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HomeMy WebLinkAbout120809 CITIZENS' SURVEY II City of Virginia Beach 2009 Citizens' Survey Tracking how residents feel about their community and the services provided by the City. Presented by: Continental Research Associates Inc. Background ~ Benchmark was in 1995 ~ The questionnaire focuses on residents' satisfaction ~ Telephone survey ~ Sample size = 500 randomly-selected households ~ Excellent margin of error: :J: 1 % to :J: 4.4% Method ~Calls made in October (Sun. - Thurs. evenings & incl. cell phones) ~ Very scientific procedures ~6 attempts to each household (Used CAT! system) ~ Interview took 17 min. (Very well-received) ~ Report shows results over time (Most recent = 2007) ~ Detailed analysis (Given to Dept. of Management Services) 1 I' II Participants were asked to rate their satisfaction with 29 City services & characteristics: Very Satisfied, Satisfied, Dissatisfied, or Very Dissatisfied We summarize Very Satisfied + Satisfied = "Satisfied" Many localities define "excellence" as an 80% (or higher) level of satisfaction. Here, 19 of the 29 City services rated above the 80% threshold. Of the 29 services and characteristics: . 14 items rated at or above 90% in satisfaction . 5 items rated between 80% and 90% . 10 items rated below the 80% threshold --- 91.4% were satisfied with City services overall - 2 II Those With Satisfaction Levels Above 950/0 Fire Department 911 Emergency Telephone Center Public Libraries Paramedic & Rescue Squad Recreation Centers * "Very Satisfied" + "Satisfied" % Satisfied* 99.0% 98.6% 98.0% 97.8% 95.2% Those With Satisfaction Levels Between 900/0 and 950;{, Overall appearance of the City # of opportunities for volunteerism Overall appearance of your neighborhood City parks Museums/aquarium/cultural activities Police services Horticultural & Agricultural services Courtesy of City employees City trash collection & recycling services % Satisfied* 94.0% 94.0% 93.4% 93.2% 93.0% 92.2% 90.6% 90.4% 90.4% 3 II Those With Satisfaction Levels Between 800/0 and 890/0 % Satisfied* Drinking water & sanitary sewer services 88.6% Public beaches 88.6% Public school system 88.0% Mental health & mental retardation svcs. 82.2% The condition of streets in your neighborhood 81.1 % Those With Satisfaction Levels Below 800/0 (Items to focus on?) Services for needy or homeless families Efforts to combat gang activity/violence Work wi other communities on regional issues Efforts to protect natural resources/green space The job opportunities in Virginia Beach Maintenance of City roads & bridges Planning for residential development Opportunity citizens have to share opinions Planning & construction of new City roads The flow of traffic in the City NOTE: Signiticant improvements/declines are indicated in the right margin. % Satisfied* 74.3% 73.1% 73.1% 70.9% up 69.8% down 62.8% 61. 7% up 60.7% 48.4% 39.6% 4 II I' 0/0 Using Certain City Services in Past 12 Mos. % Who Said "Yes" 85.0% ** 84.8% Visited a Va. Beach public beach Visited a City park Visited a Va. Beach public library and/or used the library from home/work Had contact with or observed Public Safety (Police, Fire, Rescue Squad) Went to a museum, the aquarium, or a cultural activity in Va. Beach Contacted the City by phone/Internet/in person Been to a Va. Beach recreation center ** = Users rated service higher than non-users 80.6% ** 72.2% 69.4% ** 66.2% 55.8% ** (n=500) 0/0 Who "Agreed" With Each Statement Va. Beach is a good place to live. For the most part, I can conveniently access City services. Va. Beach, in general, is a safe place to live. My neighborhood is a safe place to live. Overall, I receive a good value for my City tax dollar. I know how to inform the City about the way I feel on important issues. * "Strongly Agree" + "Agree" % Who Agree* 97.4 % 95.4% 94.2% 93.6% 77.2% 70.1% 11> 5 II NEW QUESTIONS 0/0 Who "Agreed" With Each Statement % Who Agree* I would like to have more alternatives to using my car to get around the City. 77.0% The roads I use in Virginia Beach are generally too congested. 74.2% I think if the light rail system is completed, it will relieve congestion from the City's roadways. 68.9% Bus service seems adequate within Virginia Beach. 55.4% * "Strongly Agree" + "Agree" II What one thing should the City do to make Virginia Beach a better place to live? I think everything is fine Improve roadslbuild roads/finish road projects sooner Reduce the traffic flow problems in the City More good jobslbetter employment opportunities The City should lower my taxes/fees Improve the schools (more funding/smaller classes) Just listen more to citizens/Do more surveys Add more public transportation Stop or reduce population growth Reduce crime Control gangs and stop gang activity Connect to the light rail project . .. etc. ... 12.0% 13.6% 7.8% 5.4% 5.0% 3.4% 3.2% 3.0% 2.8% 2.8% 2.8% 2.6% (n=500) 12 6 II CONTINUED SUCCESS: % Who Think Virginia Beach is a Good Place to Live 2009 2007 2005 2000 1995 90% 96% 98% 100% 92% 94% 13 Respondents = A Full Cross-Section of Residents Median # of years lived in Virginia Beach % who are homeowners % who are renters % who have children in household % who are registered voters Avg. (median) age % completed education beyond high school % Caucasian % African American % Filipino American, Asian, or Pacific Islander % from another ethnic background Avg. (median) household income 20.0 yrs. 71.0% 29.0% 38.0% 83.8% 44.7 yrs. 82.0% 69.6% 17.4% 6.2% 6.8% $75,425 14 7 II In Closing... ~ With such high satisfaction scores, clearly residents are pleased with their quality of life in Virginia Beach ~ Perhaps the City can study those areas where more emphasis may be warranted (traffic, planning for roads, growth, bringing in jobs, green space, regional cooperation, gangs, etc.) ~ 94.0% are satisfied with the appearance of the City ~ 97.4% believe Virginia Beach is a good place to live ~ 95.4% believe they can conveniently access City servIces 15 8