Study: Americans want Federal customer service to be a priority

Businesswire.com reports that the results of the ‘Uncle Sam at Your Service: 2010 Federal Customer Experience Study,’ which examined American citizens’ expectations and perceptions of U.S. Federal agencies’ customer service. Whether through Federal student aid, tax processing, disaster relief, or even airport security ‘ U.S. Federal agencies offer services to 307 million Americans every day.

Here are a few highlights from the report:

According to the study, Americans currently grade private sector customer service experiences higher than service received from Federal agencies. The study reveals that Americans want the Federal government to improve customer service, and many are willing to pay for the upgrade:

* 83% of Americans say that customer service is something that Federal agencies can improve
* 42% of Americans say they would pay an additional $10 in taxes each year for better government service ‘ $552.3 million more in taxes annually

Also,

Americans want problems solved quickly, clearly, and with courtesy. Currently, private companies outrank Federal agencies in these categories; however, some agencies are taking great strides to improve service. Despite some improvements, agencies must focus on expanding Web presence and moving more services online:

* 85% of Americans want Federal agencies to provide more information and make more services available online
* 63% of Americans who interact with agencies over the Web are satisfied with their experiences

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