Federal workforce cuts linked to lower satisfaction scores across government services
Only two agencies – the State Department and the General Services Administration – saw higher year-over-year satisfaction scores. Peterexclusive1993/Getty Images
ByJory Heckman,
Senior Reporter
October 28, 2026 10:00 AM ET
An annual scorecard that tracks citizen satisfaction in public-facing services shows the federal government’s first overall decline in five years.
Americans’ satisfaction with public-facing services provided by the federal government has fallen for the first time in five years, according to new findings released by the American Customer Satisfaction Index.
ACSI reports that citizen satisfaction has fallen to a score of 68.6 out of 100 – a 2.6% decrease.
This marks the first decline tracked by the index since 2021, when many federal employees were put on mandatory work-from-home schedules at the height of the COVID-19 pandemic and agencies struggled to bring more of their public-facing services online.
Forrest Morgeson, director of research emeritus at the ACSI,...
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