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? VA conducts American Customer Satisfaction Surveys (ACS) monthly. These surveys have been conducted since 2006 and are posted on the VA Intranet Site. The survey is comprised of questions in the following areas: content, functionality, look and feel, navigation, search, site performance, satisfaction, if the individual would recommend our website to another person, and they are likely to return to the VA Website. VA uses these surveys to track the trends of each question and graphs the results for the preceding 12 months. Additionally, VA Web Operations deployed WebTrends for all VA Internet website. WebTrends is the analytics software that analyzes each Website or sub site’s traffic. The results from the analysis are posted on VA’s Intranet and allow VA provides web content managers with real time access to the reports. The reports include a high level review of number of visitors per day, average length of stay and in-depth reporting on number of pages an average visitor hits, the URL the visitor is entering and exiting the site, how many hits are single page hits, path analysis for entry into the website, and the number of failed hits to the Web site. Most VA Websites conduct traffic and search log analysis and utilize customer satisfaction surveys and feedback from contact forms to ensure user expectations are met and customer experience is enhanced as necessary. VA is also instituting a usability study, as mentioned earlier to find out the best way to reach VA’s customers. VA also takes feedback from non traditional outlets such as social media platforms like Facebook and Twitter.

Indicator(s):

Indicator:1

Content