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? NSF periodically conducts focus groups and usability testing of NSF.gov to evaluate if the site is meeting user expectations and to identify areas for improvement. Major enhancements to the site undergo usability testing before being deployed. NSF currently has a contract that includes a task to review data collection and user feedback methods used for the NSF web site, and to develop a plan and procedures for analyzing the data and feedback to identify potential site improvements. NSF also continually requests feedback from users on their experience with areas of the site that have been identified as challenging, such as search. Research.gov uses the ACSI survey to track user satisfaction with the site.

Indicator(s):

Indicator:1

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