City Services Satisfaction Survey 2019 City Services Satisfaction Survey | Page 44

Key Findings: City Services
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Department services continue 
to garner positive overall 
ratings, with most showing an 
increase in top‐two‐box 
ratings compared to last year.
Ratings for almost all aspects 
of police services improved 
significantly from 2019.  
Ambulance/Emergency 
medical services and code 
compliance customer service 
moved into more positive 
“room for improvement” 
categories.
Quality of Service
Top‐Two‐Box Rating
2019
2020
Overall City of Arlington Departments:    
Customer Service 
Fire Department Services
City Library Services
Ambulance/Emergency Medical Services
Parks and Recreation Facilities:                    
Overall Quality of Parks
Water Utilities Department: 
Products & Services 
Police Services
Water Utility Services
Code Compliance Customer Service
Police Services
Quality of service (as shown above)
Timeliness of service
Overall competence
Behavior and attitude of officers
Community education services
Copyright © 2020 Decision Analyst 
61% 66% Some room for 
improvement
92%
92%
78% 97%
96%
88%* Little room for 
improvement
87% 85% 76% 81% 69%
74%
54% 81%
79%
60%*
Top‐Two‐Box Rating
2019
2020
69%
81%
65%
76%
71%
83%
69%
81%
61%
69%
Some room for 
improvement
Some room for 
improvement
* Change in “room for improvement” categorization compared to last year. 
Statistical Note: An arrow indicates a significant increase (↑) or decrease (↓) at or above the 95% confidence level when compared to the previous wave.  44