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Federal Agencies Have Worse CX Than 17 Out Of 18 Private Sector Industries
May 31, 2018

Despite Washington’s focus on customer experience, federal CX remains overwhelmingly weak compared with the private sector’s, according to Forrester’s US Federal Customer Experience Index, 2018. After evaluating CX at 15 federal agencies and programs, government's average score was 59 out of 100, which is unchanged from the previous two years and 10 points lower than the private sector average.

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Forrester Research, Inc.

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