Closed is not the same as fixed
A grievance marked resolved on paper can still be a broken streetlight on the road. Citizen Feedback asks every citizen to rate the work, lets them reopen it if it is not fixed, and shows senior officers where closures and satisfaction do not match.
- 1 to 5rating after every closure
- 12 weeksof trend on every chart
- 3+reopens flag an officer for review
4.1/5 average rating
Satisfaction trend
Citizen Feedback
The citizen has the last word
Ratings after closure
Every citizen is asked to rate the resolution on the channel they used: WhatsApp, SMS, app or a callback. The rating sits next to the officer’s closure note.
Reopened grievances
Rejected closures return to the same officer with the citizen’s reason.
Satisfaction trends
Weekly ratings by ward, department and grievance type.
Review flags
Officers with repeated reopens or low ratings are flagged to supervisors.
Callback sampling
A share of closures is verified by call-centre callbacks for citizens without smartphones.
Common complaints
Reasons for reopening are grouped so recurring problems are visible.
Officer scorecards
Closures, on-time rate, ratings and reopens on one card for each officer.
Monthly review pack
A ready report for the commissioner’s or collector’s review meeting.
How it works
How feedback closes the loop
- 01
Case closed
The officer closes with photos and a note.
- 02
Citizen asked
A rating request goes out on the citizen’s channel.
- 03
Rate or reopen
Low ratings ask for a reason. Not fixed reopens the case.
- 04
Reviewed
Trends and flags reach supervisors in the weekly report.
Good to know
The details officers and citizens ask about
Ratings are tied to a real closed grievance, so they cannot be posted by anyone else.
A reopened case keeps its original number and full history.
Officers see their own ratings and comments, so they can improve without waiting for a review.
60-day free pilot
Start with one department. See the difference in 60 days.
One department or up to 20 wards. No payment details, no commitment. Your data is exported to you if you stop.
- Day 1Workspace liveWards, departments and officers loaded
- Day 15First grievancesWhatsApp and helpline switched on
- Day 45Escalations runningDaily summaries reach senior officers
- Day 60Review the numbersOn-time rate, ratings, reopen rate