Needs Improvement

Resident Satisfaction with the Resolution of an Issue or Concern

Target

The current target for this measure is to have 80% of Durham residents either satisfied or very satisfied with an issue being resolved by City staff.

Analysis

In the 2018 Resident Satisfaction Survey, 58 percent of Durham residents were either "very satisfied" or "satisfied" with issue resolution by staff. This is a three percent increase from the 2017 survey. The average for this measure among the 26 large U.S. cities available for benchmarking comparison is 35 percent.

Next Steps

City departments and Durham One Call staff continue to prioritize improved customer service strategies, including implementation of the recommendations of the Customer Service Assessment conducted in 2016. This work includes analysis of the City's primary customer service units to ensure their staffing, technology and processes are meeting customer needs. Enhanced options for assessing customer satisfaction (for example, post-call satisfaction surveys) are also being explored. 

Status Indicators: On Target On Target | Close to Target Close to Target | Needs Improvement Needs Improvement | Target Pending Target Pending