Customer satisfaction surveys for municipalities

Know how residents experience your services.

A customer satisfaction survey (KTO) shows how residents and business owners experience contact with your municipality: at the counter, on the phone, through the website or during a customer journey such as a permit application. You see what is going well, where the difficulties lie and whether improvements are having an effect.
  • Municipal services
  • Conversation with a resident
  • Team viewing the results of a customer satisfaction survey

Our approach

  • 1. Measure the right moments.

    Design

    Together, we choose which touchpoints and customer journeys you want to track: counter, telephone, website, or specific services such as civil registration or social care and support.
    • Touchpoints
    • Customer journeys
    • Baseline or continuous measurement

  • 2. Make measurement accessible.

    Fieldwork

    Short questionnaires immediately after contact, in plain language. We analyse open-ended responses with AI and a researcher interprets the findings. Where needed, we explore further through interviews.
    • Short and accessible
    • Open-ended responses with AI
    • GDPR and ISO 27001

  • 3. Improve and demonstrate the impact.

    Result

    You receive a dashboard and concrete areas for improvement for each channel. Where possible, we compare with other municipalities so you can see where you stand.
    • Dashboard
    • Areas for improvement by channel
    • Comparison with other municipalities

15+ years of research into citizen contact.

2000+ studies, ISO 20252 certified. Among other things, we benchmark municipal social services on our Cviews platform.

In practice

All case studies

Frequently asked questions

  • A customer satisfaction survey among residents and business owners about their experience of municipal services, by channel or customer journey.

  • A one-off measurement provides a baseline. Continuous measurement after contact shows whether improvements work. Many municipalities combine both.

  • With short questionnaires in plain language, different channels and personal conversations where needed. We make sure residents do not receive questionnaires unnecessarily often.

  • Yes, where comparable data is available. For example, we benchmark municipal social services on our Cviews platform.

  • We work in accordance with the GDPR and ISO 27001, and never report findings that can be traced back to individual residents.

Improve your services based on evidence?

Discuss which touchpoints you want to measure. We help you develop a design that suits your municipality.