Study of the American Job Center Customer Experience
Chamberlain, Anne; IMPAQ International
Bertane, Clancy; IMPAQ International
Cadima, Jessica; IMPAQ International
Darling, Matthew; ideas42
Kenrick, Andreana; ideas42
Lefkowitz, Jaclyn; ideas42
In September 2015, the U.S. Department of Labor (DOL) contracted with IMPAQ International and its partner ideas42 (the research team) to conduct an exploratory study of the customer experience at American Job Centers (AJCs). The purpose of this study is threefold: 1) to learn more about the customer experience in AJCs, 2) to highlight promising practices in those AJCs, and 3) to produce a set of behavioral science-based strategies that could enhance the AJC customer experience.