Government Websites 2019

VIDEO: Dr. Claes Fornell on Customer Satisfaction
March 1, 2019
woman using smartphone to take survey
CX Program Best Practices
February 15, 2019
Mature man typing on laptop

Mature man typing on laptop

Customer Satisfaction with Government Websites remains at 73, as measured on a 0-100 scale, unchanged from 2017 and 2018. The likelihood that visitors will recommend federal government websites also remains unchanged at 76, and the likelihood that visitors will return to the site is slipping, although the score of 80 remains relatively strong.

U.S. government federal websites receives roughly 10 billion visits annually. The Digital Analytics Program, hosted by the GSA’s Technology Transformation Service, tracks unified activity across 400 domains and 5,700 federal agency websites. Agencies can use these analytics to understand how visitors are engaging their websites, but a deeper understanding of the role and efficacy of these sites can be realized by capturing website customer experience feedback that complements the DAP website activity metrics.

The 2019 Government Websites study is designed to determine how well agency websites deliver a satisfying customer experience for visitors. This study is based on feedback from 732 respondents who have recently visited a federal government website.

According to the study, agencies should focus on the three high-impact elements of the website customer experience in 2019:

1. Enable better FUNCTIONALITY for mobile devices

11% are not able to accomplish their intended task on an agency’s website

2. Improve WAYFINDING for intuitive browsing and searching

42% visit an agency’s website just to browse for general info

3. Make CHAT available by the agency contact center

Agency website visitors who use chat are 21% more satisfied than those who do not

For more insight into government websites, download the complete report.

Dr. Claes Fornell on Customer Satisfaction in Government
Download the Gov Websites Report 2019 today!

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