American Customer Satisfaction Index E-Government Survey:
Results for BLS Website Improvement Suggestions, July 2009 to June 2011

Summary

The Bureau of Labor Statistics (BLS) has measured customer satisfaction with the full BLS website using the American Customer Satisfaction Index (ACSI) E-Government Survey since July 2009. From July 1, 2009, through June 30, 2011, there were 58,625 surveys completed and 12,853 contained a response to the open-ended question "Please share your suggestions with us." Highlights of the methodology used by BLS to analyze responses to the question include:

  • Approximately 10 percent of the responses were randomly selected for analysis.
  • Responses were coded by content using a two-tier coding scheme comprised of seven major (or first-tier) categories, four of which are delineated into more detailed (or second-tier) categories.
  • Responses within each lowest-level category were reviewed, and themes were identified and framed to demonstrate potential action items for improving www.bls.gov.

The distribution of customer suggestions across the seven major categories (Finding Information, Data Products and Services, Data/Website Comprehension, Website, ACSI E-Government Survey, Miscellaneous, and Out of Scope) used to analyze the sample of 1200 responses reflects:

  • Forty-four percent related to data products and services.
  • About one-quarter related to finding information.
  • Each of the five remaining categories accounted for roughly 10 percent or less of total customer suggestions.

Some examples of action items identified in suggestions collected through the ACSI E-Government Survey from July 2009 through June 2011 include:

  • Improve ability to find historical data.
  • Provide advanced search option capabilities to increase relevant results.
  • Allow multiple timeseries to be retrieved/displayed/compared at once.
  • Provide statistics by academic degree, field of study, and/or training.
  • Present data using charts/graphs rather than (or in addition to) tables.
  • Increase visibility of Occupational Outlook Handbook.
  • Improve ability for customers to query/tailor data retrieval by particular variables.

Website changes during and after the July 2009–June 2011 reference period could impact the relevancy of the results.

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

Last Modified Date: July 19, 2012