Strong Community Connections

2.02 Customer Service Satisfaction

1. Overall Satisfaction Trends:
   Customer service satisfaction shows a general fluctuation over the years, with notable highs in the early 2010s and a gradual recovery in recent years.
2. Yearly Performance:
   2010-2013: Satisfaction peaked in 2013 at 79.5%, reflecting strong service performance during this period.
   2014: A decline to 78.4% suggests a slight dip in service quality.
   2016-2018: A notable drop occurred, with satisfaction falling to 70.2% in 2016 and remaining around this level through 2018. This may indicate challenges in service delivery during these years.
   2019-2020: A slight improvement to 72.7% in 2020 suggests efforts to enhance service quality, possibly in response to prior declines.
   2021-2023: Satisfaction stabilizes and shows a gradual upward trend, reaching 72.8% in 2023, indicating ongoing improvements and a return to more favorable customer perceptions.