Customer Satisfaction Index Suggests More Patience with U.S. Government
Wall Street Journal, December 17, 2001
The American Customer Satisfaction Index is measured quarterly by the University of Michigan Business School in conjunction with the American Society for Quality and the Ann Arbor-based consulting firm, CFI Group. It measures consumer satisfaction with the private sector, however analyses federal agencies once a year. Consumer satisfaction with the IRS this year was up 10.7% from last year. One reason for this is that customers like the electronic filing feature. Scores were higher among those who filed electronically, however, scores were also up among traditional filers as well.
The FAA scored low this year. Consumers in this area were commercial pilots who cited unclear regulations as their reason for dissatisfaction. Even though the consumer satisfaction score was low, it was still up 5.4% from last year.
Americans were more pleased with government services than they were last year with scores up 3.5%. Private sector satisfaction fell slightly, which is unusual, considering that they have competition. One reason for this rise in government satisfaction over the private sector may be that consumers have more patience with the government after September 11.
Agencies that provide information and services scored better than regulatory agencies, who sometimes have conflicts with their customers.
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