If you're a Westlake resident, you’re probably happy to be living there. At least, that’s accordingbrto recent survey results. Eighty-five percent of Westlake residents are “verybrsatisfied” or “satisfied” with the overall quality of government services,braccording to data from one of the nation's leading community-based marketbrresearch firms.
The ETC Institute conducted the survey during the summer to help Town leaders make criticalbrdecisions concerning the allocation of Town resources, to measure thebreffectiveness of Town services, and to help decide the future direction of thebrcommunity. Chris Tatham, Senior Executive Vice President/Chief OperatingbrOfficer for ETC Institute, shared the results with Westlake Town Council duringbra meeting last month.
Along with the CompositebrCustomer Satisfaction Index at 127, much higher than the national average ofbr100, the Town of Westlake set new satisfaction highs in four areas. Emergencybrpreparedness efforts received an overall satisfaction of 96 percent, comparedbrto the U.S. average of 67 percent; communications received 92 percent versusbrthe U.S. average of 50 percent; customer service received 90 percentbrsatisfaction versus 54 percent in the U.S.; and code enforcement was rated atbr78 percent satisfaction versus the U.S. average of 49 percent.
“The Town of Westlake isbrnow setting the standard for the delivering of local governmental services,”brTatham said in a press release. “Very few communities in the nation have seenbrsatisfaction levels increase as much as Westlake over the past six years.”
This was the fifth timebrthe Town of Westlake administered the resident survey, which was sent tobrresidents via mail and phone. Previous surveys were administered in 2009, 2010,br2011, and 2013. The Composite Customer Satisfaction Index for the Townbrincreased by 14 points since 2013 and by 27 points since 2009. In comparison,brthe U.S. index has remained stagnant, with a decrease of 1 point since 2013 andbrno overall change since 2009.
Assistant Town ManagerbrAmanda DeGan said she is very pleased with the results as it reinforces thatbrTown staff are providing the services and quality that residents value.
“We, as a staff team,brfocus on working with the Council to create an environment that is high qualitybrand welcoming,” DeGan said in a press release. “We work hard to build personalbrrelationships with our residents, which helps them feel like a part of ourbrcommunity.”
DeGan said even thoughbrstaff members are thrilled with the survey results, they intend to continue thebrhard work necessary to not only maintain high satisfaction levels but alsobrincrease efforts in other areas where improvements are needed.
For more than 20 years,brETC Institute has worked with local governments nationwide to gatherbrstatistically valid and representative input from residents on a wide varietybrof issues and topics. For more information, go to ETCInstitute.com.