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? EPA uses a variety of tools. First is the American Customer Satisfaction Index (ACSI). The monthly and special reports provide a high level view of EPA Web site users’ opinion, as well information about who are users are, what they were looking for and what they couldn’t find. Between 1500 and 2300 users answer the ACSI survey every month. EPA also uses Maxamine/Accenture Quality Assurance and Traffic Reports. Using these tools, EPA is able to provide produce monthly Quality Assurance Reports and Traffic Reports to the webmasters and content managers. Quality assurance reports include link integrity, redundant file, searchability and metadata coverage. Traffic reports consist of a traffic summary, demographics, traffic sources, technologies and specific site report. The webmasters and content managers can review the data from the survey and reports and then in turn make changes to improve the site. EPA also actively manages our search results, frequently and regularly reviewing common search queries to ensure that our best information is presented high in the search results. Internet Librarians also actively manage our Frequently Asked Questions databases and links from our topical landing pages. EPA also uses heat maps to determine what people are clicking on.

Indicator(s):

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Content