SBA Office of Field Operations Customer Experience Data Evaluation

In May 2019, the Office of Field Operations (OFO) launched the Customer Experience (CX) survey to measure CX in SBA’s 68 district offices. The SBA contracted with 2M Research to evaluate the current level of customer satisfaction with SBA’s field offices and identify opportunities to support ongoing customer experience improvements. In addition to developing a CX+ score, which combines the aggregate of Likert responses to survey questions with the SBA office recommendation rating resp, the evaluation identified several opportunities to enhance customer’s experience.