Survey finds majority of respondents satisfied with Madison communications but flags infrastructure and transparency concerns

City staff on Tuesday presented findings from a two‑week communications survey that drew about 246 responses and produced a mixed but generally favorable picture of public perception and engagement.

Staff summarized headline results: approximately 55% of respondents reported a positive perception of the City of Madison, roughly 20% were negative and about 20% neutral. Departmental satisfaction varied: library services scored about 67% satisfied, police about 70% and fire about 69%. Communication satisfaction overall was reported at about 65% satisfied with a 3.7 out of 5 average rating; engagement satisfaction was lower (about 40% satisfied) and many respondents asked for clearer, more consolidated information online and in social channels.

Respondents praised public‑service professionalism but repeatedly cited infrastructure and maintenance (slow progress, perceived inefficiencies) and a sense of limited transparency or accountability in some decision‑making processes. Staff noted that many respondents had been Madison residents for a decade or more and that the survey provides a baseline to measure future communication efforts; staff suggested repeating the survey in roughly a year (or up to two years) to evaluate changes and monitor improvements.

Commissioners and staff discussed survey design, the importance of multi‑channel outreach (text messages, website, flyers, radio) and concerns about a proliferation of department social pages confusing residents. Staff said the city will use the survey results to refine outreach, consider consolidating resources or improving navigation to authoritative information, and continue public engagement work.