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About 56 percent of respondents had phone or in-person contact with a City employee during the past 12 months. The questionnaire asked these respondents to rate the performance of the employee with whom they most recently had contact. Table 13 lists the service quality dimensions on which performance was rated and the distribution of responses on a scale ranging from "very bad" to "very good."
Table 13: Customer Service Dimensions and Distribution of Employee Performance Ratings from Citizens with Recent Employee Contact
|
|
Percent of 443 Respondents
|
|
Very Bad
|
Bad
|
Average
|
Good
|
Very Good
|
No Opinion
|
|
Courtesy
|
2.2%
|
2.8%
|
11.2%
|
33.3%
|
49.9%
|
0.6%
|
|
Making you feel valued as a citizen/customer
|
3.0%
|
5.1%
|
17.9%
|
35.4%
|
37.2%
|
1.4%
|
|
Willingness to help
|
3.6%
|
4.4%
|
14.9%
|
32.0%
|
41.7%
|
3.4%
|
|
Promptness
|
3.1%
|
4.9%
|
18.2%
|
29.7%
|
38.5%
|
5.6%
|
|
Knowledge
|
3.7%
|
3.2%
|
14.8%
|
35.8%
|
39.2%
|
3.3%
|
|
Professionalism
|
2.9%
|
3.1%
|
13.3%
|
35.9%
|
43.0%
|
1.8%
|
|
Accuracy
|
3.8%
|
3.1%
|
17.3%
|
34.6%
|
35.2%
|
6.1%
|
Table 14 shows the same information averaged and converted to a 100-point scale. Respondents who selected the "no opinion" option were not included in the average. On average, respondents rated their most recent experiences with employees as "good" on all the service quality dimensions.
Table 14: Customer Service Dimensions and Average Employee Performance Ratings from Citizens with Recent Employee Contact
|
|
Number of Respondents
Expressing an Opinion
|
Average Rating Score
87.6 to 100 = Very Good
62.6 to 87.5 = Good
37.6 to 62.5 = Average
12.6 to 37.5 = Bad
0 to 12.5 = Very Bad
|
95 Percent
Confidence Interval
|
|
Courtesy
|
440
|
81
|
+/-3.7
|
|
Making you feel valued as a citizen/customer
|
437
|
75
|
+/-4.1
|
|
Willingness to help
|
428
|
77
|
+/-4.0
|
|
Promptness
|
418
|
75
|
+/-4.2
|
|
Knowledge
|
428
|
77
|
+/-4.0
|
|
Professionalism
|
435
|
79
|
+/-3.8
|
|
Accuracy
|
416
|
75
|
+/-4.2
|
Compared to 2001, respondent ratings of their most recent experiences with employees have not changed. Ratings in 2003 are statistically the same as in 2001.
Figure 8: Citizen Contact with City Employees
About 41 percent of respondents had no contact with any City employees during the past 12 months. These respondents rated City employee performance based on their impressions of how employees treat Fort Collins residents. These respondents rated employees on the three dimensions listed in Table 15, which also shows the distribution of responses on a scale ranging from "very bad" to "very good."
Table 15: Customer Service Dimensions and Distribution of Employee Performance Ratings from Citizens without Recent Employee Contact
|
|
Percent of 323 Respondents
|
|
Very Bad
|
Bad
|
Average
|
Good
|
Very Good
|
No Opinion
|
|
Courtesy
|
0.0%
|
0.0%
|
20.5%
|
35.2%
|
13.5%
|
30.8%
|
|
Making citizens or customers feel valued
|
0.7%
|
1.2%
|
26.2%
|
31.4%
|
9.7%
|
30.7%
|
|
Promptness in responding to inquiries and service requests
|
0.4%
|
2.0%
|
21.6%
|
32.7%
|
10.6%
|
32.8%
|
Table 16 shows the same information averaged and converted to a 100-point scale. Respondents who selected the "no opinion" option were not included in the average. On average, respondents rated employees as "good" on the three service quality dimensions, but scores are somewhat lower than the scores given by respondents who had actual contact with an employee.
Table 16: Customer Service Dimensions and Average Employee Performance Ratings from Citizens without Recent Employee Contact
|
|
Number of Respondents
Expressing an Opinion
|
Average Rating Score
87.6 to 100 = Very Good
62.6 to 87.5 = Good
37.6 to 62.5 = Average
12.6 to 37.5 = Bad
0 to 12.5 = Very Bad
|
95 Percent
Confidence Interval
|
|
Courtesy
|
224
|
72
|
+/-5.9
|
|
Making citizens or
customers feel valued
|
224
|
67
|
+/-6.2
|
|
Promptness in responding
to inquiries and service requests
|
217
|
69
|
+/-6.2
|
A final question in this section invited respondents, who had expressed dissatisfaction with City employees, to comment on their reasons for being dissatisfied. Comments were relatively few, and the only common type of complaint was regarding either lack of any response or lack of a prompt response to letters or phone calls.
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