Should customer feedback regarding federal agencies be publicly available?

Federal Agency Customer Experience Act (S. 671)

This bill has Passed the Senate

Bill Summary

This bill streamlines the process for federal agencies collecting voluntary customer service feedback. It also ensures this feedback will be publicly available on the agencies’ websites and anonymous, with the goal to improve customer satisfaction. The responses will not affect individual employees’ job assessments. The FACE Act outlines questions the agencies may use in the surveys, covering service satisfaction, timeliness, and professionalism. The feedback will be organized by the Government Accountability Office and summarized in an individual scorecard report for each agency. Sponsor: Sen. Margaret Wood Hassan (Democrat, New Hampshire) View full bill text ➔

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Opponents say

• "Surveys sometimes have a poor reputation. Researchers have seen response rates decline because this method of data gathering has become unpopular since the 1990s. Part of the reason for this perception is due to the fact that everyone tries to use it online since it is a low-cost way to collect information for decision-making purposes."

Source: Louise Gaille (Vittana)

• "A disadvantage is that online survey respondents must have a computer, an Internet connection and computer skills. Even if the respondent has the equipment and skills to participate, she may not open the email due to computer safety concerns or time constraints. Also, even though the survey may have been sent to a specific person's email address, you have no way of knowing who completed the survey. As a result, it can be difficult to survey a representative sample of the population this way."

Source: Cynthia Meason (Houston Chronicle)

Proponents say

• "Essentially, FACE is saying, 'Yes on the customer feedback. But let’s cut the complex approvals process for agencies.'"

Source: Stephanie Thum (Practical CX)

• "The FACE Act will make it possible for federal agencies to obtain direct feedback from the public about the services the public receives, allowing agencies to identify and act on needed improvements. I commend Senators Maggie Hassan and James Lankford for introducing this bipartisan legislation to improve the public’s experience with our government. The need for this change has become increasingly evident as the COVID-19 pandemic has caused the demand for federal services to skyrocket and changed the way our government interacts with the people it serves."

Source: Max Stier (Partnership for Public Service)

• "It will make it easier for agencies to assess how employees are performing, recognize those who provide exceptional service, and address areas needing improvements. Congress should work toward a 21st-century customer service experience for the federal government to better serve the American people."

Source: Sen. James Lankford (Republican, Ohio)

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