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GSA Beats Private Sector in Customer Satisfaction Initiative

GSA # 9775

December 22, 2000
Contact: Bill Bearden (202) 501-1231
bill.bearden@gsa.gov

Washington, D.C. - The General Services Administration (GSA) announced today the results of its second annual Customer Satisfaction Initiative Survey. According to Acting Administrator Thurman Davis, "GSA's Federal Consumer Information Center topped competitors from the private sector by 7.8 points and increased its 1999 score by 2 points. On a scale of zero to 100, the Federal Consumer Information Center scored 79 points while its private sector counterparts came in at 71.2 points."

The American people who use the GSA Federal Consumer Information Center (FCIC) gave across-the-board high marks on the accessibility and usefulness of the FCIC Consumer Information Catalog, and on the organization and usability of the FCIC web site
(http://www.pueblo.gsa.gov). High marks were also given to FCIC on the timeliness and ease of ordering the Catalog and publications from its toll free number 1-888-8 PUEBLO (1-888-878-3256), from its web site and from its well known Pueblo, Colorado 81009 address.

GSA was one of 32 Federal agencies that participated in the survey commissioned by Vice President Gore's National Partnership for Reinventing Government (NPR). The survey was part of the Clinton Administration's initiative to streamline and improve agency operations. The survey was conducted by the National Quality Research Center of the University of Michigan at Ann Arbor in conjunction with Arthur Andersen LLP of Chicago. It used the American Customer Satisfaction Index to gauge customer satisfaction, the same index used by private companies.