Acton Institute Powerblog

Public v. Private Services

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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.

Jordan J. Ballor Jordan J. Ballor (Dr. theol., University of Zurich; Ph.D., Calvin Theological Seminary) is a senior research fellow and director of publishing at the Acton Institute for the Study of Religion & Liberty. He is also a postdoctoral researcher in theology and economics at the VU University Amsterdam as part of the "What Good Markets Are Good For" project. He is author of Get Your Hands Dirty: Essays on Christian Social Thought (and Action) (Wipf & Stock, 2013), Covenant, Causality, and Law: A Study in the Theology of Wolfgang Musculus (Vandenhoeck & Ruprecht, 2012) and Ecumenical Babel: Confusing Economic Ideology and the Church's Social Witness (Christian's Library Press, 2010), as well as editor of numerous works, including Abraham Kuyper Collected Works in Public Theology. Jordan is also associate director of the Junius Institute for Digital Reformation Research at Calvin Theological Seminary.

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