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Citizen Satisfaction Survey Results

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2019 Citizen Satisfaction Survey


Fall 2019 Citizen Satisfaction Survey Results


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The City conducts the annual Citizen Satisfaction Survey to gather citizens’ views about living in Calgary, perception of quality of life, attitudes towards City Administration and Council, and perspectives of City programs and services. Findings from this annual survey of citizens provide a performance-based report for Council and Administration, and serves as an important tool for understanding the needs and perceptions of Calgarians and identifying areas for improvement on an ongoing basis.

Given that the Citizen Satisfaction Survey is a year-over-year longitudinal survey, it provides more than opinions captured in a single moment of time; tracking citizens’ perceptions over time allows for comparison against previous years’ findings and allows The City to gauge and better understand shifts and changes in perception. Additionally, the survey shows that The City values citizens’ opinions by giving them an opportunity to provide feedback. 


Annual and semi-annual survey findings like this provide data-driven and performance-based reporting for Council, Administration, and the public. Like the Citizen Satisfaction Survey, the Spring Pulse is a critical tool in helping Council and The City better understand the needs and perceptions of Calgarians and identifying areas for improvement.

Additionally, tracking citizens' perceptions over time allows for comparison against previous years' findings and benchmarking against established municipal norms from other Canadian municipalities.

2019 Citizen Satisfaction Survey Results Highlights


 
 
Quality of Life
Calgarians are positive about quality of life in Calgary: 83 per cent of Calgarians say their quality of life is 'good,' a slight decrease from 2018.
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Issue Agenda
The issue identified as needing the most attention from local leaders is “infrastructure, traffic and roads,” at 35 per cent, down 5 percentage points from Fall 2018 (40 per cent). Ranking as the second most important issue is “transit” (17 per cent), followed by “crime, safety and policing” at 15 per cent.

Issues around “budget and spending” and “taxes” have both seen increases over Fall 2018. “Budgets and spending” at 11 per cent show a statistically significant increase of 7 percentage points from Fall 2018 (4 per cent), while “taxes” also at 11 per cent, show a 3 point gain from 8 per cent in Fall 2018.
 
Customer Service Delivery
Citizen perceptions about The City’s customer service delivery remain strong: the percentage of those who agree the “quality of customer service from The City is consistently high” (81 per cent) remain on par with levels in Fall 2018 (83 per cent). Ratings are also similar for Calgarians feeling that “The City of Calgary makes customer service a priority” (79 per cent), lower than Fall 2018 (82 per cent).
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2019 Ward Maps & Summary Reports


 

Summary reports will be posted soon.

2019 Spring Pulse Survey Results


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The City of Calgary has conducted the annual Spring Pulse telephone survey since 2017.

We hear from Calgarians that they expect and value opportunities to provide input to The City; the Spring Pulse survey is one way Council and Administration can hear directly from citizens.

 2019 Spring Pulse Survey

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Additional Resources


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<div class="ExternalClass0188BFC819294C799B4668E3DF9A7FF9"><p>​Additional resources for media are available in City newsroom.</p></div>

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Go to City newsroom

https://newsroom.calgary.ca/, https://newsroom.calgary.ca/

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Media information

​Additional resources for media are available in City newsroom.

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Additional research reports

​Access reports from previous years via the Research and Engagement Library.

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Citizen research

​To provide input into City programs and services on an ongoing basis, join Calgary's online panel.

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Toolkit for teachers

​A teacher's guide is available to help students understand how surveys can be used to gauge citizen satisfaction and help decisions about City services.

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