Citizen Satisfaction Score
Average satisfaction rating from citizens using government services
What is Citizen Satisfaction Score?
Citizen satisfaction score is the average rating citizens give to public services they have used. It shows how well government services meet people's needs.
Satisfaction is a key measure of public trust and service quality, and helps target where to improve.
How this KPI is measured
- Function
- Customer Success & Service
- Sub-function
- Citizen Satisfaction
- Industry
- Government & Public Sector
- Type
- Lagging
- Impact
- Quality
- Unit
- Score (1–5 or 0–100)
- Measurement frequency
- Quarterly / Annual
- Formula
- Sum of satisfaction scores / Number of survey respondents
How to calculate it
Add up the satisfaction scores and divide by the number of survey respondents.
For example, if 2,000 respondents rate a service out of 5 and the scores total 8,400, the average is 4.2.
Use consistent questions, sample fairly across groups, and report by service so problems are not hidden in an overall average.
Where it is used
Improving public services
Find what to fix.
Tracking trust
Watch trends.
Comparing services and areas
Share good practice.
How to improve it
Tips and common mistakes
- Ensure results represent all groups, not just those who respond easily.
- Read the comments as well as the score.
- Compare over time using the same method.
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