City Services Satisfaction Survey 2013 City Services Satisfaction Survey | Page 30

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. Fire services,
library services/facilities, parks and recreation, and water utilities services continue to be
rated very high, with most top-two-box ratings above 85%. On the opposite end, city
services with less than 60% top-two-box ratings are zoning service, building permits,
code enforcement and code compliance.
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 (79%) 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 high (75%+ top-two
box) on quality of service and timeliness of service. However, compared to last year,
both the ratings have declined significantly*, and indicate need for improvement.
(*Note: This decline could be driven by data volatility due to small base sizes, n=59 in
2012 and n=45 in 2011. When looking at perceptions of ambulance/emergency medical
services among 300 or more citizens, regardless of their past use of the services,
ratings have been steadily high at 92% in 2012 and 94% in 2011. This indicates some
degree of sample size impact, although past-year users’ experiences and perceptions
may be real based on their actual incidences.)
Police Department. Among users in the past 12 months, the police department is
rated high with over 75% 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 (74%) and community
education services by the police department (72%) 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.
Decision Analyst, Inc.
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