The results reported here demonstrate that it is possible for government to deliver excellent service quality.
Some federal workers do as well or better than their counterparts in private industry.
Others are struggling to deliver acceptable levels of customer satisfaction. Whereas regulatory, controlling, and enforcement responsibilities may affect the satisfaction of any individual subjected, these responsibilities do not make customer satisfaction irrelevant or impossible to attain. These priorities for improvement differ from agency to agency and are not covered in this report. Measurement of the High Impact Agencies will be repeated in 2000. In order to improve service and customer satisfaction in a cost-effective manner, the agencies would be well advised to focus on activities identified by ACSI as having a strong impact on customer satisfaction.