2015 City of Virginia Beach Citizens Survey Highlights How do - - PowerPoint PPT Presentation

1

2015 City of Virginia Beach Citizens’ Survey Highlights

How do residents feel about their community and the services provided by the City?

Continental Research Associates, Inc. Norfolk, Virginia

2

Presentation Overview

• Background & methodology
• Survey results
• What drives satisfaction?
• Geographic breakdowns
• Summary

3

Background & Methodology

• The benchmark study was performed in 1995
• This research involved many scientific protocols
• 19-min. survey in October (randomly-selected households)
• Was well-received; people like to share their opinions
• Surveyed 520 households (by landline & cell phone)
• Excellent Margin of Error: ± 0.9% to ± 4.3%
• Our report displays the results since 2003
• A more detailed analysis was provided

4

Participants rated their satisfaction with 30 City services & characteristics:

฀ Very Satisfied ฀ Satisfied ฀ Dissatisfied ฀ Very Dissatisfied

To summarize: Very Satisfied + Satisfied = “Satisfied”

Localities often seek satisfaction levels of 80% (or higher). 19 of the 30 City services rated above the 80% threshold.

5

The 30 City services and characteristics:

6 Had over 95% satisfied 6 90% to 95% were satisfied 7 80% to 89% were satisfied 9 70% to 79% were satisfied 2 Fewer than 70% were satisfied 30

PLUS...

94.0% were satisfied with City services OVERALL

6

Satisfaction Levels Above 95%

% Satisfied*

Fire Department 98.8% Paramedic & Rescue Squad 98.3% Public libraries 97.3% Recreation centers 97.3% Museums, the aquarium, & cultural arts activities 96.5% 911 Emergency Telephone Center 95.9%

* “Very Satisfied” + “Satisfied” combined

7

Satisfaction Levels of 90% to 95%

% Satisfied*

Horticultural & Agricultural services 93.8% City parks 93.5% Overall appearance of the City 91.7% Police Department services 91.7% Courtesy of City employees 91.0% Overall appearance of your neighborhood 90.4%

* “Very Satisfied” + “Satisfied”

8

Satisfaction Levels of 80% to 89%

% Satisfied*

The 3-1-1 system 89.8% Public beaches 88.3% City trash collection & recycling svcs. 86.0% The public school system 85.8% Efforts to combat gang activity/violence 83.1% Mental health/intellectual disability svcs. 81.0% Condition of streets in your neighborhood 80.8%

* “Very Satisfied” + “Satisfied”

9

Satisfaction Levels Below 80%

% Satisfied*

Protecting natural resources/green space 79.1% Drinking water & wastewater collection services 78.8% The job opportunities in Virginia Beach 76.9% Working with other communities on regional issues 76.6% The level of communication City has with residents 74.6% Services for needy or homeless families 72.5% Planning for residential development 71.9% Planning & construction of new City roads 71.7% Maintenance of City roads & bridges 71.3% The opportunity citizens have to share opinions 67.9% The flow of traffic in the City 50.4%

* “Very Satisfied” + “Satisfied”

Remember:

10

94.0% were satisfied with City services OVERALL

What drives residents’ overall satisfaction* with City services?

(in order of importance to residents)

Satisfaction With:

#1 Courtesy of City employees #2 Drinking water/wastewater collection services #3 Opportunity residents have to share their ideas/opinions #4 Overall appearance of the City #5 Maintenance of roads & bridges #6 Police Department services

* Based on a regression analysis of survey responses

11

12

% Using These City Services (Past 12 Mos.)

% Who Said “Yes”

Visited a public beach (in VB) 80.2% Visited a City park 75.6% * Visited a VB public library or used library from home/work 71.9% * Went to a museum, the aquarium, or a cultural activity in VB 63.5% Contact with/observed Public Safety 63.1% Contacted City by phone/Internet/in person 57.5% Been to a VB recreation center 49.6% *

(n=520)

* Users rated their satisfaction with this sig. higher than non-users

13

What else predicts residents’ overall satisfaction* with City services?

The number of things residents participate in** predicts their overall satisfaction with City services.

The more involved residents are, the more satisfied they are with City services.

* Based on a correlation analysis with number used. ** Visiting a rec. center, park, beach, library, or museum/aquarium/cultural arts activity.

How do you prefer to get info on City programs, services, & issues?

City's website 25.0% Email from City 20.8% Printed newspaper 11.3%

Pamphlets/ newsletter in the mail

12.1% TV news 9.8% Pilot Online 3.7%

• Misc. others

(grouped) 17.3%

14

15

% Who “Agreed” With Each Statement

% Who Agree*

Virginia Beach is a good place to live. 96.0% For the most part, I can conveniently access City services. 94.6% Virginia Beach, in general, is a safe place to live. 94.0% My neighborhood is a safe place to live. 90.2%

* “Strongly Agree” + “Agree”

16

% Who “Agreed” With Each Statement

% Who Agree*

Houses in my neighborhood are well maintained. 88.7% Overall, I receive a good value for my City tax dollar. 80.0% I know how to inform the City about the way I feel on important issues. 73.1% The roads I use in Virginia Beach are generally too congested. (A “negative”) 72.7%

* “Strongly Agree” + “Agree”

What predicts residents’ satisfaction* with the value received for their tax dollar?

(in order of importance to residents)

Satisfaction With:

#1 Maintenance of roads & bridges #2 Drinking water/wastewater collection services #3 Overall appearance of the City #4 Level of communication with residents #5 911 Emergency Telephone Center #6 Public school system * Based on a regression analysis of survey responses

17

18

Residents Clearly Appreciate the City % Who Think VB is a Good Place to Live

96.6% 95.6% 96.0% 97.4% 97.2% 96.0% 96.0% 0% 20% 40% 60% 80% 100% 2003 2005 2007 2009 2011 2013 2015

19

% Satisfied With: “City Services Overall”

20

% Satisfied With: “Overall Appearance of my Neighborhood”

21

% Satisfied With: “Condition of Streets in my Neighborhood”

Ideas for Making VA Beach a Better Place to Live

22

23

Full Cross-Section of Residents Participated

• Avg. # of years lived in VB

23.7 yrs. % homeowners 72.1% % renters 27.9% % with children in household 37.7% % registered voters 78.8%

• Avg. age

47.1 yrs. old % with education beyond high school 81.9% % Caucasian 69.0% % African American 17.3%

• Avg. household income

$80,281

24

To summarize…

• Virginia Beach residents really do enjoy a nice quality of

life here. Over 95% report this is a good place to live.

• During the interviews, it was clear that residents feel

quite connected to the city.

• It’s an attractive place: 91.7% are satisfied with the

appearance of Virginia Beach.

• It’s a safe place to live. An impressive 94.0% said that

Virginia Beach is safe, and just over 90% felt that their

• wn neighborhood is a safe place to live.
• The public appreciates what the City does: 80% even

said they get “a good value” for their tax dollar!!

25

• As departments focus on providing easy access to their

services, 94.6% of your residents report being able to conveniently access City services.

• And, 94.0% are satisfied with City services overall.
• When asked what the City could do to make VB a better

place to live, the suggestions were logical. Continue to focus on those areas (traffic, new roads, jobs, etc.).

• Residents appreciated the opportunity to express how they

feel about living in Virginia Beach. Be sure to read their verbatim comments. They had 9 pages of suggestions.

26

In closing, a few quotes:

“I would not choose to live anywhere else.” “Virginia Beach is such a vibrant town with so much happening.” “I am really excited about the schools here.” “There are so many things here that we could never find elsewhere; we are staying even after my husband retires from the military.” “When relatives visit from Ohio, they are very envious of our lifestyle here.”