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HomeMy WebLinkAbout2009 Resident Survey 222000000999 TTTooowwwnnn ooofff WWWeeessstttlllaaakkkeee RRReeesssiiidddeeennnttt SSSuuurrrvvveeeyyy FF iiinnnaaalll 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 May 2009 ...helping organizations make better decisions since 1982 Contents Executive Summary.......................................................................i Section 1 Charts and Graphs........................................................................1 Section 2 Benchmarking Data....................................................................16 Section 3 Importance-Satisfaction Analysis...............................................26 I-S Matrix Graphs...............................................30 Section 4 Tabular Data...............................................................................32 Section 5 Survey Instrument.......................................................................62 2009 Town of Westlake Resident Survey Executive Summary Report Overview and Methodology During March and April of 2009 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. The five-page survey was administered by mail and phone to a random sample of 253 households in the Town. The results for the random sample of 253 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 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. The major findings of the survey are provided on the following pages. Major Findings • Ratings of the Overall Quality of Life in Westlake. Eighty-six percent (86%) of the residents surveyed were satisfied, based upon a combination of “very satisfied” and “satisfied” responses, with the overall quality of life in Westlake; 10% of the residents were “neutral” and only 4% were “very dissatisfied” or “dissatisfied” with the quality of life in Westlake. • Ratings of Westlake As a Place to Live and Work. Ninety-one percent (91%) of the residents surveyed rated Westlake as an “excellent” or “good” place to live; 85% of residents rated Westlake as an “excellent” or “good” place to work. • Overall Satisfaction With Town Services. The highest levels of satisfaction with Town services, based upon a combination of “very satisfied” and “satisfied” responses, were: the quality of public safety services (80%), the quality of customer service provided by the Town (77%), the effectiveness of Town communication (74%) and emergency preparedness (65%). Residents were least satisfied with the Town’s efforts to manage storm water run-off (46%). • Services that should receive the most emphasis from the Town over the next two years. The Town services that residents felt were most important were: (1) public safety services, (2) Westlake Academy, (3) the maintenance of Town streets and (4) water utility services. • Willingness of Residents to Pay Property Taxes to Avoid Reductions in Current Town Service Levels and to Expand Town Services. o 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 public safety services (50%), the maintenance of streets and drainage (50%) and parks, trails and recreation programs (46%). Residents were least willing to pay a property tax to maintain public art (21%) and historic preservation in Westlake (22%). o The Town services that residents were most willing to pay a property tax to expand current service levels, based upon a combination of “very willing,” “willing” and “somewhat willing” responses, were: public safety services (38%), parks, trails and recreation programs (37%), a new fire station (36%) and the maintenance of streets and drainage (36%). Residents were least willing to pay a property tax to improve historic preservation (14%) and public art in Westlake (18%). • Police Services. The police services that residents were most satisfied with, based upon a combination of “very satisfied” and “satisfied” responses, were: the overall quality of local police protection (78%), the visibility of police in neighborhoods (77%) and with how quickly the police respond to emergencies (74%). • 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, were how quickly fire and emergency medical services personnel respond (82%) and with the overall quality of emergency medical services (77%). • Maintenance Services. Seventy-three percent (73%) of the residents surveyed were “very satisfied” or “satisfied” with the cleanliness of streets and other public areas in Westlake; 66% of residents were “very satisfied” or “satisfied” with the condition of neighborhood streets in Westlake. • 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, was the maintenance of the Town’s park (70%). Residents were least satisfied with the quality of outdoor athletic fields available to the Westlake community (32%) and the number of community parks (49%). • Communication and Citizen Engagement. The highest levels of satisfaction with the Town’s communication and citizen engagement efforts, based upon a combination of “very satisfied” and “satisfied” responses, were: the Town’s website (71%) and the efforts made by the Town to keep residents informed on local issues (71%). Residents were least satisfied with the level of public involvement in local decision making (56%). • Utility Services. The utility services that residents were most satisfied with, based upon a combination of “very satisfied” and “satisfied” responses were: residential trash collection services (90%), curbside recycling services (87%) and yard waste collection services (78%). Residents were least satisfied with the community’s household hazardous waste disposal services (53%). • Code Enforcement. The code enforcement services that residents were most satisfied with, based upon a combination of “very satisfied” and “satisfied” responses were: efforts to remove abandoned or inoperative vehicles (69%) and the enforcement of yard parking regulations (69%). • Residents generally agreed that Westlake Academy was an important asset to the community and their property. Two-thirds (67%) of the residents surveyed felt Westlake Academy adds value to the Town; 66% of residents felt Westlake Academy adds value to their property. Other Findings • Two-thirds (67%) of the residents surveyed felt “very safe” in the Town of Westlake; 30% of residents felt “safe,” none (0%) 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 the Town newsletter (71%) and e-mail from the Town (61%). • Seventy percent (70%) of residents felt the standards for commercial and residents development in Westlake were “about right,” 7% felt they were “too low,” 5% felt they were “too high” and 18% did not know. • More than half (59%) of residents were not familiar with the Town’s “Dark Sky” Plan and 41% were familiar. Of the residents who were familiar (41%) with the Town’s “Dark Sky” Plan, 86% were supportive of the plan, 11% were not supportive and 3% did not have an opinion. • Nearly three-fourths (74%) of residents felt they understood how Westlake Academy is governed and funded. Section 1: Charts and Graphs 2009 Town of Westlake Resident Survey: Draft Report ETC Institute (2009)Page 1 32% 31% 28% 24% 20% 20% 19% 32% 21% 19% 48% 46% 46% 41% 43% 41% 41% 23% 33% 27% 17% 17% 19% 28% 25% 22% 27% 22% 27% 33% 4% 6% 7% 7% 13% 16% 12% 23% 19% 22% Quality of public safety services Quality of customer service provided by the Town Effectiveness of Town communication Westlake's emergency preparedness efforts Maintenance of Town streets Quality of water utility services Quality of wastewater utility services Westlake Academy Parks, trails, and recreation programs/facilities Town efforts to manage storm water run-off 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 (May 2009 - Westlake, TX) 77% 41% 33% 33% 30% 20% 12% 12% 12% 8% 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 customer service provided by the Town Effectiveness of Town communication Quality of wastewater utility services 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. Town Services That Residents Felt Were Most Important Source: ETC Institute DirectionFinder (May 2009 - Westlake, TX) 2009 Town of Westlake Resident Survey: Draft Report ETC Institute (2009)Page 2 59% 48% 41% 28% 32% 37% 32% 41% 7% 11% 13% 17% 3% 4% 14% 14% As a place to live As a place to work As a place to retire As a community moving in the right direction 0%20%40%60%80%100% Excellent (5)Good (4)Average (3)Fair/Poor (1/2) Q3. Overall Ratings 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 (May 2009 - Westlake, TX) Q4. Overall, how safe do you feel in the Town of Westlake? by percentage of respondents Source: ETC Institute DirectionFinder (May 2009 - Westlake, TX) Very safe 67% Safe 30% Don't know 3% 2009 Town of Westlake Resident Survey: Draft Report ETC Institute (2009)Page 3 47% 25% 26% 21% 39% 45% 40% 43% 10% 20% 20% 19% 4% 10% 14% 17% Overall quality of life in the Town Overall quality of governmental services Value received for Town sales taxes and fees How well Westlake is planning growth 0%20%40%60%80%100% Very Satisfied (5)Satisfied (4)Neutral (3)Unsatisfied (1/2) Q5. 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 (May 2009 - Westlake, TX) 11% 8% 8% 5% 5% 13% 1% 2% 15% 15% 12% 11% 11% 10% 5% 6% 24% 27% 26% 24% 23% 10% 16% 13% 49% 50% 54% 60% 61% 67% 78% 80% Public safety services Maintenance of streets and drainage Parks, trails and recreation programs Storm water management Streetscaping Westlake Academy Historic preservation Public art 0%20%40%60%80%100% Very Willing (5)Willing (4)Somewhat Willing (3)Not Willing (1/2) Q6. Willingness of Westlake Residents to Pay a Property Tax to Avoid Reductions in Various 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 (May 2009 - Westlake, TX) 2009 Town of Westlake Resident Survey: Draft Report ETC Institute (2009)Page 4 8% 7% 5% 5% 11% 5% 2% 2% 12% 9% 9% 10% 10% 7% 6% 4% 4% 18% 21% 22% 21% 10% 18% 16% 12% 10% 62% 63% 64% 64% 68% 70% 76% 83% 86% Public safety services Parks, trails and recreation programs New fire station Maintenance of streets and drainage Westlake Academy Streetscaping New Town Hall Public art Historic preservation 0%20%40%60%80%100% Very Willing (5)Willing (4)Somewhat Willing (3)Not Willing (1/2) Q7. Willingness of Westlake Residents to Pay a Property Tax to Fund Expanded Levels of 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 (May 2009 - Westlake, TX) 28% 27% 34% 20% 26% 22% 50% 50% 40% 48% 40% 42% 17% 16% 25% 27% 28% 23% 5% 7% 1% 6% 6% 13% Quality of local police protection Visibility of police in neighborhoods How quickly police respond to emergencies 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) Q8a-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 (May 2009 - Westlake, TX) 2009 Town of Westlake Resident Survey: Draft Report ETC Institute (2009)Page 5 45% 39% 34% 37% 38% 41% 16% 21% 21% 3% 2% 5% How quickly emergency medical personnel respond Overall quality of emergency medical services Overall quality of fire services 0%20%40%60%80%100% Very Satisfied (5)Satisfied (4)Neutral (3)Unsatisfied (1/2) Q8g-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 (May 2009 - Westlake, TX) 23% 26% 19% 50% 40% 45% 19% 18% 27% 8% 16% 9% 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) Q8j-k. 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 (May 2009 - Westlake, TX) 2009 Town of Westlake Resident Survey: Draft Report ETC Institute (2009)Page 6 23% 20% 17% 10% 47% 33% 32% 22% 23% 23% 26% 33% 7% 25% 26% 35% Maintenance of the Town park Number of walking/biking trails Number of parks in your community Quality of outdoor athletic fields available 0%20%40%60%80%100% Very Satisfied (5)Satisfied (4)Neutral (3)Unsatisfied (1/2) Q8m-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 (May 2009 - Westlake, TX) 24% 27% 23% 22% 25% 19% 47% 44% 43% 44% 39% 37% 24% 18% 23% 24% 24% 28% 5% 11% 11% 10% 11% 16% The Town of Westlake's website Town efforts to keep residents informed Timeliness of information provided by the Town Availability of info about services and activities Usefulness of the Town newsletter Level of public involvement in local decisions 0%20%40%60%80%100% Very Satisfied (5)Satisfied (4)Neutral (3)Unsatisfied (1/2) Q8q-v. Satisfaction with Communication and Citizen Engagement 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 (May 2009 - Westlake, TX) 2009 Town of Westlake Resident Survey: Draft Report ETC Institute (2009)Page 7 31% 36% 27% 26% 19% 14% 59% 51% 51% 38% 41% 39% 6% 8% 17% 27% 31% 35% 4% 6% 4% 9% 9% 12% Residential trash collection services Curbside recycling services Yard waste collection services Bulky item pick up/removal services Household hazardous waste disposal services 0%20%40%60%80%100% Very Satisfied (5)Satisfied (4)Neutral (3)Unsatisfied (1/2) Q8w-2. 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 (May 2009 - Westlake, TX) Efforts to promote water conservation and protect water resources 27% 27% 22% 23% 23% 23% 42% 42% 44% 43% 41% 41% 25% 26% 27% 29% 26% 28% 5% 5% 6% 5% 11% 9% Enforcing yard parking regulations Efforts to remove abandoned/inoperative vehicles Enforcing exterior maint. of residential property Enforcing sign regulations 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) Q9. 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 (May 2009 - Westlake, TX) 2009 Town of Westlake Resident Survey: Draft Report ETC Institute (2009)Page 8 71% 61% 50% 46% 29% Town newsletter E-mail from the Town The Westlake First News Town website Voice messages from the Town 0%20%40%60%80% by percentage of respondents (multiple responses were allowed) Q10. Primary Sources of Information about the Town of Westlake Source: ETC Institute DirectionFinder (May 2009 - Westlake, TX) Q10-3. Have you looked at Council packets on the website? by percentage of residents who indicated they received information about Westlake from the Town's website Source: ETC Institute DirectionFinder (May 2009 - Westlake, TX) Yes 55% No 45% 2009 Town of Westlake Resident Survey: Draft Report ETC Institute (2009)Page 9 Q11. Do you think the standards for new commercial and residential development in the Town are too high, about right or too low? by percentage of respondents Source: ETC Institute DirectionFinder (May 2009 - Westlake, TX) Too high 5% About right 70% Too low 7% Don't know 18% Q12a. Are you familiar with the Town's "Dark Sky" Plan? Q12b. If YES, are you supportive of it? by percentage of respondents Source: ETC Institute DirectionFinder (May 2009 - Westlake, TX) Yes 41% No 59% Yes 86% No 11% No opinion 3% 2009 Town of Westlake Resident Survey: Draft Report ETC Institute (2009)Page 10 40% 44% 42% 40% 34% 23% 24% 26% 17% 14% 15% 19% 9% 19% 19% 15% I understand how the Academy is governed/funded Westlake Academy adds value to the Town Westlake Academy adds value to my property Westlake Academy provides quality education 0%20%40%60%80%100% Strongly Agree (5)Agree (4)Neutral (3)Disagree (1/2) Q13. 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 (May 2009 - Westlake, TX) Q14. Have you eaten at any of the Solana restaurants during the past year? by percentage of respondents Yes 68% No 32% Source: ETC Institute DirectionFinder (May 2009 - Westlake, TX) 2009 Town of Westlake Resident Survey: Draft Report ETC Institute (2009)Page 11 18-34 years 1% 35-54 years 60% 55-74 years 34% 75+ years 2% Not provided 3% Q15. Demographics: Age of Respondents by percentage of respondents Source: ETC Institute DirectionFinder (May 2009 - Westlake, TX) Q16. Demographics: How many years have you lived in Westlake? by percentage of respondents Less than 3 years 48% 4-5 years 22% 6-10 years 14% 11-20 years 6% 21+ years 10% Source: ETC Institute DirectionFinder (May 2009 - Westlake, TX) 2009 Town of Westlake Resident Survey: Draft Report ETC Institute (2009)Page 12 Q17. Do any children in grades K-12 currently live in your home? Q17a. If YES, do any of these children currently attend Westlake Academy? by percentage of respondents Source: ETC Institute DirectionFinder (May 2009 - Westlake, TX) Yes 49% No 51% Yes 53% No 47% Q17b. 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 45% No 55% Source: ETC Institute DirectionFinder (May 2009 - Westlake, TX) 2009 Town of Westlake Resident Survey: Draft Report ETC Institute (2009)Page 13 Stagecoach Hills 19% Vaquero 37% Wyck Hill 3% Glenwyck Farms 24%Mahoeta Boone 2% Other 10% None selected 5% Q18. Demographics: In which subdivision do you live? by percentage of respondents Source: ETC Institute DirectionFinder (May 2009 - Westlake, TX) Under $50,000 2% $50,000 to $149,999 19% $150,000 to $500,000 31% $500,000+ 34% Not provided 14% Q19. Demographics: Household Income by percentage of respondents Source: ETC Institute DirectionFinder (May 2009 - Westlake, TX) 2009 Town of Westlake Resident Survey: Draft Report ETC Institute (2009)Page 14 Male 52% Female 48% Q20. Demographics: Respondents Gender by percentage of respondents Source: ETC Institute DirectionFinder (May 2009 - Westlake, TX) 2009 Town of Westlake Resident Survey: Draft Report ETC Institute (2009)Page 15 Section 2: Benchmarking Data 2009 Town of Westlake Resident Survey: Draft Report ETC Institute (2009)Page 16 DirectionFinder® Survey Year 2009 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 160 cities and towns in 36 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 during October 2007 to a random sample of 2,000 residents in the continental United States and (2) survey results from 20 medium sized cities and towns (population of 20,000 to 199,999) where the DirectionFinder® survey was administered between October 2005 and May 2009. 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 20 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 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 nearly 50 areas of municipal service delivery. The mean rating is shown as a vertical line and indicates the mean ratings from ETC Institute’s national survey for residents who live in cities or towns with a population of 20,000 to 199,999. 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. 2009 Town of Westlake Resident Survey: Draft Report ETC Institute (2009)Page 17 National Benchmarks Note: The benchmarking data contained in this report is protected intellectual property. Any reproduction of the benchmarking information in this report by persons or organizations not directly affiliated with the Town of Westlake, Texas is not authorized without written consent from ETC Institute. 80% 77% 74% 65% 61% 60% 54% 46% 80% 53% 45% 54% 73% 69% 71% 62% Public safety services Overall quality of customer service Effectiveness of communication with the public Emergency preparedness efforts Water utilities Wastewater utilities Parks and recreation Stormwater runoff management 0%20%40%60%80%100% Westlake U.S. Overall Satisfaction with Various Town 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" Source: ETC Institute DirectionFinder (2009) 2009 Town of Westlake Resident Survey: Draft Report ETC Institute (2009)Page 18 86% 78% 90% 66% 40% 25% 34% 39% Overall quality of customer service Effectiveness of communication with the public Parks and recreation Stormwater runoff management 0%20%40%60%80%100% Overall Satisfaction with Various Town Services by Major Category - 2009 by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale LOW---------MEAN--------HIGH Westlake, TX 77% 54% 46% 74% Source: ETC Institute DirectionFinder (2009) 86% 70% 66% 64% 77% 53% 42% 48% Overall quality of life Overall quality of governmental services Overall value received for your tax dollars How well the community is planning for growth 0%20%40%60%80%100% Westlake U.S. Perceptions that Residents Have of the Community in Which They Live - 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" Source: ETC Institute DirectionFinder (2009) 2009 Town of Westlake Resident Survey: Draft Report ETC Institute (2009)Page 19 97% 82% 28% 25% Overall quality of life in the community Overall value received for your tax dollars 0%20%40%60%80%100% LOW---------MEAN--------HIGH Perceptions that Residents Have of the Community in Which They Live - 2009 by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale 66% Westlake, TX Source: ETC Institute DirectionFinder (2009) 86% 78% 77% 74% 66% 64% 71% 59% 69% 58% 63% Quality of local police protection Visibility of police in neighborhoods How quickly police respond to emergencies Overall efforts to prevent crime Enforcement of local traffic laws 0%20%40%60%80%100% Westlake U.S. Overall Satisfaction with Public Safety 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" Source: ETC Institute DirectionFinder (2009) 2009 Town of Westlake Resident Survey: Draft Report ETC Institute (2009)Page 20 80% 85% 79% 47% 39% 40% Visibility of police in neighborhoods Overall efforts to prevent crime Enforcement of local traffic laws 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 Various Public Safety Services Provided by Cities and Towns - 2009 77% 64% 66% Westlake, TX Source: ETC Institute DirectionFinder (2009) 73% 57% 66% 66% 57% 60% Overall cleanliness of streets/public areas Condition of major streets Condition of neighborhood streets 0%20%40%60%80%100% Westlake U.S. Overall Satisfaction with Maintenance 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: ETC Institute DirectionFinder (2009) 2009 Town of Westlake Resident Survey: Draft Report ETC Institute (2009)Page 21 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 - 2009 57% Westlake, TX Source: ETC Institute DirectionFinder (2009) 73% 70% 49% 32% 53% 74% 66% 65% 52% Maintenance of parks The number of parks Quality of outdoor athletic fields Number of walking/biking trails 0%20%40%60%80%100% Westlake U.S. Overall Satisfaction with Parks and Recreation Facilities 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" Source: ETC Institute DirectionFinder (2009) 2009 Town of Westlake Resident Survey: Draft Report ETC Institute (2009)Page 22 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 Facilities and Services Provided by Cities and Towns - 2009 70% 49% 32% 53% Westlake, TX Source: ETC Institute DirectionFinder (2009) 71% 71% 66% 66% 56% 60% 46% 48% 51% 40% Community website Efforts to keep residents informed Timeliness of information provided Availability of info about services and activities Level of public involvement in local decisions 0%20%40%60%80%100% Westlake U.S. Overall Satisfaction with Communication/ Citizen Engagement - 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: ETC Institute DirectionFinder (2009) 2009 Town of Westlake Resident Survey: Draft Report ETC Institute (2009)Page 23 84% 63% 32% 19% Availability of information about programs Level of public involvement in local decisions 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 Various Aspects of City Communications/Citizen Engagement - 2009 56% Westlake, TX Source: ETC Institute DirectionFinder (2009) 66% 64% 64% 66% 66% 69% 69% 52% 49% 48% 60% 58% 57% Enforcing clean up of junk/debris Enforcing mowing/cutting of weeds and grass Enforcing exterior maint. of residential property Enforcing sign regulations Enforcing yard parking regulations City efforts to remove abandoned vehicles 0%20%40%60%80%100% Westlake U.S. Overall Satisfaction with the Enforcement of Codes and Ordinances - 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: ETC Institute DirectionFinder (2009) 2009 Town of Westlake Resident Survey: Draft Report ETC Institute (2009)Page 24 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 the Enforcement of Codes and Ordinances by Cities and Towns - 2009 64% 66% Westlake, TX Source: ETC Institute DirectionFinder (2009) 2009 Town of Westlake Resident Survey: Draft Report ETC Institute (2009)Page 25 Section 3: Importance-Satisfaction Analysis 2009 Town of Westlake Resident Survey: Draft Report ETC Institute (2009)Page 26 2009 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 first, second, and third 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-seven percent (77%) of residents ranked public safety as the most important Town service. With regard to satisfaction, public safety was ranked first overall with 80% 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, 77% was multiplied by 20% (1-0.80). This calculation yielded an I-S rating of 0.1540, which was ranked second out of the ten major service categories. 2009 Town of Westlake Resident Survey: Draft Report ETC Institute (2009)Page 27 The maximum rating is 1.00 and would be achieved when 100% of the respondents select an activity as one of their top three choices for the Town to emphasize 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 three most important areas for the Town to emphasize. 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 page. 2009 Town of Westlake Resident Survey: Draft Report ETC Institute (2009)Page 28 Importance-Satisfaction Rating 2009 Town of Westlake Resident Survey OVERALL 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 41%255%80.18451 Quality of public safety services 77%180%10.15402 Parks, trails, and recreation programs/facilities 30%554%90.13803 Quality of water utility services 33%461%60.12874 Maintenance of Town streets 33%363%50.12215 Medium Priority (IS <.10) Westlake's emergency preparedness efforts 20%665%40.07006 Town efforts to manage storm water run-off 12%746%100.06487 Quality of wastewater utility services 8%1060%70.03208 Effectiveness of Town communication 12%974%30.03129 Quality of customer service provided by the Town 12%877%20.027610 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 thought should receive the most emphasis over the next two years. 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. © 2009 DirectionFinder by ETC Institute 2009 Town of Westlake Resident Survey: Draft Report ETC Institute (2009)Page 29 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. The matrix chart showing the results for Westlake is provided on the following page. 2009 Town of Westlake Resident Survey: Draft Report ETC Institute (2009)Page 30 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 0 9 T o w n o f W e s t l a k e Re 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 -O v e r a l l 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 an 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 h 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 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 0 9 ) 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 pr o g r a m s a n d f a c i l i t i e s Ef f o r t s t o m a n a g e s t 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 ut i l i t y s e r v i c e s We s t l a k e Ac 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 0 9 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 : D r a f t R e p o r t ET C I n s t i t u t e ( 2 0 0 9 ) page 31 Section 4: Tabular Data 2009 Town of Westlake Resident Survey: Draft Report ETC Institute (2009)Page 32 Q1. Please rate your satisfaction with the following services provided by the Town of Westlake using a scale of 1 to 5 where 5 means "very satisfied" and 1 means "very dissatisfied." (N=253) Very Very Don't Satisfied Satisfied Neutral Dissatisfied Dissatisfied Know Q1a. Quality of public safety services 29.6% 44.7% 16.2% 2.8% 0.8% 5.9% Q1b. Overall efforts to ensure the community is prepared for emergencies 18.6% 32.0% 21.7% 3.2% 2.0% 22.5% Q1c. Overall maintenance of Town streets 19.4% 42.3% 24.9% 11.9% 0.8% 0.8% Q1d. Overall effectiveness of communication 27.3% 45.5% 19.0% 4.3% 2.0% 2.0% Q1e. Overall quality of water utility services 19.0% 39.1% 20.9% 10.7% 4.7% 5.5% Q1f. Overall quality of wastewater utility services 15.8% 34.0% 22.5% 5.5% 4.3% 17.8% Q1g. Quality of parks, trails, and recreation programs and facilities 19.4% 30.0% 24.9% 13.0% 4.0% 8.7% Q1h. Overall quality of customer service 29.2% 43.1% 15.4% 3.6% 2.0% 6.7% Q1i. Overall efforts to manage storm water run-off 15.0% 22.1% 26.5% 11.9% 5.5% 19.0% Q1j. Westlake Academy 27.3% 19.0% 18.6% 8.7% 10.7% 15.8% 2009 Town of Westlake Resident Survey: Draft Report ETC Institute (2009)Page 33 EXCLUDING DON’T KNOW Q1. Please rate your satisfaction with the following services provided by the Town of Westlake using a scale of 1 to 5 where 5 means "very satisfied" and 1 means "very dissatisfied." (excluding "don't knows") (N=253) Very Very Satisfied Satisfied Neutral Dissatisfied Dissatisfied Q1a. Quality of public safety services 31.5% 47.5% 17.2% 2.9% 0.8% Q1b. Overall efforts to ensure the Community is prepared for emergencies 24.0% 41.3% 28.1% 4.1% 2.6% Q1c. Overall maintenance of Town streets 19.5% 42.6% 25.1% 12.0% 0.8% Q1d. Overall effectiveness of communication 27.8% 46.4% 19.4% 4.4% 2.0% Q1e. Overall quality of water utility services 20.1% 41.4% 22.2% 11.3% 5.0% Q1f. Overall quality of wastewater utility services 19.2% 41.3% 27.4% 6.7% 5.3% Q1g. Quality of parks, trails, and recreation programs and facilities 21.2% 32.9% 27.3% 14.3% 4.3% Q1h. Overall quality of customer service 31.4% 46.2% 16.5% 3.8% 2.1% Q1i. Overall efforts to manage storm water run-off 18.5% 27.3% 32.7% 14.6% 6.8% Q1j. Westlake Academy 32.4% 22.5% 22.1% 10.3% 12.7% 2009 Town of Westlake Resident Survey: Draft Report ETC Institute (2009)Page 34 Q2. Which THREE services listed in Question #1 are most important to you? Q2. Top choice Number Percent A=Public safety services 119 47.0 % B=Community's preparedness for emergencies 2 0.8 % C=Overall maintenance of Town streets 3 1.2 % D=Effectiveness of communication 7 2.8 % E=Water utility services 21 8.3 % F=Wastewater utility services 2 0.8 % G=Quality of recreation programs and facilities 8 3.2 % H=Quality of customer service provided by the Town 3 1.2 % I=Storm water run-off 5 2.0 % J=Westlake Academy 70 27.7 % Z=None chosen 13 5.1 % Total 253 100.0 % Q2. Which THREE services listed in Question #1 are most important to you? Q2. 2nd choice Number Percent A=Public safety services 52 20.6 % B=Community's preparedness for emergencies 27 10.7 % C=Overall maintenance of Town streets 36 14.2 % D=Effectiveness of communication 7 2.8 % E=Water utility services 38 15.0 % F=Wastewater utility services 8 3.2 % G=Quality of recreation programs and facilities 43 17.0 % H=Quality of customer service provided by the Town 12 4.7 % I=Storm water run-off 1 0.4 % J=Westlake Academy 15 5.9 % Z=None chosen 14 5.5 % Total 253 100.0 % 2009 Town of Westlake Resident Survey: Draft Report ETC Institute (2009)Page 35 Q2. Which THREE services listed in Question #1 are most important to you? Q3. 3rd choice Number Percent A=Public safety services 23 9.1 % B=Community's preparedness for emergencies 21 8.3 % C=Overall maintenance of Town streets 45 17.8 % D=Effectiveness of communication 15 5.9 % E=Water utility services 24 9.5 % F=Wastewater utility services 11 4.3 % G=Quality of recreation programs and facilities 26 10.3 % H=Quality of customer service provided by the Town 16 6.3 % I=Storm water run-off 25 9.9 % J=Westlake Academy 18 7.1 % Z=None chosen 29 11.5 % Total 253 100.0 % Q2. Which THREE services listed in Question #1 are most important to you? (sum of top three choices) Q2.Sum of Top Three Choices Number Percent A = Public safety services 194 76.7 % B = Community's preparedness for emergencies 50 19.8 % C = Overall maintenance of Town streets 84 33.2 % D = Effectiveness of communication 29 11.5 % E = Water utility services 83 32.8 % F = Wastewater utility services 21 8.3 % G = Quality of recreation programs and facilities 77 30.4 % H = Quality of customer service provided by the Town 31 12.3 % I = Storm water run-off 31 12.3 % J = Westlake Academy 103 40.7 % Z = None chosen 13 5.1 % Total 716 2009 Town of Westlake Resident Survey: Draft Report ETC Institute (2009)Page 36 Q3. Please rate Westlake with regard to the following using a scale of 1 to 5 where 5 means "excellent" and 1 means "poor." (N=253) Don't Excellent Good Average Fair Poor Know Q3a. As a place to live 58.5% 31.6% 6.7% 2.0% 0.8% 0.4% Q3b. As a place to work 17.8% 13.8% 4.0% 0.8% 0.8% 62.8% Q3c. As a place to retire 32.4% 25.3% 10.3% 6.7% 4.0% 21.3% Q3d. As a community moving in the right direction 27.3% 39.5% 16.2% 7.1% 5.9% 4.0% EXCLUDING DON’T KNOW Q3. Please rate Westlake with regard to the following using a scale of 1 to 5 where 5 means "excellent" and 1 means "poor." (excluding "don't knows") (N=253) Excellent Good Average Fair Poor Q3a. As a place to live 58.7% 31.7% 6.7% 2.0% 0.8% Q3b. As a place to work 47.9% 37.2% 10.6% 2.1% 2.1% Q3c. As a place to retire 41.2% 32.2% 13.1% 8.5% 5.0% Q3d. As a community moving in the right direction 28.4% 41.2% 16.9% 7.4% 6.2% Q4. Overall, how safe do you feel in the Town of Westlake? Q4. How safe do you feel Number Percent 1=Very unsafe 1 0.4 % 3=Safe 76 30.0 % 4=Very safe 170 67.2 % 9=Don't know 6 2.4 % Total 253 100.0 % 2009 Town of Westlake Resident Survey: Draft Report ETC Institute (2009)Page 37 Q5. Please rate each following item on a scale of 1 to 5 where 5 means "very satisfied" and 1 means "very dissatisfied." (N=253) Very Very Don't Satisfied Satisfied Neutral Dissatisfied dissatisfied Know Q5a. Value received for the Town sales tax and fees 23.7% 37.5% 18.6% 9.1% 4.0% 7.1% Q5b. Quality of government Services provided by the Town 23.7% 41.9% 18.6% 7.5% 1.6% 6.7% Q5c. Overall quality of life 47.4% 38.7% 9.9% 3.6% 0.4% 0.0% Q5d. How well the Town is planning for growth 17.8% 37.2% 16.6% 9.5% 4.7% 14.2% EXCLUDING DON’T KNOW Q5. Please rate each following item on a scale of 1 to 5 where 5 means "very satisfied" and 1 means "very dissatisfied." (excluding "don't knows") (N=253) Very Very Satisfied Satisfied Neutral Dissatisfied dissatisfied Q5a. Value received for the Town sales tax and fees 25.5% 40.4% 20.0% 9.8% 4.3% Q5b. Quality of government services Provided by the Town 25.4% 44.9% 19.9% 8.1% 1.7% Q5c. Overall quality of life 47.4% 38.7% 9.9% 3.6% 0.4% Q5d. How well the Town is planning for growth 20.7% 43.3% 19.4% 11.1% 5.5% 2009 Town of Westlake Resident Survey: Draft Report ETC Institute (2009)Page 38 Q6. 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: (N=253) Very Somewhat Not willing Don't Willing Willing Willing Not Willing at All Know Q6a. Public safety services 11.1% 15.0% 24.1% 20.9% 28.1% 0.8% Q6b. Maintenance of streets & drainage 7.5% 15.0% 26.9% 22.9% 26.9% 0.8% Q6c. Westlake Academy 12.6% 9.5% 10.3% 19.0% 47.8% 0.8% Q6d. Historic preservation 0.8% 5.1% 15.4% 25.7% 51.8% 1.2% Q6e. Streetscaping 5.1% 10.7% 22.9% 24.9% 35.2% 1.2% Q6f. Parks, trails, & recreation programs 7.5% 11.5% 26.1% 23.7% 30.0% 1.2% Q6g. Storm water management 4.3% 10.7% 22.5% 23.3% 33.2% 5.9% Q6h. Public art 1.6% 5.5% 12.3% 22.5% 56.1% 2.0% 2009 Town of Westlake Resident Survey: Draft Report ETC Institute (2009)Page 39 EXCLUDING DON’T KNOW Q6. 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: (excluding "don't knows") (N=253) Very Somewhat Not willing Willing Willing Willing Not Willing at All Q6a. Public safety services 11.2% 15.1% 24.3% 21.1% 28.3% Q6b. Maintenance of streets & drainage 7.6% 15.1% 27.1% 23.1% 27.1% Q6c. Westlake Academy 12.7% 9.6% 10.4% 19.1% 48.2% Q6d. Historic preservation 0.8% 5.2% 15.6% 26.0% 52.4% Q6e. Streetscaping 5.2% 10.8% 23.2% 25.2% 35.6% Q6f. Parks, trails, & recreation programs 7.6% 11.6% 26.4% 24.0% 30.4% Q6g. Storm water management 4.6% 11.3% 23.9% 24.8% 35.3% Q6h. Public art 1.6% 5.6% 12.5% 23.0% 57.3% 2009 Town of Westlake Resident Survey: Draft Report ETC Institute (2009)Page 40 Q7. 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: (N=253) Very Somewhat Not willing Don't Willing Willing Willing Not Willing at All Know Q7a. Public safety services 7.9% 11.9% 17.8% 21.7% 39.5% 1.2% Q7b. Maintenance of streets & drainage 4.7% 9.5% 20.9% 22.1% 40.7% 2.0% Q7c. Westlake Academy 11.1% 10.3% 10.3% 17.4% 49.8% 1.2% Q7d. Historic preservation 0.0% 4.0% 9.9% 26.9% 56.5% 2.8% Q7e. Streetscaping 4.7% 7.1% 17.4% 26.5% 41.9% 2.4% Q7f. Parks, trails, & recreation programs 6.7% 9.1% 20.6% 21.7% 39.9% 2.0% Q7g. New fire station 5.1% 8.7% 20.9% 19.8% 41.9% 3.6% Q7h. New Town hall 1.6% 5.9% 15.8% 28.5% 44.7% 3.6% Q7i. Public art 1.6% 3.6% 11.5% 20.6% 59.7% 3.2% 2009 Town of Westlake Resident Survey: Draft Report ETC Institute (2009)Page 41 EXCLUDING DON’T KNOW Q7. 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: (excluding "don't knows") (N=253) Very Somewhat Not willing Willing Willing Willing Not Willing at All Q7a. Public safety services 8.0% 12.0% 18.0% 22.0% 40.0% Q7b. Maintenance of streets & drainage 4.8% 9.7% 21.4% 22.6% 41.5% Q7c. Westlake Academy 11.2% 10.4% 10.4% 17.6% 50.4% Q7d. Historic preservation 0.0% 4.1% 10.2% 27.6% 58.1% Q7e. Streetscaping 4.9% 7.3% 17.8% 27.1% 42.9% Q7f. Parks, trails, & recreation programs 6.9% 9.3% 21.0% 22.2% 40.7% Q7g. New fire station 5.3% 9.0% 21.7% 20.5% 43.4% Q7h. New Town hall 1.6% 6.1% 16.4% 29.5% 46.3% Q7i. Public art 1.6% 3.7% 11.8% 21.2% 61.6% 2009 Town of Westlake Resident Survey: Draft Report ETC Institute (2009)Page 42 Q8a-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=253) Very Very Don't Satisfied Satisfied Neutral Dissatisfied Dissatisfied Know Q8a. Quality of local police protection 26.9% 47.8% 15.8% 4.0% 0.4% 5.1% Q8b. Visibility of police in neighborhoods 25.7% 47.0% 15.4% 5.9% 0.4% 5.5% Q8c. How quickly police respond to emergencies 20.9% 24.5% 15.0% 0.0% 0.8% 38.7% Q8d. Efforts to prevent crime 19.0% 28.5% 20.2% 3.2% 1.2% 28.1% Q8e. Level of traffic enforcement 20.9% 39.9% 21.3% 8.3% 4.0% 5.5% Q8f. Municipal court services 15.8% 37.9% 20.9% 3.6% 0.8% 20.9% 2009 Town of Westlake Resident Survey: Draft Report ETC Institute (2009)Page 43 EXCLUDING DON’T KNOW Q8a-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: (excluding “don’t know”) (N=253) Very Very Satisfied Satisfied Neutral Dissatisfied Dissatisfied Q8a. Quality of local police protection 28.3% 50.4% 16.7% 4.2% 0.4% Q8b. Visibility of police in neighborhoods 27.2% 49.8% 16.3% 6.3% 0.4% Q8c. Quickly the police respond to emergencies 34.2% 40.0% 24.5% 0.0% 1.3% Q8d. Efforts to prevent crime 26.4% 39.6% 28.0% 4.4% 1.6% Q8e. Level of traffic enforcement 22.2% 42.3% 22.6% 8.8% 4.2% Q8f. Municipal court services 20.0% 48.0% 26.5% 4.5% 1.0% 2009 Town of Westlake Resident Survey: Draft Report ETC Institute (2009)Page 44 Q8g-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=253) Very Very Don't Satisfied Satisfied Neutral Dissatisfied Dissatisfied Know Q8g. Overall quality of fire services 23.7% 28.5% 14.2% 2.0% 1.2% 30.4% Q8h. Quality of emergency medical services 25.3% 24.9% 13.4% 1.2% 0.4% 34.8% Q8i. How quickly fire/emergency medical service personnel respond to emergencies 27.3% 22.9% 9.5% 0.8% 0.8% 38.7% EXCLUDING DON’T KNOW Q8g-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: (excluding “don’t know”) (N=253) Very Very Satisfied Satisfied Neutral Dissatisfied Dissatisfied Q8g. Overall quality of fire services 34.1% 40.9% 20.5% 2.8% 1.7% Q8h. Quality of emergency medical services 38.8% 38.2% 20.6% 1.8% 0.6% Q8i. How quickly fire/emergency medical service personnel respond to emergencies 44.5% 37.4% 15.5% 1.3% 1.3% 2009 Town of Westlake Resident Survey: Draft Report ETC Institute (2009)Page 45 Q8j-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=253) Very Very Don't Satisfied Satisfied Neutral Dissatisfied Dissatisfied Know Q8j. Condition of major streets 19.0% 44.3% 26.1% 8.3% 0.4% 2.0% Q8k. Condition of streets in neighborhood 24.9% 39.1% 17.8% 13.0% 2.4% 2.8% Q8l. Cleanliness of streets/ other public areas 22.9% 48.6% 19.0% 6.3% 1.2% 2.0% EXCLUDING DON’T KNOW Q8j-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: (excluding “don’t know”) (N=253) Very Very Satisfied Satisfied Neutral Dissatisfied Dissatisfied Q8j. Condition of major streets 19.4% 45.2% 26.6% 8.5% 0.4% Q8k. Condition of streets in neighborhood 25.6% 40.2% 18.3% 13.4% 2.4% Q8l. Cleanliness of streets/other public Areas 23.4% 49.6% 19.4% 6.5% 1.2% 2009 Town of Westlake Resident Survey: Draft Report ETC Institute (2009)Page 46 Q8m-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=253) Very Very Don't Satisfied Satisfied Neutral Dissatisfied Dissatisfied Know Q8m. Maintenance of the Town park 16.6% 34.0% 16.6% 4.7% 0.4% 27.7% Q8n. Number of parks in community 13.4% 25.7% 20.9% 11.9% 9.5% 18.6% Q8o. Number of walking/ biking trails 17.0% 28.1% 19.4% 10.3% 11.1% 14.2% Q8p. Quality of outdoor athletic fields 6.7% 15.8% 23.3% 13.8% 11.1% 29.2% EXCLUDING DON’T KNOW Q8m-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: (excluding “don’t knows”) (N=253) Very Very Satisfied Satisfied Neutral Dissatisfied Dissatisfied Q8m. Maintenance of the Town park 23.0% 47.0% 23.0% 6.6% 0.5% Q8n. Number of parks in community 16.5% 31.6% 25.7% 14.6% 11.7% Q8o. Number of walking/biking trails 19.8% 32.7% 22.6% 12.0% 12.9% Q8p. Quality of outdoor athletic fields 9.5% 22.3% 33.0% 19.6% 15.6% 2009 Town of Westlake Resident Survey: Draft Report ETC Institute (2009)Page 47 Q8q-v. COMMUNICATION/CITIZEN ENGAGEMENT. 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=253) Very Very Don't Satisfied Satisfied Neutral Dissatisfied Dissatisfied Know Q8q. Availability of information about Town services and activities 21.3% 41.9% 22.5% 8.3% 1.6% 4.3% Q8r. Timeliness of information provided by the Town 21.7% 41.1% 21.3% 8.3% 2.4% 5.1% Q8s. Efforts by the Town to keep people informed about local issues 26.1% 41.5% 17.0% 8.3% 2.4% 4.7% Q8t. Usefulness of the Town newsletter 23.7% 36.8% 22.5% 5.5% 5.1% 6.3% Q8u. The Town of Westlake's website 20.9% 40.7% 20.6% 1.2% 3.2% 13.4% Q8v. The level of public involvement in local decisions 16.6% 32.0% 24.1% 7.1% 6.7% 13.4% 2009 Town of Westlake Resident Survey: Draft Report ETC Institute (2009)Page 48 EXCLUDING DON’T KNOW Q8q-v. COMMUNICATION/CITIZEN ENGAGEMENT. 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: (excluding “don’t knows”) (N=253) Very Very Satisfied Satisfied Neutral Dissatisfied Dissatisfied Q8q. Availability of Information about Town services 22.3% 43.8% 23.6% 8.7% 1.7% Q8r. Timeliness of information provided by the Town 22.9% 43.3% 22.5% 8.8% 2.5% Q8s. Efforts by the Town to keep people informed about local issues 27.4% 43.6% 17.8% 8.7% 2.5% Q8t. Usefulness of the Town newsletter 25.3% 39.2% 24.1% 5.9% 5.5% Q8u. The Town of Westlake's website 24.2% 47.0% 23.7% 1.4% 3.7% Q8v. The level of public involvement in local decisions 19.2% 37.0% 27.9% 8.2% 7.8% 2009 Town of Westlake Resident Survey: Draft Report ETC Institute (2009)Page 49 Q8w-2. 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 Don't Satisfied Satisfied Neutral Dissatisfied Dissatisfied Know Q8w. Residential trash collection services 30.4% 57.3% 5.9% 2.0% 2.0% 2.4% Q8x. Curbside recycling services 34.8% 49.4% 7.5% 3.6% 2.0% 2.8% Q8y. Yard waste collection services 22.1% 41.5% 13.8% 1.6% 2.0% 19.0% Q8z. Bulky item pick up/ removal services 19.0% 27.7% 19.4% 4.0% 2.4% 27.7% Q8-1. Efforts to promote water conservation & protect water resources 15.4% 34.0% 25.7% 4.0% 3.2% 17.8% Q8-2. Household hazardous waste disposal service 9.1% 24.5% 22.1% 4.7% 2.8% 36.8% 2009 Town of Westlake Resident Survey: Draft Report ETC Institute (2009)Page 50 EXCLUDING DON’T KNOW Q8w-2. 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: (excluding "don't knows") (N=253) Very Very Satisfied Satisfied Neutral Dissatisfied Dissatisfied Q8w. Residential trash collection services 31.2% 58.7% 6.1% 2.0% 2.0% Q8x. Curbside recycling services 35.8% 50.8% 7.7% 3.7% 2.0% Q8y. Yard waste collection services 27.3% 51.2% 17.1% 2.0% 2.4% Q8z. Bulky item pick up/removal services 26.2% 38.3% 26.8% 5.5% 3.3% Q8-1. Efforts to promote water conservation & protect water resources 18.8% 41.3% 31.3% 4.8% 3.8% Q8-2. Household hazardous waste disposal service 14.4% 38.8% 35.0% 7.5% 4.4% 2009 Town of Westlake Resident Survey: Draft Report ETC Institute (2009)Page 51 Q9. 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: (N=253) Very Very Don't Satisfied Satisfied Neutral Dissatisfied Dissatisfied Know Q9a. Enforcing the clean up of junk & debris on private property 20.2% 35.2% 22.5% 5.9% 3.2% 13.0% Q9b. Enforcing the mowing & cutting of weeds & grass on private property 20.2% 36.0% 24.9% 3.6% 4.0% 11.5% Q9c. Enforcing the exterior maintenance of residential property 19.4% 38.3% 23.3% 3.2% 2.4% 13.4% Q9d. Enforcing sign regulations 19.0% 35.2% 23.7% 2.4% 1.6% 18.2% Q9e. Enforcement of yard parking regulations 24.1% 37.2% 22.1% 2.8% 2.0% 11.9% Q9f. Efforts to remove abandoned or inoperative vehicles 19.4% 29.6% 18.6% 0.8% 2.8% 28.9% 2009 Town of Westlake Resident Survey: Draft Report ETC Institute (2009)Page 52 EXCLUDING DON’T KNOW Q9. 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: (excluding "don't knows") (N=253) Very Very Satisfied Satisfied Neutral Dissatisfied Dissatisfied Q9a. Enforcing the clean up of junk & debris on private property 23.2% 40.5% 25.9% 6.8% 3.6% Q9b. Enforcing the mowing & cutting of weeds & grass on private property 22.8% 40.6% 28.1% 4.0% 4.5% Q9c. Enforcing the exterior maintenance of residential property 22.4% 44.3% 26.9% 3.7% 2.7% Q9d. Enforcing sign regulations 23.2% 43.0% 29.0% 2.9% 1.9% Q9e. Enforcement of yard parking regulations 27.4% 42.2% 25.1% 3.1% 2.2% Q9f. Efforts to remove abandoned or inoperative vehicles 27.2% 41.7% 26.1% 1.1% 3.9% 2009 Town of Westlake Resident Survey: Draft Report ETC Institute (2009)Page 53 Q10. From which of the following sources do you get information about the Town of Westlake? Q10. Top source Number Percent 1 = Email from the Town 155 61.3 % 2 = Town newsletter 180 71.1 % 3 = Town website 115 45.5 % 4 = Voice messages from the Town 72 28.5 % 5 = The Westlake First News 127 50.2 % 9 = None chosen 6 2.4 % Total 655 Q10-3. Have you looked at Council packets on the website? Q10-3. Looked at Council packets on website Number Percent Yes 37 55.2 % No 30 44.8 % Total 67 100.0 % 2009 Town of Westlake Resident Survey: Draft Report ETC Institute (2009)Page 54 Q11. Do you think the standards for new commercial and residential development in the Town of Westlake are too high, about right, or too low? Q11. Standards for new commercial and residential development Number Percent 1=Too high 12 4.8 % 2=About right 176 69.8 % 3=Too low 17 6.7 % 9=Don't know 47 18.7 % Total 252 100.0 % Q12. Are you familiar with the Town's "Dark Sky" Plan? Q12a. Familiar with the Town's "Dark Sky" Plan Number Percent 1=Yes 104 41.3 % 2=No 148 58.7 % Total 252 100.0 % Q12b. If yes, are you supportive of it? Q12b. Supportive of the plan Number Percent 1=Yes 89 86.4 % 2=No 11 10.7 % 9=No opinion 3 2.9 % Total 103 100.0 % 2009 Town of Westlake Resident Survey: Draft Report ETC Institute (2009)Page 55 Q13. 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=253) Strongly Strongly Don't Agree Agree Neutral Disagree Disagree Know Q13a. Westlake Academy provides quality education 34.4% 22.1% 16.2% 5.1% 7.9% 14.2% Q13b. How Westlake Academy is governed & funded 34.4% 29.2% 15.0% 3.2% 4.3% 13.8% Q13c. Westlake Academy adds value to the Town 42.7% 21.7% 13.8% 8.7% 9.5% 3.6% Q13d. Westlake Academy adds value to property 39.1% 22.5% 13.4% 6.3% 11.5% 7.1% EXCLUDING DON’T KNOW Q13. 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: (excluding "don't knows") (N=253) Strongly Strongly Agree Agree Neutral Disagree Disagree Q13a. Westlake Academy provides quality education 40.1% 25.8% 18.9% 6.0% 9.2% Q13b. How Westlake Academy is governed & funded 39.9% 33.9% 17.4% 3.7% 5.0% Q13c. Westlake Academy adds value to the Town 44.3% 22.5% 14.3% 9.0% 9.8% Q13d. Westlake Academy adds value to property 42.1% 24.3% 14.5% 6.8% 12.3% 2009 Town of Westlake Resident Survey: Draft Report ETC Institute (2009)Page 56 Q14. Have you eaten at any of the Solana restaurants during the past year? Q14. Dining at any of the Solana restaurants Number Percent 1=Yes 171 67.6 % 2=No 82 32.4 % Total 253 100.0 % Q15. What is your age? Q15. Age Number Percent 1=18-34 3 1.2 % 2=35-54 153 60.5 % 3=55-74 85 33.6 % 4=75+ 4 1.6 % 9=Not provided 8 3.2 % Total 253 100.0 % Q16. How many years have you lived in Westlake? Q16. Years lived in Westlake Number Percent 1=3 or less 112 47.9 % 2=4 or 5 52 22.2 % 3=6 to 10 32 13.7 % 4=11 to 20 14 6.0 % 5=21+ 24 10.3 % Total 234 100.0 % 2009 Town of Westlake Resident Survey: Draft Report ETC Institute (2009)Page 57 Q17. Do any children in grades K-12 currently live in your household? Q17. Any children of K-12 live in household Number Percent 1=Yes 122 48.6 % 2=No 129 51.4 % Total 251 100.0 % Q17a. If yes to Question #17, do any of these children currently attend Westlake Academy? Q17a. Any children attend Westlake Academy Number Percent 1=Yes 63 52.5 % 2=No 57 47.5 % Total 120 100.0 % Q17b. If NO to Question #17a, did any of these children previously attend Westlake Academy? Q17b. Any children previously attended Westlake Academy Number Percent 1=Yes 25 44.6 % 2=No 31 55.4 % Total 56 100.0 % 2009 Town of Westlake Resident Survey: Draft Report ETC Institute (2009)Page 58 Q17c. If yes to Question #17b, why did they stop attending Westlake Academy? Q17c If yes why did they stop attending BAD EXPERIENCE WITH 2ND GRADE EDUCATION IS INDISPUTABLY INFERIOR INFERIOR EDUCATION AND POOR LEADERSHIP LACK OF QUALITY EDUCATION; OTHERS ARE BETTER THERE ARE LIMITED CHOICES THERE WE ARE CURRENTLY LIVING IN THE COUNTRY I AM NOT HAPPY WITH THE SCHOOL AND THE PROGRAMS POOR EDUCATION POOR LEADERSHIP AND LOW QUALITY THERE IS POOR MANAGEMENT OF THE SCHOOL THERE IS POOR QUALITY OF EDUCATION MY CHILD’S TEACHER COULD NOT HANDLE DYSLEXIA THE CURRICULUM WAS TOO DIFFICULT IT IS A TOO SMALL AND HOSTILE ENVIRONMENT THE SCHOOL IS TOO SMALL, WITH LIMITED COURSES OFFERED IT IS UNACCEPTABLE; THERE IS POOR QUALITY OF EDUCATION VERY POOR QUALITY OF EDUCATION WLA CANNOT COMPETE ACADEMICALLY 2009 Town of Westlake Resident Survey: Draft Report ETC Institute (2009)Page 59 Q18. In which subdivision do you live? Q18. Subdivision Number Percent 1=Stagecoach Hills 47 18.6 % 2=Vaquero 95 37.5 % 3=Wyck Hill 9 3.6 % 4=Glenwyck Farms 60 23.7 % 5=Mahotea Boone 5 2.0 % 6=Other 25 9.9 % 9=None selected 12 4.7 % Total 253 100.0 % Q18. Other Q18 Other 1559 DOVE RD STONEHURST PEARSON LANE ASPEN ASPEN LANE ASPEN LANE ASPEN LANE DOVE RD ASPEN LANE PEARSON LN ASPEN LN PEARSON KNIGHT KNIGHT PAIGEBROOKE PAIGEBROOKE 2009 Town of Westlake Resident Survey: Draft Report ETC Institute (2009)Page 60 Q19. Which of the following best describes your total annual household income? Q19. Total annual household income Number Percent Under $50K 5 2.0 % $50K-$149,999 48 19.2 % $150K-$500K 78 31.2 % $500K+ 85 34.0 % None chosen 34 13.6 % Total 250 100.0 % Q20. Gender: Q20. Gender Number Percent 1=Male 132 52.2 % 2=Female 121 47.8 % Total 253 100.0 % 2009 Town of Westlake Resident Survey: Draft Report ETC Institute (2009)Page 61 Section 5: Survey Instrument 2009 Town of Westlake Resident Survey: Draft Report ETC Institute (2009)Page 62 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