San Antonio: Residents Give City Highest Ever City Services Satisfaction Rating
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SAN ANTONIO (June 20, 2024) ~ San Antonio, TX - The City of San Antonio has once again set the national standard for service delivery, according to the results of the 2024 Community Satisfaction & Budget Priority Survey. Conducted by ETC Institute, Inc., the survey shows a record-breaking 87 percent satisfaction rating among residents for the overall quality of City services. This marks a significant increase from 2022, when the rating was 74 percent, and an even larger jump from 2018's rating of 64 percent.

City Manager Erik Walsh expressed his gratitude to the more than 13,000 City employees who have played a crucial role in achieving this high level of resident satisfaction. "Customer service remains our focus," he said, "and the survey data will help us determine community priorities to invest our efforts and resources in the upcoming fiscal year budget."

The survey was conducted with a statistically valid sample size of over 1,000 residents, with at least 100 residents surveyed in each of the City's 10 Council districts. The sample was representative of San Antonio's diverse demographic composition in terms of age, gender, race/ethnicity, and other factors.

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Chris Tatham, CEO of ETC Institute, noted that the survey results demonstrate that the City is investing in services that are important to its residents. "For example," he said, "the ranking of infrastructure as a top priority for investment, coupled with the leap in satisfaction in Public Works services, shows that the City listens to its residents and delivers accordingly."

In addition to overall satisfaction with City services being significantly above the national average, resident satisfaction increased in 21 out of 25 areas assessed. The largest increase was seen in Public Works services with a jump of 24 percent compared to 2022.

The purpose of this survey was threefold: to measure resident satisfaction with service delivery; to help City leaders identify priorities for investment; and to monitor progress since the 2022 Community Survey. Based on the results, residents have identified their top priorities for investment in the Fiscal Year 2025 budget, with streets, homeless encampment cleanups, services to assist the homeless, and sidewalks ranking as the top four.

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San Antonio's success in service delivery is evident not only in its high satisfaction ratings but also in its comparison to national averages. The City's customer service satisfaction rate of 88 percent far surpasses the national average of 32 percent, while overall City services satisfaction at 87 percent is significantly higher than the national average of 41 percent. Additionally, San Antonio ranks first in most categories compared to other major cities in Texas.

The City of San Antonio conducts a Community Survey every two years through an independent consultant to gauge resident satisfaction, engagement, and communication levels. The most recent surveys were conducted in 2018 and 2022, with no survey being conducted in 2020 due to the pandemic.

Residents can view the complete results of the 2024 Community Satisfaction & Budget Priority Survey at SASpeakUp.com/SABudget2025. With such high levels of resident satisfaction and a commitment to continuously improving services, San Antonio is setting an example for other cities across the nation.

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