2013 Citizen Satisfaction Survey Draft Report

Transcription

1 2013 Citizen Satisfaction Survey Draft Report May 15, 2013

2 TABLE OF CONTENTS SUMMARY OF FINDINGS STUDY BACKGROUND METHODOLOGY Project Initiation and Questionnaire Design Survey Population and Data Collection Data Analysis and Project Documentation STUDY FINDINGS Overall Perceptions and Quality of Life Satisfaction with Programs, Services, and Facilities Overall Ratings of Satisfaction and Importance Waste Management City of Lacombe Finance Public Safety and Police Services Infrastructure Services Communications Additional Comments Respondent Profile 82 Appendix A Survey Instrument 1

3 SUMMARY OF FINDINGS In 2013, the City of Lacombe contracted Banister Research & Consulting Inc. (Banister Research) to conduct a survey amongst adult residents living within the City of Lacombe. Surveys were completed via telephone with members of Lacombe s general population. A total of 400 respondents completed the telephone survey, providing a margin of error no greater than ±4.8% at the 95% confidence level, or 19 times out of Key findings of the 2013 Citizen Satisfaction Survey included: Overall Perceptions and Quality of Life Respondents were asked what they considered to be the three (3) most significant factors that contribute to a high quality of life; more than one-third of the respondents (34%, based on total responses) cited the small-town feel or atmosphere, while more than one-fifth (22%) mentioned the people and the friendliness of the community; When asked what they considered to be the three (3) most significant factors contributing to a low quality of life in Lacombe, 41% of the respondents mentioned a lack of shopping, businesses, and restaurants, while 17% cited a high cost of living; When asked to rate the City of Lacombe in terms of various aspects of life in the City, 96% of the respondents rated the overall quality of life as excellent, very good, or good, while 95% provided the same ratings with regards to the quality of the environment. It is worth noting that each aspect of life respondents were surveyed on garnered at least a 90% rating; Respondents were asked to think about what ideas or images come to mind when thinking about Lacombe s community identity. Nearly one-fifth of the respondents (18%) mentioned heritage buildings and Lacombe as a historical community, while 14% cited the small-town feel of the City; When asked what they considered to be the City s strengths and unique features, more than one-quarter of the respondents (28%) mentioned historical or iconic buildings, followed by 13% who reported green spaces and natural areas such as parks, paths, and trails. Twelve percent (12%) cited the proximity of Lacombe to other cities; and When asked what they considered to be the single-most important issue facing the City of Lacombe Council today, nearly one-fifth of the respondents (18%) mentioned attracting businesses and commercial development, while 13% cited issues concerning garbage and recycling services in Lacombe. 1 Based on a population of 11,700. 2

4 Satisfaction with Programs, Services, and Facilities Services provided by the City of Lacombe that respondents most often reported being satisfied with (ratings of 4 or 5 out of 5) included the Lacombe Fire Department (91%), the Lacombe Memorial Centre (83%), and parks, trails, playgrounds, and open spaces (81%). Conversely, services that respondents were less satisfied with included child care programs (23% were satisfied), land use planning and approvals (29%), and attracting and supporting local business (30%); and When asked if they could think of any other types of programs, services, or facilities that they would like the City of Lacombe to offer; 10% of the respondents each cited more recreational facilities, such as sports fields, and more variety in terms of shopping and restaurants. Overall Ratings of Satisfaction and Importance In looking at overall ratings of satisfaction and importance, a number of programs, services, and facilities were identified as primary areas of improvement and key strengths: o o Waste Management Snow removal, sidewalks, water and sewer services, attracting and supporting local business, and recreation programs and services were services considered primary areas of improvement for the City of Lacombe (i.e., high in importance and low in satisfaction); and Key strengths for Lacombe (i.e., services high in importance and high in satisfaction) included the Lacombe Police Service (LPS); the Lacombe Fire Department; parks, trails, playgrounds, and open spaces; and the Lacombe Memorial Centre. Nearly three-quarters (74%) of the respondents were either somewhat (37%) or very (37%) satisfied with the waste collection system in Lacombe, while 15% of the respondents were neither satisfied nor dissatisfied. Only 10% were either somewhat (7%) or very (3%) dissatisfied; More than two-fifths of the respondents (42%) were either somewhat (25%) or very (18%) satisfied with the available recycling options in the City of Lacombe, while close to one-third (32%) were neither satisfied nor dissatisfied. Approximately one-quarter of the respondents (26%) were either somewhat (17%) or very (8%) dissatisfied; Half of the respondents (50%) preferred the idea of pick-up in the back, while 45% preferred pick-up in the front, when thinking about the possibility of a change to individually-assigned rollout bins for household and waste collection; o More than half of the respondents (56%) who preferred pick-up in the front (n=178) were supportive of the proposed change, while just over one-quarter (26%) were unsupportive. Of those who preferred pick-up to occur in the back, 17% were supportive of the proposed change to individually-assigned bins, while 71% were unsupportive; When asked if they would use the community green grass bins to dispose of compostable material, more than four-fifths of the respondents (88%) reported that they would, while 11% would not; 3

5 Eighty-seven percent (87%) of respondents reported using the Wolf Creek Recycle Depot, while 13% reported that they do not use it; and When asked how the Recycle Depot could be improved, nearly one-quarter of the respondents (24%) mentioned that the Depot needs more bins or bigger bins, and that bins should be emptied more often. City of Lacombe Finance One-fifth of the respondents (20%) reported that they had been in contact with a Finance employee within the past year while 79% had not; o o Respondents who reported that they had been in contact with an employee from the Finance Department within the past year (n=79) were asked to rate their level of satisfaction with the customer service that they received during their most recent interaction with an employee; 70% of the respondents were either somewhat (39%) or very (30%) satisfied with the level of customer service that they received, while one-fifth (20%) were neither satisfied nor dissatisfied. Only 9% of the respondents were either somewhat (5%) or very (4%) dissatisfied; Seventy-nine percent (79%) of those who had contact with a Finance employee within the past year (n=79) agreed (ratings of 4 or 5 out of 5) that the employee with whom they last had contact was courteous, while 77% agreed that the employee was accessible. Seventy-six percent (76%) each agreed that the employee was responsive to their needs, and that the employee was knowledgeable about the services they provided; More than half of the respondents (51%) reported that they would use e-commerce to pay their bills and taxes, if it were available on the City s website; 45% indicated that they would not use e-commerce; When asked to consider the value they felt they received for their tax dollars in the City of Lacombe, more than half of the respondents (57%) rated the value they received as either excellent (4%), very good (13%), or good (41%), while 40% felt that they received either fair (30%) or poor value (10%); More than half of the respondents (52%) supported a cost-of-living tax increase strategy, to maintain the current level of service, while one-fifth (20%) supported a tax increase, above inflation, to enhance or increase the level of service. Eleven percent (11%) supported the idea of a tax decrease and a reduction in the level of service; o o Respondents who reported that they would increase taxes (whether as a cost-of-living adjustment or above inflation) (n=75) most often reported that they would increase taxes by between 1% and 5%. The mean tax increase suggested by respondents was 4.6%; Respondents who reported that they would increase taxes (n=75) most often indicated that they would increase the level of service for snow removal (17%) and recycling or waste management services (15%). Nine percent (9%) would increase the level of service to infrastructure, including roads, in general; 4

6 o o Respondents who reported that they would decrease taxes, and reduce the level of service provided by the City (n=40), most often reported that they would reduce taxes by 1% to 5% (43%). One-fifth of the respondents (20%) would decrease taxes by 10%. The mean tax decrease suggested by respondents was 9.1%; and Respondents who would decrease taxes (n=40) were asked which services they would decrease or eliminate; 15% would decrease the level of service provided by bylaw enforcement, while 10% each would make cuts to cultural programs and services, and City staff and administration. Public Safety and Police Services At least three-quarters of the respondents were each satisfied (ratings of 4 or 5 out of 5) with the Lacombe Police Service (LPS) in terms of ensuring the safety of citizens (76%) and in terms of police enforcement, overall (75%). Conversely, less than half of the respondents (48%) were satisfied with the LPS in terms of supplying information to the public on ways to report crime; When asked if they had had to contact the LPS for any reason within the last 12 months, over one-third of the respondents (34%) indicated that they had, while 66% had not; and o Infrastructure Services Three-quarters of the respondents (75%) who had contacted the LPS within the past year (n=134) were either somewhat (22%) or very (53%) satisfied with the level of customer service that they received, while 12% were neither satisfied nor dissatisfied. Only 13% of the respondents were either somewhat (8%) or very (5%) dissatisfied. One-third of the respondents (33%) felt that the City s response to the floods Lacombe experienced in 2010 and 2011 was either somewhat (25%) or very (8%) adequate, while 32% provided a neutral rating. Just under one-quarter of the respondents (24%) felt that the City s response was either somewhat (14%) or very (11%) inadequate, while 12% were unsure; o Respondents who felt that the City s response was inadequate, neither adequate nor inadequate, or those who were unsure (n=270) were asked for what they thought the City could have done differently in response to the flooding in 2010 and One-fifth of the respondents (20%) felt that the City could have mitigated the issue with better long-term planning or preparation, while 18% felt that there should have been a better sewer or drainage system in place; Nearly half of the respondents (49%) indicated that they were either somewhat (37%) or very (12%) satisfied with the City s communication to the public regarding construction and other infrastructure changes, while another 37% were neither satisfied nor dissatisfied. Thirteen percent (13%) were either somewhat (10%) or very (3%) dissatisfied; and o Respondents who were dissatisfied (ratings of 1 or 2 out of 5) with the City s communication to the public in terms of construction and other changes to infrastructure (n=51) most often reported that the City should provide notice further in advance (22%) and that they should have offer notifications via the media (22%), when asked what the City should do differently in terms of communicating with citizens. 5

7 Communications Respondents most often considered utility bill inserts to be an effective method (ratings of 4 or 5 out of 5), in terms of the City communicating with residents about City programs services and facilities, followed by the Sunny94 FM radio station (51%); o Conversely, only 21% of the respondents considered attending City Council meetings to be an effective source of information, while 23% felt that use of social media would be effective; When asked if there were any other methods of information that they would use to obtain information about the City of Lacombe, 5% of all respondents mentioned contact with City Hall (whether in person or by telephone), followed by 3% who would stay informed through wordof-mouth; and Seven percent (7%) of all respondents indicated that they would like to receive more information with regards to City Council (e.g., Council decisions, issues being addressed, budget, etc.), followed by 5% who would like more information in terms of upcoming/future events and activities within the City. Additional Comments Finally, respondents were asked if they had any additional comments about the services provided by the City of Lacombe; 3% of all respondents took the opportunity to mention that the City is doing a good job and that they are satisfied with the services currently provided. Two percent (2%) of all respondents each mentioned issues regarding the cost-of-living and/or high taxes, a need for more road maintenance, and a need to improve garbage collection services, in general. 6

8 1.0 STUDY BACKGROUND In 2013, the City of Lacombe contracted Banister Research to conduct a citizen satisfaction survey in order to objectively measure public opinion on the quality and delivery of major City services, and identify priorities amongst residents as part of the City s budgeting and planning processes. The 2013 Citizen Satisfaction Survey will serve as a consumer report card for Lacombe by providing residents with the opportunity to rate their satisfaction with the quality and delivery of major City programs and services. The survey will also provide residents an opportunity to provide feedback to the City of Lacombe on what is working well and what is not, and identify priorities for community planning and resource allocation as part of the City s budgeting and planning processes. Focus on the quality of the program and service delivery, and the importance of municipal services helps Council, staff, and the public to set priorities for budget decisions, and lays the groundwork for tracking community opinions about the City of Lacombe s core responsibilities, helping to assure sustainable service quality over time. Survey topics included: Overall perceptions of Lacombe and the quality of life; The satisfaction and importance of various programs, services, and facilities; Waste management and recycling; Interactions and satisfaction with the City of Lacombe Finance Department; Public safety and police services; Infrastructure services; and Communications. 7

9 2.0 METHODOLOGY All components of the project were designed and executed in close consultation with the City of Lacombe (the Client). A detailed description of each task of the project is outlined in the remainder of this section. 2.1 Project Initiation and Questionnaire Design At the outset of the project, all background information relevant to the study was identified and subsequently reviewed by Banister Research. The consulting team familiarized itself with the objectives of the Client, ensuring a full understanding of the issues and concerns to be addressed in the project. The result of this task was an agreement on the research methodology, a detailed work plan and project initiation. The questionnaire for the 2013 City of Lacombe Citizen Satisfaction Survey was designed in consultation with the Client. The survey included both quantitative and qualitative questions, in order to elicit a more in-depth investigation of the issues and concerns pertinent to the evaluation assignment. The questionnaire was finalized based upon a pretest of 10 interviews with a random sample of respondents. The pretest assessed interview length and flow patterns and identified any problem questions or difficulties in comprehension or wording as well as areas of respondent resistance. Following the pretest, the questionnaire was revised in consultation with the client. A copy of the final questionnaire is provided in Appendix A. 8

10 2.2 Survey Population and Data Collection Telephone interviews were conducted from April 17 th to April 29 th, 2013 at the Banister Research Call Centre. A total of 400 telephone interviews with adult residents of the City of Lacombe, providing a margin of error no greater than +4.8% at the 95% confidence level, or 19 times out of To maximize the sample, up to five (5) call back attempts were made to each listing, prior to excluding it from the final sample. Busy numbers were scheduled for a call back every fifteen (15) minutes. Where there was an answering machine, fax, or no answer, the call back was scheduled for a different time period on the following day. The first attempts to reach each listing were made during the evening or on weekends, with the exception of Fridays or Saturdays after sundown, during which time no calls were made. The following table presents the results of the final call attempts. Using the call summary standard established by the Market Research and Intelligence Association, there was a 24% response rate and a 45% refusal rate. It is important to note that the calculation used for both response and refusal rates is a conservative estimate and does not necessarily measure respondent interest in the subject area. Summary of Final Call Attempts Call Classification: Number of Calls: Completed Interviews 400 Busy/No Answer/Answering Machine 664 Respondents Unavailable 77 Refusals 948 Fax/Modem/Business/Not-In-Service/Wrong Number 1,187 Language Barrier/Communication Problem 21 Disqualified/Quota Full 107 Total 3,404 At the outset of the fieldwork, all interviewers and supervisors were given a thorough step-by-step briefing to ensure the successful completion of telephone interviews. To ensure quality, at least 20% of each interviewer s work was monitored by a supervisor on an on-going basis. The questionnaire was programmed into Banister Research s Computer Assisted Telephone Interviewing (CATI) system. Using this system, data collection and data entry were simultaneous, as data was entered into a computer file while the interview was being conducted. Furthermore, the CATI system allowed interviewers to directly enter verbatim responses to open-ended questions. 2 Based on a population of 11,700. 9

11 2.3 Data Analysis and Project Documentation While data was being collected, Banister Research provided either a written or verbal progress report to the Client. After the interviews were completed and verified, the lead consultant reviewed the list of different responses to each open-ended or verbatim question and then a code list was established. To ensure consistency of interpretation, the same team of coders was assigned to this project from start to finish. The coding supervisor verified at least 20% of each coder s work. Once the responses were fully coded and entered onto the data file, computer programs were written to check the data for quality and consistency. Data analysis included cross-tabulation, whereby the frequency and percentage distribution of the results for each question were broken down based on respondent characteristics and responses (e.g. length of residency, demographics, etc.). Statistical analysis included a Z-test to determine if there were significant differences in responses between respondent subgroups. Results were reported as statistically significant at the 95% confidence level. Tabulations of the detailed data tables have been provided under separate cover. The reader should note that any discrepancies between charts, graphs or tables are due to rounding of the numbers. 10

12 3.0 STUDY FINDINGS Results of the survey are presented as they relate to the specific topic areas addressed by the survey. It is important to note that the data tables, under a separate cover, provide a detailed analysis of all survey findings. In particular, a comprehensive listing of all open-ended responses has been provided in these tables. The reader should also note, when reading the report that the term significant refers to statistical significance. Only those respondent subgroups which reveal statistically significant differences at the 95% confidence level (19 times out of 20) have been reported on. Respondent subgroups that are statistically similar have been omitted from the presentation of findings. 3.1 Overall Perceptions and Quality of Life To begin the survey, respondents were asked a series of questions concerning their perceptions about the quality of life in the City of Lacombe. First, respondents were asked what they considered to be the three (3) most significant factors that contribute to a high quality of life; more than one-third of the respondents (34%, based on total responses) cited the small-town feel or atmosphere, while more than one-fifth (22%) mentioned the people and the friendliness of the community. See Table 1, below. Table 1 In your opinion, what would you say are the three (3) most significant factors that contribute to a higher quality of life in the City of Lacombe? (Total Responses) Percent of Respondents* (n=400) Small-town feel/small community/good size 34 The people/friendliness/welcoming/sense of community (in general) 22 Green spaces/trees/parks/trails/natural scenery 19 Central location/close to everything/proximity to big cities 19 Good/available amenities/services/businesses 19 Access to education/schools/programs 18 City is clean/well-maintained 13 Safe community/low crime rate 12 Recreation/sports facilities/activities/programs 11 Quiet/peaceful 11 Family-friendly programs/services 6 Good health/medical services/access to hospital 6 Other (5% of respondents or less) 59 Refuse/Don t Know 12 *Multiple responses 11

13 Next, respondents were asked what they considered to be the three (3) most significant factors contributing to a low quality of life in Lacombe. Forty-one percent (41%) of the respondents mentioned a lack of shopping, businesses, and restaurants, while 17% cited a high cost of living. Fifteen percent (15%) felt that poor road conditions (e.g., lack of road maintenance, potholes, and issues concerning snow removal) contributed to a lower quality of life. See Table 2, below. Table 2 And, what would you say are the three (3) most significant factors that contribute to a lower quality of life in the City of Lacombe? (Total Responses) Percent of Respondents* (n=400) Poor/lack of shopping/businesses/restaurants 41 High cost of living 17 Poor/lack of road maintenance/pothole repair/snow removal 15 Poor traffic flow/too much traffic 7 Poor/lack of recreation/sports facilities/services 5 Poor road layout/nearby highway/intersections/lack of access 5 Council does not listen to/communicate with citizens/lacks transparency 5 High crime rate/drug use/vandalism 4 Poorly-run City/dissatisfied with Council/governance (in general) 4 Poor/lack of recycling/organics/garbage services 4 Lack of public transit 4 Dislikes noise from trains/vehicles/proximity of railway 4 Poor/lack of youth activities/services/facilities 4 Other (3% of respondents or less) 61 Refuse/Don t Know 19 *Multiple responses 12

14 Respondents were asked to rate the City of Lacombe in terms of various aspects of life in the City; as shown in Figure 1, below, 96% of the respondents rated the overall quality of life as excellent, very good, or good, while 95% provided the same ratings with regards to the quality of the environment. It is worth noting that each aspect garnered at least a 90% rating. See Table 3, below, for a more detailed breakdown of the results. Figure 1 How would you rate Lacombe in terms of...?* The overall quality of life 96% The quality of the environment 95% Being a good place to live long-term 94% Being a good place to raise a family 94% Cleanliness and neatness of the City 92% 0% 20% 40% 60% 80% 100% n=400 *Percent of respondents who rated each as "excellent," "very good," or "good" Table 3 Being a good place to raise a family Being a good place to live longterm (i.e., more than 20 years) How would you rate Lacombe in terms of? Percent of Respondents (n=400) Excellent Very Good Good Fair Poor Refuse/ Don t Know <1 The quality of the environment <1 The overall quality of life Cleanliness and neatness of the City

15 Respondent subgroups significantly more likely to have rated Lacombe as excellent, very good, or good, in terms of the overall quality of life included: Those who felt that they received excellent, very good, or good value for their tax dollars (98%) versus those who felt that the value they received was fair or poor (92%); Those who supported a cost-of-living tax increase (98%) or a tax increase above inflation (99%) versus those who supported a tax decrease (83%); and Those who were satisfied with the Lacombe Police Service, overall (97%), versus those who were dissatisfied or neither satisfied nor dissatisfied (91%). Respondent subgroups significantly more likely to have rated Lacombe as excellent, very good, or good, in terms of being a good place to raise a family included: Those aged 18 to 34 (99%) versus those aged 35 to 64 (92%) and those aged 65 and older (91%); Those who felt that they received excellent, very good, or good value for their tax dollars (97%) versus those who felt that the value they received was fair or poor (89%); Those who supported a tax increase above inflation (99%) versus those who supported a tax decrease (88%); Those who were satisfied with the Lacombe Police Service, overall (97%), versus those who were dissatisfied or neither satisfied nor dissatisfied (85%); and Those whose highest level of education is high school (97%) or university (98%) versus those whose highest level of education is college (90%). Respondent subgroups significantly more likely to have rated Lacombe as excellent, very good, or good, in terms of the quality of the environment included: Those who felt that they received excellent, very good, or good value for their tax dollars (97%) versus those who felt that the value they received was fair or poor (91%); Those who supported a cost-of-living tax increase (98%) versus those who supported a tax decrease (85%); and Those whose highest level of education is college (98%) versus those whose highest level of education is high school (90%). 14

16 Respondent subgroups significantly more likely to have rated Lacombe as excellent, very good, or good, in terms of cleanliness and neatness of the City included: Females (96%) versus males (88%); Those who were satisfied with the household waste and disposal systems in the City of Lacombe (94%) versus those who were dissatisfied or neither satisfied nor dissatisfied (86%); Those who felt that they received excellent, very good, or good value for their tax dollars (95%) versus those who felt that the value they received was fair or poor (87%); Those who supported a cost-of-living tax increase (93%) versus those who supported a tax decrease (83%); and Those who were satisfied with the City s communication to the public concerning infrastructure changes and the suspension of services (95%) versus those who were dissatisfied or neither satisfied nor dissatisfied (88%). Respondent subgroups significantly more likely to have rated Lacombe as excellent, very good, or good, in terms of being a good place to live, long-term, included: Those who have lived in Lacombe for six (6) to nine (9) years (99%) versus those who have lived in Lacombe for ten (10) to twenty (20) years (91%); Those who felt that they received excellent, very good, or good value for their tax dollars (99%) versus those who felt that the value they received was fair or poor (86%); Those who were satisfied with the Lacombe Police Service, overall (96%), versus those who were dissatisfied or neither satisfied nor dissatisfied (85%); and Those whose household income in 2012 was between $100,000 and less than $150,000 (99%) versus those whose income was between $50,000 and less than $75,000 (89%) or between $75,000 and less than $100,000 (93%). 15

17 Respondents were asked to think about the City of Lacombe, and to indicate what ideas or images come to mind when thinking about Lacombe s community identity. Nearly one-fifth of the respondents (18%) mentioned heritage buildings and Lacombe as a historical community, while 14% cited the small-town feel of the City. See Table 4, below. Table 4 In terms of community identity, when you think about the City of Lacombe, what is the first thing that comes to mind? (Total Responses) Percent of Respondents* (n=400) Heritage buildings/downtown/historical community 18 Small-town feeling/small city 14 The people/friendliness/welcoming/sense of community 12 Home/close to friends/family/grew up here 6 Beautiful community/good landscaping/architecture/infrastructure 6 Amount of/proximity to trees/lakes/parks/green space/wildlife 5 Sports/recreation facilities/activities/active community 5 Clean/well-maintained 4 Good/central location/proximity to bigger cities 4 Cultural/musical events/activities/artistic community/artwork 4 Other (3% of respondents or less) 39 Refuse/Don t Know 10 *Multiple responses 16

18 When asked what they considered to be the City s strengths and unique features, more than onequarter of the respondents (28%) mentioned historical or iconic buildings, followed by 13% who reported green spaces and natural areas such as parks, paths, and trails. Twelve percent (12%) cited the proximity of Lacombe to other cities. See Table 5, below. Table 5 What do you consider to be the City s strengths and unique features? Percent of Respondents* (n=400) Historical/old/iconic buildings 28 Green spaces/parks/walking paths/trails 13 Proximity/central location to other cities 12 Small-town atmosphere/city is not too big 11 Friendly people/good community spirit 9 Variety of schools/educational programs/post-secondary facilities 9 Recreational/sports facilities/programs 7 Heritage/arts/culture of the City 5 City is clean/well-maintained 5 Beautification/look of the City 4 Growth/development of the City (e.g., housing, commercial, industrial, etc.) 4 Lacombe Memorial Centre 4 Other (3% of respondents or less) 42 Refuse/Don t Know 15 *Multiple responses 17

19 Respondents were next asked what they considered to be the single-most important issue facing the City of Lacombe Council today; nearly one-fifth of the respondents (18%) mentioned attracting businesses and commercial development, while 13% cited issues concerning garbage and recycling services in Lacombe. See Table 6, below. Table 6 What would you say is the most important issue facing the City of Lacombe Council today? Percent of Respondents* (n=400) Attracting businesses/commercial/industry development 18 Garbage/recycling services (in general) 13 Budgeting/access to funding/cost of developments/improvements 10 Keeping taxes low/cost of living 10 Managing/planning for growth/expansion/becoming a big city 9 Maintaining/expanding infrastructure (in general) 6 Maintain/improving roads/sidewalks 6 Residential/housing expansion/availability/affordability 4 Other (3% of respondents or less) 36 Refuse/Don t Know 19 *Multiple responses 3.2 Satisfaction with Programs, Services, and Facilities In the next section of the survey, respondents were asked to rate their level of satisfaction with various programs, services, and facilities provided by the City of Lacombe, whether based on personal experience or their perceptions of each service. Using a scale of 1 to 5, where 1 meant not at all satisfied and 5 meant very satisfied, respondents were most often satisfied (ratings of 4 or 5 out of 5) with the Lacombe Fire Department (91%), the Lacombe Memorial Centre (83%), and parks, trails, playgrounds, and open spaces (81%). Conversely, services that respondents were less satisfied with included child care programs (23% were satisfied), land use planning and approvals (29%), and attracting and supporting local business (30%). See Figure 2, on the following page, and Table 7, on page

20 Figure 2 How satisfied are you with...?* Lacombe Fire Department The Lacombe Memorial Centre Parks, trails, playgrounds, and open spaces Lacombe Police Service (LPS) Cultural programs and services The Kinsmen Acquatic Centre Off-leash area in Michener Park and sports fields Water and sewer services Snow removal Family and Community Support Services The Barnett Arena Sidewalks Bylaw enforcement The City spray park Recreation programs and services Attracting and supporting local business Land use planning and approvals Child care programs 23% 36% 35% 33% 30% 29% 47% 45% 66% 61% 60% 57% 56% 55% 72% 83% 81% 91% 0% 20% 40% 60% 80% 100% n=400 *Percent of respondents who were satisfied with each (ratings of 4 or 5 out of 5) 19

21 Table 7 How would you rate Lacombe in terms of? (5) Very Satisfied (4) (3) (2) Percent of Respondents (n=400) (1) Not at all Satisfied Refuse/ Don t Know Mean (out of 5) Lacombe Fire Department The Lacombe Memorial Centre Parks, trails, playgrounds, and open spaces Lacombe & District Family and Community Support Services < Lacombe Police Service (LPS) Cultural programs and services (e.g., festivals, library murals, museums, etc.) The Kinsmen Aquatic Centre Off-leash area in Michener Park, ball diamonds, and soccer pitches (sports fields) The Barnett Arena Water and sewer services Snow removal < Sidewalks Child care programs Recreation programs and services The City spray park Land use planning and approvals (including developments, permits, and building permits) Bylaw enforcement Attracting and supporting local business

22 Respondent subgroups significantly more likely to have been satisfied (ratings of 4 or 5 out of 5) with snow removal included: Those who were satisfied with the level of customer service that they received during their last contact with LPS (61%) versus those who were dissatisfied or neither satisfied nor dissatisfied (27%); Those who were satisfied with the City s communication to the public concerning infrastructure changes and the suspension of services (66%) versus those who were dissatisfied or neither satisfied nor dissatisfied (46%); and Those whose household income in 2012 was less than $50,000 (66%) or between $100,000 and less than $150,000 (66%) versus those whose income was $150,000 or greater (43%). Respondent subgroups significantly more likely to have been satisfied (ratings of 4 or 5 out of 5) with sidewalks included: Those who have not had contact with the Finance Department within the last 12 months (47%) versus those who have (34%); Those who were satisfied with the City s communication to the public concerning infrastructure changes and the suspension of services (54%) versus those who were dissatisfied or neither satisfied nor dissatisfied (36%); Those whose highest level of education is high school (50%) versus those whose highest level of education is university (37%); and Those whose household income in 2012 was less than $50,000 (51%) or between $100,000 and less than $150,000 (51%) versus those whose income was between $75,000 and less than $100,000 (33%). Respondent subgroups significantly more likely to have been satisfied (ratings of 4 or 5 out of 5) with water and sewer services included: Those aged 18 to 34 (64%) versus those aged 35 to 64 (51%); Those who have lived in Lacombe for five (5) years or less (66%), for six (6) to nine (9) years (60%), or ten (10) to twenty (20) years (60%) versus those who have lived in Lacombe for twenty-one (21) years or more (46%); Those who felt that they received excellent, very good, or good value for their tax dollars (65%) versus those who felt that the value they received was fair or poor (42%); Those who were satisfied with the Lacombe Police Service, overall (64%), versus those who were dissatisfied or neither satisfied nor dissatisfied (33%); Those who were satisfied with the level of customer service that they received during their last contact with LPS (66%) versus those who were dissatisfied or neither satisfied nor dissatisfied (27%); and Those who were satisfied with the City s communication to the public concerning infrastructure changes and the suspension of services (65%) versus those who were dissatisfied or neither satisfied nor dissatisfied (48%). 21

23 Respondent subgroups significantly more likely to have been satisfied (ratings of 4 or 5 out of 5) with the Lacombe Police Service (LPS) included: Those who have lived in Lacombe for five (5) years or less (80%) versus those who have lived in Lacombe for ten (10) to twenty (20) years (67%); Those who felt that they received excellent, very good, or good value for their tax dollars (77%) versus those who felt that the value they received was fair or poor (66%); Those who were satisfied with the Lacombe Police Service, overall (87%), versus those who were dissatisfied or neither satisfied nor dissatisfied (24%); and Those who have had to contact the LPS within the last 12 months (79%) versus those who have not (69%). Respondent subgroups significantly more likely to have been satisfied (ratings of 4 or 5 out of 5) with the Lacombe Fire Department included: Those who felt that they received excellent, very good, or good value for their tax dollars (93%) versus those who felt that the value they received was fair or poor (87%); Those who supported a cost-of-living tax increase (94%) versus those who supported a tax decrease (83%); and Those who were satisfied with the Lacombe Police Service, overall (94%), versus those who were dissatisfied or neither satisfied nor dissatisfied (81%). Respondent subgroups significantly more likely to have been satisfied (ratings of 4 or 5 out of 5) with bylaw enforcement included: Those aged 18 to 34 (44%) versus those aged 65 and older (26%); Those who have lived in Lacombe for six (6) to nine (9) years (41%) versus those who have lived in Lacombe for twenty-one (21) years or more (27%); Those who were satisfied with the available recycling options in Lacombe (43%) versus those who were dissatisfied or neither satisfied nor dissatisfied (31%); Those who felt that they received excellent, very good, or good value for their tax dollars (40%) versus those who felt that the value they received was fair or poor (29%); Those who were satisfied with the Lacombe Police Service, overall (42%), versus those who were dissatisfied or neither satisfied nor dissatisfied (18%); Those who were satisfied with the City s communication to the public concerning infrastructure changes and the suspension of services (44%) versus those who were dissatisfied or neither satisfied nor dissatisfied (28%); and Those whose highest level of education is high school (44%) versus those whose highest level of education is university (31%). 22

24 Respondent subgroups significantly more likely to have been satisfied (ratings of 4 or 5 out of 5) with land use planning and approvals included: Those who were satisfied with the household waste and disposal systems in the City of Lacombe (32%) versus those who were dissatisfied or neither satisfied nor dissatisfied (20%); Those who were satisfied with the available recycling options in Lacombe (36%) versus those who were dissatisfied or neither satisfied nor dissatisfied (24%); Those who felt that they received excellent, very good, or good value for their tax dollars (35%) versus those who felt that the value they received was fair or poor (20%); Those who supported a tax increase above inflation (45%) versus those who supported a costof-living tax increase (27%) or a tax decrease (20%); Those who were satisfied with the Lacombe Police Service, overall (33%), versus those who were dissatisfied or neither satisfied nor dissatisfied (14%); and Those who were satisfied with the City s communication to the public concerning infrastructure changes and the suspension of services (37%) versus those who were dissatisfied or neither satisfied nor dissatisfied (21%). Respondent subgroups significantly more likely to have been satisfied (ratings of 4 or 5 out of 5) with attracting and supporting local business included: Females (36%) versus males (24%); Those aged 18 to 34 (37%) versus those aged 35 to 64 (26%); Those who have lived in Lacombe for six (6) to nine (9) years (40%) or ten (10) to twenty (20) years (36%) versus those who have lived in Lacombe for twenty-one (21) years or more (22%); Those who felt that they received excellent, very good, or good value for their tax dollars (40%) versus those who felt that the value they received was fair or poor (16%); Those who supported a cost-of-living tax increase (35%) or a tax increase above inflation (36%) versus those who supported a tax decrease (15%); Those who were satisfied with the Lacombe Police Service, overall (33%), versus those who were dissatisfied or neither satisfied nor dissatisfied (20%); Those who were satisfied with the City s communication to the public concerning infrastructure changes and the suspension of services (39%) versus those who were dissatisfied or neither satisfied nor dissatisfied (22%); Those whose highest level of education is high school (38%) versus those whose highest level of education is college (25%); and Those whose household income in 2012 was between $100,000 and less than $150,000 (40%) versus those whose income was between $75,000 and less than $100,000 (24%) versus those whose income was $150,000 or greater (21%). 23

25 Respondent subgroups significantly more likely to have been satisfied (ratings of 4 or 5 out of 5) with recreation programs and services included: Females (38%) versus males (27%); Those aged 18 to 34 (41%) versus those aged 35 to 64 (29%); Those who have lived in Lacombe for six (6) to nine (9) years (43%) or ten (10) to twenty (20) years (42%) versus those who have lived in Lacombe for five (5) years or less (26%) or twentyone (21) years or more (23%); Those who felt that they received excellent, very good, or good value for their tax dollars (42%) versus those who felt that the value they received was fair or poor (18%); Those who supported a cost-of-living tax increase (38%) or a tax increase above inflation (36%) versus those who supported a tax decrease (18%); Those who were satisfied with the Lacombe Police Service, overall (35%), versus those who were dissatisfied or neither satisfied nor dissatisfied (24%); Those who were satisfied with the City s communication to the public concerning infrastructure changes and the suspension of services (42%) versus those who were dissatisfied or neither satisfied nor dissatisfied (23%); and Those whose household income in 2012 was between $100,000 and less than $150,000 (43%) versus those whose income was between $75,000 and less than $100,000 (24%). Respondent subgroups significantly more likely to have been satisfied (ratings of 4 or 5 out of 5) with cultural programs and services included: Females (73%) versus males (59%); Those who have lived in Lacombe for five (5) years or less (75%) or for ten (10) to twenty (20) years (70%) versus those who have lived in Lacombe for twenty-one (21) years or more (56%); Those who supported a cost-of-living tax increase (73%) or a tax increase above inflation (67%) versus those who supported a tax decrease (48%); Those who were satisfied with the Lacombe Police Service, overall (72%), versus those who were dissatisfied or neither satisfied nor dissatisfied (47%); Those who were satisfied with the level of customer service that they received during their last contact with LPS (74%) versus those who were dissatisfied or neither satisfied nor dissatisfied (52%); Those who were satisfied with the City s communication to the public concerning infrastructure changes and the suspension of services (73%) versus those who were dissatisfied or neither satisfied nor dissatisfied (60%); Those who are not employed full- or part-time (73%) versus those who are (61%); and Those whose household income in 2012 was between $100,000 and less than $150,000 (72%) versus those whose income was $150,000 or greater (55%). 24

26 Respondent subgroups significantly more likely to have been satisfied (ratings of 4 or 5 out of 5) with Lacombe & District Family and Community Support Services (FCSS) included: Females (65%) versus males (45%); Those aged 18 to 34 (64%) versus those aged 35 to 65 (50%); Those who have lived in Lacombe for six (6) to nine (9) years (70%) or ten (10) to twenty (20) years (59%) versus those who have lived in Lacombe for five (5) years or less (43%); Those who felt that they received excellent, very good, or good value for their tax dollars (63%) versus those who felt that the value they received was fair or poor (44%); Those who were satisfied with the Lacombe Police Service, overall (59%), versus those who were dissatisfied or neither satisfied nor dissatisfied (42%); Those who were satisfied with the City s communication to the public concerning infrastructure changes and the suspension of services (65%) versus those who were dissatisfied or neither satisfied nor dissatisfied (46%); Those whose highest level of education is university (62%) versus those whose highest level of education is college (48%); and Those whose household income in 2012 was between $100,000 and less than $150,000 (67%) versus those whose income was between $50,000 and less than $75,000 (48%), or $150,000 or greater (43%). Respondent subgroups significantly more likely to have been satisfied (ratings of 4 or 5 out of 5) with child care programs included: Those aged 18 to 34 (37%) versus those aged 35 to 64 (17%) or those aged 65 and older (17%); Those who were satisfied with the City s communication to the public concerning infrastructure changes and the suspension of services (28%) versus those who were dissatisfied or neither satisfied nor dissatisfied (19%); and Those whose household income in 2012 was less than $50,000 (25%) or between $100,000 and less than $150,000 (33%) versus those whose income was between $50,000 and less than $75,000 (11%). Respondent subgroups significantly more likely to have been satisfied (ratings of 4 or 5 out of 5) with the off-leash area in Michener Park and sports fields included: Those who felt that they received excellent, very good, or good value for their tax dollars (66%) versus those who felt that the value they received was fair or poor (54%); Those who were satisfied with the City s communication to the public concerning infrastructure changes and the suspension of services (71%) versus those who were dissatisfied or neither satisfied nor dissatisfied (48%); and Those whose household income in 2012 was between $50,000 and less than $75,000 (73%) versus those whose income was between $75,000 and less than $100,000 (54%) or $150,000 or greater (49%). 25

27 Respondent subgroups significantly more likely to have been satisfied (ratings of 4 or 5 out of 5) with parks, trails, playgrounds, and open spaces included: Those who felt that they received excellent, very good, or good value for their tax dollars (87%) versus those who felt that the value they received was fair or poor (73%); Those who were satisfied with the Lacombe Police Service, overall (83%), versus those who were dissatisfied or neither satisfied nor dissatisfied (73%); and Those who were satisfied with the City s communication to the public concerning infrastructure changes and the suspension of services (88%) versus those who were dissatisfied or neither satisfied nor dissatisfied (74%). Respondent subgroups significantly more likely to have been satisfied (ratings of 4 or 5 out of 5) with the Barnett Arena included: Those who have lived in Lacombe for six (6) to nine (9) years (52%) or for twenty-one (21) years or more (52%) versus those who have lived in Lacombe for five (5) years or less (36%); Those who were satisfied with the City s communication to the public concerning infrastructure changes and the suspension of services (55%) versus those who were dissatisfied or neither satisfied nor dissatisfied (40%); and Those whose household income in 2012 was between $75,000 and less than $100,000 (57%) versus those whose income was $150,000 or greater (34%). Respondent subgroups significantly more likely to have been satisfied (ratings of 4 or 5 out of 5) with the Kinsmen Aquatic Centre included: Females (66%) versus males (54%); Those aged 18 to 34 (74%) versus those aged 35 to 64 (55%) or those aged 65 and older (57%); Those who felt that they received excellent, very good, or good value for their tax dollars (66%) versus those who felt that the value they received was fair or poor (53%); Those who were satisfied with the City s communication to the public concerning infrastructure changes and the suspension of services (67%) versus those who were dissatisfied or neither satisfied nor dissatisfied (55%); and Those whose household income in 2012 was between $75,000 and less than $100,000 (72%) versus those whose income was less than $50,000 (56%), between $50,000 and less than $75,000 (56%), or $150,000 or greater (53%). 26

28 Respondent subgroups significantly more likely to have been satisfied (ratings of 4 or 5 out of 5) with the City spray park included: Those aged 18 to 34 (46%) versus those aged 35 to 64 (30%); Those who felt that they received excellent, very good, or good value for their tax dollars (39%) versus those who felt that the value they received was fair or poor (28%); and Those who were satisfied with the City s communication to the public concerning infrastructure changes and the suspension of services (41%) versus those who were dissatisfied or neither satisfied nor dissatisfied (30%). Respondent subgroups significantly more likely to have been satisfied (ratings of 4 or 5 out of 5) with the Lacombe Memorial Centre included: Those aged 18 to 34 (88%) versus those aged 35 to 64 (79%); Those who were satisfied with the household waste and disposal systems in the City of Lacombe (85%) versus those who were dissatisfied or neither satisfied nor dissatisfied (76%); Those who felt that they received excellent, very good, or good value for their tax dollars (87%) versus those who felt that the value they received was fair or poor (76%); and Those who were satisfied with the City s communication to the public concerning infrastructure changes and the suspension of services (91%) versus those who were dissatisfied or neither satisfied nor dissatisfied (75%). Respondents who were dissatisfied (ratings of 1 or 2 out of 5) with snow removal (n=72) most often reported that the streets were not cleared enough or were not cleared consistently (31%), or that response times were too slow (29%). See Table 8, below. Table 8 What specific aspects of snow removal dissatisfied you? Base: Respondents who were dissatisfied with this program, service, or facility (ratings of 1 or 2 out of 5) Percent of Respondents* (n=72) Streets not cleared/ploughed often enough/consistently 31 Poor response time/not clearing snow quickly enough 29 Windrows/snow piles are left on the roadside/front yard/sidewalks 26 Lack of snow removal/only parts of roads/certain areas 21 Dissatisfied with sanding process 3 Dissatisfied with removal process (in general) 3 Unclear parking ban signage 1 Ice is not removed 1 Ice on manholes are not removed/blocks water flow from draining during melt *Multiple responses 1 27