The City of Walla Walla has received results from the 2016 citizen satisfaction survey. The American Customer Satisfaction Index (ACSI) score rose from 62 to 63. Survey responses help officials shape policies and priorities for the City.
In 2016 the City’s scores improved in many areas and meet or exceed regional and national benchmarks in many categories. The average score for Washington, Oregon, Idaho, and Montana is 61, as is the national score. The ACSI is a well-respected standard of customer satisfaction metrics for both government and the private sector.
In comparing the City’s 2015 scores with its 2016 scores, citizens indicated that they:
- feel the City is communicating more effectively to the community (score increased 7 points to 63).
- feel the City is spending dollars wisely (score increased 6 points to 53).
- feel the City is open to citizen ideas and involvement (score increased 5 points to 59).
- are more supportive of the current administration (overall score increased 5 points to 62).
- are more pleased with the performance of their local government (overall score increased 4 points).
- are more pleased with the Walla Walla Public Library (overall score increased 5 points to 78).
- are more pleased with the transportation infrastructure (overall score increased 4 points to 63).
- feel Walla Walla is a safer place to walk and bike (score increased 5 points to 70).
- feel Walla Walla is a safer place to walk at night (score increased 5 points to 59).
- are less satisfied with housing affordability (score decreased 3 points to 46).
In the 2016 survey, the City added a question dealing with glass recycling. Responses indicated that 58 percent would be willing to pay $1 per month for glass recycling.
The survey was conducted by Cobalt Community Research, a 501c3 organization that provides research and education for schools, local governments, and nonprofit organizations. A random sample of 1,500 residents was drawn from utility billing records. The survey was conducted using two mailings in November and December 2016, which was the same timeframe as the 2015 survey. Cobalt received valid responses from 506 residents, providing an exceptional response rate of 34 percent and a conventional margin of error of +/- 4.3 percent in the raw data and an ACSI margin of error of +/- 1.8 percent. For comparison, national surveys with a margin of error +/- 5% require a sample of 384 responses to reflect a population of 330,000,000.
Cobalt Community Research conducted the survey as part of a non-profit program called the Cobalt Citizen Engagement and Priority Assessment. The program gives local governments solid, citizen-based data to support resource decisions, to improve services, to measure progress, and to build public trust. The assessment is powered by the patented technology of the American Customer Satisfaction Index (theACSI.org). The ACSI measures over two-thirds of the United States economy and produces scores for more than 100 federal government agencies.