City of Virginia Beach 2009 Citizens Survey Tracking how residents - - PowerPoint PPT Presentation

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City of Virginia Beach 2009 Citizens’ Survey

Tracking how residents feel about their community and the services provided by the City. Presented by: Continental Research Associates Inc.

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Background

• Benchmark was in 1995
• The questionnaire focuses on residents’ satisfaction
• Telephone survey
• Sample size = 500 randomly-selected households
• Excellent margin of error: ± 1% to ± 4.4%

Method

• Calls made in October (Sun. - Thurs. evenings & incl. cell phones)
• Very scientific procedures
• 6 attempts to each household (Used CATI system)
• Interview took 17 min. (Very well-received)
• Report shows results over time (Most recent = 2007)
• Detailed analysis (Given to Dept. of Mgt. Services)

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Participants were asked to rate their satisfaction with 29 City services & characteristics: Very Satisfied, Satisfied, Dissatisfied, or Very Dissatisfied We summarize Very Satisfied + Satisfied = “Satisfied” Many localities define “excellence” as an 80% (or higher) level

• f satisfaction. Here, 19 of the 29 City services rated above

the 80% threshold.

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Of the 29 services and characteristics:

• 14 items rated at or above 90% in satisfaction
• 5 items rated between 80% and 90%
• 10 items rated below the 80% threshold

~~~ 91.4% were satisfied with City services overall ~~~

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Those With Satisfaction Levels Above 95%

% Satisfied* Fire Department 99.0% 911 Emergency Telephone Center 98.6% Public Libraries 98.0% Paramedic & Rescue Squad 97.8% Recreation Centers 95.2%

* “Very Satisfied” + “Satisfied”

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Those With Satisfaction Levels Between 90% and 95%

% Satisfied* Overall appearance of the City 94.0% # of opportunities for volunteerism 94.0% Overall appearance of your neighborhood 93.4% City parks 93.2% Museums/aquarium/cultural activities 93.0% Police services 92.2% Horticultural & Agricultural services 90.6% Courtesy of City employees 90.4% City trash collection & recycling services 90.4%

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Those With Satisfaction Levels Between 80% and 89%

% Satisfied* Drinking water & sanitary sewer services 88.6% Public beaches 88.6% Public school system 88.0% Mental health & mental retardation svcs. 82.2% The condition of streets in your neighborhood 81.1%

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Those With Satisfaction Levels Below 80%

(Items to focus on?)

% Satisfied* Services for needy or homeless families 74.3% Efforts to combat gang activity/violence 73.1%

Work w/ other communities on regional issues 73.1%

Efforts to protect natural resources/green space 70.9% up

The job opportunities in Virginia Beach 69.8% down Maintenance of City roads & bridges 62.8% Planning for residential development 61.7% up Opportunity citizens have to share opinions 60.7% Planning & construction of new City roads 48.4%

The flow of traffic in the City 39.6%

NOTE: Significant improvements/declines are indicated in the right margin.

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% Using Certain City Services in Past 12 Mos.

% Who Said “Yes” Visited a Va. Beach public beach 85.0% ** Visited a City park 84.8% Visited a Va. Beach public library and/or used the library from home/work 80.6% ** Had contact with or observed Public Safety (Police, Fire, Rescue Squad) 72.2% Went to a museum, the aquarium, or a cultural activity in Va. Beach 69.4% ** Contacted the City by phone/Internet/in person 66.2% Been to a Va. Beach recreation center 55.8% ** ** = Users rated service higher than non-users (n=500)

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% Who “Agreed” With Each Statement

% Who Agree*

• Va. Beach is a good place to live.

97.4% For the most part, I can conveniently access City services. 95.4%

• Va. Beach, in general, is a safe place to live.

94.2% My neighborhood is a safe place to live. 93.6% Overall, I receive a good value for my City tax dollar. 77.2% I know how to inform the City about the way I feel on important issues. 70.1%

* “Strongly Agree” + “Agree”

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NEW QUESTIONS

% Who “Agreed” With Each Statement

% Who Agree*

I would like to have more alternatives to using my car to get around the City. 77.0% The roads I use in Virginia Beach are generally too congested. 74.2% I think if the light rail system is completed, it will relieve congestion from the City’s roadways. 68.9% Bus service seems adequate within Virginia Beach. 55.4%

* “Strongly Agree” + “Agree”

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What one thing should the City do to make Virginia Beach a better place to live?

I think everything is fine 12.0% Improve roads/build roads/finish road projects sooner 13.6% Reduce the traffic flow problems in the City 7.8% More good jobs/better employment opportunities 5.4% The City should lower my taxes/fees 5.0% Improve the schools (more funding/smaller classes) 3.4% Just listen more to citizens/Do more surveys 3.2% Add more public transportation 3.0% Stop or reduce population growth 2.8% Reduce crime 2.8% Control gangs and stop gang activity 2.8% Connect to the light rail project 2.6% … etc. … (n=500)

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94.0% 96.2% 95.6% 96.0% 97.4% 90% 92% 94% 96% 98% 100%

1995 2000 2005 2007 2009

CONTINUED SUCCESS:

% Who Think Virginia Beach is a Good Place to Live

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Respondents = A Full Cross-Section of Residents

Median # of years lived in Virginia Beach 20.0 yrs. % who are homeowners 71.0% % who are renters 29.0% % who have children in household 38.0% % who are registered voters 83.8%

• Avg. (median) age

44.7 yrs. % completed education beyond high school 82.0% % Caucasian 69.6% % African American 17.4% % Filipino American, Asian, or Pacific Islander 6.2% % from another ethnic background 6.8%

• Avg. (median) household income

$75,425

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In Closing…

• With such high satisfaction scores, clearly residents

are pleased with their quality of life in Virginia Beach

• Perhaps the City can study those areas where more

emphasis may be warranted (traffic, planning for roads, growth, bringing in jobs, green space, regional cooperation, gangs, etc.)

• 94.0% are satisfied with the appearance of the City
• 97.4% believe Virginia Beach is a good place to live
• 95.4% believe they can conveniently access City

services