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
Colleen Fazio, Senior Analyst
Colleen Fazio Senior Analyst
With contributors:
Rick Parrish , 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 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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