The official website of the City of London300 Dufferin Avenue519-661-CITY (2489)3-1-1 (within London)

2019 Annual Citizen Satisfaction Survey


Results of the 2019 Citizen Satisfaction Survey are in and show Londoners’ feel their quality of life is good, have a strong sense of belonging, and are satisfied with the quality and level of City services.

Conducted annually, the survey explores top of mind issues, overall impressions of quality of life, perception of services and value for tax dollars, communication and accessibility .

This year’s survey was conducted by Ipsos Public Affairs between May 24 and June 7, 2019. Surveys were conducted by telephone with the sample drawn using random digit dialling, cell phone and landline, among City of London residents. A total of 500 interviews were completed among residents 18 years of age and older.  The overall survey results have been weighted by age and gender to reflect the population of London based on the 2016 Census. 

2019 Citizen Satisfaction Survey Highlights

  • Transportation is mentioned as the most important issue facing the City of London by 38% of respondents, and each year it has been mentioned with increasing importance. It was also the most important issue in 2018 (mentioned by 35% of respondents), 2017 (36%) and 2016 (23%).
  • Development/infrastructure is noted as the second most important issue facing Londoners as mentioned by 21% of respondents. This is also a consistent top mention, as noted by 20% of respondents in 2018, 11% of respondents in 2017, and 19% in 2016.
  • An overwhelming majority of London residents believe that the quality of life in London is good (93%). Lots to do remains the highest factor contributing to the good quality of life, as well as safe city/low crime, and good/friendly/nice city.
  • Vast majority of respondents believe London is a welcoming community (90%, including 37% who strongly agree) and that they have a strong sense of belonging (88%, including 41% who strongly agree).
  • Most residents (89%), remain satisfied with the level of service delivery from the City, including 26% who are very satisfied. Overall satisfaction with City services is on par with the National Norm (91%).
  • In particular, residents are most satisfied with parks and other green spaces, public libraries, drinking water and protection services such as fire, police, ambulance.
  • Large majority of residents are satisfied with the quality of service delivery (85%), accessibility of services (80%), and the time it takes to receive services from the City of London (72%).
  • Most residents (78%) have a good perception of value for tax dollars, including 25% who believe they receive very good value. This is on par with the National Norm, and there has been an increase of 7% in those who say they receive “very good” value for their tax dollar.
  • For the first time, email (38%) significantly outranks regular mail (28%), as the most preferred method for receiving information from the City of London.

“Feedback we receive from residents helps inform our service delivery, budget development, reporting and many other specific initiatives,” says Rosanna Wilcox, Director, Service, Innovation and Performance. “It’s important we understand how Londoners perceive their quality of life and their experiences with City services as we measure performance and support Council decision-making.”