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Citizen Satisfaction Survey Results

2021 Fall Citizen Satisfaction Survey Results

2021 Fall Citizen Satisfaction Survey Results

The City values citizens’ opinions and conducts an 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 provide a performance-based report for Council and Administration and serve 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.

Additional Fall 2021 Research Results:


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

2021 Fall Citizen Satisfaction Survey Results Highlights


The Fall 2021 Quality of Life and Citizen Satisfaction Survey results are in and while the impacts of COVID-19 are still being felt by Calgarians, overall perceptions about the quality of life in Calgary have remained stable since the onset of the pandemic.

Quality of Life

Calgarians are positive about quality of life in Calgary: 80 per cent of Calgarians say their quality of life is 'good,' similar to 79 per cent in 2020.

Issue Agenda

The issue identified as needing the most attention from local leaders is “infrastructure, traffic and roads,” at 29 per cent, up 1 percentage point from Fall 2020 (28 per cent). Ranking as the second most important issue is “crime, safety and policing” (14 per cent) down 1 percentage point from Fall 2020 (15 per cent), followed by “transit” (14 per cent) up 2 percentage points from Fall 2020 (12 per cent).

Issues around “taxes” see a decline to 9 per cent, down 4 percentage points from Fall 2020 (13 per cent), while “recreation and parks” (9 per cent), shows a 2-point increase from Fall 2020 (7 per cent).

The COVID-19 pandemic also remained on the Issue Agenda this fall at 9 per cent down 2 percentage points from Fall 2020 (11 per cent).

Customer Service Delivery

Citizen perceptions about The City’s customer service delivery remain positive and stable: the percentage of those who agree the “City staff are courteous, helpful and knowledgeable” (93 per cent) is identical to levels in Fall 2020 (92 per cent). The percentage of Calgarians who feel that “The City of Calgary meets my customer service expectations” (84 per cent), is identical with Fall 2020 (84 per cent).

2021 Ward Maps & Summary Reports


Ward maps and summary reports will be published in early 2022.

2021 Spring Citizen Satisfaction Survey Results


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.

Additional 2021 Spring Citizen Research Results:

Additional Resources


Media information

​Additional resources for media are available in City newsroom.

Additional research reports

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

Citizen research

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

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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