Why smarter citizen engagement starts with better feedback and how agencies can get it right
Citizens expect more from their government than ever before. They want fast, digital, and responsive services, and they want to know their voices make a difference. The benchmark isn’t other agencies anymore; it’s the seamless, customer-first experiences they get from the private sector.
For state and local governments, that shift represents both a challenge and an opportunity. The agencies that listen, learn, and act on citizen feedback build stronger trust, operate more efficiently, and deliver services that truly meet community needs.
Why citizen feedback is the key to better government
Government leaders are being asked to do more with fewer resources. At the same time, public expectations continue to rise. But there’s good news. Agencies that prioritize feedback often see stronger outcomes.
According to the Organization for Economic Co-operation and Development, governments that focus on feedback report higher levels of satisfaction and trust. Digital feedback tools can increase participation rates by up to 40 percent. In addition, 60 percent of citizens now prefer digital channels when interacting with public services.
Citizen feedback is not just about measuring satisfaction. It helps you:
- Identify what’s working and what isn’t
- Make smarter, data-informed improvements
- Strengthen transparency and public trust
Listening leads to better outcomes for everyone.
From insight to impact
The most effective agencies don’t stop at collecting feedback. They use it to guide their decisions. Whether it’s streamlining permit applications, improving customer support, or shaping community programs, feedback provides a clear path forward.
When residents see their input lead to real improvements, trust grows. That kind of transparency turns one-time participation into ongoing engagement and helps build a culture of continuous improvement.
A real-world example: How Salem, Oregon made feedback actionable
Facing rising community needs and limited staff, the City of Salem turned to Alchemer to improve how they collect and use feedback. Every department now gathers citizen input through surveys, including public meetings, park programs, and job applications, without adding to headcount.
“It’s amazing how many different ways we’ve found to use Alchemer. It extends the reach of our outreach efforts on special projects.”
— Kathy Ursprung, Communications & Media Relations Manager, City of Salem
By automating surveys and centralizing insights, Salem created a citywide culture of listening. This has helped improve service delivery and build stronger relationships with the community.
Build a government that listens
Feedback is more than a formality. It is a foundation for better service, stronger trust, and more efficient operations. For many agencies, the first step is simply knowing where to begin.
That’s where The Public Sector Playbook for Citizen Experience can help.
This practical checklist gives your team clear, step-by-step strategies to:
- Identify key feedback moments
- Break down silos between departments
- Turn citizen input into measurable improvements
👉 Explore the playbook to start building a government that listens and takes action.