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? The www.nasa.gov Editorial Board ensures that it is meeting user expectations by reading feedback email; reviewing and analyzing web site statistics and customer-satisfaction data; and conducting usability testing. The result has been long-term growth in traffic to the site and continually increasing customer-satisfaction scores, among the best in the federal government. During the last redesign of the site, new features were tested with members of the target audiences in multiple rounds of usability testing. The new design has received significant increases in traffic and customer-satisfaction scores. There is no uniform process for ensuring content on other NASA sites is meeting user expectations and that the customer experience is continually enhanced. Many Centers use web site statistics tools to determine usefulness of websites across the Center. Some also routinely conduct customer-satisfaction surveys to determine improvement areas. Some Centers use the Google Search appliance to provide users with meaningful search results and the ability to get more information through the "ask a librarian" link from the Google search results page. The responsibility for customer experience is typically placed on the site's Responsible NASA Official. However, NASA has no process for validating the results of these efforts or establishing best practices for the rest of the agency.

Indicator(s):

Indicator:1

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