by Dave Lewan
We have 110 e-gov sites in the ACSI E-Gov Satisfaction Index this quarter (download the free report here). Satisfaction is down a little bit this quarter from last quarter. That's a bit of a surprise, but then e-gov has been riding an all-time high for awhile. It remains to be seen whether this is a momentary dip in the continued upward trajectory or the start of a trend. Only time will tell.
Despite the slip, many e-gov sites are "top performers" meaning they scored over 80, and many federal government sites rival even private sector stalwarts like Amazon.com and Google.com. Did you see the report on social media, news sites, and search engines we released last week? Facebook got a 64 on the ACSI's 100-point scale. In other words, 95% of the federal government websites included in this study score higher than Facebook in terms of customer satisfaction when rated by their own users.
That's good stuff.