The fourth quarter report of the American Customer Satisfaction Index's (ACSI) E-Government Satisfaction Index revealed that people are more satisfied with online government initiatives than their real-life counterparts.
The ACSI, in partnership with analytics firm ForeSee, revealed that eGovernment ended 2011 with a 75.1 satisfaction rating out of ACSI's 100-point scale. This was considerably higher than the overall federal government's score of 66.9 percent as noted in ACSI's annual U.S. Federal Government report.
Citizens remain considerably more satisfied when they interact with the government online compared to their government experiences overall.
"There are a number of benefits to high satisfaction with e-government, including increased trust, higher participation and greater usage of the web channel, which leads to more efficiency," explained Larry Freed, president and CEO of ForeSee.
Two websites from the Social Security Administration - its iClaim site and Retirement Estimator, earned scores of 91 and 90, respectively, ranking higher than the highest scoring company on ACSI, H.J. Heinz, which scored an 89.
ACSI's index covers 225 companies across 47 industries, performing customer satisfaction research in categories including quality, value, consumer loyalty and consumer expectations.