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FACT: In <a href="http://www.foreseeresults.com/research-white-papers/ACSI-e-business-report-2010.shtml" target="_blank">a report issued last August</a>, the <a class="zem_slink" href="http://www.theacsi.org/" rel="homepage nofollow" title="ACSI">ACSI</a> gave <a class="zem_slink freebase/en/facebook" href="http://facebook.com/" rel="homepage nofollow" title="Facebook">Facebook</a>  a <a class="zem_slink freebase/en/customer_satisfaction" href="http://en.wikipedia.org/wiki/Customer_satisfaction" rel="wikipedia nofollow" title="Customer satisfaction">customer satisfaction</a> score of 64 (on a 100-point scale).<br /><br /><div class="entry-content"><div class="entry-body">FACT: In <a href="http://www.foreseeresults.com/research-white-papers/acsi-e-gov-satisfaction-index-q4-2010.shtml" target="_blank">a report issued yesterday</a>, 95% of federal websites  rated using the same scale and the same methodology score better than  Facebook.<br /><br />Now, I don't know what happens at your office, but at my office,  people spend their downtime on Facebook, not on irs.gov. So how can it  be that 95% of federal websites outperform Facebook in terms of customer  satisfaction? Is that even possible?<br /><br />Yes, it's totally possible. And the Feds vs, Facebook isn't the only  comparison that can be made. The best <br /><br /><a name="more"></a>federal websites outperform the  best <a class="zem_slink freebase/en/private_sector" href="http://en.wikipedia.org/wiki/Private_sector" rel="wikipedia nofollow" title="Private sector">private-sector</a> websites (like Google and <a class="zem_slink freebase/en/amazon_kindle" href="http://www.amazon.com/Kindle-Wireless-Reader-Wifi-Graphite/dp/B002Y27P3M%3FSubscriptionId%3D0G81C5DAZ03ZR9WH9X82%26tag%3Dkivandanu%26linkCode%3Dxm2%26camp%3D2025%26creative%3D165953%26creativeASIN%3DB002Y27P3M" rel="amazon nofollow" title="Kindle Wireless Reading Device, Wi-Fi, 6" Display, Graphite - Latest Generation">Amazon</a>). In fact, the best  federal websites have some of the highest scores in the entire ACSI,  which measures more than 225 private companies (<a class="zem_slink freebase/en/off-line" href="http://en.wikipedia.org/wiki/Online_and_offline" rel="wikipedia nofollow" title="Online and offline">online and offline</a>) and  more than 200 federal services (also online and offline). That's pretty  incredible, isn't it? Two social security sites, with scores in the  90's, have the highest customer satisfaction scores in the entire ACSI;  higher than customer satisfaction all stars like Amazon, Apple, and  oddly enough, Heinz. (it's true; Heinz ketchup is usually one of the  highest scorers).<br /><br /><a href="http://www.thedigitalcitizen.com/.a/6a0120a5c2c299970c0148c8074520970c-pi" style="display: inline;"><img alt="E-gov-best-performers-q4-2010 (3)" border="0" class="asset  asset-image at-xid-6a0120a5c2c299970c0148c8074520970c  image-full" height="240" src="http://www.thedigitalcitizen.com/.a/6a0120a5c2c299970c0148c8074520970c-800wi" title="E-gov-best-performers-q4-2010 (3)" width="400" /></a><br /><br />Satisfaction  is basically a measure of how well your experience lives up to your  expectations. People have very high expectations of Facebook, and a  score of 64 shows that Facebook isn't coming close to meeting them.  People may have lower expectations of government in general, though I  would also argue that people's expectations are informed by <i>all of </i>their  online experiences. In other words, if someone is navigating from  Amazon to the <a class="zem_slink freebase/en/the_u_s_postal_service" href="http://www.usps.com/" rel="homepage nofollow" title="United States Postal Service">US Postal Service</a> to Google to <a class="zem_slink freebase/en/nasa" href="http://maps.google.com/maps?ll=38.8830555556,-77.0163888889&spn=0.01,0.01&q=38.8830555556,-77.0163888889%20%28NASA%29&t=h" rel="geolocation nofollow" title="NASA">NASA</a> to <a class="zem_slink freebase/en/best_buy" href="http://www.bestbuy.com/" rel="homepage nofollow" title="Best Buy">Best Buy</a>, they  aren't raising and lowering expectations from site to site. If they get  good functionality, usability, and layout on Amazon, they'll expect it  on NASA too.<br /><br />So while it sounds strange to say that 95% of <a class="zem_slink freebase/en/egovernment" href="http://en.wikipedia.org/wiki/E-Government" rel="wikipedia nofollow" title="E-Government">e-gov</a> sites have higher  satisfaction than Facebook, it is true when you define satisfaction as  the ability of an organization to deliver an experience that lives up to  or exceeds expectations. So who knows? Maybe Facebook should be  recruiting its next generation of customer experience professionals from  the feds?<br /><br />On average, private-sector sites still outperform e-gov sites, but  the difference isn't as much as you might think. Overall e-gov gets a  satisfaction score of 75, which trails most of the private-sector online  scores. But when you break e-gov down into categories, we see that  e-gov news and information (74) ties private-sector news and information  (74). E-gov portals and department sites (75) are very close to  private-sector portals and search engines (77), and all e-gov categories  beat private-sector social media sites (70).<a href="http://www.thedigitalcitizen.com/.a/6a0120a5c2c299970c0147e1fe12ba970b-pi" style="display: inline;"><img alt="E-gov-rivals-private-sector-q4-2010  (2)" border="0" class="asset  asset-image at-xid-6a0120a5c2c299970c0147e1fe12ba970b  image-full" src="http://www.thedigitalcitizen.com/.a/6a0120a5c2c299970c0147e1fe12ba970b-800wi" style="height: 345px; width: 440px;" title="E-gov-rivals-private-sector-q4-2010 (2)" /></a> <i><b></b></i><br /><br />You can download the <a href="http://www.foreseeresults.com/research-white-papers/acsi-e-gov-satisfaction-index-q4-2010.shtml" target="_blank">free e-gov report </a>on our website, which goes into  more detail and gives scores for 111 individual federal websites.<br /><br /><i><b>What do you think? Are you </b><b>surprised  that e-gov satisfaction scores are higher than Facebook?</b></i></div></div>source from : <a href="http://www.thedigitalcitizen.com/the-digital-citizen/2011/01/are-95-of-federal-websites-really-better-than-facebook.html">The Digital Citizen.</a><br /><br /><div class="zemanta-pixie"><img alt="" class="zemanta-pixie-img" src="http://img.zemanta.com/pixy.gif?x-id=4afb6b01-8817-43a8-925c-0b6c017fcc46" /><span class="zem-script more-related more-info pretty-attribution paragraph-reblog"><script defer="defer" src="http://static.zemanta.com/readside/loader.js" type="text/javascript"><br /></script></span></div>

Are 95% of Federal Websites Really Better than Facebook?

FACT: In a report issued last August , the ACSI gave Facebook a customer satisfaction score of 64 (on a 100-point scale). FACT: In a rep...