Gilbert Parks and Recreation Performance Management

Park Reservation Satisfaction

Gilbert’s parks are more than just open spaces—they’re places where people gather to celebrate birthdays, host reunions, and enjoy time outdoors with family and friends. To ensure that every reservation meets expectations, Gilbert Parks and Recreation collects feedback from renters within a week of their park rental.

This dashboard focuses on two key performance indicators:

• The percentage of individuals who would recommend the rental to others
• The percentage who were satisfied or very satisfied with the cleanliness and quality of the park

Data is available starting from January 2024 and reflects how satisfaction levels have changed over time. While results vary slightly month to month, the combined 2024 data shows strong performance, with 91% of renters recommending their experience and reporting satisfaction with the space.

The parks team reviews survey feedback regularly to identify trends, recognize areas of excellence, and address any issues that arise. These insights help the department continue to create positive, memorable experiences in every corner of Gilbert’s parks.

Park Water Usage

Gilbert Parks and Recreation is committed to using water efficiently across all town-owned parks, Parkway Improvement Districts (PKIDs), and facilities. This dashboard monitors landscape water use and tracks progress toward the annual Water Wise Gilbert designation.

This dashboard focuses on three key performance indicators:

• The water budget compared to actual use
• The percentage of the water budget used
• The number of gallons saved since utilizing the Waterfluence platform compared to the amount of annual rainfall

Additional key performance indicators can be found on the “View Designation by Park” page:

• The number of Gilbert-owned sites that received the Water Wise designation
• The number of consecutive years a park or facility has met Water Wise criteria
• A visual map showing the Water Wise status of each property

Gilbert aims to stay within 120% of their annual landscape water budget each year and has consistently met that goal. A 20% cushion accounts for factors like seasonal weather changes, plant health, and irrigation system variability, which can affect water needs throughout the year. According to the Gilbert Water Conservation Team, anything within 20% of the water budgets shows good water management, while anything within 10% of the water budgets demonstrates exceptional water management. The Water Conservation Team recognizes the exceptional dedication and skill of the Town Parks staff in managing our water resources wisely.

While the Gilbert Parks System shows exceptional water management, each site is also reviewed individually. In 2024, 18 of the 37 parks and facilities achieved the Water Wise Gilbert designation. Meeting the criteria is no easy task, especially with the extraordinary weather and lack of rainfall in 2024. Data begins in 2010 and includes visual insights from the Waterfluence platform.

Responsible water use is critical to Gilbert’s long-term sustainability, especially during ongoing shortages on the Colorado River. By tracking and comparing real-time irrigation data against site-specific water budgets, teams can identify and fix inefficiencies, proactively manage landscape health, and meet the growing community’s water needs.

Recreation Program Satisfaction

The goal of this dashboard is to track how well Gilbert’s recreation programs support positive experiences and community wellness. Participant feedback helps the department identify strengths, make improvements, and ensure that programs are engaging, effective, and inclusive.

Surveys are distributed within one week following each program to assess participant experience.

This dashboard focuses on two key performance indicators:

• Percentage of participants who would recommend the program to others
• Percentage of participants who report improved overall wellness

The national average for recreation program satisfaction is approximately 70%. Gilbert sets a higher internal benchmark of 85% or greater. Since September 2023, the program recommendation metric has consistently exceeded this goal, while wellness improvement results continue to fluctuate just above and below the target.

Data is available beginning in September 2022. The wellness improvement question was implemented in January 2024, so data for that metric will only be available from that time on. Data can be filtered by time period and facility which allows for trend analysis, response volume monitoring, and location-based comparisons.

By analyzing this data, the recreation team can better meet community needs, refine programming, and promote personal wellness through high-quality recreation opportunities.

Park Ranger Engagement

Gilbert’s Park Rangers play a vital role in connecting with the community by serving as ambassadors, educators, and enforcers. This dashboard helps track how often Rangers are able to engage with park visitors during patrols, with a target of community interaction in at least 50% of encounters.

This dashboard focuses on two key performance indicators:

• Percentage of Ranger activities that include community engagement
• Engagement levels by park location

Since January 2023, community engagement levels have steadily improved as expectations and reporting tools have evolved.

Data is collected through the Park Ranger Activity Log and can be filtered by park or engagement level. Recent enhancements to the log allow Rangers to indicate when no public was present, giving better insight into parks with lower visitation, as indicated on the color-coded map.

Measuring and visualizing community engagement ensures that Park Rangers are effectively serving as stewards of Gilbert’s public spaces. The data helps identify opportunities for outreach, informs staffing or programming needs at underutilized parks, and supports continuous improvement in how Rangers connect with the public.

Aquatics Program Satisfaction

Gilbert Parks and Recreation is committed to delivering high-quality aquatics programs that contribute to community wellness. Participant feedback is a key tool in evaluating program performance and guiding ongoing improvements. Surveys are distributed within one week following each program or event to assess participant experience.

This dashboard focuses on two key performance indicators:

• The percentage of participants who would recommend the program to others
• The percentage of participants who report improved overall wellness

While the national average for program satisfaction is approximately 70%, the department has established a higher standard, targeting 85% or greater in both categories. Since June 2024, Gilbert’s aquatics programs have consistently met or exceeded this goal.

The data shown here begins in March 2023 and illustrates trends over time, including changes in participant ratings and the volume of survey responses. The wellness improvement question was implemented in January 2024, so data for that metric will only be available from that time on. Facilities also analyze feedback, helping staff identify strengths and address specific areas of need.

By integrating this data into regular review processes, the department maintains its commitment to continuous improvement and delivering impactful, well-rounded aquatics programming for the community.

To learn more about the Gilbert Aquatics Program, visit our website here.

Customer Service Satisfaction

Gilbert Parks and Recreation is committed to delivering exceptional customer service across all points of contact—whether in person, by phone, or online. To evaluate service quality, the department gathers real-time feedback from residents immediately following their interactions with front desk staff.

This dashboard focuses on four key performance indicators:

• Satisfaction with customer service experience
• Perception that the representative was friendly
• Perception that the representative was knowledgeable
• Perception that the representative was professional

The department’s goal is to achieve a satisfaction rate of at least 85% across all measures. Since the launch of the survey in January 2024, customer satisfaction scores have exceeded this target, with the exception of November 2024.

Survey responses have been insightful, but a low response rate risks skewing data, with single responses impacting overall percentages. Monthly results offer the clearest picture, as responses are not received daily or weekly. The team is exploring innovative ways to increase participation. 

Since 72% of communications occur by phone, adding a brief phone survey at the end of calls could enhance data reliability with immediate feedback. To boost email response rates, the team is refining survey links in email signatures for better visual appeal and engagement. 

The department’s administration team reviews survey results regularly. This data is used to recognize high-performing staff, guide professional development, and implement targeted training. Trends in friendliness, professionalism, and knowledge help ensure staff are equipped to meet community expectations.