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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

2022 Commercial KPMG CEE Report Highlights

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