HomeMy WebLinkAbout120809 CITIZENS' SURVEY
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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)
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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 -
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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%
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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%
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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%
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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"
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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)
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CONTINUED SUCCESS:
% Who Think Virginia Beach is a Good Place to Live
2009
2007
2005
2000
1995
90%
96%
98% 100%
92%
94%
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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
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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
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