HomeMy WebLinkAboutDirectionFinders Survey Presentation2011 DirectionFinder® Survey
Town of Westlake, TX
Presented by
ETC Institute
August 2011
More than 1,550,000 Persons Surveyed
for more than 500 cities and counties in 46 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 25 years
2
Agenda
•Purpose of the Survey
•Methodology
•Demographics
•Major Findings
•Summary
•Questions
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
Survey Methodology
•Survey Description:
–6 pages in length
–survey took approximately 15-20 minutes to complete
•Sample size: 255 completed
•Method of Administration:
–by mail with follow -up by phone
–randomly selected sample of households
•Confidence level: 95%
•Margin of error: +/- 4.0% overall
Demographics
Perceptions of the
Community
Satisfaction with
Town Services
Priorities for
Improvement
Overall Improvement Priorities:
Importance-Satisfaction Rating
2011 Town of Westlake Resident Survey
Major Categories of Town Services
Category of Service
Most
Important
%
Most
Important
Rank
Satisfaction
%
Satisfaction
Rank
Importance-
Satisfaction
Rating
I-S Rating
Rank
Very High Priority (IS >.20)
Maintenance of Town streets 51% 2 60% 8 0.2040 1
High Priority (IS .10-.20)
Quality of public safety services 76% 1 78% 1 0.1697 2
Quality of utility services 41% 3 63% 6 0.1537 3
Quality of parks, trails and facilities 30% 5 61% 7 0.1159 4
Medium Priority (IS <.10)
Emergency preparedness 33% 4 74% 2 0.0859 5
Quality of customer services 12% 7 69% 4 0.0378 6
Effectiveness of Town communication 12% 6 72% 3 0.0342 7
Overall code enforcement 9% 8 67% 5 0.0297 8
Police Services
Fire and Medical
Services
Maintenance
Services
Communication/
Citizen Engagement
Parks/Recreation
Services
Utility Services
Code Enforcement
Services
Customer Service
Reasons Residents
Live in Westlake
Where Westlake
Residents Shop
Summary
Strengths and Weaknesses
•COMPARATIVE STRENGTHS
Effectiveness of Town communication (+26% above U.S. average)
Cleanliness of streets & other public areas (+17% above U.S. average)
Visibility of police in neighborhoods (+16% above U.S. average)
Enforcing the exterior maintenance of residential property (+15% above U.S.
average)
Customer service (+14% above the national average)
Emergency preparedness efforts (+13% above the national average)
Enforcement of sign regulations (+11% above the national average)
Condition of neighborhood streets (+11% above the national average)
•COMPARATIVE WEAKNESSES
Residential trash collection services (-26% below the national average)
Storm water runoff (-15% below the national average)
Yard waste collection services (-11 below the national average)
Household hazardous waste disposal service (-10% below the national average)
Parks/trails/recreation programs and facilities (-10% below the national average)
SUMMARY
•Residents continue to feel good about living in
Westlake
88% of the residents felt the Town was an “excellent” or “good”
place to live
Only 1% rated the Town as a “poor” place to live.
•Although the overall satisfaction with Town services
has declined compared to a year ago, the decrease in
satisfaction is relatively mild given the
implementation of the Town’s new property tax
•Services that residents think are most important:
Public Safety Services
Maintenance of Town Services
Utility Services
Questions ???