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2012-03-28 CC Packet
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2012-03-28 CC Packet
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3/23/2012 2:39:19 PM
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Thinking about your last contact with the City, for each <br /> of the following characteristics, please rate the service <br /> as excellent, good, only fair, or poor.... <br /> A list of three quality customer service dimensions was read: <br /> Courtesy and helpfulness of the receptionist? <br /> Eighty -four percent rate the courtesy and helpfulness of the receptionist favorably: <br /> EXCELLENT ... 38% <br /> GOOD ... 46% <br /> ONLY FAIR 8% <br /> POOR 8% <br /> DON'T KNOW/REFUSED 0% <br /> Ratings are higher among: <br /> • those rating the sense of community identity positively <br /> • those rating the value of city services favorably <br /> • those feeling empowered <br /> They are lower among: <br /> • those rating the quality of life as only fair or poor <br /> • those rating the sense of community identity negatively <br /> • those rating the value of city services unfavorably <br /> • those not feeling empowered <br /> Ease of reaching a department staff member who could <br /> help you? <br /> Eighty-four percent also highly rate the ease of reaching a department staff member who could <br /> help them: <br /> EXCELLENT 34% <br /> GOOD 50% <br /> ONLY FAIR 8% <br /> POOR 8% <br /> DON'T KNOW/REFUSED 0% <br /> Favorable ratings are stated more frequently by: <br /> • those rating the quality of life as good <br /> • those rating the sense of community identity positively <br /> • those rating the value of city services favorably <br /> • those feeling empowered <br /> 51 <br /> 84 <br />
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