Service survey results are out

In November 2023, every Heerlen resident was able to fill out the Heerlen Municipality service survey. The results are now available. On average, the services of Heerlen municipality receive a 6.6. Heerlen citizens are most satisfied with the wide range of possibilities to get in touch with the municipality, the easily accessible office buildings and the opening hours. Points for improvement are the handling of complaints, responsiveness and "doing what you say.

The survey is divided into four different categories: contact with the municipality, involvement in plans, appreciation of municipal services and communication & information.

Contact with the municipality

Heerlen people prefer to get in touch with Heerlen municipality via e-mail or the general telephone number. Heerlen people who have had recent contact with the municipality (about 4 in 10) were satisfied with the clarity of the information they received. People also appreciated the ease with which they could ask a question at the counter. In addition, communication about the processing of the application was least appreciated.

Involvement in council plans

Heerlen residents rate involvement in plans a close second, a 6.1. Residents are not satisfied with how the municipality listens to their opinions or involves them in plans, activities and facilities. At most, one in four residents is positive about the municipality's involvement in plans.

Rating municipal services

More than half of Heerlen residents are satisfied with the opening hours and accessibility of the city office. Points for improvement according to Heerlen people are: responsiveness and complaint handling. In addition, Heerlenaren find that you have to live up to what you say. So "do what you say" they find very essential.

Communication and information

Residents are most satisfied with the findability of information from the municipality and the use of understandable language in communication. Heerlen residents are least satisfied with the clarity of interests in decisions and clarity of choices in decisions. 

Continued

To improve our services, we have already made a number of improvements. The results of this survey form the basis for improvements in our service. To measure the impact of our improvements, this service survey will be repeated in 1-2 years.