Evaluation of the Customer Experience in American Job Centers

IMPAQ worked to understand how individuals and employers experience American Job Centers (AJCs), including their interactions pre- and post-visit. This exploratory study helps policy makers think about how to enhance customers’ AJC experience and, ultimately, their employment outcomes.

We conducted a literature scan and used surveys, focus groups, and discussions with AJC staff and customers to understand the customer experience. Working with behavioral scientists, we used these data to identify promising practices and to make behavioral science-based recommendations.

We have extensive experience researching AJCs. For example, our work on the Evaluation of the Accessibility of American Job Centers included a survey of every AJC in the nation as well as structured site visits to 100 AJCs.

Our team included researchers who have visited dozens of AJCs, and leaders with decades of mixed-methods experience. They collaborated with a number of behavioral scientists from ideas42.