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? SBA utilizes the ACSI Customer Satisfaction Survey and regularly analyzes the results and areas for further analysis to enhance the online experience across key elements, including search, functionality, navigation, look-and-feel, content, etc... In addition, the SBA Web team is currently integrating ongoing usability testing of its site and will soon be engaging customer segments via focus sessions to better understand user reactions and usability patterns.

Indicator(s):

Indicator:1

Content