FEDweek

Satisfaction with Government Services Continues to Rise

Consumer satisfaction with federal government services rose for the second straight year in 2017 to an 11-year high, according to an American Consumer Satisfaction Index report.

After peaking in 2007 at 72.3 percent, the measure generally dropped each year–apart from an uptick in 2011-2012–until bottoming out at 63.9 percent in 2015. Since then, it has risen to 68 and now 69.7 percent.

“Unlike last year, when improvements in federal e-government website services stood out as the driving force behind higher satisfaction, a more diverse array of attributes are prompting the current ACSI increase,” it said. Gains were posted in 2017 in measures of timeliness and efficiency of government processes such as benefit applications and clarity and accessibility of the information received from agencies, along with the quality of federal websites. The fourth, the courtesy and professionalism of customer service personnel, declined by 1 percentage point.

By Cabinet department, Justice, Interior and Defense were at the top with 81, 78 and 76 percent positive ratings, while HUD was the lowest at 60 percent, just below Treasury at 61. Some small agencies or programs of larger agencies posted notably high scores, including the Pension Benefit Guaranty Corporation, 91, the VA’s CHAMPVA health program at 89, its medical center inpatient services at 86, and the SBA’s office of disaster assistance at 85.

There was little variation among those who identified themselves as Democrats, Republicans or Independents.