2a. We publicly release our CX performance data—the results of our surveys, touch point survey levels, and quantitative metrics.
- SA
- Agree
- Neutral
- Disagree
- SD
- To a great extent.
- Not at all.
2b. We have defined Customer Experience metrics in line with the government-wide reporting requirements.
- SA
- Agree
- Neutral
- Disagree
- SD
- To a great extent.
- Not at all.
2c. We have identified quantitative, objective customer-experience related metrics that we report on with our feedback metrics.
- SA
- Agree
- Neutral
- Disagree
- SD
- To a great extent.
- Not at all.
2d. We are aligned with agency-wide customer service level standards including call centers and touch points in different mission areas.
- SA
- Agree
- Neutral
- Disagree
- SD
- To a great extent.
- Not at all.
2e. We have a “Voice of the Customer” strategy for collecting CX feedback and measures across our entity's entire purview.
- SA
- Agree
- Neutral
- Disagree
- SD
- To a great extent.
- Not at all.
2f. We have a central view of how our entity is doing on CX at Secretary, Regional, Program, Front-Line, or other appropriate levels.
- SA
- Agree
- Neutral
- Disagree
- SD
- To a great extent.
- Not at all.