Community Survey Again Shows Positive Results
Early this year a random sample of 2,300 Germantown residents were asked to respond to the City’s 2017 community survey. Of those who responded, 98% rated Germantown as an excellent or good place to live. With a 23% response rate, results of the survey are considered statistically valid and representative of the entire community.
Again this year, respondents were asked to rate their willingness to recommend Germantown as a place to live. Known as a net promoter score, this measure is used across industries to measure customer satisfaction. In order to understand this score, City analysts sought comparisons from the top performers across several industries. With a calculated net promoter score of 76, Germantown outperforms many of these top performers, including Ritz Carlton (72) Amazon (66) and Apple iPad/iPhone (60). The City falls just behind Nordstrom (80) and USAA Insurance (77).
Overall results of the survey are overwhelmingly positive. Ninety-five percent of respondents are happy with the safety of living in Germantown compared to other cities and 95% of respondents are satisfied with the overall image and reputation of the City.
Other questions in the survey were basic and straight forward in asking about satisfaction with city services including police, fire, emergency medical, public works, parks, etc. Other questions addressed the quality of Germantown Municipal School District operations, the value of Germantown city services for tax dollars spent and overall satisfaction of City services.
The most important issues facing the City according to survey respondents continue to be crime and safety issues, as well as challenges related to schools. Five in 20 residents who completed a survey in 2017 noted these issues.
Community survey results are also an important ingredient in the City’s performance measurement program. Through this program, City staff track a variety of performance trends in City services. By monitoring the City’s performance, a determination can be made as to whether a service is improving or declining and whether there is a need to adjust resources in a particular area.
The City of Germantown has conducted a survey of randomly selected residents each year since 2012. In 2011 a community-wide survey was conducted and has served as the benchmark for these statistically valid random samples.
The survey report is available online at Germantown-TN.gov/2017survey.