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.
To read the article, see “How US government leaders can deliver a better customer experience,” June 9, 2023.