2018 Greenwich Resident Satisfaction Survey Results

Under the leadership of First Selectman Peter J. Tesei, the Town continues its work to improve the level and quality of services that it provides to residents.

This Fall, the Town contracted with Connecticut-based firm GreatBlue Research, Inc., to help evaluate resident satisfaction through a randomized, statistically significant telephone survey. The survey, first conducted in 2014, is administered on a biennial basis to track changes in satisfaction and inform our service improvement efforts. For 2018, the survey sample size was 400. Phone calls were made to a mixture of landline and cell phones to Greenwich residents over the age of 18.

First Selectman Tesei stated, “Departments use the feedback to focus improvement efforts. The resident satisfaction survey is an important tool for budgeting and to continually enrich the services we provide.”

Overall, the results of the 2018 survey demonstrated increases in several key areas of the study.

  • General satisfaction with Town services, overall value of tax dollars, local police protection, services provided by the fire department, and quality of education provided by local public schools had higher means in 2018 than in 2016 and 2014.
  • Mean ratings for the time, accuracy, helpfulness, and information of the Building Inspection Division and the Planning and Zoning Department all experienced strong increases in 2018 over 2016.
  • The Parks and Recreation Department saw strong increases in mean values across the areas of time, accuracy, and helpfulness in obtaining a Park Pass.
  • Across the Highway Division results, the largest increase in mean value was in prioritizing projects that are important to residents.

There were some demographic differences among respondents. For example, residents ages 18-39 provided a higher mean for the overall value of tax dollars than residents who were 40-64 and 65+. Residents 65+ provided a higher mean score for quality of public education compared to residents 18-39.

The survey highlighted the need to continue to improve communication between Town government and the community. In 2018, we asked respondents to share how they prefer to receive information from the Town. The top four were direct mail, Town website, email, and newsletter.

“I am very pleased to see growth in satisfaction in every area of study. These results would not be possible without our Town departments making focused efforts on customer service and Lean Six Sigma,” said First Selectman Tesei. “We will use the results of this survey to continue to ensure that Greenwich remains the premier Connecticut community to live, work and raise a family.”

The full detailed 2018 Resident Satisfaction Survey report can be accessed online here: https://www.greenwichct.gov/DocumentCenter/View/11084/2018-Greenwich-Resident-Satisfaction-Survey-Report_11-19-2018

As always, residents are encouraged to reach out to Town departments regarding issues or questions with any service.

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