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)
Copyright © 2017 Decision Analyst
Statistical Note:
An asterisk(*) indicates a significant difference between waves at or above the 95 % confidence level.