UIG e.V. has published the results of the first nationwide survey of citizens regarding the user-friendliness of digital services in cities. The survey was conducted in collaboration with the Institute of Information Systems (WIN). 

Digital services have long been a part of everyday life for citizens. Municipal appointments are booked online, applications are prepared digitally, waste collection schedules are accessed via apps, and doctor's appointments are arranged digitally. A systematic nationwide study has now been conducted for the first time to assess how user-friendly these services are actually perceived by citizens. A total of 1,972 citizens from 251 cities and municipalities participated in the 2026 User Climate Test between November 2025 and April 2026. The results of this initial nationwide survey indicate that while digital services have become established, the user experience often falls short of expectations. The nationwide user climate index reaches an average score of 3.39 on a scale of 1 to 5. The usability of the specific digital services evaluated averages 69.80 system usability scale (SUS) points nationwide, placing it only slightly above the benchmark value. Thus, while digital services are frequently perceived as fundamentally useful and usable, they do not yet consistently impress users. 

Further information is available here: https://nutzerfreundlich.digital/nutzerklima-test-2026