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EPA National News: LIBRARIANS PRAISE INTERNET INFORMATION SERVICE
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LIBRARIANS PRAISE INTERNET INFORMATION SERVICE

FOR RELEASE: FRIDAY, DEC. 29, 2000

LIBRARIANS PRAISE INTERNET INFORMATION SERVICE



In the second annual survey of customer satisfaction with the Internet web sites of 30 Federal agencies, EPA has received very favorable marks for the second year in a row. The survey indicated high loyalty for repeat use of EPA’s web site and recommending its use to others. The survey also continued to give high scores to EPA regarding its web site’s information usefulness, accuracy and clarity. The American Customer Satisfaction Index (ACSI) Government-wide Survey was conducted by the University of Michigan as part of the continuing efforts of the Clinton-Gore Administration’s Reinventing Government initiative to streamline the Federal government while emphasizing increased customer-service. This year’s ACSI survey asked 260 reference librarians at public libraries to evaluate the Internet web site of 30 Federal agencies. ACSI surveyed reference librarians to assess Federal agency web sites because libraries provide direct, non-biased service to a broad spectrum of the U.S. population throughout all geographic regions of the country. The customer loyalty score for EPA was 84 on a scale of 0-100, an increase of one point from the Agency’s evaluation in 1999. The Agency constantly reviews user suggestions for the redesign and accessibility of specific subject categories on its web site. Individual hits to EPA’s web site have increased from approximately 60 million per month in November 1999 to over 100 million hits in November 2000. To view the survey, go to: www.epa.gov/customerservice/feedback (and click on “government-wide survey”).

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