Trends Report

The US Federal Customer Experience Index, 2021

How Agencies Drive Mission Performance With The Quality Of Their Experience

December 9th, 2021
With contributors:
Keith Johnston , Harley Manning , Michelle Yaiser , Niraj Patel , Daniel Portillo , Shayna Neuburg


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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