By Camille Tuutti // November 11, 2014
If the federal government had a customer complaint box, it would probably be overflowing by now.
The overall customer experience for half a dozen key federal services was rated “very poor,” according to a new report from Forrester.
“Compared with dozens of auto, banking, retail and retail companies we also ranked," federal customer experience "looks downright bleak,” the Nov. 7 report concluded.
Forrester’s annual "CX Index" measures government agencies -- and more than 15 other sectors -- across three components that make up great customer experience: effectiveness, ease and emotion.
The six federal agencies and programs rated earned an average of “very poor,” with HealthCare.gov scoring the lowest.
So why the dismal scores? In short: Government customers don’t feel appreciated.
Of the 1,300 U.S. adults who interacted with a government agency online in the past 12 months:
- Less than half said these agencies made them proud of the U.S. The Internal Revenue Service scored the lowest, with only about one-fifth of its customers saying their interactions with the agency made them proud of the nation.
- Less than half said government customer experiences make them feel like important citizens. (VA scored the highest, while the IRS ranked ...