ACSI Scores for U.S. Federal Government 2009

January 26, 2010 Government Satisfaction Scores, Commentary by Claes Fornell and the
Government (Agency/Segment) Scores

  • “Citizen Satisfaction with Federal Government Services Dips Slightly – Trust in Government Improves; User Satisfaction with Government Websites at All-Time High: Citizen satisfaction with services provided by the federal government declines slightly this year, down 0.3% to 68.7, according to the American Customer Satisfaction Index (ACSI). This small drop does not erase the considerable improvement made a year ago, when the government ACSI rose 1.6% to 68.9. Although several government services are on par or better that the private sector in terms of user satisfaction, the average government ACSI scores well below the private sector, which stands at 76.0 (as of the third quarter of 2009). This does not mean that government workers are necessarily less adept or less motivated to provide good service; it probably has more to do with the fact that some aspects government responsibility are regulatory as opposed to the voluntary consumer choice offered by the private sector.”
    • LinkedIn
    Posted in: E-Government
    ➤