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2025 Government Customer Experience Consumer Report

Gated

Closing gaps to improve program efficiency and reduce burdens

Improving constituent customer experiences (CX) is a critical step in fulfilling agencies’ missions of increasing utilization by making government programs efficient while reducing program fraud, waste and abuse.

TransUnion® surveyed consumers about areas of possible friction in agency CX in light of their expectations, behaviors and concerns regarding safety and trust. Agency technology, CX and operational leaders should use this research to identify possible gaps in their tech stacks and processes that could improve constituent CX across all channels.

Key customer experience insights include:

78% of consumers believed government agency customer experiences should be as good or better than the private sector

65% of consumers have concerns with remote identity verification processes when applying for government programs

74% of consumers won’t answer phone calls from numbers they don’t recognize

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