Citizen experience research for government and public services
Citizen experience research and analytics for government agencies and public services: measure satisfaction and trust in service delivery, and turn it into concrete improvements.
People judge government the way they judge any service they use: was it easy, was it fair, did it work. A renewed license, a benefits claim, a call to a municipal line, a visit to a service center, each one shapes how much citizens trust the institution behind it. Yet most agencies measure citizen satisfaction rarely, in ways that satisfy a reporting requirement rather than actually improve the service.
Intellimark brings the same rigor to citizen experience that leading brands bring to customer experience. We design representative research across the channels citizens actually use, measure satisfaction and trust in specific services rather than the abstract, and translate the findings into service improvements and roadmaps that agencies can implement and defend. The vocabulary is citizen, not customer, and the standard is public accountability.
Built for public accountability
Representative, defensible research designed for the scrutiny public bodies face, not a convenience-sample dashboard.
Service by service, not abstract
We measure the experience of actual processes citizens go through, so findings point at what to fix, not just a mood.
Equity in the analysis
We look at how the experience differs across the communities you serve, because fair service is part of good service.
Backed by our full CX practice
Every industry program draws on the same three pillars and the Hub that connects them.
Research
Surveys, brand, and experience research that reveal what customers really think.
Explore →Analytics
Descriptive, predictive, and prescriptive analytics that turn feedback into decisions.
Explore →Advisory
Recommendations, roadmaps, and action plans your teams can actually run.
Explore →The Hub
Proprietary technology that connects the loop, from feedback to follow-up.
Explore →Frequently asked questions
What is citizen experience? +
Citizen experience is how people experience their interactions with government and public services, across every channel, and how those interactions shape satisfaction and trust in the institution. It is the public-sector counterpart to customer experience, measured and improved with the same rigor.
How do you measure satisfaction with a public service? +
We design representative research around the specific services citizens use, licensing, benefits, permits, records, and measure satisfaction, effort, and trust at the point of the interaction, then track it over time so you can demonstrate real improvement.
Can you work with the constraints of a public body? +
Yes. We design research to be representative and defensible, account for accessibility and equity across the populations you serve, and deliver findings and roadmaps in a form agencies can budget, implement, and report against.
Do you only work with national government? +
No. We work with agencies and public services at national, regional, and municipal levels, and adapt the research to the scale and mandate of the body involved.