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Federal Government Customer Experience Federal Government Customer Experience

XM Solution Guided Program

Federal Government Customer Experience

Measure success through customers’ eyes, identify cost-reduction opportunities, and strengthen performance reporting for federal government agencies.

Core Experience

Customer Experience

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Qualtrics’ U.S. Federal Government XM Solution goes beyond simply measuring citizen satisfaction. CX work, as outlined, for example, in OMB’s recent CX guidance to federal agencies, is about using those measurements to put the customer at the center of agency decisions.

Our solution, designed by U.S. federal government experts, can help you align with recent policies and guidance, including the President’s Management Agenda and OMB Circular A-11 Section 280.

Jump-start your customer experience work with

  • Surveys built by Qualtrics industry experts Role- and channel-based dashboards to assist executives in understanding customers, prioritizing improvements, and boosting performance reporting.

Witht he help of this XM Solution, Federal Agencgies will be able to:

  1. Deploy transactional surveys across all channels (online, mobile, in-person, support) in less time
  2. Understand the full citizen journey to better identify pain points and improvement opportunities
  3. Take stock of the entire relationship by combining lifecycle and transaction feedback with customer reflections on their lifetime engagement.

Outcomes Delivered

  1. Deploy surveys across all channels (online, in-person, support) in less time
  2. Identify insights from citizens to better understand pain points and areas to focus agency resources
  3. Take action to improve services to help the people that matter most
  4. Improve member satisfaction and engagement by identifying service gaps

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What You Get

Expert-built Surveys

Get pre-built federal government customer experience surveys designed by experts and proven to help you get the insights you need to improve the customer experience:

  • Transactional Surveys (Agency Dependent)
    • Digital
      • Site Experience
      • Informantion Accessibility
      • Application Abandonment
      • Mobile App Experience
      • Services & Programs
    • Agency Office
      • Office Experience
      • Application Experience
      • Agency Support
      • Service & Programs
    • Support
      • Contact support Experience
      • Shared Services Center Experience
  • Relational Surveys (Agency Dependent)


Turn data into insights with dashboards and reports ready-built to help you share insights across the organization and start making CX improvements today:

  • Digital: Overall Site and App Experience
    • Executive
    • Member Services
    • Digital Experience Manager
  • Digital: Support
    • Executive
    • Call Center Manager
  • Digital: Services & Programs
    • Executive
    • Member Services
  • Agency Office: In-Office Experience
    • Executive
    • Office Manager

Qualtrics Customer Experience Maturity Model

Qualtrics uses a 3-phase approach to implement and deploy a Federal Agency CX program:

  1. Identify critical member journeys and touchpoints to survey
  2. Deploy priority feedback loops and automate to gain constant feedback and minimize survey fatigue. Add more surveys based on need and relevant journeys
  3. Deep dive on most important/impactful customer journeys (e.g. online enrollment experience, overall member approval)

Once you’re up and running, you’ll receive access to additional surveys, dashboards, new features, and industry benchmarks when released.

Implementation & Services

A dedicated Qualtrics Implementation Consultant will work with you to provide XM Solution content with custom logo/branding.

Post-deployment, a Qualtrics Customer Success Manager will work with you to make sure your CX program is running smoothly, provide support, and alert you to new features and updates.

Let them be your personal concierge in integrating Qualtrics XM technology with your business.

Implementation services and integrations cost dependent on the number of surveys and dashboard configurations and advanced add-on features.

Solution Details

Required License: Customer Experience 1



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