PCG Conducts Customer Satisfaction Best Practices Study
Palo Alto, CA—April 2008—The USA Services agency of the U.S. General Services Administration (GSA) has contracted with Pacific Consulting Group (PCG) to research best practices in customer satisfaction measurement across the government and private sectors. As part of its mission to help agencies across the federal system improve service to citizens, USA Services wants to better understand how agencies measure customer service and what collection techniques, tools and metric types are best to address the needs of different types of agencies. The study is designed to respond to repeated requests from government customer service managers for direction and insights on how to effectively gauge their customers’ satisfaction.
In this first-of-its-kind GSA project, PCG is interviewing public and private sector managers and conducting broad research, which includes other countries, to identify best practices for measuring customer satisfaction in use today. The research will lead to recommendations for USA Services on data collection techniques, tools, and approaches to accurately measure customer satisfaction that will help government customer service managers know where to improve their services. According to USA Services, “Different techniques and tools may be necessary in different situations to meaningfully identify the true level of customer satisfaction with various government services.” The report is designed to be a resource to managers and will recognize that no one set of customer satisfaction measurement techniques or procedures will fit all situations and budgets given the wide range of services delivered by government agencies.
About Pacific Consulting Group
Pacific Consulting Group (PCG) is a management consulting firm specializing in helping organizations improve their customers' and employees' experience and satisfaction. PCG's flagship service is the proprietary Net Impression® process, which integrates measurement and action into a strategic approach that perpetuates change. PCG's services include designing customer/employee assessment strategies, conducting qualitative research, designing and administering surveys, analyzing and prioritizing improvement targets, and action planning to turn market research into successful innovations that improve the customer/employee experience and business results.