White House Highlights ACSI Data in Federal Service Improvement Report

Biden Administration cites record-breaking citizen satisfaction gains measured by ACSI Federal Government Study

ANN ARBOR, Mich., (Jan. 8, 2024) — The White House has highlighted findings from the American Customer Satisfaction Index (ACSI®)’s November Federal Government Study in its recent Fact Sheet, “Delivering Results for the American People Through the Biden-⁠Harris President’s Management Agenda,” specifically citing the largest 4-year gain (net 9.9%) in citizen satisfaction since ACSI began measurement in 1999. The data shows citizen satisfaction reaching a seven-year high of 69.7 (out of 100).

“The White House’s recognition underscores the significance of our recent findings about citizen satisfaction with federal services,” said Forrest Morgeson, Associate Professor of Marketing at Michigan State University and Director of Research Emeritus at the ACSI. “Citizens are the happiest they’ve been with federal government services since 2017, driven by improved efficiency of government processes and better access to information.”

Among federal departments measured in the ACSI study, the Office of Personnel Management leads with a score of 76, followed by the Department of Homeland Security at 74. The Departments of Agriculture and Commerce tie at 73, while Recreation.gov scores 72. The study also reveals that citizens strongly prefer digital interactions, with the website satisfaction index (72) outperforming call centers (62) by 10 points.

Additionally, complaint handling effectiveness has improved significantly since President Biden’s 2021 Executive Order on Transforming Federal Customer Experience, with citizens rating their complaint handling experience at 66 — surpassing 18 other industries measured by ACSI.

For more than 25 years, the ACSI has been a trusted resource for measuring customer satisfaction across industries, including government services. The federal government’s use of the ACSI’s data reinforces its commitment to improving service outcomes for the American people.

The ACSI Federal Government Study 2024 is based on 5,769 completed surveys. Respondents were chosen at random and contacted via email throughout the year. Download the study, and follow the ACSI on LinkedIn and X at @theACSI.

No advertising or other promotional use can be made of the data and information in this release without the express prior written consent of ACSI LLC.

About the ACSI

The American Customer Satisfaction Index (ACSI^®) has been a national economic indicator for over 25 years. It measures and analyzes customer satisfaction with approximately 400 companies in about 40 industries and 10 economic sectors, including various services of federal and local government agencies. Reported on a scale of 0 to 100, scores are based on data from roughly 200,000 responses annually. For more information, visit www.theacsi.org.

ACSI and its logo are Registered Marks of American Customer Satisfaction Index LLC.