# Federal Agencies See Service Satisfaction Fall

The 2026 American Customer Satisfaction Index found that satisfaction with federal services fell 2.6% to 68.6 out of 100. Call centers, websites, process efficiency, information, and complaint handling were among the weaker areas, amid workforce reductions and restructuring. The reports identify no specific solicitation, contract award, or funding commitment, but the results highlight service-delivery gaps that may inform agencies’ future requirements and contractors’ capability planning.

- Agencies may seek stronger digital service delivery, website improvement, call-center support, and complaint-resolution capabilities; contractors can assess whether their offerings address these reported weaknesses.
- For procurement teams, the survey provides context for evaluating customer-service performance and service resilience, but it does not establish a funded requirement or procurement timeline.
- The reported workforce reductions and restructuring make scalable support and process-efficiency capabilities relevant areas for industry planning, without indicating a specific upcoming acquisition.

**Jurisdictions:** federal
**Industries:** Information Technology
**Topics:** Digital Infrastructure
**Published:** October 21, 2026

### Government Entities
- General Services Administration (GSA)
- Small Business Administration (SBA)
- U.S. Department of State (State Department)
- U.S. Department of the Treasury (Treasury)
- U.S. Department of Agriculture (USDA)

### Sources
- [Survey shows falling satisfaction with government services amid DOGE hangover | FedScoop](https://fedscoop.com/government-services-satisfaction-declines-doge) - FedScoop
- [Federal Service Satisfaction Drops as Call Centers, Websites Lose Ground – MeriTalk](https://www.meritalk.com/articles/federal-service-satisfaction-drops-as-call-centers-websites-lose-ground) - MeriTalk