Public Dissatisfaction with Government Services Highest in 16 Years

The American public’s satisfaction with the services it receives from the federal government continues to decline, according to a new report from the American Customer Satisfaction Index.

The public’s satisfaction level dropped to 64.4 (on a scale of 100) in 2014 from 66.1 in 2013  a difference of 1.7 percent. The previous low score was 65.4, which ACSI reported in 2010. This year’s score, in fact, is the lowest since 1999, when ASCI first began measuring the public’s satisfaction in the federal government.

The report is based on a survey ASCI conducted between Oct. 17 and Nov. 1, 2014, of 1,772 users who were asked to rate their recent interactions with federal agencies. The scores for individual agencies were determined through independent research conducted by CFI Group.

“While citizens are generally less satisfied with most aspects of their interactions with federal services, customer ratings of service (specifically, courteousness and professionalism of agency staff) have declined the most,” the report said. “Customer service plummets 6 percent compared with a year ago down from a score of 80 to 75.”

The drop in customer satisfaction is not surprising, given the budget constraints and staff cuts many agencies have faced in recent years.

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