Citizen Surveys & Feedback

Citizen Satisfaction Surveys on WhatsApp Feedback in One Tap

Ask residents how a counter visit, a repair or a new service went while it is still fresh. MonoChat sends a short survey on WhatsApp, collects ratings and comments, and alerts your team when someone is unhappy.

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  • WhatsApp Business API
  • Web chat
  • Instagram DM
Nova Service Centre Official account

Hello Olivia, thank you for visiting the Nova Service Centre today. How satisfied were you with your visit?

15:40

😀 Very satisfied🙂 Satisfied🙁 Not satisfied

🙂 Satisfied

15:52

Thanks! What could we do better next time?

15:52

Shorter waitClearer informationNothing, all good

Shorter wait. I waited about 40 minutes for the permits counter.

15:54

Thank you, we have passed this to the service centre manager. Next time you can book a permits appointment here to skip the queue.

15:54

Book next time
1-tap
Rating buttons
Residents answer without typing
No-code
Survey flows
Built with the visual workflow builder
Real-time
Results in analytics
By service, office and team
Follow-up
On every low score
A staff member gets the conversation

Citizen feedback features

Short, timely surveys that residents actually answer, with results your teams can act on.

  • Satisfaction after each service

    Send a CSAT survey automatically after a visit, an appointment or a closed request.

  • Consultation forms

    WhatsApp Flows forms collect multiple-choice answers and comments for public consultations.

  • Open comments

    Residents explain their answer in their own words, saved on the contact and the survey result.

  • Photos with suggestions

    Residents can attach a photo or location to a suggestion, such as a spot for a new bench or crossing.

  • Low-score follow-up

    A poor rating opens a conversation for the responsible team so a person can call back or reply.

  • Results by service and office

    Analytics break down ratings by service, office, channel and team over time.

Analytics

Turn resident feedback into service improvements

Every answer is linked to the service, office and conversation it came from. Managers see where residents are satisfied, where they wait too long and which topics keep coming back.

  • CSAT by service, office and team
  • Comments grouped with the original conversation
  • Exports for your own reporting
See analytics

Consultation invitation

WhatsApp template · Segment: Riverside subscribers

Message preview

Hello Liam, Riverside Park is being renovated next spring. Which facilities matter most to you? The survey takes about one minute.

How WhatsApp citizen surveys work

Four steps from the service moment to a better service.

  1. Choose the moment

    After a visit, an appointment, a closed request or as a consultation for subscribed residents.

  2. Build the survey

    Rating buttons, multiple choice and a comment field, in a no-code flow or WhatsApp Flows form.

  3. Residents answer in chat

    One tap for the rating, a few seconds for a comment, in the language they use.

  4. Act on the results

    Low scores reach the right team, and analytics show trends by service and office.

Example conversations

Citizen survey and feedback examples on WhatsApp

A public consultation, a low score that gets a person's attention and a resident suggestion with a photo.

  • Public consultation on a park renovation with WhatsApp Flows

    Subscribed residents answer a one-minute consultation form, and every answer is saved for the parks team's planning.

    Nova Municipality Official account

    Hello Liam, Riverside Park is being renovated next spring. Would you share your view? It takes about one minute.

    18:00

    Start surveyNot now

    Start survey

    18:21

    Which facilities matter most to you? You can choose up to two.

    18:21

    PlaygroundShaded seatingOutdoor fitnessDog area

    Shaded seating, Playground

    18:22

    Thank you for taking part

    Riverside Park consultation

    Results shared with subscribers in March

    Your answers have been recorded. We will share what residents chose and the final plan.

    18:23

  • A low rating after a road repair triggers a follow-up

    A resident is unhappy with a repair. The rating opens a conversation for the roads team, and a named engineer arranges a re-inspection.

    Nova Municipality Official account

    Your request #REQ-20102 (road surface, Birch Street) is closed. Are you happy with the repair?

    16:10

    YesPartlyNo

    No

    16:30

    The patch is already cracking after two days of rain.

    16:31

    Hi, I'm David, roads engineer. Thanks for telling us. I have reopened the request and will inspect the patch on Wednesday morning. You will get an update here the same day.

    17:05

  • Sending a suggestion with a photo from Instagram

    A resident suggests a shelter at a bus stop via Instagram DM; the suggestion is logged with photo and location for the transport team.

    Nova Municipality Official account

    Could you add a shelter at the Linden Lane bus stop? Lots of older people wait here in the rain.

    08:44

    Thank you for the suggestion. Could you send a photo of the stop so the transport team can see the space?

    08:44

    📷 1 photo

    08:46

    Suggestion recorded

    Bus stop shelter · Linden Lane

    Sent to the transport planning team

    Your suggestion is with the transport planning team. We will let you know when it is reviewed.

    08:46

FAQ

Citizen surveys on WhatsApp: common questions

Quick answers to the most common questions.

How do you run a citizen satisfaction survey on WhatsApp?

MonoChat sends a short survey with rating buttons after a service, such as a counter visit or a closed request. Answers and comments are saved on the contact and appear in analytics by service and office.

Can we run a public consultation with residents?

Yes. A WhatsApp Flows form or a no-code flow can ask several questions with multiple-choice answers and comments, sent to residents who subscribed to updates for their area.

What happens when a resident gives a low rating?

You can route low scores to the responsible team as a new conversation in the shared inbox, so a staff member follows up with the resident directly.

Do residents need to opt in to receive surveys?

A survey sent right after a resident has contacted you continues an existing conversation. For consultations sent to a wider list, use residents who opted in to receive messages from you.

Can we see results by office or service?

Yes. Ratings are tagged with the service, office, channel and team, so analytics show where satisfaction is high and where it needs attention.

Keep exploring

First month of Growth on us

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Collect ratings, comments and consultation answers on WhatsApp, and follow up on every low score with MonoChat.

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