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2020 Business Survey

Neighbor satisfaction with the quality of customer service from City employees

Status Indicators:
Proceeding as Planned
 Monitoring Progress
Reviewing for Improvement
Information Unavailable

Status Indicators: Proceeding as Planned |  Monitoring Progress | Reviewing for Improvement | Information Unavailable

This indicator assesses the level of satisfaction that Neighbors experience with the quality of customer service from City employees. Providing great customer service is essential as we strive to make it easy and convenient for neighbors to interact with the City. The better our customer service is, the more effective we will be in meeting our Neighbors’ expectations to deliver high quality services.  

All of the Neighbor Surveys can be accessed via the City’s website: https://www.fortlauderdale.gov...

This is a question that is asked on the City’s Neighbor Survey that has been conducted by a third-party contractor, the ETC Institute, since 2012. It is administered annually between the months of October and December. ETC Institute ensures that the results are statistically significant, and representative of the population of the City, both demographically and geographically (by district).

In 2020, the City changed how the neighbor surveys are administered. The annual Neighbor Survey was replaced with a Business Survey, and going forward they will be conducted every other year to solicit feedback from residents as well as the business community.  

The target was established by increasing the 2018 baseline with a statistically significant margin of 4 % in 2024.  

 


The satisfaction with the quality of customer service increased 4% from 2019 (51%) to 2020 (55%).

The Neighbor Survey was not conducted in 2020 as the City has elected to conduct a Business Survey and a Neighbor Survey every other year. The Business Survey was launched in December 2020. This question is also included in the Business Survey. 

Data is collected from the City’s Neighbor Survey that has been conducted by a third-party contractor, the ETC Institute, annually since 2012.

All of the Neighbor Surveys can be accessed at the City’s website: https://www.fortlauderdale.gov...

City of Fort Lauderdale
100 North Andrews Avenue | Fort Lauderdale, FL 33301
www.fortlauderdale.gov

Office of Management and Budget
Division of Structural Innovation
Contact: [email protected]

City of Fort Lauderdale
100 North Andrews Avenue | Fort Lauderdale, FL 33301
www.fortlauderdale.gov

Office of Management and Budget
Division of Structural Innovation
Contact: [email protected]