Citizen Service Satisfaction Survey
Improve public services with this comprehensive citizen satisfaction survey designed for government agencies and municipalities. This multi-page form captures the complete citizen experience including service type selection, wait time evaluation, staff interaction quality, and outcome satisfaction. Features Customer Effort Score (CES) to measure how easy citizens find it to access services, plus detailed matrix ratings for transparency, efficiency, and professionalism. Ideal for DMV offices, permit departments, social services, and any citizen-facing government function.
Try the Form
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export function citizenSatisfactionSurvey(form: FormTs) {
// Citizen Service Satisfaction Survey - Government/Public Sector Feedback
// Demonstrates: Multi-page wizard, CES, StarRating, ThumbRating, MatrixQuestion, Slider, conditional visibility
// ============================================
// HEADER
// ============================================
form.addRow(row => {
row.addTextPanel('header', {
label: 'Help Us Serve You Better',
computedValue: () => 'Your feedback helps improve public services for everyone in our community.',
customStyles: {
background: 'linear-gradient(135deg, #1e40af 0%, #3b82f6 100%)',
color: 'white',
padding: '28px',
borderRadius: '12px',
textAlign: 'center'
}
});
});
// ============================================
// MULTI-PAGE WIZARD
// ============================================
const pages = form.addPages('surveyPages', { heightMode: 'current-page' });
// ----------------------------------------
// PAGE 1: Service Information
// ----------------------------------------
const page1 = pages.addPage('serviceInfo');
page1.addRow(row => {
row.addTextPanel('page1Title', {
label: 'Step 1 of 3: Service Information',
customStyles: {
fontSize: '18px',
fontWeight: 'bold',
color: '#1e40af',
marginBottom: '16px'
}
});
});
page1.addRow(row => {
row.addDropdown('serviceType', {
label: 'What type of service did you receive today?',
placeholder: 'Select a service...',
options: [
{ id: 'license-registration', name: 'License & Registration' },
{ id: 'permits', name: 'Permits & Inspections' },
{ id: 'taxes', name: 'Tax Services' },
{ id: 'utilities', name: 'Utility Services' },
{ id: 'social-services', name: 'Social Services' },
{ id: 'records', name: 'Records & Documents' },
{ id: 'planning', name: 'Planning & Zoning' },
{ id: 'other', name: 'Other Service' }
],
isRequired: true
});
});
page1.addRow(row => {
row.addTextbox('otherServiceType', {
label: 'Please specify the service',
placeholder: 'Describe the service you received...',
isVisible: () => page1.dropdown('serviceType')?.value() === 'other',
isRequired: () => page1.dropdown('serviceType')?.value() === 'other'
});
});
page1.addRow(row => {
row.addRadioButton('visitChannel', {
label: 'How did you access this service?',
options: [
{ id: 'in-person', name: 'In-person visit' },
{ id: 'online', name: 'Online/Website' },
{ id: 'phone', name: 'Phone call' },
{ id: 'email', name: 'Email' },
{ id: 'mail', name: 'Mail' }
],
orientation: 'vertical',
isRequired: true
});
});
page1.addSpacer({ height: '24px' });
page1.addRow(row => {
row.addButton('nextPage1', {
label: 'Continue to Service Experience →',
onClick: () => pages.goToPage('experience')
});
});
// ----------------------------------------
// PAGE 2: Service Experience
// ----------------------------------------
const page2 = pages.addPage('experience');
page2.addRow(row => {
row.addTextPanel('page2Title', {
label: 'Step 2 of 3: Your Experience',
customStyles: {
fontSize: '18px',
fontWeight: 'bold',
color: '#1e40af',
marginBottom: '16px'
}
});
});
// Customer Effort Score
const cesSection = page2.addSubform('cesSection', {
customStyles: () => {
const cesValue = cesSection.ratingScale('effortScore')?.value();
if (cesValue !== null && cesValue !== undefined) {
if (cesValue >= 6) return { backgroundColor: '#dcfce7', padding: '16px', borderRadius: '8px' };
if (cesValue >= 4) return { backgroundColor: '#fef9c3', padding: '16px', borderRadius: '8px' };
return { backgroundColor: '#fee2e2', padding: '16px', borderRadius: '8px' };
}
return { backgroundColor: '#f8fafc', padding: '16px', borderRadius: '8px' };
}
});
cesSection.addRow(row => {
row.addRatingScale('effortScore', {
preset: 'ces',
label: 'How easy was it to get the service you needed today?',
lowLabel: 'Very Difficult',
highLabel: 'Very Easy',
size: 'lg',
alignment: 'center',
isRequired: true
});
});
page2.addSpacer({ height: '16px' });
// Wait Time
page2.addRow(row => {
row.addSlider('waitTime', {
label: () => {
const channel = page1.radioButton('visitChannel')?.value();
if (channel === 'in-person') return 'How long did you wait to be served? (minutes)';
if (channel === 'phone') return 'How long were you on hold? (minutes)';
return 'How long did the process take? (minutes)';
},
min: 0,
max: 120,
step: 5,
showValue: true,
unit: 'min',
defaultValue: 15,
isVisible: () => {
const channel = page1.radioButton('visitChannel')?.value();
return channel === 'in-person' || channel === 'phone';
}
});
});
page2.addRow(row => {
row.addThumbRating('waitAcceptable', {
label: () => {
const wait = page2.slider('waitTime')?.value() || 0;
return `Was the ${wait}-minute wait acceptable?`;
},
showLabels: true,
upLabel: 'Yes, acceptable',
downLabel: 'No, too long',
size: 'lg',
alignment: 'center',
isVisible: () => {
const channel = page1.radioButton('visitChannel')?.value();
return channel === 'in-person' || channel === 'phone';
}
});
});
page2.addSpacer({ height: '16px' });
// Service Quality Matrix
page2.addRow(row => {
row.addMatrixQuestion('serviceQuality', {
label: 'Please rate the following aspects of your experience:',
rows: [
{ id: 'professionalism', label: 'Staff professionalism', isRequired: true },
{ id: 'knowledge', label: 'Staff knowledge' },
{ id: 'clarity', label: 'Clarity of information provided' },
{ id: 'efficiency', label: 'Process efficiency' },
{ id: 'accessibility', label: 'Accessibility of service' }
],
columns: [
{ id: 'poor', label: 'Poor' },
{ id: 'fair', label: 'Fair' },
{ id: 'good', label: 'Good' },
{ id: 'very-good', label: 'Very Good' },
{ id: 'excellent', label: 'Excellent' }
],
striped: true,
fullWidth: true
});
});
page2.addSpacer({ height: '24px' });
page2.addRow(row => {
row.addButton('backPage2', {
label: '← Back',
onClick: () => pages.goToPage('serviceInfo')
}, '120px');
row.addEmpty('1fr');
row.addButton('nextPage2', {
label: 'Continue to Feedback →',
onClick: () => pages.goToPage('feedback')
}, '200px');
});
// ----------------------------------------
// PAGE 3: Additional Feedback
// ----------------------------------------
const page3 = pages.addPage('feedback');
page3.addRow(row => {
row.addTextPanel('page3Title', {
label: 'Step 3 of 3: Your Feedback',
customStyles: {
fontSize: '18px',
fontWeight: 'bold',
color: '#1e40af',
marginBottom: '16px'
}
});
});
// Outcome satisfaction
page3.addRow(row => {
row.addStarRating('overallSatisfaction', {
label: 'Overall, how satisfied are you with the service you received?',
maxStars: 5,
size: 'xl',
alignment: 'center',
showConfettiOnMax: true
});
});
page3.addRow(row => {
row.addThumbRating('issueResolved', {
label: 'Was your issue or request resolved?',
showLabels: true,
upLabel: 'Yes, resolved',
downLabel: 'No, unresolved',
size: 'lg',
alignment: 'center'
});
});
page3.addSpacer({ height: '16px' });
// Unresolved issue follow-up
const unresolvedSection = page3.addSubform('unresolvedSection', {
title: 'Help Us Resolve Your Issue',
isVisible: () => page3.thumbRating('issueResolved')?.value() === 'down',
customStyles: { backgroundColor: '#fef3c7', padding: '16px', borderRadius: '8px' }
});
unresolvedSection.addRow(row => {
row.addTextarea('unresolvedDetails', {
label: 'Please describe what was left unresolved',
placeholder: 'Help us understand what we can do to resolve your issue...',
rows: 3,
autoExpand: true,
isRequired: true
});
});
unresolvedSection.addRow(row => {
row.addCheckbox('requestCallback', {
label: 'I would like someone to contact me about this issue'
});
});
unresolvedSection.addRow(row => {
row.addTextbox('callbackPhone', {
label: 'Phone number',
placeholder: '(555) 123-4567',
isVisible: () => unresolvedSection.checkbox('requestCallback')?.value() === true,
isRequired: () => unresolvedSection.checkbox('requestCallback')?.value() === true
}, '1fr');
row.addEmail('callbackEmail', {
label: 'Email address',
placeholder: 'your@email.com',
isVisible: () => unresolvedSection.checkbox('requestCallback')?.value() === true
}, '1fr');
});
// Positive highlights
const positiveSection = page3.addSubform('positiveSection', {
title: 'What Did We Do Well?',
isVisible: () => {
const ces = cesSection.ratingScale('effortScore')?.value();
const sat = page3.starRating('overallSatisfaction')?.value();
return (ces !== null && ces !== undefined && ces >= 5) || (sat !== null && sat !== undefined && sat >= 4);
},
customStyles: { backgroundColor: '#dcfce7', padding: '16px', borderRadius: '8px' }
});
positiveSection.addRow(row => {
row.addSuggestionChips('positives', {
label: 'Select what went well:',
suggestions: [
{ id: 'friendly-staff', name: 'Friendly staff' },
{ id: 'quick-service', name: 'Quick service' },
{ id: 'clear-info', name: 'Clear information' },
{ id: 'easy-process', name: 'Easy process' },
{ id: 'clean-facility', name: 'Clean facility' },
{ id: 'helpful-website', name: 'Helpful website' },
{ id: 'good-hours', name: 'Convenient hours' },
{ id: 'parking', name: 'Easy parking' }
],
alignment: 'center'
});
});
// Improvement suggestions
page3.addSpacer({ height: '16px' });
page3.addRow(row => {
row.addTextarea('suggestions', {
label: 'Do you have any suggestions for improving our services?',
placeholder: 'Your ideas help us serve the community better...',
rows: 3,
autoExpand: true
});
});
page3.addSpacer({ height: '24px' });
page3.addRow(row => {
row.addButton('backPage3', {
label: '← Back',
onClick: () => pages.goToPage('experience')
}, '120px');
});
// ============================================
// SUMMARY SECTION
// ============================================
const summarySection = form.addSubform('summary', {
title: 'Feedback Summary',
isVisible: () => page3.starRating('overallSatisfaction')?.value() !== null
});
summarySection.addRow(row => {
row.addTextPanel('summaryContent', {
computedValue: () => {
const serviceType = page1.dropdown('serviceType')?.value();
const channel = page1.radioButton('visitChannel')?.value();
const ces = cesSection.ratingScale('effortScore')?.value();
const satisfaction = page3.starRating('overallSatisfaction')?.value();
const resolved = page3.thumbRating('issueResolved')?.value();
if (!satisfaction) return '';
const serviceLabels: Record<string, string> = {
'license-registration': 'License & Registration',
'permits': 'Permits & Inspections',
'taxes': 'Tax Services',
'utilities': 'Utility Services',
'social-services': 'Social Services',
'records': 'Records & Documents',
'planning': 'Planning & Zoning',
'other': 'Other Service'
};
const channelLabels: Record<string, string> = {
'in-person': 'In-person',
'online': 'Online',
'phone': 'Phone',
'email': 'Email',
'mail': 'Mail'
};
let summary = '📋 Citizen Feedback Summary\n';
summary += `${'═'.repeat(28)}\n\n`;
summary += `🏛️ Service: ${serviceLabels[serviceType || ''] || 'Not specified'}\n`;
summary += `📍 Channel: ${channelLabels[channel || ''] || 'Not specified'}\n`;
if (ces !== null && ces !== undefined) {
const cesEmoji = ces >= 6 ? '✅' : ces >= 4 ? '⚠️' : '❌';
summary += `\n${cesEmoji} Effort Score: ${ces}/7`;
if (ces >= 6) summary += ' (Easy)';
else if (ces >= 4) summary += ' (Moderate)';
else summary += ' (Difficult)';
}
summary += `\n⭐ Overall Satisfaction: ${satisfaction}/5 stars`;
if (resolved) {
summary += `\n${resolved === 'up' ? '✅ Issue Resolved' : '⚠️ Issue Unresolved'}`;
}
return summary;
},
customStyles: () => {
const satisfaction = page3.starRating('overallSatisfaction')?.value();
const baseStyles = {
padding: '16px',
borderRadius: '8px',
whiteSpace: 'pre-wrap',
fontFamily: 'monospace',
fontSize: '14px'
};
if (satisfaction && satisfaction >= 4) {
return { ...baseStyles, backgroundColor: '#dbeafe', borderLeft: '4px solid #3b82f6' };
} else if (satisfaction && satisfaction >= 3) {
return { ...baseStyles, backgroundColor: '#fef9c3', borderLeft: '4px solid #eab308' };
} else if (satisfaction) {
return { ...baseStyles, backgroundColor: '#fee2e2', borderLeft: '4px solid #ef4444' };
}
return baseStyles;
}
});
});
// ============================================
// FORM CONFIGURATION
// ============================================
form.configureSubmitButton({
label: 'Submit Feedback',
isVisible: () => page3.starRating('overallSatisfaction')?.value() !== null
});
form.configureCompletionScreen({
type: 'text',
title: 'Thank You for Your Feedback!',
message: 'Your input helps us improve public services for all citizens. We review all feedback and use it to make our services more accessible and efficient.'
});
}
Frequently Asked Questions
Why should government agencies measure citizen satisfaction?
Citizen satisfaction measurement helps identify service gaps, allocate resources effectively, build public trust, and demonstrate accountability. It enables data-driven improvements and helps agencies meet their public service mandates.
What is Customer Effort Score (CES) for government services?
CES measures how much effort citizens must expend to complete their task. Lower effort scores correlate with higher satisfaction and trust in government. It's particularly valuable for identifying bureaucratic friction and streamlining processes.
How can I increase survey response rates from citizens?
Offer the survey immediately after service completion, keep it under 3 minutes, ensure mobile-friendliness, emphasize anonymity, and communicate how feedback will be used. QR codes at service locations and follow-up emails work well.
What benchmarks exist for government satisfaction scores?
Government satisfaction typically scores 5-15 points lower than private sector benchmarks. A CSAT above 70% or CES above 5 (on 7-point scale) is considered good. Compare against similar agencies rather than commercial businesses.
How should we handle negative feedback from citizens?
Create a closed-loop process: acknowledge feedback within 48 hours, investigate systematically, implement improvements where possible, and communicate changes back to the community. Negative feedback is valuable for continuous improvement.