City Services Satisfaction Survey 2013 City Services Satisfaction Survey | Page 52

Ratings Of Code Compliance By Users –
2-Wave Trend (Top-Two Box—Excellent/Good)
Dec. 2011
Dec. 2012
78
Quality of
Customer Service
56
NOTE: This decline could be driven
primarily due to changes in services asked
in the survey. In the FY 2013 survey,
housing assistance and vital statistics
services had been removed from the
service list. Given a shorter list of services
in 2012, also note that there has been a
significant increase of code complaints
(from 11% in 2011 to 17% in 2012), and
that those who reported code complaints
were a significant respondent base for
these ratings.
65
Timeliness of
Complaint
Response
57
0
20
40
60
80
100
Percent
Question: Q13b. “Considering the services that Code Compliance provides, please rate each of the following, using
a scale of “excellent,” “good,” “fair,” and “poor.” (Question wording change in 2012)
Base: Respondents who have used Code Compliance in the past 12 months, excluding “don’t know” (Base Varies)
Note: This question asked beginning in 2010.
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 2011 (i.e., difference significant at or above the 95%
confidence level).
Decision Analyst, Inc.
52