Annually, Forrester publishes its US Buyer Expertise Index (CX Index™) rankings, benchmarking CX high quality throughout 11 industries plus the US federal authorities. This rating is predicated on an annual survey given to 95,573 respondents.
Whereas the US federal authorities has traditionally ranked close to the underside of the industries we research, 2026 delivered a triple whammy:
- The typical US federal CX Index rating dropped a statistically important 2.5 factors on our 100-point scale — from 61.9 in 2025 to 59.4 in 2026. That’s the lowest US federal common since 2018.
- That is the US authorities’s first important year-over-year decline since we started measuring federal CX in 2016.
- The US federal authorities was one among solely three verticals that declined in 2026, together with airways and bank card issuers. In distinction, six private-sector industries improved and the general private-sector common improved for the primary time in 4 years, widening the hole between the experiences prospects have with federal companies and the personal sector.
Forrester’s CX Index Outcomes For US Federal Authorities Companies, 2026
In 2026, seven companies had statistically important declines and none improved. This marks a pointy reversal from 2025, when 4 companies improved and none declined. These findings counsel that sustaining CX enhancements is changing into tougher throughout the federal authorities.
The Nationwide Park Service (NPS) maintained its place because the highest-scoring US federal company for the tenth consecutive yr, incomes a rating of 74.0. What’s extra, it stood alone because the chief with a 9.7-point lead over the Bureau of Consular Affairs — the most important hole between the highest two organizations in any trade we studied this yr. In distinction, perennial low performers USAJOBS.gov and HealthCare.gov trailed once more with related scores of 48.9 and 48.4, respectively. The 25.6-point hole between the highest- and lowest-scoring federal organizations is the widest of any vertical we studied.
The Largest Enchancment Alternatives Are The Fundamentals
Understanding which elements most affect CX helps companies prioritize investments. That’s why our annual research identifies key CX drivers for each vertical. For the US federal authorities, this yr’s most influential drivers spotlight the significance of each frontline service and digital functionality. The 4 most vital CX drivers throughout the US federal authorities are:
- Staff on the company workplace reply all of my questions
- Has high-quality info, merchandise, providers, or advantages
- Resolves issues/points shortly
- Has a web site that meets my wants
Wish to Study Extra? Learn The Full Report.
Federal CX leaders can affect buyer notion of all these drivers. And Forrester might help! For extra evaluation and details about the drivers and feelings which have the strongest impact on CX, learn Forrester’s US Federal Authorities Buyer Expertise Index Rankings, 2026.
