City Services Satisfaction Survey 2012 City Services Satisfaction Survey | Page 9

The city’s communications with citizens continue to receive generally positive
reactions, with some desire for improvements.
About two-thirds of Arlington residents feel that they would get answers they need
when they visit or call a city facility, and that city employees either provide the
answer or find someone who can. However, it is notable that perceptions of the
city’s communication via phone and of city employees’ responsiveness have
declined compared to last year* (likely a function of methodology change, as noted
in the Caution On Year-To-Year Comparisons).
Also, consistent with last year, only about half agree that they would get the same
answer when they ask the same question from different city employees. This
continues to suggest more improvements for unequivocal communications with
citizens.
The majority of citizens report they use various information sources, including
Internet (76%), newspaper (53%), and TV (49%), to keep up with Arlington. Among
city’s communication channels, the city website continues to be rated highest at a
top-two-box rating of 76%, followed by city TV channels (63%), and the council
webcast (56%).
However, compared to last year, ratings of these city’s
communication channels have declined, and indicate some needs for enhancement
or promotion* (likely a function of methodology change, as noted in the Caution On
Year-To-Year Comparisons).
Decision Analyst, Inc.
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