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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

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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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