CORE FOR GOVERNMENT
The Ultimate Payment Constituent Experience Questionnaire
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THE assignment
It’s time to assess your constituent payment experience.
Whether you collect that information through annual surveys or a randomized text message, analyzing feedback will allow you to make changes and improve your overall constituent experience.
Consider sending this questionnaire at least once per year and through a digital communication channel, if possible. Email open rates sit around 20% while texting boasts 98%. If necessary, send a printed version of this questionnaire and request hard copy returns. Compile the data to see trends in your payment experience and assess areas for improvement.
Improve your constituent payment experience by accepting American Express and all card brands.
Clearly label credit cards, including American Express, as a payment option with printed signs for your office
Clearly label credit cards, including American Express, as a payment option with digital decals on your website
Download or order free digital assets, printed signs, and supplies.
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View Sources
SOURCES
Here are the original sources for the numbers and statistics used in this experience.
2019 Findings from the Diary of Consumer Payment Choice
New Study Reveals 83% Of Consumers Want To Pay Bills Online
Cash vs Credit Card Spending Statistics (2021)
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Overall, how satisfied are you with the payment experience (local government name) offers for your (add services constituents pay for here)?
The Ultimate Payment Constituent Experience Questionnaire
QUESTION 01
1
2
3
4
5
most
satisfied
LEAST
satisfied
NEXT QUESTION
NEXT QUESTION
1
2
3
4
5
most
satisfied
LEAST
satisfied
How satisfied are you with the payment options available to you as you make payments to (local government name)?
QUESTION 02
PREVIOUS QUESTION
PREVIOUS QUESTION
NEXT QUESTION
Online payment portal
Which payment options would you be most likely to use if available in the future? (select all that apply)
QUESTION 03
Online payment option on govt. website
Mail-in payments
Mobile payments through an app
Mobile payments through a text
Other
CLEAR RESPONSES
PREVIOUS QUESTION
NEXT QUESTION
1
2
3
4
5
most
satisfied
LEAST
satisfied
How satisfied are you with the credit card options available to use?
QUESTION 04
PREVIOUS QUESTION
CLEAR RESPONSES
NEXT QUESTION
Discover Card
VISA
MasterCard
American Express
Which credit card options would you be most likely to use if available in the future? (select all that apply)
QUESTION 05
PREVIOUS QUESTION
NEXT QUESTION
1
2
3
4
5
most
satisfied
LEAST
satisfied
How easy is our website to navigate?
QUESTION 06
PREVIOUS QUESTION
NEXT QUESTION
1
2
3
4
5
most
satisfied
LEAST
satisfied
How easy or difficult is it to find out how to make a payment to (local government name)?
QUESTION 07
PREVIOUS QUESTION
NEXT QUESTION
Yes
Do you know who to talk to or where to find contact information in case of a question or concern with (local government name)?
QUESTION 08
No
Not Sure
Thank you for completing the Payment Constituent Experience Questionnaire.
THANK YOU!
Questions presented are not meant to be comprehensive but to be used as a tool to start internal conversation. This tool does not record your responses, please use an offline tool if you would like to track your responses.
RESTART QUESTIONNAIRE
PREVIOUS QUESTION
FINISH Questionnaire
What changes would you like to see to make it easier to make tax, DMV, and other government specific payments to (local government name)?
QUESTION 09
Answer this question offline: