City Services Satisfaction Survey 2016 City Services Satisfaction Survey | Page 18

Customer Service

100 % Overall Rating of Customer Service Provided by City Departments
90 %
80 %
78 %
79 %
78 %
76 %
75 %
74 %
70 %
69 %
70 % 71 %
60 %
Telephone
Online
Dec . 2005 Jan . 2007 Jan . 2008 Dec . 2009 Dec . 2010 Dec . 2011 Dec . 2012 Feb . 2014 Feb . 2015 Fe
Detailed Responses ( Past Two Waves )
February 2016
February 2017
Top‐Two Box ( Excellent + Good )
73 %
67 %
Excellent 17 17
Good 55 50
Fair 20 25
Poor 7 8
Question :
Q6 . Overall , how would you rate the level of customer service provided by City of Arlington departments ?
Base :
Total respondents ( 2004 , n = 448 ; 2005 , n = 455 ; 2007 , n = 445 ; 2008 , n = 437 ; 2009 , n = 399 ; 2010 , n = 309 ; 2011 , n =
2013 , n = 976 ; 2014 , n = 909 ; 2015 , n = 1139 ; 2017 , n = 900 )
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Statistical Note :
An asterisk (*) indicates a significant difference between waves at or above the 95 % confidence level .