Manchester releases results of Oct. 2008 customer service survey

MANCHESTER (January 28, 2009) – On Wednesday, the City of Manchester’s Customer Service Committee released the results of a survey it conducted in October 2008 regarding the public’s opinion on city services.


Out of 235 surveys submitted, 232 answered questions regarding specific departments throughout the city. Nearly 84 percent of respondents said their interaction with the city met or exceeded expectations, while 87 percent who answered the question “staff was courteous and helpful” said the city met or exceeded expectations. In addition, nearly 85 percent who answered the question, “staff provided complete and accurate information” met or exceeded expectations. In all cases, the percentage of respondents who answered “below expectations” to any of the questions ranged from 7.3 to 16.5 percent.


Mayor Frank Guinta said that he is generally pleased with the results, and will work with the committee and department heads to address concerns that came up in the surveys. “We have released the results and, while there are always actions we can do to improve, I believe the results show we are on the right track,” Mayor Guinta said.


In summer 2008, Mayor Guinta established a Customer Service Committee consisting of department heads and representation from the Board of Mayor and Aldermen. The purpose of the group is to determine public opinion regarding city services. The survey, which was tabulated throughout the month of October, was available online at the city’s Web site. In addition, a paper survey was available in all municipal offices.


A five-page summary of the survey’s results will be available on the City of Manchester Web site: