Citizen Satisfaction Survey

The Citizen Satisfaction Survey measures and assesses citizen satisfaction with the delivery of major city services and helps set community priorities for improved services and long-range planning.  Core areas surveyed included public safety (police, fire and emergency management), public works/utilities (streets and transportation, code enforcement, water service), parks and recreation, communications, quality of life, overall city services and satisfaction with city services for dollars paid. 

The survey is conducted to ensure City services meet citizen expectations, and the results help identify resources necessary to address community concerns.

City Council Presentation

CSS - Presentation to City Council Opens in new window

Watch the January 26, 2021, City Council presentation on the 2020 Citizen Satisfaction Survey Results.

Summary of key findings

  • Eighty-two percent of the residents surveyed, who had an opinion, indicated they were“very satisfied” or “satisfied” with the overall quality of services provided by the city. Nationally, only 48 percent of respondents were either “very satisfied” or “satisfied” with the overall quality of the services provided by their local government. The City of Sugar Land also saw ratings significantly above the Texas average of 46 percent.
  • Ninety-four percent of those surveyed, who had an opinion, indicated they were “very satisfied” or “satisfied” with the overall quality of life in their community, a figure well above the United States and Texas averages.
  • Ninety‐five percent believe Sugar Land is an “excellent” or “good” place they are proud to call home.
  • The major categories of city services that had the highest levels of satisfaction, based upon the combined percentage of “very satisfied” and “satisfied” responses among residents who had an opinion, were: the quality of fire and ambulance service (97 percent), the overall quality of police service (93 percent), overall efforts by city government in your area to ensure the community is prepared for emergencies (91 percent), the overall quality of garbage and recycling services (90 percent), and the overall quality of parks and recreation programs and facilities (87 percent).
  • Nearly all (98 percent) of the respondents, who had an opinion, indicated they feel “very safe” or “safe” when walking in their neighborhood during the day. Overall, 93 percent of respondents, who had an opinion, indicated they feel “very safe” or “safe” in their community.

A City Council workshop was held on January 26, 2020 to present these findings.

ETC Institute

Established in 1999, ETC is nationally-recognized for its research and is located in Olathe, Kan. Since its founding, ETC has surveyed more than a million people in 500 cities and 48 states including Houston, Austin, Dallas, Fort Worth, San Antonio, Kansas City, Oklahoma City, San Francisco and many more. 

ETC Institute guarantees the results of Sugar Land’s 2020 Citizen Satisfaction Survey are statistically representative of the city. Sugar Land’s survey was administered by mail and the Internet.

Previous Surveys