1.4: User Expectations and Customer Service

Ensure that websites are meeting user expectations and needs and that the customer experience with websites is continually enhanced.

Other Information:

How does your Agency currently ensure that websites are meeting user expectations and needs and that the customer experience with websites is continually enhanced? Commerce is committed to obtaining feedback from its Web visitors and enhancing the user experience. All Commerce sites are required to have contact information through multiple means for the public to contact us. In the last nine months, we posted a Social Media and Web 2.0 (SM/W2.0) Use Policy, which encourages the use of social media to better reach our diverse audience. The purpose of this policy is to provide guidance for operating units and Commerce employees to take full advantage of SM/W2.0 technologies while, at the same time, protecting Commerce and its employees by mitigating the risks inherent in using these services without the proper safeguards. Last month, we posted a Web Measurement and Customization Policy to optimize the user experience and provide statistically accurate data about use of Web sites. Commerce allows the use of Web measurement and customization technologies; these technologies include, but are not limited to, cookies. Cookies are placed in the user’s browser to track the user’s activity on a Web site and customize the user experience. This policy mandates that the privacy policies posted on Commerce Web sites must included how to opt out of the Web measurement and/or customization technology; and provide alternative access if the user elects to opt out of the technology. Commerce operating units use a variety of tools to measure customer satisfaction such as Google Analytics and Web Trends. We also employ tools that follow the American Customer Satisfaction Index methodology for surveys such as ForeSee and 4Q.

Indicator(s):

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