City Services Satisfaction Survey 2012 City Services Satisfaction Survey - Page 58

Overall Rating of Customer Service Provided by City - Trend (Top-Two Box—Excellent/Good) 100 80 From Telephone Survey 78 79 78 From Online Survey 76 75 69 60 40 20 0 Dec. 2005 Jan. 2007 Jan. 2008 Dec. 2009 Dec. 2010 Dec. 2011 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.” (2005 n= 416; 2007 n=425; 2008 n=418; 2009 n=382; 2010 n=299; 2011 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. 58