CivicPlus Resident Satisfaction and Trust Report

New Research Shows Digital Interactions Shape Residents’ Perceptions of Local Government Leadership

Research shows local governments continue to earn high levels of resident trust—but satisfaction with municipal services is falling behind. CivicPlus® released its most comprehensive resident satisfaction report to date, revealing a growing disconnect between what residents believe about their local leaders and how they feel about the services they receive. The findings show that satisfaction is increasingly shaped by the quality of digital interactions—such as navigating a municipal website, applying for permits, or receiving emergency alerts—which influence how residents perceive responsiveness, transparency, and effectiveness.

This report goes beyond surface-level metrics to uncover the digital experiences that most influence satisfaction—and where local governments can take meaningful action. With clear benchmarks and data-backed insights, it equips leaders to prioritize technology that strengthens trust, improves service delivery, and builds more connected, engaged communities.