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  • Sustainment Program Application Support

    Prepared for USCIS ` Prepared by CSC

    U.S. Citizenship and Immigration Services (USCIS)

    August 2015 Monthly Web Metrics Report Customer Service Web Portal (CSWP)

    September 21, 2015

  • CSWP

    CSWP Monthly Web Metrics Report i September 21, 2015

    Revision History

    Version Date Name of Author Summary of Changes 1.0 September 21,

    2015 CSWP, Senior Business Analyst

    Baseline Draft

  • CSWP

    CSWP Monthly Web Metrics Report ii September 21, 2015

    Table of Contents Executive Summary ...................................................................................................... 1 CSWP Visitor Traffic ..................................................................................................... 2 Top 25 Viewed Pages .................................................................................................... 3 Top 25 Referring Sites Sending Traffic to CSWP ....................................................... 4 Top 25 PDF Page Views ................................................................................................ 5 Top 25 Browser Versions Used by Visitors to USCIS.gov ......................................... 6 Top 25 Search Terms from Referring External Search Engines ............................... 7 Top Search Terms Entered into the CSWP Search Engine ....................................... 8 Surveys of User Satisfaction ........................................................................................ 9 Social Media Activity Using Links on USCIS.gov Pages ........................................ 10 Social Media Activity Using Links on Citizenship Resource Center Pages .......... 11 FOIA Status Check ...................................................................................................... 12 Subscription Email Messages and Tweets ............................................................... 13 USCIS-ES Visitor Traffic ............................................................................................. 14 Top 25 Viewed USCIS-ES Pages ................................................................................ 15

  • CSWP

    CSWP Monthly Web Metrics Report 1 September 21, 2015

    Executive Summary This report covers USCIS Customer Service Web Portal (CSWP) metrics and related analysis for August 2015. Included is data on the CSWP's Spanish language component, USCIS-ES. Highlights in this report:

    ► Overall Traffic Volume Page views increased 4.94% over last month. User Sessions increased 4.58%. Page views of PDFs decreased 7.01%. (See page 2-3.)

    ► Customer Satisfaction Scores This Month The score for USCIS-ES.gov increased from 83 to 84 this month with 183 respondents this month. The score for USCIS.gov remained at 71 with 1,129 respondents this month. (See page 9.)

    USCIS USCIS-ES Federal Govt. 71 84 73

    ► USCIS-ES Visitor Traffic User Sessions and Page Views increased 6.66% and 9.12% respectively. Page Views were up an average of 9.12%. The USCIS-ES homepage was viewed 318,625 times in August compared to 281,787 times in July compared, an increase of 13.07%. Page Views of the “Mientras mi caso está en trámite con el USCIS” page increased 49.29% from last month. Page Views of the “Familiares de Ciudadanos Estadounidenses” page was up 57.43% from last month. (See page 14-15.)

  • CSWP

    CSWP Monthly Web Metrics Report 2 September 21, 2015

    CSWP Visitor Traffic ► Notable changes this month: Page views increased 4.94% over last month. User Sessions increased 4.58%. Page views of PDFs decreased 7.01%.

    Metric Feb.15 Mar.15 Apr.15 May.15 Jun.15 Jul.15 Aug.15 Change

    Pageviews 34,548,035 34,505,791 34,747,104 33,328,516 30,010,346 31,908,179 33,485,206 4.94% Users 5,369,771 5,069,704 5,399,170 5,139,681 4,590,711 4,943,998 5,097,164 3.10% Sessions 9,996,313 9,964,767 10,542,795 9,864,435 9,029,393 9,595,298 10,034,731 4.58% Avg Session Duration 00:04:07 0:04:14 00:03:54 00:03:58 00:04:02 00:04:00 00:03:29 -12.92% % New Sessions 42.66% 39% 40.09% 40.19% 38.83% 40.26% 35.49% -11.85% Pageviews/Session 3.46 3.46 3.30 3.38 3.32 3.33 2.98 -10.51% Bounce Rate 34.74% 31.42% 34.41% 34.04% 30.94% 32.53% 37.66% 15.77% PDF Pageviews* 16,308,215 19,498,803 19,039,279 15,822,483 16,497,086 15,295,155 16,368,105 7.01%

    * PDF pageviews represent the number of views of files with the .PDF extension, as tracked via Akamai web logs (not Google Analytics).

    Distribution of Traffic by Major Landing Pages The CSWP Home Page makes it easy for visitors to find and navigate to popular information and resources. The table below includes traffic main landing pages.

    ► Notable changes this month: Page views of the “Green Card” page increased 8.60%. Page views of the “U.S. Citizenship” page increased 9.62%. Page views of the “Tools” increased 21.09%.

    Page Page Views

    Avg. Time on Page Entrances*

    Bounce Rate Change

    1 Forms 1,306,673 54.84 351,425 38.17% 3.83% 2 Green Card 431,127 54.18 154,619 39.79% 8.60% 3 U.S. Citizenship 187,502 82.18 73,099 40.26% 9.62% 4 Tools 153,827 160.16 53,156 30.85% 21.09% 5 News 139,974 77.41 65,776 58.69% -1.73% 6 About Us 40,433 84.14 9,879 48.66% -2.58% 7 Working in the US 38,986 102.79 16,977 51.87% 2.31% 8 Executive Actions on Immigration 34,850 190.89 19,730 70.48% -24.98% 9 Laws 34,776 84.27 12,995 49.51% -4.15%

    10 Military 14,822 82.58 3,823 54.29% 7.24% 11 Humanitarian 14,005 77.16 3,328 57.74% 4.45% 12 Outreach 7,382 94.61 2,171 40.74% -9.51%

  • CSWP

    CSWP Monthly Web Metrics Report 3 September 21, 2015

    Top 25 Viewed Pages The following table shows the 25 most viewed pages on USCIS.gov with additional statistics according to Google Analytics.

    ► Notable changes this month: Page Views increased an average of 4.94% overall. Page Views of the USCIS Homepage increased 7.52%. Page Views of the “Naturalization Self-Test 3” increased 92.54%. Page Views of the “Application for Naturalization” increased 10.57%. Page Views of the “Affidavit of Support Under Section 213A of the Act” page decreased 24.45%.

    Page Title Page Views

    Avg. Time on

    Page Entrances* Bounce Rate Change

    1 Homepage 5,400,486 145.34 3,786,546 19.82% 7.52% 2 Naturalization Self-Test 1 2,822,978 14.35 77,248 5.63% -3.13% 3 Forms 1,306,673 54.84 351,425 38.17% 3.83% 4 Naturalization Self-Test 3 1,173,390 14.07 7,217 24.33% 92.54% 5 Naturalization Self-Test 4 976,881 14.34 6,620 27.85% 67.48% 6 Application for Naturalization 673,564 223.69 170,792 36.19% 10.57% 7 Petition for Alien Relative 657,215 196.68 171,233 34.13% 8.34% 8 Naturalization Self-Test 2 551,061 13.74 5,978 14.19% -59.63% 9 Green Card 431,127 54.18 154,619 39.79% 8.60%

    10 | USCIS 411,092 46.75 122,825 45.48% 300.25% 11 Application to Register Permanent Residence or Adjust Status 410,804 172.38 87,936 39.21% 6.24% 12 Affidavit of Support Under Section 213A of the Act 398,888 238.94 117,612 22.68% 24.45% 13 Application for Employment Authorization 385,948 179.45 95,177 32.98% -1.30%

    14 100 Civics Questions and Answers with MP3 Audio (English version) 370,891 172.99 98,893 46.41% 8.29%

    15 E-Verify 341,896 132.16 245,226 37.32% 12.05% 16 Espanol Homepage 329,269 130.53 111,298 25.75% 13.71% 17 Application to Replace Permanent Resident Card 324,867 218.87 87,091 38.01% 8.67% 18 Apply for Citizenship 297,862 153.80 130,255 34.75% 16.61% 19 Contact Us 279,037 166.77 81,884 48.67% 2.13% 20 Log in to USCIS ELIS 243,048 206.26 52,242 16.77% 26.45% 21 USCIS ELIS 237,360 65.35 90,510 24.61% 7.80% 22 Renew a Green Card 210,845 75.61 80,459 36.72% 7.10% 23 Green Card Through Family 210,336 58.51 32,446 69.70% 7.32% 24 Employment Eligibility Verification 199,994 152.59 113,635 35.36% 5.01% 25 E-Filing Form I-90 Using USCIS ELIS 194,897 187.17 16,450 24.48% -12.29% * “Entrances” count the first hit of the session that is also a page.

  • CSWP

    CSWP Monthly Web Metrics Report 4 September 21, 2015

    Top 25 Referring Sites Sending Traffic to CSWP The following table lists the top 25 sources of Web traffic referred to USCIS.gov from external Web sites.

    ► Notable changes this month: Sessions referred from m.facebook.com increased 407.37%. Sessions referred from travel.state.gov decreased 4.85%.

    Search Term Sessions % New Sessions* New

    Users Bounce

    Rate Pages / Session Change

    1 m.facebook.com 345,399 81.62% 281,911 80.43% 1.38 407.37%

    2 travel.state.gov 180,985 26.03% 47,106 29.19% 2.77 -4.85%

    3 links.govdelivery.com 80,505 18.99% 15,289 36.07% 2.73 -6.96%

    4 facebook.com 74,729 49.40% 36,916 62.31% 2.02 146.01%

    5 lm.facebook.com 42,504 52.79% 22,438 72.62% 1.56 13

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