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CONTACT: Pat Wood |
Federal Consulting Group Practices What It Preaches:
2005 Customer Satisfaction Scores Are Very High
The Federal Consulting Group, a franchise in the U.S. Department of the Treasury, is the organization that helps federal agencies be citizen-centric by measuring and improving customer satisfaction using the American Customer Satisfaction Index or ACSI. This week, FCG got good news.
After conducting an assessment of customer satisfaction with its own activities using the ACSI, FCG learned that it has an overall customer satisfaction score of 85—far above the overall government benchmark of 72. All areas where FCG interfaces with federal agencies scored well, but Services and Price achieved the highest marks of 90. ACSI scores are reported on a scale of 0 to 100, with a score of 70 or more considered good. The ACSI is the nation's leading indicator of customer satisfaction in industry and government.
“To say the very least, we are extremely pleased with these results,” said Anne Kelly, FCG CEO. “This is our best result ever—up from 84 in 2003. We have a dedicated and capable staff of professionals who keep our values alive and our reputation shining. I am truly proud to be a part of this team.”
FCG does not get appropriations—it earns money by providing consulting services, executive coaching, and satisfaction measures to federal agencies. It has a small core staff and dozens of retired federal executives on its roster, along with a network of almost 100 executive coaches.
The survey was conducted between August 10 and September 6 by CFI Group USA, which is closely associated with the University of Michigan . CFI sent 189 email invitations to FCG customers to take the survey, and 81 actually took the time to complete it. This is a 42.9% response rate, which is also unusually high.
The ACSI was developed at the University of Michigan 's Stephen M. Ross School of Business in 1994, and quickly became an industry standard. It has been a standard metric in government since 1999.
“The Federal Consulting Group is the organization that makes the ACSI available to federal agencies,” said Ron Oberbillig, FCG's Chief Operating Officer. “It's an incredibly good feeling to know that we are setting an example for the agencies that use the ACSI to measure customer satisfaction with their programs and websites.”
FCG partners with CFI Group and ForeSee Results to make the survey available and works with the Office of Management and Budget to provide an expedited review and clearance of the surveys as required by the Paperwork Reduction Act.
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