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2015 Resident Survey Findings Report
222000111555 TTTooowwwnnn ooofff WWWeeessstttlllaaakkkeee RRReeesssiiidddeeennnttt SSSuuurrrvvveeeyyy FFFiiinnndddiiinnngggsss 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 September 2015 ...helping organizations make better decisions since 1982 Contents Executive Summary ...................................................................... i Section 1: Charts and Graphs ...................................................... 1 Section 2: Trend Analysis .......................................................... 19 Section 3: Importance-Satisfaction Analysis ............................. 32 Section 4: Tabular Data ............................................................. 38 Section 5: Survey Instrument .................................................... 71 Executive Summary i E X E C U T I V E S U M M A R Y Town of Westlake 2015 Resident Survey Executive Summary Overview and Methodology During June and July of 2015, 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 fifth time the Town had administered the resident survey; the previous surveys were administered in 2009, 2010 2011, and 2013. The five-page survey was administered by mail and phone to a random sample of 248 households in the Town. The results for the random sample of 248 households have a 95% level of confidence with a precision of at least +/- 4.0%. This summary report contains: a summary of the methodology for administering the survey and major findings charts showing the overall results for most questions on the survey trend analysis importance-satisfaction analysis tabular data that show the results for each question on the survey 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 r eport. 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 E X E C U T I V E S U M M A R Y Overall Satisfaction Eighty-five percent (85%) of residents, who had an opinion, were “very satisfied” or “satisfied” with the overall quality of government services provided by Westlake; 11% were neutral and 4% were dissatisfied. 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: Westlake’s emergency preparedness efforts (96%), the quality of public safety services (92%), and the effectiveness of Town communication (92%). Composite Customer Satisfaction Index. To objectively assess the change in overall satisfaction with Town services from 2009, ETC Institute developed a Composite Customer Satisfaction Index for the Town. The Composite Satisfaction Index is derived from the mean rating given for all major categories of Town services that are assessed on the survey in 2009, 2010, 2011, 2013 and 2015. The index is calculated by dividing the mean rating for the current year by the mean rating for the base-year (year 2009) and then multiplying the result by 100. As the chart below shows, the Composite Customer Satisfaction Index for Westlake has increased by 14 points since 2013 and by 27 points since 2009. In comparison, the U.S. index has remained very stagnant, with a decrease of 1 point since 2013, and no overall change since 2009. (In addition to these findings, more detailed analysis of how the survey results have changed from previous surveys is provided in Section 2 of this report). Executive Summary iii E X E C U T I V E S U M M A R Y Overall Priorities The top three major Town services that residents felt were most important were: 1) public safety services (71%), 2) overall value of Westlake Academy to the Town (42%), and 3) parks/trails/open spaces/streetscaping/facilities (29%). Satisfaction with Specific Town Services 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: how quickly police respond to emergencies (89%), efforts of the Town to prevent crime (83%), and the quality of local police protection (81%). Fire and Emergency Medical Services. Residents gave high satisfaction ratings to all three fire and emergency medical services that were rated. Based upon a combination of “very satisfied” and “satisfied” responses, among residents who had an opinion, eighty-eight percent (88%) of Westlake residents were satisfied with the quality emergency medical services, 85% were satisfied with the response time of fire and EMS personnel and 85% were satisfied with the overall quality of f ire services. Emergency Preparedness. Ninety percent (90%) of the residents surveyed, who had an opinion, were “very satisfied” or “satisfied” with the Town staff response during extreme weather and 86% were satisfied with efforts by the Town staff to inform residents of hazardous road conditions, potential inclement weather and closures. Transportation Services. The transportation 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 cleanliness of streets and other public areas (86%) and the condition of major streets in Westlake (85%). Communication/Citizen Engagement. The communication/citizen engagement services that residents were most satisfied with, based upon a combination of “very satisfied” and “satisfied” responses among residents who had an opinion, were: Town efforts to keep residents informed (94%), the timeliness of information provided by the Town (91%), and the completeness of information provided by the Town (85%). Executive Summary iv E X E C U T I V E S U M M A R Y Parks and Recreation Services. The parks and recreation 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 maintenance of streetscaping and open space (74 %) and the number of publicly-accessible parks/trails (72%). 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: residential trash collection services (86%), curbside recycling services (85%), and the quality of drinking water utility services (85%). Customer Service. The customer service items that residents were most satisfied with, based upon a combination of “very satisfied” and “satisfied” responses among residents who had an opinion, were the friendliness of Town staff (94%), municipal court services (86%) and the participation of Town staff in community events/neighborhood meetings (84%). Other Findings The most important reasons that residents indicated they will continue to stay in Westlake over the next five years were: 1) the quality of life (40%), 2) Westlake Academy (33%), 3) small town feel (32%), 4) low crime rates/quality of public safety, and 5) the small town feel (30%). The types of Town information that residents were most familiar with, based upon the combined percentage of residents who indicated they were “very familiar” or “somewhat familiar” with the information, were: the Town’s Strategic Plan (74%), the Town’s Comprehensive Plan (73%), zoning standards within the Town (67%), and the Town's lighting standards (67%). Of the residents who had attended public meetings held in their neighborhood this year, 93% felt the meeting was informative and 85% felt they had the opportunity to discuss their ideas and concerns at the meeting. Seventy percent (70%) of residents would support incentive programs to promote water conservation. Seventy-one percent (71%) of residents would support the purchase of land to preserve open space. Executive Summary v E X E C U T I V E S U M M A R Y Forty-four percent (44%) would support increasing property taxes by 8 to 10 cents per $100 of assessed valuation to purchase app roximately 15-30 acres of land for a park. Ninety-five percent (95%) of the residents surveyed felt “very safe” or “safe” in the Town of Westlake, compared to only 5% who felt “unsafe” or “very unsafe”. Most (93%) of the residents surveyed thought Westlake was an “excellent” or “good” place to live; 1% felt it was an “average” place to live, only 5% felt it was a “poor” place to live and 1% indicated “don’t know”. Section 1: Charts and Graphs Town of Westlake 2015 Resident Survey: Findings Report ETC Institute (2015)Page 1 57% 53% 53% 54% 44% 45% 43% 41% 44% 46% 33% 39% 39% 39% 37% 42% 37% 36% 38% 29% 26% 38% 4% 7% 7% 7% 11% 12% 17% 18% 19% 23% 21% 1% 2% 1% 2% 3% 6% 4% 4% 7% 6% 9% Westlake's emergency preparedness efforts Overall quality of public safety services Effectiveness of communication by the Town Quality of customer service by the Town Quality of govt. services provided by the Town Quality of maintenance of Town streets Parks/trails/open spaces/streetscaping/facilities Quality of enforcement of codes & ordinances Overall quality of utility services Overall value of Westlake Academy to the Town Value received from City tax dollars & fees 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 (2015 - Westlake, TX) 71% 42% 29% 21% 20% 18% 15% 15% 14% 14% 5% Overall quality of public safety services Overall value of Westlake Academy to the Town Parks/trails/open spaces/streetscaping/facilities Overall quality of utility services Quality of maintenance of Town streets Effectiveness of communication by the Town Westlake's emergency preparedness efforts Quality of govt. services provided by the Town Quality of enforcement of codes & ordinances Value received from City tax dollars & fees Quality of customer service by the Town 0% 20% 40% 60% 80% 1st Choice 2nd Choice 3rd 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 (2015 - Westlake, TX) Town of Westlake 2015 Resident Survey: Findings Report ETC Institute (2015)Page 2 59% 45% 46% 44% 36% 30% 38% 34% 29% 34% 6% 8% 13% 17% 18% 4% 9% 7% 10% 12% How quickly police respond to emergencies Efforts of the Town to prevent crime Quality of local police protection Level of traffic enforcement Visibility of police in neighborhoods 0% 20% 40% 60% 80% 100% Very Satisfied (5) Satisfied (4) Neutral (3) Dissatisfied (1/2) Q3a-e. 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 (2015 - Westlake, TX) 70% 60% 67% 17% 25% 18% 9% 11% 14% 4% 4% 1% Quality of emergency medical services Quality of fire services Response time of fire & EMS personnel 0% 20% 40% 60% 80% 100% Very Satisfied (5) Satisfied (4) Neutral (3) Dissatisfied (1/2) Q3f-h. 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 (2015 - Westlake, TX) Town of Westlake 2015 Resident Survey: Findings Report ETC Institute (2015)Page 3 53% 53% 37% 33% 5% 12% 5% 2% Town staff response during extreme weather 0%20% 40% 60% 80% 100% Very Satisfied (5) Satisfied (4) Neutral (3) Dissatisfied (1/2) Q3i-j. Satisfaction with Emergency Preparedness 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 (2015 - Westlake, TX) Efforts by Town staff to inform residents of hazardous road conditions, potential inclement weather and closures 49% 49% 37% 27% 36% 36% 43% 44% 11% 10% 8% 20% 4% 5% 11% 10% Cleanliness of streets and other public areas Condition of major streets in Westlake Condition of streets in your neighborhood Traffic flow & congestion management in Westlake 0% 20% 40% 60% 80% 100% Very Satisfied (5) Satisfied (4) Neutral (3) Dissatisfied (1/2) Q3k-n. Satisfaction with Transportation 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 (2015 - Westlake, TX) Town of Westlake 2015 Resident Survey: Findings Report ETC Institute (2015)Page 4 55% 44% 41% 39% 43% 35% 33% 32% 39% 46% 44% 46% 38% 39% 40% 40% 5% 8% 14% 12% 12% 19% 21% 23% 1% 2% 1% 4% 7% 7% 6% 5% Efforts by the Town to keep you informed Timeliness of information provided by the Town Usefulness of the Westlake Wire communications Completeness of the info provided by the Town Opportunities provided for public input Usefulness of social media efforts Availability/Accessibility of Town records Ease of use of the Town's website 0% 20% 40% 60% 80% 100% Very Satisfied (5) Satisfied (4) Neutral (3) Dissatisfied (1/2) Q3o-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 (2015 - Westlake, TX) 39% 31% 27% 35% 41% 37% 21% 19% 30% 5% 9% 6% Maintenance of streetscaping and open spaces Number of publicly-accessible parks and trails Maintenance of Town-owned Glenwyck Park 0% 20% 40% 60% 80% 100% Very Satisfied (5) Satisfied (4) Neutral (3) Dissatisfied (1/2) Q3w-y. 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 (2015 - Westlake, TX) Town of Westlake 2015 Resident Survey: Findings Report ETC Institute (2015)Page 5 48% 49% 37% 34% 46% 32% 24% 38% 36% 48% 47% 35% 37% 41% 10% 8% 13% 17% 14% 20% 28% 5% 7% 3% 2% 6% 12% 8% Residential trash collection services Curbside recycling services Quality of (drinking) water utility services Promote water conservation/protect water resources Yard waste & bulky item removal services Efforts by the Town to manage storm water run-off Household hazardous waste disposal service 0% 20% 40% 60% 80% 100% Very Satisfied (5) Satisfied (4) Neutral (3) Dissatisfied (1/2) Q3z-ff. 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 (2015 - Westlake, TX) 59% 48% 49% 48% 47% 36% 39% 35% 34% 33% 5% 13% 15% 15% 14% 1% 1% 2% 4% 6% Friendliness of Town Staff Municipal court services Jury service experience Timeliness of Town Staff to concerns/issues 0% 20% 40% 60% 80% 100% Very Satisfied (5) Satisfied (4) Neutral (3) Dissatisfied (1/2) Q3gg-kk. Satisfaction with Customer Service 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 (2015 - Westlake, TX) Participation by Town staff in community events/neighborhood meetings Town of Westlake 2015 Resident Survey: Findings Report ETC Institute (2015)Page 6 43% 42% 41% 36% 12% 14% 4% 7% Enforcing sign regulations Enforcing exterior appearance/maint. of property 0% 20% 40% 60% 80% 100% Very Satisfied (5) Satisfied (4) Neutral (3) Dissatisfied (1/2) Q3ll-mm. Satisfaction with Code Enforcement 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 (2015 - Westlake, TX) Q4. 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 (2015 - Westlake, TX) 98% 92% 92% 90% 89% 88% 87% 86% 84% 77% 75% 73% 65% 50% 48% 36% Quality of life Access to major highways Aesthetic appeal & high development standards Quality of your subdivision Low crime rates/quality of public safety Small town feel Access to DFW airport Type of housing available Sense of community Subdivision amenities Westlake Academy Number of publicly accessible parks & trails Access to other public schools Westlake as a retirement destination Proximity to private schools Employment opportunities in the Westlake area 0% 20% 40% 60% 80% 100% Extremely Important Very Important Important Town of Westlake 2015 Resident Survey: Findings Report ETC Institute (2015)Page 7 1% 40% 33% 32% 31% 30% 26% 20% 15% 12% 8% 8% 7% 5% 4% 2% Quality of life Westlake Academy Small town feel Low crime rates/quality of public safety Aesthetic appeal & high development standards Quality of your subdivision Access to DFW airport Subdivision amenities Sense of community Access to major highways Access to other public schools Type of housing available Number of publicly accessible parks & trails Westlake as a retirement destination Proximity to private schools Employment opportunities in the Westlake area 0% 10% 20% 30% 40% 50% 1st Choice 2nd Choice 3rd Choice by percentage of respondents who selected the item as one of their top three choices Q5. Reasons Residents Will Stay in Westlake Over the Next Five Years Source: ETC Institute DirectionFinder (2015 - Westlake, TX) Q6a. Would you support incentive programs to promote water conservation? by percentage of respondents Yes 70% No 30% Source: ETC Institute DirectionFinder (2015 - Westlake, TX) Town of Westlake 2015 Resident Survey: Findings Report ETC Institute (2015)Page 8 Q6b. Would you support adopting a pricing strategy to promote conservation in Westlake, even if this means paying more for water? by percentage of respondents Yes 32% No 68% Source: ETC Institute DirectionFinder (2015 - Westlake, TX) Q6c. Would you support the purchase of land to preserve our open space? by percentage of respondents Yes 71% No 29% Source: ETC Institute DirectionFinder (2015 - Westlake, TX) Town of Westlake 2015 Resident Survey: Findings Report ETC Institute (2015)Page 9 Q6d. Would you support increasing property taxes by 8 to 10 cents per $100 of assessed valuation to purchase approximately 15-30 acres of land for a park? by percentage of respondents Yes 44% No 56% Source: ETC Institute DirectionFinder (2015 - Westlake, TX) Q7. Town Information Residents Were Familiar With by percentage of respondents who indicated they were "very familiar” or "somewhat familiar" with the information Source: ETC Institute DirectionFinder (2015 - Westlake, TX) 74% 73% 67% 67% 65% 65% Town's Strategic Plan Town's Comprehensive Plan Zoning standards within the Town Town's lighting standards Town's open space requirements for development Allowed uses for planned development districts 0% 20% 40% 60% 80% 100% Very Familiar Somewhat Familiar Town of Westlake 2015 Resident Survey: Findings Report ETC Institute (2015)Page 10 Q8. When did you most recently attend the following events? by percentage of respondents who felt the item was "extremely important,” "very important" or “important” Source: ETC Institute DirectionFinder (2015 - Westlake, TX) 8% 3% 11% 4% 6% 9% 9% 17% 18% 15% 12% 9% 2% 4% 18% 21% 8% 14% 13% 14% 9% Community Tree Lighting Arbor Day Decoration Day Any of the Master Works concert series Events Westlake Public Arts Society events 0% 10% 20% 30% 40% 50% This Year Last Year 2 yrs ago or more Westlake Historical Preservation Society's Classic Car Show Other Westlake Historical Preservation Society events by percentage of respondents Q9. Have you attended a public meeting in your neighborhood? Source: ETC Institute DirectionFinder (2015 - Westlake, TX) Yes - This Year 49% Yes - Last Year 23% 20% 7% Don't Know 1% No - but I’m Aware of the Meetings No - I’m Not Aware of the Meetings Town of Westlake 2015 Resident Survey: Findings Report ETC Institute (2015)Page 11 93% 85% The meeting was informative I had the opportunity to discuss ideas/concerns 0% 20% 40% 60% 80% 100% Yes by percentage of respondents Q9a-b. Perceptions of Public Meetings THIS YEAR Source: ETC Institute DirectionFinder (2015 - Westlake, TX) 98% 86% The meeting was informative I had the opportunity to discuss ideas/concerns 0% 20% 40% 60% 80% 100% Yes Source: ETC Institute DirectionFinder (2015 - Westlake, TX) Q9a-b. Perceptions of Public Meetings LAST YEAR by percentage of respondents Town of Westlake 2015 Resident Survey: Findings Report ETC Institute (2015)Page 12 Q9c. Will you attend a neighborhood meeting in the future? Yes 66% No 24% Don't Know 10% Source: ETC Institute DirectionFinder (2015 - Westlake, TX) by percentage of respondents who DID NOT attend a public meeting Q9d. Do you think these types of meeting are useful? Yes 78% No 15% Don't Know 7% Source: ETC Institute DirectionFinder (2015 - Westlake, TX) by percentage of respondents who DID NOT attend a public meeting Town of Westlake 2015 Resident Survey: Findings Report ETC Institute (2015)Page 13 Q10. In your opinion, how often should neighborhood meetings be held? by percentage of respondents Annually 45% Twice a Year 38% Every Other Year 5% Don't Know 12% Source: ETC Institute DirectionFinder (2015 - Westlake, TX) Q11. Do any children in grades K-12 currently live in your home? Q11a. If YES, do any of these children currently attend Westlake Academy? by percentage of respondents Yes 51% No 49% Yes 64% No 36% Source: ETC Institute DirectionFinder (2015 - Westlake, TX) Town of Westlake 2015 Resident Survey: Findings Report ETC Institute (2015)Page 14 Q11d. If your child previously attended Westlake, are you considering re-enrolling them in the future? by percentage of respondents who had children in grades K-12 living in their home who were not attending Westlake Academy Yes 11% No 86% Don't Know 3% Source: ETC Institute DirectionFinder (2015 - Westlake, TX) 18-34 years 5% 35 to 54 years 50% 55 to 74 years 39% 75+ years 6% Q12. Demographics: Age of Survey Respondents by percentage of respondents Source: ETC Institute DirectionFinder (2015 - Westlake, TX) Town of Westlake 2015 Resident Survey: Findings Report ETC Institute (2015)Page 15 Q13. Demographics: How many years have you lived in Westlake? by percentage of respondents 5 or fewer years 48% 6-10 years 28% 11-15 years 10% 16-20 years 2% Over 20 years 12% Source: ETC Institute DirectionFinder (2015 - Westlake, TX) Stagecoach Hills 11% Vaquero 42% Wyck Hill 2% Glenwyck Farms 23% Mahotea Boone 4% Other 15% Not provided 3% Q14. Demographics: In which subdivision do you live? by percentage of respondents Source: ETC Institute DirectionFinder (2015 - Westlake, TX) Town of Westlake 2015 Resident Survey: Findings Report ETC Institute (2015)Page 16 Under $50,000 4% $50,000 to $149,999 5% $150,000 to $500,000 29% $500,000+ 45% Not provided 17% Q15. Demographics: Household Income by percentage of respondents Source: ETC Institute DirectionFinder (2015 - Westlake, TX) Male 52% Female 48% Q16. Demographics: Respondents Gender by percentage of respondents Source: ETC Institute DirectionFinder (2015 - Westlake, TX) Town of Westlake 2015 Resident Survey: Findings Report ETC Institute (2015)Page 17 Q17. Overall, how safe do you feel in the Town of Westlake? by percentage of respondents Very safe 62% Safe 33%Unsafe 4% Very unsafe 1% Source: ETC Institute DirectionFinder (2015 - Westlake, TX) Q18. Overall, how would you rate the Town of Westlake as a place to live? by percentage of respondents Excellent 73% Good 20% Average 1% Poor 5% Don't know 1% Source: ETC Institute DirectionFinder (2015 - Westlake, TX) Town of Westlake 2015 Resident Survey: Findings Report ETC Institute (2015)Page 18 Section 2: Trend Analysis Town of Westlake 2015 Resident Survey: Findings Report ETC Institute (2015)Page 19 Analysis of Trends: 2013 versus 2015 Overview In 2009, 2010, 2011, 2013 and 2015 the Town of Westlake conducted a resident survey to assess resident satisfaction with the delivery of major Town services. The charts on the following pages show how the results of the 2015 survey compare to the results from previous surveys. Significant changes in the survey results from 2013 to 2015 are highlighted below; given the sample size of both surveys, changes of 4.0% or more are considered statistically significant. Significant Changes in Satisfaction Ratings Overall Satisfaction. There was a significant increase of 11% in satisfaction for the overall quality of government services provided by the Town from 74% in 2013 to 85% in 2015. Satisfaction with Major Categories of Town Services. Among the 11 major categories of Town services that were rated in both 2013 and 2015, there were increases in satisfaction ratings in 10 of the 11 areas, eight of which were significant. The areas with significant increases in satisfaction ratings are listed below: Satisfaction with the effectiveness of Town communication increased 18% from 74% in 2013 to 92% in 2015. Satisfaction with overall customer service increased 17% from 73% in 2013 to 90% in 2015. Satisfaction with the value received from City tax dollars and fees increased 16% from 55% in 2013 to 71% in 2015. Satisfaction with Westlake’s emergency preparedness efforts increased 14% from 82% in 2013 to 96% in 2015. Satisfaction with the overall quality of governmental services increased 11% from 74% in 2013 to 85% in 2015. Satisfaction with the overall quality of parks, trails, open space, streetscaping and facilities increased 7% from 72% in 2013 to 79% in 2015. Satisfaction with the enforcement of codes and ordinances increased 7% from 71% in 2013 to 78% in 2015. Satisfaction with Police Services. Among the 5 police services that were rated in both 2013 and 2015, there were increases in satisfaction ratings in 4 of the 5 areas, 3 of which were significant. The areas with significant increases in satisfaction ratings are listed below: Satisfaction with how quickly police respond to emergencies increased 9% from 80% in 2013 to 89% in 2015. Town of Westlake 2015 Resident Survey: Findings Report ETC Institute (2015)Page 20 Satisfaction with Town efforts to prevent crime increased 9% from 74% in 2013 to 83% in 2015. Satisfaction with the level of traffic enforcement increased 7% from 66% in 2013 to 73% in 2015. Satisfaction with Fire and Emergency Medical Services. Among the 3 fire and emergency medical services that were rated in both 2013 and 2015, there were decreases in satisfaction ratings in 2 of the 3 areas, but there were no significant changes. Satisfaction with Emergency Preparedness. Among the 2 emergency preparedness services that were rated in both 2013 and 2015, there were significant increases in both areas. The details are listed below: Satisfaction with the response efforts by the Town staff during extreme weather conditions increased 15% from 75% in 2013 to 90% in 2015. Satisfaction with efforts by the Town staff to inform residents of hazardous road conditions, potential inclement weather and closures increased 13% from 73% in 2013 to 86% in 2015. Satisfaction with Transportation Services. Among the 4 transportation services that were rated in both 2013 and 2015, there were decreases in satisfaction ratings in 3 of the 4 areas, 2 of which were significant. The areas with significant decreases in satisfaction ratings are listed below: Satisfaction with the traffic flow and congestion management decreased 7% from 78% in 2013 to 71% in 2015. Satisfaction with the condition of neighborhood streets decreased 5% from 86% in 2013 to 81% in 2015. Satisfaction with Communications and Citizen Engagement. Among the 6 community and citizen engagement areas that were rated in both 2013 and 2015, there were increases in satisfaction ratings in all 6 areas, all of which were significant. The areas with significant increases in satisfaction ratings are listed below: Satisfaction with the timeliness of information provided by the Town increased 27% from 64% in 2013 to 91% in 2015. Satisfaction with Town efforts to keep residents informed increased 24% from 70% in 2013 to 94% in 2015. Satisfaction with the completeness of the information provided by the Town increased 23% from 62% in 2013 to 85% in 2015. Satisfaction with the opportunities provided for public input increased 22% from 59% in 2013 to 81% in 2015. Satisfaction with the availability/accessibility of Town records increased 16% from 57% in 2013 to 73% in 2015. Satisfaction with the ease of use of the Town’s website increased 14% from 58% in 2013 to 72% in 2015. Town of Westlake 2015 Resident Survey: Findings Report ETC Institute (2015)Page 21 Satisfaction with Parks and Recreation Services. Among the 3 parks and recreation services that were rated in both 2013 and 2015, there were 1 significant increase, and 1 significant decrease, as listed below: Satisfaction with the number of publically accessible parks and trails increased 9% from 63% in 2013 to 72% in 2015. Satisfaction with the maintenance of Glenwyck Park decreased 6% from 63% in 2013 to 69% in 2015. Satisfaction with Utility Services. Among the 7 utility services that were rated in both 2013 and 2015, there were increases in satisfaction ratings in 6 of the 7 areas, 3 of which were significant. The areas with significant increases in satisfaction ratings are listed below: Satisfaction with the quality of drinking water utility services increased 12% from 73% in 2013 to 85% in 2015. Satisfaction with efforts to promote water conservation and protect water resources increased 11% from 70% in 2013 to 81% in 2015. Satisfaction with residential trash collection services increased 8% from 78% in 2013 to 86% in 2015. Satisfaction with Customer Service. Among the 5 customer service areas that were rated in both 2013 and 2015, there were increases in satisfaction ratings in all 5 of the areas, all of which were significant. The areas with significant increases in satisfaction ratings are listed below: Satisfaction with the friendliness of Town staff increased 11% from 83% in 2013 to 94% in 2015. Satisfaction with the jury service experience increased 10% from 72% in 2013 to 82% in 2015. Satisfaction with participation by the Town staff in community events and neighborhood meetings increased 7% from 77% in 2013 to 84% in 2015. Satisfaction with municipal court services increased 5% from 81% in 2013 to 86% in 2015. Satisfaction with the timeliness of Town staff to concerns/issues increased 4% from 76% in 2013 to 80% in 2015. Satisfaction with Code Enforcement. Among the 2 code enforcement areas that were rated in both 2013 and 2015, there were significant increases in both areas that were rated. The areas with significant increases in satisfaction ratings are listed below: Satisfaction with the enforcement of sign regulations increased 10% from 73% in 2013 to 83% in 2015. Satisfaction with the enforcement of the exterior appearance/maintenance regulations of property increased 7% from 72% in 2013 to 79% in 2015. Town of Westlake 2015 Resident Survey: Findings Report ETC Institute (2015)Page 22 Significant Changes in Other Areas Seventy-four percent (74%) of residents indicated they are familiar with the Town’s Strategic Plan in 2015, which is a 9% increase from 65% in 2013. Seventy-three percent (73%) of residents indicated they are familiar with the Town’s Comprehensive Plan in 2015, which is a 7% increase from 66% in 2013. Sixty-seven percent (67%) of residents indicated they are familiar with zoning standards within the Town in 2015, which is a 7% decrease from 74% in 2013 There were significant increases in the percent of residents who felt the following items were important in their decision to move to Westlake: o Importance ratings for access to public schools increased 21% from 44% in 2013 to 65% in 2015. o Importance ratings for proximity to private schools increased 16% from 32% in 2013 to 48% in 2015. o Importance ratings for Westlake Academy increased 11% from 64% in 2013 to 75% in 2015. o Importance ratings for employment opportunities in the Westlake area increased 11% from 25% in 2013 to 36% in 2015. o Importance ratings for access to major highways increased 6% from 86% in 2013 to 92% in 2015. o Importance ratings for the number of publicly accessible parks increased 6% from 67% in 2013 to 73% in 2015. o Importance ratings for access to DFW airport increased 5% from 82% in 2013 to 87% in 2015. There were significant decreases in the percent of residents who felt the following items were important in their decision to move to Westlake: o Importance ratings for Westlake as a retirement destination decreased 8% from 58% in 2013 to 50% in 2015. o Importance ratings for the type of housing available decreased 4% from 90% in 2013 to 86% in 2015. Forty-nine percent (49%) of residents attended a neighborhood meeting in 2015, which is an 8% increase from 41% in 2013, and an 18% increase from 31% in 2011. Town of Westlake 2015 Resident Survey: Findings Report ETC Institute (2015)Page 23 Trends: Overall Satisfaction With Town Services by Major Category (2015 vs 2013 vs. 2009) 96% 92% 92% 90% 85% 82% 79% 78% 73% 72% 71% 82% 86% 74% 73% 74% 81% 72% 71% 70% 78% 55% 65% 80% 74% 77% 70% 63% 54% 61% 55% 66% Westlake's emergency preparedness efforts Quality of public safety services Effectiveness of Town communication Overall customer service provided by Town Overall quality of governmental services Maintenance of Town streets Parks/trails/open spaces/streetscaping/facilites Enforcement of codes and ordinances Quality of utility services Overall value of Westlake Academy to the Town Value received from City tax dollars and fees 0% 20% 40% 60% 80% 100% 2015 2013 2009 by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale (excluding don't knows) Not asked in 2009 Source: ETC Institute DirectionFinder (2015 - Westlake, TX) Trends: Satisfaction with Police Services in the Town of Westlake (2015 vs. 2013 vs. 2009) 89% 83% 81% 73% 70% 80% 74% 80% 66% 71% 74% 66% 78% 64% 77% How quickly police respond to emergencies Efforts of the Town to prevent crime Quality of local police protection Level of traffic enforcement Visibility of police in neighborhoods 0% 20% 40% 60% 80% 100% 2015 2013 2009 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 (2015 - Westlake, TX) Town of Westlake 2015 Resident Survey: Findings Report ETC Institute (2015)Page 24 Trends: Satisfaction with Fire and EMS Services in the Town of Westlake (2015 vs. 2013 vs. 2009) 88% 85% 85% 88% 88% 87% 77% 82% 75% Overall quality of emergency medical services Response time of fire and EMS personnel Overall quality of fire services 0% 20% 40% 60% 80% 100% 2015 2013 2009 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 (2015 - Westlake, TX) Trends: Satisfaction with Emergency Preparedness in the Town of Westlake (2015 vs. 2013 vs. 2011) 90% 86% 75% 73% 69% 61% Town staff response during extreme weather 0%20% 40% 60% 80% 100% 2015 2013 2011 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 (2015 - Westlake, TX) Efforts by Town staff to inform residents of hazardous road conditions, potential inclement weather and closures Town of Westlake 2015 Resident Survey: Findings Report ETC Institute (2015)Page 25 Trends: Satisfaction with Transportation Services in the Town of Westlake (2015 vs. 2013 vs. 2009) 86% 85% 81% 71% 86% 87% 86% 78% 73% 64% 66% Cleanliness of streets and other public areas Condition of major streets in Westlake Condition of neighborhood streets Traffic flow and congestion management 0% 20% 40% 60% 80% 100% 2015 2013 2009 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 (2015 - Westlake, TX) Not asked in 2009 Trends: Satisfaction with Communications and Citizen Engagement in the Town of Westlake (2015 vs. 2013 vs. 2011) 94% 91% 85% 81% 73% 72% 70% 64% 62% 59% 57% 58% 70% 65% 65% 56% 49% 67% Town efforts to keep residents informed Timeliness of information provided by the Town Completeness of the information provided by the To Opportunities provided for public input Availability/accessibility of Town records Ease of use of the Town's website 0% 20% 40% 60% 80% 100% 2015 2013 2011 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 (2015 - Westlake, TX) Town of Westlake 2015 Resident Survey: Findings Report ETC Institute (2015)Page 26 Trends: Satisfaction with Parks and Recreation in the Town of Westlake (2015 vs. 2013 vs. 2009) 74% 72% 63% 74% 63% 69% 53% 70% Maintenance of streetscaping/open spaces Number of publicly-accessible parks/trails Maintenance of Town-owned Glenwyck Park 0% 20% 40% 60% 80% 100% 2015 2013 2009 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 (2015 - Westlake, TX) Not asked in 2009 Trends: Satisfaction with Utility Services in the Town of Westlake (2015 vs. 2013 vs. 2009) 86% 85% 85% 81% 80% 69% 65% 78% 83% 73% 70% 78% 65% 65% 90% 87% 60% 53% Residential trash collection services Curbside recycling services Quality of (drinking) water utility services Promote water conservation/protect water resources Yard Waste/bulky item removal services Efforts by the Town to manage storm water run-off Household hazardous waste disposal service 0% 20% 40% 60% 80% 100% 2015 2013 2009 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 (2015 - Westlake, TX) Not asked in 2009 Not asked in 2009 Not asked in 2009 Town of Westlake 2015 Resident Survey: Findings Report ETC Institute (2015)Page 27 Trends: Satisfaction with Customer Service in the Town of Westlake (2015 vs. 2013 vs. 2011) 94% 86% 84% 82% 80% 83% 81% 77% 72% 76% 82% 72% 71% 62% Friendliness of Town Staff Municipal court services Jury service experience Timeliness of Town Staff to concerns/issues 0% 20% 40% 60% 80% 100% 2015 2013 2011 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 (2015 - Westlake, TX) Not asked previous to 2013 Participation by Town staff in community events/neighborhood meetings Trends: Satisfaction with Code Enforcement in the Town of Westlake (2015 vs. 2013 vs. 2009) 83% 79% 73% 72% 66% 66% Enforcing sign regulations 0%20% 40% 60% 80% 100% 2015 2013 2009 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 (2015 - Westlake, TX) Enforcing exterior appearance/ maintenance regulations for property Town of Westlake 2015 Resident Survey: Findings Report ETC Institute (2015)Page 28 Trends: Importance of Various Reasons in the Decision to Move to Westlake (2015 vs. 2013) 98% 92% 92% 90% 89% 88% 87% 86% 84% 77% 75% 73% 65% 50% 48% 36% 96% 92% 86% 93% 92% 90% 82% 90% 86% 77% 64% 67% 44% 58% 32% 25% Quality of life Aesthetic appeal/high development standards Access to major highways Quality of your subdivision Low crime rates/quality of public safety Small town feel Access to DFW airport Type of housing available Sense of community Subdivision amenities Westlake Academy Number of publicly accessible parks/trails Access to other public schools Westlake as a retirement destination Proximity to private schools Employment opportunities in the Westlake area 0% 20% 40% 60% 80% 100% 2015 2013 Source: ETC Institute DirectionFinder (2015 - Westlake, TX) by percentage of respondents who felt the item was "extremely important,” "very important" or “important” Trends: Town Information Residents Were Familiar With (2015 vs. 2013) by percentage of respondents who indicated they were "very familiar” or "somewhat familiar" with the information Source: ETC Institute DirectionFinder (2015 - Westlake, TX) 74% 73% 67% 67% 65% 65% 65% 66% 74% 62% 67% 70% Town's Strategic Plan Town's Comprehensive Plan Zoning standards within the Town Town's lighting standards Town's open space requirements for development Allowed uses for planned development districts 0% 20% 40% 60% 80% 100% 2015 2013 Town of Westlake 2015 Resident Survey: Findings Report ETC Institute (2015)Page 29 Trends: Attended a Neighborhood Public Meeting During the Past Year (2015 vs. 2013 vs. 2011) 49% 41% 31% 2015 2013 2011 0% 10% 20% 30% 40% 50% 60% Yes by percentage of respondents who said “Yes” Source: ETC Institute DirectionFinder (2015 - Westlake, TX) Trends: Overall, how safe do you feel in Westlake? (2015 vs. 2013 vs. 2009) Source: ETC Institute DirectionFinder (2015 - Westlake, TX) 96% 95% 97% 2015 2013 2009 0% 20% 40% 60% 80% 100% Very Safe Safe by percentage of respondents who feel “very safe" or “safe” in Westlake Town of Westlake 2015 Resident Survey: Findings Report ETC Institute (2015)Page 30 Trends: Overall Ratings of the Town of Westlake As a Place to Live (2015 vs. 2013 vs. 2011) by percentage of respondents who rated the Town as an “excellent" or “good” place to live 93% 91% 88% 2015 2013 2011 0% 20% 40% 60% 80% 100% Excellent Good Source: ETC Institute DirectionFinder (2015 - Westlake, TX) Town of Westlake 2015 Resident Survey: Findings Report ETC Institute (2015)Page 31 Section 3: Importance-Satisfaction Analysis Town of Westlake 2015 Resident Survey: Findings Report ETC Institute (2015)Page 32 2015 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-one percent (71%) of residents ranked the quality of public safety services as the one of the most important Town services. With regard to satisfaction, the quality of public safety services was ranked first overall with 92% rating the quality of public safety services 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, 71% was multiplied by 8% (1-0.92). This calculation yielded an I-S rating of 0.0568, which was ranked third out of the eleven major service categories. Town of Westlake 2015 Resident Survey: Findings Report ETC Institute (2015)Page 33 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 page. Town of Westlake 2015 Resident Survey: Findings Report ETC Institute (2015)Page 34 Importance-Satisfaction Rating Town of Westlake, Texas Major Categories of City 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 value of Westlake Academy to the Town 42% 2 72% 10 0.1176 1 Medium Priority (IS <.10) Parks/trails/open spaces/streetscaping/facilities 29% 3 79% 7 0.0609 2 Overall quality of public safety services 71% 1 92% 2 0.0568 3 Overall quality of utility services 21% 4 73% 9 0.0567 4 Value received from City tax dollars & fees 14% 10 71% 11 0.0406 5 Quality of maintenance of Town streets 20% 5 82% 6 0.0360 6 Quality of enforcement of codes & ordinances 14% 9 78% 8 0.0308 7 Quality of govt. services provided by Westlake 15% 8 85% 5 0.0225 8 Effectiveness of communication by the Town 18% 6 92% 3 0.0144 9 Westlake's emergency preparedness efforts 15% 7 96% 1 0.0060 10 Quality of customer service by the Town 5% 11 90% 4 0.0050 11 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 and fourth 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. © 2015 DirectionFinder by ETC Institute Town of Westlake 2015 Resident Survey: Findings Report ETC Institute (2015)Page 35 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. Town of Westlake 2015 Resident Survey: Findings Report ETC Institute (2015)Page 36 S a t i s f a c t i o n R a t i n g , , , , ,, , ,,,, 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 5 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 he 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 1 5 ) Qu a l i t y o f c u s t o m e r se r v i c e b y t h e T o w n Overall quality of pu b l i c s a f e t y s e r v i c e s Ov e r a l l v a l u e o f W e s t l a k e Ac a d e m y t o t h e T o w n Pa r k s / t r a i l s / o p e n s p a c e s / st r e e t s c a p i n g / f a c i l i t i e s Ov e r a l l q u a l i t y o f ut i l i t y s e r v i c e s Qu a l i t y o f m a i n t e n a n c e of T o w n s t r e e t s Ef f e c t i v e n e s s o f c o m m u n i c a t i o n by t h e T o w n Qu a l i t y o f g o v t . s e r v i c e s pr o v i d e d b y W e s t l a k e We s t l a k e ' s e m e r g e n c y pr e p a r e d n e s s e f f o r t s Va l u e r e c e i v e d f r o m C i t y ta x d o l l a r s & f e e s Qu a l i t y o f e n f o r c e m e n t o f co d e s & o r d i n a n c e s To w n of We s t l a k e 20 1 5 Re s i d e n t Su r v e y : Findings Report ET C In s t i t u t e (2 0 1 5 ) Page 37 Section 4: Tabular Data Town of Westlake 2015 Resident Survey: Findings Report ETC Institute (2015)Page 38 Q1. Satisfaction with Major Categories of Town Services: Using a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied," please circle your level of satisfaction with the following services provided by the Town of Westlake. (N=248) Very Very Don't satisfied Satisfied Neutral Dissatisfied Dissatisfied Know A. Overall quality of public safety services (police, fire, and emergency medical) 49.2% 36.7% 6.0% 1.2% 0.4% 6.5% B. Overall efforts by the Town to ensure the community is prepared for emergencies 52.4% 35.5% 3.2% 0.8% 0.0% 8.1% C. Overall quality of maintenance of Town streets 44.8% 36.7% 12.1% 4.8% 0.8% 0.8% D. Overall effectiveness of communication by the Town 52.4% 38.7% 7.3% 0.8% 0.0% 0.8% E. Overall quality of utility services 43.5% 28.2% 19.0% 4.8% 2.4% 2.0% F. Overall quality of parks, trails, open spaces, streetscaping, and facilities 42.7% 35.5% 16.9% 3.2% 0.8% 0.8% G. Overall quality of customer service by the Town 47.2% 32.3% 6.5% 0.8% 1.2% 12.1% H. Overall quality of enforcement of codes and ordinances 36.3% 33.5% 16.1% 2.8% 0.4% 10.9% I. Overall quality of government services provided by the Town of Westlake 41.9% 40.3% 10.9% 2.8% 0.4% 3.6% J. Overall value you receive from your tax dollars and fees 31.0% 35.5% 19.4% 4.4% 4.0% 5.6% K. Overall value of Westlake Academy to the Town 42.3% 24.2% 21.0% 2.4% 2.8% 7.3% Town of Westlake 2015 Resident Survey: Findings Report ETC Institute (2015)Page 39 WITHOUT DON’T KNOW Q1. Satisfaction with Major Categories of Town Services: Using a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied," please circle your level of satisfaction with the following services provided by the Town of Westlake. (Without "Don't Know") (N=248) Very Very satisfied Satisfied Neutral Dissatisfied Dissatisfied A. Overall quality of public safety services (police, fire, and emergency medical) 52.6% 39.2% 6.5% 1.3% 0.4% B. Overall efforts by the Town to ensure the community is prepared for emergencies 57.0% 38.6% 3.5% 0.9% 0.0% C. Overall quality of maintenance of Town streets 45.1% 37.0% 12.2% 4.9% 0.8% D. Overall effectiveness of communication by the Town 52.8% 39.0% 7.3% 0.8% 0.0% E. Overall quality of utility services 44.4% 28.8% 19.3% 4.9% 2.5% F. Overall quality of parks, trails, open spaces, streetscaping, and facilities 43.1% 35.8% 17.1% 3.3% 0.8% G. Overall quality of customer service by the Town 53.7% 36.7% 7.3% 0.9% 1.4% H. Overall quality of enforcement of codes and ordinances 40.7% 37.6% 18.1% 3.2% 0.5% I. Overall quality of government services provided by the Town of Westlake 43.5% 41.8% 11.3% 2.9% 0.4% J. Overall value you receive from your tax dollars and fees 32.9% 37.6% 20.5% 4.7% 4.3% K. Overall value of Westlake Academy to the Town 45.7% 26.1% 22.6% 2.6% 3.0% Town of Westlake 2015 Resident Survey: Findings Report ETC Institute (2015)Page 40 Q2. Which THREE of the services listed above are the most important to you? Q2. Most Important Number Percent Overall quality of public safety services (police, fire, and 95 38.3 % Overall efforts by the Town to ensure the community is prepared for emergencies 8 3.2 % Overall quality of maintenance of Town streets 8 3.2 % Overall effectiveness of communication by the Town 5 2.0 % Overall quality of utility services 9 3.6 % Overall quality of parks, trails, open spaces, streetscaping, and facilities 9 3.6 % Overall quality of customer service by the Town 4 1.6 % Overall quality of enforcement of codes and ordinances 7 2.8 % Overall quality of government services provided by the Town of Westlake 7 2.8 % Overall value you receive from your tax dollars and fees 14 5.6 % Overall value of Westlake Academy to the Town 73 29.4 % None chosen 9 3.6 % Total 248 100.0 % Q2. Which THREE of the services listed above are the most important to you? Q2. 2nd Important Number Percent Overall quality of public safety services (police, fire, and 56 22.6 % Overall efforts by the Town to ensure the community is prepared for emergencies 20 8.1 % Overall quality of maintenance of Town streets 17 6.9 % Overall effectiveness of communication by the Town 25 10.1 % Overall quality of utility services 30 12.1 % Overall quality of parks, trails, open spaces, streetscaping, and facilities 19 7.7 % Overall quality of customer service by the Town 3 1.2 % Overall quality of enforcement of codes and ordinances 13 5.2 % Overall quality of government services provided by the Town of Westlake 15 6.0 % Overall value you receive from your tax dollars and fees 11 4.4 % Overall value of Westlake Academy to the Town 12 4.8 % None chosen 27 10.9 % Total 248 100.0 % Town of Westlake 2015 Resident Survey: Findings Report ETC Institute (2015)Page 41 Q2. Which THREE of the services listed above are the most important to you? Q2. 3rd Important Number Percent Overall quality of public safety services (police, fire, and 24 9.7 % Overall efforts by the Town to ensure the community is prepared for emergencies 10 4.0 % Overall quality of maintenance of Town streets 24 9.7 % Overall effectiveness of communication by the Town 15 6.0 % Overall quality of utility services 14 5.6 % Overall quality of parks, trails, open spaces, streetscaping, and facilities 44 17.7 % Overall quality of customer service by the Town 6 2.4 % Overall quality of enforcement of codes and ordinances 15 6.0 % Overall quality of government services provided by the Town of Westlake 16 6.5 % Overall value you receive from your tax dollars and fees 10 4.0 % Overall value of Westlake Academy to the Town 19 7.7 % None chosen 51 20.6 % Total 248 100.0 % Q2. The sum of the THREE the services listed above are the most important to you? Q2. Sum of Top 3 Choices Number Percent Overall quality of public safety services (police, fire, and 175 70.6 % Overall value of Westlake Academy to the Town 104 41.9 % Overall quality of parks, trails, open spaces, streetscaping, and facilities 72 29.0 % Overall quality of utility services 53 21.4 % Overall quality of maintenance of Town streets 49 19.8 % Overall effectiveness of communication by the Town 45 18.1 % Overall efforts by the Town to ensure the community is prepared for emergencies 38 15.3 % Overall quality of government services provided by the Town of Westlake 38 15.3 % Overall value you receive from your tax dollars and fees 35 14.1 % Overall quality of enforcement of codes and ordinances 35 14.1 % Overall quality of customer service by the Town 13 5.2 % None chosen 9 3.6 % Total 666 Town of Westlake 2015 Resident Survey: Findings Report ETC Institute (2015)Page 42 Q3. 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 circle your level of satisfaction with each of the following. - POLICE SERVICES (N=248) Very Very Don't satisfied Satisfied Neutral Dissatisfied Dissatisfied Know A. Quality of local police protection 44.8% 33.1% 12.1% 4.0% 2.4% 3.6% B. Visibility of police in neighborhoods 36.3% 33.5% 18.1% 8.5% 3.2% 0.4% C. How quickly police respond to emergencies 37.5% 19.4% 4.0% 2.4% 0.4% 36.3% D. Efforts of the Town to prevent crime 41.1% 35.1% 6.9% 5.2% 3.2% 8.5% E. Level of traffic enforcement 42.7% 27.8% 16.1% 7.7% 2.0% 3.6% WITHOUT DON’T KNOW Q3. 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 circle your level of satisfaction with each of the following.(Without "Don't Know") - POLICE SERVICES (N=248) Very Very satisfied Satisfied Neutral Dissatisfied Dissatisfied A. Quality of local police protection 46.4% 34.3% 12.6% 4.2% 2.5% B. Visibility of police in neighborhoods 36.4% 33.6% 18.2% 8.5% 3.2% C. How quickly police respond to emergencies 58.9% 30.4% 6.3% 3.8% 0.6% D. Efforts of the Town to prevent crime 44.9% 38.3% 7.5% 5.7% 3.5% E. Level of traffic enforcement 44.4% 28.9% 16.7% 7.9% 2.1% Town of Westlake 2015 Resident Survey: Findings Report ETC Institute (2015)Page 43 Q3. 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 circle your level of satisfaction with each of the following. - FIRE & MEDICAL SERVICES (N=248) Very Very Don't satisfied Satisfied Neutral Dissatisfied Dissatisfied Know F. Quality of fire services 40.7% 16.9% 7.7% 0.8% 1.6% 32.3% G. Quality of emergency medical services 45.6% 11.3% 5.6% 1.6% 0.8% 35.1% H. Response time of fire and emergency medical services personnel 39.9% 10.5% 8.5% 0.8% 0.0% 40.3% WITHOUT DON’T KNOW Q3. 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 circle your level of satisfaction with each of the following.(Without "Don't Know") - FIRE & MEDICAL SERVICES (N=248) Very Very satisfied Satisfied Neutral Dissatisfied Dissatisfied F. Quality of fire services 60.1% 25.0% 11.3% 1.2% 2.4% G. Quality of emergency medical services 70.2% 17.4% 8.7% 2.5% 1.2% H. Response time of fire and emergency medical services personnel 66.9% 17.6% 14.2% 1.4% 0.0% Town of Westlake 2015 Resident Survey: Findings Report ETC Institute (2015)Page 44 Q3. 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 circle your level of satisfaction with each of the following. - EMERGENCY PREPAREDNESS (N=248) Very Very Don't satisfied Satisfied Neutral Dissatisfied Dissatisfied Know I. Response efforts by the Town Staff during extreme weather conditions 46.4% 32.3% 4.4% 3.2% 1.2% 12.5% J. Efforts by the Town Staff to inform residents of hazardous road conditions, potential inclement weather & closures 50.4% 31.0% 11.3% 2.4% 0.0% 4.8% WITHOUT DON’T KNOW Q3. 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 circle your level of satisfaction with each of the following.(Without "Don't Know") - EMERGENCY PREPAREDNESS (N=248) Very Very satisfied Satisfied Neutral Dissatisfied Dissatisfied I. Response efforts by the Town Staff during extreme weather conditions 53.0% 36.9% 5.1% 3.7% 1.4% J. Efforts by the Town Staff to inform residents of hazardous road conditions, potential inclement weather & closures 53.0% 32.6% 11.9% 2.5% 0.0% Town of Westlake 2015 Resident Survey: Findings Report ETC Institute (2015)Page 45 Q3. 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 circle your level of satisfaction with each of the following. - TRANSPORTATION SERVICES (N=248) Very Very Don't satisfied Satisfied Neutral Dissatisfied Dissatisfied Know K. Condition of major streets in Westlake 48.8% 36.3% 9.7% 4.0% 1.2% 0.0% L. Condition of streets in your neighborhood 36.7% 42.7% 8.1% 8.9% 2.0% 1.6% M. Cleanliness of streets and other public areas 49.2% 36.3% 10.9% 2.4% 1.2% 0.0% N. Traffic flow and congestion management in Westlake 27.0% 43.1% 19.4% 8.5% 1.2% 0.8% WITHOUT DON’T KNOW Q3. 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 circle your level of satisfaction with each of the following.(Without "Don't Know") - TRANSPORTATION SERVICES (N=248) Very Very satisfied Satisfied Neutral Dissatisfied Dissatisfied K. Condition of major streets in Westlake 48.8% 36.3% 9.7% 4.0% 1.2% L. Condition of streets in your neighborhood 37.3% 43.4% 8.2% 9.0% 2.0% M. Cleanliness of streets and other public areas 49.2% 36.3% 10.9% 2.4% 1.2% N. Traffic flow and congestion management in Westlake 27.2% 43.5% 19.5% 8.5% 1.2% Town of Westlake 2015 Resident Survey: Findings Report ETC Institute (2015)Page 46 Q3. 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 circle your level of satisfaction with each of the following. - COMMUNICATION & CITIZEN ENGAGEMENT (N=248) Very Very Don't satisfied Satisfied Neutral Dissatisfied Dissatisfied Know O. Efforts by the Town to keep you informed about Council meetings, Town projects, issues, and events 54.0% 39.1% 4.8% 0.8% 0.4% 0.8% P. Timeliness of information provided by the Town 44.0% 46.0% 7.7% 1.2% 0.4% 0.8% Q. Completeness of the information provided by the Town 38.3% 44.4% 11.3% 2.4% 1.2% 2.4% R. Usefulness of the Westlake Wire communications 35.9% 38.7% 12.5% 0.0% 0.4% 12.5% S. Usefulness of social media efforts 24.2% 27.0% 12.9% 3.2% 1.6% 31.0% T. Ease of use of the Town's website 27.4% 34.3% 20.2% 3.2% 1.2% 13.7% U. Availability/Accessibility of Town records 16.5% 19.8% 10.5% 2.0% 1.2% 50.0% V. Opportunities provided for public input 37.5% 33.5% 10.9% 2.0% 4.0% 12.1% Town of Westlake 2015 Resident Survey: Findings Report ETC Institute (2015)Page 47 WITHOUT DON’T KNOW Q3. 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 circle your level of satisfaction with each of the following.(Without "Don't Know") - COMMUNICATION & CITIZEN ENGAGEMENT (N=248) Very Very satisfied Satisfied Neutral Dissatisfied Dissatisfied O. Efforts by the Town to keep you informed about Council meetings, Town projects, issues, and events 54.5% 39.4% 4.9% 0.8% 0.4% P. Timeliness of information provided by the Town 44.3% 46.3% 7.7% 1.2% 0.4% Q. Completeness of the information provided by the Town 39.3% 45.5% 11.6% 2.5% 1.2% R. Usefulness of the Westlake Wire communications 41.0% 44.2% 14.3% 0.0% 0.5% S. Usefulness of social media efforts 35.1% 39.2% 18.7% 4.7% 2.3% T. Ease of use of the Town's website 31.8% 39.7% 23.4% 3.7% 1.4% U. Availability/Accessibility of Town records 33.1% 39.5% 21.0% 4.0% 2.4% V. Opportunities provided for public input 42.7% 38.1% 12.4% 2.3% 4.6% Town of Westlake 2015 Resident Survey: Findings Report ETC Institute (2015)Page 48 Q3. 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 circle your level of satisfaction with each of the following. - PARKS & RECREATION (N=248) Very Very Don't satisfied Satisfied Neutral Dissatisfied Dissatisfied Know W. Maintenance of Town-owned Glenwyck Park 17.3% 23.8% 19.8% 2.4% 1.6% 35.1% X. Number of publicly-accessible parks and trails 27.4% 37.1% 17.3% 5.2% 2.8% 10.1% Y. Maintenance of streetscaping and open spaces 37.9% 34.3% 20.6% 3.6% 0.8% 2.8% WITHOUT DON’T KNOW Q3. 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 circle your level of satisfaction with each of the following.(Without "Don't Know") - PARKS & RECREATION (N=248) Very Very satisfied Satisfied Neutral Dissatisfied Dissatisfied W. Maintenance of Town-owned Glenwyck Park 26.7% 36.6% 30.4% 3.7% 2.5% X. Number of publicly-accessible parks and trails 30.5% 41.3% 19.3% 5.8% 3.1% Y. Maintenance of streetscaping and open spaces 39.0% 35.3% 21.2% 3.7% 0.8% Town of Westlake 2015 Resident Survey: Findings Report ETC Institute (2015)Page 49 Q3. 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 circle your level of satisfaction with each of the following. - UTILITY SERVICES (N=248) Very Very Don't satisfied Satisfied Neutral Dissatisfied Dissatisfied Know Z. Residential trash collection services 46.8% 37.5% 9.7% 0.0% 4.4% 1.6% AA. Curbside recycling services 47.6% 35.1% 8.1% 4.4% 2.0% 2.8% BB. Yard waste & bulky item removal services 36.3% 27.8% 11.3% 2.8% 1.6% 20.2% CC. Town efforts to promote water conservation and protect water resources 31.5% 43.5% 15.7% 2.0% 0.0% 7.3% DD. Household hazardous waste disposal service 12.9% 22.2% 14.9% 0.8% 3.2% 46.0% EE. Efforts by the Town to manage storm water run-off 24.6% 28.2% 15.3% 4.8% 4.0% 23.0% FF. Quality of (drinking) water utility services 33.9% 44.4% 11.7% 1.6% 0.8% 7.7% WITHOUT DON’T KNOW Q3. 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 circle your level of satisfaction with each of the following.(Without "Don't Know") - UTILITY SERVICES (N=248) Very Very satisfied Satisfied Neutral Dissatisfied Dissatisfied Z. Residential trash collection services 47.5% 38.1% 9.8% 0.0% 4.5% AA. Curbside recycling services 49.0% 36.1% 8.3% 4.6% 2.1% BB. Yard waste & bulky item removal services 45.5% 34.8% 14.1% 3.5% 2.0% CC. Town efforts to promote water conservation and protect water resources 33.9% 47.0% 17.0% 2.2% 0.0% DD. Household hazardous waste disposal service 23.9% 41.0% 27.6% 1.5% 6.0% EE. Efforts by the Town to manage storm water run-off 31.9% 36.6% 19.9% 6.3% 5.2% FF. Quality of (drinking) water utility services 36.7% 48.0% 12.7% 1.7% 0.9% Town of Westlake 2015 Resident Survey: Findings Report ETC Institute (2015)Page 50 Q3. 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 circle your level of satisfaction with each of the following. - CUSTOMER SERVICE (N=248) Very Very Don't satisfied Satisfied Neutral Dissatisfied Dissatisfied Know GG. Level of participation by Town Staff in community events/neighborhood meetings 40.3% 28.6% 12.1% 0.0% 1.2% 17.7% HH. Timeliness of Town Staff to concerns/issues (<24 hours) 36.7% 26.2% 11.3% 2.4% 2.0% 21.4% II. Friendliness of Town Staff 52.4% 31.9% 4.4% 0.0% 0.8% 10.5% JJ. Municipal court services 31.9% 25.8% 8.5% 0.8% 0.0% 33.1% KK. Jury service experience 33.5% 23.8% 10.1% 2.0% 0.4% 30.2% WITHOUT DON’T KNOW Q3. 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 circle your level of satisfaction with each of the following.(Without "Don't Know") - CUSTOMER SERVICE (N=248) Very Very satisfied Satisfied Neutral Dissatisfied Dissatisfied GG. Level of participation by Town Staff in community events/neighborhood meetings 49.0% 34.8% 14.7% 0.0% 1.5% HH. Timeliness of Town Staff to concerns/ issues (<24 hours) 46.7% 33.3% 14.4% 3.1% 2.6% II. Friendliness of Town Staff 58.6% 35.6% 5.0% 0.0% 0.9% JJ. Municipal court services 47.6% 38.6% 12.7% 1.2% 0.0% KK. Jury service experience 48.0% 34.1% 14.5% 2.9% 0.6% Town of Westlake 2015 Resident Survey: Findings Report ETC Institute (2015)Page 51 Q3. 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 circle your level of satisfaction with each of the following. - CODE ENFORCEMENT (N=248) Very Very Don't satisfied Satisfied Neutral Dissatisfied Dissatisfied Know LL. Enforcing the exterior appearance and maintenance regulations for property 37.1% 31.9% 12.1% 5.6% 0.8% 12.5% MM. Enforcing sign regulations 33.1% 31.5% 9.7% 3.2% 0.0% 22.6% WITHOUT DON’T KNOW Q3. 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 circle your level of satisfaction with each of the following.(Without "Don't Know") - CODE ENFORCEMENT (N=248) Very Very satisfied Satisfied Neutral Dissatisfied Dissatisfied LL. Enforcing the exterior appearance and maintenance regulations for property 42.4% 36.4% 13.8% 6.5% 0.9% MM. Enforcing sign regulations 42.7% 40.6% 12.5% 4.2% 0.0% Town of Westlake 2015 Resident Survey: Findings Report ETC Institute (2015)Page 52 Q4. Reasons for Moving to Westlake: Using a scale of 1 to 5, where 5 means "Extremely Important" and 1 means "Not Important," please circle how important the following issues were in your decision to move to the Town of Westlake. (N=248) Extremely Very Less Not Don't Important Important Important Important Important Know A. Sense of community 41.1% 29.8% 13.3% 7.7% 6.9% 1.2% B. Quality of life 69.0% 25.8% 3.2% 0.8% 0.8% 0.4% C. Small town feel 52.0% 28.2% 7.7% 5.6% 4.4% 2.0% D. Aesthetic appeal & high development standards 67.7% 17.3% 6.9% 3.2% 2.0% 2.8% E. Westlake Academy 43.1% 19.8% 11.7% 7.3% 13.7% 4.4% F. Access to other public schools (Keller, Northwest or Carroll ISD) 25.4% 16.5% 22.6% 9.3% 21.4% 4.8% G. Proximity to private schools 19.0% 12.9% 16.1% 12.5% 30.6% 8.9% H. Low crime rates/quality of public safety 68.1% 17.3% 4.0% 0.8% 6.9% 2.8% I. Employment opportunities in the Westlake area 12.5% 10.5% 12.9% 27.8% 32.3% 4.0% J. Access to DFW airport 41.1% 31.5% 14.1% 6.5% 5.6% 1.2% K. Access to major highways 46.4% 28.2% 17.7% 4.0% 0.8% 2.8% L. Type of housing available 46.8% 25.8% 13.7% 5.2% 5.2% 3.2% M. Quality of your subdivision 70.2% 15.3% 4.4% 2.4% 2.0% 5.6% N. Westlake as a retirement destination 25.0% 12.9% 12.1% 19.4% 23.0% 7.7% O. Number of publicly accessible parks & trails 23.4% 28.2% 21.8% 12.5% 10.5% 3.6% P. Subdivision amenities (airpark, golf club, parks, etc.) 43.1% 19.8% 14.5% 14.1% 4.0% 4.4% Town of Westlake 2015 Resident Survey: Findings Report ETC Institute (2015)Page 53 WITHOUT DON’T KNOW Q4. Reasons for Moving to Westlake: Using a scale of 1 to 5, where 5 means "Extremely Important" and 1 means "Not Important," please circle how important the following issues were in your decision to move to the Town of Westlake. (Without "Don't Know") (N=248) Extremely Very Less Not Important Important Important Important Important A. Sense of community 41.6% 30.2% 13.5% 7.8% 6.9% B. Quality of life 69.2% 25.9% 3.2% 0.8% 0.8% C. Small town feel 53.1% 28.8% 7.8% 5.8% 4.5% D. Aesthetic appeal & high development standards 69.7% 17.8% 7.1% 3.3% 2.1% E. Westlake Academy 45.1% 20.7% 12.2% 7.6% 14.3% F. Access to other public schools (Keller, Northwest or Carroll ISD) 26.7% 17.4% 23.7% 9.7% 22.5% G. Proximity to private schools 20.8% 14.2% 17.7% 13.7% 33.6% H. Low crime rates/quality of public safety 70.1% 17.8% 4.1% 0.8% 7.1% I. Employment opportunities in the Westlake area 13.0% 10.9% 13.4% 29.0% 33.6% J. Access to DFW airport 41.6% 31.8% 14.3% 6.5% 5.7% K. Access to major highways 47.7% 29.0% 18.3% 4.1% 0.8% L. Type of housing available 48.3% 26.7% 14.2% 5.4% 5.4% M. Quality of your subdivision 74.4% 16.2% 4.7% 2.6% 2.1% N. Westlake as a retirement destination 27.1% 14.0% 13.1% 21.0% 24.9% O. Number of publicly accessible parks & trails 24.3% 29.3% 22.6% 13.0% 10.9% P. Subdivision amenities (airpark, golf club, parks, etc.) 45.1% 20.7% 15.2% 14.8% 4.2% Town of Westlake 2015 Resident Survey: Findings Report ETC Institute (2015)Page 54 Q5. Which THREE of the reasons listed above are the most important reasons why you will stay in Westlake for the next 5 years? Q5. Most Important Number Percent Sense of community 7 2.8 % Quality of life 41 16.5 % Small town feel 22 8.9 % Aesthetic appeal & high development standards 10 4.0 % Westlake Academy 58 23.4 % Access to other public schools (Keller, Northwest or Carroll ISD) 4 1.6 % Proximity to private schools 2 0.8 % Low crime rates/quality of public safety 28 11.3 % Employment opportunities in the Westlake area 3 1.2 % Access to DFW airport 13 5.2 % Access to major highways 3 1.2 % Type of housing available 7 2.8 % Quality of your subdivision 18 7.3 % Subdivision amenities (airpark, golf club, parks, etc.) 15 6.0 % None chosen 17 6.9 % Total 248 100.0 % Q5. Which THREE of the reasons listed above are the most important reasons why you will stay in Westlake for the next 5 years? Q5. 2nd Important Number Percent Sense of community 14 5.6 % Quality of life 32 12.9 % Small town feel 23 9.3 % Aesthetic appeal & high development standards 37 14.9 % Westlake Academy 11 4.4 % Access to other public schools (Keller, Northwest or Carroll ISD) 13 5.2 % Proximity to private schools 2 0.8 % Low crime rates/quality of public safety 23 9.3 % Access to DFW airport 19 7.7 % Access to major highways 3 1.2 % Type of housing available 4 1.6 % Quality of your subdivision 19 7.7 % Westlake as a retirement destination 8 3.2 % Number of publicly accessible parks & trails 9 3.6 % Subdivision amenities (airpark, golf club, parks, etc.) 12 4.8 % None chosen 19 7.7 % Total 248 100.0 % Town of Westlake 2015 Resident Survey: Findings Report ETC Institute (2015)Page 55 Q5. Which THREE of the reasons listed above are the most important reasons why you will stay in Westlake for the next 5 years? Q5. 3rd Important Number Percent Sense of community 9 3.6 % Quality of life 26 10.5 % Small town feel 35 14.1 % Aesthetic appeal & high development standards 28 11.3 % Westlake Academy 12 4.8 % Access to other public schools (Keller, Northwest or Carroll ISD) 3 1.2 % Proximity to private schools 2 0.8 % Low crime rates/quality of public safety 25 10.1 % Access to DFW airport 17 6.9 % Access to major highways 15 6.0 % Type of housing available 7 2.8 % Quality of your subdivision 26 10.5 % Westlake as a retirement destination 1 0.4 % Number of publicly accessible parks & trails 4 1.6 % Subdivision amenities (airpark, golf club, parks, etc.) 10 4.0 % None chosen 28 11.3 % Total 248 100.0 % Q5. The sum of the THREE reasons listed above are the most important reasons why you will stay in Westlake for the next 5 years? Q5. Sum of Top 3 Choices Number Percent Quality of life 99 39.9 % Westlake Academy 81 32.7 % Small town feel 80 32.3 % Low crime rates/quality of public safety 76 30.6 % Aesthetic appeal & high development standards 75 30.2 % Quality of your subdivision 63 25.4 % Access to DFW airport 49 19.8 % Subdivision amenities (airpark, golf club, parks, etc.) 37 14.9 % Sense of community 30 12.1 % Access to major highways 21 8.5 % Access to other public schools (Keller, Northwest or Carroll ISD) 20 8.1 % Type of housing available 18 7.3 % None chosen 17 6.9 % Number of publicly accessible parks & trails 13 5.2 % Westlake as a retirement destination 9 3.6 % Proximity to private schools 6 2.4 % Employment opportunities in the Westlake area 3 1.2 % Total 697 Town of Westlake 2015 Resident Survey: Findings Report ETC Institute (2015)Page 56 Q6. Issue(s) of Interest - Water Conservation / Public Land (Open Space) (N=248) Yes No Don't know A. Would you support incentive programs to promote water conservation? 68.1% 28.6% 3.2% B. Would you support adopting a pricing strategy to promote conservation in Westlake, even if this means paying more for water? 31.0% 66.1% 2.8% C. Would you support the purchase of land to preserve our open space? 70.6% 28.6% 0.8% D. Would you support increasing property taxes by 08 to 10 cents per $100 of assessed valuation to purchase approximately 15-30 acres of land for a park? 42.3% 53.6% 4.0% WITHOUT DON’T KNOW Q6. Issue(s) of Interest - Water Conservation / Public Land (Open Space) (N=248) Yes No A. Would you support incentive programs to promote water conservation? 70.4% 29.6% B. Would you support adopting a pricing strategy to promote conservation in Westlake, even if this means paying more for water? 32.0% 68.0% C. Would you support the purchase of land to preserve our open space? 71.1% 28.9% D. Would you support increasing property taxes by 08 to 10 cents per $100 of assessed valuation to purchase approximately 15-30 acres of land for a park? 44.1% 55.9% Town of Westlake 2015 Resident Survey: Findings Report ETC Institute (2015)Page 57 Q7. Overall, how familiar are you with the following information: (N=248) Very Somewhat Not Don't Familiar Familiar Familiar Know A. The Town's Comprehensive Plan 29.4% 43.5% 26.6% 0.4% B. The Town's Strategic Plan 23.8% 50.0% 25.8% 0.4% C. The Town's lighting standards 27.8% 38.3% 33.1% 0.8% D. The Town's open space requirements for development 24.6% 39.9% 35.1% 0.4% E. Zoning standards within the Town 29.0% 37.9% 32.7% 0.4% F. Allowed uses for existing planned development districts within the Town 22.6% 41.9% 35.1% 0.4% WITHOUT DON’T KNOW Q7. Overall, how familiar are you with the following information: (N=248) Very Somewhat Not Familiar Familiar Familiar A. The Town's Comprehensive Plan 29.6% 43.7% 26.7% B. The Town's Strategic Plan 23.9% 50.2% 25.9% C. The Town's lighting standards 28.0% 38.6% 33.3% D. The Town's open space requirements for development 24.7% 40.1% 35.2% E. Zoning standards within the Town 29.1% 38.1% 32.8% F. Allowed uses for existing planned development districts within the Town 22.7% 42.1% 35.2% Town of Westlake 2015 Resident Survey: Findings Report ETC Institute (2015)Page 58 Q8. When did you most recently attend the following events? (N=248) Never, Never, I 2 Years But I Am Am Not Ago or Aware of Aware of Don't This Year Last Year More Event Event Know A. Decoration Day 4.0% 11.3% 13.7% 52.8% 16.5% 1.6% B. Any of the Master Works concert series Events 5.6% 8.5% 12.5% 49.2% 21.0% 3.2% C. Arbor Day 2.8% 17.3% 21.0% 41.1% 16.1% 1.6% D. Community Tree Lighting 7.7% 16.5% 18.1% 43.1% 12.9% 1.6% E. Westlake Historical Preservation Society's Classic Car Show 10.5% 14.5% 7.7% 45.6% 20.2% 1.6% F. Other Westlake Historical Preservation Society events 8.9% 1.6% 13.3% 40.7% 33.1% 2.4% G. Westlake Public Arts Society events 8.5% 3.6% 9.3% 47.2% 29.8% 1.6% WITHOUT DON’T KNOW Q8. When did you most recently attend the following events? (N=248) Never, But Never, I 2 Years I Am Am Not Ago or Aware of Aware of This Year Last Year More Event Event A. Decoration Day 4.1% 11.5% 13.9% 53.7% 16.8% B. Any of the Master Works concert series Events 5.8% 8.8% 12.9% 50.8% 21.7% C. Arbor Day 2.9% 17.6% 21.3% 41.8% 16.4% D. Community Tree Lighting 7.8% 16.8% 18.4% 43.9% 13.1% E. Westlake Historical Preservation Society's Classic Car Show 10.7% 14.8% 7.8% 46.3% 20.5% F. Other Westlake Historical Preservation Society events 9.1% 1.7% 13.6% 41.7% 33.9% G. Westlake Public Arts Society events 8.6% 3.7% 9.4% 48.0% 30.3% Town of Westlake 2015 Resident Survey: Findings Report ETC Institute (2015)Page 59 Q9. Have you attended a public meeting in your neighborhood? Q9. Have you attended a public meeting in your neighborhood? Number Percent Yes-This year 121 48.8 % Yes-Last year 56 22.6 % No - but I Am Aware of the Meetings 50 20.2 % No - I Am Not Aware of Meetings 17 6.9 % Don't Know 4 1.6 % Total 248 100.0 % Q9. If Yes: Q9a. Was the meeting informative? Number Percent Yes 168 94.9 % No 1 0.6 % Don't know 8 4.5 % Total 177 100.0 % Q9. If Yes: Q9b. Did you have the opportunity to discuss your ideas/concerns? Number Percent Yes 151 85.3 % No 21 11.9 % Don't know 5 2.8 % Total 177 100.0 % Q9. If No: Q9c. Will you attend a neighborhood meeting in the future? Number Percent Yes 44 65.7 % No 16 23.9 % Don't know 7 10.4 % Total 67 100.0 % Q9. If No: Q9d. Do you think these types of meeting are useful? Number Percent Yes 52 77.6 % No 10 14.9 % Don't know 5 7.5 % Total 67 100.0 % Town of Westlake 2015 Resident Survey: Findings Report ETC Institute (2015)Page 60 RESIDENTS WHO ATTENDED A MEETING THIS YEAR Q9. If Yes: Q9a. Was the meeting informative? Number Percent Yes 113 93.4 % Don't know 8 6.6 % Total 121 100.0 % Q9. If Yes: Q9b. Did you have the opportunity to discuss your ideas/concerns? Number Percent Yes 103 85.1 % No 16 13.2 % Don't know 2 1.7 % Total 121 100.0 % RESIDENTS WHO ATTENDED A MEETING LAST YEAR Q9. If Yes: Q9a. Was the meeting informative? Number Percent Yes 55 98.2 % No 1 1.8 % Total 56 100.0 % Q9. If Yes: Q9b. Did you have the opportunity to discuss your ideas/concerns? Number Percent Yes 48 85.7 % No 5 8.9 % Don't know 3 5.4 % Total 56 100.0 % Town of Westlake 2015 Resident Survey: Findings Report ETC Institute (2015)Page 61 Q10. In your opinion, how often should neighborhood meetings be held? Q10. How often should neighborhood meetings be held? Number Percent Annually 111 44.8 % Twice a year 94 37.9 % Every other year 14 5.6 % Don't know 29 11.7 % Total 248 100.0 % Q11. Do any children in grades K-12 live in your home? Q11. Do any children in grades K-12 that live in your home? Number Percent Yes 126 50.8 % No 122 49.2 % Total 248 100.0 % Q11a. IF YES to #11: Do any of these children currently attend Westlake Academy? Q11a. Do any of these children currently attend Westlake Academy? Number Percent Yes 81 64.3 % No 45 35.7 % Total 126 100.0 % Town of Westlake 2015 Resident Survey: Findings Report ETC Institute (2015)Page 62 Q11b. Where do your children go to school? Q11b. Where do your children go to school? Number COLLEYVILLE PRIVATE SCHOOL 1 CARROLL ISD 12 GRAPEVINE FAITH CHRISTIAN SCHOOL 3 KELLER ISD 6 LIBERTY 2 LIBERTY CHRISTIAN 9 PRIVATE FAITH CHRISTIAN 1 PRIVATE SCHOOL 4 SOUTHLAKE ISD 2 WALNUT GROVE 1 Q11c. If any of your children previously attended Westlake Academy, why did they stop? Q11c. Why did they stop? Number ACADEMIC STANDARDS WERE POOR 2 CHILDREN ENROLLED IN UPPER GRADS 2 DIDN'T LIKE THE FACILITY 1 DIFFERENT ENVIRONMENT FOR CHILD 3 HAVE NOT ATTENDED WESTLAKE 3 LACK OF INFERIOR ATHLETIC FACILITIES 2 NEEDS OF CHILDREN WE’RE MET WHEN THEY WERE YOUNGER 1 TOO MUCH PARTENTAL INVOLVEMENT & INFLUENCE 3 TOO MUCH STAFF TURNOVER 2 Q11d. If your children previously attended Westlake Academy, are you considering re-enrolling them in the future? Q11d. Are you considering re-enrolling them in the future? Number Percent Yes 4 11.4 % No 30 85.7 % Don't Know 1 2.9 % Total 35 100.0 % Town of Westlake 2015 Resident Survey: Findings Report ETC Institute (2015)Page 63 Q12. What is your age? Q12. What is your age? Number Percent 18 - 34 years 12 4.8 % 35 - 54 years 125 50.4 % 55 - 74 years 96 38.7 % 75+ years 15 6.0 % Total 248 100.0 % Q13. How many years have you lived in Westlake? Q13. How many years have you lived in Westlake? Number Percent 5 or fewer years 117 47.6 % 6-10 years 70 28.5 % 11-15 years 26 10.6 % 16-20 years 4 1.6 % Over 20 years 29 11.8 % Total 246 100.0 % Town of Westlake 2015 Resident Survey: Findings Report ETC Institute (2015)Page 64 Q14. In which subdivision do you live? Q14. In which subdivision do you live? Number Percent Stagecoach Hills 26 10.5 % Vaquero 105 42.3 % Wyck Hill 6 2.4 % Glenwyck Farms 57 23.0 % Mahotea Boone 9 3.6 % Other 38 15.3 % Not provided 7 2.8 % Total 248 100.0 % Q14. Other Q14. Other Number ASPEN 3 CARPENTER 2 COWGIRL RANCH ESTATE 2 DOVE ROAD 3 FARMLAND OUTSKIRTS 2 KELLER/WESTLAKE BORD 2 NEAR STAGECOACH HILL 3 PAIGEBOOKE 1 RI RESTRICTED AREA 3 TERRA BELLA 9 Town of Westlake 2015 Resident Survey: Findings Report ETC Institute (2015)Page 65 Q15. Which of the following BEST describes your total annual household income? Q15. BEST describes your total annual household income? Number Percent Under $50,000 9 3.7 % $50,000 - $149,000 13 5.3 % 150,000 - $500,000 72 29.3 % Over $500,000 111 45.1 % Not provided 41 16.7 % Total 246 100.0 % Q16. Gender: Q16. Gender: Number Percent Male 128 51.6 % Female 120 48.4 % Total 248 100.0 % Q17. Overall, how safe do you feel in the Town of Westlake? Q17. How safe do you feel in the Town of Westlake? Number Percent Very Safe 153 61.7 % Safe 83 33.5 % Unsafe 10 4.0 % Very Unsafe 2 0.8 % Total 248 100.0 % Q18. Overall, how would you rate the Town of Westlake as a place to live? Q18. How would you rate the Town of Westlake as a place to live? Number Percent Excellent 180 72.6 % Good 50 20.2 % Average 3 1.2 % Poor 12 4.8 % Don't know 3 1.2 % Total 248 100.0 % Town of Westlake 2015 Resident Survey: Findings Report ETC Institute (2015)Page 66 Options Comments: Lower my property taxes. Lower my water rates. Don’t need more green space. When will the town of Westlake have automatic billing of utilities? The bus stops are a complete waste of money. The lighting system at intersections is not only a total waste of money, but dangerous. I travel at night and the lights look like crap, which makes it dangerous for real traffic. Town staff are friendly and very helpful. Landscaping at intersection of Dove Road and Davis Boulevard needs attention. Can’t hear warning sirens from within our home in Vaquero, only slightly, even when outside the home. AT&T mobile service is awful. Only have to one bar in our home. Would like to see better maintenance of landscaping on Davis, east side, and areas town maintains; also, along Dove, west of Davis. Replacement of dead plants and trees in both areas. Completion of projects, removal of debris and pylons in a timely manner. When Westlake Academy is in session, pick-up and drop-off times bring Dove Road to a complete stop. Traffic passing through cannot get by. Can Westlake Academy figure out a new pick-up/drop-off strategy? Student drivers are blocked in the lower parking lot for 30 minutes after release time. Maybe stagger start and end times for various grades. People move to Westlake because of the school; let’s make sure financial resources are adequately allocated there. I’ve seen a future town hall in the City’s Improvement Plan in the $8-$10 million range. With all the vacant office space in Westlake, let’s not do this. We don’t need to spend millions acquiring land for a park. We should consider expanding fields at the school that effectively function as a park. I am concerned about overall debt levels at the Town. I’d like to hear of a plan to reduce debt over time. Maintenance of park has really deteriorated over last several years. The trail behind Terra Bella is full of poison ivy. Internet service is horrible. Wish that the Town enforced codes and ordinances regarding keeping private properties clean and not a fire hazard. Have called about 5920 Mahotea Boone, but nothing has been done. Sidewalks, lights, cable, natural gas, and sewer would also be welcome. Great place to live and raise a family. Thank you. I would greatly appreciate consideration for returning to two trash pick-up days per week. Would like to see better maintenance of Glenwyk Park, the trail system and the street-scaping areas. There are frequently broken branches, plant debris, and low hanging branches that make the trails dangerous for kids biking and scooting. Also, the amount of litter that accumulates on the trails, like broken beer bottles and cans, garbage, cigarettes and cartons, fast food trash, etc., as well as, along Dove Road and in the waterways. Very upsetting to see in such a beautiful town. More trash cans and recycling bins might help, but I think there needs to be more frequent clean-up of this. Unfortunately, it makes me think there is non-resident partying going on in our public parks at night. As a side note, it would be nice to have a playground for kids. The intersections at Davis and Dove, and Davis and Kirkwood need traffic lights. With 8 lanes of traffic, two from every direction, it’s dangerous and slow moving with the current stop signs. Disagree with property taxes, since it was going to be a temporary tax. Should drop off after age 65. Now you are asking to increase for purchase of land. Control by zoning. We originally moved to Westlake for Westlake Academy. Although Westlake Academy is a good school, it is not challenging enough for students, especially in math and science at the PYP level. It would be great to have a GT program in the earlier grades. However, I understand that this would be difficult in a small school. Town of Westlake 2015 Resident Survey: Findings Report ETC Institute (2015)Page 67 The Town and City Council should do everything in their power to preserve the quality of life and small town, rural area feel of Westlake. This is the primary reason, along with the Academy, that attracted most of the residents to move to Westlake. We have a great town and we should ensure that it remains that way for future generations of Westlaker’s. It’s nice to see the Davis Road project finally finished. Took forever. Also, the roadway landsca ping is nice again finally. Almost finished. Tornado siren cannot be heard well in our neighborhood, Glenwyck Farms. Neighborhood parks tend to have trash build up in cans and on trails for days. Do appreciate the dog bag availability. Trash service needs to be two times per week. They also need to be more flexible with respect to pick-up of cardboard boxes. When we moved into our home the trash collectors would not dispose of them. I hope with all the new construction we don’t lose the small town feel. I hope Westlake Academy continues to draw people to Westlake. I’ve noticed many families leaving Westlake because they are unhappy with MYP program at the school. There is a lot of negative talk within the community about the new administration at the school. Let’s use some common sense measures like education and provide waste removal opportunities before raising taxes. We don’t get much punch for our tax dollar. Please stop nickel and diming us to death and give your employees a raise. It was excellent three years ago when we first moved here. Put “good” now because there is too much building going on. Utility offers are limited and cell reception is poor. Westlake Academy, while an excellent school academically, does not have a great program on diversity, indecisiveness, and anti-bullying. Also, the staff there needs more training on organization skills. Seems to have a lot of last minute requests. I am concerned about the reputation of Westlake Academy. Current administration is not well liked and I don’t feel like quality teachers have been hired. Communication is poor and many issues go unaddressed when raised. Almost switched schools this year, but going to give it another year. Westlake is a slice of heaven. Important that Westlake Academy focuses on AP, along with IB. Westlake Academy has dropped out of the national rankings. That will hurt the desire of families to move to Westlake. There is not much of an opportunity to find a home to retire in after the kids have moved on. I have lived here for two years. Westlake Academy was a major draw with our three grade school children. Overall, we like the school. We are concerned with the very high teacher turnover the school has experienced over the past two years. Furthermore, the teachers leaving seem to be the most sought after by parents and students alike. We are concerned that teacher morale is low, leadership vision may be lacking, and that many fellow residents are likely to pull their kids from Westlake Academy. We are reviewing our options each summer for each of our three kids. Please address the staffing and stability of Westlake Academy. Need to outlaw bicycle riding on public streets. No mass groups of riders. Need to have a facility for sporting, or professional riders. Not talking about kids riding their bicycles. I hope they do not increase the speed limit when they make our road a four lane. We moved to Westlake for our children to attend Westlake Academy. However, we are very disappointed with the school and this is why our children no longer attend there. Other than that, Westlake is a nice area. Town of Westlake 2015 Resident Survey: Findings Report ETC Institute (2015)Page 68 Too many break-ins during our residence of three years here and not enough police presence to deter break-ins. Too many police traps in Westlake. I know this is to generate monies, but this makes citizens and residents not like police in the area. Water is too expensive. Need more detail around crime. We need to know when there is theft going on in the neighborhood. I live on Dove Road. It is beautifully lined with trees. They should never make it a four lane road. The town should be more focused on academics. The town is a great place and I love living here. We are dissatisfied with the attitude of contracted Keller police officers. Change system of water billing so it is economical for property owners. It should not be more than costs for electricity and/or natural gas. We just moved here a year ago and love it. Roads need restriping/remarking. I would love to see Westlake incorporate our own law enforcement instead of contracting with Keller. Would love to see the development of a bike trail system, publicly accessible, throughout the town. I would like to see recycling pickup done twice a week or allowed two recycle bins per household. Water infrastructure has not kept up with population growth. Regarding new commercial development, be very choosy in selection process of incoming types of businesses allowed. Get a different landscape architect when working on road design so that it complements the natural environment. New commercial development, Entrada needs to have sandstone cladding instead of stucco. I appreciate the mayor being accessible and the town staff works really hard at their jobs and they are friendly, a great big thank you to the town of Westlake. Everyone should have the opportunity to live here, in my community all leave their egos at the gate. Would love a trail map, one with distances would be even better. Don’t widen Dove Road between David Boulevard and Paytonville. Price of water relative to Southlake is ridiculously high. Are there any potential plans for a park in Westlake? My only complaint, we have a big fidelity complex and the smokers cross Dove Road and stand in the median and smoke. It is very unpleasant to look at. Need to be more informative, let everyone know what’s going on in the community. Would like them to evaluate why our water is so expensive. A lot of robberies happening in Vaquero, this needs to be addressed. We are enjoying living here in Westlake. Don’t widen Dove Road. Get rid of the cyclists on Dove Road, I fear for their lives. Under the current regime, they don’t listen. 90% of the money goes to the academy, not for the town. They don’t enforce the codes unless we call them about it. The streets are not kept up, everything goes where the money is, Vaquero, they get all the upgrades, not the other communities. If property taxes are increased to purchase park land, as in question 6d, I would only support this if a dog park was included. We need a cell phone tower in Westlake. A traffic signal is needed on David Road and Dove for safety purposes. Town of Westlake 2015 Resident Survey: Findings Report ETC Institute (2015)Page 69 There does not seem to be a proactive approach to crime in this community, just reactive. Currently, there are too many homes for sale in Westlake. That is a direct consequence of decisions made by city officials that has resulted in diminished property values. Water utility charges, specifically sewer charges, are too expensive. Regarding lighting standards, current standards are outdated since they do not reflect the current usage of LED bulbs, which are higher and brighter than the incandescent bulbs of the same wattage. Town of Westlake 2015 Resident Survey: Findings Report ETC Institute (2015)Page 70 Section 5: Survey Instrument Town of Westlake 2015 Resident Survey: Findings Report ETC Institute (2015)Page 71 Town of Westlake Dear Westlake Resident, It is that time when the Town of Westlake is again seeking feedback about the quality of municipal services provided to our residents. We are proud to present to you the 2015 DirectionFinder survey. The feedback received from these surveys is critical to the Town in shaping our goals, evaluating our services, and uncovering the most important issues for you and your family. We offer this survey every 2 years with the last survey being conducted in 2013. If you have not previously participated in this survey before, we encourage you to take a moment to provide us with your responses. If you have completed this survey in years past, please know that we thank you for your continued participation in this effort and are looking forward to hearing from you again. This year marks the fifth administration of this survey and you may notice some changes. Every time we conduct this process, we strive to improve it and help the response and feedback flow quickly and easily. Because we appreciate your time, we are also pleased to offer the survey in an online format for all residents. We hope this courtesy will provide our busy respondents with a convenient option for providing the Town with your input. Please take a few minutes to complete the enclosed survey. Please answer any and all questions as accurately as possible and if you feel it is appropriate, use the comment space provided at the end of the survey for any further information you would like us to know. If you would like to access the survey online in lieu of completing this paper copy, you can find it at: www.westlakesurvey.org Please return your completed paper survey in the enclosed postage-paid envelope to: ETC Institute 725 W. Frontier Circle Olathe, KS 66061 If you have any questions, please contact Amanda DeGan, Assistant Town Manager, at (817) 490-5715, or via email at adegan@westlake-tx.org. Thank you for helping to make Westlake a premier community! Thomas E. Brymer Town Manager/Superintendent Westlake Academy 3 Village Circle, Suite 202 ♦ Westlake, Texas 76262 Metro: 817-430-0941 ♦ Fax: 817-430-1812 ♦ www.westlake -tx.org 1 TOWN OF WESTLAKE 2015 RESIDENT SURVEY 1. Satisfaction with Major Categories of Town Services: Using a scale of 1 to 5, where 5 means “Very Satisfied” and 1 means “Very Dissatisfied,” please circle your level of satisfaction with the following services provided by the Town of Westlake. Very Very Don’t Satisfied Satisfied Neutral Dissatisfied Dissatisfied Know How satisfied are you with the: A. Overall quality of public safety services (police, fire, and emergency medical) 5…....….4..…..….3.........…..2……..….1…...…..9 B. Overall efforts by the Town to ensure the community is prepared for emergencies 5…....….4..…..….3.........…..2……..….1…...…..9 C. Overall quality of maintenance of Town streets 5…....….4..…..….3.........…..2……..….1…...…..9 D. Overall effectiveness of communication by the Town 5…....….4..…..….3.........…..2……..….1…...…..9 E. Overall quality of utility services 5…....….4..…..….3.........…..2……..….1…...…..9 F. Overall quality of parks, trails, open spaces, streetscaping, and facilities 5…....….4..…..….3.........…..2……..….1…...…..9 G. Overall quality of customer service by the Town 5…....….4……….3........…...2……..….1…...…..9 H. Overall quality of enforcement of codes and ordinances 5…....….4……….3........…...2……..….1…...…..9 I. Overall quality of government services provided by the Town of Westlake 5…....….4..…..….3.........…..2……..….1…...…..9 J. Overall value you receive from your tax dollars and fees 5…....….4..…..….3.........…..2……..….1…...…..9 K. Overall value of Westlake Academy to the Town 5…....….4..…..….3.........…..2……..….1…...…..9 2. Which THREE of the services listed above are the most important to you? (Write in the spaces below, using the letters from the list in Question #1, above) 1st__________ 2nd__________ 3rd__________ 3. 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 circle your level of satisfaction with each of the following. Very Very Don’t Satisfied Satisfied Neutral Dissatisfied Dissatisfied Know How satisfied are you with the: Police Services A. 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 of the Town to prevent crime 5…....….4..…..….3.........…..2……..….1…...…..9 E. Level of traffic enforcement 5…....….4..…..….3.........…..2……..….1…...…..9 Fire & Medical Services F. Quality of fire services 5…....….4..…..….3.........…..2……..….1…...…..9 G. Quality of emergency medical services 5…....….4..…..….3.........…..2……..….1…...…..9 H. Response time of fire and emergency medical services personnel 5…....….4..…..….3.........…..2……..….1…...…..9 Emergency Preparedness I. Response efforts by the Town Staff during extreme weather conditions 5…....….4..…..….3.........…..2……..….1…...…..9 J. Efforts by the Town Staff to inform residents of hazardous road conditions, potential inclement weather & closures 5…....….4..…..….3.........…..2……..….1…...…..9 2 (Question #3 continued) Using a scale of 1 to 5, where 5 means “Very Satisfied” and 1 means “Very Dissatisfied,” please circle your level of satisfaction with each of the following.) Very Very Don’t Satisfied Satisfied Neutral Dissatisfied Dissatisfied Know Transportation Services K. Condition of major streets in Westlake 5…....….4..…..….3.........…..2……..….1…...…..9 L. Condition of streets in your neighborhood 5…....….4..…..….3.........…..2……..….1…...…..9 M. Cleanliness of streets and other public areas 5…....….4..…..….3.........…..2……..….1…...…..9 N. Traffic flow and congestion management in Westlake 5…....….4..…..….3.........…..2……..….1…...…..9 Communications & Citizen Engagement O. Efforts by the Town to keep you informed about Council meetings, Town projects, issues, and events 5…....….4..…..….3.........…..2……..….1…...…..9 P. Timeliness of information provided by the Town 5…....….4..…..….3.........…..2……..….1…...…..9 Q. Completeness of the information provided by the Town 5…....….4..…..….3.........…..2……..….1…...…..9 R. Usefulness of the Westlake Wire communications 5…....….4..…..….3.........…..2……..….1…...…..9 S. Usefulness of social media efforts 5…....….4..…..….3.........…..2……..….1…...…..9 T. Ease of use of the Town’s website 5…....….4..…..….3.........…..2……..….1…...…..9 U. Availability/Accessibility of Town records 5…....….4..…..….3.........…..2……..….1…...…..9 V. Opportunities provided for public input 5…....….4..…..….3.........…..2……..….1…...…..9 Parks & Recreation Services W. Maintenance of Town-owned Glenwyck Park 5…....….4..…..….3.........…..2……..….1…...…..9 X. Number of publicly-accessible parks and trails 5…....….4..…..….3.........…..2……..….1…...…..9 Y. Maintenance of streetscaping and open spaces 5…....….4..…..….3.........…..2……..….1…...…..9 Utility Services Z. Residential trash collection services 5…....….4..…..….3.........…..2……..….1…...…..9 AA. Curbside recycling services 5…....….4..…..….3.........…..2……..….1…...…..9 BB. Yard waste & bulky item removal services 5…....….4..…..….3.........…..2……..….1…...…..9 CC. Town efforts to promote water conservation and protect water resources 5…....….4..…..….3.........…..2……..….1…...…..9 DD. Household hazardous waste disposal service 5…....….4..…..….3.........…..2……..….1…...…..9 EE. Efforts by the Town to manage storm water run-off 5…....….4..…..….3.........…..2……..….1…...…..9 FF. Quality of (drinking) water utility services 5…....….4..…..….3.........…..2……..….1…...…..9 Customer Service GG. Level of participation by Town Staff in community events/ neighborhood meetings 5…....….4..…..….3.........…..2……..….1…...…..9 HH. Timeliness of Town Staff to concerns/issues (<24 hours) 5…....….4..…..….3.........…..2……..….1…...…..9 II. Friendliness of Town Staff 5…....….4..…..….3.........…..2……..….1…...…..9 JJ. Municipal court services 5…....….4..…..….3.........…..2……..….1…...…..9 KK. Jury service experience 5…....….4..…..….3.........…..2……..….1…...…..9 Code Enforcement LL. Enforcing the exterior appearance and maintenance regulations for property 5…....….4..…..….3.........…..2……..….1…...…..9 MM. Enforcing sign regulations 5…....….4..…..….3.........…..2……..….1…...…..9 3 4. Reasons for Moving to Westlake: Using a scale of 1 to 5, where 5 means “Extremely Important” and 1 means “Not Important,” please circle how important the following issues were in your decision to move to the Town of Westlake. Extremely Very Less Not Don’t Important Important Important Important Important Know How important was: A. Sense of community 5…....….4..…..…...3.........….2………..1….......9 B. Quality of life 5…....….4..…..…...3..............2………..1….......9 C. Small town feel 5…....….4..…..…...3.........….2………..1….......9 D. Aesthetic appeal & high development standards 5…....….4..…..…...3.........….2………..1….......9 E. Westlake Academy 5…....….4..…..…...3.........….2………..1….......9 F. Access to other public schools (Keller, Northwest or Carroll ISD) 5…....….4..…..…...3.........….2………..1….......9 G. Proximity to private schools 5…....….4..…..…...3.........….2………..1….......9 H. Low crime rates/quality of public safety 5…....….4..…..…...3.........….2………..1….......9 I. Employment opportunities in the Westlake area 5…....….4..…..…...3.........….2………..1….......9 J. Access to DFW airport 5…....….4..…..…...3.........….2………..1….......9 K. Access to major highways 5…....….4..…..…...3.........….2………..1….......9 L. Type of housing available 5…....….4..…..…...3.........….2………..1….......9 M. Quality of your subdivision 5…....….4..…..…...3.........….2………..1….......9 N. Westlake as a retirement destination 5…....….4..…..…...3.........….2………..1….......9 O. Number of publicly accessible parks & trails 5…....….4..…..…...3.........….2………..1….......9 P. Subdivision amenities (airpark, golf club, parks, etc.) 5…....….4..…..…...3.........….2………..1….......9 5. Which THREE of the reasons listed above are the most important reasons why you will stay in Westlake for the next 5 years? (Write in the spaces below, using the letters from the list in Question #4, above) 1st_________ 2nd________ 3rd________ 6. Issue(s) of Interest - Water Conservation / Public Land (Open Space) A. Would you support incentive programs to promote water conservation? (1) Yes / (2) No B. Would you support adopting a pricing strategy to promote conservation in Westlake, even if this means paying more for water? (1) Yes / (2) No C. Would you support the purchase of land to preserve our open space? (1) Yes / (2) No D. Would you support increasing property taxes by 08 to 10 cents per $100 of assessed valuation to purchase approximately 15-30 acres of land for a park? (1) Yes / (2) No 7. Overall, how familiar are you with the following information: A. The Town’s Comprehensive Plan _____(3) Very Familiar _____(2) Somewhat Familiar _____(1) Not Familiar B. The Town’s Strategic Plan _____(3) Very Familiar _____(2) Somewhat Familiar _____(1) Not Familiar C. The Town’s lighting standards _____(3) Very Familiar _____(2) Somewhat Familiar _____(1) Not Familiar D. The Town’s open space requirements for development _____(3) Very Familiar _____(2) Somewhat Familiar _____(1) Not Familiar E. Zoning standards within the Town _____(3) Very Familiar _____(2) Somewhat Familiar _____(1) Not Familiar F. Allowed uses for existing planned development districts within the Town _____(3) Very Familiar _____(2) Somewhat Familiar _____(1) Not Familiar 4 8. Please check the following boxes that apply to you (select ONE) When did you most recently attend the following events? This Year Last Year 2 Years Ago or More Never, But I Am Aware of Event Never, I Am Not Aware of Event A. Decoration Day 1 2 3 4 5 B. Any of the Master Works concert series Events 1 2 3 4 5 C. Arbor Day 1 2 3 4 5 D. Community Tree Lighting 1 2 3 4 5 E. Westlake Historical Preservation Society’s Classic Car Show 1 2 3 4 5 F. Other Westlake Historical Preservation Society events 1 2 3 4 5 G. Westlake Public Arts Society events 1 2 3 4 5 9. Have you attended a public meeting in your neighborhood? _____ (1) Yes - This Year (go to #9a-b) _____ (2) Yes - Last Year (go to #9a-b) _____ (3) No - but I Am Aware of the Meetings (go to #9c-d) _____ (4) No - I Am Not Aware of Meetings (go to #9c-d) If Yes: 9a. Was the meeting informative? (1) Yes / (2) No 9b. Did you have the opportunity to discuss your ideas/concerns? (1) Yes / (2) No If No: 9c. Will you attend a neighborhood meeting in the future? (1) Yes / (2) No 9d. Do you think these types of meeting are useful? (1) Yes / (2) No 10. In your opinion, how often should neighborhood meetings be held? _____ (1) Annually _____ (2) Twice a year _____ (3) Every other year _____ (4) Don’t know 11. Do any children in grades K-12 that live in your home? _____ (1) Yes - (go to #11a) _____ (2) No - (go to #12) 11a. IF YES to #12: Do any of these children currently attend Westlake Academy? _____ (1) Yes (go to #12) _____ (2) No (go to #11b-d) 11b. Where do your children go to school? ___________________________________________ 11c. If any of your children previously attended Westlake Academy, w hy did they stop? ______________________________________________________________________________ ______________________________________________________________________________ 11d. If your children previously attended Westlake Academy, are you considering re-enrolling them in the future? _____ (1) Yes _____ (2) No 5 12. What is your age? _____ (1) 18 – 34 years _____ (3) 55 – 74 years _____ (2) 35 – 54 years _____ (4) 75 + years 13. How many years have you lived in Westlake? _______ years 14. In which subdivision do you live? _____ (1) Stagecoach Hills _____ (3) Wyck Hill _____ (5) Mahotea Boone _____ (2) Vaquero _____ (4) Glenwyck Farms _____ (6) Other 15. Which of the following BEST describes your total annual household income? _____ (1) Under $50,000 _____ (3) $150,000 - $500,000 _____ (2) $50,000 - $149,000 _____ (4) Over $500,000 16. Gender: _____ (1) Male _____ (2) Female 17. 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 18. Overall, how would you rate the Town of Westlake as a place to l ive? _____ (4) Excellent _____ (3) Good _____ (2) Average _____ (1) Poor _____ (9) Don’t Know 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 document in the enclosed postage-paid envelope, addressed to: ETC Institute 725 W. Frontier Circle Olathe, KS 66061