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Utah Department of Health and Human Services

DHHS website customers report they are satisfied with their experience

Current Value

2.7

Q1 2025

Definition

Measure Definition

Gauges how satisfied a customer was with their web experience across all DHHS websites ("Overall, how satisfied or dissatisfied were you with your experience?") Likert scale with 1 being the lowest and 5 being the highest. 

National data is not available.

Story Behind the Curve

At the beginning of the year, the Division of Customer Experience (DCE) undertook a thorough assessment of 10 DHHS websites and identified the following improvement opportunities: Add clear expectations and timelines in application steps, use plain language, limit extensive text, and ensure websites are mobile friendly.

DCE prioritized improvements in the following areas: Universal help access, rewriting service descriptions and process outlines, developing standardized “How to get started” pages, individualized service navigator questions, and improved search functionality. 
DCE also began a user testing project to improve our customer’s ability to accomplish tasks on the Center for Medical Cannabis website. MAZE (user research platform) was used to allow customers the opportunity to provide specific feedback on the site functionality and rate their experience. Website enhancements are currently being implemented.  
Overall, there was a positive trend in satisfaction over the past 12 months for DHHS customers providing feedback. There were a limited number of customer responses (182) related to "satisfaction" for calendar year 2024.

All DHHS websites FY2024 Q3 - 705 support requests; 464 customers unable to accomplish their task

All DHHS websites FY2025 Q3 - 543 support requests; 113 customers unable to accomplish their task

  • 75.5% reduction (Q3 2024 vs Q3 2025) in customers reporting they are unable to accomplish their task 
  • 23.0% reduction (Q3 2024 vs Q3 2025) in customers requesting support 
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