City Services Satisfaction Survey 2012 City Services Satisfaction Survey - Page 9

The city’s communications with citizens continue to receive generally positive reactions, with some desire for improvements. About two-thirds of Arlington residents feel that they would get answers they need when they visit or call a city facility, and that city employees either provide the answer or find someone who can. However, it is notable that perceptions of the city’s communication via phone and of city employees’ responsiveness have declined compared to last year* (likely a function of methodology change, as noted in the Caution On Year-To-Year Comparisons). Also, consistent with last year, only about half agree that they would get the same answer when they ask the same question from different city employees. This continues to suggest more improvements for unequivocal communications with citizens. The majority of citizens report they use various information sources, including Internet (76%), newspaper (53%), and TV (49%), to keep up with Arlington. Among city’s communication channels, the city website continues to be rated highest at a top-two-box rating of 76%, followed by city TV channels (63%), and the council webcast (56%). However, compared to last year, ratings of these city’s communication channels have declined, and indicate some needs for enhancement or promotion* (likely a function of methodology change, as noted in the Caution On Year-To-Year Comparisons). Decision Analyst, Inc. 9