Summer 2015
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The Public Manager

What Will Bad Customer Service Cost Government?

Monday, June 15, 2015

Citizen satisfaction with federal government services declined for the second consecutive year, according to the most recent study by the American Customer Satisfaction Index (ACSI). The ACSI Federal Government Report 2014 found that customer satisfaction dropped 2.6 percent to 64.4, on a scale of 0 to 100.

Data for the ACSI study were based on interviews with 1,772 users, chosen at random and contacted via telephone and email in October and November of 2014. Respondents were asked to evaluate t


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