Loading...
HomeMy WebLinkAboutCitizen Survey Presentation 05-22-17Presented by May 2017 1 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 2 Agenda •Purpose of the Survey •Methodology •Demographics •Major Findings •Summary •Questions 3 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 4 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 5 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 7 Who Lives in Westlake? 8 Almost Half of the Town’s Residents Did Not Live in Westlake When The First Survey Was Conducted in 2009 9 10 11 12 Reasons Residents Moved to Westlake 13 14 15 Perceptions of the Community 16 % Giving an “Excellent” Rating Has Increased Significantly 17 % Giving an “Excellent” Rating Increased Significantly 18 Satisfaction with Town Services 19 20 21 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 22 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 23 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. 24 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 25 How Westlake Compares to Other Communities 26 27 28 29 Opportunities for Improvement 30 31 32 Other Findings 33 34 35 36 Summary 37 The Town Continues to Out- Perform National Trends 38 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? 40