Agencies rate higher in customer satisfaction

Agencies rate higher in customer satisfaction

The federal government is showing signs of becoming more citizen-centric, according to the American Customer Satisfaction Index, a national indicator of consumer opinions. The IRS' electronic tax filing option, in particular, helped raise the agency's approval rating to 62 percent for last year, an 11 percent increase over 2000.

Almost all agencies showed at least some improvement in customer satisfaction over the past year in the index, produced by the University of Michigan Business School, the American Society for Quality and CFI Group of Ann Arbor, Mich. The school's National Quality Research Center developed the methodology and analyzes the data.

The Food and Drug Administration scored 68 percent, the same as in 2000. The Social Security Administration's approval rating dropped to 82 percent from 84 percent, although SSA still has one of the highest ratings.

Scoring between 90 percent and 70 percent were benefits agencies such as the Veterans Health Administration, public information agencies such as the Centers for Disease Control and Prevention, and agencies that cater to recreational land use such as the Fish and Wildlife Service and the Army Corps of Engineers. Regulatory agencies scored lowest. More information about the index appears at


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