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. 57