Voice of the Citizen
Citizen feedback was arriving through a dozen channels and going nowhere. We built a structured listening program that turned scattered comments into a clear, ranked set of service priorities leadership could act on.
At a glance
Client
Municipal government
Sector
Public sector
Engagement
Citizen research & prioritization
Timeline
12 weeks
The challenge
Plenty of feedback, no signal
Feedback arrived through a 311 hotline, an annual paper survey, town halls, and social media, none of which shared a common taxonomy. Comments lived in four systems and were reconciled by hand, so no one could say whether potholes, park safety, or waste collection mattered more to residents. With the annual services budget on the line, the council was allocating money on the back of the loudest meeting rather than the broadest need.
Our process
What we did
- 01
Channel audit
Consolidated 18 months of feedback from four systems into one dataset, coded to a shared service taxonomy.
- 02
Stakeholder workshops
Ran sessions with department heads to align on the services and outcomes actually worth measuring.
- 03
Representative survey
Fielded a survey to 2,400 residents, quota-weighted by district, age, and income so results reflected the whole population, not the vocal minority.
- 04
Needs segmentation
Grouped residents into needs-based segments to show which neighborhoods wanted what.
- 05
Driver analysis
Used key-driver analysis to rank services by their impact on overall trust in the municipality.
- 06
Priority briefing
Delivered a ranked action list with owners, costed options, and a dashboard to track progress quarter over quarter.
The results
2,400
residents surveyed, quota-weighted by district, age, and income
68%
survey response rate against quota targets
92%
of trust variance explained by the top 3 drivers
27 of 34
services ranked by impact on resident trust
18%
of the annual services budget reallocated to top priorities
−22 hrs/wk
of manual feedback reconciliation eliminated
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