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HomeMy WebLinkAbout2010 Resident Survey 222000111000 TTTooowwwnnn ooofff WWWeeessstttlllaaakkkeee RRReeesssiiidddeeennnttt SSSuuurrrvvveeeyyy FFFiiinnnaaalll RRReeepppooorrrttt SSuubbmmiitttteedd TToo:: ETC Institute Project Manager: Chris Tatham 725 West Frontier Circle Phone: 913-829-1215 Olathe, Kansas Fax: 913-829-1591 66061 E-mail: ctatham@etcinstitute.com EEETTTCCC IIInnnssstttiiitttuuuttteee July 2010 ...helping organizations make better decisions since 1982 Contents Executive Summary.......................................................................i Section 1 Charts and Graphs........................................................................1 Section 2 Trend Analysis............................................................................15 Section 3 Benchmarking Data....................................................................26 Section 4 Importance-Satisfaction Analysis...............................................36 I-S Matrix Graphs...............................................41 Section 5 Tabular Data...............................................................................44 Section 6 Survey Instrument.......................................................................78 Executive Summary i EXE C U T I V E SUM M A R Y 2010 Town of Westlake Resident Survey Executive Summary Report Overview and Methodology During the summer of 2010, ETC Institute administered a Resident Survey for the Town of Westlake. The purpose of the survey was to gather input from citizens to help Town leaders make critical decisions concerning the allocation of Town resources, to measure the effectiveness of Town Services, and to help decide the future direction of the community. This was the second time the Town had administered a resident survey; the first survey was administered in 2009. The five-page survey was administered by mail and phone to a random sample of 261 households in the Town. The results for the random sample of 261 households have a 95% level of confidence with a precision of at least +/- 4.0%. This summary report contains: ¾ a summary of the methodology for administering the survey and major findings ¾ charts showing the overall results for most questions on the survey ¾ trend analysis ¾ benchmarking data that shows how the results for Westlake compare to other cities and towns in the U.S. and to other communities where the DirectionFinder® survey was administered. ¾ importance-satisfaction analysis ¾ tabular data that show the results for each question on the survey ¾ a copy of the survey instrument. The percentage of “don’t know” responses has been excluded from many of the graphs shown in this report to facilitate valid comparisons of the results from Westlake with the results from other communities in ETC Institute’s DirectionFinder® database. Since the number of “don’t know” responses often reflects the utilization and awareness of Town services, the percentage of “don’t know” responses has been provided in the tabular data section of this report. When the “don’t know” responses have been excluded, the text of this report will indicate that the responses have been excluded with the phrase “who had an opinion.” Executive Summary ii EXE C U T I V E SUM M A R Y Major Findings • Ratings of the Overall Quality of Life in Westlake. Based upon a combination of “very satisfied” and “satisfied” responses among residents who had an opinion, most (91%) of the residents surveyed were satisfied with the overall quality of life in Westlake; 6% of the residents were “neutral” and only 3% were “very dissatisfied” or “dissatisfied.” • Overall Satisfaction With Major Categories of Town Services. The highest levels of satisfaction with Town services, based upon a combination of “very satisfied” and “satisfied” responses among residents who had an opinion, were: the quality of public safety services (83%), the effectiveness of Town communication (76%) and Westlake’s emergency preparedness efforts (73%). • Major Categories of Town Services that Residents Felt Were Most Important. The top three major Town services that residents felt were most important were: 1) public safety services, 2) Westlake Academy and 3) the maintenance of Town streets. • Specific Town Services that Residents Felt Were Most Important. The top five specific Town services that residents felt were most important were: 1) local police protection, 2) fire services, 3) emergency medical services 4) residential trash collection services and 5) the condition of major streets. • Police Services. The police services that residents were most satisfied with, based upon a combination of “very satisfied” and “satisfied” responses among residents who had an opinion, were: the overall quality of local police protection (84%), how quickly the police respond to emergencies (80%) and the visibility of police in neighborhoods (78%). • Fire and Medical Services. The fire and medical services that residents were most satisfied with, based upon a combination of “very satisfied” and “satisfied” responses among residents who had an opinion, were: the overall quality of emergency medical services (81%) and the overall quality of fire services (80%). • Maintenance Services. Of the residents who had an opinion, seventy-seven percent (77%) of residents were “very satisfied” or “satisfied” with the cleanliness of streets and other public areas in Westlake; 74% of residents were “very satisfied” or “satisfied” with the condition of neighborhood streets in Westlake. Executive Summary iii EXE C U T I V E SUM M A R Y • Parks and Recreation Services. The parks and recreation service that residents were most satisfied with, based upon a combination of “very satisfied” and “satisfied” responses among residents who had an opinion, was the maintenance of the Town park (69%). Residents were least satisfied with the number of parks in the community (47%). • Utility Services. The utility services that residents were most satisfied with, based upon a combination of “very satisfied” and “satisfied” responses among residents who had an opinion, were: curbside recycling services (91%), residential trash collection services (89%), and yard waste collection services (77%). • Code Enforcement. The code enforcement services that residents were most satisfied with, based upon a combination of “very satisfied” and “satisfied” responses among residents who had an opinion, were: the enforcement of yard parking regulations (78%) and the enforcement of sign regulations (75%). • Reasons Residents Will Stay in Westlake Over the Next Five Years. The three most important reasons that residents indicated they will continue to stay in Westlake over the next five years were: 1) low taxes, 2) to live in their specific neighborhood and 3) Westlake Academy. • Willingness of Residents to Pay Property Taxes to Avoid Reductions in Town Services. The Town services that residents were most willing to pay a property tax to avoid reductions in current service levels, based upon a combination of “very willing,” “willing” and “somewhat willing” responses, were the maintenance of streets and drainage (65%) and public safety services (63%). Residents were least willing to pay a property tax for historic preservation (28%) and public art (29%). • Projects/Services Residents Felt Should be the Highest Priority for Improvement. The top two projects/services that residents felt should be the highest priority for improvement if funding were available were: 1) public safety/new fire station and 2) improvements to Westlake Academy. Other Findings • Most (80%) of residents, who had an opinion, were “very satisfied” or “satisfied” with the overall image of Westlake. • Seventy-nine percent (79%) of residents, who had an opinion, were “very satisfied” or “satisfied” with their decision to stay in Westlake. Executive Summary iv EXE C U T I V E SUM M A R Y • Most (95%) of the residents surveyed felt “very safe” or “safe” in the Town of Westlake; 2% of the residents felt “unsafe” and 3% of residents did not have an opinion. • The primary ways that residents received information about the Town were from e-mails from the Town (63%) and the Westlake Wire (49%). • Most (86%) of the residents who had read the Westlake Wire, indicated they had read the publication during the past year. • Seventy-nine percent (79%) of the residents who had assessed the Town’s website indicated they had looked at Council packets on the site. Section 1: Charts and Graphs 2010 Town of Westlake Resident Survey Final Report ETC Institute (2010)Page 1 40% 32% 26% 29% 28% 31% 24% 16% 19% 27% 43% 44% 47% 43% 44% 40% 46% 50% 37% 27% 12% 15% 24% 17% 17% 15% 17% 23% 24% 21% 5% 10% 3% 11% 11% 14% 13% 11% 20% 25% Quality of public safety services Effectiveness of Town communication Westlake's emergency preparedness efforts Quality of customer service provided by the Town Quality of wastewater utility services Quality of water utility services Maintenance of Town streets Town efforts to manage storm water run-off Parks, trails, and recreation programs/facilities Westlake Academy 0%20%40%60%80%100% Very Satisfied (5)Satisfied (4)Neutral (3)Dissatisfied (1/2) Q1. Overall Satisfaction With Town Services by Major Category by percentage of respondents who rated the item as a 1 to 5 on a 5-point scale (excluding don't knows) Source: ETC Institute DirectionFinder (July 2010 - Westlake, TX) 74% 40% 38% 36% 26% 20% 13% 12% 10% 9% Quality of public safety services Westlake Academy Maintenance of Town streets Quality of water utility services Parks, trails, and recreation programs/facilities Westlake's emergency preparedness efforts Town efforts to manage storm water run-off Quality of wastewater utility services Quality of customer service provided by the Town Effectiveness of Town communication 0%20%40%60%80% 1st Choice2nd Choice3rd Choice by percentage of respondents who selected the item as one of their top three choices Q2. Major Categories of Town Services That Residents Felt Were Most Important Source: ETC Institute DirectionFinder (July 2010 - Westlake, TX) 2010 Town of Westlake Resident Survey Final Report ETC Institute (2010)Page 2 Q3. Overall, how safe do you feel in the Town of Westlake? by percentage of respondents Very safe 66% Safe 29% Unsafe 2% Don't know 3% Source: ETC Institute DirectionFinder (July 2010 - Westlake, TX) 35% 35% 33% 32% 25% 31% 49% 45% 45% 41% 48% 40% 13% 18% 18% 19% 24% 16% 3% 2% 4% 7% 3% 13% Quality of local police protection How quickly police respond to emergencies Visibility of police in neighborhoods Municipal Court services Efforts by the Town to prevent crime Level of traffic enforcement 0%20%40%60%80%100% Very Satisfied (5)Satisfied (4)Neutral (3)Unsatisfied (1/2) Q4a-f. Satisfaction with Police Services in the Town of Westlake by percentage of respondents who rated the item as a 1 to 5 on a 5-point scale (excluding don't knows) Source: ETC Institute DirectionFinder (July 2010 - Westlake, TX) 2010 Town of Westlake Resident Survey Final Report ETC Institute (2010)Page 3 39% 34% 41% 42% 46% 39% 19% 17% 20% 1% 3% 1% Overall quality of emergency medical services Overall quality of fire services How quickly emergency medical personnel respond 0%20%40%60%80%100% Very Satisfied (5)Satisfied (4)Neutral (3)Unsatisfied (1/2) Q4g-i. Satisfaction with Fire and Medical Services in the Town of Westlake by percentage of respondents who rated the item as a 1 to 5 on a 5-point scale (excluding don't knows) Source: ETC Institute DirectionFinder (July 2010 - Westlake, TX) 31% 34% 22% 46% 40% 48% 15% 14% 20% 8% 12% 10% Cleanliness of streets/other public areas Condition of neighborhood streets Condition of major streets 0%20%40%60%80%100% Very Satisfied (5)Satisfied (4)Neutral (3)Unsatisfied (1/2) Q4j-l. Satisfaction with Maintenance Services in the Town of Westlake by percentage of respondents who rated the item as a 1 to 5 on a 5-point scale (excluding don't knows) Source: ETC Institute DirectionFinder (July 2010 - Westlake, TX) 2010 Town of Westlake Resident Survey Final Report ETC Institute (2010)Page 4 24% 18% 18% 16% 45% 31% 31% 31% 29% 24% 22% 34% 3% 27% 30% 19% Maintenance of the Town park Quality of outdoor athletic fields available Number of walking/biking trails Number of parks in your community 0%20%40%60%80%100% Very Satisfied (5)Satisfied (4)Neutral (3)Unsatisfied (1/2) Q4m-p. Satisfaction with Parks and Recreation Services in the Town of Westlake by percentage of respondents who rated the item as a 1 to 5 on a 5-point scale (excluding don't knows) Source: ETC Institute DirectionFinder (July 2010 - Westlake, TX) 39% 39% 27% 21% 23% 18% 52% 50% 50% 47% 38% 41% 8% 7% 16% 26% 24% 29% 2% 3% 7% 6% 16% 11% Curbside recycling services Residential trash collection services Yard waste collection services Bulky item pick up/removal services Household hazardous waste disposal services Water conservation/protecting water resources 0%20%40%60%80%100% Very Satisfied (5)Satisfied (4)Neutral (3)Unsatisfied (1/2) Q4q-v. Satisfaction with Utility Services in the Town of Westlake by percentage of respondents who rated the item as a 1 to 5 on a 5-point scale (excluding don't knows) Source: ETC Institute DirectionFinder (July 2010 - Westlake, TX) 2010 Town of Westlake Resident Survey Final Report ETC Institute (2010)Page 5 31% 28% 27% 24% 21% 47% 47% 44% 39% 42% 18% 25% 27% 28% 31% 4% 2% 3% 10% 8% Enforcing yard parking regulations Enforcing sign regulations Enforcing exterior maint. of residential property Enforcing the clean up of junk and debris Enforcing mowing/cutting of weeds and grass 0%20%40%60%80%100% Very Satisfied (5)Satisfied (4)Neutral (3)Unsatisfied (1/2) Q4w-aa. Satisfaction with Code Enforcement Services in the Town of Westlake by percentage of respondents who rated the item as a 1 to 5 on a 5-point scale (excluding don't knows) Source: ETC Institute DirectionFinder (July 2010 - Westlake, TX) 63% 53% 41% 35% 33% 26% 22% 18% 18% 17% 13% 12% 11% 10% 8% 7% 7% 6% 6% 6% 5% 5% 5% 3% 2% 2% 2% Quality of local police protection Overall quality of fire services Overall quality of emergency medical services Residential trash collection services Condition of major streets How quickly emergency medical personnel respond How quickly police respond to emergencies Condition of neighborhood streets Number of walking/biking trails Visibility of police in neighborhoods Efforts by the Town to prevent crime Enforcing sign regulations Number of parks in your community Maintenance of the Town park Cleanliness of streets/other public areas Enforcing the clean up of junk and debris Water conservation/protecting water resources Quality of outdoor athletic fields available Curbside recycling services Enforcing exterior maint. of residential property Level of traffic enforcement Enforcing yard parking regulations Enforcing mowing/cutting of weeds and grass Yard waste collection services Bulky item pick up/removal services Household hazardous waste disposal services Municipal Court services 0%20%40%60%80% 1st Choice2nd Choice3rd Choice4th Choice5th Choice by percentage of respondents who selected the item as one of their top five choices Q5. Specific Town Services That Residents Felt Were Most Important Source: ETC Institute DirectionFinder (July 2010 - Westlake, TX) 2010 Town of Westlake Resident Survey Final Report ETC Institute (2010)Page 6 50% 49% 36% 36% 36% 26% 29% 25% 18% 28% 22% 18% 41% 30% 44% 41% 37% 45% 40% 37% 44% 33% 36% 38% 6% 14% 12% 18% 17% 18% 22% 25% 24% 27% 26% 19% 3% 6% 8% 6% 10% 11% 9% 13% 14% 11% 16% 25% Overall quality of life in the Town Decision to stay in Westlake Image of Westlake Standards of development in the community Accessibility of local government Overall quality of governmental services Ensuring the Town's vision is maintained How well Westlake is planning growth Town's leadership to preserve environment Sense of community in Westlake Value received from local revenues Direction the City' is headed 0%20%40%60%80%100% Very Satisfied (5)Satisfied (4)Neutral (3)Unsatisfied (1/2) Q6. Perceptions of Westlake by percentage of respondents who rated the item as a 1 to 5 on a 5-point scale (excluding don't knows) Source: ETC Institute DirectionFinder (July 2010 - Westlake, TX) Q7. Importance of Various Reasons in the Decision to Move to Westlake by percentage of respondents who felt the item was "extremely important,” "very important" or “important” Source: ETC Institute DirectionFinder (July 2010 - Westlake, TX) 89% 89% 87% 87% 85% 83% 80% 78% 60% 47% Aesthetic appeal/high development standards Small town feel/rural atmosphere Sense of community Type of housing available Low taxes Access to the Airport To live in your specific neighborhood Proximity to Dallas and Fort Worth To live near friends/family Westlake Academy 0%20%40%60%80%100% Extremely ImportantVery ImportantImportant 2010 Town of Westlake Resident Survey Final Report ETC Institute (2010)Page 7 45% 38% 33% 32% 30% 26% 25% 14% 12% 11% Low taxes To live in your specific neighborhood Westlake Academy Small town feel/rural atmosphere Aesthetic appeal/high development standards Access to the Airport Proximity to Dallas and Fort Worth Sense of community Type of housing available To live near friends/family 0%20%40%60% 1st Choice2nd Choice3rd Choice by percentage of respondents who selected the item as one of their top three choices Q8. Reasons Residents Will Stay in Westlake Over the Next Five Years Source: ETC Institute DirectionFinder (July 2010 - Westlake, TX) 34% 39% 37% 34% 34% 25% 23% 25% 21% 18% 19% 20% 12% 18% 21% 21% Westlake Academy provides quality education Westlake Academy adds value to the Town Westlake Academy adds value to my property I understand how the Academy is governed/funded 0%20%40%60%80%100% Strongly Agree (5)Agree (4)Neutral (3)Disagree (1/2) Q9. Level of Agreement With Various Statements About Westlake Academy by percentage of respondents who rated the item as a 1 to 5 on a 5-point scale (excluding don't knows) Source: ETC Institute DirectionFinder (July 2010 - Westlake, TX) 2010 Town of Westlake Resident Survey Final Report ETC Institute (2010)Page 8 10% 12% 8% 8% 10% 21% 4% 4% 22% 22% 20% 18% 16% 11% 6% 7% 33% 29% 28% 30% 28% 12% 19% 17% 35% 37% 44% 44% 47% 56% 71% 73% Maintenance of streets and drainage Public safety services Streetscaping Storm water management Parks, trails and recreation programs Westlake Academy Public art Historic preservation 0%20%40%60%80%100% Very Willing (5)Willing (4)Somewhat Willing (3)Not Willing (1/2) Q10. Willingness of Westlake Residents to Pay a Property Tax to Avoid Reductions in Town Services by percentage of respondents who rated the item as a 1 to 5 on a 5-point scale (excluding don't knows) Source: ETC Institute DirectionFinder (July 2010 - Westlake, TX) 33% 31% 27% 26% 24% Public safety/new fire station Improvements to Westlake Academy Enhanced streetscaping for Precinct Line Road Trails, bike paths and park improvements Street and drainage improvements 0%10%20%30%40% 1st Choice2nd Choice by percentage of respondents who selected the item as one of their top two choices Q11. Projects and Services Residents Felt Should be the Highest Priority for Improvement If the Funding Were Available Source: ETC Institute DirectionFinder (July 2010 - Westlake, TX) 2010 Town of Westlake Resident Survey Final Report ETC Institute (2010)Page 9 63% 49% 34% 21% 20% E-mail from the Town Westlake Wire Town website Voice messages from the Town The Time Register 0%20%40%60%80% by percentage of respondents (multiple responses were allowed) Q12. Primary Sources of Information about the Town of Westlake Source: ETC Institute DirectionFinder (July 2010 - Westlake, TX) Q12-2. Have you read the Westlake Wire during the past year? by percentage of respondents who indicated that the Westlake Wire was one of the primary ways they received information about the Town Yes 86% No 5% Don't remember 9% Source: ETC Institute DirectionFinder (July 2010 - Westlake, TX) 2010 Town of Westlake Resident Survey Final Report ETC Institute (2010)Page 10 Q12-3. Have you looked at Council packets on the website? Yes 79% No 8% Don't remember 13% Source: ETC Institute DirectionFinder (July 2010 - Westlake, TX) by percentage of respondents who indicated that the Town website was one of the primary ways they received information about the Town Q13. Demographics: How many years have you lived in Westlake? by percentage of respondents 1 year or less 10% 2-5 years 49% 6-10 years 21% 11-20 years 6% 20+ years 12% Not provided 2% Source: ETC Institute DirectionFinder (July 2010 - Westlake, TX) 2010 Town of Westlake Resident Survey Final Report ETC Institute (2010)Page 11 18-34 years 4% 35 to 44 years 18% 45 to 54 years 29% 55 to 64 years 24% 65+ years 15% Not provided 10% Q14. Demographics: Age of Survey Respondents by percentage of respondents Source: ETC Institute DirectionFinder (July 2010 - Westlake, TX) Q15. Do any children in grades K-12 currently live in your home? Q15a. If YES, do any of these children currently attend Westlake Academy? by percentage of respondents Yes 47% No 51% Not provided 2% Yes 59% No 40% Not provided 1% Source: ETC Institute DirectionFinder (July 2010 - Westlake, TX) 2010 Town of Westlake Resident Survey Final Report ETC Institute (2010)Page 12 Q15b. If NO, did any of these children previously attend Westlake Academy? by percentage of respondents who had children in grades K-12 living in their home who were not attending Westlake Academy Yes 33% No 63% Not provided 4% Source: ETC Institute DirectionFinder (July 2010 - Westlake, TX) Stagecoach Hills 19% Vaquero 44% Wyck Hill 3% Glenwyck Farms 21% Mahoeta Boone 2% Other 7% Not provided 4% Q16. Demographics: In which subdivision do you live? by percentage of respondents Source: ETC Institute DirectionFinder (July 2010 - Westlake, TX) 2010 Town of Westlake Resident Survey Final Report ETC Institute (2010)Page 13 Under $50,000 3% $50,000 to $149,999 14% $150,000 to $500,000 27% $500,000+ 38% Not provided 18% Q17. Demographics: Household Income by percentage of respondents Source: ETC Institute DirectionFinder (July 2010 - Westlake, TX) Male 53% Female 47% Q18. Demographics: Respondents Gender by percentage of respondents Source: ETC Institute DirectionFinder (July 2010 - Westlake, TX) 2010 Town of Westlake Resident Survey Final Report ETC Institute (2010)Page 14 Section 2: Trend Analysis 2010 Town of Westlake Resident Survey Final Report ETC Institute (2010)Page 15 DirectionFinder® Survey Analysis of Trends from 2009 to 2010 Overview In 2009 and then again in 2010 the Town of Westlake conducted a resident survey to assess resident satisfaction with the delivery of major city services. The charts on the following pages show how the results of the Town’s 2010 survey compare to the results of the Town’s 2009 survey. Given the sample size of both surveys, changes of 4.0% or more from 2009 to 2010 were statistically significant. Some of the significant changes are described below. Significant Changes • Satisfaction with the Overall Quality of Life in Westlake. There was a significant increase (+5%) in the percentage of residents who were satisfied with the overall quality of life in Westlake (86% in 2009 versus 91% in 2010). • Satisfaction with Major Categories of City Services. Among the ten major categories of city services that were assessed in 2009 and 2010, there were significant improvements in five areas: o Satisfaction with the Town’s efforts to manage storm water run-off increased 20% from 46% in 2009 to 66% in 2010. o Satisfaction with the quality of wastewater utility services increased 12% from 60% in 2009 to 72% in 2010. o Satisfaction with the quality of water utility services increased 10% from 61% in 2009 to 71% in 2010. o Satisfaction with Westlake’s emergency preparedness efforts increased 8% from 65% in 2009 to 73% in 2010. o Satisfaction with the maintenance of Town streets increased 7% from 63% in 2009 to 70% in 2010. There was a significant decrease (-5%) in the percentage of residents who were satisfied with the quality of customer service provided by the Town (77% in 2009 versus 72% in 2010). 2010 Town of Westlake Resident Survey Final Report ETC Institute (2010)Page 16 • Satisfaction with Police Services. Among the six police services that were assessed in 2009 and 2010, there were significant improvements in five areas: o Satisfaction with Westlake’s efforts to prevent crime increased 7% from 66% in 2009 to 73% in 2010. o Satisfaction with the level of traffic enforcement increased 7% from 64% in 2009 to 71% in 2010. o Satisfaction with the overall quality of local police protection increased 6% from 78% in 2009 to 84% in 2010. o Satisfaction with how quickly police respond to emergencies increased 6% from 74% in 2009 to 80% in 2010. o Satisfaction with municipal court services increased 5% from 68% in 2009 to 73% in 2010. There were no significant decreases in the police services that were rated. • Satisfaction with Fire and Medical Services. Among the three fire and medical services that were assessed in 2009 and 2010, there were significant improvements in two areas: o Satisfaction with the overall quality of fire services increased 5% from 75% in 2009 to 80% in 2010. o Satisfaction with the quality of emergency medical services increased 4% from 77% in 2009 to 81% in 2010. There were no significant decreases in the fire and medical services that were rated. • Satisfaction with Maintenance Services. There were significant improvements in all three of the maintenance services that were assessed in 2009 and 2010; the results are provided below: o Satisfaction with the condition of neighborhood streets increased 8% from 66% in 2009 to 74% in 2010. o Satisfaction with the condition of major streets increased 6% from 64% in 2009 to 70% in 2010. o Satisfaction with the cleanliness of streets and other public areas increased 4% from 73% in 2009 to 77% in 2010. There were no significant decreases in the maintenance services that were rated. • Satisfaction with Parks and Recreation Services. Of the four parks and recreation services assessed in 2009 and 2010, satisfaction with the quality of the outdoor athletic fields available increased 17% from 32% in 2009 to 49% in 2010; satisfaction with the number of walking and biking trails decreased 4% from 53% in 2009 to 49% in 2010. 2010 Town of Westlake Resident Survey Final Report ETC Institute (2010)Page 17 • Satisfaction with Utility Services. Of the six utility services that were assessed in 2009 and 2010, there were significant improvements in three areas: o Satisfaction with household hazardous waste disposal services increased 8% from 53% in 2009 to 61% in 2010. o Satisfaction with curbside recycling services increased 4% from 87% in 2009 to 91% in 2010. o Satisfaction with bulky item pick up/removal services increased 4% from 64% in 2009 to 68% in 2010. There were no significant decreases in the utility services that were rated. • Satisfaction with Code Enforcement. Of the five code enforcement services that were assessed in 2009 and 2010, there were significant improvements in three areas: o Satisfaction with the enforcement of yard parking regulations increased 9% from 69% in 2009 to 78% in 2010. o Satisfaction with the enforcement of sign regulations increased 9% from 66% in 2009 to 75% in 2010. o Satisfaction with the enforcement of the exterior maintenance of residential property increased 5% from 66% in 2009 to 71% in 2010. There were no significant decreases in the code enforcement services that were rated. • Agreement with Statements about Westlake Academy. There were significant decreases in agreement levels for two of the four statements about Westlake Academy; these findings are provided below: o Agreement that residents understand how the Academy is governed and funded decreased 15% from 74% in 2009 to 59% in 2010. o Agreement that Westlake Academy adds value to property decreased 6% from 66% in 2009 to 60% in 2010. • Willingness of Westlake Residents to Pay a Property Tax to Avoid Reductions in Town Services. There were significant increases in the willingness of residents to pay a property tax to avoid reductions in all eight of the town services that were assessed in 2009 and 2010. The results are provided below: o Willingness of residents to pay a property tax to avoid reductions in streetscaping increased 17% from 39% in 2009 to 56% in 2010. o Willingness of residents to pay a property tax to avoid reductions in storm water management increased 16% from 40% in 2009 to 56% in 2010. 2010 Town of Westlake Resident Survey Final Report ETC Institute (2010)Page 18 o Willingness of residents to pay a property tax to avoid reductions in the maintenance of streets and drainage increased 15% from 50% in 2009 to 65% in 2010. o Willingness of residents to pay a property tax to avoid reductions in public safety services increased 13% from 50% in 2009 to 63% in 2010. o Willingness of residents to pay a property tax to avoid reductions in Westlake Academy services increased 11% from 33% in 2009 to 44% in 2010. o Willingness of residents to pay a property tax to avoid reductions in public art increased 8% from 21% in 2009 to 29% in 2010. o Willingness of residents to pay a property tax to avoid reductions in parks, trails and recreation programs increased 8% from 46% in 2009 to 54% in 2010. o Willingness of residents to pay a property tax to avoid reductions in historic preservation increased 6% from 22% in 2009 to 28% in 2010. • Other Significant Changes: There were significant decreases in the following items that were assessed in 2009 and 2010: o Satisfaction with the direction the City’s is headed decreased 13% from 69% in 2009 to 56% in 2010. o Satisfaction with the value received from local revenues decreased 8% from 66% in 2009 to 58% in 2010. 2010 Town of Westlake Resident Survey Final Report ETC Institute (2010)Page 19 Trends: Overall Satisfaction With Town Services by Major Category (2010 vs. 2009) 83% 76% 73% 72% 72% 71% 70% 66% 56% 54% 80% 74% 65% 60% 77% 61% 63% 46% 54% 55% Quality of public safety services Effectiveness of Town communication Westlake's emergency preparedness efforts Quality of wastewater utility services Quality of customer service provided by the Town Quality of water utility services Maintenance of Town streets Town efforts to manage storm water run-off Parks, trails, and recreation programs/facilities Westlake Academy 0%20%40%60%80%100% 20102009 by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale (excluding don't knows) Source: ETC Institute DirectionFinder (July 2010 - Westlake, TX) Trends: Overall, how safe do you feel in the Town of Westlake? by percentage of respondents Very safe 66% Safe 29% Unsafe 2% Don't know 3% Very safe 67% Safe 30% Don't know 3% 20092010 Source: ETC Institute DirectionFinder (July 2010 - Westlake, TX) 2010 Town of Westlake Resident Survey Final Report ETC Institute (2010)Page 20 Trends: Satisfaction with Police Services in the Town of Westlake (2010 vs. 2009) 84% 80% 78% 73% 73% 71% 78% 74% 77% 68% 66% 64% Quality of local police protection How quickly police respond to emergencies Visibility of police in neighborhoods Municipal Court services Efforts by the Town to prevent crime Level of traffic enforcement 0%20%40%60%80%100% 20102009 by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale (excluding don't knows) Source: ETC Institute DirectionFinder (July 2010 - Westlake, TX) Trends: Satisfaction with Fire and Medical Services in the Town of Westlake (2010 vs. 2009) 81% 80% 80% 77% 75% 82% Overall quality of emergency medical services Overall quality of fire services How quickly emergency medical personnel respond 0%20%40%60%80%100% 20102009 by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale (excluding don't knows) Source: ETC Institute DirectionFinder (July 2010 - Westlake, TX) 2010 Town of Westlake Resident Survey Final Report ETC Institute (2010)Page 21 Trends: Satisfaction with Maintenance Services in the Town of Westlake (2010 vs. 2009) 77% 74% 70% 73% 66% 64% Cleanliness of streets/other public areas Condition of neighborhood streets Condition of major streets 0%20%40%60%80%100% 20102009 by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale (excluding don't knows) Source: ETC Institute DirectionFinder (July 2010 - Westlake, TX) Trends: Satisfaction with Parks and Recreation Services in the Town of Westlake (2010 vs. 2009) 69% 49% 49% 47% 70% 53% 32% 49% Maintenance of the Town park Number of walking/biking trails Quality of outdoor athletic fields available Number of parks in your community 0%20%40%60%80% 20102009 by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale (excluding don't knows) Source: ETC Institute DirectionFinder (July 2010 - Westlake, TX) 2010 Town of Westlake Resident Survey Final Report ETC Institute (2010)Page 22 Trends: Satisfaction with Utility Services in the Town of Westlake (2010 vs. 2009) 91% 89% 77% 68% 61% 59% 87% 90% 78% 64% 53% 60% Curbside recycling services Residential trash collection services Yard waste collection services Bulky item pick up/removal services Household hazardous waste disposal services Water conservation/protecting water resources 0%20%40%60%80%100% 20102009 by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale (excluding don't knows) Source: ETC Institute DirectionFinder (July 2010 - Westlake, TX) Trends: Satisfaction with Code Enforcement Services in the Town of Westlake (2010 vs. 2009) 78% 75% 71% 63% 63% 69% 66% 66% 64% 64% Enforcing yard parking regulations Enforcing sign regulations Enforcing exterior maint. of residential property Enforcing the clean up of junk and debris Enforcing mowing/cutting of weeds and grass 0%20%40%60%80%100% 20102009 by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale (excluding don't knows) Source: ETC Institute DirectionFinder (July 2010 - Westlake, TX) 2010 Town of Westlake Resident Survey Final Report ETC Institute (2010)Page 23 Trends: Perceptions of Westlake (2010 vs. 2009) 91% 80% 79% 77% 73% 71% 69% 62% 62% 61% 58% 56% 86% 70% 64% 66% 69% Overall quality of life in the Town Image of Westlake Decision to stay in Westlake Standards of development in the community Accessibility of local government Overall quality of governmental services Ensuring the Town's vision is maintained How well Westlake is planning growth Town's leadership to preserve environment Sense of community in Westlake Value received from local revenues Direction the City' is headed 0%20%40%60%80%100%120% 20102009 by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale (excluding don't knows) Source: ETC Institute DirectionFinder (July 2010 - Westlake, TX) Not previously asked Not previously asked Not previously asked Not previously asked Not previously asked Not previously asked Not previously asked Trends: Level of Agreement With Various Statements About Westlake Academy (2010 vs. 2009) 68% 64% 60% 59% 66% 67% 66% 74% Westlake Academy provides quality education Westlake Academy adds value to the Town Westlake Academy adds value to my property I understand how the Academy is governed/funded 0%20%40%60%80%100% 20102009 by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale (excluding don't knows) Source: ETC Institute DirectionFinder (July 2010 - Westlake, TX) 2010 Town of Westlake Resident Survey Final Report ETC Institute (2010)Page 24 Trends: Willingness of Westlake Residents to Pay a Property Tax to Avoid Reductions in Town Services (2010 vs. 2009) 65% 63% 56% 56% 54% 44% 29% 28% 50% 50% 40% 39% 46% 33% 21% 22% Maintenance of streets and drainage Public safety services Storm water management Streetscaping Parks, trails and recreation programs Westlake Academy Public art Historic preservation 0%20%40%60%80% 20102009 by percentage of respondents who were “very willing," “willing” or "somewhat willing” (excluding don't knows) Source: ETC Institute DirectionFinder (July 2010 - Westlake, TX) 2010 Town of Westlake Resident Survey Final Report ETC Institute (2010)Page 25 Section 3: Benchmarking Data 2010 Town of Westlake Resident Survey Final Report ETC Institute (2010)Page 26 DirectionFinder® Survey Year 2010 Benchmarking Summary Report Overview ETC Institute's DirectionFinder program was originally developed in 1999 to help community leaders across the United States use statistically valid community survey data as a tool for making better decisions. Since November of 1999, the survey has been administered in more than 200 cities and towns in 39 states. Most participating communities conduct the survey on an annual or biennial basis. This report contains benchmarking data from two sources: (1) a national survey that was administered by ETC Institute to a random sample of more than 4,300 U.S. residents in March 2010, and (2) survey results from 21 medium sized cities and towns (population of 20,000 to 199,999) where the DirectionFinder® survey was administered between October 2005 and July 2010. The national survey results were used as the basis for the mean performance ratings that are shown in this report. The results from individual communities were used as the basis for developing the range of performance that is shown in this report for specific types of services. The 21 communities included in the performance comparisons that are shown in this report are listed below: • Blue Springs, Missouri • Bridgeport, Connecticut • Burbank, California • Bryan, Texas • Casper, Wyoming • Columbia, Missouri • Independence, Missouri • Kansas City, Kansas • Lawrence, Kansas • Lee's Summit, Missouri • Lenexa, Kansas • Manhattan, Kansas • Naperville, Illinois • Olathe, Kansas • Overland Park, Kansas • Peoria, Arizona • Palm Desert, California • Shoreline, Washington • San Bernardino, California • Tamarac, Florida • West Des Moines, Iowa • Westlake, Texas The charts on the following pages show the range of satisfaction among residents in the communities listed above. The charts show the highest, lowest, and average (mean) levels of satisfaction for service delivery. The mean rating is shown as a vertical line and indicates the mean ratings from ETC Institute’s national survey. The actual ratings for Westlake are listed to the right of each chart. The dot on each bar shows how the results for Westlake compare to the other communities where the DirectionFinder® survey has been administered. 2010 Town of Westlake Resident Survey Final Report ETC Institute (2010)Page 27 83% 73% 76% 66% 71% 72% 56% 72% 80% 62% 46% 63% 74% 69% 72% 56% Public safety services Emergency preparedness efforts Effectiveness of Town communication Storm water run-off Water utility services Wastewater utility services Parks/trails/recreation programs/facilities Customer service 0%20%40%60%80%100% Westlake U.S. by percentage of respondents who rated the item 4 or 5 on a 5-point scale where 5 was "very satisfied" and 1 was "very dissatisfied" (excluding don't knows) Source: 2010 ETC Institute Overall Satisfaction with Major Categories of Town Services - Westlake vs. the U.S 2010 Town of Westlake Resident Survey Final Report ETC Institute (2010)Page 28 86% 78% 90% 66% 40% 25% 34% 39% Overall quality of customer service Effectiveness of Town communication Parks, trails and recreation Stormwater run-off management 0%20%40%60%80%100% Overall Satisfaction with Town Services by Major Category - 2010 by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale LOW---------MEAN--------HIGH Westlake, TX 72% 56% 66% 76% Source: ETC Institute DirectionFinder (2010) 58% 80% 71% 91% 62% 45% 71% 57% 80% 44% Value received from local revenues Overall image of the community Overall quality of government services Overall quality of life in the Town How well the Town is planning growth 0%20%40%60%80%100%120% Westlake U.S. by percentage of respondents who rated the item 4 or 5 on a 5-point scale where 5 was "very satisfied" and 1 was "very dissatisfied" (excluding don't knows) Source: 2010 ETC Institute Satisfaction with Issues that Influence Perceptions of the Town Westlake vs. the U.S 2010 Town of Westlake Resident Survey Final Report ETC Institute (2010)Page 29 97% 82% 28% 25% Overall quality of life in the community Value received from local revenues 0%20%40%60%80%100% LOW---------MEAN--------HIGH Perceptions that Residents Have of the Community in Which They Live - 2010 by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale 58% Westlake, TX Source: ETC Institute DirectionFinder (2010) 91% 84% 78% 80% 73% 71% 73% 57% 71% 61% 65% Local police protection Visibility of police in neighborhoods Police response time to emergencies Crime prevention Traffic enforcement 0%20%40%60%80%100% Westlake U.S. Overall Satisfaction with Police Services Westlake vs. the U.S by percentage of respondents who rated the item 4 or 5 on a 5-point scale where 5 was "very satisfied" and 1 was "very dissatisfied" (excluding don't knows) Source: 2010 ETC Institute 2010 Town of Westlake Resident Survey Final Report ETC Institute (2010)Page 30 80% 85% 79% 47% 39% 40% Visibility of police in neighborhoods Overall efforts to prevent crime Traffic enforcement 0%20%40%60%80%100% LOW---------MEAN--------HIGH by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale Satisfaction with Police Services Provided by Cities and Towns - 2010 78% 71% 73% Westlake, TX Source: ETC Institute DirectionFinder (2010) 80% 80% 90% 87% Quality of fire services Emergency medical response time 0%20%40%60%80%100% Westlake U.S. Overall Satisfaction with Fire Services Westlake vs. the U.S by percentage of respondents who rated the item 4 or 5 on a 5-point scale where 5 was "very satisfied" and 1 was "very dissatisfied" (excluding don't knows) Source: 2010 ETC Institute 2010 Town of Westlake Resident Survey Final Report ETC Institute (2010)Page 31 70% 74% 77% 59% 57% 65% Condition of major streets Condition of neighborhood streets Cleanliness of streets & public areas 0%20%40%60%80%100% Westlake U.S. Overall Satisfaction with Maintenance Services Westlake vs. the U.S by percentage of respondents who rated the item 4 or 5 on a 5-point scale where 5 was "very satisfied" and 1 was "very dissatisfied" (excluding don't knows) Source: 2010 ETC Institute 88% 70% 32% 20% Overall cleanliness of streets/public areas Condition of major streets 0%20%40%60%80%100% LOW---------MEAN--------HIGH by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale (excluding don't knows) Satisfaction with Maintenance Services Provided by Cities and Towns - 2010 70% Westlake, TX Source: ETC Institute DirectionFinder (2010) 77% 2010 Town of Westlake Resident Survey Final Report ETC Institute (2010)Page 32 69% 47% 49% 49% 78% 72% 55% 69% Maintenance of local park Number of local parks Walking/biking trails Outdoor athletic fields 0%20%40%60%80%100% Westlake U.S. Overall Satisfaction with Parks and Recreation Westlake vs. the U.S by percentage of respondents who rated the item 4 or 5 on a 5-point scale where 5 was "very satisfied" and 1 was "very dissatisfied" (excluding don't knows) Source: 2010 ETC Institute 91% 84% 83% 78% 56% 31% 32% 17% Maintenance of parks The number of parks Quality of outdoor athletic fields Number of walking/biking trails 0%20%40%60%80%100% LOW---------MEAN--------HIGH by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale Satisfaction with Parks and Recreation Services Provided by Cities and Towns - 2010 69% 47% 49% 49% Westlake, TX Source: ETC Institute DirectionFinder (2010) 2010 Town of Westlake Resident Survey Final Report ETC Institute (2010)Page 33 89% 91% 77% 68% 61% 82% 71% 70% 59% 53% Residential trash collection services Recycling services Yard waste collection services Bulky item pick up/removal services Household hazardous waste disposal service 0%20%40%60%80%100% Westlake U.S. Overall Satisfaction with Utility Services Westlake vs. the U.S by percentage of respondents who rated the item 4 or 5 on a 5-point scale where 5 was "very satisfied" and 1 was "very dissatisfied" (excluding don't knows) Source: 2010 ETC Institute 63% 63% 71% 75% 78% 47% 49% 48% 57% 55% Clean-up of junk/debris on private property Enforcing mowing/trimming on private property Enforcing exterior maint of residential property Enforcement of sign regulations Enforcement of yard parking regulations 0%20%40%60%80%100% Westlake U.S. Overall Satisfaction with Code Enforcement Westlake vs. the U.S by percentage of respondents who rated the item 4 or 5 on a 5-point scale where 5 was "very satisfied" and 1 was "very dissatisfied" (excluding don't knows) Source: 2010 ETC Institute 2010 Town of Westlake Resident Survey Final Report ETC Institute (2010)Page 34 72% 77% 27% 39% Enforcing clean up of junk/debris Enforcing sign regulations 0%20%40%60%80%100% LOW---------MEAN--------HIGH by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale Satisfaction with Code Enforcement Services Provided by Cities and Towns - 2010 63% 75% Westlake, TX Source: ETC Institute DirectionFinder (2010) 2010 Town of Westlake Resident Survey Final Report ETC Institute (2010)Page 35 Section 4: Importance-Satisfaction Analysis 2010 Town of Westlake Resident Survey Final Report ETC Institute (2010)Page 36 2010 Importance-Satisfaction Analysis Westlake, Texas Overview Today, City and Town officials have limited resources to activities that are of the most benefit to their citizens. Two of the most important criteria for decision making are (1) to target resources toward services of the highest importance to citizens; and (2) to target resources toward those services where citizens are the least satisfied. The Importance-Satisfaction (I-S) rating is a unique tool that allows public officials to better understand both of these highly important decision making criteria for each of the services they are providing. The Importance-Satisfaction rating is based on the concept that cities and towns will maximize overall citizen satisfaction by emphasizing improvements in those service categories where the level of satisfaction is relatively low and the perceived importance of the service is relatively high. Methodology The rating is calculated by summing the percentage of responses for items selected as the most important services for the Town to emphasize. This sum is then multiplied by 1 minus the percentage of respondents that indicated they were positively satisfied with the Town's performance in the related area (the sum of the ratings of 4 and 5 on a 5-point scale excluding “don't know” responses). “Don't know” responses are excluded from the calculation to ensure that the satisfaction ratings among service categories are comparable. [I-S=Importance x (1- Satisfaction)]. Example of the Calculation. Respondents were asked to identify the major categories of Town services they thought were most important. Seventy-four percent (74%) of residents ranked public safety as the most important Town service. With regard to satisfaction, public safety was ranked first overall with 83% rating public safety as a “4” or a “5” on a 5-point scale, excluding “don't know” responses. The I-S rating for public safety was calculated by multiplying the sum of the most important percentages by 1 minus the sum of the satisfaction percentages. In this example, 74% was multiplied by 17% (1-0.83). This calculation yielded an I-S rating of 0.1258, which was ranked second out of the ten major service categories. 2010 Town of Westlake Resident Survey Final Report ETC Institute (2010)Page 37 The maximum rating is 1.00 and would be achieved when 100% of the respondents select an activity as one of the items they felt was most important and 0% indicate that they are positively satisfied with the delivery of the service. The lowest rating is 0.00 and could be achieved under either one of the following two situations: • if 100% of the respondents were positively satisfied with the delivery of the service • if none (0%) of the respondents selected the service as one of the services they felt was most important. Interpreting the Ratings Ratings that are greater than or equal to 0.20 identify areas that should receive significantly more emphasis. Ratings from .10 to .20 identify service areas that should receive increased emphasis. Ratings less than .10 should continue to receive the current level of emphasis. • Definitely Increase Emphasis (IS>=0.20) • Increase Current Emphasis (0.10<=IS<0.20) • Maintain Current Emphasis (IS<0.10) The results for Westlake are provided on the following pages. 2010 Town of Westlake Resident Survey Final Report ETC Institute (2010)Page 38 Importance-Satisfaction Rating 2010 Town of Westlake Resident Survey Major Categories of Town Services Category of Service Most Important % Most Important Rank Satisfaction % Satisfaction Rank Importance- Satisfaction Rating I-S Rating Rank High Priority (IS .10-.20) Westlake Academy 40%254%100.18401 Quality of public safety services 74%183%10.12582 Parks, trails, and recreation programs/facilities 26%556%90.11443 Maintenance of Town streets 38%370%70.11404 Quality of water utility services 36%471%60.10445 Medium Priority (IS <.10) Westlake's emergency preparedness efforts 20%673%30.05406 Town efforts to manage storm water run-off 13%766%80.04427 Quality of wastewater utility services 12%872%50.03368 Quality of customer service provided by the Town 10%972%40.02809 Effectiveness of Town communication 9%1076%20.021610 Note: The I-S Rating is calculated by multiplying the "Most Important" % by (1-'Satisfaction' %) Most Important %: The "Most Important" percentage represents the sum of the first, second, and third most important responses for each item. Respondents were asked to identify the items they felt were most important Satisfaction %:The "Satisfaction" percentage represents the sum of the ratings "4" and "5" excluding 'don't knows.' Respondents ranked their level of satisfaction with the each of the items on a scale of 1 to 5 with "5" being very satisfied and "1" being very dissatisfied. © 2010 DirectionFinder by ETC Institute 2010 Town of Westlake Resident Survey Final Report ETC Institute (2010)Page 39 Importance-Satisfaction Rating 2010 Town of Westlake Resident Survey Specific Town Services Category of Service Most Important % Most Important Rank Satisfaction % Satisfaction Rank Importance- Satisfaction Rating I-S Rating Rank High Priority (IS .10-.20) Overall quality of fire services 53%280%50.10601 Quality of local police protection 63%184%30.10082 Medium Priority (IS <.10) Condition of major streets 33%570%180.09903 Number of walking/biking trails 18%949%250.09184 Overall quality of emergency medical services 41%381%40.07795 Number of parks in your community 11%1347%270.05836 How quickly emergency medical personnel respond 26%680%60.05207 Condition of neighborhood streets 18%874%130.04688 How quickly police respond to emergencies 22%780%70.04409 Residential trash collection services 35%489%20.038510 Visibility of police in neighborhoods 17%1078%80.037411 Efforts by the Town to prevent crime 13%1173%140.035112 Maintenance of the Town park 10%1469%190.031013 Quality of outdoor athletic fields available 6%1849%260.030614 Enforcing sign regulations 12%1275%120.030015 Water conservation/protecting water resources 7%1759%240.028716 Enforcing the clean up of junk and debris 7%1663%210.025917 Enforcing mowing/cutting of weeds and grass 5%2363%220.018518 Cleanliness of streets/other public areas 8%1577%100.018419 Enforcing exterior maint. of residential property 6%2071%160.017420 Level of traffic enforcement 5%2171%170.014521 Enforcing yard parking regulations 5%2278%90.011022 Household hazardous waste disposal services 2%2661%230.007823 Yard waste collection services 3%2477%110.006924 Bulky item pick up/removal services 2%2568%200.006425 Municipal Court services 2%2773%150.005426 Curbside recycling services 6%1991%10.005427 Note: The I-S Rating is calculated by multiplying the "Most Important" % by (1-'Satisfaction' %) Most Important %: The "Most Important" percentage represents the sum of the first, second, third, fourth and fifth most important responses for each item. Respondents were asked to identify the items they felt were most important Satisfaction %:The "Satisfaction" percentage represents the sum of the ratings "4" and "5" excluding 'don't knows.' Respondents ranked their level of satisfaction with the each of the items on a scale of 1 to 5 with "5" being very satisfied and "1" being very dissatisfied. © 2010 DirectionFinder by ETC Institute 2010 Town of Westlake Resident Survey Final Report ETC Institute (2010)Page 40 Importance-Satisfaction Matrix Analysis. The Importance-Satisfaction rating is based on the concept that public agencies will maximize overall customer satisfaction by emphasizing improvements in those areas where the level of satisfaction is relatively low and the perceived importance of the service is relatively high. ETC Institute developed an Importance-Satisfaction Matrix to display the perceived importance of major services that were assessed on the survey against the perceived quality of service delivery. The two axes on the matrix represent Satisfaction (vertical) and relative Importance (horizontal). The I-S (Importance-Satisfaction) matrix should be interpreted as follows. • Continued Emphasis (above average importance and above average satisfaction). This area shows where the Town is meeting customer expectations. Items in this area have a significant impact on the customer’s overall level of satisfaction. The Town should maintain (or slightly increase) emphasis on items in this area. • Exceeding Expectations (below average importance and above average satisfaction). This area shows where the Town is performing significantly better than customers expect the Town to perform. Items in this area do not significantly affect the overall level of satisfaction that residents have with Town services. The Town should maintain (or slightly decrease) emphasis on items in this area. • Opportunities for Improvement (above average importance and below average satisfaction). This area shows where the Town is not performing as well as residents expect the Town to perform. This area has a significant impact on customer satisfaction, and the Town should DEFINITELY increase emphasis on items in this area. • Less Important (below average importance and below average satisfaction). This area shows where the Town is not performing well relative to the Town’s performance in other areas; however, this area is generally considered to be less important to residents. This area does not significantly affect overall satisfaction with Town services because the items are less important to residents. The agency should maintain current levels of emphasis on items in this area. Matrices showing the results for Westlake are provided on the following pages. 2010 Town of Westlake Resident Survey Final Report ETC Institute (2010)Page 41 Satisfaction Rating , , , , , , , ,, , mean satisfaction Op p o r t u n i t i e s f o r I m p r o v e m e n t 20 1 0 T o w n o f W e s t l a k e R e s i d e n t S u r v e y Im p o r t a n c e - S a t i s f a c t i o n A s s e s s m e n t M a t r i x -M a j o r C a t e g o r i e s o f T o w n S e r v i c e s - (p o i n t s o n t h e g r a p h s h o w d e v i a t i o n s f r o m t h e m e a n i m p o r t a n c e a n d S a t i s f a c t i o n r a t i n g s g i v e n b y r e s p o n d e n t s t o t h e s u r v e y ) me a n i m p o r t a n c e Im p o r t a n c e R a t i n g Lo w e r I m p o r t a n c e Higher Importance lo w e r i m p o r t a n c e / h i g h e r S a t i s f a c t i o n hi g her i m p o r t a n c e / h i g h e r S a t i s f a c t i o n lo w e r i m p o r t a n c e / l o w e r S a t i s f a c t i o n hi g h e r i m p o r t a n c e / l o w e r S a t i s f a c t i o n Ex c e e d e d E x p e c t a t i o n s Le s s I m p o r t a n t Co n t i n u e d E m p h a s i s So u r c e : E T C I n s t i t u t e ( 2 0 1 0 ) Em e r g e n c y p r e p a r e d n e s s Wa t e r u t i l i t y s e r v i c e s Ma i n t e n a n c e o f T o w n s t r e e t s Cu s t o m e r s e r v i c e Pa r k s , t r a i l s a n d r e c r e a t i o n p r o g r a m s / f a c i l i t i e s St o r m w a t e r r u n - o f f Pu b l i c s a f e t y s e r v i c e s Wa s t e w a t e r u t i l i t y se r v i c e s We s t l a k e A c a d e m y Ef f e c t i v e n e s s o f T o w n c o m m u n i c a t i o n 20 1 0 To w n of We s t l a k e Re s i d e n t Survey Final Report ET C In s t i t u t e (2 0 1 0 ) Page 42 Satisfaction Rating , , , , , , , , , , , , , , , , ,, ,, , , , ,,,, mean satisfaction Op p o r t u n i t i e s f o r I m p r o v e m e n t 20 1 0 T o w n o f W e s t l a k e R e s i d e n t S u r v e y Im p o r t a n c e - S a t i s f a c t i o n A s s e s s m e n t M a t r i x -S p e c i f i c T o w n S e r v i c e s - (p o i n t s o n t h e g r a p h s h o w d e v i a t i o n s f r o m t h e m e a n i m p o r t a n c e a n d S a t i s f a c t i o n r a t i n g s g i v e n b y r e s p o n d e n t s t o t h e s u r v e y ) me a n i m p o r t a n c e Im p o r t a n c e R a t i n g Lo w e r I m p o r t a n c e Higher Importance lo w e r i m p o r t a n c e / h i g h e r S a t i s f a c t i o n hi g her i m p o r t a n c e / h i g h e r S a t i s f a c t i o n lo w e r i m p o r t a n c e / l o w e r S a t i s f a c t i o n hi g h e r i m p o r t a n c e / l o w e r S a t i s f a c t i o n Ex c e e d e d E x p e c t a t i o n s Le s s I m p o r t a n t Co n t i n u e d E m p h a s i s So u r c e : E T C I n s t i t u t e ( 2 0 1 0 ) Em e r g e n c y me d ica l se r v i c e s Cu r b s i d e r e c y c l i n g Em e r g e n c y m e d i c a l r e s p o n s e t i m e Ne i g h b o r h o o d st r e e t s Co n d i t i o n o f M a j o r s t r e e t s Fi r e s e r v i c e s Police protection Wa l k i n g / b i k i n g t r a i l s Nu m b e r o f p a r k s Tr a s h c o l l e c t i o n Po l i c e r e s p o n s e t i m e Si g n re g u l a t i o n s Mo w w i n g / t r i m m i n g o f w e e d s / g r a s s Ho u s e h o l d h a z a r d o u s w a s t e d i s p o s a l Wa t e r c o n s e r v a t i o n / p r o t e c t i n g w a t e r r e s o u r c e s Ou t d o o r a t h l e t i c f i e l d s Tr a f f i c e n f o r c e m e n t Cl e a n u p o f ju n k / d e b r i s To w n Pa r k Ma i n t e n a n c e o f r e s i d e n t i a l p r o p e r t y Mu n i c i p a l c o u r t s e r v i c e s Cr i m e p r e v e n t i o n Vi s i b i l i t y o f p o l i c e in n e i g h b o r h o o d s Ya r d w a s t e c o l l e c t i o n Cl e a n l i n e s s o f s t r e e t s / p u b l i c a r e a s Ya r d p a r k i n g r e g u l a t i o n s Bu l k y i t e m p i c k u p / r e m o v a l 20 1 0 To w n of We s t l a k e Re s i d e n t Survey Final Report ET C In s t i t u t e (2 0 1 0 ) Page 43 Section 5: Tabular Data 2010 Town of Westlake Resident Survey Final Report ETC Institute (2010)Page 44 Q1. Using a scale of 1 to 5 where 5 means "very satisfied" and 1 means "very dissatisfied," please rate your satisfaction with the following services provided by the Town of Westlake. (N=261) Very Very Don't Satisfied Satisfied Neutral Dissatisfied Dissatisfied Know Q1a. Quality of public safety services 37.9% 41.0% 11.9% 2.7% 2.3% 4.2% Q1b. Efforts by Westlake to ensure community is prepared for emergencies 19.9% 35.6% 18.0% 1.9% 0.4% 24.1% Q1c. Overall maintenance of Town streets 23.4% 45.2% 16.9% 8.4% 4.2% 1.9% Q1d. Effectiveness of communication 30.7% 42.1% 14.6% 6.9% 2.3% 3.4% Q1e. Quality of water utility services 29.5% 38.7% 14.6% 5.0% 8.0% 4.2% Q1f. Quality of wastewater & utility services 23.4% 37.5% 14.6% 5.0% 4.6% 14.9% Q1g. Quality of parks, trails, & recreation programs & facilities 16.1% 32.2% 21.1% 12.6% 5.0% 13.0% Q1h. Quality of customer service provided by the Town 26.8% 39.8% 15.3% 6.1% 3.8% 8.0% Q1i. Efforts to manage storm water run-off 12.6% 38.7% 17.6% 3.8% 4.2% 23.0% Q1j. Westlake Academy 21.5% 21.1% 16.9% 7.7% 12.3% 20.7% 2010 Town of Westlake Resident Survey Final Report ETC Institute (2010)Page 45 EXCLUDING DON’T KNOW Q1. Using a scale of 1 to 5 where 5 means "very satisfied" and 1 means "very dissatisfied," please rate your satisfaction with the following services provided by the Town of Westlake. (without "don't know") (N=261) Very Very Satisfied Satisfied Neutral Dissatisfied Dissatisfied Q1a. Quality of public safety services 39.6% 42.8% 12.4% 2.8% 2.4% Q1b. Efforts by Westlake to ensure community is prepared for emergencies 26.3% 47.0% 23.7% 2.5% 0.5% Q1c. Overall maintenance of Town streets 23.8% 46.1% 17.2% 8.6% 4.3% Q1d. Effectiveness of communication 31.7% 43.7% 15.1% 7.1% 2.4% Q1e. Quality of water utility services 30.8% 40.4% 15.2% 5.2% 8.4% Q1f. quality of wastewater & utility services 27.5% 44.1% 17.1% 5.9% 5.4% Q1g. Quality of parks, trails, & recreation programs & facilities 18.5% 37.0% 24.2% 14.5% 5.7% Q1h. Quality of customer service provided by the Town 29.2% 43.3% 16.7% 6.7% 4.2% Q1i. Efforts to manage storm water run-off 16.4% 50.2% 22.9% 5.0% 5.5% Q1j. Westlake Academy 27.1% 26.6% 21.3% 9.7% 15.5% 2010 Town of Westlake Resident Survey Final Report ETC Institute (2010)Page 46 Q2. Which THREE of the services listed above are most important to you? Q2. 1st Choice Number Percent A=Public safety services 117 44.8 % C=Maintenance of streets 15 5.7 % D=Effectiveness of communication 7 2.7 % E=Water utility service 15 5.7 % F=Wastewater & utility services 3 1.1 % G=Parks/trails/recreation programs & facilities 9 3.4 % H=Customer service 1 0.4 % I=Managing storm water run-off 4 1.5 % J=Westlake Academy 79 30.3 % Z=None Chosen 11 4.2 % Total 261 100.0 % Q2. Which THREE of the services listed above are most important to you? Q2. 2nd Choice Number Percent A=Public safety services 51 19.5 % B=Community emergency preparedness 36 13.8 % C=Maintenance of streets 39 14.9 % D=Effectiveness of communication 13 5.0 % E=Water utility service 39 14.9 % F=Wastewater & utility services 10 3.8 % G=Parks/trails/recreation programs & facilities 25 9.6 % H=Customer service 6 2.3 % I=Managing storm water run-off 13 5.0 % J=Westlake Academy 12 4.6 % Z=None Chosen 17 6.5 % Total 261 100.0 % 2010 Town of Westlake Resident Survey Final Report ETC Institute (2010)Page 47 Q2. Which THREE of the services listed above are most important to you? Q2. 3rd Choice Number Percent A=Public safety services 26 10.0 % B=Community emergency preparedness 17 6.5 % C=Maintenance of streets 45 17.2 % D=Effectiveness of communication 4 1.5 % E=Water utility service 41 15.7 % F=Wastewater & utility services 17 6.5 % G=Parks/trails/recreation programs & facilities 34 13.0 % H=Customer service 19 7.3 % I=Storm Water run-off 17 6.5 % J=Westlake Academy 12 4.6 % Z=None Chosen 29 11.1 % Total 261 100.0 % Q2. Which THREE of the services listed above are most important to you? (Top 3) Q2. Sum of Top Three Choices Number Percent A = Public safety services 194 74.3 % B = Community emergency preparedness 53 20.3 % C = Maintenance of streets 99 37.9 % D = Effectiveness of communication 24 9.2 % E = Water utility service 95 36.4 % F = Wastewater & utility services 30 11.5 % G = Parks/trails/recreation programs & facilities 68 26.1 % H = Customer service 26 10.0 % I = Managing storm water run-off 34 13.0 % J = Westlake Academy 103 39.5 % Z = None Chosen 11 4.2 % Total 737 2010 Town of Westlake Resident Survey Final Report ETC Institute (2010)Page 48 Q3. Overall, how safe do you feel in the Town of Westlake? Q3. Safe in the Town of Westlake Number Percent 1=Very unsafe 2 0.8 % 2=Unsafe 3 1.1 % 3=Safe 75 28.7 % 4=Very safe 173 66.3 % 9=Don't know 8 3.1 % Total 261 100.0 % 2010 Town of Westlake Resident Survey Final Report ETC Institute (2010)Page 49 Q4a-f. POLICE SERVICES. Using a scale of 1 to 5, where 5 means "very satisfied" and 1 means "very dissatisfied," please rate your satisfaction with each of the following: (N=261) Very Very satisfied Satisfied Neutral Dissatisfied dissatisfied Don't know Q4a. Quality of local police protection 33.7% 47.1% 12.3% 2.7% 0.0% 4.2% Q4b. Visibility of police in neighborhoods 32.2% 43.3% 16.9% 2.7% 1.5% 3.4% Q4c. How quickly police respond to emergencies 21.8% 28.0% 11.1% 0.4% 0.8% 37.9% Q4d. Efforts by the Town to prevent crime 19.5% 37.2% 18.4% 1.9% 0.4% 22.6% Q4e. Level of traffic enforcement 29.9% 37.9% 15.3% 8.8% 3.8% 4.2% Q4f. Municipal Court services 27.6% 35.2% 16.5% 4.2% 1.9% 14.6% EXCLUDING DON’T KNOW Q4a-f. POLICE SERVICES. Using a scale of 1 to 5, where 5 means "very satisfied" and 1 means "very dissatisfied," please rate your satisfaction with each of the following: (without "don't know") (N=261) Very Very satisfied Satisfied Neutral Dissatisfied dissatisfied Q4a. Quality of local police protection 35.2% 49.2% 12.8% 2.8% 0.0% Q4b. Visibility of police in neighborhoods 33.3% 44.8% 17.5% 2.8% 1.6% Q4c. How quickly police respond to emergencies 35.2% 45.1% 17.9% 0.6% 1.2% Q4d. Efforts by the Town to prevent crime 25.2% 48.0% 23.8% 2.5% 0.5% Q4e. Level of traffic enforcement 31.2% 39.6% 16.0% 9.2% 4.0% Q4f. Municipal Court services 32.3% 41.3% 19.3% 4.9% 2.2% 2010 Town of Westlake Resident Survey Final Report ETC Institute (2010)Page 50 Q4g-i. FIRE AND MEDICAL SERVICES. Using a scale of 1 to 5, where 5 means "very satisfied" and 1 means "very dissatisfied," please rate your satisfaction with each of the following: (N=261) Very Very satisfied Satisfied Neutral Dissatisfied dissatisfied Don't know Q4g. Quality of fire services 22.2% 30.3% 11.1% 0.8% 1.1% 34.5% Q4h. Quality of emergency medical services 24.1% 26.1% 11.9% 0.4% 0.0% 37.5% Q4i. How quickly fire and emergency medical services personnel respond 26.4% 25.3% 13.0% 0.4% 0.0% 34.9% EXCLUDING DON’T KNOW Q4g-i. FIRE AND MEDICAL SERVICES. Using a scale of 1 to 5, where 5 means "very satisfied" and 1 means "very dissatisfied," please rate your satisfaction with each of the following: (without "don't know") (N=261) Very Very satisfied Satisfied Neutral Dissatisfied dissatisfied Q4g. Quality of fire services 33.9% 46.2% 17.0% 1.2% 1.8% Q4h. Quality of emergency medical services 38.7% 41.7% 19.0% 0.6% 0.0% Q4i. How quickly fire and emergency medical services personnel respond 40.6% 38.8% 20.0% 0.6% 0.0% 2010 Town of Westlake Resident Survey Final Report ETC Institute (2010)Page 51 Q4j-l. MAINTENANCE SERVICES. Using a scale of 1 to 5, where 5 means "very satisfied" and 1 means "very dissatisfied," please rate your satisfaction with each of the following: (N=261) Very Very satisfied Satisfied Neutral Dissatisfied dissatisfied Don't know Q4j. Condition of major streets in Westlake 21.5% 46.4% 18.8% 6.1% 3.1% 4.2% Q4k. Condition of streets in your neighborhood 33.0% 39.1% 13.8% 6.5% 5.0% 2.7% Q4l. Cleanliness of streets/ other public areas 29.1% 43.7% 14.6% 6.5% 1.1% 5.0% EXCLUDING DON’T KNOW Q4j-l. MAINTENANCE SERVICES. Using a scale of 1 to 5, where 5 means "very satisfied" and 1 means "very dissatisfied," please rate your satisfaction with each of the following: (without "don't know") (N=261) Very Very satisfied Satisfied Neutral Dissatisfied dissatisfied Q4j. Condition of major streets in Westlake 22.4% 48.4% 19.6% 6.4% 3.2% Q4k. Condition of streets in your neighborhood 33.9% 40.2% 14.2% 6.7% 5.1% Q4l. Cleanliness of streets/other public areas 30.6% 46.0% 15.3% 6.9% 1.2% 2010 Town of Westlake Resident Survey Final Report ETC Institute (2010)Page 52 Q4m-p. PARKS AND RECREATION SERVICES. Using a scale of 1 to 5, where 5 means "very satisfied" and 1 means "very dissatisfied," please rate your satisfaction with each of the following: (N=261) Very Very satisfied Satisfied Neutral Dissatisfied dissatisfied Don't know Q4m. Maintenance of the Town park 15.7% 29.5% 18.8% 1.5% 0.4% 34.1% Q4n. Number of parks in your community 12.3% 24.1% 26.1% 10.3% 4.6% 22.6% Q4o. Number of walking/ biking trails 14.6% 25.3% 18.0% 12.6% 11.9% 17.6% Q4p. Outdoor athletic fields available to Westlake Community 12.6% 21.5% 16.9% 8.4% 10.7% 29.9% EXCLUDING DON’T KNOW Q4m-p. PARKS AND RECREATION SERVICES. Using a scale of 1 to 5, where 5 means "very satisfied" and 1 means "very dissatisfied," please rate your satisfaction with each of the following: (without "don't know") (N=261) Very Very satisfied Satisfied Neutral Dissatisfied dissatisfied Q4m. Maintenance of the Town park 23.8% 44.8% 28.5% 2.3% 0.6% Q4n. Number of parks in your community 15.8% 31.2% 33.7% 13.4% 5.9% Q4o. Number of walking/biking trails 17.7% 30.7% 21.9% 15.3% 14.4% Q4p. Outdoor athletic fields available to Westlake Community 18.0% 30.6% 24.0% 12.0% 15.3% 2010 Town of Westlake Resident Survey Final Report ETC Institute (2010)Page 53 Q4q-v. UTILITY SERVICES. Using a scale of 1 to 5, where 5 means "very satisfied" and 1 means "very dissatisfied," please rate your satisfaction with each of the following: Very Very satisfied Satisfied Neutral Dissatisfied dissatisfied Don't know Q4q. Residential trash collection services 36.8% 46.7% 6.9% 2.3% 0.8% 6.5% Q4r. Curbside recycling services 36.4% 48.7% 7.7% 1.1% 0.4% 5.7% Q4s. Yard waste collection services 22.2% 40.6% 13.4% 3.8% 1.9% 18.0% Q4t. Bulky item pick up/ removal services 15.3% 33.3% 18.8% 2.7% 1.5% 28.4% Q4u. Efforts to promote water conservation & protect water resources 14.2% 31.8% 22.6% 5.7% 2.7% 23.0% Q4v. Household hazardous waste disposal service 15.7% 25.7% 16.1% 5.4% 5.4% 31.8% EXCLUDING DON’T KNOW Q4q-v. UTILITY SERVICES. Using a scale of 1 to 5, where 5 means "very satisfied" and 1 means "very dissatisfied," please rate your satisfaction with each of the following: (without "don't know") (N=261) Very Very satisfied Satisfied Neutral Dissatisfied dissatisfied Q4q. Residential trash collection services 39.3% 50.0% 7.4% 2.5% 0.8% Q4r. Curbside recycling services 38.6% 51.6% 8.1% 1.2% 0.4% Q4s. Yard waste collection services 27.1% 49.5% 16.4% 4.7% 2.3% Q4t. Bulky item pick up/removal services 21.4% 46.5% 26.2% 3.7% 2.1% Q4u. Efforts to promote water conservation & protect water resources 18.4% 41.3% 29.4% 7.5% 3.5% Q4v. Household hazardous waste disposal service 23.0% 37.6% 23.6% 7.9% 7.9% 2010 Town of Westlake Resident Survey Final Report ETC Institute (2010)Page 54 Q4w-aa. CODE ENFORCEMENT SERVICES. Using a scale of 1 to 5, where 5 means "very satisfied" and 1 means "very dissatisfied," please rate your satisfaction with each of the following: Very Very satisfied Satisfied Neutral Dissatisfied dissatisfied Don't know Q4w. Enforcing the cleanup of junk & debris on private property 17.6% 28.7% 20.7% 4.2% 3.4% 25.3% Q4x. Enforcing mowing & cutting of weeds & grass on private property 15.7% 31.8% 23.4% 3.8% 1.9% 23.4% Q4y. Enforcing exterior maintenance of residential property 20.7% 33.7% 20.3% 1.1% 0.8% 23.4% Q4z. Enforcing sign regulations 21.1% 35.6% 18.8% 0.8% 0.4% 23.4% Q4aa. Enforcement of yard parking regulations 24.6% 38.1% 14.2% 1.2% 2.3% 19.6% 2010 Town of Westlake Resident Survey Final Report ETC Institute (2010)Page 55 EXCLUDING DON’T KNOW Q4.w-aa CODE ENFORCEMENT SERVICES. Using a scale of 1 to 5, where 5 means "very satisfied" and 1 means "very dissatisfied," please rate your satisfaction with each of the following: (without "don't know") (N=261) Very Very satisfied Satisfied Neutral Dissatisfied dissatisfied Q4w. Enforcing the cleanup of junk & debris on private property 23.6% 38.5% 27.7% 5.6% 4.6% Q4x. Enforcing mowing & cutting of weeds & grass on private property 20.5% 41.5% 30.5% 5.0% 2.5% Q4y. Enforcing exterior maintenance of residential property 27.0% 44.0% 26.5% 1.5% 1.0% Q4z. Enforcing sign regulations 27.5% 46.5% 24.5% 1.0% 0.5% Q4aa. Enforcement of yard parking regulations 30.6% 47.4% 17.7% 1.4% 2.9% 2010 Town of Westlake Resident Survey Final Report ETC Institute (2010)Page 56 Q5. Which FIVE of the services listed above are most important to you? Q5. 1st Choice Number Percent A=Local police protection 122 46.7 % B=Visibility of police in neighborhood 6 2.3 % C=Police response to emergencies 17 6.5 % D=Efforts to prevent crime 6 2.3 % E=Level of traffic enforcement 2 0.8 % G=Quality of fire services 16 6.1 % H=Emergency medical services 2 0.8 % I=Fire & emergency medical personnel response time 11 4.2 % J=Condition of major streets 9 3.4 % K=Streets in neighborhood 6 2.3 % M=Maintenance of Town park 2 0.8 % N=Number of parks in community 7 2.7 % O=Number of walking/biking trails 6 2.3 % P=Quality of outdoor athletic fields 3 1.1 % Q=Residential trash collection 6 2.3 % R=Curbside recycling 1 0.4 % T=Bulky item pick up/removal 1 0.4 % U=Promote water conservation & protect water... 1 0.4 % W=Cleanup of junk & debris on private property 2 0.8 % X=Mowing & cutting of weeds & grass on private... 2 0.8 % Y=Exterior maintenance of residential property 2 0.8 % Z=Sign regulations 26 10.0 % 1=Yard parking regulations 2 0.8 % 9=No response 3 1.1 % Total 261 100.0 % 2010 Town of Westlake Resident Survey Final Report ETC Institute (2010)Page 57 Q5. Which FIVE of the services listed above are most important to you? Q5. 2nd Choice Number Percent A=Local police protection 15 5.7 % B=Visibility of police in neighborhood 24 9.2 % C=Police response to emergencies 13 5.0 % D=Efforts to prevent crime 14 5.4 % E=Level of traffic enforcement 3 1.1 % F=Municipal Court services 2 0.8 % G=Quality of fire services 70 26.8 % H=Emergency medical services 18 6.9 % I=Fire & emergency medical personnel response time 12 4.6 % J=Condition of major streets 12 4.6 % K=Streets in neighborhood 8 3.1 % L=Cleanliness of streets/public areas 2 0.8 % N=Number of parks in community 5 1.9 % O=Number of walking/biking trails 10 3.8 % P=Quality of outdoor athletic fields 1 0.4 % Q=Residential trash collection 5 1.9 % R=Curbside recycling 4 1.5 % S=Yard waste collection 3 1.1 % U=Promote water conservation & protect water... 4 1.5 % V=Household hazardous waste disposal 1 0.4 % W=Cleanup of junk & debris on private property 1 0.4 % X=Mowing & cutting of weeds & grass on private... 3 1.1 % 9=No response 31 11.9 % Total 261 100.0 % 2010 Town of Westlake Resident Survey Final Report ETC Institute (2010)Page 58 Q5. Which FIVE of the services listed above are most important to you? Q5. 3rd Choice Number Percent A=Local police protection 7 2.7 % B=Visibility of police in neighborhood 5 1.9 % C=Police response to emergencies 9 3.4 % D=Efforts to prevent crime 6 2.3 % E=Level of traffic enforcement 2 0.8 % F=Municipal Court services 2 0.8 % G=Quality of fire services 29 11.1 % H=Emergency medical services 38 14.6 % I=Fire & emergency medical personnel response time 16 6.1 % J=Condition of major streets 28 10.7 % K=Streets in the neighborhood 9 3.4 % L=Cleanliness of streets/public areas 8 3.1 % M=Maintenance of the Town park 13 5.0 % N=Number of parks in community 3 1.1 % O=Number of walking/biking trails 14 5.4 % P=Quality of outdoor athletic fields 1 0.4 % Q=Residential trash collection 12 4.6 % R=Curbside recycling 3 1.1 % S=Yard waste collection 2 0.8 % T=Bulky item pick up/removal 1 0.4 % U=Promote water conservation/protect water resources 2 0.8 % W=Cleanup of junk & debris on private property 4 1.5 % X=Mowing & cutting of weeds & grass 3 1.1 % Y=Exterior maintenance of residential property 3 1.1 % Z=Sign regulations 2 0.8 % 1=Yard parking regulations 1 0.4 % 9=Not provided 38 14.6 % Total 261 100.0 % 2010 Town of Westlake Resident Survey Final Report ETC Institute (2010)Page 59 Q5. Which FIVE of the services listed above are most important to you? Q5. 4th Choice Number Percent A=Local police protection 6 2.3 % B=Visibility of police in neighborhood 5 1.9 % C=Police response to emergencies 11 4.2 % D=Efforts to prevent crime 7 2.7 % E=Level of traffic enforcement 3 1.1 % G=Quality of fire services 13 5.0 % H=Emergency medical services 31 11.9 % I=Fire & emergency medical personnel response time 13 5.0 % J=Condition of major streets 18 6.9 % K=Streets in the neighborhood 16 6.1 % L=Cleanliness of streets/public areas 5 1.9 % M=Maintenance of the Town park 6 2.3 % N=Number of parks in community 6 2.3 % O=Number of walking/biking trails 8 3.1 % P=Quality of outdoor athletic fields 7 2.7 % Q=Residential trash collection 30 11.5 % R=Curbside recycling 2 0.8 % T=Bulky item pick up/removal 2 0.8 % U=Promote water conservation/protect water resources 4 1.5 % V=Household hazardous waste disposal 2 0.8 % W=Cleanup of junk & debris on private property 6 2.3 % X=Mowing & cutting of weeds & grass 3 1.1 % Y=Exterior maintenance of residential property 3 1.1 % Z=Sign regulations 3 1.1 % 1=Yard parking regulations 7 2.7 % 9=Not provided 44 16.9 % Total 261 100.0 % 2010 Town of Westlake Resident Survey Final Report ETC Institute (2010)Page 60 Q5. Which FIVE of the services listed above are most important to you? Q5. 5th Choice Number Percent A=Local police protection 14 5.4 % B=Visibility of police in neighborhood 3 1.1 % C=Police response to emergencies 7 2.7 % D=Efforts to prevent crime 2 0.8 % E=Level of traffic enforcement 4 1.5 % F=Municipal Court services 1 0.4 % G=Quality of fire services 9 3.4 % H=Emergency medical services 17 6.5 % I=Fire & emergency medical personnel response time 15 5.7 % J=Condition of major streets 19 7.3 % K=Streets in the neighborhood 9 3.4 % L=Cleanliness of streets/public areas 5 1.9 % M=Maintenance of the Town park 4 1.5 % N=Number of parks in community 7 2.7 % O=Number of walking/biking trails 8 3.1 % P=Quality of outdoor athletic fields 4 1.5 % Q=Residential trash collection 37 14.2 % R=Curbside recycling 6 2.3 % S=Yard waste collection 2 0.8 % T=Bulky item pick up/removal 2 0.8 % U=Promote water conservation/protect water resources 7 2.7 % V=Household hazardous waste disposal 1 0.4 % W=Cleanup of junk & debris on private property 6 2.3 % X=Mowing & cutting of weeds and grass 2 0.8 % Y=Exterior maintenance of residential property 7 2.7 % Z=Sign regulations 1 0.4 % 1=Yard parking regulations 3 1.1 % 9=No provided 59 22.6 % Total 261 100.0 % 2010 Town of Westlake Resident Survey Final Report ETC Institute (2010)Page 61 Q5. Which FIVE of the services listed above are most important to you? (Top 5) Q5. Sum of Top Five Choice Number Percent A = Local police protection 164 62.8 % B = Visibility of police in neighborhood 43 16.5 % C = Police response to emergencies 57 21.8 % D = Efforts to prevent crime 35 13.4 % E = Level of traffic enforcement 14 5.4 % F = Municipal Court services 5 1.9 % G = Quality of fire services 137 52.5 % H = Emergency medical services 106 40.6 % I = Fire & emergency medical personnel response time 67 25.7 % J = Condition of major streets 86 33.0 % K = Streets in the neighborhood 48 18.4 % L = Cleanliness of streets/public areas 20 7.7 % M = Maintenance of the Town park 25 9.6 % N = Number of parks in community 28 10.7 % O = Number of walking/biking trails 46 17.6 % P = Quality of outdoor athletic fields 16 6.1 % Q = Residential trash collection 90 34.5 % R = Curbside recycling 16 6.1 % S = Yard waste collection 7 2.7 % T = Bulky item pick up/removal 6 2.3 % U = Promote water conservation/protect water resources 18 6.9 % V = Household hazardous waste disposal 4 1.5 % W = Cleanup of junk & debris on private property 19 7.3 % X = Mowing & cutting of weeds and grass 13 5.0 % Y = Exterior maintenance of residential property 15 5.7 % Z = Sign regulations 32 12.3 % 1 = Yard parking regulations 13 5.0 % 9 = No provided 3 1.1 % Total 1133 2010 Town of Westlake Resident Survey Final Report ETC Institute (2010)Page 62 Q6. Several items that may influence your perception of the Town of Westlake are listed below. Please rate each item on a scale of 1 to 5 where 5 means "very satisfied" and 1 means "very dissatisfied." (N=261) Very Very satisfied Satisfied Neutral Dissatisfied dissatisfied Don't know Q6a. Quality of governmental services 24.1% 42.5% 16.9% 5.0% 5.7% 5.7% Q6b. Value received from local revenue sources 19.2% 31.0% 23.0% 8.4% 5.4% 13.0% Q6c. Overall quality of life in Westlake 49.0% 40.6% 6.1% 1.1% 1.5% 1.5% Q6d. Accessibility of local government 32.2% 33.0% 15.7% 7.7% 1.5% 10.0% Q6e. Ensuring the Town’s Vision is maintained 25.7% 36.0% 19.9% 2.7% 5.7% 10.0% Q6f. Standards of development in the community 32.2% 36.8% 15.7% 3.1% 1.9% 10.3% Q6g. How well Westlake is planning its growth 20.7% 31.4% 21.1% 7.3% 3.4% 16.1% Q6h. Town's leadership to preserve the environment 15.3% 37.5% 20.7% 4.6% 7.3% 14.6% Q6i. Direction the Town is heading 15.3% 33.7% 16.9% 12.6% 9.2% 12.3% Q6j. Your decision to live in Westlake 47.9% 29.5% 13.8% 3.8% 1.9% 3.1% Q6k. Sense of community in Westlake 27.2% 32.2% 26.4% 6.1% 5.0% 3.1% Q6l. Image of Westlake 34.5% 42.5% 11.9% 3.8% 3.8% 3.4% 2010 Town of Westlake Resident Survey Final Report ETC Institute (2010)Page 63 EXCLUDING DON’T KNOW Q6. Several items that may influence your perception of the Town of Westlake are listed below. Please rate each item on a scale of 1 to 5 where 5 means "very satisfied" and 1 means "very dissatisfied." (without "don't know") (N=261) Very Very satisfied Satisfied Neutral Dissatisfied dissatisfied Q6a. Quality of governmental services 25.6% 45.1% 17.9% 5.3% 6.1% Q6b. Value received from local revenue sources 22.0% 35.7% 26.4% 9.7% 6.2% Q6c. Overall quality of life in Westlake 49.8% 41.2% 6.2% 1.2% 1.6% Q6d. Accessibility of local government 35.7% 36.6% 17.4% 8.5% 1.7% Q6e. Ensuring the Town’s Vision is maintained 28.5% 40.0% 22.1% 3.0% 6.4% Q6f. Standards of development in the community 35.9% 41.0% 17.5% 3.4% 2.1% Q6g. How well Westlake is planning its growth 24.7% 37.4% 25.1% 8.7% 4.1% Q6h. Town's leadership to preserve the environment 17.9% 43.9% 24.2% 5.4% 8.5% Q6i. Direction the Town is heading 17.5% 38.4% 19.2% 14.4% 10.5% Q6j. Your decision to live in Westlake 49.4% 30.4% 14.2% 4.0% 2.0% Q6k. Sense of community in Westlake 28.1% 33.2% 27.3% 6.3% 5.1% Q6l. Image of Westlake 35.7% 44.0% 12.3% 4.0% 4.0% 2010 Town of Westlake Resident Survey Final Report ETC Institute (2010)Page 64 Q7. Using a scale of 1 to 5, where 5 means "Extremely important" and 1 means "Not important," please indicate how important the following issues were to your decision to move to the Town of Westlake. (N=261) Extremely Very Less Not important important Important important important Don't know Q7a. Proximity to Dallas & Fort Worth 29.1% 22.2% 26.4% 11.5% 6.9% 3.8% Q7b. Westlake Academy 29.5% 8.4% 8.8% 8.8% 39.1% 5.4% Q7c. Type of housing available 36.4% 29.9% 20.3% 4.6% 5.7% 3.1% Q7d. Low taxes 47.1% 17.2% 21.1% 5.7% 5.4% 3.4% Q7e. Sense of community 28.0% 28.0% 30.7% 6.1% 4.6% 2.7% Q7f. Access to the Airport 32.6% 33.0% 17.6% 8.0% 6.1% 2.7% Q7g. Aesthetic appeal & high development standards 47.5% 32.2% 9.6% 3.1% 3.8% 3.8% Q7h. Small town feel & rural atmosphere 44.8% 29.9% 14.6% 4.6% 3.4% 2.7% Q7i. To live near friends & family 19.2% 22.2% 18.4% 11.9% 24.1% 4.2% Q7j. To live in your specific neighborhood 39.8% 23.4% 16.9% 7.3% 9.2% 3.4% 2010 Town of Westlake Resident Survey Final Report ETC Institute (2010)Page 65 Q8. Which THREE of the reasons listed above are the most important reasons you will stay in Westlake over the next 5 years? Q8. 1st Choice Number Percent A=Proximity to Dallas & Fort Worth 17 6.5 % B=Westlake Academy 60 23.0 % C=Type of housing available 11 4.2 % D=Low taxes 52 19.9 % E=Sense of community 8 3.1 % F=Access to Airport 10 3.8 % G=Aesthetic appeal & high development standards 16 6.1 % H=Small town feel & rural atmosphere 12 4.6 % I=Live near friends & family 4 1.5 % J=Live in specific neighborhood 51 19.5 % Z=None chosen 20 7.7 % Total 261 100.0 % Q8. Which THREE of the reasons listed above are the most important reasons you will stay in Westlake over the next 5 years? Q8. 2nd choice Number Percent A=Proximity to Dallas & Fort Worth 26 10.0 % B=Westlake Academy 19 7.3 % C=Type of housing available 10 3.8 % D=Low taxes 51 19.5 % E=Sense of community 13 5.0 % F=Access to Airport 25 9.6 % G=Aesthetic appeal & high development standards 23 8.8 % H=Small town feel & rural atmosphere 33 12.6 % I=Live near friends & family 12 4.6 % J=Live in specific neighborhood 17 6.5 % Z=None chosen 32 12.3 % Total 261 100.0 % 2010 Town of Westlake Resident Survey Final Report ETC Institute (2010)Page 66 Q8. Which THREE of the reasons listed above are the most important reasons you will stay in Westlake over the next 5 years? Q8. 3rd Choice Number Percent A=Proximity to Dallas & Fort Worth 21 8.0 % B=Westlake Academy 7 2.7 % C=Type of housing available 9 3.4 % D=Low taxes 14 5.4 % E=Sense of community 15 5.7 % F=Access to Airport 32 12.3 % G=Aesthetic appeal & high development standards 38 14.6 % H=Small town feel & rural atmosphere 39 14.9 % I=Live near friends & family 12 4.6 % J=Live in specific neighborhood 30 11.5 % Z=None chosen 44 16.9 % Total 261 100.0 % Q8. Which THREE of the reasons listed above are the most important reasons you will stay in Westlake over the next 5 years? (Top 3) Q8. Sum of Top Three Choices Number Percent A = Proximity to Dallas & Fort Worth 64 24.5 % B = Westlake Academy 86 33.0 % C = Type of housing available 30 11.5 % D = Low taxes 117 44.8 % E = Sense of community 36 13.8 % F = Access to Airport 67 25.7 % G = Aesthetic appeal & high development standards 77 29.5 % H = Small town feel & rural atmosphere 84 32.2 % I = Live near friends & family 28 10.7 % J = Live in specific neighborhood 98 37.5 % Z = None chosen 20 7.7 % Total 707 2010 Town of Westlake Resident Survey Final Report ETC Institute (2010)Page 67 Q9. Using a scale of 1 to 5, where 5 means "Strongly agree" and 1 means "Strongly disagree," please rate your level of agreement with the following statements about Westlake Academy. (N=261) Strongly Strongly agree Agree Neutral Disagree disagree Don't know Q9a. Westlake Academy provides quality education 26.8% 26.8% 16.5% 4.6% 5.4% 19.9% Q9b. Understand how Westlake Academy is governed & funded 28.0% 20.7% 16.1% 6.1% 11.1% 18.0% Q9c. Westlake Academy adds value to the Town 35.6% 23.0% 16.5% 7.7% 9.2% 8.0% Q9d. Westlake Academy adds value to my property 34.1% 21.1% 17.6% 8.0% 11.5% 7.7% EXCLUDING DON’T KNOW Q9. Using a scale of 1 to 5, where 5 means "Strongly agree" and 1 means "Strongly disagree," please rate your level of agreement with the following statements about Westlake Academy. (without "don't know") (N=261) Strongly Strongly agree Agree Neutral Disagree disagree Q9a. Westlake Academy provides quality education 33.5% 33.5% 20.6% 5.7% 6.7% Q9b. Understand how Westlake Academy is governed & funded 34.1% 25.2% 19.6% 7.5% 13.6% Q9c. Westlake Academy adds value to the Town 38.8% 25.0% 17.9% 8.3% 10.0% Q9d. Westlake Academy adds value to my property 36.9% 22.8% 19.1% 8.7% 12.4% 2010 Town of Westlake Resident Survey Final Report ETC Institute (2010)Page 68 Q10. How willing are you to pay a property tax to avoid reductions in the following services that are currently provided by the Town? (N=261) Somewhat Not willing Very willing Willing willing Not willing at all Don't know Q10a. Public safety services 11.9% 21.5% 27.6% 9.6% 25.7% 3.8% Q10b. Maintenance of Town streets & drainage 10.0% 21.5% 31.4% 9.6% 24.1% 3.4% Q10c. Westlake Academy 20.7% 10.3% 11.5% 11.1% 43.7% 2.7% Q10d. Historic preservation 3.4% 6.5% 16.1% 27.6% 42.9% 3.4% Q10e. Streetscaping 7.7% 18.8% 26.8% 14.9% 27.6% 4.2% Q10f. Parks, trails, & recreation programs 9.6% 14.9% 26.8% 16.9% 28.4% 3.4% Q10g. Storm water management 7.7% 17.2% 28.4% 13.8% 28.7% 4.2% Q10h. Public art 3.4% 5.7% 18.8% 21.5% 47.5% 3.1% 2010 Town of Westlake Resident Survey Final Report ETC Institute (2010)Page 69 EXCLUDING DON’T KNOW Q10. How willing are you to pay a property tax to avoid reductions in the following services that are currently provided by the Town? (without "don't know") (N=261) Somewhat Not willing Very willing Willing willing Not willing at all Q10a. Public safety services 12.4% 22.3% 28.7% 10.0% 26.7% Q10b. Maintenance of Town streets & drainage 10.3% 22.2% 32.5% 9.9% 25.0% Q10c. Westlake Academy 21.3% 10.6% 11.8% 11.4% 44.9% Q10d. Historic preservation 3.6% 6.7% 16.7% 28.6% 44.4% Q10e. Streetscaping 8.0% 19.6% 28.0% 15.6% 28.8% Q10f. Parks, trails, & recreation programs 9.9% 15.5% 27.8% 17.5% 29.4% Q10g. Storm water management 8.0% 18.0% 29.6% 14.4% 30.0% Q10h. Public art 3.6% 5.9% 19.4% 22.1% 49.0% 2010 Town of Westlake Resident Survey Final Report ETC Institute (2010)Page 70 Q11. Services and projects that have not been accomplished by the Town due to a lack of funds are listed below. If a new property tax were to provide funding to complete one or more of these projects, which TWO should be the Town's highest priorities? Q11. 1st Choice Number Percent A=Public safety/new fire station 66 25.3 % B=Enhanced streetscaping for Precinct Line Road (FM 1938) 30 11.5 % C=Street & drainage improvements 25 9.6 % D=Trails/bike path/park improvements 21 8.0 % E=Improvements to Westlake Academy 57 21.8 % Z=None 62 23.8 % Total 261 100.0 % Q11. Services and projects that have not been accomplished by the Town due to a lack of funds are listed below. If a new property tax were to provide funding to complete one or more of these projects, which TWO should be the Town's highest priorities? Q11. 2nd Choice Number Percent A=Public safety/new fire station 20 7.7 % B=Enhanced streetscaping for Precinct Line Road (FM 1938) 40 15.3 % C=Street & drainage improvements 37 14.2 % D=Trails/bike path/park improvements 46 17.6 % E=Improvements to Westlake Academy 25 9.6 % Z=None 93 35.6 % Total 261 100.0 % Q11. Services and projects that have not been accomplished by the Town due to a lack of funds are listed below. If a new property tax were to provide funding to complete one or more of these projects, which TWO should be the Town's highest priorities? (Top 2) Q11. Sum of Top Two Choices Number Percent A = Public safety/new fire station 86 33.0 % B = Enhanced streetscaping for Precinct Line Road (FM 1938) 70 26.8 % C = Street & drainage improvements 62 23.8 % D = Trails/bike path/park improvements 67 25.7 % E = Improvements to Westlake Academy 82 31.4 % Z = None 62 23.8 % Total 429 2010 Town of Westlake Resident Survey Final Report ETC Institute (2010)Page 71 Q12. Which of the following are your PRIMARY sources of information about the Town of Westlake? Q12. Primary sources of information Number Percent 1 = E-mail from the Town 163 62.5 % 2 = Westlake Wire 127 48.7 % 3 = Town website 89 34.1 % 4 = Voice messages from the Town 55 21.1 % 5 = The Time Register 51 19.5 % 6 = Other Sources 32 12.3 % 9 = Don't know 21 8.0 % Total 538 Q12-2. Have you read the Westlake Wire during the past year? Q12-2. Read Westlake Wire Number Percent 1=Yes 109 85.8 % 2=No 6 4.7 % 9=Don’t remember 12 9.4 % Total 127 100.0 % Q12-3. Have you looked at Council packets on the website? Q12-3. Looked at Council packets on website Number Percent 1=Yes 70 78.7 % 2=No 7 7.9 % 9=Don’t remember 12 13.5 % Total 89 100.0 % 2010 Town of Westlake Resident Survey Final Report ETC Institute (2010)Page 72 Q12. Other Sources Q12. Other Number Percent ACCESS TO THE MAYOR 2 6.1 % BLACK COW 9 27.2 % COMMUNICATION W/TOWN LEAD 1 3.0 % COMMUNITY FEED BACK 2 6.1 % DIRECT MAILINGS 1 3.0 % FT WORTH STAR TELEGRAM 3 9.1 % IN PERSON 1 3.0 % MAIL 3 9.1 % NEIGHBORS 2 6.1 % PUBLIC RECORDS 1 3.0 % SNAIL MAIL 1 3.0 % TOWN COUNCIL MEETINGS 2 6.1 % WA COMMINIQUE 1 3.0 % WORD OF MOUTH 4 12.1 % Total 33 100.0 % 2010 Town of Westlake Resident Survey Final Report ETC Institute (2010)Page 73 Q13. How many years have you lived in Westlake? Q13. Years lived in Westlake Number Percent 1=1 year or less 27 10.3 % 2=2-5 years 127 48.7 % 3=6-10 years 55 21.1 % 4=11-20 years 16 6.1 % 5=20+ years 30 11.5 % 9=Not provided 6 2.3 % Total 261 100.0 % Q14. What is your age? Q14. Age Number Percent 18 to 34 11 4.2 % 35 to 44 48 18.4 % 45 to 54 76 29.1 % 55 to 64 62 23.8 % 65+ 40 15.3 % Not provided 24 9.2 % Total 261 100.0 % 2010 Town of Westlake Resident Survey Final Report ETC Institute (2010)Page 74 Q15. Do any children in grades K-12 currently live in your home? Q15. Children in grades K-12 Number Percent 1=Yes 122 46.7 % 2=No 134 51.3 % 9=Not provided 5 1.9 % Total 261 100.0 % Q15a. IF YES to #15: Do any of these children currently attend Westlake Academy? Q15a. Currently attend Westlake Academy Number Percent 1=Yes 72 59.0 % 2=No 49 40.2 % 9=Not provided 1 0.8 % Total 122 100.0 % Q15b. IF NO to #15a: Did any of these children previously attend Westlake Academy? Q15b. Previously attend Westlake Academy Number Percent 1=Yes 16 32.7 % 2=No 31 63.3 % 9=Not provided 2 4.1 % Total 49 100.0 % Q15c. IF YES to #15b: Are you considering re-enrolling them at Westlake Academy? Q15c. Considering re-enrolling them Number Percent 2=No 16 100.0 % Total 16 100.0 % 2010 Town of Westlake Resident Survey Final Report ETC Institute (2010)Page 75 Q16. In which subdivision do you live? Q16. Which subdivision Number Percent 1=Stagecoach Hills 50 19.2 % 2=Vaquero 115 44.1 % 3=Wyck Hill 8 3.1 % 4=Glenwyck Farms 54 20.7 % 5=Mahotea Boone 5 1.9 % 6=Other 19 7.3 % 9=Not provided 10 3.8 % Total 261 100.0 % Q16. Other Subdivisions Q16. Other Number Percent ESTATE 1 5.3 % ESTATES 2 10.5 % FARM 2 10.5 % GLENWYCK (NOT FARMS) 3 15.8 % OTTINGER RD 2 10.5 % OWN PROPERTY-ACERAGE 1 5.3 % PAIGEBROOK 1 5.3 % PRIVATE ESTATE 3 15.8 % Total 15 78.9 % Missing Cases = 4 2010 Town of Westlake Resident Survey Final Report ETC Institute (2010)Page 76 Q17. Which of the following BEST describes your total annual household income? Q17. Total annual household income Number Percent 1=Under $50K 9 3.4 % 2=$50K-$150K 37 14.2 % 3=$150K-$500K 71 27.2 % 4=$500K+ 98 37.5 % 9=Not provided 46 17.6 % Total 261 100.0 % Q18. Gender: Q18. Gender Number Percent 1=Male 139 53.3 % 2=Female 122 46.7 % Total 261 100.0 % 2010 Town of Westlake Resident Survey Final Report ETC Institute (2010)Page 77 Section 6: Survey Instrument 2010 Town of Westlake Resident Survey Final Report ETC Institute (2010)Page 78 Town of Westlake _______________________________________________________________________________________________________ ________________________________________________________________________________________________________ 3 Village Circle, Suite #202  Westlake, Texas 76262 Metro: 817-430-0941  Fax: 817-430-1812  www.westlake-tx.org   February, 2009 Dear Westlake Resident: The Town of Westlake continues to be one of the “crown jewels” of the Dallas-Fort Worth Metroplex. You are what makes us one of the most vibrant and progressive communities in the nation. This is an exciting time in Westlake and I hope you share our pride in all that we have accomplished as a community. As Westlake moves forward, the Westlake Town Council has placed a high priority on engaging and communicating with Town residents. The Town Council believes strongly that for us to most effectively meet our challenges, we must have an accurate idea of our citizens’ priorities and perspectives in order to plan and build a solid foundation for our future. An important part of this planning process involves gathering input from Westlake residents on a wide range of issues impacting our quality of life. Please help us by taking a few minutes to complete the enclosed survey. Some of the questions on this survey involve the means by which Town services are funded. If you would like more detailed information on the Town’s current finances before answering these particular survey questions, you can find it on the Town website at www.westlake-tx.org. Your feedback is extremely valuable to us. The survey results will be used as a working tool to assist us in making critical decisions about the allocation of Town resources, measure the effectiveness of Town Services, and help set the future direction for our community. You can return your survey in the enclosed return-reply envelope to ETC INSTITUTE, 725 W. Frontier Circle, Olathe, KS 66061. If you have questions, please contact Ginger Awtry in the Town Manager’s Office at (817) 490-5719 or contacts us via e-mail at gawtry@westlake-tx.org. Thank you for helping to make Westlake a premier community and we appreciate your taking the time to complete this survey. Your feedback is critical for Westlake’s on-going success. Sincerely yours, Thomas E. Brymer Town Manager/CEO Westlake Academy Enclosure 1 Town of Westlake Resident Survey 1. Satisfaction with Major Types of Services Provided By the Town. Using a scale of 1 to 5 where 5 means “very satisfied” and 1 means “very dissatisfied,” please rate your satisfaction with the following services provided by the Town of Westlake: How Satisfied are you with: Very Satisfied Satisfied Neutral Dissatisfied Very Dissatisfied Don’t Know A. Quality of public safety services (police, fire, emergency medical, and municipal court) in the Town Westlake 5 4 3 2 1 9 B. Overall efforts by Westlake to ensure the community is prepared for emergencies 5 4 3 2 1 9 C.Overall maintenance of Town streets 5 4 3 2 1 9 D.Overall effectiveness of communication by the Town of Westlake 5 4 3 2 1 9 E. Overall quality of water utility services 5 4 3 2 1 9 F. Overall quality of wastewater (or sanitary sewer) utility services 5 4 3 2 1 9 G.Quality of parks, trails, and recreation programs and facilities in Westlake 5 4 3 2 1 9 H.Overall quality of customer service provided by the Town of Westlake 5 4 3 2 1 9 I. Overall efforts by the Town to manage storm water run-off 5 4 3 2 1 9 J. Westlake Academy 5 4 3 2 1 9 2. Which THREE of the services listed above are most important to you? [Write in the letters below using the letters from the list in Question 1 above]. 1st:____ 2nd:____ 3rd:____ 3. Using a scale of 1 to 5 where 5 means “excellent” and 1 means “poor,” please rate Westlake with regard to the following: How Satisfied are you with Westlake: Excellent Good Average Fair Poor Don’t Know A. As a place to live 5 4 3 2 1 9 B. As a place to work 5 4 3 2 1 9 C.As a place to retire 5 4 3 2 1 9 D.As a community that is moving in the right direction 5 4 3 2 1 9 4. Overall, how safe do you feel in the Town of Westlake? ___(4) Very safe ___(3) Safe ___(2) Unsafe ___(1) Very unsafe ___(9) Don’t know 2 5. Next, I would like you to rate several items that may influence your perception of Westlake. Please rate each item on a scale of 1 to 5 where 5 means “very satisfied” and 1 means “very dissatisfied.” How Satisfied are you with: Very Satisfied Satisfied Neutral Dissatisfied Very Dissatisfied Don’t Know A. Overall value that you receive for the Town sales tax and fees 5 4 3 2 1 9 B. Overall quality of governmental services provided by the Town of Westlake 5 4 3 2 1 9 C.Overall quality of life in Westlake 5 4 3 2 1 9 D.How well Westlake is planning its growth 5 4 3 2 1 9 6. Paying for Town Services. The Town of Westlake does not currently have a property tax. The Town relies on sales tax and user fees to fund Town services. Over the next few years, the revenue from the Town’s sales tax and user fees is projected not to keep pace with the cost of providing current Town services. Using a scale of 1 to 5 where 5 means “very willing” and 1 means “not willing at all,” please rate your willingness to pay a minimal Town property tax to prevent reductions in the following services: How willing are you to pay a property tax to avoid reductions in the following current Town services: Very Willing Willing Somewhat Willing Not Willing Not Willing at All Don’t Know A. Public safety services (police, fire, and emergency medical services) 5 4 3 2 1 9 B. Maintenance of Town streets & drainage 5 4 3 2 1 9 C. Westlake Academy 5 4 3 2 1 9 D. Historic preservation 5 4 3 2 1 9 E. Streetscaping (landscaping/aesthetic treatments along major road medians and rights-of-way) 5 4 3 2 1 9 F. Parks, trails, and recreation programs 5 4 3 2 1 9 G. Storm water management 5 4 3 2 1 9 H. Public art 5 4 3 2 1 9 7. Expanding Town Services. Since the revenue from the Town’s sales tax and user fees is projected not to keep pace with the cost of providing Town services, it appears unlikely that the Town could increase the levels of Town services. Using a scale of 1 to 5 where 5 means “very willing” and 1 means “not willing at all,” please rate your willingness to pay a Town property tax to fund expanded levels of service in the following areas: How willing are you to pay a property tax to fund expanded levels of Town services in the following areas: Very Willing Willing Somewhat Willing Not Willing Not Willing at All Don’t Know A. Public safety services (police, fire, and emergency medical services) 5 4 3 2 1 9 B. Maintenance of Town streets & drainage 5 4 3 2 1 9 C. Westlake Academy 5 4 3 2 1 9 D. Historic preservation 5 4 3 2 1 9 E. Streetscaping (landscaping/aesthetic treatments along major road medians and rights-of-way) 5 4 3 2 1 9 F. Parks, trails, and recreation programs 5 4 3 2 1 9 G. New fire station 5 4 3 2 1 9 H. New Town hall 5 4 3 2 1 9 I. Public art 5 4 3 2 1 9 3 8. Satisfaction with Specific Types of Services Provided By the Town. Using a scale of 1 to 5, where 5 means “very satisfied” and 1 means “very dissatisfied,” please rate your satisfaction with each of the following: How Satisfied are you with: Very Satisfied Satisfied Neutral Dissatisfied Very Dissatisfied Don’t Know Police Services A. Overall quality of local police protection 5 4 3 2 1 9 B. Visibility of police in neighborhoods 5 4 3 2 1 9 C. How quickly police respond to emergencies 5 4 3 2 1 9 D. Efforts by the Town to prevent crime 5 4 3 2 1 9 E. Level of traffic enforcement 5 4 3 2 1 9 F. Municipal Court services 5 4 3 2 1 9 Fire and Medical Services G. Overall quality of fire services 5 4 3 2 1 9 H. Overall quality of emergency medical services 5 4 3 2 1 9 I. How quickly fire and emergency medical services personnel respond 5 4 3 2 1 9 Maintenance Services J. Condition of major streets in Westlake 5 4 3 2 1 9 K. Overall condition of streets in your neighborhood 5 4 3 2 1 9 L. Cleanliness of streets/other public areas 5 4 3 2 1 9 Parks and Recreation Services M.Maintenance of the Town park 5 4 3 2 1 9 N. Number of parks in your community 5 4 3 2 1 9 O. Number of walking/biking trails 5 4 3 2 1 9 P. Quality of outdoor athletic fields available to the Westlake community 5 4 3 2 1 9 Communication/Citizen Engagement Q. Availability of information about Town services and activities 5 4 3 2 1 9 R. Timeliness of information provided by the Town of Westlake 5 4 3 2 1 9 S. Efforts by the Town of Westlake to keep you informed about local issues 5 4 3 2 1 9 T. Usefulness of the Town newsletter 5 4 3 2 1 9 U. The Town of Westlake’s website 5 4 3 2 1 9 V. The level of public involvement in local decisions 5 4 3 2 1 9 Utility Services W.Residential trash collection services 5 4 3 2 1 9 X. Curbside recycling services 5 4 3 2 1 9 Y. Yard waste collection services 5 4 3 2 1 9 Z. Bulky item pick up/removal services (old furniture, appliances. etc.) 5 4 3 2 1 9 1. Town efforts to promote water conservation and protect water resources 5 4 3 2 1 9 2. Household hazardous waste disposal service (for oil, paint, etc) 5 4 3 2 1 9 4 9. Satisfaction with Specific Types of Services Provided By the Town (Continued). Using a scale of 1 to 5, where 5 means “very satisfied” and 1 means “very dissatisfied,” please rate your satisfaction with each of the following: How Satisfied are you with: Very Satisfied Satisfied Neutral Dissatisfied Very Dissatisfied Don’t Know Code Enforcement Services A. Enforcing the clean up of junk and debris on private property in your community 5 4 3 2 1 9 B. Enforcing the mowing and cutting of weeds and grass on private property 5 4 3 2 1 9 C.Enforcing the exterior maintenance of residential property 5 4 3 2 1 9 D.Enforcing sign regulations 5 4 3 2 1 9 E. Enforcement of yard parking regulations for things such as boats and RVs in your neighborhood 5 4 3 2 1 9 F. Town efforts to remove abandoned or inoperative vehicles 5 4 3 2 1 9 10. From which of the following sources do you get information about the Town of Westlake? (Check all that apply) ___(1) E-mail from the Town ___(2) Town newsletter ___(3) Town website - have you looked at Council packets on the website? YES/ NO ___(4) Voice messages from the Town ___(5) The Westlake First News (newspaper) 11. Do you think the standards for new commercial and residential development in the Town of Westlake are too high, about right, or too low? ___(1) Too high ___(2) About right ___(3) Too low ___(9) Don’t know 12. Are you familiar with the Town’s “Dark Sky” Plan? a.) ___(1) Yes ___(2) No b.) If yes, are you supportive of it? ___ (1) Yes ___ (2) No 13. WESTLAKE ACADEMY. Using a scale of 1 to 5, where 5 means “strongly agree” and 1 means “strongly disagree,” please rate your level of agreement with the following statements about Westlake Academy: Rate your level of agreement with the following statements: Strongly Agree Agree Neutral Disagree Strongly Disagree Don’t Know A. Westlake Academy provides students with a quality education 5 4 3 2 1 9 B. I understand how Westlake Academy is governed and funded 5 4 3 2 1 9 C.I think Westlake Academy adds value to the Town of Westlake 5 4 3 2 1 9 D.I think Westlake Academy adds value to my property 5 4 3 2 1 9 5 14. Have you eaten at any of the Solana restaurants during the past year? ___(1) Yes ___(2) No 15. What is your age? ___(1) 18-34 years ___(2) 35-54 years ___(3) 55-74 years ___(4) 75+ years 16. How many years have you lived in Westlake? __________ years 17. Do any children in grades K-12 currently live in your home? ___(1) Yes – answer #17a ___(2) No 17a. IF YES to #17: Do any of these children currently attend Westlake Academy? ___(1) Yes ___(2) No – answer 17b 17b. IF NO to #17a: Did any of these children previously attend Westlake Academy? ___(1) Yes – answer 17c ___(2) No 17c. If YES to #17b: Why did your children stop attending Westlake Academy? _______________________________________________________________ 18. In which subdivision do you live? ___(1) Stagecoach Hills ___(2) Vaquero ___(3) Wyck Hill ___(4) Glenwyck Farms ___(5) Mahotea Boone ___(6) Other: ___________________ 19. Which of the following BEST describes your total annual household income? ___(1) Under $50,000 ___(3) $150,000 - $500,000 ___(2) $50,000 - $149,999 ___(4) Over $500,000 20. Gender: ___(1) Male ___(2) Female OPTIONAL: If you have any other comments please write them in the space provided below. THE TOWN OF WESTLAKE THANKS YOU FOR COMPLETING THIS SURVEY. Please Return Your Completed Survey in the Enclosed Postage Paid Envelope Addressed to: ETC Institute, 725 W. Frontier Circle, Olathe, KS 66061