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El Segundo releases resident and business survey results; council directs integration into city app
Summary
Staff reported a 19.9% overall response rate to the city’s resident and business survey and council directed staff to integrate survey questions into the El Segundo Connect app and point‑of‑service channels rather than a mailed survey next year.
Deputy City Manager Barbara Voss presented the results of the city’s annual resident and business satisfaction survey and the City Council on May 6 directed staff to integrate future survey questions into the El Segundo Connect app and at points of service.
The city sent 6,431 surveys to residents and businesses and received 1,277 complete responses, a 19.9% response rate and a 2 percentage‑point increase from the previous year. The resident survey response rate was 25.3% (up 0.5 percentage point) and the business survey response rate was 13.6% (up 0.4 percentage point). Deputy City Manager Barbara Voss explained that the survey is in its eighth year and is used to measure customer service performance and to inform strategic planning.
Staff reported the resident net promoter score for 2025 as 46 (unchanged from the prior year), which the presentation categorized as “great.” The business net promoter score was reported as 54, two points higher than last year and also in the “great” range. For residents, fire and paramedic service responsiveness and competency ranked highest for eight years; police availability and responsiveness ranked second. For businesses, the business license renewal process ranked highest for seven years. The council received and filed the report and directed staff to incorporate survey questions into the El Segundo Connect app and in‑person service points instead of relying on the mailed survey going forward.
