FOR IMMEDIATE RELEASE: Aug. 13, 2015
Satisfaction with City services at all-time high
Citizen Satisfaction Survey results reveal highest satisfaction with City Services since survey began
City of Kansas City, Missouri, Mayor Sly James and City Manager Troy Schulte unveiled the City’s 2014-15 Citizen Satisfaction Survey results during its Salute to Services event this afternoon. The survey results show statistically significant improvements in 34 categories, including increases in satisfaction with 8 of 9 high-level questions and 8 out of 15 overall service area questions. Citizen satisfaction with overall quality of services provided by the City is at 60%, 7% above the average for Missouri/Kansas cities and 10% above the average for U.S. cities greater than 250K in population.
“Satisfaction with Kansas City’s services is at its highest level since the City began its current Citizen Satisfaction Survey in 2001,” James said. “Kansas City’s hard-working employees are dedicated to delivering exceptional service. These results show that our employees’ perseverance and hard work are paying off.”
The City celebrated this all-time high in satisfaction with City services by hosting a public outreach event in the Power & Light District. The City’s mobile 311 van, accompanied by James and Schulte, made an appearance at the event to remind residents to call 311 for City Services. City employees supported the event with signs that highlighted significant statistical improvements in City Services.
“Kansas City now offers more ways than ever to access City Services,” Schulte said. “We are proud to celebrate improvements in the last year. This data also helps Kansas City make critical improvements to services that have experienced a significant decline in satisfaction, such as airport and animal control services.”
The City’s Performance Management team presented the complete survey results to the City Council during Business Session today.
The annual Citizen Satisfaction Survey takes a good, hard look at how residents rate the City, providing City leaders with valuable input on what they’re doing well and what needs improvement. Kansas City uses this data, along with resident feedback, to improve processes and better allocate resources. In 2012, the City Council adopted several indicators that rely on citizen survey data as part of their strategic priorities to help monitor improvements on their goals.
This year’s survey, administered between August 2014 and May 2015, revealed statistically significant improvements in 34 questions, no change in 39 questions and a decline in 23 questions.
Report highlights include:
Quality of services provided by the city is at 60% (+4.8% since 2013-14 Survey)
Service increases since the last Citizen Satisfaction Survey:
- Quality of police services (+3%)
- Quality of Health Department services (+2.6%)
- Maintenance of streets, sidewalks and infrastructure (+2.4%)
- City parks and recreation programs and facilities (+2.2%)
- Effectiveness of city communication with the public (+2.1%)
- Quality of the city’s 311 service (+2%)
- Quality of customer service from city employees (+1.9%)
- Quality of city water utilities (+1.8%)
Satisfaction decreases since the last Citizen Satisfaction Survey:
- Airport services:
– Facility cleanliness (-5.6%)
– Parking availability (-4.7%)
– Parking price (-4.7%)
– Ease of security (-3.0%)
- Quality of Animal Control (-2.3%)
- Preventing spread of infectious diseases (-6.9%)
- Mowing and tree trimming (-3.8%)
- Sign removal (-2.1%)
Media inquiries may be directed to Chris Hernandez, Communications Director, at 816-513-3474.