Tied to one real case
The survey carries the service, the channel and the transaction reference. The answer is about this permit renewal on this portal — not about “the government website” in general.
Government — digital services
E-government satisfaction survey after every online transaction
An e-government satisfaction survey asks the citizen about a specific digital transaction — a permit, a certificate, a payment — seconds after it completes, by SMS, email, an in-app prompt or on the portal itself. Qmeter ties each answer to the service and the channel, so an agency sees which digital service loses citizens and why, and can compare it with the same service at the counter.
Digital services fail silently: an abandoned application never files a complaint. A one-question survey at the end of the transaction is the only signal most portals ever get.
Why after the transaction
Ask while the transaction is still on the screen
Response rates and accuracy both fall with every hour that passes. A survey sent the same evening is answered by a different person than the one who just struggled with the form.
Effort, not just satisfaction
For digital services the useful question is often “How easy was it?” (CES) rather than “How satisfied are you?”. Qmeter runs both — our NPS vs CSAT vs CES guide explains when to use which.
Digital and physical, one dataset
The same service is often available online and at the counter. Only when both are measured the same way can an agency see whether the portal is actually better — and where citizens give up and come in person.
How it works
Four ways to ask, one place the answers land
Choose the channel per service; the survey template and the dashboard are shared.
SMS or email after completion
The portal or payment system calls Qmeter's API when a transaction completes; the citizen receives a link to a 30-second survey. Sending can be limited per citizen per period.
On the portal or in the app
An embedded widget or a pop-up at the confirmation page asks the question without leaving the site. In-app prompts work the same way for a government mobile app.
Bad answers become cases
A low score or a comment about a broken step opens a case for the digital service owner with an SLA — the same complaint workflow used at the counter.
Channels and results
Set up per service, read per service
Each digital service gets its own channel and its own line on the dashboard. The portal rating, the app rating and the post-call SMS are separate channels of one survey.
One channel per digital touchpoint
In Qmeter each entry point is a channel: the e-services portal rating, the mobile app rating, the post-call SMS, the post-visit SMS. Channels are created in minutes, shared as a link, QR or embed, and paused or changed without touching the portal's code.
- Link, QR, embed or pop-up per channel
- Channel carries service and branch automatically
- Template changes apply to every channel at once
- API trigger from portal, payment gateway or CRM
Which service drops, and why
The Feedbacks view ranks services by negative responses and groups comments by theme. When “ease of process” on the portal falls behind the counter, the digital team knows which step to fix.
- Negative responses per service, ranked
- Sentiment across smiley, star and NPS questions
- AI themes from open comments in any language
- Same view for counter, kiosk, SMS and portal
Where it fits
Digital services worth measuring first
Start with the transactions citizens complete most often — and the ones they abandon most.
Permits, licences and certificates
Multi-step applications with document upload — the classic drop-off point.
Payments, fines and fees
Short and frequent: an SMS survey after the receipt has the highest response rate.
Registrations and appointments
Ask whether the booking was easy — and whether the appointment then happened as promised.
Call centres and chat
A post-call SMS closes the loop on the channel citizens use when the portal fails them.
FAQ
E-government surveys, answered
Short, honest answers. For an integration plan with your portal team, talk to our team.
How is the survey triggered after an online transaction?
Your portal, payment gateway or case system calls Qmeter's API when the transaction completes; Qmeter sends the SMS or email, or the confirmation page shows the embedded widget. No citizen data has to be stored in Qmeter beyond what you choose to pass.
Will citizens be surveyed too often?
Which question should a digital service ask?
Can the same survey run on the portal and at the counter?
Does it meet government data-protection requirements?
Keep exploring
Related pages
Government & public sector overview
The full citizen feedback platform across counters, kiosks, portals and calls.
→Citizen feedback kiosk
The physical counterpart: one question at the exit of the service centre.
→Citizen complaint management software
What happens when a digital service gets a bad rating.
→SMS & email campaigns
How transactional surveys are sent, throttled and tracked.
→Integrations & API
Triggering surveys from portals, payment systems and CRMs; on-premise deployment.
→NPS vs CSAT vs CES
Which metric fits a digital transaction, and why effort matters online.
→Get started
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