1. First, please indicate what category of city customer you are by selecting one of these choices:

1: I am a new or fairly new Springville resident (less than two years) 2: I have been a resident 2-6 years 3: I have been a resident more than 6 years

2. The city provides the services I expect

Disagree Strongly Disagree Neither Agree nor Disagree Agree Agree Strongly

3. I receive high quality, better than average service from most city employees

4. I receive high quality, better than average service from the mayor and city council

5. Service employees are polite, attentive and friendly to me as a customer

6. Employees seem knowledgable about our city services

7. And they seem to be well-trained in customer service policies and procedures.

Disagree Strongly Disagree Neither Agree nor Disagree Agree Agree Strongly

8. Springville offers more city services than most cities I am aware of

9. The physical environment of city offices is clean, pleasant and welcoming to visit

10. The city is responsive to my needs when I have special needs (leave blank if you've never done this)

11. Overall, I enjoy my visits when I need to come for city services

12. Parking and access to your offices is reasonably good

13. Our roads are in good repair and sufficient for my needs

14. The city keeps me well informed of events and changes to city services, etc.

15. I believe our utility rates are reasonably in line with other cities in the area

16. I am pleased with the quantity of our parks and recreation areas and services

17. I am pleased with the cleanliness of our city and our parks and recreation areas

Disagree Strongly Disagree Neither Agree nor Disagree Agree Agree Strongly

18. The city cashier experience is fast, fun and friendly when I need to use it

19. We have enough youth and adult recreation facilities and programs

20. The city stays up to date with new products and services

21. The library is sufficient for my needs in terms of books and services

22. The library staff is friendly, helpful and informative

23. The police are fast, friendly and offer excellent law enforcement support

24. The fire department seems efficient and effective and courteous

Disagree Strongly Disagree Neither Agree nor Disagree Agree Agree Strongly

25. The city website is useful and informative

26. The telephone system is fast and effective

Please take the time to respond thoroughly and candidly to the following questions. No one will be able to connect your answers to you.

27. What goods or services would you suggest the city add to our offerings?

28. What is the most frustrating and least-helpful policy or procedure to you (something we should STOP doing!)

29. How could we make our city a more pleasant and helpful place to live?

30. What is another suggestion, about anything, that you'd like us to consider as we strive to improve things?

31. What other message would you like to relay to the top leadership of our city? (Thanks, suggestions, critiques, you name it!)