Trends Report

Clear Communication Is Vital For Government CX Success

Improving How You Communicate Creates A Better Customer Experience — And Improves CX Metrics

February 14th, 2018
Faith Adams, null
Faith Adams
With contributors:
Harley Manning , Margaret Rodriguez , Danielle Place , Scott Ross , Shayna Neuburg


The use of clear and simple communication by federal agencies with their customers positively influences the overall customer experience they deliver. The use of plain and simple language across all agencies is worth 33 Customer Experience Index (Forrester CX Index™) points. In this report, we outline how 15 government agencies perform when it comes to clear communication and explain what they leave on the table by not communicating clearly. We also detail how some CX pros from regulated industries have successfully purged jargon from their communications and simplified their messaging to increase clarity, build trust, improve agency perceptions, and increase engagement and compliance.

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