A Word from Wanda
Satisfaction Survey Shows City Employees Deliver During Pandemic
Every year we conduct a Resident Satisfaction Survey to rate the City’s services, identify top priorities, and get a sense of how well we are serving the community. Yesterday, the 2020 survey results were presented to City Council, and I’m proud to highlight our high ratings around customer service during the pandemic.
During an incredibly challenging year our employees rose to the occasion, and it shows in the survey results. In the past year, significant improvements were made in customer service satisfaction, making Durham 33 percentage points above the average for large cities. In addition, 69% of residents are satisfied with the City’s response during the pandemic, compared to a 37% national average.
I’ve seen firsthand how our employees stepped up and continued to serve this community during a time when public servants were needed the most. To see that our residents made note of these efforts is wonderful, and does so much for employee morale as many continue to put themselves on the front lines in service to our city.
While it’s important to recognize our employees, it’s also important to focus on the priorities of our community and areas for improvement. Residents ranked the quality of public schools, maintenance of city streets, and the quality of police protection as top priorities for improvement over the next two years. In addition, we saw declines in satisfaction in yard waste collection services, maintenance of streets, pedestrian facilities, and the quality of downtown parking facilities.
We’re committed to continuing a high level of customer service, making progress on community priorities, and finding ways to improve to meet the needs of our community. While the survey gives us a lot to consider, we will continue to prioritize equitable engagement to fully understand community needs and work together to find solutions. Even if you were not part of this year's survey, you are always welcome to send us your feedback and let us know how we are doing.
Until next week,