Mini Poll: Fixing The Broken


Whom do you trust most to provide the following services, a municipal government, a state-chartered government agency, or a contracted private company?


Sewage treatment, storm water control

MUNICIPAL:
 68%
STATE:
 16%
PRIVATE:
 16%

Drinking water treatment and delivery

MUNICIPAL:
 71%
STATE:
 17%
PRIVATE:
 13%

Parks maintenance

MUNICIPAL:
 74%
STATE:
 16%
PRIVATE:
 10%

Public Transportation

MUNICIPAL:
 53%
STATE:
 29%
PRIVATE:
 18%

Road repairs and maintenance

MUNICIPAL:
 41%
STATE:
 48%
PRIVATE:
 11%

Animal control

MUNICIPAL:
 76%
STATE:
 8%
PRIVATE:
 15%

Electricity

MUNICIPAL:
 29%
STATE:
 17%
PRIVATE:
 54%

Recreation centers

MUNICIPAL:
 71%
STATE:
 8%
PRIVATE:
 21%

Garbage collection and recycling

MUNICIPAL:
 71%
STATE:
 5%
PRIVATE:
 24%

Homeless services

MUNICIPAL:
 48%
STATE:
 25%
PRIVATE:
 27%

Education

MUNICIPAL:
 35%
STATE:
 40%
PRIVATE:
 24%

Airport administration

MUNICIPAL:
 48%
STATE:
 33%
PRIVATE:
 19%

 


Which of the following qualities is the most important to you in the delivery of municipal services?


Efficiency:
 26%
Fairness:
 10%
Effectiveness:
 57%
Cost:
 6%

St. Louis Residents

Efficiency:
 31%
Fairness:
 7%
Effectiveness:
 56%
Cost:
 6%

Non-Residents

Efficiency:
 15%
Fairness:
 20%
Effectiveness:
 56%
Cost:
 8%

 


Using the same letter grades that your teachers likely used in grade school, what grade would you give the department, agency, or company that provides the following services where you live?


Sewage treatment, storm water control

A:
 26%
B:
 42%
C:
 23%
D:
 6%
F:
 4%

Drinking water treatment and delivery

A:
 78%
B:
 15%
C:
 5%
D:
 1%
F:
 1%

Electricity

A:
 37%
B:
 36%
C:
 20%
D:
 5%
F:
 2%

Parks maintenance

A:
 33%
B:
 40%
C:
 20%
D:
 3%
F:
 3%

Fire protection services

A:
 66%
B:
 26%
C:
 5%
D:
 1%
F:
 1%

Public transportation

A:
 11%
B:
 28%
C:
 35%
D:
 21%
F:
 5%

Mental health services

A:
 7%
B:
 18%
C:
 44%
D:
 19%
F:
 13%

Cable or satellite television

A:
 12%
B:
 21%
C:
 30%
D:
 20%
F:
 17%

Telephone service

A:
 26%
B:
 33%
C:
 27%
D:
 10%
F:
 4%

Restaurant inspections

A:
 23%
B:
 45%
C:
 26%
D:
 4%
F:
 3%

Road repairs and maintenance

A:
 8%
B:
 38%
C:
 36%
D:
 12%
F:
 6%

Regional planning

A:
 4%
B:
 23%
C:
 35%
D:
 20%
F:
 17%

Garbage collection and recycling

A:
 27%
B:
 38%
C:
 21%
D:
 8%
F:
 6%

Police services

A:
 42%
B:
 37%
C:
 13%
D:
 6%
F:
 3%

 


Have you ever used the City of St. Louis’s Citizens’ Service Bureau to request a municipal service, complain about a problem, or leave a compliment for a job well done?


Yes:
 53%
No:
 28%
I have never heard of it:
 18%

St. Louis Residents

Yes:
 67%
No:
 22%
I have never heard of it:
 11%

Non-Residents

Yes:
 16%
No:
 45%
I have never heard of it:
 39%

 


How did you most recently contact the Citizens’ Service Bureau?


By phone:
 32%
By letter of fax:
 1%
By Twitter:
 4%
By email:
 12%
By using the CSB web page:
 9%
By yelling outside City Hall:
 0%
I have never used the CSB:
 43%

 


Do you think that your complaint or request for service made a difference?


Yes, quickly:
 18%
Yes, eventually:
 24%
Nope:
 15%
I have never used the CSB:
 43%

 


How were you treated by the Citizens’ Service Bureau staffer who addressed your complaint or request for service?


I was treated like a valued customer:
 19%
I was treated professionally, but not warmly:
 26%
I was treated like a nuisance:
 7%
I was treated like a kook:
 2%
I was ignored:
 3%
I have never used the CSB:
 44%

 


Which of the following would be the most useful addition to the Citizens' Service Bureau?


Interpreter service available for languages other than English:
 6%
The ability to text complaints/requests directly from my cell phone:
 17%
A Customer Bill of Rights to set clear standards and expectations:
 22%
A comprehensive list of websites and phone numbers for citizens information:
 42%
A community advisory board:
 13%

 


Which of the following do you think is most valuable component of customer service?


Patience:
 3%
Friendliness:
 4%
Responsiveness:
 66%
Perseverence:
 4%
Acknowledgement of the problem:
 14%
Contrition:
 1%
Fairness:
 6%
Urgency:
 3%

St. Louis Residents

Patience:
 3%
Friendliness:
 5%
Responsiveness:
 68%
Perseverence:
 5%
Acknowledgement of the problem:
 12%
Contrition:
 1%
Fairness:
 3%
Urgency:
 3%

Non-Residents

Patience:
 1%
Friendliness:
 2%
Responsiveness:
 60%
Perseverence:
 2%
Acknowledgement of the problem:
 17%
Contrition:
 2%
Fairness:
 12%
Urgency:
 3%

 


Do you live in the City of St. Louis?


Yes:
 71%
No:
 29%

 


Note: Due to rounding, results for some questions may not total 100%.