City of Austin Performance Report 2014-15

Level of Citizen Satisfaction as Indicated by the City of Austin Community Survey

Measure Description
This measure is taken from the annual City of Austin Community Survey and reports the total percent of favorable responses received. This survey is prepared and conducted by sources external to the City of Austin. It is a statistically valid survey that can represent the opinion of Austin’s general population with a 95% confidence interval and +/- 3% margin of error.
Chart depicting the level of citizen satisfaction
Calculation Method
This measure is calculated as the percent of customers that responded “very satisfied,” “satisfied,” or “neutral” with Municipal Court customer services.
FY 2014-15 Results
The established goal for FY 2014-15 was an 88% satisfaction rate with Municipal Court services. Municipal Court was rated slightly below the goal with 87% of respondents rating their satisfaction as neutral or higher.
Assessment of Results
Comparing results in FY 2014-15 to FY 2013-14, total satisfaction in the quality of services remained the same at 87%; however, percentages in the different categories of very satisfied, satisfied, and neutral shifted slightly. Very satisfied respondents decreased 2% from 14% to 12%, satisfied respondents increased 1% from 38% to 39%, and respondents in the neutral category increased 1% from 35% to 36%. The City of Austin Municipal Court overall satisfaction results surpassed other large United States Cities participating in the survey by 1%.
Next Steps
Municipal Court continues to emphasize delivery of exceptional service to its customers and intends to enhance online services and to provide streamlined service areas in a new municipal court building that includes adequate parking.
Contact Information
For more information contact Mary Jane Grubb, Court Clerk, at (512) 974-4692.