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The City of Portland, Oregon

Community & Civic Life

Promote the common good

Main: 503-823-4519

City/County Info: 503-823-4000

TDD: 503-823-6868

1221 SW 4th Ave, Suite 110, Portland, OR 97204

Surveying Your Customers

Bureau of Emergency Management

Customer survey originally instituted through the web in 2009 - updated with new Website in 2012

Bureau of Environmental Services

In 2010 BES conducted four focus groups with a representative sample of ratepayers to better understand public attitudes toward the bureau and the services it provides.

City Attorney's Office

Attorney's Office conducts a customer survey every 2 years. The survey incorporates most of the principals recommended for surveying by CSAC Surveying Guidance Document.

City Budget Office

In 2012 the Financial Planning Division conducted a SurveyMonkey customer survey.

Commissioner Fritz

All constituent correspondence is tracked and statistics kept and posted online to ensure responsive handling by all staff.

CSAC Customer Surveying Guidelines

Information on implementing the city standard surey measurement tool into customer service survey efforts

Fire and Police Disability and Retirement

FPDR instituted a brief online survey in 2010 for customers conducting a pension estimate.

Fire Bureau

The Fire Bureau conducts an external survey every 5 years as part of their strategic planning process

Government Relations

In 2011 Government Relations conducted a customer service survey of the city bureaus they serve.

Police Bureau

The Police Bureau conducts a Community Assessment Survey every 2 years.

Portland Development Commission

Commissioned in 2009 to provide a baseline performance measure for overall satisfaction with PDC.

Portland Housing Bureau

As part of their strategic planning process PHB conducted a survey and also convened a community forum and facilitated focus groups with stakeholders.

State of Oregon Report on Measuring Customer Satisfaction

The Final Report of the State Customer Satisfaction Workgroup from 2004

Water Bureau

Water Bureau customer service surveys developed on implemented 2007-8