U.S. customer satisfaction with e-government services 2019

This timeline shows the customer satisfaction with the overall e-government sector as measured by customer satisfaction index score. As of the second half of 2019, customer satisfaction with e-government services reached a score of 75.3 index points. The score for e-government is aggregated from measurements in the categories of federal e-commerce and transaction websites, news and information websites, as well as portals and career pages.

Overall U.S. customer satisfaction with e-government sites as of 2nd half 2019

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Source

Release date

April 2020

Region

United States

Survey time period

Q4 2013 to H2 2019

Number of respondents

500,000 respondents

Special properties

desktop only, excluding mobile; 100+ sites measured

Method of interview

Online survey

Supplementary notes

The satisfaction is measured on a 0 to 100 scale, with scores of 80 and above recognized as threshold of excellence (highly satisfied visitors) and scores below 70 revealing much room for improvement (dissatisfied).
The source switched to half-year reporting in H1 2018.

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Statistics on "E-government"

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