Customer Satisfaction

Did We Do a Good Job? The Answer Is in Customers’ Business Outcomes

Aug 12, 2016 |

Earlier this week, I shared with my colleagues at EXIM the results of our 2016 export credit insurance customer survey. This is the third consecutive year that our largest customer segment has been asked to share their feedback with us. We appreciate knowing, through our customers’ eyes, how we are doing on our agency’s strategic Read »

What’s All The Fuss Around Customer Experience?

Jul 29, 2016 |

Have you been hearing the terms “Customer Experience” or “CX” a lot lately? Maybe you’re wondering how they relate to customer service, or maybe you want to learn more about CX and how it can help your customers. Whether you directly interact with customers, support front line employees, or manage program operations, your work has Read »

Our CX Recipe for Success: Complete with Ingredient List and Substitutions!

May 31, 2016 |

If you were to spend any time with me in the kitchen, you would often find me searching out substitutions for ingredients that I don’t have on hand or have to drive 100 miles to find. I don’t want to abandon the recipe, so I substitute instead. I find that in the world of internal Read »

CX Community—Year One

Dec 30, 2015 |

Customer experience, or CX, is everywhere these days. Companies tout how they’re improving the customer experience with faster service, greater convenience or better products. If you’re wondering how customer “experience” differs from customer “service,” customer service usually involves a single interaction, such as a phone call to your cable company, while the customer experience encompasses Read »

OCSIT’s 2015 Customer Survey—What We Learned

Dec 28, 2015 |

Three years ago, GSA’s Office of Citizen Services and Innovative Technologies (OCSIT) set out to design a system to consistently measure customer satisfaction across our office. We were inspired by the Digital Government Strategy, which tasks agencies to adopt a customer-centric approach to service delivery. Read »

Government Customer Service Update—Webinar Recap

Dec 14, 2015 |

OMB’s Lisa Danzig, who co-leads the Cross Agency Priority (CAP) Customer Service Goal with Carolyn Colvin, from the Social Security Administration, shared a status update on the CAP goal work they’ve done since we last spoke with her, earlier this year. Background When the public comes to the federal government for information and services, they Read »

DigitalGov Summit Recap: Innovation Through Customer Experience

Oct 30, 2015 |

Meeting customer needs can be done, no matter what agency you represent. A panel discussion at the 2015 DigitalGov Citizen Services Summit delved into customer experience (CX) work at three agencies with diverse missions. Andrew Hughey, Product Development Director at the Internal Revenue Service (IRS), moderated the panel that featured Stephanie Thum, Vice President of Read »

National Customer Service Week Is Over, but Our Work Is Not!

Oct 20, 2015 |

Get your customer personas right, and you will improve the customer experience (CX) for the rest of your audience. That’s advice Rick Parrish from Forrester Research gave in response to an audience question during the September 29 DigitalGov University webinar on the state of CX in the federal government. Your key customers are those that are most important to the organization, and often most Read »

Federal Student Aid Customer Experience Journey: A Recap

Aug 14, 2015 |

Customer Experience (CX) deserves a voice at an agency’s senior levels. Putting CX Read »

New Kid in Town: The Customer Experience Community

Jul 31, 2015 | ,

Cross-Agency Priority (CAP) Goals prioritize activities that all agencies must tackle each year. An important CAP Goal for 2015 addresses customer service and compels federal agencies to improve the quality of service the public receives from the federal government. To build on the momentum of this goal, the government Customer Experience Community of Practice (CX-COP) Read »

How the Nationals’ Customer Experience Principles Can Be a Home Run for Agencies

Jul 22, 2015 | ,

In June, the new Customer Experience Community of Practice (CX-COP) hosted Jonathan Stahl, Executive Director of Ballpark Operations and Guest Experience of the Washington Nationals, to share best practices on how to deliver a great customer experience. Below are four insights he shared. Develop and Read »

DigitalGov Podcast: Leaders Come and Go, But Your Customers Will Remain

Jul 17, 2015 |

To provide great customer service, bring your agency’s customers to the table. This is one of many insights recently offered by Stephanie Thum, Vice President of Customer Experience at the Export-Import Bank of the United States. Thum has previously written about customer experience for DigitalGov, including Three Ways to Evolve Your Agency’s Customer Mindset and Read »

2015 Customer Service Trends: a Mid-Year Update

Jul 8, 2015 |

Earlier this year, we published 15 Government Customer Service Trends for 2015. We’re halfway through the year now—how are these trends holding up? 1. Centralized Customer Offices A few agencies have created centralized customer offices, while others question the need for a single organization that focuses on the customer. As the public’s overall satisfaction with Read »

A Conversation with OMB on Customer Service

May 29, 2015 |

We recently sat down with Lisa Danzig, who’s leading work at the Office of Management and Budget (OMB) on the FY15 Cross Agency Priority (CAP) goal on Customer Service (CS). The CS CAP goal aims to help agencies deliver world-class customer service to citizens that’s on par with leading private Read »

Getting to Know Your Users: Tips and Tricks from Veterans Affairs

May 29, 2015 | ,

Design research isn’t rocket science. But for many of us in the federal government, it can seem daunting and unfamiliar. We’re here to to help demystify the process of design research for those of you ready to wade into the waters. We’ve both done our fair share of design researching at the Department of Veterans Read »