In the holiday season of 2016, retailers made gains in customer satisfaction with better service, but lighter foot traffic heralded the slate of store closings to come in 2017.
Better government websites, including updates to HealthCare.gov, help boost citizen satisfaction with the federal government overall in 2016. The gain is a welcome reprieve for U.S. federal services as it reverses three years of eroding satisfaction. In fact, ACSI data show citizen satisfaction reaching its highest level since 2012—up 6.4% to 68.0 on a 100-point scale.
Health and Human Services (HHS), which oversees implementation of the Affordable Care Act, experiences a significant uptick in user satisfaction (+8% to 67) compared with a year ago. Moreover, citizens interacting with HHS now account for the biggest slice of the ACSI respondent sample, which gives the department the prime responsibility for the 2016 government-wide satisfaction gain.
Departments at the high and low ends of the spectrum also show gains in user satisfaction for 2016. The popular National Park Service puts the Interior Department at the top (78), along with the State Department, which many Americans access for passport issuance and renewal. The low end belongs to Treasury (59), whose tax-collecting mission via the Internal Revenue Service is unlikely to appeal to most citizens.
Among the key aspects of government services tracked by the ACSI, website quality has improved the most, which shows that better e-government also contributes to higher citizen satisfaction.