Trends Report

What Makes A Great Government Experience

Lessons Learned From Our New Customer Experience Index

November 7th, 2014
With contributors:
Michael Gazala , John Dalton , Corey Stearns


Federal agencies are failing the administration's mandate to offer customer experiences (CX) that match the best of the private sector. What's worse, their poor CX performance hurts our whole political system. Our new CX Index, which measures customer experiences on multiple dimensions and uncovers the drivers of great government CX, will help federal agencies — and state and local governments, too — understand how to get beyond merely fixing broken channels and truly transform the government experience. In this report, we introduce the methodology and capabilities of the CX Index and present some findings on federal CX. We then offer recommendations to federal CX professionals for catching up to the private sector and predictions for how this effort will affect agencies' approach to CX.

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