Source page: McKinsey & Company
Commentary
Room for improvement
Customer experience | Public Sector
July 14, 2023 – Consumers are expecting more from their customer experiences, and the government doesn’t always deliver as well as the private sector does. A recent McKinsey survey found that although non-White respondents use government services more than White individuals, their satisfaction rates are lower, senior partner Erez Eizenman and colleagues note. Households earning less than $50,000 use government services two times more than those earning $200,000, but are far less satisfied. Click through the interactive to see more results.
Interactive
To read the article, see “How US government leaders can deliver a better customer experience,” June 9, 2023.
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Visual form
Two-slide scatter plot sequence.
Layout / body structure
The visible slide uses one scatter plot with satisfaction on the vertical axis and service utilization on the horizontal axis. A small inset indicates the full 0 to 100 satisfaction scale, while the main plot zooms into the visible response range.
What is being compared
It compares government-service satisfaction and utilization by demographic group, with the visible slide separating White individuals from non-White individuals.
Measurement system
The vertical axis is percent satisfied and the horizontal axis is number of respondents utilizing services. Dark blue dots represent White individuals, and bright blue dots represent non-White individuals.
Visible structure inside the graphic
The visible plot contains a dense cluster around 500 to 1,500 service users and roughly 20 to 40 percent satisfaction, plus a few high-utilization points toward the right side. The annotation notes that White individuals are more satisfied across services despite having a lower utilization rate.
Main takeaway from the visual
The chart shows lower satisfaction among non-White respondents even though the groups being compared often use government services heavily.
Key standout values or extremes
The highest satisfaction dots are in the mid-40s, while the lowest visible satisfaction dots sit in the mid-teens. The farthest-right points show utilization above 3,000 respondents.
Controls / sequence, when applicable
Prev and Next step through the two-slide scatter sequence.
Companion media, when applicable
The chart is the full visual on this page. There is no separate companion audio or video outside the visual.