which users found “more difficult to navigate, less reliable, and the information provided less useful” than in years past, according to the report.
The Treasury Department, thanks largely to the Internal Revenue Service, held its rank as the agency with the lowest satisfaction rating in 2015.
Greg Reeder, the head of government industry strategy at Adobe, said data analytics holds the key to improve the citizen experience with government.