On a 100-point scale used by the American Customer Satisfaction Index (ACSI), the second quarter of this year earned a score of 75.6, taken from 300,000 surveys. The rating is up from 75.2 last quarter and up from a score of 70.9 in 2003.
Despite steady progress in satisfaction with government websites, the firm said there is still much room for improvement.
“Customers already interact with friends, family, companies and brands on multiple platforms. As consumers access the Web from mobile devices in greater numbers, it is natural for them to expect to interact no differently with the government,” ACSI Founder Claes Fornell said in a press release. “The federal government needs to connect with its users on multiple platforms or risk alienating them.”
The three websites with the highest user satisfaction rates are from the Social Security Administration: iClaim (92), Retirement Estimator (90), and Medicare Prescription Drug Plan Costs (90).