Case Study: Aarhus Municipality improves service culture and citizen satisfaction with Epinion

Analysis of the service culture in Aarhus’ administration for technology and environment

The administration for technology and environment within Aarhus Municipality sought to develop a more service-oriented culture but lacked a baseline understanding of its citizens' and companies' perceptions of its image and service level. To address this challenge, they partnered with the vendor Epinion to conduct research and establish this crucial benchmark.

Epinion implemented a solution by designing and executing two extensive quantitative studies: a brand image analysis and a user satisfaction survey. Based on over 4,000 web interviews, Epinion's analysis provided the essential baseline data, supplying Aarhus Municipality with the substantial knowledge needed to guide its development efforts. This work served as the foundational step for the administration's goal to increase its citizen satisfaction rate to 80% by 2021.

Aarhus Municipality