Internal Revenue Service: 2007 Economic Stimulus Payments

Conducting a quick-turnaround study to help the IRS understand taxpayers’ perceptions of the 2007 Economic Stimulus Payment process.

Centers for Medicare & Medicaid Services

Improving 1-800-MEDICARE caller satisfaction through assessment, Net Impression^® Leverage priority analysis, and action planning to address top improvement priorities.

U.S. Department of the Navy   

Assessing customer engagement and satisfaction with key areas of civilian human resources to provide direction on the most important areas to improve.

Internal Revenue Service

Serving as the lead customer satisfaction consultant to all IRS divisions in design, administration, and innovation planning for the IRS's comprehensive customer satisfaction program.

Office of Personnel Management

Using Net Impression^® to translate the Federal Human Capital Survey into an improvement tool by identifying, prioritizing, and addressing the high-priority improvement areas.

Internal Revenue Service Employee Study

Mapping together customer experience and employee perspective on the same customer audit to identify ways to improve both employee support and productivity and customer satisfaction at the same time.