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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

  1. Performance & Analytics Item #330: 2015 Resident Satisfaction Survey Findings for March 8, 2016

  2. Performance & Analytics About the Survey Provider ETC Institute • 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 organizational 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 2

  3. Performance & Analytics Purpose • 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 3

  4. Performance & Analytics Methodology • Survey Description o Survey Length: 5 pages o Duration: Took approximately 10 minutes to complete • Administration Methods o Mail, phone, and online during November - December 2015 o Utilized a random sample of residents • Sample size: Goal of 1,800 completed surveys (200 in each of the City’s nine Council Districts) o 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 4

  5. Performance & Analytics Location of Survey Respondents 5

  6. Performance & Analytics Survey Considerations • 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 6

  7. Topic One: Perceived Change in Overall Quality of City Services

  8. Performance & Analytics Perceived Change in Overall Quality of City Services 8

  9. Topic Two: Perceptions of the City

  10. Performance & Analytics Perceptions of the City 10

  11. Performance & Analytics Perceptions of the City

  12. Topic Three: Satisfaction with City Services

  13. Performance & Analytics Satisfaction with City Services 13

  14. Performance & Analytics Satisfaction with City Services 14

  15. Topic Four: Priorities for Residents

  16. Performance & Analytics Priorities for Residents 16

  17. Performance & Analytics Priorities for Residents 17

  18. Topic Five: Summary and Next Steps

  19. Performance & Analytics Summary and Next Steps  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 19

  20. Performance & Analytics Summary and Next Steps • 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 of the City as a place to start a business • Work with Police Department on highlighting community-policing opportunities to improve overall crime prevention efforts/feeling of safety • Monitor impacts of new homelessness initiatives 20

  21. Performance & Analytics Questions 21

  22. Performance & Analytics Perceptions of the City 22

  23. Performance & Analytics Perceptions of the City 23

  24. Performance & Analytics Overall Quality of City Services 24

  25. Performance & Analytics Overall Quality of City Services 25

  26. Performance & Analytics Overall Quality of City Services 26

  27. Performance & Analytics Satisfaction with Specific City Services 27

  28. Performance & Analytics Satisfaction with Specific City Services 28

  29. Performance & Analytics Satisfaction with Specific City Services 29

  30. Performance & Analytics Satisfaction with Specific City Services 30

  31. Performance & Analytics Satisfaction with Specific City Services 31

  32. Performance & Analytics Satisfaction with Specific City Services 32

  33. Performance & Analytics Satisfaction with Specific City Services 33

  34. Performance & Analytics Customer Service & Engagement 34

  35. Performance & Analytics Satisfaction with Specific City Services 35

  36. Performance & Analytics Customer Service & Engagement 36

  37. Performance & Analytics Customer Service & Engagement 37

  38. Performance & Analytics Demographics 38

  39. Performance & Analytics Demographics 39

  40. Performance & Analytics Demographics 40

  41. Performance & Analytics Demographics 41

  42. Performance & Analytics Demographics 42

  43. Performance & Analytics Demographics 43

  44. Performance & Analytics Demographics 44

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