Citizen satisfaction with U.S. federal government services is in free fall.
Citizen Satisfaction with Federal Government Services (Graphic: Business Wire)
Citizen satisfaction plummets 4.4% to a score of 65.1 (out of 100), according to the American Customer Satisfaction Index’s (ACSI
“For the third straight year, satisfaction with the federal government takes a turn for the worse,” says Forrest Morgeson, Assistant Professor of Marketing at Michigan State University and Director of Research at the ACSI. “Marred by the COVID-19 pandemic, a contentious run-up to the November federal elections, and uncertainty following those elections, citizen satisfaction now resides at its lowest level since 2015, making the government’s uphill climb that much steeper.”