Service survey results 2023
In December 2023, the municipality of Kerkrade conducted a service survey. This survey is conducted biannually in cooperation with the other Parkstad municipalities (Brunssum, Beekdaelen, Heerlen, Landgraaf, Simpelveld and Voerendaal). This measures satisfaction with service delivery, communication and involvement among residents.
The survey was conducted in cooperation with research firm Invior. Residents of the municipality of Kerkrade were able to participate via digital panel TipKerkrade, or via an open link shared through various communication channels. A total of 559 residents of the municipality of Kerkrade participated. This is more than enough to obtain reliable and representative results.
Results
The main results are summarized in the infographic below. Residents gave the municipality of Kerkrade the following marks on average (score between 1 and 10):
- Service: 6.8
- Involvement in plans: 6.4
- Communication and information: 6.2
- Livability: 7.2
These results are similar to the ratings the other Parkstad municipalities received and the results of previous service surveys. We at the municipality of Kerkrade are always working to improve services, but a number of areas emerged from the survey that need more attention. These are complaint handling, responsiveness, transparency and supervision and enforcement. Good scoring items are (digital) accessibility and language use.
Getting Started
This year, the municipality of Kerkrade began creating a new vision for service delivery. The areas of concern that have emerged in this study provide a good basis for getting started. In the second half of this year, the municipality of Kerkrade will enter into further discussions with residents and entrepreneurs in order to arrive at a good vision for services. To measure the impact of the municipality's improvements, this service survey will be repeated in 1 or 2 years.
To everyone who participated in the survey: thank you for your participation.
Do you have questions about the survey? If so, please contact us at gemeentehuis@kerkrade.nl.