News Releases
GSA.gov Nets All Time High For Customer SatisfactionGSA # 10477 March 25, 2008 WASHINGTON – Citizen satisfaction reached an all-time high for the U.S. General Services Administration's (GSA) main Web site, www.gsa.gov, as reported in the first quarter 2008 release of the American Customer Satisfaction Index (ACSI) E-Government Satisfaction Index. “We’ve improved because we’re listening to our audience through the ASCI comments and other information sources,” said Lurita Doan, GSA Administrator. “It’s very gratifying to see that our efforts to focus on the wants and needs of federal agencies, the vendor community and the public are paying dividends in the form of these higher scores.” In the portals/department main sites category, GSA’s primary site received a score of 78, tying for first place among the 14 federal government department-level sites that were scored. The GSA main site’s score increased four points over last quarter. “To raise a satisfaction score four points in only one quarter is a remarkable achievement showing GSA’s dedication to improving citizen satisfaction,” cites the study, published by the National Quality Research Center at the Stephen M. Ross Business School at the University of Michigan. “The Enterprise Web Management team at GSA is pleased to see such an improvement in our ACSI scores,” said Dr. Vicky Moss, Acting Director of GSA’s Enterprise Web Management division. ”We use this index to determine what improvements we make to gsa.gov; it seems to be working.” Since 1999, the federal government utilizes ACSI as the standard metric for measuring citizen satisfaction. ### GSA provides a centralized delivery system of products and services to the federal government, leveraging its enormous buying power to get the best value for taxpayers.
Last Reviewed 3/26/2008
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