Customer Experience
Results Management
What Is the Customer Experience Initiative?
In the 2020 General Session, the Legislature passed H.B. 304, “Citizen Feedback Program”. From this, the state established the Customer Experience (CX) team to fulfill the duties outlined in this legislation. The CX team helps agencies improve how they serve Utahns. By listening to customer feedback and working with state employees, the CX team works to improve the efficiency and effectiveness of state services.
If you are a member of the public, you can be a part of the CX initiative by using the "Leave Feedback" button on all State of Utah websites, or scanning QR codes at in-person government locations. Please let us know how we are doing to serve you, how we can improve, or what we've done well.
Customer Experience Report
As detailed in Utah Code 63G-25-202, by July 1 of each year, GOPB prepares and submits an annual report containing a summary of any feedback gathered by state agencies during the preceding calendar year. Below are the completed reports.
Agency Stories
Read more stories here, or in the reports above!
Agency Resources
The Customer Experience (CX) team helps agencies improve their interactions with the public. We offer a range of services and tools to:
- Understand your customers' needs
- Identify areas for improvement
- Deliver exceptional service experiences
Get Help Improving Services
Whether it is gathering feedback, analyzing data, or optimizing digital tools, we can support you in creating more user-friendly and effective websites and services. We do this through:
- Customer Surveys
- Feedback Dashboards
- Web and App Analytics
- Survey Frontline Employees
- Usability Testing
- Identify Customer Pain Points
- Analyze Customer Behavior
- Optimize Your Customer Journey
- And more!