The lowest ranking, a 54 for Treasury, also “is not entirely unexpected,” given that it houses the IRS. HUD was next-lowest at 62. Image: smolaw/Shutterstock.com
By: FEDweek StaffAfter four straight years of decline, public satisfaction with federal agency services turned up by 2.9 points in 2022 to an overall grade of 66.3, although still not up to the 67.9 of 2017 and still well below the high point of the last two decades of 72.3 in 2008.
“As was the case with the private sector, COVID-19 significantly stressed the federal government’s ability to effectively offer services to citizens, and ultimately eroded happiness with these services. The satisfaction gains in 2022 reversed much of this erosion,” said the American Customer Satisfaction Index announcement, which bases its ratings on responses from people who have had direct contact with government services over a year.
Of the four factors measured, satisfaction with customer service and with agency websites continued their decline, each dropping a point to 72 and 69 percent favorable. However, that was more than offset by gains in satisfaction with efficiency and ease of use agency processes and with information agencies provide.
As had been the case in the past, the highest ranking went to the Interior Department, with a 75 percent positive score. “A substantial portion of the respondents within the Department of the Interior are visitors to national parks and the National Park Service — a lower-cost and largely satisfying type of experience,” it said. Agriculture and DHS followed with scores of 73 and 71, the only other two above 70 percent.
The lowest ranking, a 54 for Treasury, also “is not entirely unexpected,” given that it houses the IRS. HUD was next-lowest at 62.
By political party, satisfaction rose the most among Democrats although it also was up among Republicans while flat among independents.
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