Government Contact Center Satisfaction Index 2016 (GCCSI)
This is the eighth year that CFI Group has conducted an extensive study of customer satisfaction with call or contact centers using the proven methodology of the American Customer Satisfaction Index (ACSI). The panel approach has been used throughout the eight years of this study. In most cases, respondents contacted federal agency service centers within 30 days of the survey to qualify. The purpose of this study is to provide managers with a better understanding of how to meet the needs of their contact centers users.
The most influential components of the government contact center experience continue to be Contact Process, Policies and Procedures, and Representative Knowledge. The GCCSI study takes a deep dive into key segments of those surveyed, helping managers pinpoint where contact center breakdowns are occurring while bringing the most positive aspects of the experience to light.
Some of the key takeaways:
- The telephone continues to be the most popular method of contact (60 percent), but scores lower in satisfaction than those who make contact via website or email. In particular, respondents who interacted with an automated IVR system consistently reported lower satisfaction levels.
- Respondents whose issue was resolved on the first contact had a collective satisfaction score of 79, well above the aggregate level of 67.
- Respondents who said they had downloaded and used a government mobile app also had a satisfaction rating of 79, 14 points higher than those who have not.