Business Services Industry
Government delivers report card on American satisfaction. (Customer Satisfaction).(Brief Article)
Customer Interface, February, 2002 by Fraser, Sarah
Customer satisfaction with the Internal Revenue Service (IRS) and other government agencies is increasing, according to the latest annual report from the American Customer Satisfaction Index (ACSI). The IRS has seen the biggest jump in customer satisfaction with government agencies (11 percent over last year, and 22 percent since 1999).
Though the overall IRS score of 62 (out of a possible 100) is relatively low, it beats out the major airlines' recent score of 61 (measured prior to the Sept. 11 attacks and related affects on travel). "These would be noteworthy improvements for any organization in any industry, but they are even more notable in view of the `business' of the IRS," says Claes Fornell, professor of business and director of the University...
Most Recent Business Articles
- Multiple criteria evaluation and optimization of transportation systems
- Multi-criteria analysis procedure for sustainable mobility evaluation in urban areas
- A two-leveled multi-objective symbiotic evolutionary algorithm for the hub and spoke location problem
- Multi-criteria analysis for evaluating the impacts of intelligent speed adaptation
- The development of Taiwan arterial traffic-adaptive signal control system and its field test: a Taiwan experience
Most Recent Business Publications
Most Popular Business Articles
- 7 tips for effective listening: productive listening does not occur naturally. It requires hard work and practice - Back To Basics - effective listening is a crucial skill for internal auditors
- FAS 109: a primer for non-accountants - Financial Accounting Standards Board's "Statement 109: Accounting for Income Taxes"
- LIFO vs. FIFO: a return to the basics
- Design a commission plan that drives sales - Sales Commissions
- Too Young to Rent a Car? - 25-years-old the minimum age for car renting - Brief Article
