XM Knowledge Base
Benchmarks and best practices in government CX
From small cities to large federal agencies, government leaders are increasingly expected to deliver positive, trust-building customer experiences (CX) across a diverse range of public services. Yet many leaders still don’t have points of comparison against similar agencies to know what “good” CX looks like – unlike the benchmarks, KPIs, and indices that are available to private sector enterprises
New research from Qualtrics examines 50 states and key federal agencies to help provide government leaders insights into where their states, agencies, and service lines stand when it comes to satisfaction, trust, and other drivers of positive experience. Partnering with Code for America in the design of the study, this research also unearths best practices and provides government practitioners actionable insights to improve CX.
In this ebook, you'll learn:
- How each 50 state governments and their major services rank in terms of customer experience
- What the unique drivers of positive-trust building customer experiences are for government
- Actionable insights for practitioners looking to improve CX in public services
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