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Online Government Services Usability Survey Template

Collect citizen feedback on online government services. Measure satisfaction and usability to improve accessibility and transparency. Launch in minutes.

What's Included

AI-Powered Questions

Intelligent follow-up questions based on responses

Automated Analysis

Real-time sentiment and insight detection

Smart Distribution

Target the right audience automatically

Detailed Reports

Comprehensive insights and recommendations

Sample Survey Items

Q1
Numeric
In the past 3 months, how many different online public services did you use?
Accepts a numeric value
Whole numbers only
Q2
Multiple Choice
Which types of online public services did you use in that period? Select all that apply.
  • Paying taxes or fees
  • Applying for permits or licenses
  • Accessing benefits or services
  • Reporting an issue (e.g., pothole, noise)
  • Booking appointments
  • Searching for official information or records
  • Other
Q3
Opinion Scale
Overall, how easy was it to use these online services?
Range: 1 – 10
Min: Very difficultMid: NeutralMax: Very easy
Q4
Rating
How often did you complete tasks on your first try?
Scale: 11 (star)
Min: NeverMax: Always
Q5
Matrix
Please rate your agreement with each statement about the online services you used in the past 3 months.
RowsStrongly disagreeDisagreeNeither agree nor disagreeAgreeStrongly agree
The steps to complete tasks were clear•••••
Eligibility rules were easy to understand•••••
Processing times were communicated up front•••••
I understood what data was collected and why•••••
I could check the status of my request•••••
Q6
Multiple Choice
Which, if any, accessibility barriers did you encounter? Select all that apply.
  • Small text or low contrast
  • Difficult to navigate with keyboard only
  • Issues with screen reader compatibility
  • Missing captions or transcripts
  • Forms incompatible with assistive technologies
  • Complex or unclear language
  • Short session timeouts or time limits
  • Other
Q7
Rating
Overall, how would you rate the accessibility of these services?
Scale: 11 (star)
Min: Very poorMax: Excellent
Q8
Opinion Scale
How transparent were the services about decisions, fees, and data use?
Range: 1 – 10
Min: Not transparentMid: NeutralMax: Highly transparent
Q9
Opinion Scale
Attention check: To confirm you're paying attention, please select 'Neither agree nor disagree' for this item.
Range: 1 – 10
Min: Strongly disagreeMid: Neither agree nor disagreeMax: Strongly agree
Q10
Ranking
Rank your preferred support channels when you need help (1 = top choice).
Drag to order (top = most important)
  1. Phone support
  2. Live chat with an agent
  3. Email support
  4. In-person help desk
  5. Help articles / FAQs
  6. Automated chatbot
Q11
Constant Sum
Allocate 100 points across the aspects that matter most to you in online services.
Total must equal 100
  • Ease of use
  • Clear instructions and language
  • Fast processing
  • Ability to track status
  • Data privacy and security
  • Accessibility
  • Human support availability
Min per option: 0Whole numbers only
Q12
Long Text
What is one improvement that would most help you complete tasks online?
Max 600 chars
Q13
Dropdown
What is your age group?
  • 18–24
  • 25–34
  • 35–44
  • 45–54
  • 55–64
  • 65+
  • Prefer not to say
Q14
Multiple Choice
Which of the following best describes your gender?
  • Woman
  • Man
  • Non-binary
  • Prefer not to say
Q15
Short Text
Which country or region do you currently live in?
Max 100 chars
Q16
Dropdown
What is the highest level of education you have completed?
  • Less than high school
  • High school diploma or GED
  • Some college or trade school
  • Bachelor’s degree
  • Graduate or professional degree
  • Prefer not to say
Q17
Multiple Choice
What is your current employment status?
  • Employed full-time
  • Employed part-time
  • Self-employed
  • Unemployed and seeking work
  • Unemployed and not seeking work
  • Student
  • Retired
  • Unable to work
  • Prefer not to say
Q18
Long Text
Is there anything else you would like to share about your experience with online public services?
Max 600 chars
Q19
AI Interview
AI Interview: 2 Follow-up Questions on Online Public Services Usability
AI InterviewLength: 2Personality: [Object Object]Mode: Fast
Q20
Chat Message
Thank you for your time—your feedback will help improve online public services.

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