City Services Satisfaction Survey 2018 City Services Satisfaction Survey | Page 20

Customer Service
Residents' Overall Rating of Customer Service Provided by City Departments (Top‐Two Box)
100%
90%
80%
78%
76%
75%
74%
69%
70%
70%
73%
71%
67%
65%
61%
60%
Telephone
Online
50%
Jan.
2008
Dec.
2009
Dec.
2010
Dec.
2011
Dec.
2012
Feb.
2014
Feb.
2015
Feb.
2016
Feb.
2017
Feb.
2018
Feb.
2019
Detailed Responses (Past Two Waves)
Top‐Two Box (Excellent + Good)
Excellent
Good
Fair
Poor
Question:    
Base:             
Statistical Note:
Copyright © 2019 Decision Analyst 
February 
2018 February 
2019
65% 61%
16 15
49 46
24 25
11 13
Q6. Overall, how would you rate the level of customer service provided by City of Arlington departments?
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; Feb. 2019, n=997)
An arrow indicates a significant increase (↑) or decrease (↓) at or above the 95% confidence level when compared to the previous 
wave; indicated for year 2019 only. 
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