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Report Card: How Satisfied Are People With State Services?

A survey of more than 14,000 people who have used state government services recently reveals where state governments excel in customer service and where they fall short. Overall, websites scored higher than mobile applications in terms of user satisfaction.

Three checkboxes with three different faces below them: A smiling face, a neutral face, and a sad face. The box above the smiling face has a red check mark in it.
How happy are people with their state government services? It depends on where they live, according to new survey data from Qualtrics, an experience management platform.

The company worked with Code for America to survey more than 14,000 people from every state in the country about their experiences interacting with their state governments from December 2023 through January 2024. The types of government services people were questioned about included departments of motor vehicles and those that handled state taxes, Medicaid and SNAP benefits.

People in the Western and Southern regions of the U.S. generally reported higher satisfaction levels than the Midwest and Northeast.

According to the survey, the most satisfied state is Alaska, where 72 percent of respondents said they were either “somewhat satisfied” or “extremely satisfied” with state government services. Meanwhile, the lowest score came out of Illinois, where 49 percent of participants responded in the same way.
Nationwide, about 60 percent percent of people were satisfied with state services.

Respondents were also asked about their satisfaction with technology. The results revealed that, for now at least, government users exhibit the highest levels of satisfaction when humans are involved in the task at hand.

According to the survey, 72 percent of customers were satisfied with their in-person experience, compared to 60 percent who were satisfied with their digital experience. The survey's questions about digital experience included chatbots, email, mobile applications and websites. Looking deeper into the data, Qualtrics revealed that websites scored highly at 67 percent satisfaction, compared to mobile applications which earned 57 percent satisfaction.

Ultimately, Qualtrics reported that the data reveals that customers are more than twice as likely to express satisfaction if they agree their needs have been met, while the impact on how they feel about the experience in terms of factors like relevance, fairness and consistency of information was lower.