U.S. customer satisfaction with e-government services 2020

Published by
Tiago Bianchi,
Dec 1, 2022
As of the first half of 2020, customer satisfaction with e-government websites and services reached a score of 76.1 index points. The score for e-government is aggregated from measurements in the categories of federal e-commerce and transaction websites, news and information websites, as well as portals and career pages.

Overall U.S. customer satisfaction with e-government sites as of 1st half 2020 (index score)

CharacteristicIndex score (100 point scale)
H1 '20 76.1
H2 '19 75.3
H1 '19 75.2
H2 '18 74.9
H1 '18 75
Q4 '17 75.5
Q3 '17 75.9
Q2 '17 76
Q1 '17 75.8
Q4 '16 75.3
Q3 '16 74.8
Q2 '16 75
Q1 '16 75.5
Showing entries 1 to 13 (22 entries in total)
Created with Highcharts 7.2.2Index score (100 point scale)74.674.674.574.574.874.8757575.175.174.774.774.574.575.175.175.175.175.575.5757574.874.875.375.375.875.8767675.975.975.575.5757574.974.975.275.275.375.376.176.1Q4 '13Q1 '14Q2 '14Q3 '14Q4 '14Q1 '15Q2 '15Q3 '15Q4 '15Q1 '16Q2 '16Q3 '16Q4 '16Q1 '17Q2 '17Q3 '17Q4 '17H1 '18H2 '18H1 '19H2 '19H1 '20
020406080100

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Release date

2021

Region

United States

Survey time period

Q4 2013 to H1 2020

Number of respondents

500,000 respondents

Special properties

desktop only, excluding mobile; 100+ sites measured

Method of interview

Online survey

Supplementary notes

The satisfaction is measured on a 0 to 100 scale, with scores of 80 and above recognized as threshold of excellence (highly satisfied visitors) and scores below 70 revealing much room for improvement (dissatisfied).
The source switched to half-year reporting in H1 2018.

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