Residents Give City Highest Ever City Services Satisfaction Rating

Published on June 20, 2024

SAN ANTONIO (June 20, 2024) — The results of the City of San Antonio’s 2024 Community Satisfaction & Budget Priority Survey show the City is setting the national standard and breaking local records in resident satisfaction in delivery of its services. Residents noted an all-time high satisfaction rating of 87 percent in the overall quality of City services. This is a 13 percent increase from 2022, when the rating was 74 percent, and a 23 percent increase from 2018, when the rating was 64 percent. 

“The 2024 results of the community survey demonstrate that the City of San Antonio has continued moving in the right direction in recent years,” City Manager Erik Walsh said. “Customer service remains our focus, and the survey data will help us determine community priorities to invest our efforts and resources in the upcoming fiscal year budget. I would like to thank our more than 13,000 City employees who are deeply committed to our customers, our City residents.”

The City contracted ETC Institute, Inc. to conduct a statistically valid survey that is representative of the community. More than 1,000 residents were randomly sampled, and at least 100 residents were surveyed in each of the 10 Council districts in samples that reflect the demographic composition of the City with regard to age, gender, race/ethnicity, and other factors. 

“The results of the survey show that the City is investing in services that are important to its residents,” said Chris Tatham, CEO of the ETC Institute. “For example, the ranking of infrastructure as a top priority for investment, coupled with the leap in satisfaction in the overall quality of Public Works services, shows that the City listens to its residents and delivers accordingly.”

The survey showed that the City is performing significantly above the national average in satisfaction ratings in customer service and overall city services. The results also showed resident satisfaction increased in 21 of the 25 areas assessed. Residents noted the largest increase in satisfaction of 24 percent for the overall quality of Public Works services compared to 2022, rising from a 54 percent to a 78 percent satisfaction rate. 

The 2024 Community Satisfaction & Budget Priority Survey was conducted to:

• Measure resident satisfaction about the City’s service delivery
• Help City leaders identify priorities for investment 
• Monitor and benchmark progress since the 2022 Community Survey

The survey determined residents’ top priorities, ranked in order here, for investment in the Fiscal Year 2025 budget:

• Streets
• Homeless encampment cleanups
• Services to assist the homeless
• Sidewalks

San Antonio is setting the national standard for service delivery, performing significantly above the national average in satisfaction ratings. 

• Customer service satisfaction in San Antonio is 88 percent versus the national average of 32 percent.
• Overall City services satisfaction in San Antonio is 87 percent versus the national average of 41 percent.
• The City of San Antonio ranks 1st in most categories compared to other major Texas cities

San Antonio conducts a Community Survey through an independent consultant to uncover resident satisfaction, engagement, and communication levels every two years, most recently in 2018 and 2022. A survey was not conducted in 2020 due to the pandemic.

To view the complete 2024 Community Satisfaction & Budget Priority Survey results, visit SASpeakUp.com/SABudget2025.