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DON'T KNOW/REFUSED ............................ 4% <br />Only one percent rate courtesy lower. <br />Favorable ratings are cited more often by: <br />• those rating the quality of life as good or lower <br />• those connected to city sewer <br />Responsiveness of the staff? <br />Ninety-two percent rate the responsiveness of the staff as either "excellent' or "good:" <br />EXCELLENT ...................................... <br />21% <br />GOOD........................................... <br />71% <br />ONLY FAIR ........................................ <br />0% <br />POOR ............................................ <br />0 <br />4 0 <br />DON'T KNOW/REFUSED ............................ <br />3% <br />Only four percent post lower ratings. <br />Ratings peak among: <br />• men <br />Contacts with City Hall provide residents with excellent customer service. <br />Summary and <br />Conclusions <br />During the past year, 25% of respondents contacted Orono City Hall. Among this group, 27% <br />called for information about permits; ten percent, for code information; and, 12% for sewer <br />service information. Twenty-one percent initially contacted "general information," while 15% <br />called the "Public Works Department" directly. Eighty-three percent are "satisfied" with the <br />service provided, while 15% give the service at most "mixed" evaluations. "Slow response" and <br />"no response" account for 86% of this dissatisfaction. On each of four dimensions of quality <br />customer service — convenience of City Hall hours, waiting time for service, courtesy of the staff, <br />and responsiveness of the staff — respondents award positive ratings higher than 90%. Since each <br />evaluation exceeded the 80% threshold indicative of high quality customer service, Orono City <br />employees are providing exemplary service to residents. <br />106 <br />