Federal website satisfaction at high point
July 26, 2011 — 11:24pm ET | By David Perera
Citizen satisfaction with federal websites increased slightly in the second quarter of this year relative to the first quarter, finds the latest survey of public opinion on electronic government conducted using American Customer Satisfaction Index methodology by ForeSee Results of Ann Arbor, Mich.
The score, 75.5, is based on 275,000 online surveys surveying user experience with 104 government websites.
This quarter’s result changes the top three-rated federal websites, however; as before, they all come from the Social Security Administration. The agency’s online application tool, its retirement estimator, and its site for help with Medicare prescription drug plan costs garnered satisfaction scores of 90, 89 and 89, respectively.
The number of federal websites has grown to be too numerous according to a .gov task force recently formed with a mandate to reduce the number of second-level .gov domains. There exist 1,759 such second level domains, according to the General Services Administration, and an estimated 24,000 individual federal websites.
The task force shouldn’t make decisions on which websites to cull based on traffic numbers alone, says Foresee CEO Larry Freed in an analysis accompanying the survey results.
A site with relatively little traffic may nonetheless “contain valuable, highly targeted content that isn’t available anywhere else,” Freed notes.