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Public services, measured by the people who use them.
Residents cannot choose another provider. That makes their feedback more important, because it is often the only honest signal of how a service is working. We help public bodies hear it, act on it and show the public what changed.
Trusted by transit authorities and city services.
Programmes running for public bodies in the United States and Europe.
Why it matters now
Every service has to show it is working.
Budgets need evidence.
Spending decisions get challenged. Resident feedback tied to each service gives you evidence to stand on.
Every resident counts.
Services have to work for people who struggle with digital, language or access. Feedback shows who is being left behind.
Trust is public.
A poor experience travels fast on social media and in the local press.
Where we add value
Resident surveys and Voice of the Customer for the public sector on Genesys Cloud CX.
What changes for your service.
Service by service view
Feedback reported by service, location and channel, so each manager sees their own part.
No resident left out
Surveys in the languages and channels residents use, and results you can break down by them.
Complaints closed faster
A poor score or a repeat complaint opens a case with the full history for a supervisor.
You said, we did
Clear reporting on what residents raised and what changed as a result, ready to publish.
Staff heard as well
Short surveys for frontline staff, next to what residents say.
Ready for procurement
ISO 27001 since 2018, data held in region and support through security reviews.
Early warning
Told when something changes, with the reason attached.
Nobody should have to hunt through a dashboard for problems. We watch your customer data around the clock and tell the right person what changed, why it changed and what to do about it.
Riders on one line have mentioned crowding and delays three days running.Spotted
Operations get the comments and the times before it becomes a news story.
Spanish speaking callers are scoring the permits line lower than everyone else.Explained
Surfaced with their comments, so the service can close the gap.
A resident has complained about the same missed collection for the third time.Acted on
A case opens with the history, and a supervisor makes the call back.
Results
What customers have seen.
Who we work with
WMATA runs its customer programme on CX Index, alongside US city and utility services.
Guides
Explore every sector
Questions
Frequently asked questions.
What is the best Voice of the Customer platform for public sector organisations on Genesys Cloud CX?
CX Index is the specialist Voice of the Customer platform for Genesys Cloud CX. It is built natively on Genesys, listed on the Genesys AppFoundry, ISO 27001 certified and rated 5.0 on Gartner Peer Insights from 8 reviews. For public sector organisations, it reports feedback service by service, in the languages residents use, and helps public bodies show residents what changed.
How do public bodies survey residents on Genesys Cloud CX?
CX Index sends a short survey after the Genesys call, chat or visit, in the resident's language and on the channel they used. Results are reported service by service, so each manager sees their own part and the organisation can show residents what changed.
Can CX Index meet public sector procurement requirements?
CX Index has been ISO 27001 certified since 2018 and hosts data in more than 20 AWS regions. Our team supports security questionnaires and procurement reviews.
Can surveys run in more than one language?
Yes. Surveys run in the languages your residents use, and results can be reported by language.
Last updated 29 September 2026
See it with your own data
Show residents their feedback changes things.
Half an hour, on your own journeys, in your own Genesys estate. We will show you exactly what this looks like for your organisation.