Regulatory agencies tend to score low according to researchers, because of the obligations they impose. Agencies that provide services demanded by the public tend to score higher. Trust also plays a role in customer satisfaction.
OSHA's dubious distinction
OSHA scored lowest in a customer satisfaction survey of 29 government agencies. The aggregate score for the federal government is 68.6 on a 100-point scale, with OSHA and the Internal Revenue Service both coming in last with scores of 51, based on interviews with 7,723 customers of the 29 agencies. The survey was conducted by the University of Michigan Business School, he American Society for Quality, and Arthur Andersen.
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