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Customer satisfaction measurement has become prominent in the Federal Government since the issuance of Executive Order 12862 for "Setting Customer Service Standards" in 1993. As part of "creating a government that works better and costs less" the National Performance Review suggested "putting customers first." The thrust of this initiative is to have the Federal Government function more like private industry. The competitive markets of the private sector have created a climate which is customer focused and the Federal Government is attempting to follow suit.
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