Satisfaction with Federal Services on the Rise Thanks to E-Gov

February 6, 2013

The federal government remains the lowest rated economic sector in the country, despite two consecutive years of improved ratings, according to a new report.

The American Customer Satisfaction Index survey found approval of federal government services rose 2.2 percent to a score of 68.4 out of 100. The score ranked 10th out of 10 sectors, 3.5 points behind the information sector.

ACSI pointed to the private sector’s focus on customer service as an explanation for the continued gap. Additionally, the federal government often does not have competition for the services it provides, so it may lack motivation to offer “high-quality services.”

Since 2010, however, satisfaction with the federal government has climbed nearly 5 percent. ACSI attributed this improvement to the quality of government websites and the growing proportion of citizens who interact with government online.

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