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Helping clients meet their business challenges begins with an in-depth understanding of the industries in which they work. That’s why KPMG LLP established its industry-driven structure. In fact, KPMG LLP was the first of the Big Four firms to organize itself along the same industry lines as clients.

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We bring together passionate problem-solvers, innovative technologies, and full-service capabilities to create opportunity with every insight.

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Careers & Culture

What is culture? Culture is how we do things around here. It is the combination of a predominant mindset, actions (both big and small) that we all commit to every day, and the underlying processes, programs and systems supporting how work gets done.

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Improving the citizen experience

Results from the 2022 KPMG US Customer Experience Excellence Report

For more than a decade, KPMG has surveyed US consumers about their personal experiences with well-known brands and has published the results in our Customer Experience Excellence Report. More recently, we added government agencies to the survey, and we’ve now created this special government edition of our report.

In the years since our first survey, we’ve seen leading organizations invest heavily in improving the customer experience across the entire customer journey. Understandably, people have now come to expect and even demand more personalized and seamless experiences—not just from commercial enterprises but also from their government.

Exceptional customer experiences can empower citizens to make more informed decisions and to engage using more convenient self-service options. Such experiences can help make the handoff from digital to direct human touchpoints more seamless. They can help create significant efficiencies in the face of tightening budgets.

This special government edition is designed to provide valuable insights for any public sector professional, local, state or federal. We think you will find it illuminating as you seek to improve your own agency’s customer experiences.

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Improving the citizen experience

Insights for public sector professionals from the KPMG US Customer Experience Excellence Report 2022

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Insights for public sector professionals: KPMG US Customer Experience Excellence Report

2022 Commercial KPMG CEE Report Highlights

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Meet our team

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Arthur Higbee
Advisory Managing Director, Transformation Delivery, KPMG LLP
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Tom Frame
Advisory Managing Director, KPMG LLP

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