Where Customer Experience is Winning (and Losing) in Government

Written by Nextgov
  • Nextgov
  • 3 years ago


In the past year, the Obama administration has increasingly pushed for better customer experience between federal agencies and their stakeholders, without a single plan to accomplish this massive goal.

And make no mistake, improving federal customer experience is an utterly massive undertaking: According to research from Government Business Council, Government Executive Media Group’s research arm, public satisfaction with federal customer service is at an eight-year low. Collectively, the government’s American Customer Satisfaction Index score of “64” puts it comfortably behind every major private sector industry.

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