Website home about our city

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).

City of Fort Collins Image
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.

City of Fort Collins Image
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%