E-Government Website Customer Satisfaction Surveys

This is a request for a three-year extension of the generic clearance to conduct customer satisfaction surveys for federal government websites. This was formerly known as the American Customer Satisfaction Index (ACSI) E-Government Website Customer Satisfaction Survey. The contractor that has provided the service for over a decade, ForeSee, is now using a derivative of the ACSI methodology called Customer Experience Analytics or CXA. This extension will allow for continued use of a data-driven and statistically valid approach to understanding customer satisfaction with agency websites, which are playing a strategic role of ever-increasing importance. The ultimate objective is to help agencies become more citizen-centric and achieve higher levels of citizen trust and confidence.

The latest form for E-Government Website Customer Satisfaction Surveys expires 2021-09-30 and can be found here.