Wave Report

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

Federal Websites Offer Similarly Strong Experiences And Have Room For Improvement

February 18th, 2020
With contributors:
Senem Guler Biyikli, PhD , Harley Manning , Madeline King , Ben Salamin , Shayna Neuburg


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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