Award Fee Provider Customer Service Program - Website Satisfaction

What is measured?

The website satisfaction scores represent an average of all MAC Jurisdictions’ website satisfaction survey scores for the Ending (Comparison) Periods as they apply to Award Fee evaluations.  The website satisfaction survey, which is nationally benchmarked, was administered by ForeSee Results and appeared on all MAC Jurisdictions’ websites.  CMS discontinued the Website Satisfaction Survey at the end of FY2019.   


Performance Data

Fiscal Year

Average Website Satisfaction

Low

Median

High

2017

69

62

68

79

2018

70

65

71

76

2019

73 65 73 79

 

    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

There was a positive trend from Fiscal Year 2017 – 2019.  Specifically, there was an overall increase of four points (6 percent increase) since 2017.  During these years, most MACs redesigned their websites and/or portals.  The MACs used feedback received from this survey when making decisions on their redesign. Satisfaction increased with the MAC websites due to the providers feeling heard by the MACs.

Page Last Modified:
09/30/2020 03:59 PM