For fiscal 2017, overall federal government website satisfaction increased 8 points from 2016 to 2017. Important behavioral measures of returning to the site and recommending the site are up year-over-year as well.
In this report, we look beyond measurement to offer four opportunities for government website managers to continue this improvement: Don’t forget the Boomers+, Design for wayfinding, Remember desktops/laptops, and Ensure market demand for new apps.1. Don’t Forget Boomers+ (age 55+)
Continue website/mobile technology development to keep pace with increasing visitor expectations. But also address Boomers+ needs as technology continues to advance.2. Design for Digital Wayfinding
Continue to map out common visitor workﬂows for those seeking to accomplish speciﬁc tasks. But also make the site easy to navigate for those simply browsing or searching for information.3. Remember Desktops/Laptops
Continue the mobile-ﬁrst strategy to accommodate the growing use of phones. But also attend to the user experience for desktop/laptop visitors.4. Ensure Market Demand for Apps
Continue to create innovative new apps. But also be purposeful and market-driven in development.
Download the full report for more information.
center A new CFI Group report shows government contact center satisfaction rose slightly to 64, as measured on a 0-100 scale, up 1% from 2019. According […]
- July 7, 2020