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U.S. Fish and Wildlife Service, Department of Interior

National Wildlife Refuge System


At least 89% of visitors agreed they are satisfied with each of four key refuge offerings: services provided by employees or volunteers; recreational opportunities; refuge information and education; and the refuge’s job of conserving fish, wildlife and their habitats

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The U.S. Fish and Wildlife Service is the oldest federal conservation agency, tracing its lineage back to 1871, and the only agency in the federal government whose primary responsibility is management of fish and wildlife for the American public. The Service manages millions of acres with field stations across all 50 states. The Service’s National Wildlife Refuge System plays an essential role in providing outdoor recreation opportunities to the American public and the associated economic benefits to local communities. Millions of visitors to National Wildlife Refuges have hunted, fished, observed or photographed wildlife, or participated in environmental education or interpretation on a refuge. These activities help National Wildlife Refuges serve as an economic engine for local communities, helping to support thousands of jobs and billions in visitor expenditures as well as providing vital funding for conservation.

CX Plans and Progress

Service design artifacts to support Customer Experience planning and change management. Each agency generates operational data; including web traffic and customer feedback.

Progress

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Digital Analytics Data
Operational Data
Reporting Notes

CX Feedback Data

During this quarter, the HISP collected feedback under a PRA clearance that does not all for public disclosure. HISPs are required to establish the new A-11 Section 280 generic clearance that allows for public reporting by October 1, 2020.

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This HISP did not submit customer feedback data for this quarter.

Digital Analytics Program Data

The National Wildlife Refuge System piloted an effort in 2010-2012 to collect customer feedback data. Building on these efforts, they have begun to implement an annual survey administered throughout the year. The 2010-2012 report can be found here.

Operational Data

There is no available data to share at this time.

Reporting Notes

  • CX Feedback Data: HISPs are currently in the process of aligning their customer feedback collections to seven government-wide CX measures. These measures align to specifically worded questions that agencies may make minimal changes to (to ensure relevancy for their context) and be scored on a scale of 1 to 5, with 5 indicating strong agreement with a measure statement. Agencies that use a 10 point scale provide a calculation for converting results to a five point scale. Many are collecting customer feedback under clearances that did not include a provision to share this data publicly. HISPs without the current capacity to collect and share data using the government-wide measures must identify a target date for reporting of these metrics not to exceed FY 2021, Quarter 1.
  • Operational Data: HISPs were provided the opportunity to submit operational data in their quarterly reporting to OMB that provides context regarding their customers' experiences with their service.