Federal Government Scores, December 15, 2005, American Customer Satisfaction Index (ACSI), Commentary by Professor Claes Fornell: “Since 2003, the ACSI has also measured satisfaction with Federal government websites. This year, the ACSI e-Government index rose 2.5% from 72.1 a year ago, up to a score of 73.9. Much like offline government services, there is a wide gap between the best performing government websites (two websites score 88) and the worst performing (two score 54). Furthermore, while an impressive 18% of the measured websites score 80 or better, 21% score below 70. In other words, although government websites are generally satisfying, some individual websites still have work to do to provide a satisfying experience.”
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