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Home My WebLink About091509 CITIZEN SATSFCTION SURVY II I I 2009 City of Virginia Beach Citizen Satisfaction Survey September 15, 2009 ~'.....'.'W" -< " m - .i' History of Citizen Satisfaction Survey . The City has conducted eight Citizen surveys since 1994 to provide feedback from citizens regarding their satisfaction with City services and opinions on various issues. 1 II .. Why do a Citizen Survey? . Provides the City with citizen perception of community conditions and municipal services . Offers the opportunity for citizens to suggest ways to improve current services ~ 'z Zh -..~; i<m: 2007 Citizen Satisfaction Survey - Results Can convienently access City services My neighborhood is a safe place Virgnia Beach is a safe place to live 1Il_.. Virginia Beach is a good place to live Satisfied with City services ~';;";;;;;I"h,lg 90% 92% 94% 96% 9B% Level of Satisfaction 2 , III II J..,..,...,.*..,..,..,.......,.. . ;; 2007 Citizen Satisfaction urvey- Results Virginia Beach is a good place to live. 2007 2005 2003 2000 1998 1995 92~'t, 939-'(, 94'% 9.5'% 96'% 97% Level of Satisfaction 2007 Citizen Satisfaction Survey - Results Efforts to protect natural resources and open space Services for needy or homeless families Rain water drainage Flow of traffic in the City Planning for residential development 111,1_"l1li111& 0% 20% 40% 60% Level of Satisfaction 80% 3 II I I i How is th_~urvey conducted? . 500 Virginia Beach heads of households randomly selected by zip code . Calls conducted in early evening for approximately 25 days . Each selected household is contacted at least six times if no initial response . Average of 15 minutes to respond to survey What does the Survey include? . Introductory questions . Service-related questions . Agreement/Disagreement questions . Demographic questions 4 j. Proposed 2009 Timeline Reseachfirm conduclso ple-j",t of iUfveyif neceuory (day> deteurine<! byrerea'chfirm) Councit briefing on surveyres:uln (December 8) September October November December Inpvlrequesled~om Councn and Depor!menlsre: ques~on clllonge> (September )- 25) Reseach ~rmconducts surveyfcw oppJox. fOOf weeks (September 28- Octobel 22) /,leG publicize. ,,,,VIis of Cmzen SUfYey(Decemb6 IoJonuay) ~ l~ :0no/ I"~ :";0'-"','. Survey Input · What types of questions and topics does Council want included in the Survey? t; I Appendix B-1 APPENDIX B: 2007 Questionnaire Form Hello, I'm with Continental Research. We're conducting a survey for the City of Virginia Beach to see how residents feel about City services. The results will be used for future planning. (If needed... your phone number was randomly selected from among all residents.) [INTV: Alternate malelfemale head of household] SI) Are you a resident of Virginia Beach? 1- Yes 2- No (Politely Terminate Interview) S2) Are you at least 18 years of age? 1- Yes 2- No (Politely Terminate Interview) S3) Is this a home or a business? 1- Horne 2- Business (Politely Terminate Interview) 1) To begin with may I ask your Zip Code? 234 _ _ (Check Quotas) Think for a moment about living in the City of Virginia Beach. Overall, are you Very Satisfied, Satisfied, Dissatisfied, or Very Dissatisfied with the City's ? (Rotate Q2 - Q31 List) VS S D VD D/K 2) 4 3 2 7 The overall appearance of the City 3) 4 3 2 7 Fire Department services 4) 4 3 2 7 Paramedic & Rescue Squad services 5) 4 3 2 7 Police services 6) 4 3 2 7 Horticultural & Agricultural services, including the Farmers Market 7) 4 3 2 7 Public libraries 8) 4 3 2 7 Recreation centers 9) 4 3 2 7 Parks 10) 4 3 2 7 The appearance of the City's municipal buildings & facilities 11 ) 4 3 2 7 The number of City activities & programs where residents can be volunteers 12) 4 3 2 7 The 9 I 1 Emergency Telephone Center Continental Research. 4500 Colley Avenue. Norfolk, VA 23508 I Appendix B-2 APPENDIX B: (co nt' d) 2007 Questionnaire Form VS ~ 0 VO O/K 13) 4 3 2 1 7 Museums, the aquarium, & cultural arts activities 14) 4 3 2 7 The public beaches in the City 15) 4 3 2 7 The job opportunities in Virginia Beach 16) 4 3 2 7 The City's drinking water & sanitary sewer services 17) 4 3 2 7 Services for needy or homeless families 18) 4 3 2 7 The City's mental health & mental retardation services 19) 4 3 2 7 The public school system in Virginia Beach 20) 4 3 2 7 The overall appearance of your neighborhood 21 ) 4 3 2 7 The City's work with other area communities to address issues impacting our region 22) 4 3 2 7 The City's efforts to protect natural resources, the environment, & open green space 23) 4 3 2 7 City trash collection & recycling services 24) 4 3 2 7 The City's efforts to combat gang activity & gang violence 25) 4 3 2 7 Planning for residential development 26) 4 3 2 7 The opportunity citizens have to share their ideas or opinions before the City makes important decisions 27) 4 3 2 7 Maintenance of existing City roads & bridges 28) 4 3 2 7 The flow of traffic in the City 29) 4 3 2 7 Planning & construction of new City roads 30) 4 3 2 7 Rain water drainage (also called storm water management) 31 ) 4 3 2 7 The courtesy of City employees 32) 4 3 2 7 The overall work performance of City employees 33) 4 3 2 7 1'd like to get your overall satisfaction with City services. Are you V cry Satisfied, Satisfied, Dissatisfied, or Very Dissatisfied overall? Continental Research. 4500 Colley Avenue. Norfolk, V A 23508 II Appendix B-3 APPENDIX B: (cont'd) 2007 Questionnaire Form 34) What is the ONE most important thing the City could do that would make you a more satisfied resident? We'd like to know which programs and services provided by the City of Virginia Beach you or your family have used in the past 12 months. Have you ? (Rotate Q35 - Q41 List) 35) 36) 37) 38) I 39) 1 40) I 41) Yes No 2 Been to a Virginia Beach recreation center? 2 Visited a City park? 2 Visited a public beach in Virginia Beach? (Emphasize past 12 months) 2 Visited the Virginia Beach public library and/or used the library by computer from home or office? 2 Visited a museum, the aquarium, or attended a cultural arts activity in Virginia Beach? 2 Had any contact with or observed Public Safety, which includes Police, Fire, or the Rescue Squad? 2 And, have you contacted the City by phone, Internet, or in person to report a problem, for information, or to conduct business? Next, I'd like to know if you Strongly Agree, Agree, Disagree, or Strongly Disagree with this statement. SA A 0 SO O/K 42) 4 3 2 7 Virginia Beach is a good place to live 43) 4 3 2 7 For the most part, I can conveniently access City services 44) 4 3 2 7 I know how to inform the City about the way I feel on important issues 45) 4 3 2 7 My neighborhood is a safe place to live 46) 4 3 2 7 Virginia Beach, in general, is a safe place to live 47) 4 3 2 7 Overall, I receive a good value for my City tax dollar Continental Research. 4500 Colley Avenue. Norfolk, VA 23508 'I I 'I Appendix B - 4 APPENDIX B: (cont'd) 2007 Questionnaire Form 48) Do you own your home or do you rent? 1- Owns/Has mortgage 2- Rents 49) And, how many years have you lived in Virginia Beach? __ yrs. 50) Do you have any children under the age of 18 living in your household? 1- Yes 2- No 51) In what city do you work? 01- Norfolk 02- Portsmouth 03- Chesapeake 04- Virginia Beach (If non-working, inquire about spouse) 05- Hampton 06- Newport News 07- Suffolk Other 44- No one works 52) Are you registered to vote in the City of Virginia Beach? I - Yes 2- No 53) And, which age group fits you? (Read Choices) 1- 18 to 25, 2- 26 to 34, 3- 35 to 44, 4- 45 to 54, 5- 55 to 64, or 6- 65 or older? 54) To be sure we interview all groups of people, which racial or ethnic group best represents you? (Read Choices) 1- White (Caucasian), 2- African American, 3- Filipino American, 4- Asian or Pacific Islander, 5- Hispanic, or x- Other... and that is? 55) What is the highest level of education you have completed? Is it: (Read Choices) 1- A) High school or less, or 2- B) Beyond high school? 56) Last of all, which LETTER includes your total yearly household income? Just stop me when I say the right letter. Is it: (Read Choices) 1- A) Under $20,000, 2- B) $20,000 to $39,999, 3- C) $40,000 to $59,999, 57) Gender: 1- Male 2- Female (Probe: fjust need to mark oJJthat f have interviewed someone in each category. Should f mark oJJ A...) 4- D) $60,000 to $79,999, 7- G) $125,000 or more? 5- E) $80,000 to $99,999, 6- F) $100,000 to $124,999, or 9- Refusal after probe CLOSING: Thanks for sharing your time with me today. We'll be reporting the results of this survey to City Council in about 6 weeks. Also, the results will be posted on the City's website VBGov.com. Continental Research. 4500 Colley Avenue. Norfolk, VA 23508