Hear from the residents who never come to the grievance counter
A citizen satisfaction survey tells a department or city body how residents experience its services: water supply, sanitation, roads, police response, certificates, hospitals. Bharat Survey designs samples by ward, block or police station area, asks neutral questions in the resident's language, and runs doorstep or phone interviews verified by GPS and time. The result is a service-by-service, area-by-area score with the complaints behind it, gathered from ordinary residents and not only from those who file grievances.
- Random samples by ward, block or station area
- Neutral wording reviewed before fieldwork
- Anonymous interviews with recorded consent
- Scores with sample sizes and verbatim themes
- Comes regularly
- Comes sometimes
- Rarely / never
- Don't know
Why ask citizens directly
Satisfaction on its own is vague. We break each service into experiences a resident can report accurately: how many hours of water supply yesterday, whether garbage was collected this week, how long a certificate took, whether a complaint was resolved. Satisfaction questions come after these facts, so the score can be explained rather than just reported.
Sampling that represents residents
Households are sampled within each ward or block using a listing or random-walk method, with quotas for gender and age where needed. Informal settlements and outer wards are included on purpose, because they often have the weakest services and the smallest voice in feedback channels.
Neutral questions
Questions name the service, not the officer or the government in power. Answer scales are balanced, and the questionnaire avoids wording that invites praise or complaint. We share the draft with you, but we do not accept edits that make questions leading.
Services commonly covered
- Drinking water supply
- Solid waste collection
- Drainage and roads
- Streetlights
- Public health facilities
- Police and public safety
- Certificates and licences
- 01
Scope and service list
We agree services, geography and the unit you need scores for: ward, zone, block or police station area.Week 1
- 02
Questionnaire and pilot
Experience and satisfaction questions in Hindi, English or the local language, piloted in two areas outside the sample.Week 2Survey 3/6 · AmenitiesOfflineHow is drinking water in your area?- Comes regularly
- Comes sometimes
- Rarely / never
- Don't know
✓ Section saved on phone · autosaveBackNext - 03
Verified fieldwork
Doorstep interviews on the offline app, each with GPS, time and duration. Out-of-area records are held for review.Weeks 3–4Location evidenceSurvey #BS-0412- In areaInside approx. boundary
- Accuracy±12 m
- Time09:42 · fresh fix
- Mock GPSNot detected
- Interview length11 min
Added to accepted count - 04
Scores and themes
Service scores by area with confidence ranges, plus coded themes from open comments, delivered on a dashboard and in a report.Week 5Ram Kumar · shift on26.8467 N · 80.9462 E · ±12 m14Received12Accepted1Review1Outside
- Comes regularly
- Comes sometimes
- Rarely / never
- Don't know
- In areaInside approx. boundary
- Accuracy±12 m
- Time09:42 · fresh fix
- Mock GPSNot detected
- Interview length11 min
Safety surveys ask about fear, crime and police contact. They need extra protection for respondents.
Survey agency for law enforcement and public safety feedback
- Anonymous interviews
- No names or addresses in the dataset
Law enforcement and public safety feedback survey services India
- Station-area samples
- Women interviewed by women enumerators where possible
Independent collection and evaluation
- Enumerators independent of the department
- Raw data handed over with method note
Hello, I am Ram Kumar. This survey is run by Sample Organisation. Purpose: to learn about amenities in your area. It is voluntary, and you can say no at any time.
Your staff, our app
City bodies and departments with their own field staff or volunteers can buy seats and run feedback rounds themselves. Forms, ward assignments and verification work the same as in our managed surveys.
- Seat-based pricing
- LGD-mapped wards and villages
- Home 15 · RamlalDone
- Home 16 · SunitaDone
- Home 17 · LockedRevisit
- Home 18 · MohanFilling…
Live progress by ward
Supervisors see interviews by ward as they sync, with flags for out-of-area or unusually short records.
- Ward progress
- Quality flags
Beyond service delivery, departments sometimes need public opinion on a proposed policy: a parking fee, a market relocation, a new bus route. As a public opinion survey agency, we keep these surveys neutral and representative, present options without advocacy, and publish method notes with results if you choose to release them.
What we avoid
Surveys designed to justify a decision already taken, questions that frame one option as the government's preferred choice, and political party preference questions inside government-commissioned studies.
Decided
- Services and geography in scope
- Unit for scores: ward, block or station
- Whether results will be published
- Who acts on findings
Avoid
- Only surveying grievance filers
- Questions naming officials
- One city-wide score
- Collecting names with opinions
Plan for
- A repeat round to show change
- Women enumerators for safety modules
- Language versions
- Sharing results with ward staff
Not the right fit if
- Surveys meant to support a publicity claim
- Identifying individual complainants
- Political preference questions in a government study
- Results needed within a week of the brief
A good fit if
- Ward or block-level service scores
- Repeat rounds tracking improvement
- Sensitive public safety modules
- Departments wanting independent collection
Government solutions
Survey services and software for departments.
Learn moreसरकारी सर्वे (Hindi)
Government surveys explained in Hindi.
Learn moreGeM procurement
Buying survey services through GeM.
Learn moreEmpanelment
What empanelment processes ask for.
Learn moreThird party evaluation
Independent evaluation of schemes.
Learn moreStraight answers to the questions people ask most about this topic.
How many residents should a citizen satisfaction survey cover?
Enough to give a usable score for each unit you want to compare. A single city-wide score needs a modest sample; separate scores for every ward multiply it. We recommend reporting at zone or cluster level when ward samples would be too small, and share the calculation before fieldwork.
Are citizen survey responses anonymous?
Yes. We do not record names or exact addresses with opinions. GPS is used to verify the interview happened in the assigned area and is reported only at area level. For safety and police modules, we take extra care with how and where interviews are conducted.
Can results be published?
That is your decision. If you publish, we recommend including the sample size, method, dates and margin of error for each figure. We will not publish or share your results with anyone else.
Can our staff run the survey using your app?
Yes. Buy seats for staff or volunteers, load the questionnaire and wards, and run rounds yourself with the same GPS and time verification. Independent enumerators are still better where staff are being assessed on the results.
Tell us the services, the city or district and the unit you need scores for. We will send a sample plan and questionnaire outline.