“… In the 2019 U.S. Customer Experience Index published by Forrester Wednesday, federal agencies ranked dead last among 16 industries. The government got an average score of 59 percent, within a percentage point of the same score it has received over the past two years.”
“As they have in the past, federal agencies measured in the index comprised several of the worst overall brand scores, with USAJobs.Gov—the federal government’s jobs portal—scoring an index-worst 46.5.”
“Other poor scorers falling in the lowest scoring metric—“very poor,” or scores lower than 55—include Healthcare.Gov, the IRS and Education Department.”
“Conversely, as it has for the past several years, the National Park Service captured the highest score among federal agencies with a 73.8, though that dropped three points from last year. NPS was the only federal agency to score about the overall industry average, and the U.S. Postal Service, Tricare, Medicare and Veterans Affairs Department rounded out the top five agency scores.” Read the full article here.
Source: Federal Agencies Rank Dead Last in Forrester Customer Experience Index – By Frank Konkel, June 12, 2019. Nextgov.
