090611 CITIZEN SATISFACTION SURVEY2011 Virginia Beach
Citizen Satisfaction Survey
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Background
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First Survey was in 1995
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The questionnaire focuses on residents’
satisfaction
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Telephone survey
(Sun. -Thurs. evenings & incl. cell phones)
?Calls made in October
(Used CATI system)
?6 attempts to each household
(Very well-received)
?Interview took 17 min.
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Sample size = 500 randomly-selected households
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Margin of error: ±1% to ±4.4%
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2009 Respondents
Median # of years lived in Virginia Beach20.0 yrs.
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% who are homeowners71.0%
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% who are renters29.0%
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% who have children in household38.0%
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% who are registered voters83.8%
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Avg. (median) age44.7 yrs.
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% completed education beyond high school82.0%
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% Caucasian69.6%
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% African American17.4%
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% Filipino American, Asian, or Pacific Islander6.2%
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% from another ethnic background6.8%
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Avg. (median) household income$75,425
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Participants are asked to rate their satisfaction with 29 City
services & characteristics:
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Very Satisfied, Satisfied, Dissatisfied, or Very Dissatisfied
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Many localities define “excellence” as an 80% (or higher) level
of satisfaction.
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In 2009, 19 of the 29 City services rated above the 80% threshold.
~~~ 91.4% were satisfied with City services overall ~~~
Citizen Satisfaction with the
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City Continues to Grow
Percent of respondents who rate Virginia Beach as a good place to live
2009
97.4%
2007
96.0%
2005
95.6%
2000
96.2%
1995
94.0%
90%92%94%96%98%100%
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Major 2009 Findings
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94.0% were satisfied with the appearance of the City
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97.4% believed Virginia Beach is a good place to live
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95.4% believed they could conveniently access City
services
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91.4% were satisfied with City services overall
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Discussion
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We have included a copy of the 2009 questionnaire in last
Friday’s Packet
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We request your feedback on the questions
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Timeline
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Calls Made to Residents –September 25to October 4
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Return to City Council with 2011 Survey Results –December 20