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:

• Eighty-two percent of survey respondents reported that they either found some or all of the data that they were looking for (based on 18,468 responses for this question)
• Sixty-nine percent of survey respondents reported having no difficulty navigating/browsing on the BLS website (based on 24,261 responses)
• Fifty-three percent of the survey respondents reported that they were primarily looking for information about jobs or careers (based on 19,116 responses)
• Thirty-eight percent of survey respondents reported that they were a first time visitor to the BLS website  (based on 19,202 responses)
• The largest group of survey respondents (twenty-two percent) described themselves as Other; the next largest category was college or graduate level students (twenty percent) (based on 19,269 responses)
• In terms of age, the largest group of survey respondents was 45 to 54 years of age (twenty-three percent) (based on 18,614 responses)

BLS Average Satisfaction: 75

July 1, 2011-June 30, 2012

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

Last Modified Date: July 22, 2015