Trends Report

The US Federal Customer Experience Index, 2020

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

September 30th, 2020
With contributors:
Harley Manning , Michelle Yaiser , Ben Salamin , Shayna Neuburg

Summary

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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