2012 Community Survey Results

San Antonio residents increased their approval rating of City services according to results of the 2012 Community Survey.  The City conducted its first-ever city-wide Community Survey in 2008 with the purpose of benchmarking feedback from residents regarding our services and identifying areas in which the City can improve.

ETC Institute conducted the City’s Community Survey. Since its founding in 1982, ETC Institute has completed research projects for clients in 46 states.  In Texas, ETC Institute recently conducted Community Surveys for the cities of Dallas, Fort Worth, Houston and Austin.

The survey was offered to a random, stratified sampling of residents city-wide by traditional land lines and cell phone numbers in both English and Spanish.  In addition to the 2012 survey results, ETC Institute also conducted a 2010-2012 Benchmarking Analysis, provided comparisons to the National Average (San Antonio was compared to results of a survey conducted by ETC in April 2011 of U.S. cities with populations of 250,000 or more) and comparisons to cities of similar size (Dallas, Fort Worth, Houston, Austin, Oklahoma City, Indianapolis and Kansas City, Missouri).

The Overall Satisfaction ratings with Major City Services in the 2012 Community Survey are indicated in the following table:

  Major City Services 2012 vs. 2010

 Percent rating as “satisfied” or “very satisfied”

City Service

2012

2010

Fire and Emergency Services

90%

87%

Public Library Services

88%

85%

Solid Waste Services

79%

78%

San Antonio International Airport

79%

71%

3-1-1 Customer Service

77%

78%

Parks and Recreation Services

75%

70%

Police Safety Services

73%

71%

Health and Social Services

65%

66%

Animal Care Services

55%

54%

Public Works Services

48%

46%

Code Enforcement

54%

67%

Development Services

68%

*N/A

Planning Services

55%

*N/A

*Asked as “Planning and Development Services” in 2010.

 

The results also indicated that residents’ overall opinions of San Antonio are favorable:

      Perceptions of the Community 2012 vs. 2010 vs. 2008

       Percent rating as “satisfied” or “very satisfied”

Perceptions of the Community

2012

2010

2008

San Antonio as a place to live

87%

85%

87%

A place to raise a family

85%

83%

79%

A place to retire

86%

82%

*N/A

Overall quality of life in the City

79%

79%

78%

Overall quality of services provided by the City

69%

65%

66%

*The question was not asked in 2008.

The consultant provided the City with the following conclusions and recommendations.

The City of San Antonio’s ratings were among the highest compared to other cities of a similar size.  Among nearly 40 services that were assessed on the 2012 survey, the City of San Antonio rated at or above the U.S. average for cities with more than 250,000 residents in all of the areas rated. When compared to other large Texas cities, San Antonio’s satisfaction ratings were highest in 5 of the 9 City services assessed; the City also scored above average in all 9 of the City services assessed.

The City of San Antonio is moving in the right direction. The Composite Customer Satisfaction Index for San Antonio improved 2 points from 2010 and 7 points from 2008. Ratings for the City of San Antonio improved or stayed the same in 50 of the 70 services that were assessed in both 2010 and 2012.

For more information regarding the 2012 Community Survey, please click here.

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