FOR IMMEDATE RELEASE
Federal Consulting Group Hosts ACSI User Group on March 27
Washington, DC—Treasury’s Federal Consulting Group, the executive agent in the federal government for the American Customer Satisfaction Index, will host its quarterly meeting of the ACSI Web Survey User Group from 1 – 3:30 p.m. on March 27 at the Treasury Executive Institute, 801 9th St, NW.
Larry Freed, President of ForeSee Results, Ann Arbor, MI, will present his analysis of ACSI scores for federal websites, which he announced on March 21. For the first time since this quarter last year, citizen satisfaction with these websites took a slight dip.
Nevertheless, 14 of the 91 measured sites had citizen satisfaction scores of 80 or higher, indicating a stellar job of meeting the needs and exceeding the expectations of citizens, Freed said. ACSI E-Government Satisfaction Index scores are based on data from voluntary online surveys of randomly selected site visitors. Ratings are converted to a score on a 100-point scale using the ACSI methodology developed at the University of Michigan.
“We applaud the efforts of agencies measuring customer satisfaction and acting on what matters most to citizens on the Internet,” said Anne Kelly, FCG CEO. “When resources are tight, it’s critical to know where investing in website improvements will provide the greatest return.”
Members of the ACSI User Survey Group attend quarterly meetings to benchmark against best practices. The program on March 27 includes case studies by two other speakers:
- Janet Stevens, Food Safety and Inspection Service, USDA, “Using Segmented Data to Increase Website Customer Satisfaction.”
- Bob Keating, GSA USA Services, “First-Hand Experience: How FirstGov Enhanced its Search Capabilities.”