Nixa's Customer Service Survey

7/25/2019 Nixa's Customer Service Survey

1/96

MEMORANDUM

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2/96

94.94% 73

5.06% 3

Q1 Do you have a Nixa address?

Answered: 770 Skipped: 0

Total 77

Yes

No

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Answer Choices Responses

Yes

No

1 / 95

Customer Satisfaction


3/96

89.71% 654

10.29% 7

Q2 Do you live inside the city limits?


Total 729

Yes

No

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%


Yes

No

2 / 95



4/96

Q3 In what city do you live?


# Responses Date

1 Ozark 1/22/2016 8:38 AM

2 Springfield 1/22/2016 8:11 AM

3 Highlandville 1/21/2016 9:32 PM

4 OZARK ADDRESS, BUT REALLY LIVE JUST SOUTH OF NIXA, WEIRD ZONING LAWS, HAVE A NIXA PHONE

NUMBER

1/21/2016 8:01 PM

5 Springfield 1/21/2016 6:57 PM

6 Greene Co. 1/21/2016 5:05 PM


8 nixa 1/21/2016 2:34 PM

9 Address is Ozark, MO 1/21/2016 2:17 PM

10 Clever 1/21/2016 1:05 PM

11 Ozark 1/21/2016 12:16 PM

12 Springfield 1/21/2016 12:11 PM

13 ozark 1/21/2016 11:44 AM

14 Springfield mo 1/21/2016 11:26 AM

15 Springfield temporarily. Moved from Nixa and currently building a home in Nixa. 1/21/2016 11:23 AM

16 Nixa 1/21/2016 11:17 AM

17 St. Louis, MO 1/21/2016 10:45 AM

18 Branson West 1/21/2016 10:45 AM

19 Springfield 1/21/2016 10:45 AM

20 Ozark 1/21/2016 10:39 AM

21 Springfield 1/21/2016 10:37 AM

22 Castle Rock, CO 1/20/2016 4:31 PM

23 ozark 1/19/2016 5:46 PM


25 Republic 1/19/2016 2:15 PM

26 Reeds spring 1/19/2016 2:03 PM


28 Springfield 1/14/2016 12:31 PM

29 Not within city limits. Christian county only. 1/14/2016 7:02 AM

30 Clever 1/13/2016 7:30 PM

31 Collinsville 1/10/2016 1:17 PM

32 Billings 1/8/2016 8:52 PM


34 Republic 1/8/2016 12:00 PM

35 Billings Mo 1/8/2016 11:39 AM

3 / 95



5/96

36 Clever, but in the Nixa school district. 1/8/2016 11:16 AM

4 / 95



6/96

9.58% 7

90.42% 68

Q4 Do you own a business in Nixa?


Total 762

Yes

No

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%


Yes

No

5 / 95



7/96

Q5 I'm very satisfied with customer service

at the city as a whole.


45.13%

320

31.88%

226

14.10%

100

6.77%

48

2.12%

15

709 4.1

# Comments Date

1 Nixa City Utilities has very inconvenient hours for the working person. 1/22/2016 9:21 AM

2 my only compliant is the Police Department in dealing with tenant problems 1/22/2016 8:39 AM

3 Everywhere I go people are very nice and helpful 1/22/2016 8:18 AM

4 Grew up in nixa. Still do business with the Nixa schools. Always a good experience 1/21/2016 9:32 PM

5 We have not had a lot of dealings with the city, but what dealings we have had, the service has been great. 1/21/2016 9:02 PM

6 Nixa utilities are a bunch of .... 1/21/2016 8:38 PM

7 I say I somewhat agree because while I am happy to be a Nixa resident, there have been times where customer

service has not made me feel welcome; on the same token, I have also spoken with customer service that has been

exceptionally helpful.

1/21/2016 6:27 PM

8 Shutting off my power after 10 days past due is assinine. 1/21/2016 5:45 PM

9 No reason to contact city in last year. I like the newsletter, though. 1/21/2016 4:58 PM

10 I pay most all my bills on line from my BOA account which allows my payment to go directly to the bill holder. I can't

believe a City like Nixa will not allow this. I have to make payment at least nine days in advance to allow the check

from my bank to meet the due date timeline. I realize you have other options but you want a fee for using some of

them. No one else I pay charges fees.

1/21/2016 4:48 PM

11 Some areas of the City are well maintained where others are not. SOme intersections are so overloaded - i.e 14& 160. 1/21/2016 3:49 PM

12 Recently dealt with utility department. Received a robotic uncaring response to a utility issue. I'm unhappy enough that

it is a factor I am strongly considering in relocating back to Springfield after 12 years in Nixa.

1/21/2016 3:46 PM

13 Haven't really had to have contact . 1/21/2016 3:35 PM

14 Only thing is the need fro a Traffic Engineer to check the timing of the traffic signals, the signing on the signal arms,

and the speed limits in the residential areas (15mph is not acceptable I've checked the one off of North Street and

100% were going over 20mph.)

1/21/2016 3:16 PM

15 Every time I call to ask questions I always seem to deal with extremely rude people. Seems like most are lacking in

social skills.

1/21/2016 3:03 PM

(no label)

0 1 2 3 4 5 6 7 8 9 10

Strongly

Agree

Somewhat

Agree

Neither Agree or

Disagree

Somewhat

Disagree

Strongly

Disagree

Total Weighted Averag

(no

label)

6 / 95



8/96

16 We appreciate how willing the city is to help us at The Gardens at Woodfield. 1/21/2016 2:24 PM

17 We own duplexes and the gas service is very difficult to get tenants connected and they are hard to deal with. the

utility company for electricity and water is some better. Non inspection on weekend makes it difficult.

1/21/2016 1:24 PM

18 Very professional staff 1/21/2016 1:24 PM

19 We had an experience in August where our bill was paid, but came home to the electricity being shut off. We were

able to prove through online bank statements that we had paid the bill on time so the after hours guy turned it back

on, but that experience was not fun.

1/21/2016 1:23 PM

20 The Planning and Zoning department has been rude and unhelpful. They act as if it is inconvenient for them to do theirjob.

1/21/2016 1:07 PM

21 I have a horrible neighbor and I am in almost constant contact with the Nixa Police Department

regarding my dog. They are always very kind to me, even though my neighbor is not

1/21/2016 12:52 PM

22 Suddenlink stinks 1/21/2016 12:43 PM

23 A couple of the ladies in the City of Nixa Utility office aren't that friendly. 1/21/2016 12:35 PM

24 I have received the best service from the city hall office. I was in need of direction regarding licensing and the ladies

were very helpful.

1/21/2016 12:23 PM

25 I have had one positive experience with Nixa City Government, which was the city Council, where I attended one

meeting on an issue relevant to my neighborhood. I felt the council made an admirable effort to hear all the sides and

get to a reasonable solution. I was surprised to be well treated by Nixa City Council because when I moved here, and

had to deal with city employees to establish city services, I found the employee I dealt with (sorry but I've forgotten hername) to be disrespectful and curt. She used inappropriately escalating language in the conversation when I simply

needed answers to questions. I was shocked. She completely lacked an understanding of basic customer service and

seemed to want to fight from the moment I stepped to the counter. She must deal with lots of angry people and must

be anticipating a fight even when the customer needing her help isn't angry. This was three years ago, but I felt I was

treated so poorly that its the first thing I think of when you say Nixa City Services, and it defined what I think of Nixa

City Services. I also don't like the silly City requirement to blow out our sprinkler system through an independent

contractor each year. I've lived in KS, CO, UT and FL, and have never had to do this. The idea of water backing into

the system is completely silly. Although it isn't a financial burden, it is a nuisance, and I see it as merely a tax disguised

as a service in order to generate revenue. In general, my first impression of the city was very poor, and I tend to

continue to see the city as being a sub-par city when it comes to services, policies, etc.

1/21/2016 12:09 PM

26 we are new residents and we are more than satisfied ... we are delighted! 1/21/2016 12:03 PM

27 I've emailed the city twice about a pile of trash behind my house that I want removed with no response ever. 1/21/2016 11:40 AM

28 Greatest 1/21/2016 11:39 AM

29 I have only dealt with the city once in the nine years we have lived in Nixa. The problem was taken care of in a timely

manner and the customer service was excellent.

1/21/2016 11:37 AM

30 I've never had a problem, and I really appreciate having the Facebook updates. 1/21/2016 11:22 AM

31 I live in an apartment in a senior citi building in Nixa. We can't use the water for drinking. We have to buy water . The

sulfer is so strong smells like rotten eggs. It is damaging to my skin and hair. My hair is coming out.Please help!!

1/21/2016 11:08 AM

32 Phoned one day about my bill and the young man wasn't exactly pleasant. In a hurry to get off the phone. 1/21/2016 11:08 AM

33 The residental streets shoid be salted and cleared of snow. 1/21/2016 11:08 AM

34 The street light people a great. Quick response. 1/21/2016 11:03 AM

35 The fire inspector is difficult when there is no reason to be. I have other business people who vent with the same

frustration when dealing with him.

1/21/2016 11:01 AM

36 My husband truck got broke into and I couldn't get a policeman to come to my house then the next day my son's van

got egged and no police presence in our neighborhood

1/21/2016 10:58 AM

37 I've never had a bad experience with workers at the city. 1/21/2016 10:58 AM

38 I am not a fan how our city wastes money and time. 1/21/2016 10:56 AM

39 2014 shut my electric off in Nov or Dec. I lived in very nice neighborhood paid on time for 13 years and only twice was

late . BOTH due to holiday travel. I carry a credit balance most of the time anymore can't trust the City . Your billing

date to due date needs to be LONGER 30 days this is what all companies do... Visa MC banks etc.

1/21/2016 10:55 AM

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9/96

40 I am dissapinted at your pathetic attempt at economic development. It was a half hearted by the book attempt with no

input by the city counsel on to what the city will do to encourage business to come to Nixa. I am the former Co-

Chairman of the Economic Development Board in the City of Sunrise Florida and was in part involver in bringing the

Florida Panthers Professional Ice Hockey Team and the expansion of the Saw Grass Mills Discount Mall (the second

largest in the United States), and many more businesses. I know a little about Economic Development ans Nixa has

not even scratched the surface.

1/21/2016 10:54 AM

41 No complaints in 26 years living here. 1/21/2016 10:51 AM

42 I sometimes think that the city lacks in getting street lights fixed in a timely manner in neighborhoods. Street light in

front of had been out since 2012

1/21/2016 10:48 AM

43 I wish there was an easier way to get new resident names and addresses for my company to send a letter to them

about our business. Very tedious and time consuming now

1/21/2016 10:47 AM

44 N/a 1/21/2016 10:46 AM

45 Feel like the strategic planning was done for show with little intent for implementation. 1/21/2016 10:45 AM

46 My usual business is with paying my utility bill. I don't think you give enough time from when its sent to when its due 1/21/2016 10:45 AM

47 I only deal with utilities and I find them very difficult to work with. 1/21/2016 10:42 AM

48 Getting Gig internet was a HUGE plus!!! 1/21/2016 10:41 AM

49 recept ionist was so kind and professionally her name is 1/21/2016 10:11 AM

50 The city government operates as a monopoly, giving us only one option for services. As a result, the employees who

are supposed to service us have blatant disregard for our needs, our comfort, and our security. I feel that they should

operate as a business, where they stand the chance of losing customers. Because, after all, we could choose to live

somewhere else.

1/20/2016 7:14 PM

51 You guys should have a budget for utilities. NOt everyone gets paid on the dates and a lot of us live pay check to pay

check.

1/20/2016 4:39 PM

52 I have only been in the office one time and it was fine. 1/20/2016 9:24 AM

53 Some of the departments are easy to work with and then there are some that are unbelievably rude. 1/20/2016 9:14 AM

54 In the few times I have contacted the city I have been met with rudness and almost felt like they were making fun of

me regarding some fence issues.

1/20/2016 9:03 AM

55 We live very near the police station and have been here for 13 yrs. The water problem in strong rain storms isn't good.

We have a lot of water through our backyard that should be going through the culverts.

1/19/2016 7:46 PM

56 I rarely have a need to come into city offices as most of my questions can be taken care of by fone.I am always able to

reach the people that I need to without any problem and they handle things promptly and efficiently.

1/19/2016 7:25 PM

57 I'm very disappointed with the Police department. They only seem to be interested in writing summons. Public contact

in a professional manor -------they just don't seem to care at all !!!!!

1/19/2016 6:20 PM

58 Sometimes I feel that city staff would benefit from some training in how to work with the public. Businesses benefit

when delivering open and friendly services - I personally feel government should operate in a similar fashion. The city

of Ozark seems to be better at this.

1/19/2016 4:16 PM

59 I use the fitness center at the community center and am very satisfied with customer service there. 1/19/2016 3:00 PM

60 I don't know i f this is in the correct category, but we would l ike to see more sidewalks and walking trails in Nixa. 1/19/2016 2:37 PM

61 I get help in Springfield! 1/19/2016 2:21 PM

62 drive up utilities good 1/17/2016 3:42 PM

63 everyone I've met seem very nice 1/15/2016 3:18 PM

64 I have had no contact with city, only DMV. 1/14/2016 1:49 PM

65 I have always found employees willing to help. 1/14/2016 12:33 PM

66 City utilities is in flexable and if they were a credit card company they would be breaking the law. 1/14/2016 10:05 AM

67 Absolutely not satisfied. I have worked with other city offices and I think the employees of Nixa are rude and very

unhelpful.

1/14/2016 9:57 AM

68 Everything except for the city utilities employees. 1/14/2016 9:28 AM

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10/96

69 I don't think there should be an extra fee when paying the bill online. 1/14/2016 12:14 AM

70 City Utilities 1/13/2016 10:12 PM

71 Always friendly and seem to care 1/13/2016 8:59 PM

72 To clarify - I own a house in Nixa, but have not moved as I'm trying to sell my house in Coffeyville first. 1/13/2016 7:17 PM

73 I'm the guy who made an almost daily fuss about the condition of South Norton Road. The city and county should have

been much more proactive on that. People were ruining tires hitting those potholes for goodness sakes. It's all better

now! ??

1/13/2016 6:35 PM

74 The people in the utility office are terrible on a good day. I've considered leaving because of the expiernce I had with

them on 2 occasions.

1/13/2016 6:24 PM

75 Lived in Nixa city for 15 years after being a highlandville resident all my life, moved her after spouse death. Have been

very satisfied with service, etc all the way around.

1/13/2016 5:35 PM

76 I had a question on my natural gas bill. The lady I talked to from city hall wasn't sure because of the switch of company

supplying gas. She took the time to research it and returned my call to let me know everything was fine. Thanks

1/13/2016 5:18 PM

77 This really don't pertain to customer service but seems like everything you do in this town cost money. The way they

charge you for permits in this town is ridiculous. The amount we pay out for personal property taxes and homeowners

tax for the school's its just crazy. It might be different if I had ever used or had any kids in the schools but I have no

vested interest in the schools at all. The mob mentality that Missouri has with it's personal property tax is something

I've never seen in any other state. What really makes me sick about it is the wages here don't justify the four different

taxes that a person could incur living here.

1/13/2016 5:16 PM

78 The main two offices that I have had dealings with are the utilities and the x center employees. The utilities have

usually been nice while the x center has been horrible. I go to Ozark and use there center.

1/13/2016 4:55 PM

79 cant seem to get to right people 1/13/2016 1:53 PM

80 As for the Utilities, they need to make it where you can choose the due date & keep it the same each month so it is

easier to budget.

1/13/2016 8:29 AM

81 common sense isn't used in all things 1/9/2016 8:04 PM

82 is wonderful but some of the councilman are questionable 1/8/2016 3:46 PM

83 Heard bad things from businesses trying to come to town. Hard to do business, rude. 1/8/2016 2:15 PM

84 I use the community center 5-6 times a week and the staff there are excellent. I have also had to contact other Nixa

city offices occasionally, such as to report a dead animal (promptly removed) or to find out of a lost animal was at

Animal Control (promptly answered by e-mail) or to let the police department know about a found animal (they werewilling to take the info in case an owner contacted them).

1/8/2016 11:19 AM

85 I would have put very satisfied till this past Wednesday when I had an encounter with this PD because some young

girl heard me jokeing after tripping over a chair, which only a liar has not done the like, I said in the business I was in, I

promise I not drunk. After I exit business two officers are waiting on me and it was demoralizing to say the least. I am

a health care professional. I am retired, I told them I do not drink but was continually asked. Be honest , how much

have you been drinking. And yes I am drafting the facts to city and state officials...not for vengeance for the injustice I

definitely received, the officer taking me home after saying he would arest me if I got in my car finally himself admitted

it was wrong, saying he would be p_ _ _ off too. I had to call a new friend from church..because Im new to Nixa. They

helped me to church and to get my car next morning. So the point of me letter which many will receive will be a yes

and no question. Is the city, the Chief of PD, the state OK with this. I chose to move here. Wrong answer and I will

relocate.

1/8/2016 10:04 AM

9 / 95



11/96

Q6 I'm always treated with respect when I

come into a city office.


51.34%

364

23.70%

168

18.19%

129

4.23%

30

2.54%

18

709 4.1

# Comments Date

1 People are respectful and professional 1/22/2016 8:18 AM

2 I would say strongly disagree but I wasn't in the city utilities office at the time so I can't say that. I was pregnant with

my now 2yr old when I had a disconnect notice and I made several trips in and out of the office paying as much as I

could at a time and had everything paid by 12:30 and I returned home and my electric was still on and my bill was paid

in full so I thought I was good and about 3:00 a disconnect truck showed up to disconnect me and when I told them I

had paid it in full they called the office and spoke to a woman who informed me that I had to have it all paid beforetrucks went out at 10am. After I told the men I wouldn't let them disconnect me because they had the money and it

would've meant i had to pay a reconnect fee and a deposit then they told me that the lady at the office decided to be

nice and not disconnect me and I should feel lucky. I think that's horrible that a company can have that type of rule and

not inform the customers unless that situation comes up. Your company should work with their customers like

Springfield utilities does!!

1/21/2016 9:17 PM

3 Never been in the offices 1/21/2016 8:48 PM

4 Haven't been there, Haven't needed so far. So that is good! 1/21/2016 7:37 PM

5 Refer to the previous question. 1/21/2016 6:27 PM

6 Only been one time. 1/21/2016 5:49 PM

7 I haven't been to a city office for about 8 years or there abouts. 1/21/2016 5:03 PM

8 No reason to visit city office in last year. 1/21/2016 4:58 PM

9 I have only visited your office once since we move here in 2011 so, I really have little to judge on. I've called a few

times and was treated ok.

1/21/2016 4:48 PM

10 The staff have always been good. 1/21/2016 3:16 PM

11 See above. 1/21/2016 3:03 PM

12 The util ity department is rude when I have spoken to them. However the people when I have to have a rental

inspected are helpful...

1/21/2016 3:03 PM

(no label)

0 1 2 3 4 5 6 7 8 9 10

Strongly

Agree

Somewhat

Agree

Neither Agree or

Disagree

Somewhat

Disagree

Strongly

Disagree


(no

label)

10 / 95



12/96

13 Last time I was in the city office. The woman at the desk was rude, not willing to help with information about the front

yard being dug up by the city. Even though her name was on the paper work from dig rite. Walked off in the middle of

questions and answers with " I don't know why they did it. I just fill out the paper work for dig rite to mark it. And we

don't have to tell you why. It was an emergency." She said to go to the other building. Ask them. Walks off. The rudest

woman has no people skills. This has been over six months ago. Should have made a complaint then. But the other

building to care of it no problem. I suggest a class or classes in customer service. ( we did find out why the yard was

dug up. They got an 80,000 camera stuck in the sewer pipe)

1/21/2016 2:17 PM

14 Have not been there 1/21/2016 2:10 PM

15 I haven't been in a city office since I moved here over a year ago. 1/21/2016 1:57 PM

16 I actually haven't been in a City Office since I had my utilities turned on in 2012 1/21/2016 1:26 PM

17 Ffr iendly but not very ef ficient. Make inspection appointment in one place, pay in another, give a of duplicate info. 1/21/2016 1:24 PM

18 I've had less than friendly encounters on more than one occasion. 1/21/2016 1:23 PM

19 I don't want to say disrespected but after obtaining a fence permit I left feeling as though I was a bother with the

questions I had.

1/21/2016 12:23 PM

20 Very unfriendly 1/21/2016 12:10 PM

21 I've been to the city offices twice in three years. Once, to attend a City Council meeting, where I feel I was treated

very well. The first time I visited was when I moved here and was to establish city services. See my comments in # 4

for more info, but your city employee who I dealt with tops the list for the worst ever. Also, the gentleman in your office

who oversees the Sprinkler Blow Out program is very polite and generally nice, but I get a letter from him every year

saying I'll be fined or whatever, if I don't provide proof that I've had by Sprinkler's purged, when the contractor that

does it has been to my house and done the work weeks to a month or so prior. Since I can't provide the affidavit and

since the contractor is the one operating in the middle, you should be contacting him, not hassling me.

1/21/2016 12:09 PM

22 Everybody has been great (utilities, city hall, swimming pool, police, road maintenance) but the customer service at

the rest of the community center is very spotty. There appears to be little concern about a fitness center that will not

address excess fragrance and other noxious odors when requested by people with allergies. Similarly, if we are to be

proud of the professionalism of the fitness staff, their certifications and professional designations should not be a

secret. We cannot trust our safety to the staff no matter how inexpensive the fee. And the youths at the desk and their

supervisors should behave as though we voters are important regardless of our age. Training is clearly lacking.

Perhaps they can learn from our excellent, other staff.

1/21/2016 12:08 PM

23 Good 1/21/2016 11:39 AM

24 I have never come into the city office. 1/21/2016 11:37 AM

25 Never been. 1/21/2016 11:22 AM

26 I rarely go into a city office 1/21/2016 11:19 AM

27 I even entered the wrong department and was very kind. 1/21/2016 11:17 AM

28 See above comment. 1/21/2016 11:08 AM

29 Have not been to a city office in many years. 1/21/2016 11:06 AM

30 Never been to city office 1/21/2016 11:03 AM

31 I have not had the need to come in, but have always been treated courteously on the phone. 1/21/2016 11:02 AM

32 Everyone is friendly and helpful. 1/21/2016 10:58 AM

33 I am putting them out for them to get out of their chair. 1/21/2016 10:56 AM

34 People at the desk in the utility office are either un-inspired in their job, or incompetent. 1/21/2016 10:56 AM

35 I don't really ever come in. 1/21/2016 10:48 AM

36 Usually treated like I am interrupting work rather than a customer who should be valued. 1/21/2016 10:47 AM

37 N/A 1/21/2016 10:46 AM

38 never had to come into a city office 1/21/2016 10:45 AM

39 The utilities people are not helpful and are very rude. The young gentleman is the only polite one there. 1/21/2016 10:42 AM

40 I have been ignored and then treated very rudely by the lady in the front office to the right as you enter the city offices.

She has been a terrible representative of the city.

1/21/2016 10:42 AM

11 / 95



13/96

41 Haven't been in a city office. 1/21/2016 10:41 AM

42 Rarely go into a city office 1/21/2016 10:39 AM

43 I feel as if my presence is disruptive, and that I am keeping employees from doing what they would otherwise be

doing. Yet my presence and dealing with my concerns is indeed one of their duties.

1/20/2016 7:14 PM

44 The last time I was in I greeted with an additude and wait at least 15mins. before they came to the window. 1/20/2016 4:39 PM

45 The girl in the permit office acts like it is a bother to help you. And the lady over the Human Resources is rude and

hard to deal with.

1/20/2016 9:14 AM

46 Again, getting a simple permit was met with disrespect. 1/20/2016 9:03 AM

47 We feel the restrictions in the subdivision aren't being enforced the way they should. 1/19/2016 7:46 PM

48 Have not needed to visit a city office. 1/19/2016 7:07 PM

49 Depends on the office ! 1/19/2016 6:20 PM

50 Never visit a city office. 1/19/2016 3:00 PM

51 If anyone notices. 1/19/2016 2:21 PM

52 Haven't been into city offices very often. 1/19/2016 9:42 AM

53 drive up utilities good 1/17/2016 3:42 PM

54 See above. 1/14/2016 1:49 PM

55 My girlfriend lives in Nixa and we have found that staff is very respectful and helpful when we needed them. 1/14/2016 12:33 PM

56 The employees from the recycling center act like you are putting them out. The employees at the city utility office act

like you are beneath them. The police could care less about anything other than stopping kids and harassing them and

I don't have kids I see it from the traffic stops I go by.

1/14/2016 9:57 AM

57 Only utility employees. 1/14/2016 9:28 AM

58 It varies between offices 1/14/2016 9:18 AM

59 Never go into an office - drop off utility payment at drive-in window. Staff are very nice there! 1/14/2016 8:38 AM

60 as a customer, in most stores I am given a warm greeting 1/13/2016 7:31 PM

61 Haven't been by City Hall lately. I hope they have a receptionist by now. When we moved here we had to roam the

halls and find open doors to ask questions.

1/13/2016 6:35 PM

62 sometimes the attitude is if you don't like it deal with it 1/13/2016 5:16 PM

63 I don't have to go into the office. 1/13/2016 5:15 PM

64 I have been treated very rudely from at the parks department. I have extensively volunteered for

different programs and have been lied to and talked down to. Our parks programs are a joke for the youth and I have

taken all my business out of town for this reason.

1/13/2016 4:55 PM

65 not very business friendly 1/13/2016 1:53 PM

66 Never been there 1/8/2016 9:43 PM

67 The city utility office has a lady there that isn't friendly at all!!! 1/8/2016 12:16 PM

12 / 95



14/96

Q7 City staff members are

knowledgeable about their jobs.


44.71%

317

28.49%

202

22.28%

158

2.82%

20

1.69%

12

709 4.1

# Comments Date

1 I would assume so, but have not been in there. 1/21/2016 7:37 PM

2 I have never had an issue with a staff member not knowing how to handle a problem or not knowing the answer to a

question.

1/21/2016 6:27 PM

3 My interaction has been very limited. 1/21/2016 6:11 PM

4 One time only---regarding recycling 1/21/2016 5:49 PM

5 I don't know, I would expect so... ? 1/21/2016 5:03 PM

6 Nothing to compare this too. 1/21/2016 4:58 PM

7 Again, I haven't had a lot of communication with staff but what little I've had has been very good. 1/21/2016 4:48 PM

8 recently my husband visited City Hall to get some answers regarding our developer and he was not given the true

facts.

1/21/2016 3:49 PM

9 Many times I am put on hold and after a long time the answer I get is ...I don't really know. 1/21/2016 3:03 PM

10 help us at The Gardens at Woodfield and they are outstanding workers. 1/21/2016 2:24 PM

11 Depends who you talk to. See above comment. 1/21/2016 2:17 PM

12 Not applicable 1/21/2016 2:10 PM

13 We had a water leak at meter, city said it down the line between meter and house. We had several plumber out and

they all agreed the leak was at the meter. We called the city out and directed them where to feel on the meter to find

the leak. Once they were convinced they came right out and changed the meter in nothing flat. They were very

efficient and professional.

1/21/2016 1:26 PM

14 Again, the desk staff and their supervisors seem clueless about customer service. 1/21/2016 12:08 PM

15 I don't know about this but I'm always happy when the power comes back on. 1/21/2016 11:56 AM

16 Very nice 1/21/2016 11:39 AM

17 don't know 1/21/2016 11:22 AM

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15/96

18 I've never really have had to deal with a staff member 1/21/2016 11:19 AM

19 Haven't had much interaction. 1/21/2016 11:06 AM

20 Everyone I have come in contact with was very professional. 1/21/2016 11:03 AM

21 When we inquired about signage regulations when looking to purchase a building for our business the person on the

line we were directed to didn't know where "the old downtown" was. When we stated the street where Sucker Days is

held, he still didn't seem to know where or what we were talking about.

1/21/2016 11:01 AM

22 I've never had a question go unanswered or ignored. If the person I'm speaking with doesn't have an answer, they find

someone who has the information. Very happy with the service.

1/21/2016 10:58 AM

23 I have argued items with them and when they go to look it up I am right and they say I didn't know that but... 1/21/2016 10:56 AM

24 In the past there was some confusion over how to reach animal control. 1/21/2016 10:55 AM

25 unknow at this time 1/21/2016 10:54 AM

26 I have had occasion to find someone that wasn't helpful when asked questions in the utility dept. Nothing that would be

hurtful to my way of life.

1/21/2016 10:51 AM

27 Only made a couple of calls, mostly for the burnt out street light. Never been fixed. They seem knowledgable, but not

sure about performance.

1/21/2016 10:48 AM

28 N/A 1/21/2016 10:46 AM

29 Never had to contact anyone 1/21/2016 10:45 AM

30 Haven't talked to them much, but they can always give me answers. 1/21/2016 10:42 AM

31 They agreed to rezone a residential area to support multi-family dwellings in a more upscale area. This brought down

housing worth in the surrounding area.

1/21/2016 10:41 AM

32 Don't have enough information to answer this. 1/21/2016 10:39 AM

33 I feel that most of them know what their jobs are and are capable of doing them well. 1/20/2016 7:14 PM

34 seems to be. 1/20/2016 9:24 AM

35 Again, have not needed to call or visit a city office. I use the Community Center for the treadmill & I just scan my card

& really don't need to talk to anyone. But a year ago, when I asked an attendant to help me with a machine, he was

very helpful.

1/19/2016 7:07 PM

36 Some of the offices are very nice and professional in contact with the public. 1/19/2016 6:20 PM

37 have not encountered staff 1/19/2016 6:09 PM

38 If they were knowledgeable they would answer your questions without referring you to 6 other people and then calling

you back.

1/19/2016 2:21 PM

39 Building and zoning in particular 1/19/2016 12:03 PM

40 do not know 1/17/2016 3:42 PM

41 They are hired based on who they know rather than qualifications. 1/17/2016 2:49 PM

42 Only city utilities employees. 1/14/2016 9:28 AM

43 Lady at the permit office acts like she doesn't ever know anything the guy at the water office can't seem to remember

that we don't have a sprinkler system. Hell first year he shut my water off because he said I had a sprinkler system.

1/13/2016 5:16 PM

44 Parks has been a nightmare to work with. I stopped trying and go elsewhere and spend my money. I will never vote for

a tax increase as long as are there.

1/13/2016 4:55 PM

45 Give a raise! 1/13/2016 4:51 PM

46 talk to one department they tell us to call another 1/13/2016 1:53 PM

47 Police officers could be paid more for the difficult jobs they do. 1/8/2016 11:20 AM

14 / 95



16/96

43.30% 304

56.70% 39

Q8 Have you ever interacted with the City

Clerk's Office (business licenses, garage

sale permits, dog licenses, etc.)?


Total 702

Yes

No

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%


Yes

No

15 / 95



17/96

Q9 I was very satisfied with the City Clerk

Office's customer service.


64.92%

198

20.98%

64

8.52%

26

3.28%

10

2.30%

7

305 4.4

# Comments Date

1 they remembered me and my dog from the previous year. 1/21/2016 4:44 PM

2 Extremely rude people. 1/21/2016 3:03 PM

3 I renew my licenses yearly and am always greeted with a friendly face! 1/21/2016 12:25 PM

4 Able to mail out dog registration due to not being in Nixa during business hours 1/21/2016 11:54 AM

5 Any questions or problems were solved the first visit. 1/21/2016 11:18 AM

6 Living in another city prior to Nixa, all dog license were purchased through the Vet. Clinic yearly when dogs were

vaccinated, therefore all dogs were registered, solving many problems & city had more funds available to work with &

gave the owners more responsibility of their pet.

1/21/2016 11:06 AM

7 Go check to see who is having a garage sale and did they get a license? Make them pick up signs that is your job. 1/21/2016 11:05 AM

8 When i came in to get my business license was very nice and helped me with my application. 1/19/2016 7:33 PM

9 Personnel were very helpful. Acted professionally and were very gracious. 1/19/2016 2:56 PM

10 Totally not satisfied they do not check on garage sales licenses or they would know that might neighbor has one every

month from March to October and as a street we have made numerous complaints because of the traffic and parking.

1/19/2016 2:29 PM

11 the women in the office seemed very happy 1/15/2016 3:19 PM

12 were very friendly. 1/14/2016 11:56 AM

13 I do not like the practice of the clerk's office regarding garage sales. They get the money, do not check to see if it is in

area that can handle the traffic or go around and check that signs or sales have been cleaned up. I think that the

clerk's office should do their homework and update the job requirements of the office and actually give a service to the

community instead of justing expecting a paycheck or money from the people of the town.

1/14/2016 10:00 AM

14 She was pleasant. Answered our questions appropriately. 1/14/2016 4:13 AM

15 Very friendly 1/13/2016 7:48 PM

16 very friendly when I got a dog license 1/13/2016 7:31 PM

17 is awesome! 1/13/2016 1:14 PM

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18/96

11.14% 7

88.86% 62

Q10 Have you ever interacted with the

Communications Office?


Total 70

Yes

No

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%


Yes

No

17 / 95



19/96

Q11 I was very satisfied with the

Communications Office's customer service.


46.15%

36

21.79%

17

8.97%

7

14.10%

11

8.97%

7

78 3.8

# Comments Date

1 I feel there is work to be done in this area, I believe a person should be open minded to new idea's not just their

own...and certainly not look down on a person because of education or that they have a different pay scale then

their's..Lot's of room for improvement in this area.

1/21/2016 2:34 PM

2 If it's the building on Katherine past the recycling center. Then no. Horrible 1/21/2016 2:19 PM

3 She is a very condescending person. Not a real good "face" for the City of Nixa, I would expect a friendlier attitude as

the Communication's department.

1/21/2016 1:11 PM

4 I have only contacted by text or e-mail about emergency notification. All went just fine. 1/21/2016 11:38 AM

5 I don't know for sure what that is. 1/21/2016 11:12 AM

6 If you don't take the paper which we don't we never know what is going on in town. 1/21/2016 11:06 AM

7 Communication within the City of Nixa is top notch. Really. If there is an issue or question, we are alerted quickly.

Police and the city's spokeswoman work well together, getting timely information to the public and media so everyone

can have up-to-date information.

1/21/2016 10:58 AM

8 I waited for a little bit before servied. 1/20/2016 4:40 PM

9 A month or two ago I sent an email suggestion for a news story in the Nixa Government e-newsletter. The receipt of

my suggestion was not acknowledged - this should be standard practice.

1/19/2016 4:19 PM

10 What communications office! 1/19/2016 2:30 PM

11 What communications office? 1/14/2016 10:00 AM

12 is the salvation of the whole shebang. She is a conscientious professional who probably handles more than

her job description indicates.

1/13/2016 6:37 PM

13 That lady was really nice and knowlegeable and did a great job helping me 1/12/2016 2:47 PM

14 is very knowledgeable, organized and quick to respond. 1/12/2016 2:45 PM

15 She is a know it all and can be very condescending. 1/12/2016 2:42 AM

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20/96

21.49% 15

78.51% 54

Q12 Have you ever interacted with the Court

Department (tickets, fines, court dates,

etc.)?


Total 69

Yes

No

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%


Yes

No

19 / 95



21/96

Q13 I was very satisfied with the Court

Department's customer service.


51.33%

77

30.67%

46

12.00%

18

2.00%

3

4.00%

6

150 4.2

# Comments Date

1 My son was given an erroneous ticket at 160 & 14 for going up on the right-of-way to turn East on 160; the judge was

very understanding as my son was driving with a permit and collected the fee, but allowed it to not be on his record. I

contacted the office to have more discretion in the future for drivers learning how to drive rather than tarnishing the

image of officers in the public's eye.

1/22/2016 8:22 AM

2 The prosecutor is helpful. 1/21/2016 3:04 PM

3 They quickly handled my traffic ticket 1/21/2016 1:28 PM

4 my husband had an expired insurance card and I was able to bring in the current one without any trouble 1/21/2016 12:54 PM

5 It was a bogus ticket. Going over 20 mph on Market Street, really? 1/21/2016 11:58 AM

6 I have waited hours to talk to someone in the court office. I have argued points about our roads and the bizarre lanes

on Gregg and 14 Hwy but I was talking to a person with no idea what I was talking about.

1/21/2016 11:08 AM

7 I paid a ticket before it was officially turned in by the officer. I was afraid my payment would get lost in the shuffle, but

it didn't.

1/21/2016 10:59 AM

8 I have had to deal with Family Court department. The ladies are very nice but I wish they could be more helpful, filling

out forms etc.

1/21/2016 10:50 AM

9 I have had neighbor issues and the court admin have been very understanding, great l istener and good with advice. 1/21/2016 9:40 AM

10 All the police just want to make money off of the citizens by issuing "Fake" tickets. I got a ticket for not wearing a seat

belt, but I clearly was. The policeman tried to tell me that I was speeding and that the seat belt ticket would not cost

me as much. I fought it and won.

1/21/2016 7:58 AM

11 Wasn't very pleased with the police officers attitude but the clerks were very good. 1/19/2016 4:41 PM

12 If you get a ticket and go in to discuss it they have no idea what to do they are programmed to only accept money and

are baffled if you want to talk to anyone.

1/19/2016 2:40 PM

13 are great. 1/14/2016 11:57 AM

14 I have never been issued a ticket but have talked to the office on a couple of occasions, I waited over a 1 1/2 to see

someone.

1/14/2016 10:02 AM

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0 1 2 3 4 5 6 7 8 9 10

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22/96

15 One of the clerks is very friendly, but one is not. She was very short seemed to be a pain in her side. 1/14/2016 9:20 AM

16 I got a speeding ticket several years ago. 1/13/2016 4:56 PM

17 Very rude, unwill ing to l isten, unrelentingly rude despite my efforts to fix a ticket. I moved out of nixa won't go back. 1/8/2016 3:42 PM

21 / 95



23/96

32.47% 22

67.53% 46


Development Department (building permits,

inspections, fence permits, etc.)?


Total 69

Yes

No

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%


Yes

No

22 / 95



24/96


Development Office's customer service.


51.11%

115

28.00%

63

6.67%

15

8.00%

18

6.22%

14

225 4.1

# Comments Date

1 The person we received the permit for should had known we did not need a permit for what we had done 1/22/2016 8:21 AM

2 Much easier process in nixa 1/21/2016 9:34 PM

3 It is much better than it used to be. 1/21/2016 8:49 PM

4 I was told by Nixa that I had to work out drainage backup in my yard caused by a berm installed by a lower grade

neighbor without Nixa advising the berm neighbor.

1/21/2016 6:12 PM

5 My experience was over 15 years ago. 1/21/2016 4:59 PM

6 When employees defend the developers and do not tell the truth about how poor planning got thru the City it is not

good customer service to the citizens

1/21/2016 3:50 PM

7 They were cordial and worked to get the answers to my inquiry. 1/21/2016 3:17 PM

8 if this is the department that does rental inspections they are helpful. 1/21/2016 3:04 PM

9 Building a house required way too many permits and inspections. I 've heard others say they would not build here

again due to the hassle.

1/21/2016 1:27 PM

10 They just made me feel like I was interrupting them, that it was an inconvenience to them to do their job. 1/21/2016 1:12 PM

11 Again, my fantastic neighbor complained that I had a broken fence. The City was nice enough about it 1/21/2016 12:54 PM

12 I felt as though I was a nuisance with questions I had about my permit. 1/21/2016 12:26 PM

13 The contractor who put up a fence for me must have dealt with the Development Office. There was no issues getting a

permit.

1/21/2016 12:11 PM

14 Three different inspections seems a bit excessive for a deck not even a two feet from the ground. 1/21/2016 11:55 AM

15 See previous reply 1/21/2016 11:40 AM

16 This department could be a little more business friendly. Would like to see an easier less costly approach to getting

new business in Nixa.

1/21/2016 11:13 AM

17 Sometimes people need to take a mandatory retirement. The ideas of our office are so outdated that hardware stores

do not even know what they are wanting us to do.

1/21/2016 11:09 AM

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25/96

18 I had some small hiccups with the rental property inspection. I had called and scheduled an inspection and the

inspector never showed up for the reinspection and we had renters moving in the following day. The office allowed

the movers to move in and then inspected the following Monday.

1/21/2016 10:38 AM

19 Very rude people in this office... 1/20/2016 9:04 AM

20 Subdivision rules & regulations aren't being enforced, for so many cars parted in the street and on both sides of the

street. I question which side should the cars be parked if they are in front of your home?

1/19/2016 7:49 PM

21 When i started my business i didn't know i needed to get a permit unitl i went to the utility office. they sent me to see

. He was very understanding that i didn't know and took the time to explain the infill permit requirments,

he seemed to be very smart and helped me to get what i needed to turn utilities on. He sent a guy named Joe to

inspect my business and helped me get what i needed to open. Very confusing process but they made it easy to get

done.

1/19/2016 7:38 PM

22 The staff are knowledgeable and generally very receptive to discussion. is always responsive and is very

professional.

1/19/2016 4:21 PM

23 they helped with my problem with my neighbor. everyone I spoke with were very nice and helpful 1/15/2016 3:21 PM

24 We recently put up a fence and was more than helpful during the permitting process. 1/14/2016 12:35 PM

25 I appreciate the rental inspection program, it keeps my apartment complex clean. 1/14/2016 11:57 AM

26 I had to get a permit for a fence, I don't know why you have to have a permit for a fence! But the young lady at the

front desk was very helpful

1/14/2016 10:34 AM

27 Get some new people in there with a personality. Dry, dry, dry. 1/14/2016 10:03 AM

28 In my dealings the front staff they have been very short with me. Only doing what they have to but never going out of

their way to help me more. I have felt like I should know what I'm doing with no guidance. They have made me feel

like I'm stupid.

1/14/2016 9:24 AM

29 Very friendly and helpful when I had to get a permit. Also had to talk to about my neighbors grass. He took care

of the problem

1/13/2016 7:50 PM

30 This is a very helpful department, especially when I got a permit for a fence. Also very helpful for a complaint on my

neighbor's grass.

1/13/2016 7:32 PM

31 Just asked for information. 1/13/2016 7:18 PM

32 Explain my issues with this office earlier in this survey 1/13/2016 5:17 PM

33 went out of her way to help me out with a problem, and the young gent leman, Nate I bel ieve, was a great help

too.

1/13/2016 1:15 PM

24 / 95



26/96

34.64% 23

65.36% 45


Electric Department (electric lines, tree

trimming, etc.)?


Total 69

Yes

No

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%


Yes

No

25 / 95



27/96

Q17 I was very satisfied with the Electric

Department's customer service.


55.46%

132

23.95%

57

7.56%

18

7.98%

19

5.04%

12

238 4.1

# Comments Date

1 We had a power line come down and they were there quickly to take care of the problem 1/22/2016 8:23 AM

2 Very fair in trimming the trees and not removing them. 1/22/2016 8:22 AM

3 City has poor management of lines, tree cutting. 1/21/2016 10:35 PM

4 Nothing good to say. Most of Nixa feels this way 1/21/2016 8:40 PM

5 Called to report vines on transformer. They never responded and did nothing to resolve issue. 1/21/2016 7:56 PM

6 Too many outages! Electric Department is an extortionist! It should be a cr ime to charge customers theses prices. 1/21/2016 6:32 PM

7 From tree trimming to questions about my bill, customer service has been exceptional. There is one problem I have;

though, and that is anytime I have needed to make payment arrangements, I have been told, payment arrangements

are not accepted. As a long time Nixa resident, being there for the people would be extremely helpful in tough times.

1/21/2016 6:29 PM

8 The tree trimming guys put an orange ribbon on my tree two years ago & it is still there. 1/21/2016 5:44 PM

9 I called to report a power outage once. 1/21/2016 5:04 PM

10 RUDE 1/21/2016 3:05 PM

11 It's taken months for them to come clip some dangerous tree limbs by a power line the keeps saying they will 1/21/2016 2:51 PM

12 Never a problem. 1/21/2016 2:36 PM

13 Previous comment is that they are not very efficient. 1/21/2016 1:25 PM

14 We were very satisfied with the gentlemen that came to our house to help with electrical issues. 1/21/2016 1:25 PM

15 They trimmed one of my trees and it died 1/21/2016 12:14 PM

16 They do a great job. 1/21/2016 11:58 AM

17 It's been several years, but at the time the were friendly and helpful 1/21/2016 11:20 AM

18 If it is not within the time of 9-4 you want be talking to the electric office. 1/21/2016 11:10 AM

19 Street lights 1/21/2016 11:04 AM

(no label)

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26 / 95



28/96

20 During an outage, they were very quick to respond. 1/21/2016 11:03 AM

21 But I wish I had more time to pay the bills. Before getting electricity turned off. 10days after due date is difficult if

unforeseen situation come up.

1/21/2016 11:00 AM

22 see comment prior question 1/21/2016 10:56 AM

23 Reported an outage 1/21/2016 10:44 AM

24 I do wish I was better informed about the tree trimming. I appreciate it was done, but they killed one of my trees and

I'm left responsible for having it removed.

1/21/2016 10:41 AM

25 They are careless and drove across my property without even asking. 1/21/2016 7:59 AM

26 The department seems very rigid in their expectations for payment. However, when there is a power outage I am

expected to be patient. This seems like a one-way street. Please practice what you preach.

1/20/2016 7:15 PM

27 The women working there seem a little hateful or unfriendly most times I've dealt with them. They act as though your a

bother to them and they don't have a good attitudes or happy to help demeanor. The city's policy on shutting electric

off after a few days late is ridiculous. There is no compassion in this area. Would love to see more options to help ppl

pay high electric bills besides LIHEAP, in the winter they only cover gas for some, and electric bills are still high. A

program that lets people donate to less fortunate. A program that screens people that are having a hard time or an

emergency once in a while. Would love to see something come of this idea.

1/20/2016 9:53 AM

28 Person answering phone was rude. The guy that I talked to in the electric department was nice. 1/20/2016 9:16 AM

29 Very happy with the tree trimmers in our neighborhood, good job. 1/19/2016 7:50 PM

30 I am a retired person and my Social Security check comes in about 10 days after the due date. So I have to pay a fine

"every month" ! A little consideration would be very nice !

1/19/2016 6:25 PM

31 They worked with us on requirements regarding a whole house generator along with building permits 1/19/2016 4:22 PM

32 Asked to lower my water meter so I could mow over it. No response 1/19/2016 2:28 PM

33 It was when I got my electric turned on. 1/19/2016 9:43 AM

34 During a outage we found the response time to quick at restoring our power. 1/14/2016 12:36 PM

35 We still have not had the tree limbs trimmed away from the power lines. 1/14/2016 10:37 AM

36 They trimmed trees on my property. They said they would return to pick up branches but never did. 1/14/2016 10:07 AM

37 Our power goes out constantly which is usually a result of a squirrel and rather than coming out to "flip" a switch we

wait alllllllllll day.

1/14/2016 10:05 AM

38 Called to report an outage and the person answering the phone was fairly abrupt in telling me that she had received

MANY calls to report the outage.

1/14/2016 8:39 AM

39 It was difficult to ever talk to anyone, but finally did after several calls. 1/13/2016 7:18 PM

40 will get to it when we can 1/13/2016 1:54 PM

41 We have lived in the house since October 16 2015, with in a month the power went out 6 times... 1/13/2016 8:50 AM

42 We had an issue that affected our residence late in the evening and staff was very prompt and courteous in getting

the issue resolved despite the time of day.

1/8/2016 3:23 PM

27 / 95



29/96

9.32% 6

90.68% 62


Human Resources Department?


Total 68

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No

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%


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28 / 95



30/96

Q19 I was very satisfied with the Human

Resources Department's customer service.


23.08%

15

29.23%

19

16.92%

11

13.85%

9

16.92%

11

65 3.2

# Comments Date

1 Not very personable. 1/21/2016 2:37 PM

2 The Human Resource department is supposed to be for the employee. The department head is completely

unapproachable to the employees and has more power than that department should have.

1/21/2016 1:15 PM

3 people very polite but process very user-unfriendly. 1/21/2016 11:59 AM

4 Only contact was to give SDC tickets to the city for Christmas family. They were appreciative. 1/21/2016 11:40 AM

5 Only if you are one of the "Good Ole Boys" or related to one of the "Good Ole Boys" 1/21/2016 11:10 AM

6 I'm not sure of this, unless you mean the Family Services Dept. 1/21/2016 10:53 AM

7 The lady that has worked there for ever is a Bitch! 1/21/2016 7:59 AM

8 Very helpful 1/20/2016 4:47 PM

9 Not transparent. 1/17/2016 2:50 PM

10 Are you one of the "good ole boys?" better not try to get a job here! 1/14/2016 10:06 AM

11 The director has lack of approachability. HR is suppose to be the go to place. You get the vibe of guilty until proven

innocent.

1/14/2016 9:28 AM

12 Lady seemed very withdrawn 1/13/2016 1:55 PM

13 HR head needs to be replaced 1/12/2016 2:43 AM

14 wishy wasy like a waffle iron 1/11/2016 4:27 PM

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31/96

49.13% 33

50.87% 34

Q20 Have you ever interacted with the Parks

Department?


Total 68

Yes

No

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%


Yes

No

30 / 95



32/96

Q21 I was very satisfied with the Parks'

Department customer service.


53.12%

179

28.19%

95

8.90%

30

6.23%

21

3.56%

12

337 4.2

# Comments Date

1 Efficient, friendly, and helpful. 1/22/2016 8:23 AM

2 They are lazy 1/21/2016 10:35 PM

3 Most of the people who I have dealt with at the Parks dept. have been great but a couple of the younger girls that work

the front desk in the evenings & weekends not great with customer service.

1/21/2016 8:52 PM

4 Great group of people. 1/21/2016 7:57 PM

5 99.9% of the time I am very happy and continue to util ize the parks in Nixa. My family and I have a fitness

membership and although we are happy, we have dealt with staff at the desk that has not been very friendly to our

children or use during visits.

1/21/2016 6:30 PM

6 Interaction was over 15 years ago. 1/21/2016 5:01 PM

7 They really helpful during the Ice storm 2011 1/21/2016 3:55 PM

8 Lot's of room for improvement here. 1/21/2016 2:37 PM

9 I love the Nixa Parks Dept. We celebrate my son's birthday party every year at a park pavilion. 1/21/2016 12:55 PM

10 Everyone is always friendly. Some of the younger staff aren' t very knowledgeable but that's to be expected. 1/21/2016 12:36 PM

11 Beautiful facilities but poor customer service at the desk and a palpibly poor attitude about why they exist. Several

members of the Ozark Center are fellow Nixa residents who have been unimpressed with the Nixa Center's apparentattitude toward the safety and health of all its Members. By the way, the pool has been an important exception. Fully

certified lifeguards are radically different--and helpful.

1/21/2016 12:10 PM

12 We are members and there is no way to put your account on hold, if you go to work out there is no place to park

because the people with kids in basketball are there. They want more parks which we do not need we need to make

the ones we have work better. The flower garden at the central park total waste of money and it looks like sh**. Again

do not bring it up to anyone because we are to blame for not voting to raise our taxes higher.

1/21/2016 12:04 PM

13 new director a lot better... 1/21/2016 11:59 AM

14 We stopped going to your community center to walk when you stopped allowing seniors to walk without fees. We go to

Ozark now.

1/21/2016 11:41 AM

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33/96

15 Excellent. Thanks! 1/21/2016 11:39 AM

16 Some desk workers don't seem sufficiently knowledgeable about certain programs (swim lessons, martial arts) and

have to refer to the director

1/21/2016 11:00 AM

17 I think that they could be more proactive with what they have, not what they want. 1/21/2016 10:50 AM

18 I have enrolled my children in the Nixa Parks Summer It Up program for the last few years and every year I have

watched as the quality of workers goes down. I spoke with about this last year and saw improvement. I

have spoken to a few parents who feel the same way. I appreciate that the Parks dept offers such an educational and

fun program for kids but I don't feel that my children are as safe as I would like considering they are monitored by

apathetic and otherwise preoccupied high school students. This year I will be choosing to put my children in the Nixa

public school's XLT summer program. While the activities are very much the same the staff is more responsible and

concerned with my children's' well being and that is reassuring as a parent and well worth the extra cost.

1/21/2016 10:47 AM

19 does a nice job. He is approachable and in touch with the needs of the community. 1/21/2016 10:47 AM

20 Summer it Up! staff is great. The staff at the community center front desk, not so much. Sullen, unfriendly, not

knowledgeable

1/21/2016 10:46 AM

21 Appreciate personnel coming to the sr center to lead exercise. 1/21/2016 10:45 AM

22 We need a dog park! 1/21/2016 10:43 AM

23 Customer service seems good. Prices for using the Center are ridiculous. 1/21/2016 10:42 AM

24 They hire people who have no idea what is going on! 1/21/2016 7:59 AM

25 They had the opportunity to get a tax passed to improve the quality of life here in Nixa. Yet they didn't relay their

message, didn't display how they would be good stewards of public funds, and let a tax fail. When a tax fails, the

community loses confidence in their city.

1/20/2016 7:18 PM

26 There needs to be more activity slots for "Seniors" at the community center. Silver Sneakers is often overflowing and

using chairs that are not safe for the exercises and elderly.

1/20/2016 2:02 PM

27 I don't l ike the way money was asked for on the election for the parks. We are not dumb , we need all the

INFORMATION to make An Informed decision. I think the parks dept could be doing more with what they already

have. Squeeze those dollars and let citizens know about it. Then just ask for what you really need. About GOOD

customer service: I think you really need to hand everyone that works for the city a dictionary definition of what

customer service is, what it looks like, how it sounds, the way you feel when you give Good customer Service. A lot of

city employees have a very entitlement attitude. You all may need to get off your entitlement high horses and get back

to reality. You all are not Kings and Queens, you SERVE a wonderful community of good people that are very

generous. I think employee morale needs a good check-up. I'm not just picking on parks dept here but all

departments. I have not dealt with a lot of them personally but people talk and a lot of people think what I'm saying.

Thanks for giving people a chance to voice an opinion of our city services. I hope lots of people will participate and you

all can work towards making some happy changes to serve the community.

1/20/2016 10:40 AM

28 Have ask numerous times for parks to cut back the tall weeds in the northwest corner of the center's property. (where

they store Soccer goals and benches). They always said that they will get it done, but never does. It's a eye sore.

1/20/2016 9:27 AM

29 At times yes, however there have been times I have been at the Center for ball games and the staff seemed very put

off when we went to ask questions about snacks and stuff. Same thing happened one time at the Ball Park. They were

more interested in their phones.

1/20/2016 9:06 AM

30 its very busy at the gym, they need more help and more equipment 1/19/2016 7:40 PM

31 My interaction has been mostly with the staff at the Center. Also, staff were helpful in past meetings regarding the tax

proposals on parks improvements.

1/19/2016 4:24 PM

32 I am extremely disappointed in the childcare at the community center. I was looking for a place to except use while mychildren would be looked after. I do not feel my children are safe there. There is no verification at pick up to ensure the

correct person is taking my children. Also, I have caught the workers on their phones and not paying attention to the

children more than once. The last time my 2 year old was being spun in a chair by an older child while the worker was

on his phone. I no longer trust them to watch my children.

1/19/2016 3:30 PM

33 Until the last 30 days (it has otter better). We would see 3 or4 times a week staff sitting around at the center

conversing with other staff members or on their phones. Ignoring people coming and going. It was apparent to us the

Parks Dept., was either over staffed, not supervised, or consciously serious about their jobs.

1/19/2016 2:44 PM

32 / 95



34/96

34 My 16 year old daughter was not allowed to use the fitness center because they hadn't updated her record when we

paid our annual family membership. All it took was a 2 minute phone call later in the day for me to make them fix the

error. They also refuse to put up volleyball nets on several occasions because they don't want to have to get up & do

something.

1/19/2016 2:44 PM

35 Everyone has been wonderful, whether it is the community center or organized sports, everyone is wonderful! Special

thanks to at the front desk, she is always helpful and cheerful!

1/19/2016 2:10 PM

36 at the Fitness Center needs to listen to suggestions on how to improve classes to maintain membership. 1/19/2016 2:06 PM

37 new personal at the community center are doing a better job and friendly. Previously they were not. friendly to senior

persons at facility.

1/17/2016 3:44 PM

38 the teenagers at the pool are always friendly 1/15/2016 3:22 PM

39 The front desk employees are always friendly. 1/14/2016 11:58 AM

40 Would like to see the parks department take more advantage of our FREE programs. 1/14/2016 10:46 AM

41 We are members of the fitness club and do a number of things with the parks. They are the reason we want to put our

house on the market and move out of Christian County.

1/14/2016 10:07 AM

42 Our son's picture has not come to us yet from the basketball season that ended in December and when I contacted

the Parks Department, I was given the contact information for Lifetouch. I have had to call them twice and still don't

have our picture yet. I felt the Parks Department maybe should have made sure all pictures were sent to parents when

they realized there were missing packages (ours was not the only one not delivered).

1/14/2016 8:41 AM

43 at the community center is great with the kids and programming for the summer program. 1/14/2016 7:05 AM

44 Very friendly 1/13/2016 7:51 PM

45 City wide Garage Sale. 1/13/2016 7:19 PM

46 I would love to see a community garden 1/13/2016 5:14 PM

47 I have volunteered for years and have been lied too, talked down too and in general felt that I was wasting my time. I

will never support the parks department while Jodie and Matt are there.

1/13/2016 4:58 PM

48 Matt and Katie provide excellent customer service. 1/12/2016 2:46 PM

49 Matt Crouse is doing a great job 1/9/2016 8:22 AM

50 As stated earlier, we use the X Center many times a week, which I believe is operated by the Parks Department. BTW

"Parks" is not possessive (should be no apostrophe).

1/8/2016 11:22 AM

51 The uninterested staff at the front desk of the COMMUNITY center (NOT eXclusion center), who aren't very

knowledgeable when you ask them a question, make this statement hard to agree with.

1/8/2016 11:00 AM

33 / 95



35/96

56.35% 38

43.65% 29


Police Department?


Total 68

Yes

No

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%


Yes

No

34 / 95



36/96


Police Department's customer service.


62.60%

241

19.48%

75

9.09%

35

5.97%

23

2.86%

11

385 4.3

# Comments Date

1 We have never had an incident with the Nixa Police that wasn't handled correctly. They are consistently one of the

best to work with as a business operator.

1/22/2016 8:55 AM

2 I feel that a problem exists with not same procedures always been done and we need to know what the position is of

the chief so that we can know how problems will be handled.

1/22/2016 8:43 AM

3 We are not home often, but one time we came home it looked like someone shot at our house. The officer was very

friendly is helping us. Also, told us that since we aren't home often do to our job he will have officers do drive by a little

more. You make us feel very safe

1/22/2016 8:27 AM

4 They seemed to be concerned about various car break-ins in our neighborhood. 1/22/2016 8:24 AM

5 I lost my dog 1/22/2016 8:04 AM

6 They are unprofessional 1/21/2016 10:36 PM

7 Very supportive and have nothing but respect for each one of them for keeping us protected. 1/21/2016 7:43 PM

8 The Police Department is the ONE and ONLY thing I like about Nixa city. Everything else SUCKS here and I will be

moving out of city limits as soon as I can.

1/21/2016 6:34 PM

9 Approximately five years ago, our home was broken into. It scared me and my family. While the police were there, I

also felt violated and not entirely safe, almost as if I was being blamed for the incident. Other than this, I have felt the

police protect and serve.

1/21/2016 6:33 PM

10 Police responded once to my home when my security sounded. They were very professional and very nice. Police

responded another time when I called about a strange package on my front porch. Police were very professional and

very nice.

1/21/2016 4:53 PM

11 Our police dept. is the best 1/21/2016 4:15 PM

12 I think the Nixa police department have some the finest and most professional officers I've ever met. 1/21/2016 3:53 PM

13 Nixa has an outstanding police force. They are receptive to hearing what is going on in neighborhoods and proactive

in resolving issues and giving feedback.

1/21/2016 3:49 PM

14 They helped set up a Neighborhood Watch 1/21/2016 3:19 PM

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37/96

15 I have had positive experiences and negative experiences, mostly positive though. 1/21/2016 3:06 PM

16 Front desk personnel is lacking in social skills. I do not like going up there only to hear them loudly talk about their

personal lives. Very unprofessional.

1/21/2016 3:05 PM

17 Great service and fast response time. Very personal with their investigation. 1/21/2016 2:52 PM

18 We have a great Police Department 1/21/2016 2:20 PM

19 They are the best! 1/21/2016 1:28 PM

20 The police are a little clannish and the public are not part of the clan, interaction with the public could be a little better,

we all don't have our hair high and tight and wear black tactical gear..all of the people are not suspects, we very well

may be the best friend the police have when they are in a tight spot or need information. In my interactions when I

needed the police I was treated a little sub-class I was not treated bad or out of line it was just a little reserve, and I

was the one initiating the contact.. This is not a gripe just something I think needed to be said.

1/21/2016 1:22 PM

21 Again, see my earlier comment. My horrible neighbor likes to complain and waste the time of the Police Department

and the money of the other tax payers. I am never happy to have the police call me regarding my dog, but they are

always polite and let me cry and vent to them. I appreciate all that they do everyday to keep everyone safe and

appease those that are not satisfied in their own lives. :)

1/21/2016 12:57 PM

22 They seem a little "badge heavy" at times and most drive a aggressively (tailgating, surging their vehicles at lights,

speeding without lights or sirens). Otherwise they are ok. This comes from personal comparative experience as I was

raised with family in the force in a large city, so it is not a personal attack on the local police, just observations. As for

their Customer Service, they are just ok. My dealing with the local police was a not at-fault accident and I was made to

feel as if I had done something wrong during the investigation.

1/21/2016 12:50 PM

23 Mostly what they seem to care about is writing traffic tickets and intimidating the public 1/21/2016 12:15 PM

24 Very helpful, kind, and courteous while maintaining professionalism. Proud to have them. 1/21/2016 12:12 PM

25 I was pulled over for not having my turn signal on which was still on when I pulled over to the shoulder. The policeman

came to my window and was stunned because he said oh I thought you were a kid. REALLY He did a u-turn in the

middle of the street when he was done and did not use a turn signal and his driver head light was out. I contacted the

police station and was told, "we all make mistakes."

1/21/2016 12:07 PM

26 The ticket thing. Other times they were professional. 1/21/2016 12:00 PM

27 I'm glad to know a place to take my left over meds 1/21/2016 12:00 PM

28 nice chief... hopefully the others in the dept will show his professionalism and not get too full of themselves. 1/21/2016 11:59 AM

29 We love that they checked our home when we were gone. That is program ended. We do wish that they would take

dog complaints without giving names and at least tell the homeowners to not let dogs run to poop on other peoples

property.

1/21/2016 11:43 AM

30 I think we have the best police department in the state has great integrity and the officers are all very

professional.I feel safe here

1/21/2016 11:35 AM

31 Not customer service but, the officers, (a couple of them) could be a bit more interested and/or show a little concern

about what a citizen is trying to tell him/her, and actually acknowledge they are listening. I personally have

encountered one officer who could only glower behind his sunglasses showing no expression or verbal

acknowledgement at all upon a citizen asking for information during a situation.

1/21/2016 11:27 AM

32 Talked with the Chief about donating shirts. I was very grateful. 1/21/2016 11:19 AM

33 Could be a lot more helpful. 1/21/2016 11:15 AM

34 We had a robbery and it took forever to get a police report to give to our insurance company. Also when I drove up in

my company car (which is a buildboard of graphics) after receiving a call from the alarm company about a break in, I

was greeted with officers with AR weapons drawn and not permitted in, even after I was told the scene had been

cleared. Not exactly a friendly greeting.

1/21/2016 11:04 AM

35 Again they respond quickly and professionally 1/21/2016 11:04 AM

36 I have had great interaction and bad interaction with the police department, both cases I was just asking questions

about something that has happened in my neighborhood.

1/21/2016 11:03 AM

37 I feel the police department does a great job protecting our city and informing the public about concerns or crime

trends officers are seeing throughout the city. The police department's "Citizen's Police Academy" is an invaluable

course for people in Nixa. The chief and his staff are always accessible and approachable. Many people I speak with

in the community feel the same way.

1/21/2016 11:03 AM

36 / 95



38/96

38 They were very respectful and listened well when I was on the receiving end of a complaint. 1/21/2016 11:02 AM

39 Had some ATVs stolen - initial effort was there, but leads weren't followed very far. Basically not enough people to

handle our case. The officers have all been pleasant though. Just disappointed.

1/21/2016 10:57 AM

40 Particular officer seemed to be having a bad day. If he treats a soccer mom the way he did me, how does he treat

other, rougher people?

1/21/2016 10:57 AM

41 Officers were very personable and helpful. 1/21/2016 10:57 AM

42 Not that the end was satisfactory, but it wasn't the fault of the police department. The theft was not something that

could be tracked down, or paid for by insurance, to my disappointment.

Documents

Nixa's Customer Service Survey