Longmont City Council Gets Briefing on 2018 ‘Customer Satisfaction Survey’

December 12, 2018 GMT

Longmont residents like their fire and rescue services, their library, NextLight broadband and even trash collection and composting, but don’t have as favorable an opinion of local code enforcement.

City Council on Tuesday got a brief overview of a sampling of city residents’ opinions about the community in general and what they think about some of the services they’re getting from city government.

Council members did not make any comments about the findings after hearing a short presentation from Laurie Urban, a senior research associate for the Boulder-based firm that designed and analyzed the survey results.


The “Customer Satisfaction Survey,” conducted for the city by the National Research Center, found that about 90 percent of people returning the questionnaire said their overall quality of life in Longmont was “excellent” or “good.”

The survey, which Longmont officials have called something of a “consumer report card,” also gave people a chance to rate their local government’s performance.

Residents responding to the survey applauded the services they’re getting from city government, according to the National Research Center report.

Thirty percent of those residents said they felt the overall quality of city services was “excellent,” 61 percent said it was “good,” 8 percent said it was “fair” and 1 percent called it “poor.”

Topping residents’ rankings in specific services were firefighting and rescue services; library services; electric service; NextLight broadband service, and weekly trash collections, with at least 9 in 10residents scoring them as good or excellent.

A similar number of respondents gave positive reviews to twice-a-month recycling pickups, sewer services and twice-a-month composting pickups, the National Research Center reported. Each of those services got nearly 90 percent good or excellent ratings

Other services survey participants scored in the 80- to 90-percent range as good or excellent included availability and access to parks and trails; drinking water quality; emergency police services; emergency dispatch; recreation programs and classes; fire inspections and fire safety education; maintenance of parks grounds and facilities; recreation facilities; the senior services and the Longmont Senior Center and utility billing.

Rated by 79 to 70 percent as good or excellent were animal control; the Longmont Museum; youth services-sponsored programs; snow removal from major streets; electric conservation programs; street lighting and street cleaning.


Survey respondents awarded between 50 and 69 percent good or excellent ratings to water conservation programs; building inspections; maintaining landscaping along public right-of-way; crime prevention; enforcing traffic laws; street repair and maintenance; traffic signals’ timing and transportation planning.

Responses were less favorable about Longmont’s long-range comprehensive planning, which was rated good or excellent by only 48 percent of survey participants, and development application reviews, ranked good or excellent by only 47 percent.

The bottom-of-the-list ranking people gave on that survey question’s list of services — with only 45 percent saying it was good or excellent — was Longmont’s code enforcement of such things as junk cars on private property, weed control, noise, trash and illegal outside storage.

Twenty-nine percent rated code enforcement as “fair”; 26 percent ranked it as “poor.”

This year’s survey was mailed in October to 3,200 randomly selected Longmont households distributed equally among the three City Council wards. A total of 743 completed surveys were returned, for a response rate of 23 percent, which city officials said also was the average response rate on prior surveys.

John Fryar: 303-684-5211, jfryar@times-call.com or twitter.com/jfryartc