In 2023 the pace of advancing technologies is faster than ever; customer expectations continue to rise in its wake, and the importance of providing a positive experience for citizens has never been higher with the increased propagation of sharing these experiences with others online. Managers of organizations are tasked with balancing operational efficiency and optimized customer satisfaction. Institutions, whether in the private or public sectors, are duty-bound to harness the power of emerging technologies in a way that enhances their customers’ experience, being careful not to replace tried and true systems with shiny new tools that do not align with customer preferences. For Government contact centers, hearing directly from its users provides invaluable insight into what moves the needle of satisfaction, the pitfalls to avoid and what aspects of the experience technology is not yet ready to take over.

In the eighth annual Government Contact Center Satisfaction Index (GCCSI), CFI Group has surveyed users of government contact centers to measure the customer experience and provide key takeaways based on direct user feedback. .

The detailed GCCSI survey investigates the reasons why citizens contact a Government agency, what actions they are likely to have taken before reaching out and what they expect when placing that initial phone call. The following report provides important detail on these types of preferences, what factors have led to the first decline in Government contact center satisfaction since 2019 and how decision makers can continue to evolve to meet the needs and expectations of users.