Our client provides IT services to a large agency within the Federal Government offering a wide variety of services to over 9 million customers through more than 1,200 locations.THE CHALLENGE
After being in the top tier for several years, satisfaction with IT services had plummeted at one of the agency’s Oklahoma facilities. IT customer satisfaction at this citizen support center had been exemplary by any definition. As measured by the American Customer Satisfaction Index (ACSI), scores were consistently in the mid 90s on a 0-100 scale. But recent survey results that showed an unprecedented 16-point drop had stakeholders looking for answers.
center Download PDF https://cdncom.cfigroup.com/wp-content/uploads/CFI-PBGC-case-study.pdf icon-download left #45546d #45546d Description ABOUT PBGC The Pension Benefit Guaranty Corporation (PBGC) protects the retirement incomes of nearly 37 million American […]
- January 29, 2019
center Description ABOUT CSBG AND OCS The Community Services Block Grant (CSBG) is a federal anti-poverty grant that funds the operations of a state-administered network of […]
- May 18, 2018
Description Many retailers measure customer satisfaction based solely on the point of sale, but satisfaction and loyalty are often strongly cemented—and potentially damaged—by other stages […]
- March 27, 2017