Trust in public services and institutions
The Trust in public services and institutions template gauges how much citizens rely on organizations that carry out socially significant functions. It clarifies what shapes trust and how people perceive the transparency, accessibility and quality of public services. Use it to track public sentiment and pinpoint where confidence is gained or lost.
What the “Trust in public services and institutions” survey measures
The survey opens by defining what counts as a public service, then measures the overall level of trust and how often respondents actually use or interact with these services. It identifies the factors that drive trust — transparency, effectiveness, staff professionalism, personal experience, reputation and availability of information — rates how clear and convenient the services feel for citizens, reveals which channels (official websites, information centers, public events, online services or in-person contact) inspire the most trust, and assesses how far institutions are seen to consider citizens' interests, ending with an open question about what would raise trust.
Who the “Trust in public services and institutions” template is for
It suits public administrations, municipalities, non-profits and utilities, as well as researchers and communication teams studying civic attitudes. It is valuable ahead of a service reform, after launching a new online portal, or as a recurring barometer of public confidence. Agencies wanting to compare in-person and digital channels, or to benchmark perception against actual usage, will get particular value.
How to adapt the template to your needs
Replace the generic definition with the specific institution or service you are studying — a health service, a tax office or a local council. Localize the trust factors and interaction channels (add a mobile app or a call center if relevant), and remove options that do not apply. You can branch the frequency question so that non-users receive different follow-ups than regular users, and turn the open final question into structured suggestions if you need actionable comparisons.
Questions and answer options
Answer options:
— Fully trust
— Mostly trust
— Neutral
— Mostly do not trust
— Do not trust at all
Answer options:
— Regularly
— From time to time
— Rarely
— Never
Answer options:
— Transparency of work
— Effectiveness of services
— Professionalism of staff
— Personal experience
— Reputation
— Availability of information
Answer options:
— Official websites
— Information centers
— Public events
— Online services
— In-person communication with specialists
