Source page: McKinsey & Company
Commentary
Good enough for government work
Public Sector | Consumer
September 5, 2022 – Banking. Car insurance. Airlines. Contacting those industries for customer support may not elicit warm, fuzzy feelings for some people. But regarding customer satisfaction, all of those sectors rank well above the entity in dead last: the government. A recent White House executive order seeks to change this by prioritizing customer experience for federal agencies.
To read the article, see “The call to rethink government customer experience,” July 28, 2022.
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Visual form
Ranked horizontal bar chart.
Layout / body structure
A single ranked bar chart runs down the page from the highest-scoring service at the top to the lowest-scoring government experiences at the bottom. All categories share the same left-to-right customer-satisfaction scale.
What is being compared
The chart compares average US customer-satisfaction scores across private-sector services and government services.
Measurement system
The measure is customer-satisfaction score on a 0.0 to 10.0 scale, labeled from extremely unsatisfied to extremely satisfied.
Visible structure inside the graphic
The ranking starts with grocery store at 8.3, then e-commerce site at 8.2 and bank or credit union at 8.1. It continues with credit card at 7.7, car insurance and mobile phone both at 7.6, airline at 7.5, electric utility at 7.4, and pay TV at 6.9. The two darkest and lowest bars are state government at 6.2 and federal government at 5.6.
Main takeaway from the visual
The chart makes the gap bluntly visible: government services sit below every other experience in the ranking, with federal government at the very bottom.
Key standout values or extremes
The highest score is grocery store at 8.3, followed by e-commerce site at 8.2. The lowest score is federal government at 5.6, with state government just above it at 6.2. That puts federal government 2.7 points below grocery stores and 1.3 points below pay TV, which is the lowest private-sector category shown.
Controls / sequence, when applicable
This is a static chart image with no in-chart controls to operate.
Companion media, when applicable
There is no separate companion audio or video; the chart image is the full visual on this page.