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The White House’s executive order on customer experience asks agencies to provide excellent, equitable and secure federal services to the American taxpayer. A new report by Forrester Research shows that the results of federal customer experience in 2021 have been mixed.

  • Rick Parrish, vice president and principal analyst at Forrester Research, said the report, which rated the quality of customer experience for 15 of the largest U.S. public-facing federal agencies and programs, showed steady improvement but significantly lower scores than private sector companies.
  • There were modest disparities between men and women and larger gaps among different ages and ethnicities, said Parrish.
  • He explained that government organizations, generally larger and more restricted by regulations, are slower to understand the benefits of customer experience improvement, including greater mission performance.

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May 2022
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