The 2023 U.S. Customer Satisfaction Index Federal Government Report shows that even before the pandemic, people have never been this satisfied with federal government services.
Public satisfaction with U.S. government services rose 2.9% from last year to 68.2 out of 100, following a 4.6% increase from 2021 to 2022, according to an ACSI report released Tuesday. became.
“Taken together, these two major accomplishments represent an increase in citizen satisfaction levels not seen since long before the COVID-19 pandemic began,” said Forrest Morgeson, associate professor of marketing at Michigan State University and director emeritus of research at ACSI. “It's back to a level it wasn't before.” statement. “Data shows that the public is more satisfied with their engagement with the federal government than at any time since 2018.”
The overall increase was driven by the quality of government websites (13% to 78), the courtesy and professionalism of government customer service (8.3% to 78), and the efficiency of government procedures. There was an increase in Americans' perception of ease (up 6.1% to 70 people). ), ease of access and clarity of information (4.3% vs. 72).
The survey, based on interviews with 847 randomly selected people contacted by email, also found that public satisfaction with federal services cuts across party lines.
While Democrats' satisfaction with government services has held steady at 71 points over the past year, the survey shows that Republicans' satisfaction with government services has increased by 1.5% to 67 points and Independents' ratings have increased by 4.8% to 66 points. .
The Biden administration's focus on improving the federal government's customer and digital services is a tailwind. President Joe Biden signed the Customer Experience Transformation Executive Order in December 2021, consistent with the goals set forth in the President's Executive Agenda. And just recently, the Office of Management and Budget released new policy guidance to strengthen federal digital services.
