Federal Service Satisfaction Falls 2.6% in 2026

Federal satisfaction declined for the first time in five years, with the 2026 American Customer Satisfaction Index score falling 2.6% to 68.6 out of 100. Customer service and complaint handling saw the steepest drops, while website quality, process efficiency and information scores also declined; the survey’s findings came amid major workforce reductions and agency restructuring. The ACSI reported that about 385,000 federal employees left the government in the year ending January 2026, while noting that the State Department improved, aided by its online passport renewal program. A separate Bentley University-Gallup poll found that 43% of Americans view the federal government as effective at improving people’s lives, down from 51% last year, even though more than nine in 10 say it has the power to make a positive impact.