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» Results of USA Service's Customer Satisfaction Measurement Best Practices Study
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Trends in Customer Satisfaction
USA Services believes that you can’t improve what you don’t measure. Measuring and improving customer satisfaction is key to any program’s success, so USA Services studies best practices in the government and private sector.
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Customer Satisfaction Measurement Best Practices Study
January 2007 | Pacific Consulting Group (PCG) under contract to USA Services
As part of its mission to help agencies across the federal government improve service to citizens, USA Services contracted with PCG to 1) identify best practices for measuring customer satisfaction that are already in use in the private and public sectors and 2) recommend to USA Services collection techniques, tools and metric types, either existing or new, that agencies should use to accurately measure customer satisfaction at points of interaction with customers of the federal government, especially though not exclusively, for government contact/call centers and web sites.
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