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 Office of Digital Strategy reviews user feedback captured through feedback forms on every page of WhiteHouse.gov, periodic surveys, and social media comments. Whitehouse.gov has prompts across the site asking for feedback on content and on user experience. We routinely read and review the submissions and respond accordingly. We monitor the comments to our wall posts on Facebook and replies to our tweets on Twitter and established a Twitter hashtag for feedback on our website’s technology and overall user experience (#WHWeb) , which gives us insight into what people are responding to, want more of or dislike. We also regularly create surveys of our various audiences (this year: website, Facebook audience, twitter audience) to gauge how we’re meeting their needs and expectations. We monitor our traffic metrics and use that information to guide decisions on creating content and prioritizing development updates.

Indicator(s):

Indicator:1

Content