CSAT Benchmarks for Government
Government satisfaction is largely determined by process efficiency, staff helpfulness, and service accessibility. Agencies that have invested in digital transformation and user-centered design see satisfaction scores approaching private-sector levels.
CSAT Score Distribution
CSAT scale: 0% to 100%
Score Breakdown
65%
Average Score
62%
Median Score
48%
Bottom Quartile
73%
Top Quartile
80%
Top Performers
Tips to Improve Your CSAT
- 1
Redesign forms with user experience principles to reduce completion time.
- 2
Provide real-time status tracking for applications and requests.
- 3
Train front-line staff on customer service alongside regulatory knowledge.
- 4
Offer virtual service options for consultations and hearings.
- 5
Benchmark satisfaction against peer agencies and private-sector equivalents.
Track Your Own Benchmarks
Stop guessing where you stand. FeedPulse tracks your NPS, CSAT, and CES scores over time so you can benchmark against industry averages.