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Keeping American Citizens Happy

KEEPING AMERICAN CITIZENS HAPPY 100 Satisfied 2010 65.4 VISUALIZING THE AMERICAN CUSTOMER SERVICE INDEX • Citizen satisfaction with the services provided by the U.S. federal government plunged in 2010, down 4.8% to 65.4 on a 0-100 scale, according to the American Customer Satisfaction Index (ACSI). O The Highs And Lows In Customer Satisfaction Unsatisfied Satisfaction With Government Websites Remains Strong Interestingly, the overall ACSI score of more than 100 federal government websites is 75.0-a score well abovethe federal government average of 65.4. 100 82 78 ....... ... 75 75 73 50 25 10 REGULATORY INTERNATIONAL E-COMMERCE/ INFORMATION/ PORTAL/ TRANSACTION INTERNAL RECRUITMENT/ BENEFITS RECIPIENTS INFORMATION FINANCIAL CALL PROVIDERS/ SERVICES CENTERS REVENUE TRAVELERS NEWS DEPARTMENT CAREERS SERVICE (IRS) TECHNICAL ASSISTANCE/ MAIN SITE SUPPLY E-GOVERNMENT AGENCY/DEPARTMENT/OFFICE Several departments, such as Agriculture (69), Veterans Affairs (69), and Commerce (68), score significantly above the federal average of 65.4. NATIONAL CEMETARY ADMINISTRATION IRS, TREASURY (SMALL BUSINESS CORPO- OFFICE OF WOMEN'S HEALTH (RELATIVES OR INDIVIDUALS RESPON- RATE TAX FILERS): 62 (www.WOMENSHEALTH.GOV): 86 SIBLE FOR INTERMENT): 94 IRS, TREASURY (LARGE BUSINESS & INTERNATIONAL CORPORATE TAX FILERS): NATURAL RESOURCES CONSERVATION USDA, RURAL UTILITIES SERVICES (PARTICIPANTS IN MULTIFAMILY HOUSING PROGRAM): 70 SERVICE, AGRICULTURE 53 (wwW.NRCS.USDA.GOV): 55 U.S. DEPARTMENT OF COMMERCE, NA- FEDERAL AVIATION ADMINISTRATION, TRANSPORTATION (USERS OF FLIGHT SER- VICE STATIONS): 85 LIBRARY OF CONGRESS (VISITORS WHO TIONAL OCEANIC AND ATMOSPHERIC AD- TOOK A LIBRARY OF CONGRESS TOUR): 87 MINISTRATION (WwW.NOAA.GOV): 85 10 FEDERAL AVIATION ADMINISTRATION, TRANSPORTATION (AVIATION MECHAN- ICS): 58 DEFENSE TECHNICAL INFORMATION DEPARTMENT OF THE TREASURY CENTER (INFORMATION USERS): 75 (WwW.TREASURY.GOV): 65 DEPARTMENT OF LABOR JOB LISTINGS OFFICE OF DISASTER ASSISTANCE, SBA (RENTER LOAN RECIPIENTS): 85 CONSULAR AFFAIRS, STATE (RECENT PASS- PORT APPLICANTS/RENEWALS): 82 (wwW.DOORS.DOL.GOV): 82 11 OFFICE OF DISASTER ASSISTANCE, SBA (BUSINESS LOAN RECIPIENTS): 68 OFFICE OF PERSONNEL MANAGEMENT, OPM VETERANS EMPLOYMENT (wwW.FEDSHIREVETS.GOV): 73 N/A NATIONAL RECREATION RESERVATION SOCIAL SECURITY ADMINISTRATION SERVICE, FORREST SERVICE, USDA (FIELD EMPLOYEES AND CONCESSIONAIRES): 78 (www.SSA.GOV/ESTIMATOR): 90 DEPARTMENT OF THE TREASURY, BUREAU OF THE PUBLIC DEBT (wwW.TREASURYDIRECT.GOV): 65 • HIGHEST WEBSITE SATISFACTION O LOWEST WEBSITE SATISFACTION EDUCATION (CALLERS OF USA LEARN HOT- LINE): 68 *MEASURED ON A SCALE OF 1-100 O The Historical Satisfaction Of American Citizens, 2001 To 2010* In 2010 American citizens were more satisfied with the local government, a trend that was opposite nine years earlier. 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 100 71.3 72.1 72.3 72.9 70.2 70.9 71.3 68.7 68.3 ........ 75 67.8 ..... .............. 65.4 67.9 67.7 68.9 68.3 66.3 66.5 65.9 68 65.4 62.7 50 O FEDERAL GOV. O LOCAL GOV. *MEASURED ON A SCALE OF 1-100 zendesk SOURCE: theacsi.org LOVE YOUR HELP DESK

Keeping American Citizens Happy

shared by kcatoto on Mar 23
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The ACSI measures happiness among American consumers. Here’s a look at how happy Americans were with government services.

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Politics
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