City Services Satisfaction Survey 2012 City Services Satisfaction Survey | Page 29

Ratings and Perceptions of Specific Services and Facilities
City Services Overall.
City services in Arlington generally continue to receive
moderately high to high overall ratings, with about two-thirds of city services rated
receiving a top-two-box rating (“good” or “excellent”) of 70% or higher.
Ambulance/emergency medical services, fire services, libraries facilities, and parks and
recreation continue to be rated very high, with most top-two-box ratings above 90%. On
the opposite end, city services that are rated under 60% top-two-box ratings are code
enforcement, zoning service, graffiti removal, Handitran, health inspection, and
municipal airport.
Fire Department. Consistent with last year, virtually all of the users rate the fire
department as “excellent” or “good” on quality of service and on timeliness of service.
Top-two-box rating of community education services by the fire department (75%) is
comparatively lower than ratings of the fire services above (90%+), but still viewed
positively among citizens.
Ambulance/Emergency Medical Services. Among users in the past 12 months,
ambulance and emergency medical services continue to be rated very high (95%+ top-
two box) on quality of service and timeliness of service.
Police Department. Among users in the past 12 months, the police department is
rated high with 75% and above top-two box, in terms of overall competence of police
employees, behavior/attitude of police officers, and quality of services. Compared to
these areas, top-two-box ratings of timeliness of services (68%) and community
education services by the police department (70%) indicate more room for
improvement.
Parks/Recreation Facilities. Consistent with last year, residents in Arlington perceive
the overall quality of parks and recreation facilities very positively, with top-two-box
ratings of all attributes at 85% or higher. Specifically, about 90% of residents rate
“excellent” or “good” on parks and recreation programs/classes, appearance of parks
and facilities, and overall quality of parks. However, despite very high top-two-box
rating levels at 86%, quality of customer service, and range of activities could be
considered for more improvements to achieve excellence.
Decision Analyst, Inc.
29