Ease of accessing the service
Measure the effort required from the start of a request to completion and identify steps that need simplifying.
Beneficiary experience
Measure customer experience in government services
Rihla helps government organisations listen to beneficiaries at each touchpoint, connect feedback to service stages, and build a clearer view of the experience.
Beneficiary experience
One journey, even when channels multiply
A service journey may begin on a website, move to a contact centre or branch, and end when the service is delivered. Measuring each channel in isolation does not show where the journey became difficult or what affected satisfaction.
Rihla brings surveys, experience metrics, and journey mapping together so teams can interpret results by service, touchpoint, and stage.
What is worth measuring?
Consistency across channels
Compare web, contact-centre, and branch experiences to find breaks or repetition in the beneficiary journey.
Clarity of process and communication
Understand how instructions, messages, and request updates influence confidence and satisfaction.
How does Rihla support measurement?
Start with the service you want to improve, then build measurement around its journey instead of relying on a general survey.
- 01
Map the beneficiary journey
Define the service stages and the digital and physical touchpoints beneficiaries move through.
- 02
Build the measurement
Use questions suited to each stage and connect them to CSAT, NPS, or CES where relevant.
- 03
Collect feedback across channels
Distribute measurement through links, QR codes, and field devices at appropriate touchpoints.
- 04
Analyse results in context
Read metrics, comments, and sentiment by service and stage, then identify priorities for follow-up.
Questions the measurement can help answer
- At which stage do beneficiaries exert the most effort?
- Which touchpoint has the greatest effect on satisfaction?
- What themes recur in beneficiary feedback?
Start with one beneficiary journey
Describe the service you want to measure, and Rihla will help you build a survey around its context and stages.