For the people: Improving government CX
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Government continues to trail private industry in its ability to meet customer service expectations. The American Customer Satisfaction Index Federal Government Report 2022 scored government service at 66.3 out of 100, below the average customer satisfaction index of 73.2.1 It’s not all bad news, though.
Thanks to customer experience (CX) being a focus of the Biden-Harris Management Agenda, this year marked the first uptick in customer satisfaction since 2017. With more than $500 million in the White House fiscal 2024 budget proposal earmarked to support the improvement of government CX, the hope is for a continued upward trend.
To realize this hope, and the promise of a government that works for all its people, agencies need to be strategic in how they invest in improving the CX journey to benefit both citizens and their workforce.
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