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Customer service satisfaction (NCS)Charlottesville Strategic Plan |
Percent rating positively for Customer Service (e.g., excellent/good)
Description
The City of Charlottesville is one of many jurisdictions in the U.S. to participate in the National Citizen Survey (NCS) bi-annually. In 2016, questionnaires were mailed to a random sample of 1,800 Charlottesville households, asking for feedback on the quality and usefulness of city services. There were 368 completed surveys returned, and the full results are posted here.
Great communities are partnerships of the government, private sector, community-based organizations and residents, all geographically connected. The NCS captures residents’ opinions within the three pillars of a community (Community Characteristics, Governance and Participation) across eight central facets of community (Safety, Mobility, Natural Environment, Built Environment, Economy, Recreation and Wellness, Education and Enrichment and Community Engagement).
Analysis
About 7 in 10 respondents gave excellent or good ratings to the customer service provided by City employees, similar to national benchmarks.
*CY 2012 data represents results of a different question, due to changes in format:
Those completing the survey were asked if they had been in contact with a City employee either in person, over the phone or via email in the last 12 months; the 57% who reported that they had been in contact (a percent that is above the benchmark comparison) were then asked to indicate overall how satisfied they were with the employee in their most recent contact. City employees were rated highly; 84% of respondents rated their overall impression as “excellent” or “good.”