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For Customer Experience Professionals

The Forrester Government Wave™: US Federal Government Websites, Q1 2020

Federal Websites Offer Similarly Strong Experiences And Have Room For Improvement

February 18, 2020


Why Read This Report

Websites are the centerpiece of the US federal customer experience (CX). To gauge how well they serve customers, we evaluated seven of the most-visited sites. This report reveals how well they perform on 27 proven criteria and what they — and government organizations everywhere — can do to improve.

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Table of Contents

  • Great Websites Are Vital To Federal Mission Success
  • Federal Websites Provide Strong And Similar Experiences
  • Ensure That All Users Feel Safe And Confident
  • Recommendations

  • Adopt Best Practices For Continuous Website Improvement
  • How Forrester Can Help

  • Get Objective Recommendations For Your Sites
  • Supplemental Material
  • Related Research Documents

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