{
    "version" : "https://jsonfeed.org/version/1",
    "content" : "news",
    "type" : "single",
    "title" : "Digging Into the Data of Our Customer Survey |Digital.gov",
    "description": "Digging Into the Data of Our Customer Survey",
    "home_page_url" : "/preview/gsa/digitalgov.gov/cm-topics-button-component/","feed_url" : "/preview/gsa/digitalgov.gov/cm-topics-button-component/2016/01/05/digging-into-the-data-of-our-customer-survey/index.json","item" : [
    {"title" :"Digging Into the Data of Our Customer Survey","summary" : "As a follow-up to the recent post about our annual customer satisfaction survey, we wanted to dig into the data and share some of the overall results to give you some more insights into how we’re using your feedback to improve our programs and services.","date" : "2016-01-05T09:00:06-04:00","date_modified" : "2024-04-02T09:45:13-04:00","authors" : {"rflagg" : "Rachel Flagg"},"topics" : {
        
            "budgeting-and-performance" : "Budgeting and performance",
            "challenges-and-prize-competitions" : "Challenges & Prize Competitions",
            "content-strategy" : "Content Strategy",
            "customer-experience" : "Customer experience",
            "information-collection" : "Information collection",
            "mobile" : "Mobile",
            "professional-development" : "Professional Development",
            "social-media" : "Social Media",
            "user-experience" : "User Experience"
            },"branch" : "cm-topics-button-component",
      "filename" :"2016-01-05-digging-into-the-data-of-our-customer-survey.md",
      
      "filepath" :"news/2016/01/2016-01-05-digging-into-the-data-of-our-customer-survey.md",
      "filepathURL" :"https://github.com/GSA/digitalgov.gov/blob/cm-topics-button-component/content/news/2016/01/2016-01-05-digging-into-the-data-of-our-customer-survey.md",
      "editpathURL" :"https://github.com/GSA/digitalgov.gov/edit/cm-topics-button-component/content/news/2016/01/2016-01-05-digging-into-the-data-of-our-customer-survey.md","slug" : "digging-into-the-data-of-our-customer-survey","url" : "/preview/gsa/digitalgov.gov/cm-topics-button-component/2016/01/05/digging-into-the-data-of-our-customer-survey/","content" :"\u003cp\u003eAs a follow-up to the \u003ca href=\"/preview/gsa/digitalgov.gov/cm-topics-button-component/2015/12/28/ocsits-2015-customer-survey-what-we-learned/\"\u003erecent post about our annual customer satisfaction survey\u003c/a\u003e, we wanted to dig into the data and share some of the overall results to give you some more insights into how we’re using your feedback to improve our programs and services.\u003c/p\u003e\n\u003cdiv class=\"image\"\u003e\n  \u003cimg\n    src=\"https://s3.amazonaws.com/digitalgov/_legacy-img/2015/05/600-x-362-Satisfied-Customer-Concept-olm26250-iStock-Thinkstock-454049039.jpg\"\n    alt=\"The question, Are you satisfied? appears on a console above 3 rating buttons; 1 star to indicate not satisfied, 2 stars to indicate somewhat satisfied, and 3 stars, which has been selected, to indicate very satisfied.\"/\u003e\u003cp\u003eolm26250, iStock, Thinkstock\u003c/p\u003e\u003c/div\u003e\n\n\n\u003cp\u003eBackground: For the past three years, GSA’s Office of Citizen Services and Innovative Technologies (OCSIT) has conducted an annual survey to measure customer satisfaction. The survey is modeled after Forrester’s original Customer Experience Index. In 2015, we polled over 8,800 people from 135 government agencies and bureaus to gather data on 18 programs. Around one-third of the people we surveyed (31%) are customers of more than one OCSIT program.\u003c/p\u003e\n\u003ch2 id=\"overall-results\"\u003eOverall Results\u003c/h2\u003e\n\u003cp\u003eFor 2015, OCSIT programs ranked “Good,” with an overall GCXi score of 78. Note, in 2015 we added a new metric to measure “Ease of Use” (EoU) of our programs.\u003c/p\u003e\n\u003ctable border=\"0\" width=\"100%\" cellspacing=\"2\" cellpadding=\"2\"\u003e\n  \u003ctr\u003e\n    \u003ctd align=\"center\" bgcolor=\"#fff2cc\" width=\"45%\"\u003e\u003cstrong\u003eOverall Rating\u003c/strong\u003e\u003c/td\u003e\n    \u003ctd align=\"center\" bgcolor=\"#fff2cc\"\u003e\u003cstrong\u003e2015*\u003c/strong\u003e\u003c/td\u003e\n    \u003ctd align=\"center\" bgcolor=\"#fff2cc\"\u003e\u003cstrong\u003e2014\u003c/strong\u003e\u003c/td\u003e\n    \u003ctd align=\"center\" bgcolor=\"#fff2cc\"\u003e\u003cstrong\u003e2013\u003c/strong\u003e\u003c/td\u003e\n  \u003c/tr\u003e\n  \u003ctr\u003e\n    \u003ctd\u003e\u003cstrong\u003eSatisfaction\u003c/strong\u003e\u003c/td\u003e\n    \u003ctd align=\"center\"\u003e79\u003c/td\u003e\n    \u003ctd align=\"center\"\u003e85\u003c/td\u003e\n    \u003ctd align=\"center\"\u003e87\u003c/td\u003e\n  \u003c/tr\u003e\n  \u003ctr\u003e\n    \u003ctd\u003e\u003cstrong\u003eEase of Use (EoU)\u003c/strong\u003e\u003c/td\u003e\n    \u003ctd align=\"center\"\u003e69\u003c/td\u003e\n    \u003ctd align=\"center\"\u003eN/A\u003c/td\u003e\n    \u003ctd align=\"center\"\u003eN/A\u003c/td\u003e\n  \u003c/tr\u003e\n  \u003ctr\u003e\n    \u003ctd\u003e\u003cstrong\u003eLikelihood to Return\u003c/strong\u003e\u003c/td\u003e\n    \u003ctd align=\"center\"\u003e86\u003c/td\u003e\n    \u003ctd align=\"center\"\u003e89\u003c/td\u003e\n    \u003ctd align=\"center\"\u003e82\u003c/td\u003e\n  \u003c/tr\u003e\n  \u003ctr\u003e\n    \u003ctd\u003e\u003cstrong\u003eLikelihood to Recommend\u003c/strong\u003e\u003c/td\u003e\n    \u003ctd align=\"center\"\u003e77\u003c/td\u003e\n    \u003ctd align=\"center\"\u003e84\u003c/td\u003e\n    \u003ctd align=\"center\"\u003e89\u003c/td\u003e\n  \u003c/tr\u003e\n  \u003ctr\u003e\n    \u003ctd align=\"right\"\u003e\u003cem\u003eOverall Index Score\u003c/em\u003e\u003c/td\u003e\n    \u003ctd align=\"center\"\u003e78\u003c/td\u003e\n    \u003ctd align=\"center\"\u003e86\u003c/td\u003e\n    \u003ctd align=\"center\"\u003e86\u003c/td\u003e\n  \u003c/tr\u003e\n  \u003ctr\u003e\n    \u003ctd align=\"right\"\u003e\u003cem\u003eOverall Index Score (Excluding EoU)\u003c/em\u003e\u003c/td\u003e\n    \u003ctd align=\"center\"\u003e81\u003c/td\u003e\n    \u003ctd align=\"center\"\u003eN/A\u003c/td\u003e\n    \u003ctd align=\"center\"\u003eN/A\u003c/td\u003e\n  \u003c/tr\u003e\n  \u003ctr\u003e\n    \u003ctd style=\"padding-left: 30px\" colspan=\"4\"\u003e*Ease of Use (EoU) metric was added in 2015\u003c/td\u003e\n  \u003c/tr\u003e\n\u003c/table\u003e\n\u003cp\u003eThe majority of OCSIT programs (55%) surveyed scored “Good” or “Very Good,” much higher than Forrester’s industry benchmarks.\u003c/p\u003e\n\u003ctable border=\"0\" width=\"100%\" cellspacing=\"2\" cellpadding=\"2\"\u003e\n  \u003ctr\u003e\n    \u003ctd rowspan=\"2\" align=\"center\" width=\"33%\"\u003e\u003cstrong\u003eScore\u003c/strong\u003e\u003c/td\u003e\n    \u003ctd colspan=\"3\" align=\"center\" bgcolor=\"#fff2cc\"\u003e\u003cstrong\u003e#Programs\u003c/strong\u003e\u003c/td\u003e\n    \u003ctd colspan=\"2\" align=\"center\" bgcolor=\"#d9ead3\"\u003e\u003cstrong\u003e2015 Ratings\u003c/strong\u003e\u003c/td\u003e\n  \u003c/tr\u003e\n  \u003ctr\u003e\n    \u003ctd align=\"center\" bgcolor=\"#fff2cc\" width=\"11%\"\u003e\u003cstrong\u003e2015\u003c/strong\u003e\u003c/td\u003e\n    \u003ctd align=\"center\" bgcolor=\"#fff2cc\" width=\"11%\"\u003e\u003cstrong\u003e2014\u003c/strong\u003e\u003c/td\u003e\n    \u003ctd align=\"center\" bgcolor=\"#fff2cc\" width=\"11%\"\u003e\u003cstrong\u003e2013\u003c/strong\u003e\u003c/td\u003e\n    \u003ctd align=\"center\" bgcolor=\"#d9ead3\" width=\"17%\"\u003e\u003cstrong\u003eOCSIT\u003c/strong\u003e\u003c/td\u003e\n    \u003ctd align=\"center\" bgcolor=\"#d9ead3\" width=\"17%\"\u003e\u003cstrong\u003eIndustry (Forrester)\u003c/strong\u003e\u003c/td\u003e\n  \u003c/tr\u003e\n  \u003ctr\u003e\n    \u003ctd\u003e\u003cstrong\u003eVery Good (85+)\u003c/strong\u003e\u003c/td\u003e\n    \u003ctd align=\"center\"\u003e7\u003c/td\u003e\n    \u003ctd align=\"center\"\u003e8\u003c/td\u003e\n    \u003ctd align=\"center\"\u003e6\u003c/td\u003e\n    \u003ctd align=\"center\"\u003e38%\u003c/td\u003e\n    \u003ctd align=\"center\"\u003e1%\u003c/td\u003e\n  \u003c/tr\u003e\n  \u003ctr\u003e\n    \u003ctd\u003e\u003cstrong\u003eGood (75-84)\u003c/strong\u003e\u003c/td\u003e\n    \u003ctd align=\"center\"\u003e3\u003c/td\u003e\n    \u003ctd align=\"center\"\u003e6\u003c/td\u003e\n    \u003ctd align=\"center\"\u003e1\u003c/td\u003e\n    \u003ctd align=\"center\"\u003e17%\u003c/td\u003e\n    \u003ctd align=\"center\"\u003e26%\u003c/td\u003e\n  \u003c/tr\u003e\n  \u003ctr\u003e\n    \u003ctd\u003e\u003cstrong\u003eFair (65-74)\u003c/strong\u003e\u003c/td\u003e\n    \u003ctd align=\"center\"\u003e4\u003c/td\u003e\n    \u003ctd align=\"center\"\u003e1\u003c/td\u003e\n    \u003ctd align=\"center\"\u003e0\u003c/td\u003e\n    \u003ctd align=\"center\"\u003e22%\u003c/td\u003e\n    \u003ctd align=\"center\"\u003e52%\u003c/td\u003e\n  \u003c/tr\u003e\n  \u003ctr\u003e\n    \u003ctd\u003e\u003cstrong\u003ePoor (55-65)\u003c/strong\u003e\u003c/td\u003e\n    \u003ctd align=\"center\"\u003e1\u003c/td\u003e\n    \u003ctd align=\"center\"\u003e1\u003c/td\u003e\n    \u003ctd align=\"center\"\u003e1\u003c/td\u003e\n    \u003ctd align=\"center\"\u003e6%\u003c/td\u003e\n    \u003ctd align=\"center\"\u003e19%\u003c/td\u003e\n  \u003c/tr\u003e\n  \u003ctr\u003e\n    \u003ctd\u003e\u003cstrong\u003eVery Poor (below 55)\u003c/strong\u003e\u003c/td\u003e\n    \u003ctd align=\"center\"\u003e3\u003c/td\u003e\n    \u003ctd align=\"center\"\u003e0\u003c/td\u003e\n    \u003ctd align=\"center\"\u003e0\u003c/td\u003e\n    \u003ctd align=\"center\"\u003e17%\u003c/td\u003e\n    \u003ctd align=\"center\"\u003e1%\u003c/td\u003e\n  \u003c/tr\u003e\n\u003c/table\u003e\n\u003ch2 id=\"highlights\"\u003eHighlights\u003c/h2\u003e\n\u003ch3 id=\"ease-of-use\"\u003eEase of Use\u003c/h3\u003e\n\u003cul\u003e\n\u003cli\u003eWe added an “Ease of Use” question to the 2015 survey, to gauge whether customers find our products customer-friendly.\u003c/li\u003e\n\u003cli\u003eWe learned that customers found some of our more technical programs hard to use, so we’ve responded by offering additional training, office hours and one-on-one consultations with agencies.\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch3 id=\"satisfaction\"\u003eSatisfaction\u003c/h3\u003e\n\u003cul\u003e\n\u003cli\u003eThe percentage of programs rated “Very Good” (38%) far outpaced the 2015 Forrester Customer Experience Index industry rankings (1%).\u003c/li\u003e\n\u003cli\u003eEleven out of 18 programs received an Overall Satisfaction rating of 4 or 5 (“Satisfied” or “Very Satisfied”), including:\n\u003cul\u003e\n\u003cli\u003eChallenges \u0026amp; Prizes\u003c/li\u003e\n\u003cli\u003eDigitalGov University\u003c/li\u003e\n\u003cli\u003eG3C\u003c/li\u003e\n\u003cli\u003eMobile Gov\u003c/li\u003e\n\u003cli\u003eOpen Opportunities\u003c/li\u003e\n\u003cli\u003ePublications\u003c/li\u003e\n\u003cli\u003eSocialGov\u003c/li\u003e\n\u003cli\u003eUSA Contact (Contact Center Contract Vehicle)\u003c/li\u003e\n\u003cli\u003eUSA.gov Contact Center Services\u003c/li\u003e\n\u003cli\u003eUser Experience\u003c/li\u003e\n\u003cli\u003eWeb Content Managers Forum\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch3 id=\"participation\"\u003eParticipation\u003c/h3\u003e\n\u003cul\u003e\n\u003cli\u003eWe received a larger number of responses in 2015 than any prior year, with an overall response rate of 7.3%. However, several programs received much greater participation:\n\u003cul\u003e\n\u003cli\u003eContact Center programs—100% participation\u003c/li\u003e\n\u003cli\u003eeCPIC program—54% participation\u003c/li\u003e\n\u003cli\u003eCitizen Outreach and Engagement program—50% participation\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/li\u003e\n\u003c/ul\u003e\n\u003ch3 id=\"overall-ratings\"\u003eOverall Ratings\u003c/h3\u003e\n\u003cul\u003e\n\u003cli\u003eThe Publications program received a perfect score of 100.\u003c/li\u003e\n\u003cli\u003eThe Government Contact Center Council Community of Practice (G3C) and Publication Distribution programs have maintained “Very Good” ratings three years running, as have DigitalGov University, the User Experience Community of Practice, the SocialGov Community of Practice and the Web Content Managers Forum (which were rated collectively in 2013).\u003c/li\u003e\n\u003cli\u003eThe Challenges \u0026amp; Prizes program has seen an 18% increase in their overall rating since 2013.\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003eWe’re just starting work on this year’s GCXi, and have plans to streamline and simplify the process, to make it easier for you to provide your feedback. When you see a request from our team to take the survey, please share your thoughts. We take your comments to heart.\u003c/p\u003e\n\u003cp\u003e\u003cem\u003eInterested in more great content like this? Sign up for our \u003ca href=\"https://digital.gov/about/subscribe/\"\u003eDigitalGov newsletter\u003c/a\u003e!\u003c/em\u003e\u003c/p\u003e\n"}
  ]
}