Executive Summary
Why the Controller’s Office Conducted the Review
In February 2025, the Philadelphia City Controller’s Office launched the Have Your Say City Services Survey to better understand how residents perceive municipal services and quality of life across the city. Feedback from this survey is intended to help city leaders understand respondents’ experiences, assess departmental performance, and identify pressing community priorities.
What the Controller’s Office Found
Survey results reveal a city where satisfaction with services and quality of life varies sharply by income, age, and zip code. Residents are calling for safer neighborhoods, cleaner streets, better housing options, and more transparent, responsive governance. Key findings include:
- The Fire Department received the highest satisfaction rating, followed by the Water Department and Revenue Department. The Department of Licenses & Inspections (L&I) and Office of Property Assessment (OPA) received the lowest marks, with higher-income residents most critical of those services. Older adults (60+) were the most satisfied overall; residents aged 45-59 were least satisfied.
- Public Safety emerged as a top concern, with the lowest ratings in areas such as Frankford and Kensington. Lower-income residents and those aged 45-59 reported the lowest sense of safety. Common concerns included gun violence, car theft, drug activity, and slow police response.
- Street cleanliness was frequently criticized. Respondents pointed to trash build-up, illegal dumping, and inconsistent or infrequent street cleaning.
What the Controller’s Office Recommends
This survey highlights a gap between residents’ expectations and the services they receive, as expressed through both quantitative ratings and detailed open-ended feedback. While departments like Fire and Water earned strong public trust, dissatisfaction with L&I, OPA, and sanitation services point to the need for urgent improvement.
The City Controller’s Office views these results as an important tool for transparency and accountability. This feedback will be shared with city departments, elected officials, and the public to help guide data-driven decisions and ensure that resident voices are at the center of city policy and performance.
Click “Download Full Report” above to view the whole report.