Tag Archives: citizen satisfaction with federal services

The American Customer Satisfaction Index (ACSI®) said today that it is introducing a new “Efficiency Gap” metric that provides insights into federal government performance through citizen experience data.

“The timing is particularly relevant as the newly announced Department of Government Efficiency (DOGE) prepares to tackle federal cost-cutting initiatives. The ACSI Efficiency Gap metric reveals significant variations across federal departments, with some performing up to 13% above the federal average while others lag by as much as 9% below – insights that could prove valuable for targeted reform efforts,” ACSI® said. Continue reading →