The URL can be used to link to this page

Home My WebLink About2015 Resident Survey Appendix A - Benchmarking Analysis 222000111555 TTTooowwwnnn ooofff WWWeeessstttlllaaakkkeee RRReeesssiiidddeeennnttt SSSuuurrrvvveeeyyy AAAppppppeeennndddiiixxx AAA::: BBBeeennnccchhhmmmaaarrrkkkiiinnnggg AAAnnnaaalllyyysssiiisss 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 September 2015 ...helping organizations make better decisions since 1982 B e n c h m a r k i n g A n a l y s i s Benchmarking Summary Report Westlake, Texas 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 230 cities in 43 states. Most participating cities conduct the survey on an annual or biennial basis. This report contains benchmarking data from three sources: (1) a national survey that was administered by ETC Institute during the fall of 2014 to a random sample of over 4,000 residents across the United States, (2) a regional survey that was administered to a random sample of over 400 residents in the Southwest region of the United States during the fall of 2014, and (3) individual communities with a population of less than 50,000 where ETC Institute had administered the DirectionFinder Survey between January 2012 and July 2015; the 31 communities included in this comparisons are listed below.  Bensenville, IL  Clayton, MO  Chickasha, OK  Coffeyville, KS  Edgerton, KS  Garden City, KS  Gardner, KS  Hallandale Beach, FL  Harrisonville, MO  Hyattsville, MD  Indian Trail, NC  Johnston, IA  Junction City, KS  Knoxville, IA  Lenexa, KS  Merriam, KS  Mission, KS  Mountain Brook, AL  Narragansett, RI  North Kansas City, MO  Platte City, MO  Raymore, MO  Rio Blanco, CO  Riverside, MO  Rolla, MO  Saint Joseph, MO  Vestavia Hills, AL  Village of Pinehurst, NC  Wentzville, MO  Westlake, TX  Winchester, VA Town of Westlake 2015 Resident Survey: Appendix A - Benchmarking Analysis ETC Institute (2015)A - 1 B e n c h m a r k i n g A n a l y s i s Interpreting the Charts National Benchmarks. The first set of charts on the following pages show how the overall results for Westlake compare to the national average and southwest regional average based on the results of an annual survey that was administered by ETC Institute to a random sample of more than 4,000 U.S. residents across the U.S., and over 400 residents in the southwest region of the U.S. Performance Ranges. The second set of charts show the highest, lowest, and average (mean) levels of satisfaction in the 31 communities listed on the previous page. The mean rating is shown as a vertical line, which indicates the average level of satisfaction for the 31 communities. 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 with a population of less than 50,000 where the DirectionFinder® survey has been administered since 2012. Town of Westlake 2015 Resident Survey: Appendix A - Benchmarking Analysis ETC Institute (2015)A - 2 96% 92% 92% 90% 78% 73% 82% 58% 55% 50% 67% 81% 50% 54% 49% Westlake's emergency preparedness efforts Quality of public safety services Effectiveness of Town communication Overall customer service provided by Town Overall code enforcement 0% 20% 40% 60% 80% 100% Westlake Southwest 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) Overall Satisfaction with Major Categories of Town Services - Westlake vs. the U.S Source: 2015 ETC Institute Town of Westlake 2015 Resident Survey: Appendix A - Benchmarking Analysis ETC Institute (2015)A - 3 85% 71% 57% 47% 57% 42% Overall quality of governmental services Value received from City tax dollars and fees 0% 20% 40% 60% 80% 100% Westlake Southwest 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) Satisfaction with Issues that Influence Perceptions of the Town Westlake vs. the U.S Source: 2015 ETC Institute 89% 83% 81% 73% 70% 69% 64% 75% 69% 56% 69% 61% 74% 65% 59% Police response time to emergencies Efforts of the Town to prevent crime Local police protection Level of traffic enforcement Visibility of police in neighborhoods 0% 20% 40% 60% 80% 100% Westlake Southwest 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: 2015 ETC Institute Town of Westlake 2015 Resident Survey: Appendix A - Benchmarking Analysis ETC Institute (2015)A - 4 88% 85% 85% 84% 89% 88% 84% 87% 89% Overall quality of emergency medical services Response time of fire and EMS personnel Overall quality of fire services 0% 20% 40% 60% 80% 100% Westlake Southwest 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: 2015 ETC Institute 86% 85% 81% 71% 66% 56% 65% 56% 63% 57% 59% 58% Cleanliness of streets and other public areas Condition of major streets Condition of neighborhood streets Traffic flow and congestion management 0% 20% 40% 60% 80% 100% Westlake Southwest 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: 2015 ETC Institute Town of Westlake 2015 Resident Survey: Appendix A - Benchmarking Analysis ETC Institute (2015)A - 5 86% 85% 85% 80% 65% 65% 84% 76% 83% 71% 56% 61% 84% 77% 81% 67% 64% 63% Residential trash collection services Curbside recycling services Quality of water utility services Yard waste/bulky item removal services Household hazardous waste disposal service Efforts by the Town to manage storm water run-off 0% 20% 40% 60% 80% 100% Westlake Southwest 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: 2015 ETC Institute 83% 79% 60% 54% 59% 54% Enforcing sign regulations Enforcing exterior regulations for property 0% 20% 40% 60% 80% 100% Westlake Southwest 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: 2015 ETC Institute Town of Westlake 2015 Resident Survey: Appendix A - Benchmarking Analysis ETC Institute (2015)A - 6 96% 96% 92% 90% 83% 62% 69% 51% 48% 28% Westlake's emergency preparedness efforts Quality of public safety services Effectiveness of Town communication Overall customer service provided by Town Overall code enforcement 0% 20% 40% 60% 80% 100% Overall Satisfaction with Town Services by Major Category - 2015 by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale LOW---------MEAN--------HIGH 96% 92% 78% 92% 90% Source: 2015 ETC Institute NEW HIGH Communities w/population <50,000 NEW HIGH NEW HIGH Westlake, TX 97% 88% 38% 19% Overall quality of governmental services Value received from City tax dollars and fees 0% 20% 40% 60% 80% 100% LOW---------MEAN--------HIGH Perceptions that Residents Have of the Community in Which They Live - 2015 by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale 85% 71% Source: 2015 ETC Institute Communities w/population <50,000 Westlake, TX Town of Westlake 2015 Resident Survey: Appendix A - Benchmarking Analysis ETC Institute (2015)A - 7 92% 92% 95% 85% 88% 62% 49% 43% 48% 52% Police response time to emergencies Efforts of the Town to prevent crime Local police protection Level of traffic enforcement Visibility of police in neighborhoods 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 - 2015 89% 70% 83% 81% 73% Source: 2015 ETC Institute Communities w/population <50,000 Westlake, TX 96% 92% 98% 70% 79% 74% Overall quality of emergency medical services Response time of fire and EMS personnel Overall quality of fire services 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 Fire Services Provided by Cities and Towns - 2015 88% 85% 85% Source: 2015 ETC Institute Communities w/population <50,000 Westlake, TX Town of Westlake 2015 Resident Survey: Appendix A - Benchmarking Analysis ETC Institute (2015)A - 8 95% 91% 87% 78% 46% 21% 22% 29% Cleanliness of streets and other public areas Condition of major streets Condition of neighborhood streets Traffic flow and congestion management 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 - 2015 85% 86% 81% 71% Source: 2015 ETC Institute Communities w/population <50,000 Westlake, TX 93% 92% 87% 84% 65% 86% 56% 64% 54% 44% 43% 32% Residential trash collection services Curbside recycling services Quality of water utility services Yard waste/bulky item removal services Household hazardous waste disposal service Efforts by the Town to manage storm water run-off 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 Utility Services Provided by Cities and Towns - 2015 65% Westlake, TX 86% 85% 85% 80% 65% Source: 2015 ETC Institute Communities w/population <50,000 Town of Westlake 2015 Resident Survey: Appendix A - Benchmarking Analysis ETC Institute (2015)A - 9 83% 79% 39% 18% Enforcing sign regulations Enforcing exterior regulations for property 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 - 2015 83% Westlake, TX 79% Source: 2015 ETC Institute NEW HIGH NEW HIGH Town of Westlake 2015 Resident Survey: Appendix A - Benchmarking Analysis ETC Institute (2015)A - 10