Customer Feedback Data
How we're doing
The success of High Impact Service Providers is closely tied to their ability to directly and regularly hear from customers about their experience with services.
OMB Circular A-11 Section 280 requires High Impact Service Providers to collect post-transaction feedback from customers to better understand the factors that drive trust in our organizations to serve the American public.
The OMB CX team is working with each HISP to incorporate customer voices by implementing customer feedback surveys aligned with leading practices and more comprehensively use web analytics to support critical agency decisions.
Starting in FY2023, we instituted a data quality process to review all data submitted by the HISPs. Therefore, we are only displaying data from FY2023 onward. Data from FY2021 and FY 2022 are available in the listed datasets below.
U.S. Census Bureau and U.S. Patent and Trademark Office have successfully transitioned their A-11 customer feedback surveys to the new format outlined in the 2023 OMB Circular A-11 Section 280. Their FY2024 Q1 data will be shared as part of the new data visualization updates for FY2024 Q2.
