Documents/FTC2010/1: Protect Consumers/1.1: Fraud, Deception, and Unfair Practices/Indicator:3

Indicator: Performance Measure 1.1.3

[Qualitative::Outcome]

Measurements in/of The rate of customer satisfaction with the FTC’s Consumer Response Center.

Relationships:

Type Target Actual Target Actual Target Actual Target Actual Target Actual Target Target
StartDate 2005-10-01 2005-10-01 2006-10-01 2006-10-01 2007-10-01 2007-10-01 2008-10-01 2008-10-01 2009-10-01 2009-10-01 2010-10-01 2011-10-01
EndDate 2006-09-30 2006-09-30 2007-09-30 2007-09-30 2008-09-30 2008-09-30 2009-09-30 2009-09-30 2010-09-30 2010-09-30 2011-09-30 2012-09-30
Units
Description n/a n/a n/a n/a n/a n/a n/a n/a Target: (A) For the website, exceed average citizen satisfaction rate as published in the American Customer Satisfaction Index E-Government Satisfaction Index (B) For the call center, meet or exceed standards for call centers developed by the Citizen Service Levels Interagency Committee (A) Exceeded (B) Met In FY 2010, the average citizen satisfaction score for participating federal government websites was 74, and the score for the FTC’s website was 75. The standard for call centers was 76, and the FTC’s score was 76. Data Source: Reports from the U.S. Department of the Interior’s Federal Consulting Group, the executive agent for the American Customer Satisfaction Index, which is produced by the University of Michigan in partnership with the American Society for Quality, ForeSee Results and the CFI Group. See (A) and (B) See (A) and (B)

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