The City provides high-quality services

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The City provides high-quality services.

The City’s highest objective is to provide superior customer service in the most timely and cost effective manner on a daily basis. By focusing on current needs and anticipating future customer needs, the City can deliver services consistently and efficiently. One tool that the City relies on to assess customer service is the feedback received from the City’s Community Survey. This feedback is used to make changes to existing services and/or anticipate future service requirements. The City takes pride in its technically competent workforce, and is dedicated to serving customers and adapting resources to requirements.

Caution Satisfaction with City services

Description

Percent of respondents indicating somewhat satisfied/very satisfied with the City government’s overall job of providing high quality services on the City's annual community survey.

Analysis

The City has maintained a consistently high score over the past few years. Variation can be contributed to common cause with no statistical significance between the years. A dramatic decrease would indicate severe problems with City work processes and service delivery mechanisms. Fiscal year 2018 community survey shows that 90% of the survey participants are satisfied/very satisfied with the City government's overall job of providing high quality services. The City will continue to strive for "Excellence, Everyday" to help meet the needs of the residents through the services provided.

Impact

The City has a high ability to impact this measure.

On Target Net Promoter Score

Description:

This measure of brand loyalty has been correlated to organizational success and it is based on the Loyalty Business Model built upon the premise that the quality of a product or service leads to customer satisfaction, which leads to customer loyalty, which leads to profitability or company success as customers remain loyal to the brand.

Analysis:

A positive Net Promoter Score (NPS) (greater than zero) is a good score and a score above 50 is an excellent score (Reichheld, Frederick F., December 2003). "One Number You Need to Grow", Harvard Business Review). The NPS for the City of Germantown is considered to be an excellent score. A significant decrease in the NPS would be a negative reflection on the City's overall quality of life. The City scored a NPS of 71 in fiscal year 2018 which shows three consecutive years of the City scoring a Net Promoter score in the 70's. The City will continue to focus on the needs of the City and citizens and strive for "Excellence, Everyday" by giving excellent customer service and high quality service.

*The City did not administer a Community Survey in FY19, FY20, FY21 and FY22.

Impact:
The City has a high ability to impact this measure.