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American Customer Satisfaction Index (ACSI)

American Customer Satisfaction Index (ACSI). Charlotte Cottrill, OEI/OIAA/IAD cottrill.charlotte@epa.gov. American Customer Satisfaction Index (ACSI). Overview Leading national indicator of customer satisfaction and a standard government metric since 1999

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American Customer Satisfaction Index (ACSI)

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  1. American Customer Satisfaction Index(ACSI) Charlotte Cottrill, OEI/OIAA/IAD cottrill.charlotte@epa.gov

  2. American Customer Satisfaction Index (ACSI) Overview • Leading national indicator of customer satisfaction and a standard government metric since 1999 • Used to measure over 100 federal programs and 70 federal Web sites. • Pop-up survey with standard ACSI questions and EPA custom questions • Scores reported on a scale of 1 to 100

  3. ACSI at EPA • OEI purchased a license to measure customer satisfaction on www.epa.gov • Results are for the EPA Web site

  4. ACSI Survey Coverage • Survey is launched from HTML pages converted to the new template. • 86% of EPA pages converted • 70.66 % of 250most popular pages converted (based on logs for Feb 1-7, 2008) • Current Report at http://www.epa.gov/webmast1/check_template/top200.html

  5. ACSI Satisfaction Summary

  6. ACSI Priority Map

  7. ACSI e-GOV Benchmarks

  8. ACSI e-GOV Benchmarks

  9. EPA Custom Question

  10. EPA Custom Question

  11. ACSI Segment Report: Search

  12. ACSI Segment Report: Search

  13. ACSI Segment Report: Search

  14. Key Findings • Around 30% of the respondents (R’s) describe themselves as business • Over 60% of the R’s used the box and 25% used advanced search • One out of five R’s felt search results did not answer their questions • Overall satisfaction is very low (34) for R’s reporting that search results did not answer their questions.

  15. Key Findings (continued) • Overall satisfaction is very high (84) for R’s reporting that search results did answer their questions. • Main complaint: search does not narrow results and help them find what they want • Most frequently cited difficulty: “I know they have a document, but I can’t find it”

  16. Cautionary Comments Several factors may be influencing EPA’s low scores. • EPA’s mission is very broad • www.epa.gov is a very large site • EPA ACSI scores are derived from one survey on its vast site • The highest ForeSee e-Gov satisfaction scores are often from surveys for specific programs within an agency • Social Security: Social Security Benefits Application (88) • National Library of Congress: MedlinePlus (85)

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