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. 47