METRIC: Overall Customer Service by Puyallup Employees
DEFINITION: City employees provide customer service to residents, businesses, and other customers through interactions over the phone, in person, by email, and through the City's social media and website. The National Community Survey tracks residents' satisfaction with this customer service on a biennial basis.
SOURCE: The National Community Survey for the City of Puyallup 2021
Importance: Strong local governments produce results that meet the needs of residents while making the best use of available resources and are responsive to the present and future needs of the community as a whole.
Quality of Governance:
In the 2021 City of Puyallup Community Survey, 88% of respondents rated the overall customer service provided by City employees as excellent or good.
Almost three-fourths of the respondents gave high ratings to the quality of the City's services (71%) when compared to those of the federal government (31%).
The City also received positive ratings for other measures of governance - public information services (63%), welcoming resident involvement (54%), and being open & transparent to the public (53%); all similar to the national benchmark which is comprised of resident perspectives from the most recent survey completed in over 600 communities nationwide.
Community Preferences: The survey included a supplemental question about how residents received information about the City and its activities, events, and services. The City website was ranked as the main source of information, closely followed by local media, and word-of-mouth. Overall, social media channels are considered a less important source while public meetings and local government cable received low ratings as information sources.