City Releases Results of Second Resident Satisfaction Survey

Tuesday, January 12, 2010 - 9:36am

City Residents Satisfied with City Services Overall

Results of the second annual city of Madison customer satisfaction survey show continued high approval of city services and quality of life in Madison.
"Both the high response rate and high rate of satisfaction is encouraging," Mayor Cieslewicz said. "As we continue to track results each year, the survey is a valuable tool to help us continually improve delivery of City services."
Administered by the UW Survey Center, the survey was sent to 1,000 households in September and October of 2009. About 38% of surveys were returned - much higher than a typical response rate. Respondents rated 16 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
Survey respondents rated the city in four categories: overall quality of life, satisfaction with 16 city services, importance of the same 16 city services and overall service quality.
Some highlights of results include: 93% rated overall quality of life good or better, which is higher than 2008. 88% rated overall city services good or better, which is slightly higher than 2008. Police saw the greatest increase in satisfaction levels with a gain of over nine percentage points. The highest ranking city service continues to be 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 2010 to continue tracking Madison residents' satisfaction with city services and quality of life.
A full summary of 2009 survey results with comparisons to 2008 is available at

  • Rachel Strauch-Nelson, (608) 266-4611