Customer satisfaction survey

The results of an April survey on customer satisfaction by the city of Madras were presented to the Madras City Council May 27.

"After analyzing the survey results, it was clear that many participants believe that the results would simply get tossed onto someone’s desk and would never be shared with the City Council or utilized to improve city services," said Sara Puddy, assistant to the city administrator.

"I want to emphasize that the city staff are dedicated to targeting areas for improvement, and appreciate the public’s input and survey participation to help us identify those target areas,” she said.

A total of 62 people participated in the survey, with 46 percent of those people living in the city limits, and 83 percent owning their own homes and 84 percent living in households of two to four people.

Most were not business owners (79 percent), did not have children in the 509-J School District (72 percent), and paid their bills at City Hall (35 percent in dropbox and 19 percent in City Hall).

Most customers understood how their sewer and/or water bills were calculated, and believed that the city informed them of utility rate changes in an effective manner.

Survey participants said that they visited the city's website weekly (38 percent), quarterly (28 percent), never (21 percent) or once a month (13 percent), and wanted to see more city maps, information and marketing of community assets, City Council meeting packets and staff and officer photos.

Although the Public Works Department was considered attentive to concerns (59 percent), only 33 percent said that the department addressed concerns in a timely fashion, while another 33 percent said "most of the time," 26 percent checked "somewhat, and 8 percent, "never."

The cleanliness of city parks met participants' expectations (85 percent), but some suggested that the Sahalee Park restrooms and the golf course could be better maintained, restrooms could be opened earlier and closed later, and graffiti should be removed as soon as possible.

The biggest concerns were street repair (71 percent) and golf course maintenance (29 percent).

Regarding the Community Development Department, most (65 percent) said their questions were clearly answered by the one-man department. A few shared concerns about the small department, vague answers to straightforward questions, and a jurisdictional blame game "city vs. county."

For the police department, 86 percent said they felt safe, but some wanted more patrolling, more rapid response, and more staffing.

Most important to survey participants were: patrolling/traffic control (52 percent); timely officer response (26 percent); adequate officer staffing (13 percent); and school zone patrolling (9 percent).

"Staff have already begun discussing ways to improve our services and communication with the public based on the feedback received from the survey," said Puddy.

"We continue to encourage people to participate by completing the survey," she said. The link to the survey is located on the homepage of the city’s website at The survey is not currently available in Spanish, but will be in the near future.

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