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How Government Can Improve the Customer Experience
Nextgov: Unlike hotels and restaurants, government agencies do not depend on the satisfaction of their “clients” to stay in business. As it turns out, government is lucky that’s the case.
According to Forrester Research’s Customer Experience Index, the federal government finished last among 21 major industries when it came to customer experience. Government even fell behind industry segments notorious for poor customer service, such as airlines and cable providers.
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