Photo:Craig Chavez

Craig Chavez

Craig Chavez is a Management and Program Analyst for the Office of Strategy Management with GSA's Federal Acquisition Services. He also blogs for DigitalGov.

News and Events

Applying Customer Service Metrics to Improve Customer Experience (CX)

Lately, I’ve looked at how a government agency measures a customer’s experience. It’s such a complex topic that I would need more than one blog to discuss the nuances behind it. In my last blog, I examined and brokedown three types of customer service metrics: customer satisfaction (CSAT), Net Promoter Score (NPS), and Customer Effort
Nov 03, 2016

CSAT, NPS, and CES: 3 Easy Ways to Measure Customer Experience (CX)

Have you ever wondered how to measure a customer’s experience? I’ve thought about it, specifically about how to measure the experience with services from government agencies. This is a complex topic because government services can be vastly different from each other. These services range from: issuing fishing and hunting permits, social security benefits, unemployment insurance,
Aug 05, 2016