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» Results of USA Service's Customer Satisfaction Measurement Best Practices Study
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Citizen Market Research and Insights
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.
Federal Web Sites See Another Modest Rise in User Satisfaction
October 28, 2008 | Gautham Nagesh, NextGov.com
Publish satisfaction with Government Web sites increased slightly during the third quarter of 2008, marking the second straight quarterly improvement, according to a report released by the University of Michigan.
Customer Satisfaction Measurement Best Practices Study
October 2008 | GSA's Office of Citizen Services, USA Services Federal Solutions Division
This report provides guidance to agencies interested in initiating or enhancing their program
to measure—and through measurement improve—their customers’ experiences. This report
documents the General Services Administration (GSA) Office of Citizen Services/USA Service’s
Benchmark of Customer Satisfaction Best Practices initiative. The primary purpose of this
initiative is to provide guidance to federal agencies on the use of Customer Satisfaction
Measurement (CSM) practices in developing or improving
their own CSM programs.
Speak With Your Customers
October 6, 2008 | Neil Sikder, destinationCRM.com
Sometimes you need more than CRM automation.
Consistency is Key in Web Self-Service
September 25, 2008 | Christopher Musico, destinationCRM.com
destinationCRM Exclusive: New survey data from Frost & Sullivan finds customer adoption is growing, but companies need to create a strategy to attract -- and keep -- loyal channel users.
Forrester Research Finds Disservice in Self-Service
September 24, 2008 | Marshall Lager, destinationCRM.com
Customers still want to speak to live agents, but companies aren't making it easy for either side, according to a new report.
It's Been a Gloomy Decade for Contact Centers
May 22, 2008 | Christopher Musico , destinationCRM.com
A recent study finds that quality of service has deteriorated over the last 10 years -- and contact centers are finding it harder than ever to keep agents in the seats.
Early Adopters: Why People First Went Online --and Why They Stayed
February 21, /2008 | Amy Tracy Wells - Pew Internet and the American Life Project
Pew Internet and the American Life Project's canvassing of longtime internet users shows that the things that first brought them online are still going strong on the internet today. Then, it was bulletin boards; now, it's social networking sites. Then, it was the adventure of exploring the new cyberworld; now, it's upgrading to broadband and wireless connections to explore even more aggressively. Yet there are changes in their activities and motives. In the early days, most internet users consumed material from websites. These days they are just as likely to produce material. One common refrain is that they think more change lies ahead and they are eager to watch and participate.
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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Women Are Less Tolerant of Bad Customer Service, Survey Says
June 16, 2004 | Joshua Weinberger, destination CRM.com
A new survey indicates there are some significant differences in the responses of men and women to bad customer service iinteractions.
