City Services Satisfaction Survey 2019 City Services Satisfaction Survey | Page 20

Customer Service
Residents' Overall Rating of Customer Service Provided by City Departments (Top‐Two Box)
100%
90%
80%
76%
75%
74%
70%
69%
70%
71%
73%
67%
65%
66%
61%
60%
Telephone
Online
50%
Dec.
2009
Dec.
2010
Dec.
2011
Dec.
2012
Feb.
2014
Feb.
2015
Feb.
2016
Feb.
2017
Feb.
2018
Feb.
2019
Feb.
2020
Detailed Responses (Past Two Waves)
Top‐Two Box (Excellent + Good)
Excellent
Good
Fair
Poor
Question:    
Base:             
February 
2019 February 
2020
61% 66%
15% 18%
46% 48%
25% 27%
13% 7% ↓
Q6. Overall, how would you rate the level of customer service provided by City of Arlington departments?
Total respondents, excluding “don’t know” ( 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; Feb. 2020, n=838)
Copyright © 2020 Decision Analyst 
Statistical Note:
An arrow indicates a significant increase (↑) or decrease (↓) at or above the 95% confidence level when compared to the previous 
wave; indicated for year 2020 only. 
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