Passports USA.com

Customer Service Statistics

Passport Services
Again Receives High Marks From Customers

The American Customer Satisfaction Index (ACSI) is an internationally accepted measure of customer satisfaction used in over 20 countries.  Employing a common methodology and a database of more than 700,000 customer interviews, the index is the “gold standard” measure for U.S. Federal Government Agencies.

In 2004, ACSI measured the satisfaction of adults, who applied for passports within the last t two years.  Passport Services achieved a score of 76 (on a 0 – 100 scale), which is 5 points higher than the 2003 aggregate Federal Government ACSI score of 70.9 and 2 points higher than the latest private sector/services score of 73.9.  It is also an increase of 1 point over Passport Services’ 2003 ACSI score of 75.  Federal Government-wide survey results, including trends in performance and customer satisfaction, are available as of December 14, 2004.
 
The detailed ACSI report for Passport Services, produced by the National Quality Research Center at the University of Michigan, reports that the application process component, which measures customers’ perceptions of timeliness, professionalism, and convenience, received a high score of 82, with professionalism scoring the highest.

For more information about the ACSI and government scores, please visit www.customerservice.gov or www.fcg.gov .

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