City Services Satisfaction Survey 2013 City Services Satisfaction Survey | Page 8

Police Department. Among users in the past 12 months, the police department is
rated high with over 75% top-two box, in terms of overall competence of police
employees, behavior/attitude of police officers, and quality of services. Compared to
these areas, top-two-box ratings of timeliness of services (74%) and community
education services by the police department (72%) indicate more room for
improvement.
Parks/Recreation Facilities. Consistent with last year, residents in Arlington perceive
the overall quality of parks and recreation facilities very positively, with top-two-box
ratings of all attributes at 85% or higher.
Library Services/Facilities. Among users in the past 12 months, library services and
facilities in Arlington continue to be rated very high, with top-two-box ratings of all
attributes at 85% or higher. Specifically, over 90% of these residents rate the quality of
library services and library facilities as “excellent” or “good.”
Water Utilities Services. Among users in the past 12 months, the water utilities
department is rated very high, with over 85% top-two box, in terms of availability of
service, quality of services, and timeliness of services. Not only past-year users but
also residents in Arlington perceive the water utilities department very positively.
Specifically, about 90% of these residents rate the water treatment service, and overall
quality of products and services as “excellent” or “good.”
Code Compliance. Among users in the past 12 months, quality of customer service
and timeliness of complaint response are rated relatively low at under 60% top-two box,
suggesting much room for improvement. Especially, compared to last year, quality of
customer services has declined significantly from 78% top-two box in 2011 to 56% in
2012.* (*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.)
Other Miscellaneous Services. City services that are rated high (at or above 80% top-
two box) include emergency management services, electronic bill-paying service,
garbage collection, convention center, dispatch service (911), landfill service, and
recycling services. On the opposite end, city services that have lower than 60% top-
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