Posts Tagged: CAP Goals

Forearm of a business person is reaching out to click on human resources icons in the cloud. Many knowledge worker buttons do shape this cloud computing symbol. Technology metaphor. Blue background.

Status of CAP Goals, Part 1: Customer Service

Improving customer service has been an off-and-on federal priority over a number of years. In fact, it is now more broadly referred to as “customer experience,” since research shows that “customer service” accounts for only a quarter of a customer’s overall satisfaction with their experience with a company or government agency.