{ "version" : "https://jsonfeed.org/version/1", "content" : "news", "type" : "single", "title" : "Digital Metrics for Federal Agencies |Digital.gov", "description": "Digital Metrics for Federal Agencies", "home_page_url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/","feed_url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2013/07/15/digital-metrics-for-federal-agencies/index.json","item" : [ {"title" :"Digital Metrics for Federal Agencies","summary" : "Digital metrics are critical for measuring, analyzing, and reporting on the effectiveness of your Web, mobile, social media, and other digital channels. Every agency should have a metrics strategy to measure performance, customer satisfaction, and engagement, and use the data to make continuous improvements to serve its customers. Part 1: Common Metrics: Guidance, Best Practices, and","date" : "2013-07-15T11:41:47-04:00","date_modified" : "2025-01-27T19:42:55-05:00","authors" : {"marina-fox" : "Marina Fox"},"topics" : { "analytics" : "Analytics", "customer-experience" : "Customer experience", "mobile" : "Mobile", "social-media" : "Social media", "usability" : "Usability" },"branch" : "bc-archive-content-3", "filename" :"2013-07-15-digital-metrics-for-federal-agencies.md", "filepath" :"news/2013/07/2013-07-15-digital-metrics-for-federal-agencies.md", "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/bc-archive-content-3/content/news/2013/07/2013-07-15-digital-metrics-for-federal-agencies.md", "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/bc-archive-content-3/content/news/2013/07/2013-07-15-digital-metrics-for-federal-agencies.md","slug" : "digital-metrics-for-federal-agencies","url" : "/preview/gsa/digitalgov.gov/bc-archive-content-3/2013/07/15/digital-metrics-for-federal-agencies/","content" :"\u003cp\u003eDigital metrics are critical for measuring, analyzing, and reporting on the effectiveness of your Web, mobile, social media, and other digital channels. Every agency should have a metrics strategy to measure performance, customer satisfaction, and engagement, and use the data to make continuous improvements to serve its customers.\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003ePart 1: \u003ca href=\"#part-1\"\u003eCommon Metrics: Guidance, Best Practices, and Tools\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003ePart 2: \u003ca href=\"#part-2\"\u003eReporting Requirements and Common Tools\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003ePart 3: \u003ca href=\"#part-3\"\u003eRationale and Framework for Common Metrics and Measures\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003ePart 4: \u003ca href=\"#part-4\"\u003eCase Studies, Training, and Additional Resources\u003c/a\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch2 id=\"a-namepart-1apart-1-common-metricsguidance-best-practices-and-tools\"\u003e\u003ca name=\"part-1\"\u003e\u003c/a\u003ePart 1: Common Metrics—Guidance, Best Practices, and Tools\u003c/h2\u003e\n\u003cp\u003eAgencies should ensure that they collect, analyze, and report on a minimum baseline set of performance and customer satisfaction measures. It’s important to collect a variety of metrics—not just visits or page views—to get a holistic picture of how well you’re delivering your digital services and information. While a goal of the Digital Strategy is to have a common set of performance measures and consistent means of collecting data, agencies may have varied approaches to using and interpreting the data based on individual agency and website goals.\u003c/p\u003e\n\u003cp\u003eAdopting a common set of baseline measures and tools across all federal executive branch agencies has many benefits, including providing an unprecedented, government-wide view of how well agencies serve their customers.\u003c/p\u003e\n\u003cp\u003eGuidance on common metrics is divided into the following sections, which describe what you should measure, what to do with the data, and common tools to help you collect and analyze your metrics:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003eWeb performance\u003c/li\u003e\n\u003cli\u003eCustomer satisfaction\u003c/li\u003e\n\u003cli\u003eSearch\u003c/li\u003e\n\u003cli\u003eUsability\u003c/li\u003e\n\u003cli\u003eMobile\u003c/li\u003e\n\u003cli\u003eSocial media\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch2 id=\"a-nameweb-performance-metricsaweb-performance-metrics\"\u003e\u003ca name=\"web-performance-metrics\"\u003e\u003c/a\u003eWeb Performance Metrics\u003c/h2\u003e\n\u003cp\u003eWeb performance metrics tell you how well your website and other digital services are performing, and are generally derived from tools that measure usage, traffic, site quality, and performance.\u003c/p\u003e\n\u003ch3 id=\"what-to-collect\"\u003eWhat to Collect\u003c/h3\u003e\n\u003cp\u003e\u003ca href=\"https://obamawhitehouse.archives.gov/sites/default/files/omb/egov/digital-government/digital-government.html#measure-performance\"\u003eMilestone 8.1\u003c/a\u003e of the \u003ca href=\"https://obamawhitehouse.archives.gov/sites/default/files/omb/egov/digital-government/digital-government.html\"\u003eDigital Government Strategy\u003c/a\u003e calls for GSA’s Center for Digital Services Innovation Center to develop guidance on common performance metrics. The following guidance was derived from extensive research of common practices in industry and government and recommendations from the Federal Web Metrics Community of Practice.\u003c/p\u003e\n\u003cp\u003eBelow are ten minimum common baseline performance metrics that agencies should collect for their .gov websites. They will help you measure different elements of performance, such as how many people are visiting your websites, how much time they’re spending on your site, how often they return, etc.\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003eMinimum Common Baseline Performance Metrics\u003c/strong\u003e\u003c/p\u003e\n\u003ctable border=\"1\" cellspacing=\"1\" cellpadding=\"7\"\u003e\n \u003ctr\u003e\n \u003cth scope=\"col\" width=\"15%\"\u003eMetric\u003c/th\u003e\n \u003cth scope=\"col\" width=\"20%\"\u003eDefinition\u003c/th\u003e\n \u003cth scope=\"col\" width=\"20%\"\u003eHow to Use It\u003c/th\u003e\n \u003cth scope=\"col\" width=\"45%\"\u003eBenefits and Considerations\u003c/th\u003e\n \u003c/tr\u003e\n \u003ctr\u003e\n \u003ctd\u003eTotal Visits\u003c/td\u003e\n \u003ctd\u003e\u003cem\u003eVisit\u003c/em\u003e is an interaction by an individual viewing one or more pages on your website.\u003c/td\u003e\n \u003ctd\u003eProvides high-level information on the breadth of traffic to a given digital service.\u003c/td\u003e\n \u003ctd\u003eMost universal, fundamental, and accurate way to measure volume of traffic. Also most popular and widely reported metric for cross-comparing traffic from various websites. Most common question about your website traffic is, \u0026#8220;How many visits does your website get a day or month?\u0026#8221; Tracked over time, total visits create a historical trend of your website traffic and a baseline that can be used to compare against future traffic patterns and changes. Caveat is that total visits is sometimes confused with number of unique individuals who use your site (data that can only be measured by unique visitors).\u003c/td\u003e\n \u003c/tr\u003e\n \u003ctr\u003e\n \u003ctd\u003eTotal Page Views\u003c/td\u003e\n \u003ctd\u003e\u003cem\u003ePage view\u003c/em\u003e is number of times a page was viewed during the designated time period (e.g., monthly).\u003c/td\u003e\n \u003ctd\u003eProvides high-level information on the breadth of content usage of a given digital service.\u003c/td\u003e\n \u003ctd\u003eInvaluable for measuring overall volume and how much content people use on your website. Can give you a number of\u003cbr /\u003e \u0026#8220;eye balls\u0026#8221; for your content at a high-level. This metric is also universal and cross-comparable with other websites.\u003c/td\u003e\n \u003c/tr\u003e\n \u003ctr\u003e\n \u003ctd\u003eUnique Visitors\u003c/td\u003e\n \u003ctd\u003e\u003cem\u003eUnique visit\u003c/em\u003e is one person (or a computer/IP address) who visits your website at least once during a designated time period (e.g., monthly).\u003c/td\u003e\n \u003ctd\u003eProvides high-level information on the breadth of traffic to and content usage of a given digital service.\u003c/td\u003e\n \u003ctd\u003ePowerful, invaluable metric because it’s the only measure that accurately calculates how many individual people (or physical computers) actually visited your website in a given time. Combined with total visits, it can tell a comprehensive story about your customers and their visit patterns. Gives you unique \u0026#8220;universe\u0026#8221; or population of visitors vs. aggregate totals.Agencies need to follow \u003ca href=\"http://www.whitehouse.gov/sites/default/files/omb/assets/memoranda_2010/m10-22.pdf\"\u003eOMB guidance on using persistent cookies\u003c/a\u003e with online performance and customer satisfaction tools.\u003c/td\u003e\n \u003c/tr\u003e\n \u003ctr\u003e\n \u003ctd\u003ePage Views per Visit\u003c/td\u003e\n \u003ctd\u003eNumber of page views in a reporting period divided by number of visits in the same reporting period.\u003c/td\u003e\n \u003ctd\u003eMeasures depth of a visit and level of engagement.\u003c/td\u003e\n \u003ctd\u003eVery important for understanding engagement level of a visit. However, because there are different types of websites (e.g., transactional, navigational, directional, etc.), this metric should be used and interpreted within the context of each website’s goals. For example, a directional website’s goal may be to send its visitor from point A to point B, and point B happens to be a different website. In that case, you may only have one page per visit as your desired average. In other cases, a website’s goal may be to provide a high volume of content (multiple page views) within the same website. In any of these cases, this metric will help determine if the website is doing its job by providing the desired number of pages per visit.\u003c/td\u003e\n \u003c/tr\u003e\n \u003ctr\u003e\n \u003ctd\u003eAverage Visit Duration\u003c/td\u003e\n \u003ctd\u003eLength of time in a session (activity on a website during a specified time period).\u003c/td\u003e\n \u003ctd\u003eMeasures extent of a visit.\u003c/td\u003e\n \u003ctd\u003eTells you how long your visitors stay on your website. Should be interpreted based on each website’s goals. For example, is your website’s goal to get your customers the information they need in the least amount of time? Or send them to a different website? Or, are you trying to engage them with your website content so that they stay on the website as long as possible? This metric will help you determine if your website is meeting those goals.\u003c/td\u003e\n \u003c/tr\u003e\n \u003ctr\u003e\n \u003ctd\u003eTime on Page\u003c/td\u003e\n \u003ctd\u003eTime visitors spend on individual pages.\u003c/td\u003e\n \u003ctd\u003eMeasures extent of a visit.\u003c/td\u003e\n \u003ctd\u003eCritical for measuring effectiveness of specific pages (e.g., content campaigns, transactional pages, etc.) that carry a specific purpose. For example, your website is launching an awareness campaign by placing key content on your website’s home page. Because visitors can view multiple pages within the same visit (e.g., home page and others), you’ll need to know how much time was devoted to each visited page to measure each page’s effectiveness.\u003c/td\u003e\n \u003c/tr\u003e\n \u003ctr\u003e\n \u003ctd\u003eBounce Rate\u003c/td\u003e\n \u003ctd\u003ePercentage of visitors who looked at only one page and immediately left the site.\u003c/td\u003e\n \u003ctd\u003eMeasures depth and quality of a visit.\u003c/td\u003e\n \u003ctd\u003eMeasures percentage of people who come to your website and leave instantly. Invaluable metric to determine if your website is doing a great job (e.g., for directional sites, you may be looking for a high bounce rate because you want to direct visitors off to an external site), or a poor job (e.g., for content-heavy sites, if the bounce rate is high, the website may not be appealing, interesting or have other issues that make visitors leave without trying another page).\u003c/td\u003e\n \u003c/tr\u003e\n \u003ctr\u003e\n \u003ctd\u003eNew vs. Returned Visitor\u003c/td\u003e\n \u003ctd\u003eRatio between first-ever site visitors to returning visitors, a User that Visited the site prior to the reporting period.\u003c/td\u003e\n \u003ctd\u003eMeasures visitor loyalty and site stickiness.\u003c/td\u003e\n \u003ctd\u003eDerived from \u0026#8220;unique visitors\u0026#8221; and used within a set time frame to compare new visitors vs. returned. Depending on your website’s goals, you always want to measure and differentiate between those two types of visitors. Will help you understand if your website is attracting the same audience on a consistent basis, driving new visitors to the site, or a balance of both. Especially valuable when trying to expand reach to different types of audiences with varied interests from various locations. Note: Requires tracking unique visitors, as described above.\u003c/td\u003e\n \u003c/tr\u003e\n \u003ctr\u003e\n \u003ctd\u003e\u003ca name=\"visits-per-visitor\"\u003e\u003c/a\u003eVisits per Visitor for a given time frame\u003c/td\u003e\n \u003ctd\u003eNumber of times a Visitor visited your website during the designated time period (e.g., monthly).\u003c/td\u003e\n \u003ctd\u003eMeasures visitor loyalty and site stickiness.\u003c/td\u003e\n \u003ctd\u003eDerived metric that uses \u0026#8220;Unique Visitors\u0026#8221; and \u0026#8220;Total Visits.\u0026#8221; Important for determining how \u0026#8220;\u003ca href=\"http://en.wikipedia.org/wiki/Sticky_content\"\u003esticky\u003c/a\u003e\u0026#8221; your website is and whether your content is compelling enough. Regardless of your website goals, you probably want visitors to come to your website more than once. Allows you to track and trend average visits per visitor against a set time frame, identifying the time(s) when your visitors tend to come back more or less often. Can be used to track content releases and campaigns to determine what factors contribute to more frequent visits per visitor.\u003c/td\u003e\n \u003c/tr\u003e\n \u003ctr\u003e\n \u003ctd\u003eTotal Number of On–Site Search Queries\u003c/td\u003e\n \u003ctd\u003eTotal number of times site search was used.\u003c/td\u003e\n \u003ctd\u003eExtent to which a visitor uses the site’s search engine.\u003c/td\u003e\n \u003ctd\u003eGood indicator of visitor behavior patterns and ease of finding content. Heavy use of an on-site search engine could mean visitors are unable to quickly find content they expected to find when they first landed on your site. Or, could mean visitors don’t want to read through content and would rather skip to search box to find specific information. In contrast, low number of search queries may mean content is readily available and complete. This metric will help determine if any of those scenarios apply to your website.\u003c/td\u003e\n \u003c/tr\u003e\n\u003c/table\u003e\n\u003cp\u003eDefinitions above are derived from the \u003ca href=\"https://www.smartz.com/blog/wp-content/uploads/2009/04/waa-standards-analytics-definitions-volume-i-20070816.pdf\"\u003eWeb Analytics Association’s Definitions of Common Metrics Terms (PDF, 111 KB, 34 pages, January 2008)\u003c/a\u003e\u003c/p\u003e\n\u003ch3 id=\"how-to-collect-and-analyze-the-data\"\u003eHow to Collect and Analyze the Data\u003c/h3\u003e\n\u003cp\u003eBelow are a set of recommendations to help you collect and analyze the common Web performance metrics.\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003e1. Analyze data across various Web Dimensions.\u003c/strong\u003e While having the core common Web metrics is the foundation for measuring digital services’ performance, the true insights come from being able to slice and dice the data across various Web dimensions. Agencies should use dimensions, such as time, content, marketing, and demographics with the common baseline Web metrics to gather crucial specifics that will give a comprehensive and holistic picture of how your website is performing and where you need to make improvements.\u003c/p\u003e\n\u003cp\u003eThis is the break-down of recommended dimensions and the types of insights each of them would add to your Web metrics reports:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\n\u003cp\u003e\u003cstrong\u003eTime\u003c/strong\u003e (Day/24 hours, week, month, year)\u003c/p\u003e\n\u003c/li\u003e\n\u003cli\u003e\n\u003cp\u003e\u003cstrong\u003eContent\u003c/strong\u003e (Pages, downloaded files, offsite links, on-site search queries, RSS feeds)\u003c/p\u003e\n\u003c/li\u003e\n\u003cli\u003e\n\u003cp\u003e\u003cstrong\u003eMarketing\u003c/strong\u003e (Referring domains/sites/pages, referring search keywords/phrases)\u003c/p\u003e\n\u003c/li\u003e\n\u003cli\u003e\n\u003cp\u003e\u003cstrong\u003eTechnology\u003c/strong\u003e (Browser – Web/mobile, browser – version, platform, mobile devices, screen size)\u003c/p\u003e\n\u003c/li\u003e\n\u003cli\u003e\n\u003cp\u003e\u003cstrong\u003eDemographics\u003c/strong\u003e (Network/ISP/organization, country, state/local, city). A major caveat for the Web analytics Demographics dimension is that most Web analytics solutions are limited to the demographic information derived from an IP address of visitors computer and the network they use. Hence, the traditional, commonly associated with demographics visitor information, such as age, gender, Internet preferences etc., are not typically available via those solutions. To address the need for having the more specific customer-centric demographics, the recommended option is to use panel-based or ISP-based third-party solutions that provide website-specific and comparative analysis of websites across Federal Government Internet category (e.g., usa.gov vs. whitehouse.gov) as well as cross Internet category (e.g., irs.gov vs. yahoo.com).\u003c/p\u003e\n\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003eThe use of these five Web dimensions will allow for insightful, sophisticated reporting and research to answer such common questions, as:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003eHow many of our site visits came from the U.S. vs. internationally? Via a mobile device using a search engine?\u003c/li\u003e\n\u003cli\u003eHow many visits and page views came from .gov domains vs. commercial sites in the last 12 months?\u003c/li\u003e\n\u003cli\u003eWhat are the top X offsite pages that visitors go to after leaving our website?\u003c/li\u003e\n\u003cli\u003eWhat are our top on-site search queries? Do they contain any content that our website lacks or is hard to find?\u003c/li\u003e\n\u003cli\u003eAre our top X pages different for visitors accessing the site from Web browsers (e.g., Internet Explorer, Firefox) vs. mobile browsers?\u003c/li\u003e\n\u003cli\u003eWhere/what U.S. location (state/city) are the most/least frequent visitors coming from?\u003c/li\u003e\n\u003cli\u003eWhen (what days or months) does our website have highs and lows in traffic (e.g., visits)? Are those traffic changes driven by content releases or seasonality (e.g., summer, tax preparation time, etc.)?\u003c/li\u003e\n\u003cli\u003eWhat are the most popular search terms from our top referring search engines? Are those terms/phrases closely tied to the name of the website or do visitors find our website by searching the types of services or information that the website provides?\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003e\u003cstrong\u003e2. Use a variety of data to tell a complete story.\u003c/strong\u003e The intent of measuring isn’t to collect a bunch of isolated, raw data. The purpose is to collect a diverse set of data that is analyzed holistically and where someone makes connections to tell a complete story about how people are using and engaging with your website or other digital channel.\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003e3. Focus on making continuous improvements.\u003c/strong\u003e The ultimate goal is to drive a \u003ca href=\"http://www.kaushik.net/avinash/best-web-analytics-tools-quantitative-qualitative/\"\u003econtinual improvement of the online experience\u003c/a\u003e for your customers. Experts call these “actionable metrics,” as described in this \u003ca href=\"http://www.slideshare.net/emagination/actionable-web-analytics-for-e-governmentedit\"\u003eWeb Analytics presentation\u003c/a\u003e and \u003ca href=\"https://moz.com/blog/11-analytics-metrics-that-are-actionable\"\u003eweb analytics blog\u003c/a\u003e. Use the metrics you gather to make targeted, data-driven improvements to your site, and track changes you’ve made to measure levels of success. In essence, you’re listening to your customers, and you’re making improvements based on what you hear.\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003e4. Use the data to prioritize resource needs and improvements.\u003c/strong\u003e In addition to measuring performance and satisfaction, metrics such as total page views will help you identify which content is most heavily used by your customers. This can be used to identify your customers’ top tasks so you can prioritize making improvements to that content first. In many cases, websites follow a “\u003ca href=\"http://en.wikipedia.org/wiki/Long_Tail\"\u003elong tail\u003c/a\u003e” pattern, where a few of the most popular webpages garner the most website traffic. If this is the case with your website, you can make improvements to that content first, which may give you the biggest return on investment and impact on overall customer experience.\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003e5. Be careful not to misinterpret the data.\u003c/strong\u003e Always be prepared to do a deeper dive and ask critical questions so you don’t inadvertently misinterpret your data. For example, you may think that having a longer average time on site is good because it means people are spending more time on your site and are more engaged. But the flip side could actually be true—people may be spending longer because they can’t find what they need. In this case, you may want to identify your most visited pages to see what is a reasonable amount of time people should spend on those pages and see if that aligns with the actual data. You may also need to look at customer satisfaction data for that content, bounce rates, etc. This is why it’s important to look at a variety of metrics.\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003e6. Provide context.\u003c/strong\u003e To minimize the chance for misinterpretation of this data, you’re encouraged to “tell your digital metrics story” on your /digitalstrategy page. Provide background or supporting information to help your readers understand what this data means for your agency, beyond just numbers. For example, key measures for a Web portal may be different from an informational site, so take the opportunity to explain how.\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003e7. Set performance targets and make sure they align with agency and business goals.\u003c/strong\u003e Setting performance targets will give you defined goals that align with your agency mission and particular business objectives. You can identify targets based on prevailing practices from government or industry, or you can set goals to improve a particular metric over time. For example, you could set a goal to achieve a particular bounce rate, knowing that the average bounce rate for websites is 50%, according to Inc.com. Given this information, there might be cause for concern if you have a higher than \u003ca href=\"http://www.inc.com/guides/2011/01/how-to-reduce-your-website-bounce-rate.html\"\u003eaverage bounce rate\u003c/a\u003e or if your bounce rate continues to increase (unless of course, you determine that a high bounce rate is good, as may be the case with a link portal site). In this scenario, you’d want to look at other metrics to get a complete picture and identify ways to improve the content and better engage your customers.\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003e8. Measure what matters to your customers.\u003c/strong\u003e Keep in mind that people may use government websites specifically (when filing tax returns, to get a form), periodically (travel advisories abroad), or continuously (weather site). Depending on your site’s purpose and goals, some measures may be more important and better indicators of success. For example, when looking at average visits per visitor, the expectations of what is good or bad may vary widely by business model, as explained by Web Analytics Demystified. If you have a customer support type website, having a low average visits per visitor may be good since it could suggest that people don’t need to have multiple visits because they’re quickly satisfied with your service or they’re able to quickly resolve problems via other customer service channels (i.e., phone, in-person). But having a high visit per visitor may be good for a website whose primary purpose is a marketing campaign where you’re looking for many people to return often to your site and engage regularly.\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003e9. Create compelling reports that turn data into action.\u003c/strong\u003e Learn how to present your data in ways that clearly convey key messages for decision-makers and those creating your digital content.\u003c/p\u003e\n\u003cp\u003eUse the \u003ca href=\"http://www.juiceanalytics.com/writing/introducing-chart-chooser-v2/\"\u003eChart Chooser tool\u003c/a\u003e at Juice Analytics to help you find the right chart or graph to illustrate your data.\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003e10. Stay informed with industry research and expert reviews.\u003c/strong\u003e The metrics landscape is vast and there’s a lot to learn. Check out reviews and blogs such as \u003ca href=\"http://www.kaushik.net/avinash/\"\u003eOccam’s Razor\u003c/a\u003e, which explains the complexities of Web analytics in a simple, easy-to-understand way. Sample relevant articles include \u003ca href=\"http://www.kaushik.net/avinash/web-analytics-success-measurement-government-websites/\"\u003eWeb Analytics Success Measurement For Government Websites\u003c/a\u003e; \u003ca href=\"http://www.kaushik.net/avinash/getting-started-with-web-analytics-step-one-glean-macro-insights/\"\u003eGetting Started With Web Analytics: Step One—Glean Macro Insights\u003c/a\u003e; and \u003ca href=\"http://www.kaushik.net/avinash/beginners-guide-web-data-analysis-ten-steps-tips-best-practices/\"\u003eBeginner’s Guide to Web Data Analysis: Ten Steps To Love \u0026amp; Success\u003c/a\u003e.\u003c/p\u003e\n\u003cp\u003eAlso, stay informed of advances in metrics and measurement by following organizations such as the \u003ca href=\"http://pewinternet.org/\"\u003ePew Research Center’s Internet \u0026amp; American Life Project,\u003c/a\u003e which researches the evolution of the Internet and its impact on American society; they have lots of great data on how people use the Web, social media, and mobile. Review white papers, online books, and case studies from \u003ca href=\"http://www-01.ibm.com/software/analytics/government/\"\u003eIBM Business Analytics for Government\u003c/a\u003e, or \u003ca href=\"http://www.webanalyticsdemystified.com/content/index.asp\"\u003eWeb Analytics Demystified\u003c/a\u003e.\u003c/p\u003e\n\u003cdiv class=\"image\"\u003e\n \u003cimg\n src=\"https://s3.amazonaws.com/digitalgov/_legacy-img/2014/01/common-web-performance-metrics.png\"\n alt=\"Chart at top showing the Government-Wide Common Web Performance Metrics title and four boxes, starting with Measures of Breadth (Visitors, Unique; Visits, Total Sessions; Page Views, Total); Measures of Depth (Pages per visit, Average; Visit Duration, Average; Time on Page, Average; Bounce Rate, % of Visits w/ 1 Page View); Measures of Loyalty (New vs. Returned Visitors; Visits per Visitor, Average); Measures of Direct Engagement (On-Site Search Queries, Total). Chart at bottom showing the Common Web Performance Dimensions for Metrics title and five boxes starting with Time (Day, 24 hours; Week; Month; Year); Content (Site Pages; Downloaded Files, e.g. PDF; Offsite Links; On-site Search Queries; RSS Feeds); Marketing (Referring Domain/Site/Page; Referring Search Keywords; Referring Search Phrases); Technology (Browser, Web \u0026amp; Mobile; Browser Version, Web \u0026amp; Mobile; Platform; Mobile Devices; Screen Size); Demographics (Country; State/Locale; City; Organization).\"/\u003e\u003c/div\u003e\n\n\n\u003ch2 id=\"a-namecustomer-satisfaction-metricsacustomer-satisfaction-metrics\"\u003e\u003ca name=\"customer-satisfaction-metrics\"\u003e\u003c/a\u003eCustomer Satisfaction Metrics\u003c/h2\u003e\n\u003cp\u003eMilestone 8.1 of the \u003ca href=\"http://www.whitehouse.gov/sites/default/files/omb/egov/digital-government/digital-government.html\"\u003eDigital Government Strategy\u003c/a\u003e calls for GSA’s Center for Digital Services Innovation Center to develop guidance on common customer satisfaction metrics. The following guidance was derived from extensive research of common practices in industry and government and input from the \u003ca href=\"https://www.howto.gov/communities/federal-web-managers-council/metrics\"\u003eFederal Web Metrics Community of Practice\u003c/a\u003e and \u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/communities/web-content-managers/\"\u003eFederal Web Managers Council\u003c/a\u003e.\u003c/p\u003e\n\u003cp\u003eBelow are minimum common baseline customer satisfaction metrics that agencies should collect for their .gov websites. They will tell you how people perceive the information and services you provide, and are generally derived from surveys or other direct interactions with your customers. As part of an effective Customer Service Strategy, you should collect, analyze, and act upon customer feedback in coordination with performance metrics.\u003c/p\u003e\n\u003cp\u003eNote that the four baseline metrics below are considered “beta.” Working through agencies, the effectiveness of the measures and questions will be evaluated in the next six months with an eye to developing a strong set of common satisfaction metrics across government.\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003eWhat to Measure\u003c/strong\u003e\u003c/p\u003e\n\u003ctable border=\"1\" cellspacing=\"1\" cellpadding=\"7\"\u003e\n \u003ctr\u003e\n \u003cth scope=\"col\" width=\"25%\"\u003eMetric\u003c/th\u003e\n \u003cth scope=\"col\" width=\"25%\"\u003eDefinition\u003c/th\u003e\n \u003cth scope=\"col\" width=\"25%\"\u003eWays to Use This Metric\u003c/th\u003e\n \u003cth scope=\"col\" width=\"25%\"\u003eBenefits\u003c/th\u003e\n \u003c/tr\u003e\n \u003ctr\u003e\n \u003ctd\u003eOverall customer experience\u003c/td\u003e\n \u003ctd\u003eCustomer’s perception of the experience of their visit.\u003c/td\u003e\n \u003ctd\u003eUsed to baseline and benchmark scores from month-to-month or year-to-year. Some tools allow for comparisons across agencies.\u003c/td\u003e\n \u003ctd\u003eVery useful as overall benchmark. However, overall experience can be influenced (negatively or positively) by how someone feels overall about your organization.\u003c/td\u003e\n \u003c/tr\u003e\n \u003ctr\u003e\n \u003ctd\u003eCompletion rate of intended task\u003c/td\u003e\n \u003ctd\u003eThe customer’s perceived ability to get the information or service they came to accomplish.\u003c/td\u003e\n \u003ctd\u003eVery actionable data that gives accurate picture of whether people could successfully complete their task. Determines needs of the customer, and gaps and deficiencies in services and information.\u003c/td\u003e\n \u003ctd\u003eUseful to compare with actual performance data. Some tools allow for integration between performance and customer satisfaction metrics.\u003c/td\u003e\n \u003c/tr\u003e\n \u003ctr\u003e\n \u003ctd\u003ePercent of visitors likely to return\u003c/td\u003e\n \u003ctd\u003eA customer’s perceived willingness to choose your service for the same or similar task in the future.\u003c/td\u003e\n \u003ctd\u003eGauges adoption \u0026 loyalty.\u003c/td\u003e\n \u003ctd\u003eImportant to pair this \u0026#8220;intention\u0026#8221; with actual returning visitor data to make better predictions about your customers.\u003c/td\u003e\n \u003c/tr\u003e\n \u003ctr\u003e\n \u003ctd\u003ePercent of visitors likely to recommend\u003c/td\u003e\n \u003ctd\u003eA customer’s perceived willingness to recommend your product or service.\u003c/td\u003e\n \u003ctd\u003eGauges adoption \u0026 loyalty.\u003c/td\u003e\n \u003ctd\u003eImportant to pair this \u0026#8220;intention\u0026#8221; with increase in new visitor data to make better predictions about your customers.\u003c/td\u003e\n \u003c/tr\u003e\n\u003c/table\u003e\n\u003cp\u003e\u003cstrong\u003eOther measures to consider:\u003c/strong\u003e\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003eEase of getting information or using your service\u003c/li\u003e\n\u003cli\u003eTimeliness of getting the information\u003c/li\u003e\n\u003cli\u003eDoes the information meet and/or exceed expectations\u003c/li\u003e\n\u003cli\u003eRelevancy and usefulness of the information\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch3 id=\"how-to-collect\"\u003eHow to Collect\u003c/h3\u003e\n\u003cp\u003e\u003cstrong\u003eCustomer Satisfaction Survey Questions\u003c/strong\u003e\u003c/p\u003e\n\u003cp\u003eTo help you collect the common customer satisfaction metrics above, the following are recommended questions to ask via online customer satisfaction surveys. These questions are based on extensive research from Forrester, Gartner, other industry practices, and a review of what agencies are already doing to measure customer satisfaction.\u003c/p\u003e\n\u003col\u003e\n\u003cli\u003eHow would you rate your overall experience today? (Scale of 1-5 or 1-10)\u003c/li\u003e\n\u003cli\u003eWere you able to complete the purpose of your visit? (Yes or No — if not, why not?)\u003c/li\u003e\n\u003cli\u003eWould you still return to this website if you could get this information or service from another source? (Yes or No)\u003c/li\u003e\n\u003cli\u003eWill you recommend this website to a friend or colleague? (Yes or No)\u003c/li\u003e\n\u003c/ol\u003e\n\u003cp\u003eAdditionally, these are questions that some agencies have used to gather related insights on customer satisfaction:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003eWas the information easy to understand?\u003c/li\u003e\n\u003cli\u003eWas the information useful?\u003c/li\u003e\n\u003cli\u003eWas the experience enjoyable?\u003c/li\u003e\n\u003cli\u003eWas it easy for you to find what you were looking for?\u003c/li\u003e\n\u003cli\u003eIs this service being delivered in a reasonable amount of time? [Yes/No]\u003c/li\u003e\n\u003cli\u003eDid you get useful information beyond what you were looking for?\u003c/li\u003e\n\u003cli\u003eDid the interaction with this organization meet your needs?\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003e\u003cstrong\u003eSurvey Methodology\u003c/strong\u003e\u003c/p\u003e\n\u003cp\u003eTo assess the validity of the data and provide context, agencies should also consider collecting data on the survey methodology and response rates:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003eNumber of surveys delivered\u003c/li\u003e\n\u003cli\u003eNumber of completed surveys\u003c/li\u003e\n\u003cli\u003eCompletion rate (percentage)\u003c/li\u003e\n\u003cli\u003eSurvey delivery methodology (e.g., completed at the end of the visit, served up after third click)\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch3 id=\"strategies-for-analyzing-customer-satisfaction-data\"\u003eStrategies for Analyzing Customer Satisfaction Data\u003c/h3\u003e\n\u003cp\u003eThe \u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/2013/06/19/5-steps-for-delivering-a-better-customer-experience/\"\u003eCustomer Experience model\u003c/a\u003e recommends three steps for Collecting Customer Feedback:\u003c/p\u003e\n\u003col\u003e\n\u003cli\u003e\n\u003cp\u003e\u003cstrong\u003eDefine your goals.\u003c/strong\u003e Establish benchmarks to help your agency set customer performance goals and service standards, typically by either comparison with internal benchmarks, or with other agencies, organizations, or functions.\u003c/p\u003e\n\u003c/li\u003e\n\u003cli\u003e\n\u003cp\u003e\u003cstrong\u003eDetermine how you’ll collect customer feedback.\u003c/strong\u003e Although many agencies will use an online survey to collect customer satisfaction metrics, as described above, there are many ways to collect customer satisfaction data. Also, while many agencies will collect metrics at the aggregate website-level, some agencies have taken a deeper dive to collect satisfaction data at the page-level or for a specific task or application, which can be highly valuable. Agencies that are already collecting customer satisfaction data at a more granular level, are encouraged to look for ways to \u003cstrong\u003eaggregate data\u003c/strong\u003e and also report it at the site-wide level so it can be compared with other federal sites.\u003c/p\u003e\n\u003c/li\u003e\n\u003cli\u003e\n\u003cp\u003e\u003cstrong\u003eTake action on your findings.\u003c/strong\u003e Baseline and benchmark—agencies can take the data and create a baseline of customer perception and benchmark from year-to-year or month-to-month to show improvements in overall experience or increased ability to complete purpose of the customers visit. Look for trends and create an action plan.\u003c/p\u003e\n\u003c/li\u003e\n\u003c/ol\u003e\n\u003ch2 id=\"a-namesearch-metricsasearch-metrics\"\u003e\u003ca name=\"search-metrics\"\u003e\u003c/a\u003eSearch Metrics\u003c/h2\u003e\n\u003cp\u003eSearch is the largest driver of traffic to government content, so it’s critical to publish content that is “findable” by search engines. Agencies should collect and analyze the following search data to help measure performance and customer satisfaction. See best practices for search engine optimization (SEO).\u003c/p\u003e\n\u003ch3 id=\"what-to-collect-1\"\u003eWhat to Collect\u003c/h3\u003e\n\u003ctable border=\"1\" cellspacing=\"1\" cellpadding=\"7\"\u003e\n \u003ctr\u003e\n \u003cth scope=\"col\" width=\"25%\"\u003eMeasure\u003c/th\u003e\n \u003cth scope=\"col\" width=\"25%\"\u003eDefinition\u003c/th\u003e\n \u003cth scope=\"col\" width=\"50%\"\u003eHow to Use It\u003c/th\u003e\n \u003c/tr\u003e\n \u003ctr\u003e\n \u003ctd colspan=\"3\"\u003e\u003cstrong\u003eExternal Search\u003c/strong\u003e\u003c/td\u003e\n \u003c/tr\u003e\n \u003ctr\u003e\n \u003ctd\u003eTop referring commercial search engines\u003c/td\u003e\n \u003ctd\u003eThe search engines (e.g., Google, Bing, Yahoo) that send the most traffic to your site\u003c/td\u003e\n \u003ctd\u003eUse their webmaster tools to optimize your site for these search engines, to make your content easier to find.\u003c/td\u003e\n \u003c/tr\u003e\n \u003ctr\u003e\n \u003ctd\u003eTop referring search terms\u003c/td\u003e\n \u003ctd\u003eThe most-used words and phrases people type into commercial search engines to find your content\u003c/td\u003e\n \u003ctd\u003eVerify that you’re using the words of your customers (not bureaucratic, organizational jargon). Use their terminology in page titles, page content, keywords, and metadata to help your readers and improve SEO.\u003c/td\u003e\n \u003c/tr\u003e\n \u003ctr\u003e\n \u003ctd\u003eTop referring search terms with low Click Through Rates (CTR)\u003c/td\u003e\n \u003ctd\u003eThe most common links followed for specific search terms that don\u0026#8217;t lead to clicks on your website\u003c/td\u003e\n \u003ctd\u003eReview and update any content related to these search terms to make content more compelling and useful.\u003c/td\u003e\n \u003c/tr\u003e\n \u003ctr\u003e\n \u003ctd colspan=\"3\"\u003e\u003cstrong\u003eInternal/Site Search\u003c/strong\u003e\u003c/td\u003e\n \u003c/tr\u003e\n \u003ctr\u003e\n \u003ctd\u003eTop search terms/phrases\u003c/td\u003e\n \u003ctd\u003eThe most-used words and phrases people type into your site’s search box\u003c/td\u003e\n \u003ctd\u003eCreate new content or update existing content to incorporate the \u0026#8220;words of your customers\u0026#8221; in your metadata and content so searchers can find the right information\u003c/td\u003e\n \u003c/tr\u003e\n \u003ctr\u003e\n \u003ctd\u003eTop \u0026#8220;no results\u0026#8221; queries\u003c/td\u003e\n \u003ctd\u003eMost popular, valid searches that don\u0026#8217;t return any results on your site\u0026#8217;s search results page (e.g., because you don\u0026#8217;t have the content on your site, or the content isn\u0026#8217;t findable by the person\u0026#8217;s search term)\u003c/td\u003e\n \u003ctd\u003eReview your content to see if you need to add new content, or update existing content to include the words your readers search for\u003c/td\u003e\n \u003c/tr\u003e\n \u003ctr\u003e\n \u003ctd\u003eTop searches with low Click Through Rates (CTR)\u003c/td\u003e\n \u003ctd\u003eMost popular search terms that people generally don’t act (click) on\u003c/td\u003e\n \u003ctd\u003eIncorporate language from these popular search terms into page titles or descriptions, to encourage searchers to click on your relevant page\u003c/td\u003e\n \u003c/tr\u003e\n \u003ctr\u003e\n \u003ctd\u003eTop changing search terms (movement up/down)\u003c/td\u003e\n \u003ctd\u003eShows trending topics, what’s hot or not\u003c/td\u003e\n \u003ctd\u003eInvestigate why people might be losing interest in once-popular content and consider archiving if it’s no longer needed. For newly popular terms, create new content or update existing content to ensure it’s current, accurate, and complete\u003c/td\u003e\n \u003c/tr\u003e\n \u003ctr\u003e\n \u003ctd\u003ePercentage of visitors using site search\u003c/td\u003e\n \u003ctd\u003ePercentage of people who visited your site and used the search box on your site\u003c/td\u003e\n \u003ctd\u003eFocus on both search and navigation to help visitors find information, improve your information architecture, and make popular content more visible from entry pages\u003c/td\u003e\n \u003c/tr\u003e\n \u003ctr\u003e\n \u003ctd\u003eTop clicked URLs for specific queries\u003c/td\u003e\n \u003ctd\u003eMost common results that searchers found most relevant or appealing, for specific search terms\u003c/td\u003e\n \u003ctd\u003eReview these popular pages and other customer top tasks to make sure they are current, accurate, complete and compelling\u003c/td\u003e\n \u003c/tr\u003e\n \u003ctr\u003e\n \u003ctd colspan=\"3\"\u003e\u003cstrong\u003eSpeed\u003c/strong\u003e\u003c/td\u003e\n \u003c/tr\u003e\n \u003ctr\u003e\n \u003ctd\u003ePage load time\u003c/td\u003e\n \u003ctd\u003eHow quickly pages (including your search results page) load on your site\u003c/td\u003e\n \u003ctd\u003eSpeed is even more important than relevance in terms of whether people engage or abandon search. If pages take a long time to load, search engines won’t crawl them, and users will abandon your site. Make sure your site is optimized to load pages as fast as possible.\u003c/td\u003e\n \u003c/tr\u003e\n\u003c/table\u003e\n\u003ch3 id=\"how-to-collect-1\"\u003eHow to Collect\u003c/h3\u003e\n\u003cp\u003eTo collect search metrics, you\u0026rsquo;ll need to pull data from a variety of sources:\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003e1. Register for the commercial search engines’ webmaster tools\u003c/strong\u003e\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003ca href=\"http://www.bing.com/toolbox/webmaster\"\u003eBing Webmaster Tools\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"https://www.google.com/webmasters/\"\u003eGoogle Webmaster Central\u003c/a\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003e\u003cstrong\u003e2. Collect site search analytics.\u003c/strong\u003e Many site search tools provide analytics as part of their package. Some tools require additional development to publish the data in a readable format for Web managers. Others provide easy-to-use Web interfaces that provide reports on top search terms, click through rates, etc.\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003e3. Collect Web analytics.\u003c/strong\u003e Analytics products provide data on visits, bounce rates, etc. (as noted above)\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003e4. Register for application monitoring tools (optional).\u003c/strong\u003e Many tools are free for limited use. Use to report on site health metrics such as outages, page load times, application responsiveness, etc. (Examples: YSlow, Pingdom, AlertSite)\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003e5. Attend training.\u003c/strong\u003e The DigitalGov University training, USASearch: Enhancing Your Website’s Search, explains how the free \u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/services/search/\"\u003eUSASearch tool\u003c/a\u003e can improve the search function on your government website. Another DigitalGov University training, The Science of Search: Competitive Intelligence for the Government Web Manager shows how to use the “science of search” to improve your search rankings.\u003c/p\u003e\n\u003ch2 id=\"a-nameusability-metricsausability-user-experience-metrics\"\u003e\u003ca name=\"usability-metrics\"\u003e\u003c/a\u003eUsability (User Experience) Metrics\u003c/h2\u003e\n\u003cp\u003eUsability—now more commonly referred to as User Experience—is how a person feels about using a product, system or service, and how easy a product is to use. While Digital Metrics typically looks at the general behavior of groups, User Experience is important because it focuses on how individuals think and act in relation to a product or service.\u003c/p\u003e\n\u003cp\u003eWebsite User Experience focuses on how visitors think information should be organized on a website, what they expect to see when they click on a link, or their ability to find something. It’s important because online services (whether a tax form, an app for finding a bus route, or a phone number for complaints) should be easy to find and use.\u003c/p\u003e\n\u003ch3 id=\"usability-testing\"\u003eUsability Testing\u003c/h3\u003e\n\u003cp\u003e\u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/resources/digitalgov-user-experience-resources/\" title=\"DigitalGov User Experience Program\"\u003eUsability testing\u003c/a\u003e provides an opportunity to watch real people using your product. It can give you important metrics such as how long it takes someone to complete a task, or how many clicks it takes to find something. It also gives you general feedback about design and functionality, offering invaluable insights into what you need to improve. If people can’t use your site, all the work you put into writing, coding and designing your site will be wasted, and you will fail in your mission. Usability testing routinely achieves a \u003ca href=\"http://www.useit.com/alertbox/government-nonprofit.html\"\u003ehigh return on investment\u003c/a\u003e by saving agencies thousands to millions of dollars on development costs.\u003c/p\u003e\n\u003cp\u003eTwo common approaches to usability testing are:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003eLarge-scale qualitative tests include 20-100 (sometimes more) users. Usually used only by large e-commerce sites and other sizable enterprises to collect performance metrics on a user’s ability to complete tasks. Metrics include \u003ca href=\"http://www.useit.com/alertbox/20010218.html\"\u003esuccess rate\u003c/a\u003e, length of time, and error rate for task completion.\u003c/li\u003e\n\u003cli\u003eSmall-scale qualitative tests ideally involve \u003ca href=\"http://www.useit.com/alertbox/20000319.html\"\u003e3-5 users\u003c/a\u003e in successive rounds of tests to observe user behavior and collect feedback on ease of use, design, etc. Qualitative user experience can also be measured by surveys or post-test evaluations such as the \u003ca href=\"http://www.google.com/url?q=http%3A%2F%2Fwww.usabilitynet.org%2Ftrump%2Fdocuments%2FSuschapt.doc\u0026amp;sa=D\u0026amp;sntz=1\u0026amp;usg=AFQjCNG5W_TzUptFb-JXdfotsec_ERW_mQ\"\u003eSystem Usability Scale\u003c/a\u003e (Word document, 54 K, 7 pages, August 2012).\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003eMost user experience tests are \u003ca href=\"http://www.nngroup.com/services/testing.html\"\u003esmall-scale qualitative\u003c/a\u003e, because they are cost-effective and provide good, actionable data. GSA offers small-scale testing to agencies through the \u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/resources/digitalgov-user-experience-resources/\"\u003eDigitalGov User Experience Program\u003c/a\u003e, that lets agency staff observe and get trained on how to conduct simple usability tests.\u003c/p\u003e\n\u003cp\u003eIn the DigitalGov University training, Usability Testing and Debriefing Best Practices, you’ll learn how to conduct a simple usability test, and conduct a debriefing session to sift through the feedback and identify fixes. Simple tests like this are a quick way to identify major problems, and give you the tools to take immediate action to improve your site.\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003eUser Experience Metrics\u003c/strong\u003e\u003c/p\u003e\n\u003cp\u003eUser Experience metrics are often diagnostic in nature and provide a practical way to identify the top problems with a particular digital service. But the testing may not give you answers on how to fix the problems. You’ll need to look at a variety of data, make iterative design improvements, and do follow-up testing to ensure that any fixes you’ve implemented have indeed improved the user experience.\u003c/p\u003e\n\u003cp\u003eThere are no pre-defined standard User Experience metrics, because each website has different goals and audiences, and provides different services. Each site should develop its own system for evaluating user experience. What you collect may depend on the resources (staff, time, contractor support) available to you.\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cstrong\u003eIf you have limited resources\u003c/strong\u003e, you can observe a usability test through \u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/resources/digitalgov-user-experience-resources/\"\u003eGSA’s DigitalGov User Experience Program\u003c/a\u003e, and the team may (depending on availability) be able to train you on how to conduct simple tests yourself. Once you’ve run a test, and observed the problems your users are having, you can focus on fixing the problems. After correcting problems, your Web Analytics should reflect the positive changes (e.g., more completed tasks, or lower bounce rate). You can also hire a \u003ca href=\"http://www.usability.gov/methods/plan/hireexpert.html\"\u003eUser Experience contractor\u003c/a\u003e to set up a test for you, or create a usability strategy.\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eIf you have User Experience professionals on staff\u003c/strong\u003e, or have the funds to hire contractors on a long-term basis, ask these experts to help you identify the best user experience metrics to collect and follow for YOUR site. You’ll also be able to do repeat, or \u003ca href=\"http://www.useit.com/papers/iterative_design/\"\u003eiterative Web design and testing\u003c/a\u003e, to evaluate progress over time.\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003e\u003cstrong\u003eWhen to Collect User Experience Metrics\u003c/strong\u003e\u003c/p\u003e\n\u003cp\u003eConduct tests and collect metrics as often as you can. There are no hard and fast rules on how often you should test—it depends on budget, development cycle, content strategy, and many other factors. Ideally, you’ve considered your users throughout the \u003ca href=\"http://www.usability.gov/basics/ucd/index.html\"\u003eentire design process\u003c/a\u003e, but you should do at least one usability test of your website either before, or immediately after, launch.\u003c/p\u003e\n\u003cp\u003eWhat differentiates usability testing from other performance metrics is that it can give you valuable baseline data before you even launch a website or other digital service. Some organizations conduct usability testing on paper or early prototypes of a website. This can give valuable insights on user expectations and performance that can be used to compare data over time and track improvements.\u003c/p\u003e\n\u003cp\u003eGSA’s DigitalGov User Experience Program recommends doing a small-scale test of your website every month, to build confidence and expertise, but this may be too much for some agencies. Keep in mind that, the more often you test, the more you will cultivate a culture supportive of usability testing. Once you have that, you can prioritize and test as often as needed.\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003eReporting Usability Metrics\u003c/strong\u003e\u003c/p\u003e\n\u003cp\u003eUser experience (usability) testing is extremely valuable but also time-intensive, so make sure you document your findings and metrics. Remember that most people don’t read reports, especially long ones, so catalogue the essential information and summarize the rest. Start off with a summary of the results, next document how you ran the tests and then highlight the data. Here’s a sample \u003ca href=\"https://docs.google.com/a/gsa.gov/file/d/0B-lTql0gzZu6YkdMRXhUWnprNDQ/edit?pli=1#\"\u003eusability report from DigitalGov User Experience Program\u003c/a\u003e and one from \u003ca href=\"http://www.google.com/url?q=http%3A%2F%2Fwww.usability.gov%2Ftemplates%2Fdocs%2Fshort_test_rep.doc\u0026amp;sa=D\u0026amp;sntz=1\u0026amp;usg=AFQjCNEAV66FKREUO6hpgsRIpjKqr81X4g\"\u003eUsability.gov\u003c/a\u003e (Word document, 215 K, 6 pages, August 2012).\u003c/p\u003e\n\u003ch2 id=\"a-namemobile-metricsamobile-metrics\"\u003e\u003ca name=\"mobile-metrics\"\u003e\u003c/a\u003eMobile Metrics\u003c/h2\u003e\n\u003cp\u003eA centerpiece of the Digital Government Strategy, is a \u0026ldquo;mobile first\u0026rdquo; approach, where new Web products and applications are designed for mobile devices first, instead of the traditional desktop design.\u003c/p\u003e\n\u003cp\u003eMeasuring mobile performance, which is a new channel for most agencies, is generally concerned with mobile websites, mobile apps, SMS, or even QR codes. The good news is that measuring for these channels is not markedly different from measuring performance for other digital services listed in the other sections of the Metrics toolkit.\u003c/p\u003e\n\u003cp\u003eThe Mobile Gov Community of Practice is working to define practices in mobile measurement and they have created some mobile measurement and analytics practices on the Mobile Gov Wiki. Below we have listed some general approaches taken by agencies when measuring mobile product performance.\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003eMobile Web\u003c/strong\u003e—If you have a mobile website, as covered in the \u0026ldquo;dimensions\u0026rdquo; section, your agency should collect data regarding the percentage of traffic coming in from mobile devices. The National Library of Medicine (NLM) has shared an ongoing study of how they’re \u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/2012/06/20/medlineplus-mobile-evaluation/\"\u003emeasuring effectiveness and quality for their MedlinePlus mobile website\u003c/a\u003e. They measure their performance by asking three questions:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003eWho is using MedlinePlus Mobile?\u003c/li\u003e\n\u003cli\u003eHow are they using MedlinePlus Mobile?\u003c/li\u003e\n\u003cli\u003eAre they satisfied with their visit to MedlinePlus Mobile?\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003e\u003cstrong\u003eSMS\u003c/strong\u003e—When the Center’s for Disease Control analyzed their \u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/2012/08/21/sms-or-short-message-service/\"\u003eSMS health alert pilot program\u003c/a\u003e, they asked users these questions regarding the program’s effectiveness, user expectations, and loyalty:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003eHow would you rate your overall satisfaction with CDC’s text messaging pilot?\u003c/li\u003e\n\u003cli\u003eHow likely are you to use any of the information in the text messages to improve your health?\u003c/li\u003e\n\u003cli\u003eHow likely are you to recommend CDC’s text messaging pilot to a friend?\u003c/li\u003e\n\u003cli\u003eIn your opinion, how effective are CDC’s text messages in meeting your needs?\u003c/li\u003e\n\u003cli\u003eHow often would you like to receive messages?\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003e\u003cstrong\u003eNative Mobile Apps\u003c/strong\u003e—The newest of the digital services applications, agencies are still grasping with proper native performance measurement, but here are four metrics agencies are looking at to measure effectiveness.\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003eHow many app downloads do we have this month?\u003c/li\u003e\n\u003cli\u003eHow many “active downloads” do we have this month? (A sign of regular users for your app)\u003c/li\u003e\n\u003cli\u003eWhat are my customer reviews on the platform store? (i.e., “rate your app” rankings on the app store)\u003c/li\u003e\n\u003cli\u003eHow many users are downloading our app updates?\u003c/li\u003e\n\u003cli\u003eIf you agency app includes a Web page that is accessed once the app is open, what are the number of page views?\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch2 id=\"a-namesocial-media-metricsasocial-media-metrics\"\u003e\u003ca name=\"social-media-metrics\"\u003e\u003c/a\u003eSocial Media Metrics\u003c/h2\u003e\n\u003cp\u003eSocial media is transforming how government engages with citizens and how it delivers service. Agencies are using social media to share information and deliver service more quickly and effectively than ever before. Increasingly, these tools are also being used for predictive and sentiment analysis—using the vast amount of real-time data from these social platforms to predict emerging trends and respond to them quickly (referred to as “social data”).\u003c/p\u003e\n\u003cp\u003eAnalysis of this social data is critical not just for agency communication offices—but also for program managers at every level of your organization. \u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/topics/social-media/\"\u003eSocial media in government\u003c/a\u003e increasingly requires accurate, targeted performance analysis to ensure we’re taking full advantage of these tools to deliver better service and engage with our customers.\u003c/p\u003e\n\u003cp\u003eHere are a set of recommended, baseline social media metrics, developed and maintained by an interagency working group of the \u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/communities/social-media/\"\u003eFederal Social Media Community of Practice\u003c/a\u003e. The purpose is to establish a common, yet customizable approach to analyzing social data using the most cost-effective methods available. It provides a framework for agencies to measure the value and impact of social media in addressing agency mission and program goals. The aim is to move beyond obscure results of social media activities towards more sophisticated and more accurate assessments, leading to better informed decision-making.\u003c/p\u003e\n\u003ch2 id=\"a-namepart-2apart-2-reporting-requirements-and-common-tools\"\u003e\u003ca name=\"part-2\"\u003e\u003c/a\u003ePart 2: Reporting Requirements and Common Tools\u003c/h2\u003e\n\u003ch2 id=\"web-performance-metrics\"\u003eWeb Performance Metrics\u003c/h2\u003e\n\u003cp\u003eThe most efficient and consistent way for agencies to collect the common performance metrics is to add a common analytics page tag to their websites. \u003ca href=\"http://en.wikipedia.org/wiki/Web_analytics\"\u003ePage tagging\u003c/a\u003e is now the industry standard for collecting real-time, detailed page-level performance data; it’s generally low-cost and relatively easy to implement.\u003c/p\u003e\n\u003cp\u003e\u003ca href=\"http://gsablogs.gsa.gov/dsic/\"\u003eGSA’s Center for Digital Services Innovation\u003c/a\u003e has developed this Metrics toolkit that provides the following resources for agencies, as part of the \u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/guides/dap/\"\u003eDigital Analytics Program\u003c/a\u003e.\u003c/p\u003e\n\u003cp\u003eRead OMB’s guidance to agencies (accessible to federal employees on the OMB MAX wiki):\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003ca href=\"https://max.omb.gov/community/x/2wzrJQ\"\u003eOMB guidance to agencies for Implementing Performance and Customer Satisfaction Tools\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"https://max.omb.gov/community/download/attachments/624531006/Implementing+the+Digital+Government+Strategy_20120723.pdf\"\u003eOverall guidance on the Digital Strategy\u003c/a\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003eBelow is background and steps agencies can take now to prepare for this implementation.\u003c/p\u003e\n\u003ch3 id=\"benefits-of-common-page-tagging\"\u003eBenefits of Common Page Tagging\u003c/h3\u003e\n\u003cul\u003e\n\u003cli\u003eA common tag will collect the required metrics easily and at minimum cost to agencies, and provide a government-wide view of digital services.\u003c/li\u003e\n\u003cli\u003eIt will allow for data aggregation at the federal level, and provide agencies with robust analytics.\u003c/li\u003e\n\u003cli\u003eThe tag can supplement existing metrics applications, and offers a stand-alone solution for agencies who don’t currently have a metrics application in place.\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch2 id=\"how-to-implement\"\u003eHow to Implement\u003c/h2\u003e\n\u003cp\u003e\u003cstrong\u003e1. Determine feasibility and resources.\u003c/strong\u003e Start now to identify who will take the lead for your agency and the scope of the effort to implement a javascript-based tag on your .gov websites.\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003e2. Update website policies to alert your visitors.\u003c/strong\u003e Work with your agency Privacy Officer to give him or her a heads up that you’ll be collecting this performance data (if the data is different from what you’re already collecting). Although the baseline common metrics don’t include any personally identifiable information (PII), it’s still a good idea to alert relevant colleagues that you’ll be collecting the data and also to be prepared to update any site policies to alert your customers. \u003ca href=\"http://www.whitehouse.gov/sites/default/files/omb/assets/memoranda_2010/m10-22.pdf\"\u003eOMB Memo 10-22\u003c/a\u003e (June 25, 2010) explains the procedures for agencies when using tag-based analytics and will provide guidance to support the implementation. See the \u003ca href=\"http://www.fcc.gov/encyclopedia/privacy-policy\"\u003eFCC Privacy Policy\u003c/a\u003e, which explains how they collect a variety of performance data.\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003e3. Prioritize where you’ll implement the code.\u003c/strong\u003e Determine if you can implement on all .gov websites and all webpages. If not, consider a phased approach where you implement first on high priority sites, customer top tasks, and most visited pages and be prepared to explain how you will fully implement over time.\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003e4. Identify a method for adding code.\u003c/strong\u003e If you have a content management system (CMS), it may be fairly straightforward to add the code to all your pages. Your CMS might have options for the automated handling of common code across all pages.\u003c/p\u003e\n\u003cp\u003eIf not, you’ll need a method for adding the code in the most efficient way. Many non-CMS websites include a server-side include (SSI) to manage common elements across many pages of the domain (for example, to maintain a common header or footer). The code can be integrated into existing common elements such as those that are already in use across the site. Alternatively, you can use bulk edit operations that can be performed across large volumes of html files to insert a common snippet into a consistent location within the source code.\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003e5. Attend training and hear what other agencies are doing.\u003c/strong\u003e GSA will provide training in early September 2012 to help agencies learn about page tagging techniques, preparing for implementation, and how other agencies have implemented similar efforts. Check the \u003ca href=\"https://digital.gov/digitalgov-university/\"\u003eDigitalGov University class schedule and subscribe to email alerts\u003c/a\u003e to receive notices about the upcoming training.\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003e6. Embed the Javascript-based tag.\u003c/strong\u003e Embed the tag once the common code is provided by GSA and customize as needed.\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003e7. Do quality assurance testing.\u003c/strong\u003e Audit your implementation to be sure your data is being collected accurately. The analytics engine will enable a ready view of the pages that are reporting traffic and allow for analysis as to which pages were missed.\u003c/p\u003e\n\u003ch2 id=\"customer-satisfaction-metrics\"\u003eCustomer Satisfaction Metrics\u003c/h2\u003e\n\u003ch3 id=\"reporting-requirements\"\u003eReporting Requirements\u003c/h3\u003e\n\u003cp\u003eRead OMB’s guidance to agencies \u003ca href=\"https://max.omb.gov/community/download/attachments/636161243/8_2_DGS_Implementation_Instructions_v_final.docx?version=1\u0026amp;modificationDate=1350935840136\"\u003efor Implementing Performance and Customer Satisfaction Tools\u003c/a\u003e (accessible to federal employees on the OMB MAX wiki).\u003c/p\u003e\n\u003ch3 id=\"common-survey-tools\"\u003eCommon Survey Tools\u003c/h3\u003e\n\u003cp\u003eAt this time GSA is not providing a central tool for measuring customer satisfaction. There are a variety of tools available to collect this data. However, any tool you choose should provide a way to report on the four common baseline customer satisfaction measures described above.\u003c/p\u003e\n\u003cp\u003eYou can use one of the free customer satisfaction survey tools that has a \u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/resources/negotiated-terms-of-service-agreements/\"\u003efederal-friendly terms of service agreement\u003c/a\u003e or an existing contract agreement with federal agencies. These tools include:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003ca href=\"http://www.iperceptions.com/\"\u003eiPerceptions\u003c/a\u003e—An online survey tool to measure customer satisfaction and provide Voice of the Customer data to help you improve your agency’s online customer experience.\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"http://www.iperceptions.com/solutions/webvalidator/\"\u003eWebValidator\u003c/a\u003e—A website survey tool that answers critical questions, such as who is visiting and why, so you can measure your customers’ experiences.\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"http://www.foresee.com/\"\u003eAmerican Customer Satisfaction Index (ACSI)-ForeSee\u003c/a\u003e—customer satisfaction survey tool used by multiple federal agencies and organizations in the private sector. One advantage of using the ACSI is that you can compare your results to other government agencies and top commercial websites. Agencies using this tool include CDC and SSA.\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"http://www.surveyanalytics.com/\"\u003eSurvey Analytics\u003c/a\u003e—survey software that includes a full suite of tools for creating surveys, sending email invitations, and analyzing survey data.\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"http://www.surveymonkey.com/\"\u003eSurveyMonkey\u003c/a\u003e—online survey tool used to create and deliver surveys and analyze data.\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch3 id=\"paperwork-reduction-act-clearance\"\u003ePaperwork Reduction Act Clearance\u003c/h3\u003e\n\u003cp\u003eIf you’re collecting feedback from more than nine people (via an online survey, focus group, form, or another method), you must get prior OMB approval, per the \u003ca href=\"http://www.gpo.gov/fdsys/pkg/PLAW-104publ13/html/PLAW-104publ13.htm\"\u003ePaperwork Reduction Act\u003c/a\u003e (PRA). The \u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/resources/paperwork-reduction-act-fast-track-process/\"\u003eFast Track PRA\u003c/a\u003e process can significantly speed up the approval process. Some tools, such as ACSI, have current PRA clearance, and your agency may have existing approval for other tools.\u003c/p\u003e\n\u003ch2 id=\"a-namepart-3apart-3-rationale-and-framework-for-common-metrics\"\u003e\u003ca name=\"part-3\"\u003e\u003c/a\u003ePart 3: Rationale and Framework for Common Metrics\u003c/h2\u003e\n\u003cp\u003eOver the years, agencies have adopted many different tools, methodologies, and success metrics to measure website performance, resulting in a lack of consistent data around .gov website performance. At the end of 2011, only 10% of the major federal agencies used the same performance metrics to consistently evaluate websites agency-wide, as outlined in the 2011 State of the Federal Web Report.\u003c/p\u003e\n\u003cp\u003eTo improve information and services to the public, agencies must establish standard ways to measure the success of .gov websites.\u003c/p\u003e\n\u003cp\u003eCommon digital metrics and enterprise-wide performance measures offer:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cstrong\u003eCost savings\u003c/strong\u003e—Central procurement of common tools will save agencies significant time and money, and ensure they have robust analytics tools to effectively measure performance.\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eAdoption of industry standards\u003c/strong\u003e—Common methodology, terminology, and tools will improve the accuracy of data across the federal Web space, making it easier to spot gaps and inaccuracies and fix them on a global scale. Adopting industry standards models the best practices of most successful large organizations.\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eBetter management and accountability\u003c/strong\u003e—Publishing real-time, open and transparent data on .gov websites will lead to greater accountability and improved management of public websites, encourage agencies to consistently evaluate the success and usability of their websites, and more easily address gaps or duplications in services across the federal government.\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eImproved collaboration\u003c/strong\u003e—Agencies can more easily share best practices, training, strategies, and solutions when using similar tools and measures.\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eHigh-level comparative analysis\u003c/strong\u003e—Aggregating data across all federal executive branch websites will deliver precise information on the reach, growth, and impact of digital government services.\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003e\u003ca name=\"benefits\"\u003e\u003c/a\u003eIn addition, having common metrics provides these direct benefits to agencies:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003eWebsite managers are in a better position to optimize their sites by studying content usage and onsite search behavior. Managers are able to use this data to report on the demand for services and products.\u003c/li\u003e\n\u003cli\u003eMarketing and communication teams will be able to track and optimize their online campaigns and understand the online behaviors of our visitors.\u003c/li\u003e\n\u003cli\u003eExecutives can use this information to report on channel performance and strategically plan for the future. It will help tie metrics to agency mission achievement.\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003e\u003cstrong\u003eMeasurement Framework\u003c/strong\u003e\u003c/p\u003e\n\u003cp\u003eGSA’s Digital Services Innovation Center developed the Digital Services Performance Measurement Framework to identify a common approach to collect standard data, and enable aggregation of this data at the federal level.\u003c/p\u003e\n\u003cp\u003eTo ensure that services are measured accurately and consistently at the federal level, as well as individually, this framework will address common government–wide:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003eMetrics\u003c/li\u003e\n\u003cli\u003eCollection methodology and tools\u003c/li\u003e\n\u003cli\u003eReporting interface and analysis\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003eKey success elements will include:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003ePerformance measures\u003c/li\u003e\n\u003cli\u003eCollection methodology\u003c/li\u003e\n\u003cli\u003eWeb analytics tool\u003c/li\u003e\n\u003c/ul\u003e\n\u003cdiv class=\"image\"\u003e\n \u003cimg\n src=\"https://s3.amazonaws.com/digitalgov/_legacy-img/2014/01/digital-services-measurement-framework.jpg\"\n alt=\"The government-wide digital services common measurement framework include common performance measures, collection methodologies, and web analytics tools.\"/\u003e\u003c/div\u003e\n\n\n\u003cp\u003eThe framework is based on the following types of measures:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cstrong\u003eBreadth\u003c/strong\u003e—standard Web analytics that provide high–level information on the breadth of traffic to, and content usage of, a given digital service\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eDepth\u003c/strong\u003e—high–level, standard Web analytics that measure the extent (time) and depth of a visit\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eLoyalty\u003c/strong\u003e—standard Web measures of visitor loyalty and site stickiness\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eDirect Engagement\u003c/strong\u003e—measures the extent to which a site visitor uses the site’s search engine (visitor must provide direct input to retrieve the desired information or action)\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eCustomer Experience\u003c/strong\u003e—standard customer service measures of quality, experience, and loyalty\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003eTo support this common framework, agencies should collect performance and customer service metrics using the following types of tools:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003cstrong\u003ePerformance\u003c/strong\u003e—It is now an industry standard to use page tagging to collect real-time performance metrics, so this framework calls for the use of a common tool to collect agency performance metrics.\u003c/li\u003e\n\u003cli\u003e\u003cstrong\u003eCustomer Satisfaction\u003c/strong\u003e—Until an industry standard becomes apparent for collecting customer satisfaction metrics, we’re asking agencies to collect a set of four common reporting metrics, based on extensive industry research and and a review of existing agency systems. These are considered in “beta” mode while we test their usefulness during implementation.\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch2 id=\"a-namepart-4apart-4-case-studies-resources-and-training\"\u003e\u003ca name=\"part-4\"\u003e\u003c/a\u003ePart 4: Case Studies, Resources, and Training\u003c/h2\u003e\n\u003ch3 id=\"case-studies\"\u003eCase Studies\u003c/h3\u003e\n\u003cul\u003e\n\u003cli\u003e\u003ca href=\"http://www.cdc.gov/metrics/\"\u003eCDC eHealth Metrics Dashboard\u003c/a\u003e—model metrics dashboard, summarizes page views, popular topics, and satisfaction scores, including Top Search Keywords, most popular pages, and mobile.\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"http://www2.epa.gov/webguide/site-statistics\"\u003eEPA Site Statistics\u003c/a\u003e—guidance for EPA Web team members on how to gather and report metrics data.\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"http://www.archives.gov/metrics/\"\u003eNational Archives Metrics Dashboard\u003c/a\u003e—features selected comments from customer surveys, customer satisfaction scores, most popular search terms, website visitors, and more.\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"http://blog.howto.gov/2012/10/10/demystifying-digitalgov-metrics-with-page-tags/\"\u003eUSDA Page-Tagging Metrics Strategy\u003c/a\u003e—enterprise-wide implementation of a common web analytics program across all USDA agency and office websites.\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"http://www.cityofboston.gov/doit/metrics/\"\u003eCity of Boston\u003c/a\u003e—Web metrics dashboard provides high-level view of page visits, popular pages, search terms, and more.\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch3 id=\"communities-of-practice\"\u003eCommunities of Practice\u003c/h3\u003e\n\u003cul\u003e\n\u003cli\u003e\u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/communities/web-content-managers/\"\u003eWeb and New Media Community\u003c/a\u003e—an ad hoc group of over 3,000 federal, state, local, and tribal U.S. government employees.\u003c/li\u003e\n\u003cli\u003eMetrics Community of Practice—part of the \u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/communities/web-content-managers/\"\u003eFederal Web Managers Council\u003c/a\u003e, an inter-agency group working to improve digital metrics.\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/communities/social-media/\"\u003eSocial Media Performance Metrics working group\u003c/a\u003e.\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch3 id=\"training\"\u003eTraining\u003c/h3\u003e\n\u003cp\u003eGet more information about training from \u003ca href=\"https://digital.gov/digitalgov-university/\"\u003eDigitalGov University\u003c/a\u003e, and subscribe to get \u003ca href=\"https://public.govdelivery.com/accounts/USHOWTO/subscriber/new?topic_id=USHOWTO_45\"\u003eemail updates on new and upcoming events\u003c/a\u003e.\u003c/p\u003e\n\u003ch2 id=\"references\"\u003eReferences\u003c/h2\u003e\n\u003ch3 id=\"policy-and-other-directives\"\u003ePolicy and Other Directives\u003c/h3\u003e\n\u003cp\u003eThese are federal initiatives and directives related to performance management and customer service that provide additional context and background:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003e\u003ca href=\"http://www.whitehouse.gov/sites/default/files/omb/egov/digital-government/digital-government.html\"\u003eDigital Government Strategy Milestone 8.2\u003c/a\u003e: Links to the specific agency requirements for measuring performance and customer satisfaction measuring tools on all federal executive branch .gov websites\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"http://www.whitehouse.gov/the-press-office/2011/04/27/executive-order-streamlining-service-delivery-and-improving-customer-ser\"\u003eExecutive Order 13571\u003c/a\u003e—Streamlining Service Delivery and Improving Customer Service directs agencies to set standards and use customer feedback to improve the customer experience (April 2011)\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"http://www.whitehouse.gov/sites/default/files/omb/memoranda/fy2005/m05-04.pdf\"\u003eOMB M–05–04 Policies for Federal Agency Public Websites\u003c/a\u003e and the related \u003ca href=\"http://www.whitehouse.gov/omb/circulars_a130_a130trans4\"\u003eOMB Circular A–130\u003c/a\u003e refer to measuring satisfaction and performance\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"http://www.whitehouse.gov/sites/default/files/omb/assets/memoranda_2010/m10-22.pdf\"\u003eOMB M-10-22, Guidance for Online Use of Web Measurement and Customization Technologies\u003c/a\u003e (PDF, 102 KB, 9 pages, June 2010)\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"http://www.gpo.gov/fdsys/pkg/PLAW-104publ13/html/PLAW-104publ13.htm\"\u003ePaperwork Reduction Act (PRA)\u003c/a\u003e requires federal agencies to have OMB approval before collecting information from the public, such as from online customer satisfaction surveys.\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"/preview/gsa/digitalgov.gov/bc-archive-content-3/resources/paperwork-reduction-act-fast-track-process/\"\u003eFast Track PRA\u003c/a\u003e process streamlines PRA approval to 5 business days\u003c/li\u003e\n\u003cli\u003eGovernment Performance and Results Act (GPRA) requires agencies to establish performance measures to demonstrate mission achievement\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch2 id=\"a-nameresearch-bibliographyaresearch-bibliography\"\u003e\u003ca name=\"research-bibliography\"\u003e\u003c/a\u003eResearch Bibliography\u003c/h2\u003e\n\u003cp\u003eGSA developed the performance and customer satisfaction guidance with the federal Metrics Community of Practice and based on extensive research, which included the following resources:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003eReichheld, F.; Markey, R. \u003cem\u003eThe Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World\u003c/em\u003e (Revised and Expanded Edition) (Harvard Business Review Press; September 20, 2011)\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"http://www.forrester.com/home\"\u003eForrester\u003c/a\u003e, a global research and advisory firm:\n\u003cul\u003e\n\u003cli\u003eBernoff, J. (June 11, 2011) Competitive Strategy In The Age of the Customer.\u003c/li\u003e\n\u003cli\u003eBodine, K.; and Rogowski, R. (January 14, 2011) 2011 Customer Experience Predictions.\u003c/li\u003e\n\u003cli\u003eBurns, M. (February 17, 2011) The State of Customer Experience, 2011.\u003c/li\u003e\n\u003cli\u003eBurns, M. (April 18, 2011) How Companies Raised Their Customer Experience Index Scores, 2011.\u003c/li\u003e\n\u003cli\u003eBurns, M.; Manning, H., Peterson, J., and Catino, S. (December 7, 2010). The Business Impact of Customer Experience, 2010.\u003c/li\u003e\n\u003cli\u003eBurns, M. (April 29, 2010) Three Secrets of Success for Customer Experience Organizations.\u003c/li\u003e\n\u003cli\u003eBurns, M. (January 11, 2011) The Customer Experience Index, 2011.\u003c/li\u003e\n\u003cli\u003eDorsey, M. (January 28, 2010) The Future of Online Customer Experience.\u003c/li\u003e\n\u003cli\u003eDrego, V.; Rogowski, R., and Bocal, E. (December 20, 2010) How To Craft Your Customer Research Plan.\u003c/li\u003e\n\u003cli\u003eEvensen, R. (July 25, 2011) How To Design An Effective Voice of the Customer (VOC) Insights Program.\u003c/li\u003e\n\u003cli\u003eHagan, P. (April 29, 2011) Beyond CRM: Manage Customer Experiences.\u003c/li\u003e\n\u003cli\u003eLeggett, K. (May 26, 2011) Forrester’s Best Practices Framework for Customer Service. Retrieved from \u003ca href=\"http://www.forrester.com/home\"\u003ewww.forrester.com\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003eMcInnes, A. (May 20, 2011) Voice of the Customer Programs Don’t Deliver Enough Value.\u003c/li\u003e\n\u003cli\u003eReitsma, R. (June 30, 2010) A Market Researcher’s Introduction to the Future of Online Customer Experience.\u003c/li\u003e\n\u003cli\u003eRogowski, R. (June 15, 2011). Why You Need A Digital Customer Experience Strategy.\u003c/li\u003e\n\u003cli\u003eSage, A.; Burns, M., Bocal, E., and Stone, A. (July 20, 2011) What are the Right Web Customer Experience Success Metrics.\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"http://www.gartner.com/technology/home.jsp\"\u003eGartner, Inc.\u003c/a\u003e, an information technology research and advisory company**:**\n\u003cul\u003e\n\u003cli\u003eAlvarez, G. (March 2012) What To Do On Monday. Presented at the Gartner 360 Conference in Orlando, FL.\u003c/li\u003e\n\u003cli\u003eDavies, J.; Thompson, E. (March 2012) Putting Plans for Customer Experience into Practice. Presented at the Gartner 360 Conference in Orlando, FL.\u003c/li\u003e\n\u003cli\u003eThompson, E. (March 2012) The Customer Experience Scenario. Presented at the Gartner 360 Conference in Orlando, FL.\u003c/li\u003e\n\u003cli\u003eThompson, E. (November 11, 2011) The Gartner Customer Experience Management Maturity Model.\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/li\u003e\n\u003c/ul\u003e\n"} ] }