FAA.gov Ranked Among Best Federal Websites
October 6 — Today, the FAA’s public website received validation that its intense focus on exceptional customer experience is yielding positive results. In the last twelve months, FAA.gov received a score of 73 from the respected American Customer Satisfaction Index (ACSI). Not only does this 73 exceed the average for the ForeSee website index, it also is higher than the regulatory agency average of 68. Since 2006, FAA.gov’s customer satisfaction score has trended strongly upward, climbing seven points to the current score.
“This satisfaction score is a direct reflection of our commitment to exceptional customer experience for FAA website users,” said FAA Web Manager, Carmen Marco. “The FAA Web Team has worked hard to establish a ‘culture of the customer’ around FAA.gov, with an ongoing mission to define, develop, and deliver what its users want. The result is a full seven point increase in customer satisfaction from the 66 we averaged in 2006.”
Each year ForeSee Results, using the patented methodology of the American Customer Satisfaction Index (ACSI), captures and analyzes data from users of over 200 federal websites. ForeSee’s customer satisfaction surveys of FAA.gov users are the primary metric for measuring return on investment for the agency’s website.
In addition to the data from the ACSI customer survey, the FAA Web Team gains insight into the needs and attitudes of website users from sources like usability testing, website usage data, and customer interviews. The insight is then used to develop content and features that are intended to exceed user expectations.
“We’re proud of these results, but we know we have to keep the customer at the center of all we do,” added Marco. “As long as the FAA Web Team’s focus remains firmly fixed on our website users, customer satisfaction will follow.”