City Releases Results of First Resident Satisfaction Survey

Tuesday, January 13, 2009 - 10:17am

City Residents Satisfied with City Services Overall

Results of a new city survey designed to measure the level of satisfaction and that Madison residents have toward various city services show high approval of City services and quality of life in Madison.

"An extraordinary response rate and high satisfaction with city services is encouraging," Mayor Dave Cieslewicz said. "Our citizens are not only highly engaged, but are also satisfied with city services on the whole."

About 43% of surveys were returned - more than double a typical response rate. Respondents rated 15 city services. On average, respondents indicated that city services are both important and highly satisfactory. Overall quality of services and quality of life also ranked high.

Survey results will be used to guide resource allocations and seek service improvements.

The city contracted with the UW Survey Center to administer the survey, which was sent to 1,000 households in October and November of 2008.

"I'm encouraged by the high level of satisfaction with city services," Cieslewicz said. "These results will be an important tool to continue improving the service we provide."

Survey respondents rated the city in four categories: overall quality of life, satisfaction with 15 city services, importance of the same 15 city services and overall service quality.

Some highlights of results include:

89% rated overall quality of life good or better
87% rated overall city services good or better

The highest ranking city service was garbage collection with 74% at "very satisfied" or better. Police and Fire ranked most important, both with 96% "very important" or "extremely important."

Results will be further detailed by department, so each agency can use the results to improve service delivery. The city will deploy the survey again in 2009 and 2010 to continue tracking Madison residents' satisfaction with city services and quality of life.

  • Rachel Strauch-Nelson