Measuring customer satisfaction and benchmarking your agency scores across government and industry
Who We Are and What We Offer
The Federal Consulting Group, a franchise in the U.S. Department of the Interior, is the gateway to the American Customer Satisfaction Index (ACSI) in the federal government. The ACSI, developed at the University of Michigan in 1994, is the leading national indicator of customer satisfaction with U.S. products and services. It has been a standard metric in government since 1999. We work with our partners, the University of Michigan and CFI Group, to make the ACSI methodology available to measure employee and citizen satisfaction with federal programs. We also work with our partner, ForeSee Results, to bring you the E-Government ACSI.
American Customer Satisfaction Index Methodology
This proprietary survey employs a patented, proven methodology to measure customer satisfaction. The cause and effect nature of the methodology is a predictor of future customer behavior. It provides actionable data for you, as a manager or decision-maker, to make informed decisions, leverage scarce resources, and develop solid action plans based on statistically-valid metrics you can trust. Measuring program performance will help you focus management’s attention on outcomes. In addition, you will have important data to help satisfy the performance measurement reporting requirements of the Administration, the Government Performance and Results Act, as well as the Program Assessment Rating Tool (PART). It also provides a systematic process for enabling citizen participation.
This proprietary survey employs a patented, proven methodology to measure customer satisfaction. The cause and effect nature of the methodology is a predictor of future customer behavior. It provides actionable data for you, as a manager or decision-maker, to make informed decisions, leverage scarce resources, and develop solid action plans based on statistically-valid metrics you can trust. Measuring program performance will help you focus management’s attention on outcomes.
In addition, you will have important data to help satisfy the performance measurement reporting requirements of the Administration, the Government Performance and Results Act, as well as the Program Assessment Rating Tool (PART). It also provides a systematic process for enabling citizen participation.
What Is the Impact of Customer Service Management?
For well over a decade, the federal government has been focused on improving services to the American public– and it’s working, based on annual ACSI reports from the University of Michigan. Customer satisfaction is definitely getting better. ACSI scores are reported on a scale of 1– 100, with an overall average for industry around 75. The aggregate federal government ACSI score now stands at 68.9. In 1994, it was 55!
What Agencies Are Using the ACSI and with What Results?
In 2008, the Pension Benefit Guaranty Corporation was at the head of the class– retirees rated PBGC an 89! To put these scores in context, since measurement began in 1994, only five government agencies and one private company have ever received 90 or greater! Satisfaction has also improved at the Veterans Health Administration medical centers. The ACSI score for inpatients is at an all time high of 85 and outpatients at the VA clinics have a score of 81. The General Services Administration’s Federal Citizen Information Center has an ACSI score of 83.
Low ACSI scores have a positive side. Some agencies may not realize a program is not performing, and they use the ACSI to find the parts of the program that do not meet customer expectations. Low scores reveal what needs to be fixed.
Strategic Benchmarking Capabilities
Benchmarking can be a powerful tool to bring your agency programs in line with or exceed agency or industry-wide ACSI scores in similar areas. ACSI reports will provide your agency the capability to compare your scores against other agencies and businesses with regard to:
- Customer expectations
- Customer satisfaction
- Customer complaints
- Customer loyalty
- Customer retention
- Easy Implementation
We’re easy to work with. We offer a streamlined process that allows you to obtain our services quickly through an interagency agreement or similar arrangements that meet your agency’s requirements. Further, you don’t have to spend months developing survey questions and getting the approval of the Office of Management and Budget. FCG has already obtained a generic clearance for using ACSI surveys to assess the services of federal agencies. As a result, each new ACSI project receives expedited review and clearance– all taken care of by FCG.
Community of Practice
The Federal Consulting Group proudly sponsors a free community of practice that meets quarterly: the ACSI Web Survey Users Group. It has many members from agencies all over government. Potential members and guests are welcome.
The Federal Consulting Group, a fee-for-service franchise in the U.S. Department of the Interior, works with federal agencies to transform public service. FCG collaborates with senior leaders to create a citizen-centered, results-oriented government and facilitates the sharing of best practices from both the private and public sectors.
Last Reviewed: February 2012