Fed. agencies were directed to survey their customers to see what kind of service people want & whether they are getting it; to give customers choices & easy access; & to develop a way for citizens to complain & get problems fixed. To comply, agencies embarked on this series of benchmarking studies. Contents: summary of best practices (leadership strategies for satisfying customers; info. & analysis; planning; human resources development & mgmt.; customer focus, expectations & satisfaction; complaint process mgmt.; bus. results); reinventing complaint resolution; practices of benchmarking partners.