3 federal sites get top marks for customer satisfaction
Spanish-language portals win two of three top scores
- By Alice Lipowicz
- Aug 23, 2010
The U.S. Citizenship and Immigration Services agency's debut of a Spanish-language Web site a year ago has paid off with the top score for satisfaction among main federal departmental Web sites.
A ForeSee Results survey rated dozens of federal Web sites on a 100-point scale using the methodology of the American Customer Satisfaction Index. The sites that were graded included 32 Web sites considered to be main department sites, home pages or portals. The grades cover the second quarter of 2010.
USCIS' Spanish-language Web site and NASA’s home page tied for first place with a score of 83. Another Spanish-language Web site — the General Services Administration’s GobiernoUSA.gov — scored 82.
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All scores higher than 80 are considered excellent. For comparison’s sake, the study shows Netflix.com’s score to be 87 and Amazon.com’s to be 86.
Other federal Web sites that received top scores were:
- The National Institute of Arthritis and Musculoskeletal and Skin Diseases' home page, with a score of 82.
- The FBI's home page, at 81.
- The National Cancer Institute's home page, at 81.
- The National Park Service's home page, at 81.
- The Centers for Disease Control and Prevention's home page, at 80.
- USCIS' home page, at 80.
The lowest customer satisfaction scores among the departmental or portal e-government Web sites went to:
- The Interior Department, at 55.
- The Labor Department’s Office of Disability Employment Policy, at 65.
- The Office of the National Coordinator for Health Information Technology, at 66.
- The Environmental Protection Agency, at 66.
- The Food and Drug Administration, at 67.
- The Homeland Security Department, at 68.
Alice Lipowicz is a staff writer covering government 2.0, homeland security and other IT policies for Federal Computer Week.