A recent American Customer Satisfaction Index report reveals that public satisfaction with federal government services has dropped for the first time in five years. The index shows citizen approval ratings now stand at 68.6 out of 100, reflecting a 2.6% decline from previous levels.
This drop is the first one recorded by the index since 2021, a year when numerous federal workers were placed on required remote work arrangements during the peak of the COVID-19 pandemic, and departments found it difficult to expand their online public services.
Workforce Cuts and Satisfaction Scores
Forrest Morgeson, the ACSI’s emeritus research director, stated that the data reveals a strong connection between the fall in satisfaction ratings and substantial reductions in the federal workforce, which were mandated by the Department of Government Efficiency. Morgeson emphasized that the decline is considerable.
According to the most recent figures from the Office of Personnel Management, the federal workforce has experienced a net loss of approximately 264,000 employees since the beginning of the second Trump administration. This reduction has substantially affected the government’s capacity to deliver services.
Only the State Department and the General Services Administration managed to achieve higher satisfaction scores compared to the previous year. No other agencies experienced an increase in their satisfaction scores.
Scores for three departments – Commerce, Veterans Affairs, and Treasury – remain unchanged. These departments have managed to maintain their satisfaction scores despite the overall decline.
Agency Responses and AI Investments
However, Morgeson noted that these AI initiatives have not yet led to consistent benefits for the public. If workforce reductions happen before the technologies are fully integrated into workflows, it can cause disruption. This is noticeable in terms of slower and less efficient services, Morgeson explained.
The State Department recorded the largest year-over-year improvement in scores, thanks to the success of the Bureau of Consular Affairs’ online passport renewal platform. Over half of all digital passport renewals are now processed through the site, which was introduced in 2024, making it a standout case amid the general decline in satisfaction.
The Small Business Administration’s satisfaction scores dropped by 9%, representing the biggest decrease for any agency. Although the SBA introduced tools to reduce processing times for straightforward loans under $500,000, the report indicates that these efficiency improvements have been canceled out by a 43% reduction in its workforce, causing a notable drop in satisfaction.
The Department of Agriculture, which was last year’s highest-scoring agency, experienced the second-largest decline. The USDA implemented a 20% cut in its staff last year, and employees anticipate further job losses if the department proceeds with its plan to move approximately 2,600 employees to different locations across the country, which could negatively affect satisfaction scores.
