BLS Information

American Customer Satisfaction Index Results for the Full BLS Website,
July 2011 to June 2012

Summary

Since July 2009 the Bureau of Labor Statistics (BLS) has measured customer satisfaction with the full BLS website using the American Customer Satisfaction Index (ACSI). Over 100 federal agencies currently participate in the online ACSI E-Government survey conducted by ForeSee, allowing BLS to compare itself with other agencies.

For the one-year time period there were 19,596 total respondents to the ACSI survey with an overall customer satisfaction of 75. Quarterly satisfaction scores ranged from 74 to 76.

The scores for the six model elements that the Bureau uses to measure the BLS website (Content, Functionality, Look and Feel, Navigation, Search, and Site Performance) remained steady over the year. Site Performance consistently scored the highest. Although Navigation continued to be the lowest scoring element, the score increased significantly from the 1st to 2nd quarter in 2012. For Navigation, areas of concern continue to be the number of clicks and the site layout.

In addition to the model elements and their respective questions, visitors are asked BLS survey-specific custom questions that establish a profile of BLS site visitors and their behaviors. The number of respondents for each question may vary given that there are no required questions in the survey. Some significant findings for July 2011 through June 2012 related to the BLS custom questions include:

BLS Average Satisfaction: 75

July 1, 2011-June 30, 2012

Elements Score Future Behaviors Score

Content

81

Likelihood to Return

85

Functionality

77

Recommend

81

Look and Feel

75

Navigation

69

Search

72

Site Performance

86

For additional information about the BLS results from the ACSI, you may contact QMStaff@bls.gov.

Last Modified Date: September 25, 2012

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