Tuesday, July 26, 2016

You may be from the govt, but I don't feel helped

Frank Konkel, Nextgov, July 18, 2016, says the government is pretty rock bottom on customer satisfaction, according to a recent study by Forrester Research.

The report looked at 319 brands and quizzed 122,300 customers.

The government's average was "poor." The National Park Service rated the best--at "good."

Some agencies are managing the customer experience in a systematic way--or are starting to.

But others, no way.

Traditional banks, online retailers, and auto and home insurance rank the highest--and they only get an OK.

The White House recently made customer service a priority for agencies to pursue--A Customer Service Council is distributing best practices and sharing knowledge.

But--Healthcare.gov? Still in last place.

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