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ForeSee's Q2 2015 E-Government Satisfaction Index Reveals First Decline in Mobile Satisfaction, Dropping Three PointsForeSee, a premier provider of cloud-based voice of customer (VOC) solutions, today released the results of the 48th consecutive ForeSee E-Government Satisfaction Index for Q2 2015. The quarterly report from ForeSee closely examines customer experience data across 100 government websites, mobile sites and applications. ForeSee collected nearly 175,000 citizen survey responses related to their experience, with scores of 80 and above recognized as the threshold for excellence. For the first time since the company began tracking mobile satisfaction in Q4 2013, survey data showed a significant decline, suggesting that rising citizen expectations related to mobile drove the metric down three points. Many agency sites with improved scores, meanwhile, saw traffic increases driven by current events in the U.S., such as the a debate around immigration reform, the wave of retiring baby boomers and even the availability of rare coins from the U.S. Mint. Under increased citizen scrutiny, these sites were found to perform well given their categorical function, demonstrating the importance of streamlining the user experience and managing user expectations along the way. E-Gov Performance Highlights Key findings from the latest E-Government Satisfaction Index include:
Citizens' digital experiences with government appear to correspond with sociopolitical developments that fall under federal purview, increasing traffic to some government sites. Some of these correlations of improved agency scores corresponding with larger events include:
"The Q2 2015 ForeSee E-Government Satisfaction Index results demonstrate that the mobile experience makes a significant contribution to citizens' overall sentiment about the federal departments, agencies and programs with which they engage," said Dave Lewan, Vice President at ForeSee and author of the report. "Agencies that scored highest this quarter used their limited resources to tightly couple site functionality with its stated purpose from the start and were able to offer an efficient and positive user experience when traffic increases occurred." To download a copy of the ForeSee E-Government Satisfaction Index for Q2 2015, go here. About Answers Corporation and ForeSee Answers' mission is to empower consumers, brands and organizations by connecting them with the information they need to make better-informed decisions. The Answers Voice of Customer (VOC) Platform leverages the sizable reach of the top-10 Internet brand Answers.com (source: Quantcast), along with leading cloud-based solutions from ForeSee, Webcollage and ResellerRatings, to enable businesses and organizations to engage with customers at every interaction point, drive investment decisions from customer insights and deliver content that powers the customer experience. Answers is headquartered in St. Louis with offices in Ann Arbor, New York City, Silicon Valley, Cleveland, London, Vancouver and Tel Aviv. For Answers, visit http://www.answers.com. ForeSee and Answers.com are registered trademarks of Answers Corporation in the United States and in jurisdictions throughout the world. All other trademarks, trade names or service marks used or mentioned herein belong to their respective owners. View source version on businesswire.com: http://www.businesswire.com/news/home/20150820005681/en/ |