Trends Report

The US Federal Customer Experience Index Rankings, 2023

US Federal Agencies Maintained CX Quality, Continue To Lag The Private Sector

November 21st, 2023
With contributors:
Rick Parrish , 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 US 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 six demographic categories and assess how federal CX quality affects mission performance.

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