The survey, a collaboration with the Thomas More University of Applied Sciences in Mechelen as part of the 'Local Communication Monitor', compared findings with 40 other municipalities. Following the 2020 survey, improvements were made, including a revamped newsletter, updated website, a municipal app, and digital information boards. Non-digital channels remain important, and a participation officer has been hired.
A total of 604 online and paper surveys were analyzed. Respondents were predominantly women (59%), highly educated (64%), and residents of Kortenberg (96%). The age distribution of participants (46% over 64) was reweighted to ensure representativeness.
Internet usage is very high (98%), mainly for email and websites. Social media and apps are used by 86% and 76% respectively. The municipality ranks high in the use of LinkedIn (25%) and WhatsApp (81%). Traditional media like VRT NWS (89%) and Het Laatste Nieuws (68%) remain significant for local news.
Residents are generally satisfied with contact with municipal services, though some prefer walk-in options over appointments. Telephone contact could be improved, with long waiting times being a common complaint. Handling of complaints and reports is moderately positive; written submissions via the website or email are recommended.
There is significant interest in participation; 26% have attended resident meetings. These meetings receive moderate ratings, with a perceived lack of consideration for residents' opinions. Online surveys and meetings are favored channels for input.
Municipal communication channels have a wide reach. The newsletter reaches 92% of respondents, the website 85%. Digital information boards and newsletters (56%) also perform well. Reach is higher among those over 40 and more educated individuals. Satisfaction with channels has increased since 2020, especially for the newsletter and website. Resident meetings score lower. Concerns were raised about digital information boards distracting from traffic and the visibility of notice boards.
Leisure channels, such as the library's social media, have high reach but satisfaction has declined. In crises, BE-Alert SMS is the preferred information source. Residents desire more information on subsidies, municipal decisions, local history, tourism, health, mobility, and housing.
The overall experience of municipal communication scores 70%, above the average for other Flemish municipalities (66%). Kortenberg's image is rated above average on all parameters, with 'accessibility' and 'child-friendliness' being most positive.
Participants in the accompanying competition had a chance to win prizes. Seven winners received vouchers for local products and were notified personally.
