Trends Report

The US Federal Customer Experience Index, 2021

How Agencies Drive Mission Performance With The Quality Of Their Experience

December 9th, 2021
Rick Parrish, Vice President, Research Director
Rick Parrish Vice President, Research Director
With contributors:
Keith Johnston , Harley Manning , Michelle Yaiser , Niraj Patel , Daniel Portillo , Shayna Neuburg

Summary

Improving the quality and equity of the US federal customer experience (CX) is a White House priority. In this report, we measure federal agencies’ progress with our annual federal Customer Experience Index (CX Index™) rankings. This year, we analyze CX quality and performance on key drivers for five demographic categories and assess how federal CX quality affects mission performance.

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