Data Overview Report

The US Federal Government CX Index Insights: Customer Emotions, 2023

US Federal Agencies Struggle To Deliver Emotionally Positive CX

December 20th, 2023
Colleen Fazio, Senior Analyst
Colleen Fazio Senior Analyst
With contributors:
Rick Parrish , Tyler Castro , Shayna Neuburg

Customer experience (CX) quality influences customer behaviors that affect US federal government agencies’ mission success, like how willing customers are to trust an agency or comply with its advice. Based on the 2023 US federal Customer Experience Index (CX Index™), this report explores how well US federal agencies are delivering on three essential dimensions of CX quality: effectiveness, ease, and emotion.

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