{"id":38275,"date":"2023-07-31T16:15:03","date_gmt":"2023-07-31T20:15:03","guid":{"rendered":"https:\/\/ourpublicservice.org\/?p=38275"},"modified":"2023-07-31T16:15:11","modified_gmt":"2023-07-31T20:15:11","slug":"customer-experience-and-trust-in-government","status":"publish","type":"post","link":"https:\/\/ourpublicservice.org\/blog\/customer-experience-and-trust-in-government\/","title":{"rendered":"Connecting the dots between the customer experience and trust in government"},"content":{"rendered":"\n<p>Recent polling by the Partnership for Public Service shows that positive experiences with federal services may help drive trust in government but that negative experiences appear to affect trust more strongly.&nbsp;&nbsp;&nbsp;<\/p>\n\n\n\n<p>These findings, highlighted in our <a href=\"https:\/\/ourpublicservice.org\/publications\/trust-in-government\/\" target=\"_blank\" rel=\"noreferrer noopener\">2021<\/a> and <a href=\"https:\/\/ourpublicservice.org\/publications\/the-state-of-public-trust-in-government-2023\/\" target=\"_blank\" rel=\"noreferrer noopener\">2022<\/a> polls on public trust in government, raise questions about the overall relationship between the federal customer experience and public faith in federal institutions\u2014a key issue examined in the <a href=\"https:\/\/www.performance.gov\/pma\/\" target=\"_blank\" rel=\"noreferrer noopener\">President\u2019s Management Agenda<\/a>.&nbsp;&nbsp;&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-public-services-and-public-trust\"><strong>Public services and public trust<\/strong>&nbsp;<\/h3>\n\n\n\n<p><a href=\"https:\/\/trumpadministration.archives.performance.gov\/CAP\/cx\/\" target=\"_blank\" rel=\"noreferrer noopener\">Successive administrations<\/a> have aimed to improve the public\u2019s interaction with government\u2014from efforts to <a href=\"https:\/\/www.plainlanguage.gov\/\" target=\"_blank\" rel=\"noreferrer noopener\">simplify the language<\/a> used in government communications to initiatives to <a href=\"https:\/\/www.whitehouse.gov\/wp-content\/uploads\/2022\/04\/M-22-10.pdf\" target=\"_blank\" rel=\"noreferrer noopener\">understand and reduce<\/a> the administrative burden that customers face when interacting with federal services.&nbsp;&nbsp;<\/p>\n\n\n\n<p>These efforts are often framed as a way to <a href=\"https:\/\/www.whitehouse.gov\/briefing-room\/presidential-actions\/2021\/12\/13\/executive-order-on-transforming-federal-customer-experience-and-service-delivery-to-rebuild-trust-in-government\/\" target=\"_blank\" rel=\"noreferrer noopener\">increase public trust<\/a> in government by providing services that are accessible, transparent and simple to use.&nbsp;&nbsp;<\/p>\n\n\n\n<p>But how exactly are CX and trust linked? Is it a straightforward correlation\u2014the better people\u2019s experiences, the more they trust government? Or is the relationship between these two concepts more complex?&nbsp;&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Views on experiences with government<\/strong>&nbsp;<\/h3>\n\n\n\n<p>The latter appears to be true.&nbsp;&nbsp;<\/p>\n\n\n\n<p>Our research features nationally representative polls that suggest people have positive experiences with\u2014and perceptions of\u2014federal agencies and services.&nbsp;&nbsp;<\/p>\n\n\n\n<p>Our 2021 poll shows that many federal agencies are viewed <a href=\"https:\/\/ourpublicservice.org\/publications\/trust-in-government\/\" target=\"_blank\" rel=\"noreferrer noopener\">more favorably than unfavorably<\/a> and that more people <a href=\"https:\/\/ourpublicservice.org\/publications\/trust-in-government\/\" target=\"_blank\" rel=\"noreferrer noopener\">report positive personal experiences<\/a> with the government than negative ones.&nbsp;&nbsp;<\/p>\n\n\n\n<p>Our 2022 poll also notes that 70% of Americans who interact with specific federal services\u2014such as filing taxes or applying for a passport\u2014are <a href=\"https:\/\/ourpublicservice.org\/publications\/the-state-of-public-trust-in-government-2023\/\" target=\"_blank\" rel=\"noreferrer noopener\">satisfied with their experiences<\/a>.\u00a0<\/p>\n\n\n\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<p><strong>Americans who have interacted with the federal government have generally been satisfied<\/strong><\/p>\n\n\n\n<figure class=\"wp-block-table is-style-regular\" style=\"font-size:14px\"><table class=\"has-white-background-color has-background\"><tbody><tr><td rowspan=\"2\"><\/td><td rowspan=\"2\"><strong>% of people who <\/strong><br><strong>have done activity<\/strong><\/td><td colspan=\"2\"><strong>Of those who have, % who were\u2026<\/strong><\/td><\/tr><tr><td><strong>Satisfied<\/strong><\/td><td><strong>Dissatisfied<\/strong><\/td><\/tr><tr><td>Filed federal taxes&nbsp;<\/td><td>93%<\/td><td>74%<\/td><td>18%<\/td><\/tr><tr><td>Voted in federal election&nbsp;<\/td><td>79<\/td><td>77<\/td><td>15<\/td><\/tr><tr><td>Applied for Medicare or Medicaid&nbsp;<\/td><td>58<\/td><td>74<\/td><td>19<\/td><\/tr><tr><td>Applied for a passport&nbsp;<\/td><td>52<\/td><td>88<\/td><td>6<\/td><\/tr><tr><td>Signed up for an account on a government website&nbsp;<\/td><td>46<\/td><td>74<\/td><td>15<\/td><\/tr><tr><td>Applied for federal student aid&nbsp;<\/td><td>33<\/td><td>73<\/td><td>24<\/td><\/tr><\/tbody><\/table><figcaption class=\"wp-element-caption\"><em>Source: Partnership for Public Service survey of 800 U.S. adults from Nov. 29 to Dec. 6, 2022.<\/em><\/figcaption><\/figure>\n<\/div><\/div>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Customer experience and trust\u00a0<\/strong>\u00a0<\/h3>\n\n\n\n<p>Yet these positive experiences do not always translate to more trust.&nbsp;&nbsp;&nbsp;<\/p>\n\n\n\n<p>Our <a href=\"https:\/\/ourpublicservice.org\/publications\/trust-in-government\/\" target=\"_blank\" rel=\"noreferrer noopener\">2021 poll<\/a>, for instance, shows that only 64% of those who report positive experiences with government trust it while 34% do not. On the other hand, 85% of those who report negative overall experiences with government distrust it while only 14% express trust.&nbsp;&nbsp;<\/p>\n\n\n\n<p>These numbers show that while positive customer experiences can help drive trust in government, they are not the be-all and end-all. Many people who have positive experiences with government still distrust it and negative customer experiences seem to drive skepticism of federal institutions more forcefully.&nbsp;&nbsp;<\/p>\n\n\n\n<p>So while efforts to improve the federal customer experience may prevent a further decrease of trust in government, we cannot definitively say that CX initiatives alone will drive significant and lasting increases in public trust in government.&nbsp;<\/p>\n\n\n\n<p>Clearly, with just 35% of recent respondents saying they <a href=\"https:\/\/crm.ourpublicservice.org\/hubfs\/The%20State%20of%20Public%20Trust%20in%20Government%202023.pdf?utm_medium=email&amp;_hsmi=259883770&amp;_hsenc=p2ANqtz-_2cyjP9Yv06fE3wnU2Pu1ir38cfvEWOR07pCZqCUZVpLajHNwfZ1xetFRwr4ZcXHjCpWHUUOvBnQeVpMz7AcOMmhWa3w&amp;utm_content=259883770&amp;utm_source=hs_automation\" target=\"_blank\" rel=\"noreferrer noopener\">trust government<\/a>\u2014and 42% saying government has a positive impact on the U.S.\u2014a lack of faith in our federal institutions is deeply embedded in the public psyche and will require several corrective strategies.&nbsp;&nbsp;&nbsp;&nbsp;<\/p>\n\n\n\n<p>As we continue our research on trust, the Partnership will explore these strategies\u2014and the relationship between CX and trust\u2014to connect the dots between individual experiences with federal services and public confidence in government.&nbsp;&nbsp;&nbsp;&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Recent polling by the Partnership for Public Service shows that positive experiences with federal services may help drive trust in government but that negative experiences appear to affect trust more strongly.&nbsp;&nbsp;&nbsp; These findings, highlighted in our 2021 and 2022 polls on public trust in government, raise questions about the overall relationship between the federal customer&#8230;<\/p>\n","protected":false},"author":206,"featured_media":38276,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"sort-date":"","content-type":"","om_disable_all_campaigns":false,"_searchwp_excluded":"","footnotes":""},"categories":[7588],"tags":[4546,9078,11989],"class_list":["post-38275","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience","tag-government-effectiveness","tag-public-service","tag-trust-in-government"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v26.2 (Yoast SEO v26.2) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Connecting customer experience and trust in government<\/title>\n<meta name=\"description\" content=\"The Partnership for Public Service is a nonprofit, nonpartisan organization that strives for a more effective government for the American people.\" 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