City of Morden 2016 Customer Satisfaction Survey Report

Transcription

1 City of Morden 16 Customer Satisfaction Survey Report Total number of respondents: 831 Geographical Distribution of Respondents Zone 1 Zone 2 Zone 3 Did not answer 1% 31% 29% 39% Average number of persons living in respondents dwelling: 3 Respondents' Ownership of Dwelling Own Lease Other Did not answer 3% 2% 8% 87% 1

2 Respondents' Age Range Did not answer 1% 2% 19% % 27% 26% Gender that Respondents' Identify With Male Female Other Did not answer 1% 6% 37% 6% Respondents Retirement Status Retired Not Retired Did not answer 2% 23% 7% 2

3 Many of the following survey questions asked Morden residents to rank City of Morden services on a scale of, with the following meaning: Unsure 1 Needs a lot of improvement 2 Needs some improvement 3 Adequate 4 Good Excellent 3

4 CITY COUNCIL Residents were asked if they has attended a Council Meeting or met with an elected representative in the last 12 months: 19% - Yes 81% - No If yes, rate your overall impression of the experience? 4 Unsure % Response How well do you consider Council advocates on your behalf to other levels of Government? Unsure % Response

5 CITY OF MORDEN SERVICES Roadways What is your overall impression of the condition of the roads in Morden? Unsure % Response What is your overall impression of the condition of the roads in your zone? Unsure % Response

6 Active Transportation What is your overall impression of the condition of the sidewalks in Morden? Unsure % Response What is your overall impression of the condition of the sidewalks in your zone? Unsure % Response Sanding of sidewalks has been suggested for seasons where quick thawing and freezing creates icy conditions. However, the sanding would require additional equipment and costs, in addition to time spent sanding roadways. Residents were asked: Do you feel that adding this service would be a good use of taxpayer dollars? 43.% - Yes 6.74% - No Residents were asked: In the last 12 months, have you, or your child, used the designated Cycle Route on Wardrop Street? 32.1% - Yes 67.98% - No 6

7 If yes, how would you rate your level of comfort and safety using the Wardrop Street Bicycle Route, as compared to a similar street in Morden that does not have the Cycle Route treatment? Unsure % Response How would you describe your level of comfort and safety riding a bike on Morden s street in general? Unsure % Response Residents were asked: How would you describe your cycling ability? Very Casual/Leisure Moderate/Commuter Very Advanced/Athletic 9% 32% 9% 7

8 Snow Clearing In your zone, how quickly is your street cleared after a snow fall? 2 Hrs 4 Hrs 6 Hrs 8 Hrs Hrs 12 Hrs 16 Hrs 17+ Hrs % Response Residents were asked: Is this acceptable? 76.66% - Yes 23.33% - No If no, what is an acceptable time in hours which would justify the increase in tax dollars that would be required to fulfill this expectation? 2 Hrs 4 Hrs 6 Hrs 8 Hrs Hrs 12 Hrs 16 Hrs 17+ Hrs % Response

9 In your zone how quickly is your sidewalk cleared after the last snow fall? 1 Day 2 Days 3 Days 4 Days Days 6 Days 7+ Days % Response Residents were asked: Is this acceptable? 7.% - Yes 29.69% - No If no, what is an acceptable time in days which would justify the increase in tax dollars that would be required to fulfill this expectation? Day 2 Days 3 Days 4 Days Days 6 Days 7+ Days % Response

10 Water Supply What is your overall impression of the quality of water? 6 Unsure % Response Residents were asked: Do you consider the cost of water represents good value for money? 76.66% - Yes 23.33% - No Residents were asked: EXCLUDING EMERGENCY BREAKAGES, in the last 12 months, have you received notice of the planned water service interruption? 18.39% - Yes 81.6% - No Rate your level of satisfaction with this notice: 4 Unsure % Response

11 Sewage What is your overall impression of the service delivery of sewer services? 6 Unsure % Response Residents were asked: EXCLUDING EMERGENCY BREAKAGES, in the last 12 months, have you received notice of the planned sewer service interruption? 13.96% - Yes 86.3% - No Rate your level of satisfaction with this notice: 4 Unsure % Response

12 Curbside Services What is your overall impression of the municipal service delivery of curbside services for recycling, organic waste and waste to landfill? Unsure % Response The City of Morden utilizes a three-stream wheeled cart system for waste collection. Which of the carts have you used in 16? Have Used Have Not Used 76% 71% 7% 24% 29% % Blue Recycle Green Compost Black Waste In 16, 36 compost cart pickups were scheduled as a 32 consecutive-week service from April- November, and 4 pickups once a month from December March. Residents were asked: In your household, is the winter monthly compost service adequate? 79.78% - Yes.21% - No 12

13 % of Respondents Who Answered "no" to the above, indicated a preference for the following winter compost schedule: Monthly (4x) Biweekly (2x) Weekly (4x) Hillside Cemetery (Thornhill Street) Residents were asked: In the last 12 months, have you visited the community cemetery?.% - Yes 69.44% - No Respondents who answered "yes", rated Overall Impression: 6 Unsure % Response Residents were asked: Should the City of Morden offer a columbarium (wall or building) for respectful cinerary urn storage? 6.63% - Yes 39.36% - No 13

14 Access Event Centre (111 Gilmour Street) Residents were asked: In the last 12 months, have you used or attended an event at the following: Ice Arena: 64.2% - Yes.97% - No Respondents who answered "yes", rated Overall Impression: 6 Unsure % Response Value for money: N/A Unsure % Response

15 Community Hall: 73.99% - Yes.9% - No Respondents who answered "yes", rated Overall Impression: 6 Unsure % Response Value for money: N/A Unsure % Response

16 Catering Service: 18.71% - Yes 81.28% - No Respondents who answered "yes", rated Overall Impression: Unsure % Response Value for money: N/A Unsure % Response

17 Meeting Rooms: 24.92% - Yes 7.7% - No Respondents who answered "yes", rated Overall Impression: 4 Unsure % Response Value for money: 6 N/A Unsure % Response

18 Washrooms: 77.22% - Yes 22.77% - No Respondents who answered "yes", rated Overall Impression: 4 Unsure % Response Change Rooms: 17.19% - Yes 82.8% - No Respondents who answered "yes", rated Overall Impression: Unsure % Response

19 Parks and Gardens Residents were asked: In the last 12 months, have you visited any of the following? Morden Park (Thornhill Street): 87.23% - Yes 12.76% - No Respondents who answered "yes", rated Overall Impression: 6 Unsure % Response Respondents average rating for the following: 4 - Play equipment & Décor Spray Park 2 - Washrooms 3 - Picnic facilities 4 - Lawn area 4 - Trees Steppler Park (9th Street South):.% - Yes 7.69% - No Respondents average rating for the following: 3 - Dog Park 3 - Lawn area 3 - Trees Respondents who answered "yes", rated Overall Impression: Unsure % Response

20 Livingston Nature Park (Parkhill Street):.% - Yes 79.69% - No Unsure % Response Respondents average rating of Trees: 4 Confederation Park (Stephen Street): 4.44% - Yes 4.% - No Respondents average rating for the following: 3 - Picnic facilities 4 - Lawn area 4 - Trees 4 - Gardens Respondents who answered "yes", rated Overall Impression: Respondents who answered "yes", rated Overall Impression: 6 Unsure % Response

21 Milne Park (Stephen Street): 22.76% - Yes 77.23% - No Unsure % Response Respondents average rating for the following: 3 - Picnic facilities 4 - Lawn area 4 - Trees Respondents who answered "yes", rated Overall Impression: Lions Park (Gilmour Street):.46% - Yes 9.3% - No Respondents who answered "yes", rated Overall Impression: 6 Unsure % Response Respondents average rating for the following: 3 - Play equipment 4 - Lawn area 3 - Trees 21

22 Nelson Park (Nelson Street): 27.68% - Yes 72.31% - No Respondents who answered "yes", rated Overall Impression: Unsure % Response Respondents average rating for the following: 3 - Play equipment 4 - Lawn area 4 - Trees Elks Park (Pembina Drive): 18.28% - Yes 81.71% - No Respondents who answered "yes", rated Overall Impression: 6 Unsure % Response Respondents average rating for the following: 4 - Play equipment 4 - Lawn area 4 - Trees 22

23 Sports Infrastructure Residents were asked: In the last 12 months, have you or your child used or visited any of the following sporting facilities maintained by the City of Morden? BSI Skate Park (Wardrop Street):.6% - Yes 84.43% - No Average rating for, overall impression: 4 Baseball Diamonds:.% - Yes 9.79 % - No 4- Average rating for, overall impression 3 - Average rating for, Value for money Soccer Fields: 26.23% - Yes 73.76% - No 3 - Average rating for, overall impression 3 - Average rating for, Value for money Tennis Courts (Elks Park): 17.81% - Yes 82.18% - No 4 - Average rating for, overall impression Outdoor Ice Rinks (Lions Park, Access Event Centre):.12% - Yes 74.88% - No 3 - Average rating for, overall impression Cross Country Ski - Groomed Trails (Minnewasta Golf Club): 7.69% - Yes 92.% - No 2 - Average rating for, overall impression Basketball Courts/ Hoops (AEC, Elks, Nelson): 8.37% - Yes 91.62% - No 3 - Average rating for, overall impression BMX Bike Park & Pump Track (Morden Park): 23.94% - Yes 4 - Average rating for, overall impression 76.% - No The City of Morden has considered the idea of building a new beach volleyball court at Lions Park. Residents were asked: Would you like to see this infrastructure built at this location? 23.94% - Yes.% - No 23

24 Lake Minnewasta Residents were asked: In the last 12 months, have you visited Lake Minnewasta? 82.32% - Yes 17.67% - No Respondents who answered "yes", rated Overall Impression: 4 Unsure % Response Respondents average rating for the following: 3- Value for money 2 - Public washrooms 2 - Were the beach patrol staff professional? 2 - Play equipment 3 - Hike/Bike Trails 2 - Boat launch area 2 - Canoe launch area 24

25 OFFICES Civic Centre (-19 Stephen Street) Residents were asked: In the last 12 months, have you phoned, ed or visited the Civic Centre? 63.22% - Yes 36.77% - No Respondents who answered "yes", answered: If yes, how have they performed in understanding and addressing your issues? 6 Unsure % Response Respondents who answered "yes", answered: If yes,were the staff professional? 6 Unsure % Response

26 Permits Office (-19 Stephen Street) Residents were asked: In the last 12 months, have you taken out a building permit?.41% - Yes 94.8% - No Respondents who answered "yes", answered: If yes, how have they performed in understanding and addressing your issues? Unsure % Response Respondents who answered "yes", answered: If yes,were the staff professional? 4 Unsure % Response

27 Public Works Shop (234 Cochlan Drive) Residents were asked: In the last 12 months, have you phoned, ed or visited the Public Works Shop? 19.4% - Yes 8.9% - No Respondents who answered "yes", answered: If yes, how have they performed in understanding and addressing your issues? 4 Unsure % Response Respondents who answered "yes", answered: If yes,were the staff professional? Unsure % Response

28 Morden Police Service Office (6-19 Stephen Street) Residents were asked: In the last 12 months, have you phoned, ed or visited the Morden Police Service Office? 44.74% - Yes.% - No Respondents who answered "yes", answered: If yes, how have they performed in understanding and addressing your issues? Unsure % Response Respondents who answered "yes", answered: If yes,were the staff professional? 6 Unsure % Response

29 Morden Fire Hall (194 Thornhill Street) Residents were asked: In the last 12 months, have you phoned, ed or visited the Morden Fire Hall? 2679% - Yes 73.% - No Respondents who answered "yes", answered: If yes, how have they performed in understanding and addressing your issues? 7 6 Unsure % Response Respondents who answered "yes", answered: If yes,were the staff professional? 7 6 Unsure % Response

30 Planning and Development Office (133-7th Street) Residents were asked: In the last 12 months, have you phoned, ed or visited the Planning and Development Office? 9.% - Yes 9.64% - No Respondents who indicated "yes" were asked to list all services they had sought here: 7.98% - Planning & Engineering 34.48% - Economic Development/Immigration.68% - Communications Respondents who answered "yes", answered: If yes, how have they performed in understanding and addressing your issues? Unsure % Response Respondents who answered "yes", answered: If yes,were the staff professional? Unsure % Response

31 Community Services Office (111 Gilmour Street) Residents were asked: Have you in the last 12 months phoned, ed or visited the Access Events Centre office? 27.71% - Yes 72.28% - No Respondents who answered "yes", answered: If yes, how have they performed in understanding and addressing your issues? 4 Unsure % Response Respondents who answered "yes", answered: If yes,were the staff professional? 4 Unsure % Response

32 ENGAGEMENT & COMMUNICATION Community Engagement Residents were asked: In the last 12 months, have you participated in a public hearing? 14.21% - Yes 8.78% - No Respondents who answered "yes", rated Overall Impression of the public hearing attended: Unsure % Response Residents were asked to indicate all the ways they heard about public hearings: 11.46% Newspaper 1.% - Radio % - Online 4.6% - Individual Interaction The City of Morden seeks additional community feedback on projects through a variety of methods, including but not exclusive to: Open Houses, Community Surveys (online and/or print), SpeakUpMorden.com forums, social media, etc. Residents were asked: In the last 12 months have you participated in a community consultation?.76% - Yes 74.23% - No If yes, residents were asked to identify all the community engagement activities they have participated in within the past 12 months:.76% - Open House 98% - Survey Form 1% - SpeakUpMorden.com 12% - Other 32

33 Respondents who answered "yes", rated Overall Impression of the consultation: Unsure % Response Respondents who answered "yes", rated Value of the information for the respondent: Unsure % Response Communication CodeRED Emergency Alert System Residents were asked: In the last 12 months, have you or a member of your household received any message from the CodeRED Emergency Alert System? 68.3% - Yes 31.46% - No 33

34 Respondents who answered "yes", rated satisfaction with this emergency communication tool: Unsure % Response Residents were asked: In the last 12 months, have you accessed City of Morden municipal government information from the following direct sources? Website ( % - Yes.6% - No Average response rating for the following: 3 - If yes, overall impression 4 - Is the information valuable to you? Newsletter ( version) 27.48% - Yes 72.1% - No Average response rating for the following: 3 - If yes, overall impression 4 - Is the information valuable to you? Newsletter (print version /in newspaper): 87.99% - Yes 12.1% - No Average response rating for the following: 4 - If yes, overall impression 4 - Is the information valuable to you? What is your preferred method for collecting the Morden community newsletters quarterly? % - Online / .73% - Pick up Location 47.96% - Delivered To Door Facebook Page (City of Morden): 39.7% - Yes 6.42% - No Average response rating for the following: 4 - If yes, overall impression 3 - Is the information valuable to you? Twitter Feed (@cityofmorden): 6.46% - Yes 93.3% - No Average response rating for the following: 3 - If yes, overall impression 1 - Is the information valuable to you? LED Message Board 3 rd Street): 69.94% - Yes.% - No 34

35 Average response rating for the following: 3 - If yes, overall impression 3 - Is the information valuable to you? SpeakUpMorden.com 14.47% - Yes 8.2% - No Average response rating for the following: 3 - If yes, overall impression 2 - Is the information valuable to you? Weekly Newspaper advertisements (16 = Morden Times): 61.46% - Yes 38.3% - No Average response rating for the following: 3 -If yes, overall impression 3 - Is the information valuable to you? Radio advertisements: 27.18% - Yes 72.81% - No Average response rating for the following: 3 - If yes, overall impression 3 - Is the information valuable to you? SUMMARY QUESTIONS Taxes Residents were asked: In order to provide services the City of Morden must levy taxes. Is the City managing the resources well? % - Yes % - No Respondents rated their perception of value for money: Unsure % Response Respondents average rate of their perception of value for money: 3

36 Overall Questions Residents were asked: In the last 12 months, has the direction of Council: Did not answer Improved Diminished Stayed the Same Residents were asked: Has there been any specific issue with Council in the past that may have influenced how you answered this survey? 31.94% - Yes 68.% - No Respondents rated their overall impression of Council: Unsure % Response Respondents average rate of overall impression of Council: 3 36