Public Sector
Citizen satisfaction tracking for municipalities and public services
In public services, citizen satisfaction takes shape at service points, the call center and field teams. Whether feedback reaches the relevant department and is handled on time determines both service quality and trust. Comvo collects citizen feedback by unit and tracks it against deadlines.
Key challenges in the industry
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Responsibility across units
It can remain unclear which department a request or complaint belongs to.
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Deadline tracking
Whether citizen requests are concluded on time is not monitored.
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Many service points
The experience at community facilities, cultural centers and service buildings is not measured separately.
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Transparency
Service quality is expected to be reported in a measurable way.
Touchpoints to measure
You can create a separate survey for each touchpoint. You decide the questions, scales and question types (star, score, recommendation, choice, open-ended comment) and deliver them at the right moment by QR code, SMS or email.
- Service building and cashier desk
- Call center
- Community facilities
- Cultural and sports centers
- Field services
- Online services
Sample survey
Citizens answer the survey on their phone without installing an app. Each question opens on its own screen, and a follow-up question about the reason appears automatically after a low score. You can define all questions and steps as you wish and customize the design to match your corporate identity.
- 1-5 (CSAT)Customer satisfaction (CSAT), 1-5: 1 is the lowest and 5 the highest satisfaction.
- 1-7 (CES)Customer Effort Score (CES), 1-7: a high score indicates the process was easy for the customer.
- 1-51-5 rating scale; a low score indicates a negative experience and can become a case depending on your rules.
- Yes / Partially / NoSingle-choice question; the selected answer can be used as a condition in rules.
Questions, scales and conditional logic are tailored to your institution. Responses in the preview are not sent anywhere.
How Does It Work?
- 1 QR codes at service points carry the unit information.
- 2 Citizens give feedback in a few seconds and may leave contact details if they wish.
- 3 A negative response is assigned as a case to the relevant department.
- 4 The citizen is contacted and the action taken is recorded.
- 5 Units are reported with the same criteria.
Sample alert rules
- If satisfaction is 2 or lower, a case is assigned to the relevant department with a resolution time of 3 business days.
- A "No" answer to "Has your request been resolved?" goes to the unit supervisor; "Partially" answers are tracked in the department report.
- If the deadline is exceeded, the case is escalated to the next level.
In these examples, a low score means 2 or below on a 1-5 scale, 6 or below on the 0-10 recommendation score and 1-3 stars in online reviews. You set the thresholds and resolution times.
Metrics to track
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Satisfaction by unit
You compare departments and service points.
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Ease of transaction
You see which transactions are difficult for citizens.
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Requests concluded on time
You track request resolution times.
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Resolution satisfaction
You measure citizen confirmation on concluded requests.
Key modules
- Distribution QR, email, SMS and automatic post-transaction sending Learn More
- Case Management Negative experiences become cases tracked to resolution Learn More
- Organization and Permissions Role and access management that fits your structure Learn More
- Reports Satisfaction (CSAT), recommendation (NPS) and effort (CES) scores Learn More
Related guides
- Measurement What Is CES and When Should You Use It? Customer Effort Score (CES) measures how much effort customers spend to get something done. Learn the question format, calculation and use in support and returns.
- Process How to Set Up a Complaint Management Process The steps of a structured complaint management process from intake to resolution: classification, assignment, resolution deadlines, escalation and reporting.
- Process What Is Closed-Loop Feedback and How Do You Set It Up? Closed-loop feedback ensures customers with a negative experience are followed up and the issue is fixed at its source. Inner and outer loop, steps and metrics.
Frequently asked questions
Do departments see only their own feedback?
Yes. Permissions are granted by unit; senior management sees all units.
How is personal data protected?
Personal data is masked according to permissions, the privacy notice is presented in the survey and data is deleted automatically at the end of the retention period.
In which languages is the survey offered?
The survey opens in the language of the citizen's device; question texts are defined for each language.
Let us map out a scenario for your industry together.
Share your department and service point structure and the points where you interact with your citizens, and we will prepare a suitable survey and rule set for you in a demo environment.