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? Agencies regularly update web content through web and public affairs staff to ensure the right information is available to stakeholders, responding to inquiries and making revisions where appropriate. A number of USDA agencies utilize ACSI/Foresee analytics to provide customer satisfaction feedback, however some have recently terminated the use of this tool due to lack of funding. Analytics tools are evaluated daily, weekly and monthly, to understand aggregate visitor actions or trends. The Department also continually monitors and acts upon feedback from other channels, including its automated question and answer applications, email submissions, and in-person interactions with stakeholders. The Department follows recognized best practices in development, design, and maintenance of web content. Agency teams participate in training and workshops offered by GSA’s Web Manager University, within resource constraints.

Indicator(s):

Indicator:1

Content