Public sentiment takes many forms, from surveys and feedback forms to website analytics and social media. Granicus’ Government Experience Insights (GXI) helps government organizations make sense of these different data points, providing an organized picture of public sentiment agencies can use to deliver efficient service and respond quickly to community needs.
In early 2025, we launched the GXI platform in a limited release, and the response from our early adopter agencies has been nothing short of remarkable. In just a few months, these agencies have gathered more than 50,000 resident inputs providing real-time feedback on the digital services their governments provide. These insights — collected through always-on intelligent feedback channels — are already reshaping how we understand and improve public service delivery.
What residents are telling us
One of the most consistent themes emerging from GXI data is how residents perceive different government services. Parks and fire departments are leading the way in positive sentiment, with more than 85% of respondents expressing satisfaction. These services are clearly resonating with communities and setting a benchmark for excellence that other agencies can compare against.
As one customer put it, “We use this as part of our customer service group review meetings to see: Are we hitting the mark where we expect to? Are we finding things that we didn’t expect?”
Conversely, roads and sidewalks are drawing the most consistent negative feedback, with approval ratings falling below 35%. Bike infrastructure and public transportation fare even worse, with satisfaction levels under 25%. These insights point to areas where governments can focus their efforts to improve public perception and service quality.
Understanding the “why” behind the feedback
GXI’s AI-powered analysis goes beyond surface-level metrics. It helps agencies uncover the drivers of sentiment, both positive and negative. Why do residents feel the way they do about certain services? What stories are being told — or not told — about service delivery? These are the questions GXI helps answer.
By identifying pain points and areas of excellence, agencies can proactively communicate progress and improvements, reinforcing that resident voices are not only heard but acted upon. This cycle of listening, adjusting, acting, and showing is the foundation of genuine engagement and trust.
Clarity of content vs. clarity of process
Another compelling insight from GXI is the gap between content clarity and process understanding. While 74% of residents report that the content provided is clear, only 63% feel they can find what they need, and just 56% understand what happens next in a given process.
This tells us that clarity of content alone isn’t enough. Residents need to understand the full journey, from finding information to completing a service. GXI helps agencies pinpoint exactly where these breakdowns occur and highlights successful strategies from other communities to guide improvements.
Why these insights matter
Every friction point we eliminate is a win for both residents and agencies alike. It’s one less phone call, one fewer in-person visit, and one more opportunity to build trust.
As one customer puts it, “The really insightful things I’ve picked up so far are the granular things like, ‘I wish I could do this easier on the website.’”
When residents can find, follow, and finish a digital service seamlessly, they don’t just rate that experience higher, they rate their entire city higher.
In fact, GXI data shows that residents who perceive their city as unresponsive to inquiries are 8 to 12 points less likely to rate their city positively as a place to live. That’s a powerful reminder of how digital experiences shape broader civic sentiment.
What’s next for GXI
The early months of GXI have been a learning journey, validating long-held assumptions and uncovering new insights we hadn’t considered. The base edition, GXI Foundations, is now available free of charge to any agency ready to integrate always-on sentiment analysis into their digital services. Here are four powerful ways this free tool can help agencies turn data into impactful action, fast:
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Replicate success at scale: Validate what’s working, and why. GXI Foundations surfaces resident feedback that confirms high-performing services and reveals the drivers behind their success. Agencies can use these insights to replicate successful elements, like speed and simplicity, across other services for broader impact.
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Identify and fix hidden friction points: Residents often face frustrations they don’t formally report, and GXI Foundations brings those issues to light. Simple changes — like adding a checklist to an application process — can dramatically improve satisfaction and reduce support burden.
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Prioritize resource allocation: Focus on what matters most. GXI Foundations helps agencies align investments with resident priorities, especially when budgets are tight. Redirecting resources based on feedback, such as expanding valued recreation programs, leads to higher satisfaction and smarter spending.
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Build trust through meaningful impact: Close the feedback loop. GXI Foundations turns “we hear you” into “we hear you — and here’s what we’re doing about it.” When residents see their input lead to visible improvements, trust grows and engagement deepens. Residents also want to feel heard; even if their comment does not inspire change, it lets them know people listen and consider what they think.
The results speak for themselves: better experiences, smarter decisions, and stronger communities. And this is just the beginning. Click here to get started with GXI Foundations at no cost.
