About the Agency Our client provides IT services to a large agency within the Federal Government offering a wide variety of services to over 9 million customers through more than 1,200 locations. The Challenge After being in the top tier for several years, satisfaction with IT services had plummeted at one of the agency’s Oklahoma facilities. IT customer satisfaction at this citizen support center had been exemplary by any definition. Using CFI Group’s patented technology based on the American Customer Satisfaction Index® (ACSI), scores were consistently in the mid-90s on a 0-100 scale. But recent survey results that showed an unprecedented 16-point drop had stakeholders looking for answers. The Solution The starting point for those answers was the same source that produced the

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