It's a great pleasure to report that the Federal Aviation Administration's website has scored high marks in a recent customer satisfaction survey. FAA.gov earned a score of 73 in the latest American Customer Satisfaction Index, the nation's leading indicator of consumer perceptions of quality.
In customer satisfaction survey responses, folks visiting the FAA site made it clear that FAA.gov provides an exceptional experience.
The FAA score exceeds the website average and the average for regulatory agencies.
This was no accident. FAA website manager Carmen Marco and his team have worked hard to bring this score up by 7 points since 2006, and it's clear their work has been successful.
Carmen Marco describes the effort this way: "The FAA Web Team has worked hard to establish a ‘culture of the customer’ around FAA.gov, with an ongoing mission to define, develop and deliver what its users want."
Look, I don't think it can get any simpler than that; they listen to the people who use their site. And they respond.
Congratulations to the entire FAA.gov team for their excellent work.
Being someone who is in the customer satisfaction business to a degree I really like the user-friendly design and implementation of the FAA website.
Posted by: Jake | October 09, 2009 at 11:14 PM
Congratulations to the FAA for this achievement. It seems like such a simple concept to listen to your user and give them what they want. It is rarely as simple as it sounds.
Posted by: OC Dermatologist | October 10, 2009 at 02:30 PM
The FFA site is a very good one. I see it several times a week. Other state, county, and federal programs should have web sites so easy to use. But it varies from program to porgram. Some are real easy to use and some harder. But the FAA one is one of the best. Best wishes, Michael E. Bailey.
Posted by: Michael E. Bailey | October 10, 2009 at 05:25 PM
This web site is a joke.
I signed on last night and cannot get back on. I have changed my password 3 times because the system won't let me do anything else - and it still doesn't work. There is no place to go to get help. I tried calling and couldn't get through the electronic menu after 30 minutes. Isn't anybody working there? Why is this so hard? It should be intuitive, not brain-surgery. Can somebody contact me to help?!
Posted by: Ken Fritz | September 27, 2010 at 10:44 PM
Congratulation to FAA.gov team. You deserve it guys, just continue the good start..:)
Posted by: Perth Web Design | March 23, 2012 at 02:10 AM