HomeMy WebLinkAboutCitizen Survey Presentation 05-22-17Presented by
May 2017
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More than 2,200,000 Persons Surveyed
for more than 900 cities and counties in 49 States
A National Leader in Market Research
for Local Governmental Organizations
…helping city and county governments gather and use survey data to enhance organizational
performance for more than 30 years
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Agenda
•Purpose of the Survey
•Methodology
•Demographics
•Major Findings
•Summary
•Questions
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Purpose of the Survey
•To objectively assess resident satisfaction with the quality of Town services
•Identify trends in satisfaction levels from previous surveys
•Benchmark the performance of the Town with other communities
•To identify community priorities
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Survey Methodology
•Survey Description:
–5 pages in length
–survey took approximately 15-20 minutes to complete
•Sample size: 174 completed
•Method of Administration:
–by mail with follow-up by phone and e-mail
–randomly selected sample of households
•Confidence level: 95%
•Margin of error: +/-5.8% overall
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Bottom Line Up-Front
•Residents have a very positive perception of the
Town as a place to live and the ratings keep getting
better and better
•The Town of Westlake is setting the standard for
service delivery compared to other communities
•Although ratings have decreased slightly since 2015,
the long-term trends are still very good.
•Since 2009, the composite satisfaction index has
increased 21 points
•Town services that residents think are most
important include:
•Public safety
•Parks and recreation
•Westlake Academy 6
Although the Town’s Results
Decreased in 2017, the Long-
Term Trends Are Still Very Good
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Who Lives in
Westlake?
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Almost Half of the
Town’s Residents
Did Not Live in
Westlake When
The First Survey
Was Conducted in
2009
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Reasons Residents
Moved to Westlake
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Perceptions of the
Community
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% Giving an “Excellent” Rating
Has Increased Significantly
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% Giving an “Excellent” Rating
Increased Significantly
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Satisfaction with
Town Services
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Most Notable Increases
LONG -TERM (Since 2009)
Service 2017 2009 Difference Category
Parks/trails/open spaces/streetscaping/facilites 82%54%28%Town Services
Westlake's emergency preparedness efforts 89%65%24%Town Services
Number of publicly-accessible parks/trails 75%53%22%Parks and Recreation
Overall value of Westlake Academy to the Town 72%55%17%Town Services
Condition of major streets in Westlake 81%64%17%Transportation services
Maintenance of Town streets 78%63%15%Town Services
Promote water conservation/protect water resources 75%60%15%Utility Services
Quality of public safety services 95%80%15%Town Services
Condition of neighborhood streets 81%66%15%Transportation services
Enforcing exterior appearance/maintenance regulations for property 80%66%14%Code Enforcement
Overall quality of emergency medical services 91%77%14%Fire Services
Enforcing sign regulations 80%66%14%Code Enforcement
Overall quality of fire services 89%75%14%Fire Services
Cleanliness of streets and other public areas 85%73%12%Transportation services
Overall quality of governmental services 82%70%12%Town Services
Efforts of the Town to prevent crime 77%66%11%Police Services
Response time of fire and EMS personnel 92%82%10%Fire Services
Quality of utility services 71%61%10%Town Services
How quickly police respond to emergencies 84%74%10%Police Services
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Most Notable Increases
SHORT-TERM (Since 2015)
Service 2017 2015 Difference Category
Maintenance of Town-owned Glenwyck Park 74%63%11%Parks and Recreation
Visibility of police in neighborhoods 80%70%10%Police Services
Maintenance of streetscaping/open spaces 82%74%8%Parks and Recreation
Response time of fire and EMS personnel 92%85%7%Fire Services
Quality of local police protection 86%81%5%Police Services
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Most Notable Decreases
LONG -TERM (Since 2009)
Only one core service has seen a decrease in overall
satisfaction since 2009.
Residential trash and recycling saw a 7% decrease in the
number of “Very Satisfied” and “Satisfied” responses
over the last eight years.
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Most Notable Decreases
SHORT-TERM (Since 2015)
Service 2017 2015 Difference Category
Traffic flow and congestion management 56%71%-15%Transportation services
Town efforts to keep residents informed 82%94%-12%Communicatiosn and Citizen Engagement
Timeliness of information provided by the Town 80%91%-11%Communicatiosn and Citizen Engagement
Jury service experience 71%82%-11%Customer Service
Effectiveness of Town communication 81%92%-11%Town Services
Opportunities provided for public input 71%81%-11%Communicatiosn and Citizen Engagement
Municipal court services 76%86%-10%Customer Service
Town staff response during extreme weather 81%90%-10%Emergency Preparedness
Availability/accessibility of Town records 64%73%-9%Communicatiosn and Citizen Engagement
Quality of (drinking) water utility services 77%85%-8%Utility Services
Usefulness of the Westlake Wire communications 77%85%-8%Communicatiosn and Citizen Engagement
Overall customer service provided by Town 82%90%-8%Town Services
Efforts by Town Staff to inform residents of hazardous road conditions, p 79%86%-7%Emergency Preparedness
Westlake's emergency preparedness efforts 89%96%-7%Town Services
Yard Waste/bulky item removal services 73%80%-7%Utility Services
Promote water conservation/protect water resources 75%81%-6%Utility Services
Efforts by the Town to manage storm water run-off 63%69%-6%Utility Services
Efforts of the Town to prevent crime 77%83%-6%Police Services
Completeness of info provided by the Town 80%85%-5%Communicatiosn and Citizen Engagement
How quickly police respond to emergencies 84%89%-5%Police Services
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How Westlake
Compares to Other
Communities
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Opportunities for
Improvement
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Other Findings
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Summary
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The Town Continues to Out-
Perform National Trends
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Summary
•Residents have a very positive perception of the
Town as a place to live and the ratings keep getting
better and better
•The Town of Westlake is setting the standard for
service delivery compared to other communities
•Although ratings have decreased slightly since 2015,
the long-term trends are still very good.
•Since 2009, the composite satisfaction index has
increased 21 points
•Town services that residents think are most
important include:
•Public safety
•Parks and recreation
•Westlake Academy 39
Questions?
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