Needs Improvement

Resident Satisfaction with the Resolution of an Issue or Concern

Target

80% of Durham residents either satisfied or very satisfied with an issue being resolved by City staff. The target comes from a National Benchmark developed by the City's consultant who manages the resident survey; ETC Benchmark from U.S. Communities w/ Population 150,000‐400,000

Analysis

In 2019, Resident Satisfaction Survey showed that 61% of Durham residents were either satisfied or very satisfied with issue resolution by staff. This is a 3% decrease from the 2018 survey. However, this average is well above the national average (36%)  across 26 large U.S. cities.

Next Steps

Durham One Call and other departments continue to prioritize improved customer service strategies. This includes the implementation of recommendations from the Customer Service Assessment conducted in 2016. It also includes an analysis of the City's primary customer service unit 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