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市民质量满意度呈上升趋势
2017-08-29 09:00:59 中国青年网
为了解市民对我市总体质量水平的满意度,我市委托具有资质的调查测评机构,定期开展城市市民质量满意度调查测评。测评显示,我市市民对本城市产品、工程、服务、环境以及政府工作质量水平比较满意。其中,对物业服务质量满意度75.7分,对公共交通服务质量满意度88.21分,对医疗服务满意度为83.9分,对政府工作质量满意度达83.82分。2016年市民质量满意度得分为74.59分。
据介绍,2013年,我市在“全国游客满意度调查”中得分72.08,2014年得分提高到74.29,呈现上升趋势。2015年,市交委、市公交集团修改完善公交行业规范服务标准和公交企业服务质量考核办法,公交行业投诉率同比下降44.52%,市民满意度由2013年的70%上升到2016年的80%以上。我市铁路、民航、公路等基础设施不断完善,网络调查问卷反映市民乘客对交通运输窗口服务满意度达到90%。
据了解,测评范围为武汉市所辖城区的市民,年龄为18-70岁,覆盖全市16个区。有效样本量1000-1500个。对产品质量、服务质量、房屋与基础建设质量、公共服务质量的满意度,采用在线调查、电话调查和现场调查三种方式开展测评数据的采集,历时三个月,从被调查者职业情况来看,私营企业人员样本数量最多,占19.7%,其次是事业单位人员,占16.6%,国有企业人员,占12.3%,三者占总数的48.6%。
参与度主要从关注质量、质量重要性、质量维权意识、参与意愿、参与行动、创建活动开展必要性及争创信心等方面来反映。测评中,受访者对质量工作具有较高的参与意识、意愿以及信心。91.33%的受访者在日常生活中对质量问题很关注,94.93%的受访者认为质量很重要,86.83%的人具有质量维权意识,85.77%的受访者愿意参与质量活动。91.41%的受访者认为开展本次活动很有必要,90.52%的受访者对争创“全国质量强市示范城市”很有信心。
据介绍,为确保市民质量满意度在同类城市居于领先水平,我市还将全面提升五大质量,加强对民生问题的整治力度,尤其是对老百姓关注且不满意的薄弱行业如重点行业服务和环境质量更要加大力度抓提升,保证重点行业服务质量达或接近国际先进水平,城市宜居水平大幅提升,营造一流发展环境。
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