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ACSI Report: Federal Govt Services User Satisfaction Score Rose 6.4% in 2016

A new American Customer Satisfaction Index report has found that citizen satisfaction with federal government services received a score of 68 out of 100 in 2016, up 6.4 percent from 63.9 in 2015.

ACSI said Tuesday the figure is the highest government satisfaction score the index has recorded since 2012 and that federal government’s scores when it comes to customer service, information quality, processes and quality of government websites climbed to three-year highs in 2016.

The ACSI Federal Government Report 2016 is based on interviews with randomly selected 2,380 federal service users conducted between November and December 2016.

The departments of InteriorState and Energy landed the top three spots in the ranking of federal agencies for customer satisfaction and received scores above the average federal government score of 68.

The report also pointed to the Department of Health and Human Services as the agency “most responsible for the current federal government-wide satisfaction gain.”

HHS’ citizen satisfaction score rose by 8 percent to 67 in 2016 driven by updates to the HealthCare.gov website, which citizens use to access healthcare services as part of the implementation of the Affordable Care Act, the report added.

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