El Segundo measures customer service with annual resident and business survey

The El Segundo City Council meeting held on June 1, 2025, focused on the results of the annual survey conducted among residents and businesses to assess the city's customer service performance. The survey aimed to identify both strengths and areas needing improvement.

City officials reported that a total of 6,431 surveys were distributed, yielding 1,277 complete responses, which represents a response rate of 19.9%. This marks a 2% increase from the previous year. The survey results revealed a net promoter score of 46 for residents and 54 for businesses, placing the city within the "great" satisfaction range.

City officials expressed their appreciation for the feedback received, emphasizing that it will play a crucial role in informing future strategic planning decisions. Additionally, the meeting highlighted the city's initiative to provide a quick and easy method for residents to report nonemergency issues, further enhancing community engagement and service delivery.

Overall, the meeting underscored the city's commitment to improving customer service and responsiveness to the needs of its residents and businesses. Further actions and strategies will be developed based on the insights gained from the survey responses.