Following the Park Service, top ratings went to the Bureau of Consular Affairs, Medicare, USPS and Medicaid. Image: Sutthiphong Chandaeng/Shutterstock.com
By: FEDweek StaffFederal agencies overall still lag the private sector in providing customer service, according to an evaluation by the Forrester research firm, although the National Park Service remains a bright spot, leading the 15 federal agencies and programs that were rated for the seventh straight year.
“Despite federal agencies’ focus on improving digital customer experience (CX), they lag in both physical and hybrid CX and deliver uneven experiences across channels and demographic groups,” it said.
Overall customer experience ratings for government agencies held about steady at 61.9 percent positive even as private sector ratings declined, it said. That rating included a score of just 58 on digital channels such as mobile or automated phone systems, while the score was 64.5 for those who used in-person or live phone calls.
“Improving federal CX is a White House priority. More importantly, however, our research indicates that the quality of an agency’s CX has an effect on customer behaviors, which in turn affect that agency’s ability to accomplish its mission. Falling short on CX means that customers are less likely to take important actions such as trust agencies and comply with their directives and advice,” it said.
Following the Park Service, top ratings went to the Bureau of Consular Affairs, Medicare, USPS and Medicaid. The bottom five were, in ascending order, IRS, USAJobs, Education, Healthcare.gov and the TSA.
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