American Customer Satisfaction Index Web-Based Survey
Starting in May 2010, working in collaboration with Foresee Results and the Federal Consulting Group, the Railroad Retirement Board will be participating in the American Customer Satisfaction Index survey of visitors to the agency's website. The survey will specifically measure the visitors' perception of 'Online Transparency' among other things. Unlike previous ACSI surveys the agency has conducted at a single point in time, this survey will be ongoing for at least a year. Each month, the survey questions can be adjusted to obtain customer feedback on potential enhancements thus providing a vehicle for customer participation. Each quarter we will receive an analytical report which will help us determine which website improvements will yield the greatest return on satisfaction and on our investment. This approach will also allow us to determine the importance of website elements to our customers "based on their input" so we can make informed decisions about website improvements and other online investments. The ability to adjust both the survey and the website along the way provides an ongoing measure of improved transparency and effectiveness. Depending on the level of public participation, funding availability, and the RRB's ability to respond to the feedback, we will consider extending the survey for another year or more, and/or obtaining additional analytical services to further improve website performance and openness, and ultimately efficiency and effectiveness of operations, as well as customer satisfaction.
Please send any comments, ideas or questions regarding the RRB Open Government Plan to:
Michael P. Freeman
Director of Public Affairs
| Email: |
opa@rrb.gov |
| Telephone: |
312-751-4777 |
| Address: |
U.S. Railroad Retirement Board
844 North Rush Street
Chicago, IL 60611-1275 |