IRS, SSA score highest in customer satisfaction, survey says

Americans rank the Internal Revenue Service and Social Security Administration as the best federal agencies for customer service, according to a new survey.

Other top-scoring agencies include the U.S. Postal Service, Education Department and State Department, according to the “Uncle Sam at your Service” report prepared by MeriTalk and RightNow Technologies.

The survey of 1,000 Americans was conducted in July and released Aug. 29.

The survey respondents indicated that federal agencies' customer service had improved in the past year, with 31 percent of participants saying they were “very satisfied” with the service they had received, compared with 24 percent who said the same in 2010.

Survey respondents who interacted with federal agencies via the Web reported “good” or “excellent” interactions 67 percent of the time.

By comparison, the same level of satisfaction was reported by only 52 percent of those who interacted in person, 51 percent via phone, 51 percent via e-mail, 26 percent via mobile applications, 25 percent via texting, and 24 percent via social media.

About the Author

Alice Lipowicz is a staff writer covering government 2.0, homeland security and other IT policies for Federal Computer Week.

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Reader comments

Fri, Feb 22, 2013

Ssa very well organized..Irs nothing but incompetence/arrogance and obnoxious people with no help what so ever when you are trying to get answers to simple questions..If anyone says irs is doing a good job that survey is rigged..

Tue, Sep 6, 2011 LindaJoyAdams OK

2 agencies where the public gets to talk to real governemnt employees. Linda Joy Adams

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