Why Public Service Agencies in Uganda Must Embrace Feedback Analytics

Rebuilding Trust Through Listening

In Uganda, public trust is one of the most powerful currencies government agencies hold – and one of the easiest to lose. Whether citizens are applying for permits, visiting offices, or using online services, their experiences shape how they view public institutions.

Yet, many agencies still lack the tools to gather and act on that feedback efficiently.

The Reality of Service Satisfaction

According to the Uganda Revenue Authority’s 2024 Client Satisfaction Survey, satisfaction levels ranged between 62% and 77% across regions – an improvement from previous years, but still leaving much room for growth.

Meanwhile, another national survey revealed that 31% of all consumer complaints in Uganda came from transport-related public services – a sign that communication and responsiveness remain key pain points.

Modern Tools for Modern Governance

Feedback Master’s Customer ExperiencePulse™ and Interactive Report Dashboards™ platforms help public agencies close the gap between citizen expectations and service delivery. Through digital surveys, SMS feedback, and interactive dashboards, government departments can now capture citizen voices, track issues in real time, and make transparent improvements.

Leaders gain access to live dashboards showing satisfaction scores by region or service – transforming decision-making from reactive to proactive.

A Data-Driven Path to Public Trust

Agencies using feedback analytics have reduced response times by up to 30% and improved satisfaction scores by over 40%. By listening more effectively, public offices can not only deliver better service but also build the trust that sustains national progress.

In modern governance, feedback isn’t bureaucracy – it’s leadership.