City Services Satisfaction Survey 2012 City Services Satisfaction Survey | Page 47

Ratings of Community Services by Users –
2-Wave Trend (Top-Two Box—Excellent/Good)
Dec. 2010
Dec. 2011
84
Quality of
Customer Service
78
77
Timeliness of
Complaint
Response
65
0
20
40
60
80
100
Percent
Question: Q13b. “Considering the services that community services provides, please rate each of the following,
using a scale of “excellent,” “good,” “fair,” and “poor.”
Base: Respondents who have used Community Services in the past 12 months, excluding “don’t knows.” (Base
Varies)
Note: This question asked beginning in 2010.
Statistical Note: A single-line “up” arrow (↑) indicates a significant increase and a single-line “down” arrow (↓)
indicates a significant decrease from the last wave in 2010 (i.e., difference significant at or above the 95%
confidence level.)
Decision Analyst, Inc.
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