New Research: How Digital Interactions Shape Resident Trust and Satisfaction

CivicPlus® is a trusted partner to more than 10,000 local governments across the country, providing unique insight into what matters most to community leaders—resident trust and satisfaction. To better understand how these dynamics are evolving, we conduct a resident trust and satisfaction survey twice a year. This report reflects insights from over 26,000 U.S. resident responses, with particular focus on 8,000+ interviews conducted in 2024 alone. The latest report offers data-driven insights into how trust and satisfaction are evolving and highlights the critical role technology plays in shaping the digital experiences that matter most to residents—and where local governments can make the greatest impact.

Residents across the United States are signaling a clear message to their local governments: trust remains relatively high—a promising trend for community leaders.

But trust, while essential, is not the standalone factor in resident experiences. Satisfaction—how residents feel about the quality and consistency of their everyday interactions with local services—is a different and more dynamic measure of the resident experience.

Satisfaction with local government is shaped not just by whether services are delivered, but by how they are delivered. As taxpayers, residents expect a certain baseline of reliable trash collection, safe streets, and responsive emergency services.

But satisfaction increasingly depends on the full range of interactions residents have with their local government, from paying bills online to finding information easily on a city’s website or receiving accessible and timely updates during a storm.

Each touchpoint influences resident satisfaction and potentially encourages perceptions of value, efficiency, and transparency

Key Findings in the Latest CivicPlus Resident Satisfaction Survey

Our research affirms that local governments are at a critical moment where the digital transformation of municipal services can significantly enhance public perceptions of leadership and drive sustainable community growth.

In fact, technology is the most effective lever local governments can use to close the gap between trust and satisfaction.

The latest survey coalesced around three key themes:

1. Quality of digital experiences directly shapes resident perceptions
   U.S. residents’ judgment of their local government leadership is linked to the quality of their online interactions with that agency.
2. Strategic technology investments are an advantage
   Community leaders who prioritize digital experiences that improve their resident interactions, focus on operational transparency, and ensure accessibility will experience important returns, like increased resident participation and greater community support for technology investments.
3. Resident trust and satisfaction are critical assets: ROI is there
   Trust and satisfaction levels strongly influence a community’s vibrancy, economic stability, and long-term health. Local governments that build trust and increase satisfaction are more likely to retain residents, attract businesses, stimulate economic growth, and increase civic engagement.

New Data on Artificial Intelligence, Web Accessibility, Communication, and More

Our latest report explores these ideas in depth and offers a deep dive into how residents are thinking and feeling about artificial intelligence (AI), web accessibility, transparency, and more.

Download the full report today to learn:

• The percentage of residents who express trust in local leadership compared to satisfaction with municipal service. There’s almost a 30-percentage point difference—highlighting a huge opportunity for leaders to change resident experiences and perceptions.
• How website quality impacts perceptions of local government leadership. Our findings affirm what many local leaders already know: Your website is more than just a website.
• Importance of accessibility features from residents’ point of view. Residents expect inclusive experiences for their communities—meaning communities are aligned to leadership priorities in web accessibility.
• Sentiment toward the use of artificial intelligence (AI) in local government services. Residents have higher appetites for AI-powered transformation in certain areas than in others. No matter what, communicating the purpose of AI investments matters.
• Anticipated increases in resident interactions. Residents want to access critical information online, and if that’s not easy, a local government’s credibility is at risk.

Actionable Recommendations

Based on the research findings, the report also unpacks seven concrete actions that can lead to measurable improvements in resident trust and satisfaction through technology.

To explore the research, unpack findings, and see the valuable insights, download the full report.

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Build Resident Trust and Satisfaction with Our Integrated Technology Platform

Over 10,000 municipal governments rely on the integrated Civic Impact Platform to streamline operations, boost engagement, and nurture public trust. To learn more, get in touch.