2006 Citizen Survey Results
CUSTOMER SERVICE
About 53 percent of respondents (416 respondents) had some type of contact with a City of Fort Collins employee during the past 12 months. In their interaction with citizens, employees continue to register ratings that are well within the range of good on all the customer service attributes. These ratings have been consistent in all three surveys, with only random variations in the ratings from survey to survey (Figure 14 and Table 10).
0 to 12 = very bad, 13 to 37 = bad, 38 to 62 = average, 63 to 87 = good, 88 to 100 = very good
| Table 10 | ||||||
|
CUSTOMER SERVICE RATINGS BY CITIZENS WITH EMPLOYEE CONTACT |
||||||
|---|---|---|---|---|---|---|
| Very Good | Good | Average | Bad | Very Bad | No Opinion | |
| Courtesy | 48.6% | 36.3% | 11.1% | 2.4% | 0.7% | 1.0% |
| Professionalism | 42.8% | 34.1% | 15.6% | 4.3% | 1.2% | 1.9% |
| Knowledge | 40.6% | 35.1% | 17.8% | 3.4% | 1.0% | 2.2% |
| Accuracy | 38.9% | 34.6% | 12.7% | 4.8% | 2.2% | 6.7% |
| Willingness to help | 42.1% | 33.2% | 15.4% | 6.0% | 1.9% | 1.4% |
| Promptness | 40.4% | 32.5% | 18.8% | 4.1% | 1.7% | 2.6% |
| Making you feel valued as a citizen/customer | 36.5% | 36.3% | 17.5% | 6.0% | 2.2% | 1.4% |
Respondents who have not had contact with the City’s employees perceive employee customer service performance to be good on the three attributes shown in Figure 15 and Table 11. However, these respondents consistently rate employee performance considerably lower than the ratings given by respondents who have had actual contact.
0 to 12 = very bad, 13 to 37 = bad, 38 to 62 = average, 63 to 87 = good, 88 to 100 = very good
| Table 11 | ||||||
|
CUSTOMER SERVICE RATINGS BY CITIZENS WITH NO EMPLOYEE CONTACT |
||||||
|---|---|---|---|---|---|---|
| Very Good | Good | Average | Bad | Very Bad | No Opinion | |
| Courtesy | 13.8% | 38.3% | 17.6% | 1.2% | 0.9% | 28.2% |
| Making citizens or customers feel valued | 10.1% | 33.4% | 22.8% | 2.6% | 1.2% | 30.0% |
| Promptness | 8.4% | 32.3% | 23.3% | 2.3% | 1.4% | 32.3% |