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 WayfindingContinue 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/LaptopsContinue 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 AppsContinue to create innovative new apps. But also be purposeful and market-driven in development.
Download the full report for more information.
Other Resources
- Date
- July 30, 2020
center description After a promising start, 2020 has proven to be a year of nearly unprecedented upheaval for retail brands, many of which have struggled to […]- Date
- July 7, 2020
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 […]- Date
- June 2, 2020
center Since 2007, CFI Group has conducted an extensive study of customer satisfaction contact centers using the proven technology powered by our patented customization of the […]- Date
- May 20, 2020
center Download Press Release https://cdncom.cfigroup.com/wp-content/uploads/CFI-Radial-May2020-release.pdf icon-download left description The pace of change in retail customer service in recent years has been profound, with new technologies and […]
