June 14, 2018

New Government CX Report Reveals How Citizens Experience Federal Services


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Washington, DC — June 14, 2018 — ForeSee (www.foresee.com) today released its Government CX Insights report, including the ranking of Federal Government departments and agencies based on customer experience. More than 4,000 people were surveyed to uncover new insights on what’s driving the federal customer experience and how agencies can lower operational costs and make the most out of every taxpayer dollar.

In the ForeSee Experience Index: Government CX Insights report, the Department of Commerce, home of the U.S. Patent and Trademark Office (USPTO), and the National Oceanic and Atmospheric Administration (NOAA), took the number-one spot in overall customer experience with a 76.9 (on a 100-point scale). The Department of Interior, which houses the National Park Service, scored a 76, while the Department of Energy came in third place with a score of 74.8.

The report was previewed at ForeSee’s annual public sector CX Forum in Washington, DC, where customer experience professionals from public sector organizations and federal agencies gathered to learn and share best practices. In addition, AARP was announced as the 2018 recipient of ForeSee’s Excellence in Customer Experience Award, acknowledging the association’s commitment to measuring, analyzing, and improving member experiences through continuous customer feedback.

“The private sector sets a high bar when it comes to digital services and convenience. People are looking to the Federal Government to deliver the same tools and conveniences they find with their bank or favorite retailer,” said Dave Lewan, Vice President, ForeSee. “The report suggests that customer experience can be the galvanizing metric to help federal agencies and the public sector prioritize services and improvements to drive better outcomes across channels and touchpoints.”

According to the report, 40% of people are more likely to trust federal sources for information over private sector counterparts. Yet, a wide gap persists when comparing Federal Government and private sector experiences, with the Federal Government ranking lowest (68.0), in contrast with banking (82.0), utility providers (76.0), and retail (74.7).

Satisfaction was significantly higher for people who were able to complete tasks (such as passport or patent applications) on the first touch—but only a modest 21% of people report being able to complete on the first try. Findings in the study also support the idea that agencies can cut costs and boost federal customer satisfaction by improving digital offerings. Interestingly, while digital was not everyone’s preferred channel, it is the channel that yields the highest level of satisfaction.

The ForeSee Experience Index (FXI): Government 
CX Insights report was fielded the last week of April 2018. It surveyed 4,000 people on their recent experiences with programs and services associated with the 15 executive branch agencies of the Federal Government, and two independent federal agencies: the Social Security Administration and the U.S. Postal Service. Judicial and Legislative branch interactions were not included in this study. Download the complete Government CX Insights report here.

ForeSee also publishes the ForeSee Experience Index: E-Gov that measures CX across 100 leading federal sites and mobile apps. Now in its fourteenth year, the next installment, covering January through June 2018, will be published this summer. Unlike other CX solutions, ForeSee operates under a blanket purchase agreement (BPA) from the Department of the Interior, and has OPM clearance to deploy citizen surveys on behalf of agencies. Federal Government departments and agencies including the Social Security Administration and the U.S. Patent and Trademark Office depend on ForeSee to help them provide winning customer experiences.

About ForeSee

Founded in 2001, ForeSee is the pioneer of voice of customer (VOC) solutions that measure and improve the customer experience. ForeSee CX Suite is powered by the only proven causal model that accurately connects CX improvements to business outcomes, empowering business leaders by providing strategic and tactical CX decisioning. Thousands of leading organizations in retail, financial services, energy and utilities, and the public sector rely on ForeSee to give certainty to their CX initiatives. Visit www.foresee.com to learn more or schedule a demo.

About the Author

As a pioneer in customer experience analytics, Verint delivers superior technology and proven methodology to connect the customer experience to the bottom line. The result is better business for companies and a better experience for consumers.

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