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.
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