Driven by improvements in community enrichment, customer service, and continued excellence in emergency response, resident satisfaction with City of Tacoma services increased across 85% of tracked metrics over the last two years, according to the newly released 2026 Community Survey.
Conducted in March and April by the independent market research firm ETC Institute, the statistically valid survey gathered input from 902 residents to provide an accurate, unbiased picture of how the community views City services. Yielding a 95% confidence level with a margin of error of ±3.26%, the data serves as a tool for the City Manager and City Council to guide strategic planning and service delivery improvements.
The 2026 results demonstrate a strong upward trajectory. Out of 80 total satisfaction questions asked, 68 areas improved compared to two years ago, while only six declined and six remained unchanged.
The City saw double-digit increases in customer service and civic engagement. Satisfaction with both the overall responsiveness of City employees and the ease of contacting City departments rose by 11%. Satisfaction with the resolution of customer concerns increased by 8%.
Residents also highlighted gains in community enrichment and environmental stewardship. Satisfaction with the overall quality of public library services jumped by 9%, and access to arts, culture, science, and heritage programs increased by 8%. Satisfaction regarding the water quality of Puget Sound affecting native plants and animals saw the single largest leap, rising by 12%.
Residents continue to give the highest possible marks to the Tacoma Fire Department. The overall quality of fire services, fire response and suppression, and the speed of fire personnel response all earned top-tier 83% satisfaction ratings. Emergency medical services (EMS) personnel response times followed closely at 81%.
While the City celebrates these broad service improvements, it is utilizing the data to pinpoint exactly where residents want resources directed next.
Reflecting ongoing economic pressures and infrastructure needs, residents identified the cost of living (18% satisfaction), local code enforcement (16%), and the condition of major streets (20% satisfaction, representing a 4% decline) as urgent priorities. The City will use this clear community mandate to actively target infrastructure maintenance, affordability, and neighborhood quality of life in upcoming budget cycles.
While certain law enforcement metrics, such as police investigations (18%), indicate a need for continued focus, tactical improvements are already registering with residents. Satisfaction with police patrol presence increased by 8%, and satisfaction with the speed of police response to emergencies improved by 7% from two years ago.
By exceeding collection targets to secure at least 150 completed surveys from each of Tacoma’s five Council districts, the City seeks to ensure that future investments align equitably with community expectations across all neighborhoods. To read the full 2026 Community Survey report and explore the data, please visit tacoma.gov/communitysurvey.