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For Customer Experience Professionals

The US Federal Customer Experience Index, 2016

Despite Some Bright Spots, Agencies Fail To Meet The Administration's CX Goals

August 30, 2016

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Why Read This Report

The White House requires federal agencies to provide customer experiences that match the best of the private sector's. In this report, we measure agencies' progress toward this goal by releasing federal Customer Experience Index (CX Index™) scores for the first time. We also compare agencies' customer experience (CX) performance with the private sector's, assess how well agencies perform on key CX drivers, and highlight agencies that made major gains. We conclude with concrete advice for federal CX pros who want to improve customer experiences efficiently.

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Table of Contents

  • The CX Index Is A Powerful Tool For Government
  • The Federal Government Still Fails At CX
  • Bright Spots Show That Improvement Is Possible
  • Recommendations

  • Ground Your CX Program In Driver Analysis
  • Forrester's CX Practice Can Help Your Agency
  • Supplemental Material
  • Related Research Documents

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