By U.S. Courts, June 29, 2013
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PACER has seen a sharp rise in overall user satisfaction since a comparable survey was conducted in 2009, with 90 percent of users saying they are satisfied or highly satisfied with the internet-based public case information system. That compares with 75 percent satisfaction with the overall user experience in the previous survey.
Conversely, only 3 percent of users consider themselves “dissatisfied,” compared with 15 percent four years ago. On a scale of 1 to 5, users also gave a higher average overall satisfaction rating: 4.26 in 2012, versus 3.97 in 2009. The findings, prepared by an independent consultant, were based on an analysis of 1,752 completed surveys, representing a response rate of 20 percent from a randomly selected pool of users.
“It’s a reflection of the conscientious work done up and down the judiciary. They’ve been responsive to the public, and to users generally,” said U.S. Circuit Court Judge Andre Davis, who is a member of the Judicial Conference’s Information Technology Committee.
