Annually, the City of Ocala Florida conducts a community satisfaction and engagement survey asking residents and business owners to rate their satisfaction with the sanitation department’s garbage, yard waste, and recycling programs.

Getting Citizen Feedback

The city contracts with Baldrige Group to contact by telephone a random sample of residential and business sanitation customers asking them to take a six-question survey. Customers are asked to rate the following:

  1. Removal of garbage and yard wast
  2. Employees present themselves in courteous and professional manner
  3. Sanitation’s Division’s website
  4. Staff’s response to concerns in the past
  5. Level of service provided
  6. Recycling program

Outstanding Customer Satisfaction Results

The 2016 overall customer satisfaction was 99.5% and engagement (top box) was 79.67%. In addition, there was minimal variation among residents and business owners.

Congratulation to John Zobler, City Manager, Ken Whitehead, Assistant City Manager, and Darren Park, Public Works Director, for their outstanding results.

What’s Your Customer Satisfaction Results?

If you are not yet conducting customer satisfaction and engagement surveys, please contact us to view sample survey questions and reporting capabilities we offer our clients.

David Harrawood, President
Baldrige Group, LLC

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