City survey results among best in nation, expert says

Citizen satisfaction with the City of Round Rock’s customer service has increased 8 percent in the last two years, according to the results of the City’s most recent Community Survey.

The City hired ETC Institute to conduct its biennial community survey in late spring. The results were presented to the Round Rock City Council by ETC Institute Senior Project Manager Jason Morado on July 12. The survey, which was completed by 401 randomly selected residents, has a 4.9 percent margin of error.

Morado noted that Round Rock ranks well ahead of other cities both regionally and nationally when it comes to overall citizen satisfaction with City services. Round Rock rates above the national average in 42 of 50 areas and above the Texas average in 43 of 50 areas.

“We found that residents have a very positive perception of the City,” Morado said.

Notable increases in citizen satisfaction since 2016 included mowing/trimming of streets on private property, transportation planning in the City, overall quality of police services, availability of job opportunities and feeling of safety in commercial and retail areas. Based on survey results in 2018, investments in transportation planning, police and maintenance of streets/sidewalks will have the most impact on citizen satisfaction with City services over the next two years.

Other survey highlights include:

• 84 percent of residents who had an opinion were satisfied with the overall quality of life in the City, 10 percent were “neutral” and only 6 percent were “dissatisfied.”
• 82 percent of residents who had an opinion were “very satisfied” or “satisfied” with the overall quality of services provided by the City, with 88 percent satisfied with fire services, 83 percent with police services, and 83 percents with parks and recreation.
• 76 percent of residents felt traffic flow in the City was getting worse compared to two years ago.
• 45 percent of residents rated traffic flow in and around neighborhoods as “excellent” or “good” and 14 percent of residents rated traffic flow on state roads and highways as “excellent” or “good.”
• Most residents felt safe in Round Rock. Ninety percent of residents who had an opinion felt “very safe” or “safe” in the City. The areas where residents felt most safe were: in their neighborhood during the day (95 percent), in Downtown Round Rock (88 percent), and in their neighborhood at night (84 percent).
• Regarding customer service, 80 percent of residents who had contacted the City during the past year described the service they received as “excellent” or “good.”

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Source: City of Round Rock