Government

In addition to its extensive coverage of the private sector, the American Customer Satisfaction Index (ACSI) benchmarks citizen satisfaction for a multitude of federal agencies and departments, as well as two high-usage services of local governments (police and solid waste management). In 1999, the federal government selected the ACSI to be a standard metric for measuring citizen satisfaction. Now, over a decade later, ACSI coverage of federal government continues to grow through CFI Group, the exclusive partner of the ACSI in the federal government. All told, the ACSI measures citizen satisfaction with over 100 services, programs, and websites of federal government agencies.
U.S. Federal Government Agency Benchmarks »
Citizen Satisfaction by Federal Department »
ACSI Federal Government Report 2020 »

The ACSI measures government agencies, companies, industries, and sectors annually, with new data replacing data from prior years. This allows government entities to track user satisfaction with the quality of their services over time and compare these results to other organizations in both the private and public spheres.
Public Administration/Government Sector Benchmarks »

For both government and private-sector measurement, the ACSI uses customer interviews as input to a multi-equation econometric model. Customers’ responses about a government agency are aggregated to produce its ACSI benchmark, thus results are specific to each individually measured organization. Because most agencies do not deal in economic transactions in a strict sense, the ACSI government model includes outcomes appropriate to the public sector in lieu of price-related measures.
ACSI government model »

2019
01/28/2020 2019 Government Benchmarks* ACSI Federal Government Report 2019
2018
01/29/2019 2018 Government Benchmarks* ACSI Federal Government Report 2018
2017
01/30/2018 2017 Government Benchmarks* ACSI Federal Government Report 2017
2016
01/31/2017 2016 Government Benchmarks* ACSI Federal Government Report 2016
2015
01/26/2016 2015 Government Benchmarks* ACSI Federal Government Report 2015
2014
01/27/2015 2014 Government Benchmarks* ACSI Federal Government Report 2014
 2013
01/28/2014 2013 Government Benchmarks* ACSI Federal Government Report 2013
04/23/2013 excel of e-gov benchmarks  E-Gov Benchmarks Q1 Mobile Presents Opportunity for Government Agencies to Increase Satisfaction (PDF)
 2012
02/06/2013 2012 Government Benchmarks* ACSI Federal Government Report 2012
02/06/2013 E-Gov Benchmarks Q4 High Satisfaction with E-Government Shows Value in Times of Deficits and Budget Cuts, According to ACSI and ForeSee (PDF)
10/23/2012 excel of e-gov benchmarks E-Gov Benchmarks Q3 E-Government Satisfaction Remains Strong, According to ACSI and ForeSee (PDF)
07/24/2012 excel of e-gov benchmarks  E-Gov Benchmarks Q2 ACSI e-Government Satisfaction Up Slightly to Reach New High, According to ForeSee (PDF)
04/24/2012 excel of e-gov benchmarks  E-Gov Benchmarks Q1 Mobile is the Next Frontier for e-Government Satisfaction, According to ForeSee (PDF)
2011
01/19/2012 2011 Government Benchmarks* Commentary: Citizen Satisfaction With Federal Government Services Rebounds
01/19/2012 E-Gov Benchmarks Q4 Satisfaction With E-Government Reaches New Highs Under Obama But Is Stalling, According to ForeSee (PDF)
10/25/2011 excel of e-gov benchmarks  E-Gov Benchmarks Q3 ForeSee Study Highlights Social Media Best Practices for the Federal Government (PDF)
07/26/2011 excel of e-gov benchmarks  E-Gov Benchmarks Q2 New Report Identifies Traffic, Duplication, and Citizen Experience as Criteria for .Gov Task Force (PDF)
04/26/2011 excel of e-gov benchmarks  E-Gov Benchmarks Q1 ACSI E-Government Report Links Good Federal Websites With Cost Savings and Better Democracy (PDF)

*Data collection and analysis provide by CFI Group.

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