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Indicator: Key Measure 1.3.2
[Qualitative::Outcome]
Measurements in/of Customer satisfaction with an FTC consumer education website or microsite.
Relationships:
Other Information:
PERFORMANCE HIGHLIGHTS The FTC used the American Customer Satisfaction Index to measure how satisfied visitors to OnGuardOnline.gov
are. Over 100 federal agencies use this survey to measure customer satisfaction. In FY 2010, the FTC collected 3,721 completed
surveys for OnGuardOnline.gov, which maintained an overall customer satisfaction score of 77, above the benchmark score of
74 for government websites. The survey also allows the FTC to measure key website elements such as navigation, site information,
look and feel, site performance and functionality. The OnGuardOnline.gov score for each of these elements was above the national
benchmark for satisfaction. In addition, when visitors were asked whether they were able to do what they wanted on the site,
73 percent said yes and another 18 percent said partially, a strong indication that the site is an effective and helpful tool
for consumers.
| Type |
Target |
Target |
Target |
Actual |
Target |
Actual |
Target |
Actual |
Target |
Target |
| StartDate |
2005-10-01 |
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 |
2007-09-30 |
2008-09-30 |
2008-09-30 |
2009-09-30 |
2009-09-30 |
2010-09-30 |
2010-09-30 |
2011-09-30 |
3012-09-30 |
| Satisfaction Rate |
|
|
|
|
|
|
|
|
|
|
| Description |
n/a |
n/a |
n/a |
n/a |
n/a |
n/a |
Exceed average citizen satisfaction rate as published in the American Customer Satisfaction Index E-Government Satisfaction
Index.
|
Exceeded. Target Met. In FY 2010, the FTC evaluated OnGuardOnline. gov, a joint effort of the federal government and the technology
industry, created, maintained, and marketed by the FTC to help computer users guard against Internet fraud, secure their computers,
and protect their personal information. The average citizen satisfaction score for participating federal government websites
was 74, and the score for OnGuardOnline.gov was 77. 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.
|
Exceed average citizen satisfaction rate as published in the American Customer Satisfaction Index E-Government Satisfaction
Index
|
Exceed average citizen satisfaction rate as published in the American Customer Satisfaction Index E-Government Satisfaction
Index
|
|
