1. Uncle Sam at Your Service
The 2010 Federal Customer Experience Study
August 31, 2010
Sponsored by:

2. Introduction
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.*
So, how are these agencies doing?
MeriTalk surveyed 1,000 Americans ages 18
and older to gauge their customer-service
expectations and perceptions of Federal
agencies’ customer service.
The study compares “typical” and “best”
experiences interacting with both private
companies and Federal agencies – and
importantly, identifies opportunities for Feds
to improve government service.
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*U.S. Census Bureau, 2009 U.S. population estimate, http://www.factfinder.census.gov/servlet/SAFFPopulation?_sse=on

3. Table of Contents
• Executive Summary 4
• Key Findings 5
• Recommendations 16
• Methodology and Demographics 17
• Appendix: Service Attribute Definitions 19
3

4. Executive Summary
• Americans want the Federal government to improve customer service, and many are
willing to pay for the upgrade:
• 83% 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
• Americans value results, responsiveness, and courtesy in customer service:
• Currently, private companies outrank Federal agencies in these categories
• 53% of Americans feel that Federal agencies can reduce the time it takes to
respond to requests and resolve issues
• To progress, agencies must expand Web presence and move more services online:
• 63% of Americans who interact with agencies over the Web are satisfied with
their experiences
• Still, 85% of Americans want Federal agencies to provide more information and
make more services available online
4

5. Customers Call for Change
• Americans want Federal agencies to make customer service a priority
83%
of Americans believe that
the Federal government
can improve “There’s too much complexity with the current
customer service system. Real solutions are rarely answers to
simple questions, yet the system only seems
to handle simple, specific questions.”
– Baby Boomer, Female
Take Away: Significant Opportunity to Improve 5

6. And, Are Willing to Pay
• Almost half of Americans say they would be willing to pay additional taxes for
better government service
of Americans are willing to pay $10 more in
42% taxes each year for better Federal service
That’s an extra
$552,300,000
annually
Take Away: Funding for Change 6
*42% x 131.5M individual income tax returns filed to the IRS in the 2009** x $10 = $552.3M **http://www.irs.gov/newsroom/article/0,,id=207293,00.html

7. What Matters Most
• In both the public and private sectors, Americans want problems solved
quickly, clearly, and with courtesy
Most Valued Customer Service Attributes:*
#1 Issue Resolution (72%)
#2 Responsiveness (71%)
#3 Clarity (69%)
#4 Courtesy and Professionalism (69%)
#5 Consistency (67%)
#6 Transparency (51%) Baby Boomers are more likely than
Gen Y respondents to value*
#7 Self-service (37%) responsiveness and courtesy – 76%
#8 Community (34%) to 67% and 73% to 63% respectively
See appendix for attribute definitions
Take Away: Get In, Get Out, Get On With My Life 7
*Percent of respondents who ranked each attribute an eight to 10 on a scale of one to 10, when one was “not at all important” and 10 was “most important”

8. Where to Begin?
• Americans want Feds to improve response times and streamline information
Current frustrations:*
Takes too long – 53%
No straight answer to my question(s) – 41%
Information received or obtained is not consistent – 34%
Representatives do not care about my problem – 30%
Issue cannot be addressed via my preferred channels – 24%
Information needed is not available – 20%
Take Away: Speed Up and Simplify 8
*Respondents asked to select their top three frustrations

9. I’ll Take It from Here
• Americans want Federal agencies to provide more information and make
more services available online
85%
want access to a
broader range of
information and
responses online for
a self-service
approach to their
inquiries Both Boomers and Gen Y respondents
want the ability to help themselves online
Take Away: Help Me Help Myself 9

10. The Web Works
• Agencies offer self-service options via both phone and Web, and Americans
use them with equal frequency. Those using the Web, however, are
significantly more satisfied
Percent who used each channel
Channel Use and Experience:
Of those who have used the channel, percent who had a positive experience*
100% 93% 92%
84%
80%
71%
60%
63%
40% 34% Both Boomers and
52% 31% Gen Y respondents
45%
46% were most likely to
20%
have a positive
33% 30% service experiences
0%
via the Web
Web site Phone In person E-mail Social media Texting
Take Away: Online Service Delivers 10
*Percent of respondents who rated the quality of their experience a four or five on a scale of one to five, where one was “poor” and five was “excellent”

11. Public vs. Private Service
• When asked to grade their typical experiences with private companies and
government agencies, private companies outrank agencies
Customer Service: Expectations vs. Reality
Respondents rated the importance
of each service attribute on a scale
of 1-10* and then rated the degree to
which private companies and
Federal agencies typically provide
each attribute.**
The perimeter of the Web represents
a 9 out of 10, so the closer the
plotted line is to the outside of the
Web, the higher the attribute rating.
Key
Importance of the attribute
Private company – Typical experience
Federal agency – Typical experience
Take Away: Clarify to Close the Gap 11
*Average rating on a scale of one to 10, when one was “not at all important” and 10 was “most important” **Average rating on a scale of one to 10, when one was “not at all provided” and 10
was “completely provided”

12. Private-Sector Service Gap
• Top private-sector companies even exceed customer expectations
Private-Sector Service: Best Experience vs. Typical Experience
Respondents rated the degree Examples of Top
Companies
to which private companies Cited:
with the best customer service
Amazon
and private companies with Verizon
typical customer service Best Buy
provide each attribute.*
Key
Importance of the
attribute
Private company –
Best experience
Private company –
Typical experience
Take Away: Problem-Solving Skills Set Best Companies Apart 12
*Average rating on a scale of one to 10, when one was “not at all provided” and 10 was “completely provided”

13. Federal Government Service Gap
• While some agencies outshine others, most struggle to meet customer needs
Federal Agency Service: Best Experience vs. Typical Experience
Respondents rated the degree Examples of Top
to which Federal agencies Agencies Cited:
with the best customer service Internal Revenue
and Federal agencies with Service
typical customer service State Department
Social Security
provide each attribute.* Administration
Key
Importance of the
attribute
Federal agency –
Best experience
Federal agency –
Typical experience
Take Away: Top Feds Make a Difference with Self-Service Options 13
*Average rating on a scale of one to 10, when one was “not at all provided” and 10 was “completely provided”

14. Uphill Climb
• Americans see poor staff training, lack of communication, and lack of
coordination as key challenges impeding improvements
Primary Barriers to Improvement:*
40% Staff training
38% Lack of communication
36% Lack of coordination
29% Culture
26% Hiring and retention practices
24% Old technology
24% Lack of leadership Boomers are more likely than Gen
Y respondents to see staff training
23% Budget
as a primary barrier – 46% to 31%
23% Lack of competition
Take Away: Address Internal Issues First 14
*Respondents asked to select all that apply

15. Success Stories
• Some government agencies are making a difference today
“The Department of Veterans Affairs
“Taxes, student loans, assisted me with my educational benefits.
passports – everything was The woman who processed my audit was of
available online for me to great assistance and went out of her way to
quickly help myself with.” resolve my issue.” – Gen X, Female
– Gen Y, Male
“The tax center has knowledgeable staff “SSA offers quick and accurate
answering the phone in clear, concise 'chat' answers to inquiries
language. They are friendly and patient.” online.” – Baby Boomer, Female
– Gen X, Male
“Anytime I had a question about my
Federal student loan, I could either
“Social Security in my area is
find the answer online or contact a
pretty well coordinated. While
representative. My questions were
there is always a waiting
answered sufficiently, quickly, and
period, they usually have
consistently by people who genuinely
continuity in helping people.”
seemed to care.” – Gen Y, Male
– Silent Generation, Female
Take Away: All About the Experience 15

16. Recommendations
• Americans ask agencies to focus on the basics:
Focus on issue resolution – ask clear
questions to determine the customer’s
specific needs, and then provide a
solution or map out next steps
Provide consistent service across all
communication channels by all service
representatives
Respond to inquiries as quickly as
possible – even if you’re just providing an
update
Be compassionate – listen to your
customers, and treat each inquiry with
care and respect
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17. Methodology and Demographics
• MeriTalk, on behalf of RightNow, conducted the online survey of 1,000
Americans in July 2010. The report has a margin of error of +/- 3.10% at a
95% confidence level
Gender Employment Status
49% Male 8% Student
51% Female 6% Unemployed
5% Full-time parent
Year Born
11% Employed part time
13% Before 1946 (Silent Generation)
49% Employed full time
30% 1946-1964 (Baby Boomers)
14% Retired
25% 1965-1976 (Generation X)
7% Other
32% 1977-1992 (Generation Y)
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18. Thank You
Melissa Hardt – RightNow Rebecca Hovey – MeriTalk
melissa.hardt@rightnow.com rhovey@meritalk.com
(703) 272-1858 (401) 737-1753

19. Service Attribute Definitions
• Customer service criteria, as defined in the survey:
Issue Resolution: I feel that my issues are handled professionally and thoroughly – from my
first inquiry through issue resolution
Responsiveness: I receive prompt attention to my inquiries/issues, and I receive timely
responses
Courtesy and Professionalism: I feel that my interactions are congenial and that I am
treated with courtesy and respect
Clarity: I feel that the organization provides me with clear, easy-to-understand instructions
Consistency: I get the same information from different staff members/offices, regardless of
the channel
Transparency: I can track my interactions with the organization
Self-service: I feel empowered to find the information I need to complete my task
Community: I feel that the organization helps me connect with other customers via forums,
events, etc.
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