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Insight into customer satisfaction with the Passend Lezen library service
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Hans de Jong
Client Consultant
The Citizen Survey provides insight into the well-being and involvement of neighborhood residents and target groups. By focusing on issues that score relatively low, policy can be tailored to the wishes of residents. With this information, the Municipality of Ooststellingwerf can further increase satisfaction among its citizens.
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Objective Mapping the well-being and engagement of the residents of the Municipality of Ooststellingwerf. |
Method Using a random sample drawn from the Municipal Personal Records Database of the Municipality of Ooststellingwerf, 4,000 residents were invited to participate in the Citizen Survey. |
Effect Representative results, broken down by the different districts of the Municipality of Ooststellingwerf, which provide the municipality with insight into the well-being and involvement of its residents. In addition, the results of this Citizen Survey have been published on the website www.waarstaatjegemeente.nl. |
Method
The survey was designed in accordance with the guidelines for the Citizen Survey drawn up by the Association of Netherlands Municipalities (VNG). All 4,000 residents selected for the Citizen Survey on the basis of the sample were invited by letter to participate in the survey. This letter contained a link to the questionnaire and a unique code that could be used to log in. In order to give residents who do not have access to the internet the opportunity to participate, they could also request a paper version of the questionnaire from Markteffect.
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What has the Municipality of Ooststellingwerf done about it?
Based on the results of the Citizen Survey, the Municipality of Ooststellingwerf has identified themes on which it intends to focus in the coming periods. The idea is to repeat the Citizen Survey in two years' time, so that the impact of the municipality's efforts on the various themes can be assessed.
Would you also like to conduct a citizen survey?
As a municipality, you can conduct the Citizen Survey yourself or outsource it to a research agency. We have extensive experience in this area and can take care of everything for you. In addition, we offer the option of presenting the results to the Municipal Executive and/or the Council.
See also
To give you a good idea of how market research works in practice and what it can deliver for you, we have put together a few interesting case studies. You may recognize some of the issues, for example, because you have encountered them within your own organization.
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