A professor at the University of Johannesburg and a governance expert, Prof Ebo Hinson, has emphasised the importance of prioritising citizen feedback as a core component of customer service strategies in the public sector.
According to Prof Hinson, adopting this approach is essential to ensuring that government policies and programs effectively meet the needs of the citizens they are designed to serve.
In a discussion on Citi Business Festival on X Spaces on June 11, 2025, Prof Hinson advocated for the appointment of dedicated staff to manage and respond to public feedback. "You need to have public sector entities that operate with proper feedback loops, hotlines, and adopt what we call social listening," he stated.
His call for a feedback-driven approach in the government sector comes at a time when citizens are increasingly demanding greater accountability and transparency from their leaders. "These days, when you have a social media platform, you don't just leave it there like a conduit you've planted. "You must ensure there are people actively gathering sentiments, analysing comments, and using that data to improve service delivery," he noted.
