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The US Federal Customer Experience Index, 2021

Small Improvements, Big Equity Gaps

December 2, 2021

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This year, this White House made equity a top goal for the US federal customer experience (CX). We used our 2021 US Customer Experience Index (CX Index™) data to measure federal CX quality and performance on key drivers for five demographic categories. During this webinar, we reveal our results, explain their effect on federal customers and agencies, and advise federal leaders on how to improve.

Key takeaways:

  • Explore the state of the US federal CX overall and CX equity across five demographic categories.
  • Understand the effect that unequal CX has on federal customers and agencies.
  • Learn where to focus your efforts to improve federal CX quality.

Target audience level: all levels

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