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For Customer Experience Professionals

The US Federal Customer Experience Index, 2020

How US Federal Government Agencies Drive Mission Performance With The Quality Of Their Experience

September 30, 2020

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Why Read This Report

The White House requires federal agencies to provide customer experiences that are comparable to those of leading private sector organizations. In this report, we measure agencies' progress toward this goal with our annual federal Customer Experience Index (CX Index™) rankings. We also compare agencies' CX performance with the private sector's and assess how well agencies perform on key CX drivers and 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 Improved Modestly But Still Lags The Private Sector
  • Lagging Digital Experiences Drag Down Federal CX
  • CX Struggles Hurt Mission Performance
  • Federal Agencies Fail Where It Matters Most
  • How Forrester Can Help

  • Understand The Drivers And Potential ROI Of Your Brand's CX
  • Supplemental Material
  • Related Research Documents

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