“In the private sector, customer experience has become a core metric of performance—with leaders outperforming laggards in the S&P 500 by more than 200 percent in the past decade. Government leaders around the world are waking up to the implications. On the one hand, there are rising public expectations and pressure to improve. On the other hand, there is an immense opportunity to adopt new approaches and technologies to accelerate the change.
The authors present the case for the importance of Customer Experience in Government and Public Services. The article includes a chart with customer satisfaction with government services for 6 countries across service types. Top drivers for CX are also presented, the top two being reliability and simplicity. A recommended read.