ACSI® Federal Government Study 2024
This study highlights a 2.2% increase in citizen satisfaction with federal services, reaching a seven-year high, driven by improvements in digital experiences, government processes, and complaint handling.
The 2024 ACSI Federal Government Study reveals that citizen satisfaction with U.S. federal government services has reached a seven-year high, increasing by 2.2% to a score of 69.7. This improvement follows years of efforts, including legislation like the 21st Century Integrated Digital Experience Act and Executive Order 14058, which have modernized government services and digital experiences. Satisfaction is highest with the Office of Personnel Management, while satisfaction with call centers remains notably lower than that for government websites. Additionally, citizen complaints have risen, but the handling of those complaints has significantly improved.
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