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View Full Version : Report: Federal government has 'near monopoly' on worst customer experience




Suzanimal
09-16-2016, 01:25 PM
Despite a major push by the Obama administration in recent years, the federal government “still fails at customer experience,” according to Forrester Research’s Customer Experience Index.

The federal government finished dead last among 21 major industries, and had five of the eight worst scores of the 319 brands, leading Forrester to note that government has a “near monopoly on the worst experiences.”

Forrester’s Customer Experience Index scored 319 brands based on perceptions from 122,500 adult customers surveyed over the past year. Notably, HealthCare.gov ranked last among all brands at 319. USAJobs.gov, the departments of Education and Veterans Affairs, the Transportation Security Administration, the Internal Revenue Service, Medicaid and the Small Business Administration rated in the bottom 6 percent of all brands.

“For me, the most compelling point is that federal agencies are clustered near the bottom of the index,” Rick Parrish, senior analyst at Forrester, told Nextgov. “So many agencies that have been working hard haven’t shown improvement. You see a lot of action, a lot of arm-waving and noise, but not a lot of progress.”

Federal agencies as a whole actually improved two points from Forrester’s 2015 Customer Experience Index to an average score of 58—though 58 still qualifies as “near the bottom of the poor category." That differs significantly from industry’s average score of 70. In fact, while three out of every four agency brands provided “poor” customer service, according to Forrester, only 19 percent of industry brands did.

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http://www.nextgov.com/cio-briefing/2016/09/report-federal-government-has-near-monopoly-worst-customer-experience/131260/?oref=govexec_today_nl