Public institutions and municipal services
Improve public services with what citizens already wrote
Municipal buildings, service centers and public offices get reviewed on Google, Yandex Maps and Tripadvisor too¹. Fidkeep gathers those reviews by service point and separates reception, waiting and processing time themes.
- Challenge
Citizens describe their visits on Google, but inside the institution those reviews belong to no one.
- Recurring theme
Reception, processing time and poor directions keep coming up at service buildings.
- With Fidkeep
The institution tracks reviews by service point and publishes measured replies free of personal details.
What reviews mean in this industry
Citizens usually visit a public building because they have to: a document, an application, a payment. Not knowing where to go or waiting too long is enough to put the experience on Google.
In most institutions, nobody owns these reviews. Departments don't see their own, recurring issues go unreported, and citizens never feel their words were read.
What customers write about most
- Reception and directions
How easy it is to find the right desk once inside.
- Processing time
How long applications and paperwork take, and time spent in the queue.
- Service buildings
Cleanliness, seating, accessibility and parking.
Which topics does Fidkeep track in this industry?
A star rating tells you how happy customers are; topics tell you why.
Fidkeep sorts every review in this industry into the topics below and marks, for each topic, whether the customer spoke positively, neutrally or negatively. If one review praises one topic and complains about another, you see both. Filter by topic and sentiment, and when a negative review lands on a topic that matters, Smart Rules email the right person.
Topics in this industry6
- Service / Staff
- Speed / Waiting
- Transactions / Procedures
- Information / Communication
- Cleanliness / Hygiene
- Location / Access
Example in the app
- Service / Staffpositive
- Speed / Waitingneutral
- Transactions / Proceduresnegative
How teams work with Fidkeep
Every service point in one place
Reviews from all buildings in one list, filtered by rating and reply status.
Measured, respectful replies
AI drafts in an institutional tone. The team checks for personal details and publishes.
Assign teams to units
On higher plans, assign team members to each service point so the responsible unit replies.
What to watch in the monthly report
- Service point comparison
See which buildings draw the most reception and waiting complaints.
- Processing time trend
Watch how reviews about slow processing change month to month.
- Buildings and access
Follow reviews on accessibility and building conditions with the text attached.
Frequently asked questions
Clear answers on product, data and billing.
Which review topics does Fidkeep track for public institutions and municipal services?+
Fidkeep sorts reviews in this industry into these topics: Service / Staff, Speed / Waiting, Transactions / Procedures, Information / Communication, Cleanliness / Hygiene, and Location / Access. For each topic it marks separately whether the customer spoke positively, neutrally or negatively.
Do I choose the topics?+
No. Fidkeep identifies your industry from your location's Google category and uses that industry's topics.
Can one review cover more than one topic?+
Yes. Each topic gets its own sentiment, so if a review praises one topic and complains about another, you see both.
Are my older reviews tagged too?+
Yes. When you connect a location, past reviews are tagged in the background. Older reviews don't trigger Smart Rules notifications.
What should public institutions and municipal services watch in the monthly report?+
Service point comparison: See which buildings draw the most reception and waiting complaints. Processing time trend: Watch how reviews about slow processing change month to month. Buildings and access: Follow reviews on accessibility and building conditions with the text attached.