Report on the performance of Municipalities in the area of communication with citizens Prishtina Results of the Survey In this part of the paper the results from the questionnaire are presented together with an interpretation of such results. The Institute of Democracy for Development(D4D) has prepared a questionnaire in 2019 and with the very same methodology has again developed the questionnaire in 2020. This made it possible for us to have comparative data in different time frames and also the possibility to analyze the trends of citizens' perceptions and the work of the municipalities. Citizens' satisfaction with municipal services In 2019 and 2020 two trends were noticed: decrease of citizens' satisfaction during communication they had with municipal officials, and increase in number of citizens who did not contact the municipality in the last six months. While in 2019 there were 37% of citizens who stated that they were satisfied with the services they received from municipal officials, but this percentage decreased drastically in 2020, where only 20% of citizens stated that they were satisfied with the services they received. There were no major differences in the number of the citizens who were dissatisfied and this is due to the fact that there is an increased number of citizens who in the last six months did not contact the municipality with any requests at all. While in 2019, 37% of the citizens did not contact the municipality, in 2020, more than half of the citizens(52%) did not have any contacts at all with the municipality. Contacts with the municipality included questions, requests for access to information, complaints, or requests for municipal services. Having in mind that this period includes also the period of isolation, as a measure for the prevention of the spreading of the pandemics with Covid-19, it is supp­osed that there is a decrease in contacting the municipality, which is also shown in the graph on page 5.. 4