Despite Some Bright Spots, Agencies Fail To Meet The Administration’s CX Goals, August 30, 2016 [fee or subscription req’d]: “The White House requires federal agencies to provide customer experiences that match the best of the private sector’s. In this report, we measure agencies’ progress toward this goal by releasing federal Customer Experience Index (CX Index™) scores for the first time. We also compare agencies’ customer experience (CX) performance with the private sector’s, assess how well agencies perform on key CX drivers, and highlight agencies that made major gains. We conclude with concrete advice for federal CX pros who want to improve customer experiences efficiently.”

• Via NextGov: “The federal government finished dead last among 21 major industries, and had five of the eight worst scores of the 319 brands, leading Forrester to note that government has a “near monopoly on the worst experiences.” Forrester’s Customer Experience Index scored 319 brands based on perceptions from 122,500 adult customers surveyed over the past year. Notably, HealthCare.gov ranked last among all brands at 319. USAJobs.gov, the departments of Education and Veterans Affairs, the Transportation Security Administration, the Internal Revenue Service, Medicaid and the Small Business Administration rated in the bottom 6 percent of all brands…”