Service research (2024-2025)
The Municipality of Voorne aan Zee would like to know how residents experience various services. To this end, the municipality commissioned a survey. For example, we looked at how residents experience means of communication and services such as applying for a passport and what could be improved. Not only residents and entrepreneurs were questioned, but also employees were asked how they experience the services and where they think there is room for improvement. This gives us a complete picture of the services.
On this page you will read the main results of the various studies.
Approach: depth in five themes
The survey of our services focused on 5 topics:
1. Letters
Recipients of municipal letters were asked to provide feedback on the letter (language, structure, formatting).
2. Communication Tools
A survey of our resident panel and other residents examined satisfaction with and needs around municipal communication tools.
3. Entrepreneur Counter
Entrepreneurs were surveyed about their experiences with and the services provided by the business counter.
4. Commonly used services and products
Four frequently requested municipal services were evaluated via short questionnaires completed by residents shortly after their request or report:
- Travel documents
- Public space reports
- Environmental Permits
- Removals
5. Employee survey
For the above four services and products, we also looked at the entire process with a group of concerned employees, as well.
Results in summary
The in-depth survey shows a more nuanced and in some ways more positive picture of our services than the 2024 Citizen's Survey. For example, the majority of letter recipients are satisfied with the letter they received, the municipality's means of communication are generally rated as good, and most residents who have used services are satisfied with the process, information and contact with staff. However, it does appear that further improvements can be made in simplifying information and clarifying processes. And more can be done to make the steps that residents have to follow easier. Clarity is the most important point of attention here. Residents are most satisfied with the service when the process, communication and language are simple and clear.
The survey of the business counter shows that the counter is not yet widely known among entrepreneurs, but that there is room to improve local services, including by further increasing the recognition and approachability of the counter. Entrepreneurs who know the counter particularly appreciate the practical support such as help with regulations and making connections with the municipality. In addition, a majority of entrepreneurs are open to more communication via e-mail, where they are interested in municipal entrepreneurial news and relevant information on laws and regulations.
Resident experiences with specific services
Residents' experience with four specific services was evaluated on process, information delivery and staff. Key findings:
Results by service:
- Travel documents: Very positive review due to short wait times and friendly staff.
- Removals: Clear and quick process.
- Environmental permits: Expert staff, but complex processes with long lead times.
- Reports public space: User-friendly website, but dissatisfaction with communication and handling.
Based on these results, we are making improvements so that our services are even better aligned with the needs and expectations of our residents and business owners.
The full report can be read in the pdf survey service.