Government Contracting Certification Customer Experience Evaluation

Program Evaluation & Evidence Registry (PEER) report: An evaluation to study customer experience (CX) for firms that apply for certification and recertify for the 8(a), WOSB, and HUBZone programs. The study identifies both strengths and areas of improvement with respect to overall customer experience, as well as experience with technology (online certification platforms), customer service, and the certification and recertification processes more generally. The evaluation also studies customer experience by program, program stage, and customer demographics.