Customer Satisfaction

News and Events on Customer Satisfaction

37 posts

Your Experience Matters

Your Experience Matters—The National Archives and Records Administration (NARA) provides a broad range of services to internal and external customers, including researchers, visitors, educators, genealogists, students, veterans, information technologists, federal agencies and more. Archivist of the United States (AOTUS) David Ferriero has hired the agency’s first Chief Customer Experience Officer, Stephanie Bogan, to help focus as an agency on the public’s experience. The agency’s management team has also been deputized to become their Customer Experience Executive Council in order to make customer-focused decisions for the agency and move it forward. — via National Archives and Records Administration

Jun 22, 2021

Artificial Intelligence

Using Chatbots To Improve Customer Experience

Three federal teams showcase their success using chatbots to improve customer satisfaction, increase availability, and empower their users to accomplish tasks faster.

Posts by Ruxi Giura

Apr 07, 2021

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

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

Posts by Stephanie Thum

Aug 12, 2016

What’s All The Fuss Around Customer Experience?

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

Posts by Alison Sturgeon

Jul 29, 2016

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

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

Posts by Tanya McIlravy

May 31, 2016

CX Community—Year One

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

Posts by Rachel Flagg

Dec 30, 2015

OCSIT’s 2015 Customer Survey—What We Learned

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.

Posts by Rachel Flagg

Dec 28, 2015

Government Customer Service Update—Webinar Recap

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

Posts by Jacqueline Snee

Dec 14, 2015

DigitalGov Summit Recap: Innovation Through Customer Experience

A panel discussion at the 2015 DigitalGov Citizen Services Summit delved into customer experience (CX) work at three agencies with diverse missions.

Posts by Ashley Wichman

Oct 30, 2015

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

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

Posts by Karen Trebon

Oct 20, 2015

Federal Student Aid Customer Experience Journey: A Recap

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

Posts by Zachary Lerner

Aug 14, 2015

New Kid in Town: The Customer Experience Community

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)

Posts by Jacqueline Snee Posts by Rachel Flagg

Jul 31, 2015

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

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

Posts by Jacqueline Snee Posts by Rachel Flagg

Jul 22, 2015

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

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.

Posts by Ashley Wichman

Jul 17, 2015

2015 Customer Service Trends: a Mid-Year Update

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

Posts by Martha Dorris

Jul 08, 2015

A Conversation with OMB on Customer Service

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

Posts by Rachel Flagg

May 29, 2015

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

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

Posts by Sarah Brooks Posts by Mollie Ruskin

May 29, 2015

Three of the Greatest Books for Customer Experience (That Aren’t about Customer Experience)

Dennis Snow and Jeanne Bliss have always been the customer experience (CX) authorities in my mind. Dennis’s Lessons from the Mouse and Jeanne’s Chief Customer Officer were two of the first books I read that described what the practice of customer experience looked like in the halls of Fortune 500 companies like Lands End and Microsoft,

Posts by Stephanie Thum

May 28, 2015

StudentAid.gov: Using Data to Empower Borrowers

It’s been a while, but in previous posts, I described what we’ve learned from operating StudentAid.gov, the U.S. Department of Education’s Office of Federal Student Aid website created to educate students and borrowers about the federal student aid programs and process and help them make informed decisions about financing college and career school. We first

Posts by Brenda Wensil

May 27, 2015

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