Oct. 24, 2022
City of Pensacola Completes Annual
Resident Satisfaction Survey
The City of Pensacola has completed the 2022 Resident Satisfaction Survey
, gathering valuable feedback from residents about areas of success with city services and identifying opportunities for improvement. A total of 1,133 residents completed the online survey to provide their input.
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.
"Resident feedback is incredibly important for us to continue to enhance the services we provide to our residents and keep improving the quality of life in the City of Pensacola," Mayor Grover Robinson said. "I am proud to have conducted this survey all four years I served as Mayor, and I'd like to thank every resident who took the time to provide us their valuable feedback to help us succeed. I look forward to seeing what the future holds for the City of Pensacola as we work together to continue to improve our community."Highlights from the survey results include:
- 80% of participants found the Mayor’s Bulk Cleanup (Mayor's Neighborhood Cleanup) efforts either moderately, very, or extremely effective.
- Only 18% 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 41% of respondents either satisfied or very satisfied.
- 61% of respondents agreed or strongly agreed that the City of Pensacola has provided quality fire services over the past year, 57% agreed or strongly agreed that the city has provided quality parks and community centers over the past year, and 52% agreed or strongly agreed that the city has provided quality police services over the past year.
- Pensacola International Airport, Pensacola Fire Department, and Pensacola Police Department services ranked higher in responsiveness and customer service than any other City of Pensacola departments.
- Pensacola Fire Department received the highest five star customer service satisfaction rating of any city department, with 77% of respondents giving PFD's customer service five star ratings. A total of 87% of respondents gave PFD four and five star customer service ratings.
- Other departments that received high customer service ratings included Pensacola International Airport (88% four and five star ratings), Pensacola Police Department (71% four and five star ratings), Sanitation Services (66% four and five star ratings), and Pensacola Energy (61% four and five star ratings).
- For the second consecutive year, more than half of respondents said they were satisfied with the City of Pensacola’s handling of COVID-19.
- Community safety is the top priority for responding residents, followed by housing and infrastructure.
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
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