City Services Satisfaction Survey 2012 City Services Satisfaction Survey | Page 88

Customer Service
Several questions were asked regarding the opinion of residents on the level of customer service provided by
City of Arlington. The following graphs represent the data for how residents rated customer service overall, by
department, and city services.
The overall customer service rating for excellent and good decreased in FY 2012 over previous years, however
the fair rating increased.
Customer Service - Overall Rating
100 3.8 4.2 6.7 4.7 4.7
90 18.3 16.9 15.6 19.6 20.1
58.9 56.5 56.5
80
5.8
25.4
70
60
50
56.2
60.1
52.1
40
30
20
10
17.8 22.6 18.9 19.1 18.7 16.6
FY 2005 FY 2007 FY 2008 FY 2010 FY 2011 FY 2012
0
Excellent
Good
Fair
Poor
FY 2012 city service ratings by department indicate that Library, Fire, EMS, Parks, and Water all received ratings
for customer service above 80%.
FY 2012 City Service Ratings by Department
Library 94.5
Fire 93.9
EMS
93.5
Parks
89.5
Water
87.6
Community Svcs
78
Convention Center
77.2
Police
75
Municipal Court
65.4
Municipal Airport
58.2
0
20
40
7
60
80
100