The Las Vegas City Council today heard the results of last fall’s citizen survey. Despite the city’s budget challenges, residents’ overall satisfaction score improved by six points over last year. Average satisfaction remained high for most city services, and 31 of 35 services had the highest satisfaction score ever compared to 2011 and 2010.
This is the third year the city has conducted a citizen survey. This year, surveys were sent to a random sample of 3,000 citizens drawn from active voter registration records; 593 residents responded, which was a slight decrease from the 2011 response of 643 residents. The margin of error in the scores is +/- 3.6 percent for the city specific questions and +/- 1.7 percent for the standard questions. The survey uses the American Customer Service lndex (ACSI), which is the gold standard in customer and citizen satisfaction measurement in more than 40 industries. Using the ACSI allows the city to compare performance to similarly-sized governments across the country and region.
Citizen engagement is a main focus of the survey. Citizen engagement is measured by respondents scoring their likelihood to do the following:
• Recommend Las Vegas as a place to live
• Remain living in Las Vegas five years from now
• Encourage someone to start a business in Las Vegas
• Support the current city of Las Vegas government administration.
Higher scores in these five areas indicate that citizens are attached to Las Vegas and are proud to call Las Vegas home. Scores in all five areas have improved from 2010 and 2011 levels.
ln terms of priorities for the city, several programs/services rated higher in funding priority, but their overall satisfaction scores were lower: economic development, homeless services, trash debris and illegal sign removal, and local traffic safety. These four services also had low satisfaction scores and high funding priority scores in 2011.
The city will use the results from this survey as it prepares its 2013 fiscal year budget. The full report can be found: www.lasvegasnevada.gov/files/Citizen_Survey.pdf.