Item #330: 2015 Resident Satisfaction Survey Findings for March 8, - - PowerPoint PPT Presentation

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Item #330: 2015 Resident Satisfaction Survey Findings for March 8, - - PowerPoint PPT Presentation

Dec 17, 2023 126 likes •583 views

Performance & Analytics Item #330: 2015 Resident Satisfaction Survey Findings for March 8, 2016 Performance & Analytics About the Survey Provider ETC Institute ETC Institute (ETC) is a national leader in market research for local

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Item #330: 2015 Resident Satisfaction Survey Findings for March 8, 2016

Performance & Analytics

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Performance & Analytics

  • ETC Institute (ETC) is a national leader in market

research for local government organizations

  • ETC has helped city and county governments

gather and use survey data to enhance

  • rganizational performance for more than 30

years

  • ETC has surveyed more than 2,000,000 persons

since 2006 for more than 850 cities in 49 states

About the Survey Provider

ETC Institute

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Performance & Analytics

  • To objectively assess satisfaction with the delivery of major City services
  • To determine priorities for the City
  • To help inform the budget process
  • Provide a baseline for assessing progress over time

Purpose

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Performance & Analytics

  • Survey Description
  • Survey Length: 5 pages
  • Duration: Took approximately 10 minutes to complete
  • Administration Methods
  • Mail, phone, and online during November - December 2015
  • Utilized a random sample of residents
  • Sample size: Goal of 1,800 completed surveys (200 in each of the City’s nine

Council Districts)

  • 2,478 surveys completed
  • 1,324 via mail
  • 583 via telephone
  • 571 via online
  • Survey demographics are very similar to the most recent Census estimates with

regard to age, gender, race, Hispanic ancestry, and other factors.

  • Confidence level: 95%
  • Margin of error: +/- 2.0% overall

Methodology

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Location of Survey Respondents

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Performance & Analytics

  • When reviewing survey results, please keep in mind the following:
  • Responses may be based on both actual experience and/or perception
  • The survey does not reveal reasons for respondents’ satisfaction levels
  • Survey results can inform improvements in process, management, policy, communication, and

community engagement; all are important and may play a role in responses

  • The survey may raise additional questions or generate further research by Performance &

Analytics

Survey Considerations

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Perceived Change in Overall Quality of City Services

Topic One:

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Perceived Change in Overall Quality of City Services

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Perceptions of the City

Topic Two:

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Perceptions of the City

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Perceptions of the City

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Satisfaction with City Services

Topic Three:

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Satisfaction with City Services

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Satisfaction with City Services

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Priorities for Residents

Topic Four:

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Priorities for Residents

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Priorities for Residents

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Summary and Next Steps

Topic Five:

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Summary and Next Steps

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 The City is moving in the right direction (43% think City services have gotten better compared to several years ago vs. 23% worse)  Most residents have a positive perception of the City

  • The City gets good ratings as a place to live, work, and raise a family
  • Most resident feel safe
  • Residents give positive ratings for the City’s image and quality of life

 City services receiving the HIGHEST satisfaction ratings:

  • Fire rescue safety services
  • Libraries

 Top priority for improvement:

  • Maintenance of streets, sidewalks and infrastructure
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Summary and Next Steps

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  • Continue the focus on infrastructure as a critical responsibility & core

function of City government

  • Work with Communications Department and community outreach teams to

enhance information-sharing and engagement with residents

  • Work with Economic Development on improving the perception and reality
  • f the City as a place to start a business
  • Work with Police Department on highlighting community-policing
  • pportunities to improve overall crime prevention efforts/feeling of safety
  • Monitor impacts of new homelessness initiatives
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Performance & Analytics

Questions

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Perceptions of the City

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Perceptions of the City

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Overall Quality of City Services

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Overall Quality of City Services

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Overall Quality of City Services

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Satisfaction with Specific City Services

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Satisfaction with Specific City Services

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Satisfaction with Specific City Services

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Satisfaction with Specific City Services

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Satisfaction with Specific City Services

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Satisfaction with Specific City Services

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Satisfaction with Specific City Services

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Customer Service & Engagement

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Satisfaction with Specific City Services

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Customer Service & Engagement

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Customer Service & Engagement

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Demographics

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Demographics

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Demographics

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Demographics

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Demographics

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Demographics

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Demographics