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Federal CX Scores Slide as Forrester Finds No Agencies Improved
Seven US federal agencies saw statistically significant CX declines in 2026, with none improving. The National Park Service held its top spot for the 10th year, but the gap between leaders and laggards widened to 25.6 points.
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The US federal government posted its worst customer experience showing in the 10-year history of Forrester's CX Index, with seven agencies recording statistically significant declines and zero agencies improving. The 2026 survey of 95,573 respondents marked a sharp reversal from 2025, when four agencies improved and none declined.
The National Park Service held its top spot for the 10th straight year with a score of 74.0, 9.7 points ahead of the Bureau of Consular Affairs. That gap between the top two agencies was the widest Forrester found across any of the 11 industries it tracks. At the bottom, USAJOBS.gov and HealthCare.gov scored 48.9 and 48.4 respectively. The 25.6-point spread between the highest and lowest federal agencies was the largest vertical gap in the study.