Public Service Feedback and Complaints

Your Recent Use of Public Services

1. Tell us about your recent experience of public services. Your feedback, good or bad, shows us where we need to do better.

2. Have you used any public service in the last six months?

   Choose one:

   • Yes
   • No

3. Which public service have you used most often in that time?

   Condition: Shown to recent service users

   Choose one:

   • Public transport
   • Healthcare
   • Education
   • Policing and public safety
   • Libraries
   • Other

4. Which service was it?

   Condition: Shown when Other was chosen

   Open answer

5. Overall, how satisfied are you with that service?

   Condition: Shown to recent service users

   Choose one:

   • Very dissatisfied
   • Dissatisfied
   • Neutral
   • Satisfied
   • Very satisfied

What Shaped Your Experience

Condition: Shown to recent service users

1. Thinking of that same service, how would you rate each of the following?

   • Quality of the service
   • How quickly staff respond
   • How easy the service is to get to and use
   • How open and clear the procedures are
   • Value for the money it costs

   For each row: choose one:

   • Very poor
   • Poor
   • Fair
   • Good
   • Excellent

2. Which of these mattered most to you, and why? (optional)

   Open answer

What Should Improve

Condition: Shown to recent service users

1. From your own experience, what is the most important thing public services should do better?

   Open answer

Looking Ahead

Condition: Shown to recent service users

1. Rank these aspects of the service by how much they matter to you (1 = most important).

   • Quality
   • Cost-effectiveness
   • Accessibility
   • Speed and efficiency
   • Customer service

   For each row: choose one from a list:

   • 1
   • 2
   • 3
   • 4
   • 5

2. What new services, or changes to existing ones, would you like to see? (optional)

   Open answer