City Services Satisfaction Survey 2012 City Services Satisfaction Survey | Page 57

Overall Rating of Customer Service Provided by City
2-Wave Trend
Dec. 2010
80
60
Dec. 2011
56
Top-Two Box
2010 (telephone) = 75%
2011 (online) = 69%
52
40
25
20
19
20
17
6
5
0
Excellent
Good
Fair
Poor
Question: Q6. “Overall, how would you rate the level of customer service provided by City of Arlington
departments?”
Base: Total respondents, excluding “don’t knows.” (n=452)
Note: This question asked beginning in 2005.
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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