Award Fee Provider Customer Service Program - Website Satisfaction

What is measured?

The website satisfaction scores here represent an average of all MAC Jurisdictions’ website satisfaction scores for the Ending (Comparison) Periods as they apply to Award Fee evaluations. The website satisfaction survey, which is nationally benchmarked, is administered by ForeSee Results and appears on all MAC Jurisdictions’ websites.  


Performance Data

Fiscal Year

Average Website Satisfaction

Low

Median

High

2015

74

68

72

79

2016

71

64

67

79

2017

69

62

68

79

2018

70

65

71

76

 

    This graph displays the average MAC Website Satisfaction score for Fiscal Years 2014 thru 2016. It is a line graph with Fiscal Years in the X Axis and average website score as the Y axis (with a range of 0 thru 100). The data points are as follows: 2014-70, 2015-74, 2016-71.

Trends and Observations

An overall negative trend can be observed from Fiscal Year 2015 – 2018. Specifically, there has been an overall decrease of four points (5 percent decrease) since 2015. In recent years, most MACs have redesigned their websites and/or portals. If a redesign was made shortly before, or during, a MAC’s AFP criterion Ending (Comparison) Period, the MAC’s website satisfaction score may temporarily decrease until the MAC’s providers are more familiar with the redesigned website/portal. In FY 17, not all MACs could be evaluated for the AFP criterion because they had not received the minimum number of completed website satisfaction surveys necessary to calculate a website satisfaction score after transitioning to the new ForeSee model. This reduced the sample size used to calculate the average website satisfaction score for FY 17, which thereby resulted in a decreased score.

Page Last Modified:
10/11/2019 06:30 AM