Customer experience

Improving customer experience drives better results in the federal government

More News and Events on Customer experience

226 posts

Digital Metrics for Federal Agencies

Digital metrics are critical for measuring, analyzing, and reporting on the effectiveness of your Web, mobile, social media, and other digital channels. Every agency should have a metrics strategy to measure performance, customer satisfaction, and engagement, and use the data to make continuous improvements to serve its customers. Part 1: Common Metrics: Guidance, Best Practices, and
Jul 15, 2013

Kicking Off Our Customer Experience Program

The vision for my office, the Office of Citizen Services and Innovative Technologies (OCSIT) at GSA, is simple: Deliver a world-class experience to the public when accessing government information and services – anytime, anywhere – through the delivery channel they choose. We create and leverage products, services and
Jul 10, 2013

What’s In a Name Does Matter

Can you imagine how frustrating and confusing it would be to find several variations of the same agency name on different sites or even different pages or documents on the same site? This is what happens everyday to Spanish-speaking customers accessing the Spanish names of
Jul 01, 2013

comScore Report, October 2012

In October 2012, comScore, a Web analytics research company, released an independently produced report that analyzes 75 federal agency websites on a range of quantitative and qualitative factors. The report was provided to GSA as part of GSA’s contract with comScore to collect analytics on federal websites. This report focuses on consumer impressions of public websites. comScore
Nov 14, 2012