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Open Town Hall
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Digital Customer Experience Survey

Please help the City of San Diego learn how we can improve our customer service.

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32 registered responses


What is your preferred method of engagement with the City? (Please select all preferences.)

Response Percent Response Count
Email 71.9% 23
In person 21.9% 7
Mobile app 46.9% 15
Online website 28.1% 9
Online chat 15.6% 5
Phone call 40.6% 13
Social media messaging 15.6% 5
Text message 37.5% 12
Traditional mail 6.3% 2
Other 3.1% 1

How often do you engage with the City of San Diego?

Response Percent Response Count
Daily 21.9% 7
Weekly 21.9% 7
Monthly 18.8% 6
Quarterly 9.4% 3
Bi-annually (twice per year) 12.5% 4
Rarely 6.3% 2
Other 9.4% 3

In which language are you most comfortable engaging with the City?

Response Percent Response Count
English 100.0% 32

How comfortable are you when using the following digital platforms on a computer, tablet, or smartphone? (Please note: 0 is very uncomfortable and 5 is extremely comfortable)

Email
Response Percent Response Count
3 9.4% 3
4 6.3% 2
5 84.4% 27
Mobile App
Response Percent Response Count
0 9.4% 3
1 3.1% 1
2 6.3% 2
3 12.5% 4
4 15.6% 5
5 50.0% 16
Online Chat
Response Percent Response Count
0 6.3% 2
1 6.3% 2
2 15.6% 5
3 12.5% 4
4 15.6% 5
5 40.6% 13
Social Media Messaging
Response Percent Response Count
0 28.1% 9
1 6.3% 2
2 12.5% 4
3 9.4% 3
4 12.5% 4
5 28.1% 9
Website / Online Form
Response Percent Response Count
0 3.1% 1
1 12.5% 4
2 3.1% 1
3 6.3% 2
4 18.8% 6
5 53.1% 17

What would make you more comfortable using a digital platform to engage with the City? (Please select all that apply.)

Response Percent Response Count
In-person learning workshops 17.9% 5
Virtual learning workshops 28.6% 8
Video tutorials 67.9% 19
Other 25.0% 7

What, if any, barriers do you have to using a digital platform? (Please select all that apply.)

Response Percent Response Count
Discomfort and/or confusion when using a digital platform (website, app, etc.) 41.7% 10
Discomfort in sharing information electronically 20.8% 5
No digital device (computer, tablet, or smartphone) access 4.2% 1
No internet access 4.2% 1
Slow or unreliable internet access 16.7% 4
Other 41.7% 10

What would improve your experience when engaging with the City of San Diego?

Answered
24
Skipped
8

What is your zip code? (Your zip code helps City employees better understand and assess specific community needs.)

Answered
31
Skipped
1

What is your age?

Response Percent Response Count
25 or younger 3.1% 1
26-34 3.1% 1
35-44 3.1% 1
45-54 25.0% 8
55-64 34.4% 11
65+ 25.0% 8
Prefer not to answer 6.3% 2
Name not available
October 5, 2023, 6:33 PM
  • What is your preferred method of engagement with the City? (Please select all preferences.)
    • Email
    • Online website
  • How often do you engage with the City of San Diego?
    • Monthly
  • In which language are you most comfortable engaging with the City?
    • English
  • How comfortable are you when using the following digital platforms on a computer, tablet, or smartphone? (Please note: 0 is very uncomfortable and 5 is extremely comfortable)
    • Email - 5
    • Mobile App - 3
    • Online Chat - 3
    • Social Media Messaging - 1
    • Website / Online Form - 5
  • What would make you more comfortable using a digital platform to engage with the City? (Please select all that apply.)
    • Video tutorials
  • What, if any, barriers do you have to using a digital platform? (Please select all that apply.)
    No response.
  • What would improve your experience when engaging with the City of San Diego?

    Easier access to information

  • What is your zip code? (Your zip code helps City employees better understand and assess specific community needs.)
    92106
  • What is your age?
    • 65+
Open Town Hall is not a certified voting system or ballot box. As with any public comment process, participation in Open Town Hall is voluntary. The responses in this record are not necessarily representative of the whole population, nor do they reflect the opinions of any government agency or elected officials.

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Choose at most 10 options
0
1
2
3
4
5
Email
Mobile App
Online Chat
Social Media Messaging
Website / Online Form
Choose at most 4 options
Choose at most 3 options
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