Public v. Private Services
Fast Company Now is reporting that “for the first time, customer satisfaction with federal agency Websites has surpassed offline government services,” according to an American Customer Satisfaction Index report.
What is especially noteworthy, however, is that online private sector services consistently rank higher in satisfaction than their governmental counterparts. “Where the gap between offline public and private services has narrowed, the report said, e-government is trailing far behind the private sector online. That, said ACSI chief Claes Fornell, shows room for improvement: ‘They still have ground to close,’ he said.”
Update: In case you were wondering, FEMA’s ratings were dragging down the aggregate federal number a bit. The two divisions of FEMA’s that were rated by the ACSI were its “Flood Map Store” and the “Mitigation Division website”, which scored 70 and 65 respectively (out of 100). The overall governmental average was 71.3.
What is especially noteworthy, however, is that online private sector services consistently rank higher in satisfaction than their governmental counterparts. “Where the gap between offline public and private services has narrowed, the report said, e-government is trailing far behind the private sector online. That, said ACSI chief Claes Fornell, shows room for improvement: ‘They still have ground to close,’ he said.”
Update: In case you were wondering, FEMA’s ratings were dragging down the aggregate federal number a bit. The two divisions of FEMA’s that were rated by the ACSI were its “Flood Map Store” and the “Mitigation Division website”, which scored 70 and 65 respectively (out of 100). The overall governmental average was 71.3.
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