Several industries posted declines, most notably airlines. Image: sweeann/Shutterstock.com
By: FEDweek StaffA posting on performance.gov calls the generally level scores for the federal government over 2021-2022 in a customer experience ranking as a positive amid a general decline for businesses—even though those same rankings still show the government in last place.
The posting cites the Forrester CX index that is based on a survey of some 11,000 people regarding their experiences with service quality, ease of use and other factors related to the customer experience. For 2022, it said, the top ranking went to the auto/home insurance industry with a positive score of 75, up by one point, followed by luxury auto manufacturers at 74, down by three points.
Several other industries also posted declines, most notably airlines, down from 69 to 65; that tied utilities for the place above the federal government’s low of 62. That score fell by one point from 2021.
The posting further noted that while 33 percent rated their experience with the government as excellent, and 4 percent rated it as good, 42 percent rated it as very poor and 12 percent as poor. However, “Within these rankings, some agencies performed above the average for the federal government, including: the National Park Service, the Bureau of Consular Affairs, Tricare, Medicare, Medicaid, and the U.S. Postal Service.”
Improving customer service quality is one of the elements of the President’s Management Agenda, with an interim goal of breaking into the top 10 among the 13 sectors ranked. To do that in 2022, the government would have needed to post a score above 70.
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