Trends Report

The US Federal Customer Experience Index, 2017

September 6th, 2017
Margaret Rodriguez, null
Margaret Rodriguez
With contributors:
Harley Manning , Roxana Strohmenger , William Willsea , Rachel Birrell


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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