Thursday, July 31, 2008

US releases eGovernment satisfaction results - useful benchmark for Australian sites

ForeSee Results has just released the findings of the latest quarterly US eGovernment satisfaction survey, looking at citizen satisfaction with over 100 US government websites.

Available as a PDF download, the E-Government Satisfaction Index (PDF 1.2Mb) uses a uniform system to compare satisfaction across US sites and was selected as the US government's standard measure in 1999.

Based on the results of this latest survey, there has been a small increase in average satisfaction to 72.9 percent, the first rise in a year.

The report does a good job of identifying the US government sites with the highest level of citizen satisfaction, which can be used by Australian government as good benchmarking examples.

It identifies the major priorities for improvement across agencies, with search topping the list (88% of agencies identified it as a top priority) followed by functionality at 59% and navigation at 41%.

The benefits of higher satisfaction have also been identified in the report, being that highly satisfied customers (scores of 80 or more) are;
  • 84% more likely to use the website as a primary resource
  • 83% more likely to recommend the website
  • 57% more likely to return to the site

The use of a standard government website satisfaction methodology, as I have previously suggested, makes it much easier for government agencies to compare their performance, identify and learn from successes and address issues. It is also an excellent accountability tool for Ministers and agency heads.

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