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Fayetteville Releases Citizen Survey Results

Post Date:09/05/2018 9:14 AM

(Fayetteville, N.C.) – The City of Fayetteville has released the results of its Citizen Survey, which is held every two years to gauge residents’ satisfaction with City services. ETC Institute administered the survey to residents during the summer of 2018. The information provided will be used to improve existing services and help the City better understand the evolving needs of the residents of Fayetteville.

“The survey results helped to identify areas in which we are doing well and areas in which we need to improve or place additional emphasis,” City Manager Doug Hewett said. “Resident responses show high levels of satisfaction for solid waste (80 percent), curbside recycling (78 percent), containerized yard waste and limb collection (73 percent), fire service (85 percent) and overall courtesy of employees (79 percent). Areas where the City needs to invest additional resources are overall traffic flow, maintenance of City streets and quality of police protection.”

The overall quality of parks and recreation facilities and programs (60 percent) and overall quality of customer service received from City employees (56 percent) were also positive categories. The categories of City services that had the highest levels of satisfaction were based upon the combined percentage of “very satisfied” and “satisfied” responses.

“I am pleased with the overall results of this survey and believe that it is reflective of the outstanding work our City staff does around the clock to ensure residents receive the best possible services,” said Mayor Mitch Colvin. “For those areas where we need to improve, City Council can use these results to help staff prioritize their focus areas as we look at how we plan strategically for our City’s future.”

Respondents were also asked if during the past year they or other members of their household had contacted the City to seek services, ask a question and/or file a complaint. Forty‐seven percent indicated they had contacted the City to seek services, ask a question and/or file a complaint. From the 47 percent of respondents who had contacted the City, they were asked to rate their satisfaction with the customer service received. Seventy-two percent of those respondents said City staff is easy to contact and 68 percent said they were pleased with the accuracy of information and assistance given.

“The survey is part of the City’s ongoing efforts to identify and respond to resident concerns and gather input about priorities for the community,” said Rebecca Jackson, Director of Strategic Performance Analytics. “This survey helps ensure that the City’s priorities continue to match the needs and desires of the residents as it brings residents into the early stages of the strategic planning process.”

The survey was seven pages and was mailed to 4,500 randomly selected households. Residents who had not responded to the survey by mail were contacted by phone and given the option of completing the survey by phone.

The consultant received 696 survey responses, which ensures the survey results have statistical significance with a precision of at least +/- 3.7 percent at the 95 percent level of confidence. The sample is statistically representative of the City’s population with regard to the demographic and geographic composition of the sample.

The last resident survey conducted by the City of Fayetteville occurred in 2016.

The current survey can be found at https://fayettevillenc.gov/citizensurvey by clicking on “2018 Resident Survey.”

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