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For Customer Experience Professionals

The US Federal Customer Experience Index, 2017

September 6, 2017


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 with our annual federal Customer Experience Index (CX Index™) rankings. We also compare agencies' customer experience (CX) performance with the private sector's and assess how well agencies perform on key CX drivers, including digital CX. 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
  • Federal CX Remains Poor As Digital Efforts Disappoint
  • With Stagnation At The Top, Laggards Dominate In Washington
  • Federal Agencies Fail Where It Matters Most
  • Recommendations

  • Ground Your CX Program In Driver Analysis
  • How Forrester Can Help
  • Supplemental Material
  • Related Research Documents

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