Dec. 3, 2021
City of Pensacola Completes Annual
Resident Satisfaction Survey
The City of Pensacola has completed the 2021 Resident Satisfaction Survey,
gathering valuable feedback from residents about areas of success with city services and identifying opportunities for improvement. A total of 1,520 residents completed the online survey, a nearly 21% increase from 2020.
This is the third consecutive year the survey has seen an increase in responses, with 2020 survey participation increasing by 56% from 2019, and 2019 survey participation increasing by 55% from 2018.
The survey was conducted by the University of West Florida Haas Center to assess resident satisfaction with a variety of city services and determine residents' top priorities for the City of Pensacola. Data will be used by the city to identify budget priorities and areas for improvement to provide high quality services to residents.
"These survey responses will help the City of Pensacola continue to enhance city services and better serve our residents, while working together to continue to improve our community," Mayor Grover Robinson said. "I am glad to see we have such engaged citizens who are willing to provide their feedback to the city to help us succeed. I'd like to thank every resident who took time to give feedback about what's most important to them, along with the UWF Haas Center for their research."Highlights from the survey results include:
- More than half of respondents are satisfied with the City of Pensacola’s handling of COVID-19.
- 83% percent of participants found the Mayor’s Bulk Cleanup (Mayor's Neighborhood Cleanup) efforts either moderately, very, or extremely effective.
- Only 13% of respondents showed dissatisfaction with ease of obtaining information about City services.
- When participants rated their satisfaction with the city’s economic development efforts over the last year, they were most satisfied with public access to waterfront, with 39% of respondents either satisfied or very satisfied.
- Pensacola Fire Department received the highest customer service satisfaction rating of any city department, with 94% of respondents giving PFD's customer service four or five star ratings.
- Other departments that received high customer service ratings included Pensacola International Airport (86% four and five star ratings), Pensacola Energy (73% four and five star ratings), Sanitation Services (68% four and five star ratings), and Parks and Recreation (66% four and five star ratings).
Areas for improvement identified by the survey include:
- Two net promoter score questions suggest there is still some work for the city to do in order to move more residents from a “passive” category to “promoters” of the city as a recommended place to live and as a "City of Excellence."
- Customer service and responsiveness ratings with some outward-facing departments
- Continued improvements related to neighborhood safety, traffic safety and infrastructure
- Housing market affordability
Community safety was identified as the top priority for residents, selected by 33% of respondents.
"Getting input from our residents is the best way for us to continue improving and becoming a city of excellence, and I look forward to working with our leadership team to address the concerns raised in the survey," Mayor Robinson said. "The City of Pensacola continues to attract new residents every day, and by working together, I am confident that we can maintain the highest quality of life for our residents and continue making our great city even better."