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Craig Chavez

Craig Chavez is a Management and Program Analyst for the Office of Strategy Management with GSA’s Federal Acquisition Services. He also blogs for DigitalGov.

Applying Customer Service Metrics to Improve Customer Experience (CX)

Lately, I’ve looked at how a government agency measures a customer’s experience. It’s such a complex topic that I would need more than one blog to discuss the nuances behind it. In my last blog, I examined and brokedown three types of customer service metrics: customer satisfaction (CSAT), Net Promoter Score (NPS), and Customer Effort Score (CES). This one is about identifying how easy it is to work with your organization and discover ways to improve service delivery.

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CSAT, NPS, and CES: 3 Easy Ways to Measure Customer Experience (CX)

Have you ever wondered how to measure a customer’s experience? I’ve thought about it, specifically about how to measure the experience with services from government agencies. This is a complex topic because government services can be vastly different from each other. These services range from: issuing fishing and hunting permits, social security benefits, unemployment insurance, job training, business licenses, food inspection, and medical and mental health services to veterans. Honestly, I was overwhelmed.

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