1. Citizen Satisfaction Survey March 2003 Results Office of the Mayor Program Management Office March 28, 2003

2. ATL 2 Objectives  Create a citizen satisfaction index against which the performance of city services can be measured  Drive an “outcomes orientation” into the city management culture  Provide the Mayor and COO with a reliable channel that captures the shifting priorities and attitudes of citizens that can be used to drive service decisions and business strategy

3. ATL 3 Methodology  The survey was conducted by telephone -takes approximately 17 minutes to complete -pre-tested using cognitive interviews in-house -multiple choice survey with only one open-ended question  Based on a random sample of pre-dialed residential phone numbers from exchanges within the Atlanta city limits -each number was given a minimum of four attempts to reach a valid respondent  Once a household was reached, a respondent was randomly selected by asking for the member of the household with the most recent birth date (known as the Kish method of respondent selection) -if the proper respondent was not available at that time, we asked when would be a good time to call back. -if the respondent was there, but not willing to take the survey at that time, we asked for a convenient time to call back. In other words, we make sincere efforts to reach the respondent selected by our systemized randomization techniques  The data presented from the survey has been weighted to account for unequal probability of selection and to post-stratify the sample so that it is representative of the population on the basis of gender, age, and race.

4. ATL 4 Respondent Profile (from Dec. ‘02 survey) Gender  Male23147.5%  Female25652.5% Race  Black29461.4%  White15932.2%  Hispanic204.1%  Other61.2% Level of education  High school diploma or less14630.1%  Some College11022.7%  College Degree13928.7%  Post Grad Work9018.5% Home Ownership  Home owner23348.2%  Does not own home25051.8% Age  18 - 259119.1%  26 - 3511223.3%  36 - 459118.9%  46 55 7415.5%  56 - 65469.6%  66 and older6513.6% Household income  Less than $20k6312.9%  $20k - $30k7315.0%  $30k - $50k8918.3%  $50k - $75k7816.0%  $75k - $100k418.4%  $100k or more7214.9%  Refused answer7114.5% FrequencyPercent FrequencyPercent

5. ATL 5 Respondent Profile (from Mar. ‘03 survey) Gender  Male30049.9%  Female30150.1% Race  Black33156.5%  White21035.8%  Hispanic264.5%  Other193.2% Level of education  High school diploma or less18831.7%  Some College12320.8%  College Degree15726.6%  Post Grad Work12521.0% Home Ownership  Home owner32954.9%  Does not own home27045.1% Age  18 - 2510418.0%  26 - 3514124.3%  36 - 4511219.3%  46 55 9215.8%  56 - 65559.5%  66 and older7613.1% Household income  Less than $20k8814.6%  $20k - $30k9415.6%  $30k - $50k10417.2%  $50k - $75k8414.0%  $75k - $100k488.0%  $100k or more10016.7%  Refused answer8313.9% FrequencyPercent FrequencyPercent

6. ATL 6 General Level of Satisfaction with City of Atlanta How would you rate…? How much confidence do you have? (% responding “complete confidence” or “great deal of confidence”) Satisfaction with City of Atlanta services overall 10 = extremely satisfied 1 = extremely dissatisfied

7. ATL 7 Key Issues Concerning Atlantans What issue would you most like to see the city government address? (open-ended question; recorded first issue mentioned by respondent)

8. ATL 8 Key Irritants In Daily Life How often are you bothered by...

9. ATL 9 Overall Service Levels How would you rate the City of Atlanta on the following? (% responding “excellent” or “good”)

10. ATL 10 Downtown Environment How well each statement describes downtown Atlanta?* *Respondents asked to rate each issue on a scale of 1 to 10 where 10 = the statement describes it perfectly and 1 = doesn’t describe it at all Average rating

11. ATL 11 Neighborhood Safety How safe do you feel walking a block or two from where you live? How much confidence do you have in the ability of the police to protect your neighborhood?

12. ATL 12 Police Services How would you rate the City of Atlanta Police in handling the following? How would you rate the City of Atlanta Police force on the following? To what degree do you think the Atlanta Police have a positive presence in your neighborhood? 10 = the statement describes it perfectly 1 = doesn’t describe it at all

13. ATL 13 Fire Services How much confidence do you have in the Atlanta Fire Department? How would you rate the City of Atlanta Fire Department on the following? 10 = the statement describes it perfectly 1 = doesn’t describe it at all Percent responding “Complete confidence” or “Great deal of confidence”

14. ATL 14 Parks How well do the following terms describe the city’s parks? How satisfied are you with the City of Atlanta parks? 10 = the statement describes it perfectly 1 = doesn’t describe it at all

15. ATL 15 Water and Sewer How satisfied are you with the sewer system in your neighborhood? How satisfied are with the storm water drainage in your neighborhood?