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INDUSTRY · PUBLIC SECTOR

Listen to every citizen. Show what changed.

Cloud4Feed hears citizens at every service desk, online form, call and field visit, shows which neighbourhood needs attention first and routes every issue to the unit that can fix it — then shows what changed.

Request a Demo → See how it works ↓
  • QR, SMS & WhatsApp surveys
  • Voice AI calls
  • Request analysis
Elmhaven Municipality · Citizen satisfaction by neighbourhood · Last 30 days Repeat requests in Cedar Hill
Linden Park 81
Fairmead 79
Old Harbour 77
Brookside 74
Cedar Hill 58
WHY CEDAR HILL?
SMS survey · Maria S.No

“…fixed on Monday and went out again two days later.”

Street lighting — negative
Call #M-30877 · QA 71 Missed: request reference number
Flagged: Cedar Hill · repeat street lighting requests → case for the Street Lighting team
✦ASK AIWhy did satisfaction drop in Cedar Hill?
✓What changedCedar Hill 58 → 73 after 14 lights replaced
THE PUBLIC SECTOR CHALLENGE

Citizens speak through every door. Few teams hear it all.

A request at the desk, a form online, a call and a post about the same street — each lands in a different place, and the full story is rarely seen.

Requests arrive through every door

Service desks, online forms, calls and messages each keep their own list. Nobody sees the whole picture of one problem.

Service quality hides in averages

A city-wide score can look fine while one neighbourhood reports the same problem again and again.

Not every citizen is online

Residents who prefer the phone, or speak another language, are the hardest to hear — and the easiest to leave out.

THE CITIZEN JOURNEY

Listen at every step of a public service.

From the first online visit to the street outside the door, each step has its own channel. Cloud4Feed listens at all of them — and reads them as one story.

Public posts & reviews — at any step
Repeat requests start here
1

Online services

Web surveyQR
Digital service usability
2

Service desk

QR surveyVoice AI
Staff courtesy
3

Call centre

Scored callsPost-call survey
Information accuracy
4

Request & field work

WhatsAppSMS survey
Response time
5

Request closure

SMS surveyVoice AI
Resolution quality
6

Streets, parks & public spaces

QRWhatsApp
Street lighting

Voice AI calls run voice-only or after your digital invites — you choose per survey.

Day 1 · Industry-ready

A topic model built for public services — no training period.

From the first response, every request, survey answer, call and post is coded into public-service topics, intents, sentiment and emotion — in 50+ languages. New topics are spotted automatically; your team approves them.

How the AI engine reads every channel →
  • Digital service usability“The online form logged me out twice before I could submit it.”
  • Staff courtesy“The staff at the desk were patient and helped me fill in the form.”
  • Information accuracy“The website and the call centre told me two different things.”
  • Response time“It took two weeks before anyone came to look at the pavement.”
  • Resolution quality“The pothole outside our house was repaired properly and quickly.”
  • Street lighting“The light on Rowan Street was fixed on Monday and went out again two days later.”
  • Waiting time at the desk“I waited about twenty minutes, which was acceptable.”
  • Service accessibility“The service desk is easy to reach, but the opening hours are short.”
  • Cleanliness“The park is cleaner than last year, but the bins fill up at weekends.”
  • Request updates“I got a message when my request was assigned and when it was done.”
HOW IT WORKS IN THE PUBLIC SECTOR

From the request to a visible improvement.

The same Listen → Analyse → Insight → Act loop as the rest of the platform — set up for service desks, online services, requests and field work.

01 · LISTEN

Hear every citizen, on the channel they use

After a desk visit, an online form or a closed request, citizens get a short survey by QR, SMS or WhatsApp in 50+ languages. Citizens who prefer the phone get an AI voice call — voice-only or after a digital invite.

SMS survey · Request closed · Maria S. · No
Voice AI · Service desk · Harold W. · Completed ✓ · 2:05
WhatsApp · Park cleaning · Fairmead · Satisfied
SurveysAsk the right question, to the right person — in minutes.WhatsAppHear from the customers email and SMS miss.Voice AIGive your survey a voice.Reputation ManagementEvery review, mention and comment — answered from one place.
Surveys →Ask the right question, to the right person — in minutes. WhatsApp Conversational Interviews →Hear from the customers email and SMS miss. Voice AI Telephony Interviews →Give your survey a voice.
02 · ANALYZE

Every request and comment, read the same way

Requests, survey answers, calls and public posts are coded into the same topics and intents. A call, a form and a post about the same street count as one issue — and a repeat is recognised as a repeat.

Request · Rowan Street, Cedar Hill
Street lighting · negativeIntent: repeat requestEmotion: disappointment
Street lighting · Cedar Hill
Online formsCallsSurveysPublic posts
Call #M-30877 · QA 71
Conversation & Text IntelligenceEvery conversation, understood — in every channel and language.Call Quality MonitoringScore every call. Not just the few you have time to hear.
Conversation & Text Intelligence →Every conversation, understood — in every channel and language. Call Quality Monitoring →Score every call. Not just the few you have time to hear.
03 · INSIGHT

See which neighbourhood needs you first

Compare neighbourhoods on scorecards and maps, and ask AI what to fix first. Get an alert the moment the same problem starts repeating in one area.

✦ ASK AI Why did satisfaction drop in Cedar Hill? Repeat street lighting requests — +15 points in Cedar Hill if fixed
Spike · Street lighting · Cedar Hill · last 7 days
Citizen satisfaction
Linden Park81
Brookside74
Cedar Hill58
AI Insights & Predictive AnalyticsKnow what to fix first — in every neighbourhood.
AI Insights & Predictive Analytics →Know what to fix first — in every neighbourhood.
04 · ACT

Route it to the unit that can fix it

A repeating problem becomes a case for the right unit, with an SLA and a reminder before it's due. Citizens hear back, and leadership gets automatic reports.

Flagged: Cedar Hill · repeat street lighting requests→
Case #6220 · Street Lighting · SLA 72h→
✓ Resolved
Monthly neighbourhood report · first Monday · leadership team
Workflow & Closing the LoopClose the loop with cases, alerts and follow-ups.
Workflow & Closing the Loop →Close the loop with cases, alerts and follow-ups.
CITIZEN STORY · SAMPLE

One streetlight. One answer. A brighter neighbourhood.

Elmhaven · Maria S. and Rowan Street

The request was closed — but two days later Rowan Street was dark again. Maria's survey answer reached Citizen Services, who called her back. Read together with every call, form and post from Cedar Hill, the same AI engine showed the bigger fix: the whole street's lighting.

See how surveys work →
1

Request closed

Request #SR-20418Streetlight · Rowan Street · Cedar Hill · marked closed
2

Her answer

Was your request resolved?
YesPartlyNo ✓
Is there anything else you'd like to tell us?

The light on Rowan Street was fixed on Monday and went out again two days later.

3

Coded

Street lightingNEGATIVEResolution qualityNEGATIVEDisappointmentEMOTION
4

Her case

Case #6214Repeat requestCitizen Services · SLA 48hResolved ✓Maria called back
5

The pattern

Cedar Hill · 58 · Repeat requests
✦ ASK AIRepeat street lighting requests — +15 points in Cedar Hill if fixed
CASEAuto-assigned to Street Lighting
✓ What changed·Cedar Hill 58 → 73
SHOW WHAT CHANGED

Prove that services improve, one neighbourhood at a time.

Period-on-period reports show each neighbourhood's scores next to the cases closed there. They arrive automatically — ready for leadership meetings and for the updates you share with residents.

  • Neighbourhood and service scorecards, period on period
  • Cases, SLAs and closure rates by unit
  • Automatic weekly and monthly reports by email
See how closing the loop works →
Monthly neighbourhood report · Elmhaven
NEIGHBOURHOODTOPICBEFOREAFTERCASES CLOSED
Cedar HillStreet lighting14 lights replaced58▲ 581
BrooksideResponse time74▲ 746
FairmeadCleanliness79— 793
Sent automatically · first Monday · leadership team
WHAT PUBLIC SERVICE TEAMS TRACK

The measures that show progress.

Citizen satisfaction

How every service moment lands, by neighbourhood.

Request resolution time

How fast requests are closed, by unit.

Repeat requests

How often the same problem comes back.

Neighbourhood service score

One comparable score for every area.

Digital service satisfaction

How easy your online services are to use.

100+ companies across 15+ industries run their voice of customer programme on Cloud4Feed.

Read customer stories →

BUILT FOR THESE TEAMS

All industries →

Customer Services

Which calls are going wrong — and why?

→

Customer Experience Department

What should we fix first — and what is it worth?

→
Every insight shows its sources · Your team approves every action · Role-based access to personal data

See what citizens say after the request is closed.

A 30-minute walkthrough with a public-sector setup: post-request surveys, Voice AI calls and neighbourhood scorecards on sample data.

Request a Demo → Talk to sales
↺Loop closed
Case resolved by the team
Case #4821 opened · Ops · SLA 48hLoop closed ✓
Installation scheduling — +2.1 NPS if fixed
Cloud4Feed
See full platform overview →
FEEDBACK SOURCES
Surveys Reputation Management & Social Listening Call Quality Monitoring Product & Competitive Intelligence
AI-POWERED ENGAGEMENT
WhatsApp Conversational Interviews Voice AI Telephony Interviews ReActivate — Smart Retention Management
INTELLIGENCE & ANALYTICS
Conversation & Text Intelligence AI Insights & Predictive Analytics
See all solutions →
SOLUTION AREAS
Customer Experience Employee Experience Market Research
BY INDUSTRY
Retail & E-Commerce Hospitality & Travel Finance & Insurance Automotive Telecom Healthcare Utilities Public Sector
BY DEPARTMENT
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Customers
Resources
BlogIdeas and practice in CX, EX and research.→GuidesHow to measure and act on NPS, CSAT, CES and more.→Reports & E-booksOriginal research, free to read.→
Customer stories →Browse all resources →
Pricing
Why Cloud4FeedOne platform instead of five point tools. About UsWho we are and what we believe. PartnershipResell, implement or integrate Cloud4Feed. ContactTalk to sales, support or our team.
Request a Demo
See full platform overview →
FEEDBACK SOURCES
Surveys Reputation Management & Social Listening Call Quality Monitoring Product & Competitive Intelligence
AI-POWERED ENGAGEMENT
WhatsApp Conversational Interviews Voice AI Telephony Interviews ReActivate — Smart Retention Management
INTELLIGENCE & ANALYTICS
Conversation & Text Intelligence AI Insights & Predictive Analytics
See all solutions →
SOLUTION AREAS
Customer Experience Employee Experience Market Research
BY INDUSTRY
Retail & E-Commerce Hospitality & Travel Finance & Insurance Automotive Telecom Healthcare Utilities Public Sector
BY DEPARTMENT
Marketing Customer Experience Department Customer Services HR Product Management Market Research
Customers
Resources
BlogGuidesReports & E-books
Customer stories →Browse all resources →
Pricing
Why Cloud4FeedOne platform instead of five point tools. About UsWho we are and what we believe. PartnershipResell, implement or integrate Cloud4Feed. ContactTalk to sales, support or our team.
Request a Demo
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