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Posted on: July 13, 2018

Washougal Residents Give City High Marks for Quality of City Services and Customer Service

The key finding of the recent survey completed by the City of Washougal is that Washougal citizens give the City high marks for the overall quality of City services and the level of customer service provided by the City team. Sixty percent (60%) of residents are satisfied with the overall quality of City services, with only seven percent (7%) dissatisfied, more than an 8:1 ratio of residents who are satisfied vs. dissatisfied with the overall quality of City services. Sixty-eight percent (68%) are satisfied with the quality of customer service from City employees, with only six percent (6%) dissatisfied, more than an 11:1 ratio of residents who are satisfied vs. dissatisfied with the quality of customer service from City employees.

The 2018 Community Survey is the third biennial survey conducted by the City. With the results of this survey, the City is able to determine priorities for the community, guide budget and investment decisions, measure trends and compare performance with other communities nationwide. The City again contracted with ETC Institute to administer the six-page survey mailed to a random sample of Washougal residents. 2,800 surveys were sent out and 666 were returned, far exceeding target response goals. The results have a 95% confidence level with a precision of at least +/-3.8%.

“I am very grateful to Washougal citizens for their willingness to participate in this survey. We received a wonderful response. I look forward to working with the Council and community as we continue to make Washougal a very special place,” Washougal Mayor Molly Coston.

According to the results, the City is moving in the right direction. Satisfaction ratings have increased or stayed the same in 36 of 54 areas since 2016. Areas surveyed include Parks and Recreation, Public Safety, Communication, Streets, Code Enforcement and Customer Service. Eighty percent (80%) of residents surveyed were satisfied with the quality of fire, emergency medical and ambulance services; 77% were satisfied with the quality of police services, and 62% were satisfied with the quality of City parks. Notable increases over the 2016 survey include effectiveness of management of storm water runoff (+9%), quality of city sewer services (+8%), quality of city water utilities (+6%), and quality of police services (+4%).

Compared to cities of similar population nationwide, Washougal rates 17% above the Northwest Regional Average and 11% above the U.S. Average in the overall quality of services provided. In providing customer service, the City rates 21% above the Northwest Regional Average and the U.S. Average. City Administrator David Scott is proud to be part of the team at the City of Washougal and says they will continue to strive to deliver quality services and enhance their efforts.

Areas of improvement for the City include the maintenance of city streets, effectiveness of economic development efforts and the quality of city parks. These services will receive the most emphasis over the next two years.

Find the 2018 Community Survey Final Report at

David Scott, City Administrator
(360) 835-8501 ext. 102


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