City Services Satisfaction Survey 2017 City Services Satisfaction Survey | Page 19
Customer Service
100%
Overall Rating of Customer Service Provided by City Departments (Top‐Two Box)
90%
80%
78%
76%
75%
74%
73%
71%
69%
70%
67%
70%
65%
60%
Telephone
Online
50%
Jan. 2008
Dec. 2009
Dec. 2010
Dec. 2011
Dec. 2012
Feb. 2014
Feb. 2015
Feb. 2016
Feb. 2017
Feb. 2018
Detailed Responses (Past Two Waves)
Top‐Two Box (Excellent + Good)
Excellent
Good
Fair
Poor
Copyright © 2018 Decision Analyst
February
2017 February
2018
67% 65%
17 16
50 49
25 24
8 11
Question: Q6. Overall, how would you rate the level of customer service provided by City of Arlington departments?
Base: Total respondents (Jan. 2008, n=437; Dec. 2009, n=399; Dec. 2010, n=309; Dec. 2011, n=452; Dec. 2012, n=534;
Feb. 2014, n=976; Feb. 2015, n=909; Feb. 2016, n=1139; Feb. 2017, n=900; Feb. 2018, n=1030)
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