Satisfaction with government services bottoms out

In a poll that could have implications for agency planning for long-term work agreements, citizen satisfaction in 2021 fell by 1.7 points on a 100-point scale to 63.4, the highest score. the two-decade low of the annual US Customer Satisfaction Index. .

This is the fourth consecutive decline in a measure that has not exceeded 70% since 2005 and reflects declines in all four areas measured: efficiency and ease of government processes (-3 points to 63), ease of access and clarity of information (-2 to 67), courtesy and professionalism of customer service (-1 to 73), and perceptions of the quality of government websites (-1 to 70).

Among the agencies, only the Department of the Interior topped the economy-wide average of a combined score of 73.7 to 77, with HHS, Agriculture, Commerce and Defense the only others at 70 or more. . The Treasury Department — home of the IRS, which has struggled with customer service due to understaffing and pandemic-related cuts to personal services — was the lowest at 54.

Although the survey does not ask about the impressions of political leaders, it does show that “party affiliation has an impact on a wide variety of citizens’ perceptions”, he added. However, satisfaction declined among both Democrats and Republicans, while increasing by one point among independents, which “reinforces the existence of a general erosion of the perceived quality of government output by citizens” , did he declare.

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Ashley C. Reynolds