Public sector
Citizen Experience
Administrations, local authorities, public institutions: citizens assess their in-person or online journey in Arabic, French, or Darija. You track service quality counter by counter and prove improvements.
Challenges
Delays are hard to measure objectively
Few structured user feedback loops
A need for transparency and proof
What we measure
DelaysReceptionCleanlinessFirst-contact resolutionProcess clarity
What it changes
Proof of action for oversight bodies.
Who speaks : Citizens at counters and online
KPIs tracked
Processing time
First-contact resolution
Reception
Satisfaction by counter
Typical scenario
A municipal counter shows declining satisfaction. JABB CX sends mystery shoppers, who confirm opening hours are not being respected. The report becomes the basis for the improvement plan presented to the council.
