Survey Results: Federal Government Need To Improve Customer Experience, Private Sector Service Outranked Federal Service
New Study Shows Only 31 Percent of Americans Give Federal Agencies High Marks for Customer Service
MeriTalk, the government IT network, announced the results of the Uncle Sam at Your Service: 2011 Federal Customer Experience Study, which found that despite year over year improvement, just 31 percent of Americans are very satisfied with Federal customer service. Underwritten by RightNow, this new report comes out shortly after the White House released Executive Order 13571 in April 2011, calling for agencies to streamline Federal service delivery and improve customer service. While Federal agencies are moving in the right direction, Americans still indicate a significant gap between their current experiences and their customer service expectations. Four out of five Americans still believe the Federal government can improve customer service. Private sector service also continues to outrank Federal service.