Forrester’s 2025 Customer Experience (CX) Index has released its findings regarding US federal agencies, revealing that they are performing better compared to utilities in terms of customer experience. This is a significant insight as it highlights the varying levels of service effectiveness across different sectors.
Despite the strong performance of some agencies, the overall stagnation in customer experience suggests that there are underlying challenges that remain unaddressed. This stagnation could have implications for citizen satisfaction and trust in government services, leading to potential risks for agencies in future evaluations. Agencies must take heed of these challenges to improve their operational effectiveness and ensure that they meet the evolving expectations of the public.
👉 Pročitaj original: Forrester
