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PACER survey shows rise in user satisfaction

PACER, the government’s Public Access to Court Electronic Records, has seen a sharp rise in overall user satisfaction since a comparable survey was conducted in 2009.

According to the U.S. Courts, 90 percent of users say they are satisfied or highly satisfied with the Internet-based public case information system, compared 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,” said U.S. Circuit Court Judge Andre Davis, who is a member of the Judicial Conference’s Information Technology Committee. “They’ve been responsive to the public and to users generally.”