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Survey finds steady resident satisfaction; council directs staff to integrate continuous feedback via city app
Summary
The city's 2025 resident and business surveys returned similar net promoter scores to prior years (residents NPS 46, businesses NPS 54). Council received the report, asked staff to explore continuous, transaction‑level feedback through the El Segundo Connect app, and agreed to pilot more targeted point‑of‑service surveys next year.
City staff presented the results of the 2025 resident and business surveys May 6 and the council voted to receive and file the report and to direct staff to pursue more continuous, transaction‑level feedback via the city app.
Deputy City Manager (presenting) said the surveys were the eighth annual effort and that resident net promoter score (NPS) was 46, in a range the presentation described as "great;" business NPS was 54. The presenter said the resident response rate was about 25% for mailed resident surveys (3,457 mailed to residents, 25.3% response) and the combined resident/business response rate was roughly 20% overall.
Survey highlights: residents praised public safety and recreation amenities but raised recurring concerns about odor/air quality (Hyperion and Chevron/LAX), high cost of living and parking. Businesses expressed satisfaction with the business license renewal process and public safety responses but raised issues about communication with nonresident property owners, maintenance near businesses, commercial auto‑insurance contract requirements, and parking.
Council discussion focused on methods to increase timely, actionable feedback. Several members urged integrating the net promoter approach at points of transaction—after people interact with planning, permitting or other city services—rather than relying solely on an annual static survey. One councilmember recommended piloting in‑app prompts or QR codes at service desks and in the El Segundo Connect app; another suggested doing the larger mailed/emailed survey less frequently (for example, every other year) while capturing service‑level NPS continuously. Council gave staff direction to attempt integrating the survey into the app and other points of service for 2026 and to report back.
