A Look at the ACSI Federal Government Results | January 30, 2018
ACSI Federal Government Report 2017

U.S. Citizen Satisfaction is up from last year. This year-over-year increase is attributed to a broad set of drivers, such as improved operational processes and more effective information provided to citizens. To continue the Citizen Satisfaction improvement trend in 2018, federal agencies need to manage websites and customer service in an integrated fashion.

According to the ACSI Federal Government Report 2017 published today, Citizen satisfaction with U.S. federal government services increases for a second year in a row. Citizen satisfaction moved up 2.5% from 68.0 in 2016 to 69.7 in 2017, based on the 0-100 scale used by both ACSI and CFI Group. Citizen satisfaction now stands at the highest scores since 2006.

In 2016, remarkable improvements in government websites made up a dominant force that boosted Citizen Satisfaction. According to the ACSI report, the record-setting 6.4% ACSI jump of 4.1 points heading into 2017 was the largest one-year jump in almost 20-year history of the ACSI. The report notes that “federal e-government website services stood out as the driving force behind higher satisfaction.”

The CFI Group Government Websites 2017 report confirms this claim. Our analysis found that overall federal government website satisfaction increased 8 points from 2016 to 2017. In addition, the Likelihood to Return (up 6 points) and the Likelihood to Recommend (up 7 points) both improved significantly. Federal government agencies clearly made significant improvement to the website experience for visitors in 2017.

In 2017, the Citizen Satisfaction increase is attributed to a broader set of drivers, such as improved operational processes and more effective information provided to citizens.

Now in 2018, to continue the Citizen Satisfaction improvement trend, federal agencies need to manage websites and customer service in an integrated fashion. Customer service actually slipped from 78 in 2016 to 77 in 2018, even as website improved from 76 in 2016 to 77 in 2017. Both drivers are now at the same performance level as we enter 2018.

In our upcoming Government Websites 2018 report, we look more closely at how government websites and contact centers are two sides of the same coin, and they need to be measured and managed together as a service system. Better performing websites can reduce some of the load placed on contact centers, and contact centers can deliver quick, helpful customer service to make website contact information a reliable source for helping citizens accomplish their tasks.

CFI Group offers expertise in designing experience measurement solutions that help you manage citizen satisfaction. Contact us for more information on how we can help you measure and manage your websites and contact centers as an integrated system.

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