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.

Featured

  • Management
    shutterstock image By enzozo; photo ID: 319763930

    Where does the TMF Board go from here?

    With a $1 billion cash infusion, relaxed repayment guidelines and a surge in proposals from federal agencies, questions have been raised about whether the board overseeing the Technology Modernization Fund has been scaled to cope with its newfound popularity.

  • IT Modernization
    shutterstock image By enzozo; photo ID: 319763930

    OMB provides key guidance for TMF proposals amid surge in submissions

    Deputy Federal CIO Maria Roat details what makes for a winning Technology Modernization Fund proposal as agencies continue to submit major IT projects for potential funding.

Stay Connected