2018 Citizen Satisfaction Survey March 5, 2018

Transcription

1 2018 Citizen Satisfaction Survey March 5, 2018

2 Study Background The findings from this survey provide insight into the perceptions opinions of Airdrie residents across a number of issues including: Overall quality of life in the City, including an assessment on how well the City is managed perceptions of safety; Issues of importance facing the City; Satisfaction with, importance of, various services facilities offered; Value of property taxes, including perceptions of quality of service received; City of Airdrie municipal staff the service they provide; City communications. The following outlines the findings for the 2018 City of Airdrie Citizen Satisfaction Survey. Telephone interviews were conducted from January 8 th to 19 th. A total of 400 surveys were completed with residents ages 18 older. Residents also had the opportunity to complete a web-based survey; a total of 89 surveys were completed online. Results of the web-based survey have been provided under a separate cover. Unless otherwise stated, results are presented for the telephone survey (n=400).

3 Most Important Issues Facing the City of Airdrie What, in your opinion, is the MOST IMPORTANT ISSUE facing the City of Airdrie? Percent of Respondents (n=400)* Infrastructure, traffic, roads, train tracks, construction Healthcare (not enough hospitals, doctors, clinics) Rapid growth management Don t Know *Previous years: n=400 **(n=89 for web) 3

4 Satisfaction with Quality of Life* Overall Quality of Life 95% 91% 96% Overall Quality of Services 74% 83% 81% Managing Community Affairs 75% 73% 76% Efficiency of Services 66% 74% 75% Managing Community Growth Development 45% 51% 55% 0% 20% 40% 60% 80% 100% n= *Respondents who were satisfied (4 or 5 out of 5) with each Base: Respondents who provided a valid response (i.e., excluding don't know responses) Represents a statistically significant increase from the previous year 4

5 Factors Contributing to a High Quality of Life What would you say are the most significant factors contributing to a high quality of life in the City of Airdrie? (Top Responses) Percent of Respondents 2018 (n=400) Small town feel/atmosphere 22 Availability of services/facilities/amenities 21 Parks/green spaces/walking trails 14 5

6 Community Growth Development What do you feel are the most important issues regarding community growth development? (Top Responses) Percent of Respondents 2018 (n=400) Pace of development/too fast 38 Style of development 19 Poor roads/infrastructure 13 Traffic congestion/volume/flow related issues 7 6

7 Community Aspects* Sense of community in my neighbourhood 78% Sense of belonging 80% 0% 20% 40% 60% 80% 100% 2018 n= *Percent of respondents who rated each as good or very good Base: Respondents who provided a valid response (i.e., excluding don't know responses) 7

8 Level of Satisfaction with Services* Airdrie Fire Curbside recycling collection** 93% 93% 95% 88% Parks, pathways, open spaces 87% 82% 86% Recyling depot programs** Utility services Garbage collection services RCMP 87% 86% 85% 81% 84% 87% 87% 82% 81% 88% n= % 20% 40% 60% 80% 100% Base: Respondents who provided a valid response (i.e., excluding don't know responses) *Percent of respondents satisfied with each (4 or 5 out of 5) **Not asked prior to

9 Level of Satisfaction with Services* Organics collection Genesis Place Recreation Wellness Centre 72% 73% 80% 79% 78% 82% Outdoor City recreation facilities 78% 80% 77% Chinook Winds Park 76% 77% 75% 2018 Public Library Bert Church Theatre 65% 76% 71% 73% 72% 74% Online services 72% 70% 71% 0% 20% 40% 60% 80% 100% n= Base: Respondents who provided a valid response (i.e., excluding don't know responses) *Percent of respondents satisfied with each (4 or 5 out of 5) Represents a statistically significant increase from the previous year 9

10 Level of Satisfaction with Services* Summer road maintenance Ron Ebbesen Arena Plainsmen Arena 59% 65% 66% 67% 65% 65% City web site 57% 63% 63% Municipal enforcement Town Country Centre** 55% 53% 56% 53% Winter snow ice control 43% 52% 55% Airdrie Transit 32% 33% 39% n= Base: Respondents who provided a valid response (i.e., excluding don't know responses) *Percent of respondents satisfied with each (4 or 5 out of 5) **Not asked prior to 2018 Represents a statistically significant increase from the previous year 0% 20% 40% 60% 80% 100% 10

11 Consulting Consulting Inc. Inc. Satisfaction with Services by Respondent Contact *Percent of respondents who rated each service 4 or 5 out of Percent of Respondents 5 for satisfaction Statistically significant increase, based on respondent contact Contact (n=41 to 291) No Contact (n=85 to 355) Airdrie Fire Bert Church Theatre Online services Curbside recycling collection Organics collection Public Library Utility services Recycling depot programs Parks, pathways, open spaces Chinook Winds Park Garbage collection service Ron Ebbesen Plainsmen Arenas Genesis Place Recreation Outdoor recreation facilities RCMP City website Summer road maintenance Town Country Centre Winter snow ice control Municipal enforcement Airdrie Transit

12 Consulting Consulting Inc. Inc. Importance Impact Analysis Overall Satisfaction versus Importance Satisfaction versus Importance with City of Airdrie Services Satisfaction RCMP 2. Airdrie Fire 3. Airdrie Transit 4. Organics collection 5. Curbside recycling collection 6. Recycling depot program 7. Garbage collection 8. Municipal enforcement 9. Genesis Place recreation 10. Outdoor recreation facilities 11. City Website 12. Online services 13. Summer road maintenance 14. Winter snow ice control 15. Parks, pathways, open spaces 16. Ron Ebbesen/Plainsmen Arena 17. Public Library 18. Bert Church Theatre 19. Chinook Winds Park 20. Utility services 21. Town Country Centre Note: Axes set at 3.97 mean satisfaction rating; 4.29 mean importance rating Scale: 1="not at all important/good"; 5="very important/good" 12

13 Consulting Consulting Inc. Inc. Satisfaction versus Importance Key strengths (above average in both importance in satisfaction) include: RCMP (1); Airdrie Fire (2); Curbside recycling collection (5); Recycling depot programs (6); Garbage collection (7); Genesis Place Recreation & Wellness Centre (9); Parks, pathways, open spaces (15); Utility services (20). Primary areas of improvement (higher than average importance, but lower than average satisfaction) include: Summer road maintenance (13); Winter snow ice control (14). 13

14 Safety in the City of Airdrie* Safety During the Day 99% 99% 98% Overall Community Safety 94% 94% 92% Safety After Dark 81% 79% 79% 0% 20% 40% 60% 80% 100% 2018 (n=400) 2017 (n=400) 2016 (n=400) *Percent of respondents who somewhat or strongly agreed with each 14

15 Perceived Value of Tax Dollars 2018 (n=400) 44% 19% 55% Mean (n=400) 56% 63% 13% (n=400) 52% 14% 69% % (n=400) 55% 17% 72% (n=400) 53% 14% 67% (n=407) 53% 19% 73% % 20% 40% 60% 80% 100% Good Very Good 15

16 Contact with City of Airdrie Employees Generally, what words would you use to describe City of Airdrie municipal employees? (Unaided) Percent of Respondents (n=400)* Friendly/cooperative/helpful/personable/polite/honest Efficient/competent/conscientious/hard-working Good/very good/wonderful/impressed Other (3% of responses or less) Refuse/Don t Know *Previous survey years; n=400 16

17 Satisfaction with Customer Service Very Good 39% 35% 36% Good 49% 47% 53% Neither Good nor Poor Poor Very Poor 8% 12% 7% 3% 4% 3% 2% 2% 1% 2018 Mean = 4.19 out of Mean = Mean = Mean = % 20% 40% 60% 80% 100% 2018 (n=377) 2017 (n=388) 2016 (n=386) Base: Excluding don t know responses. 17

18 Was the customer service you received? Better than what you expected 28% 26% 25% About what you expected 66% 68% 69% Worse than what you expected 6% 6% 6% 0% 20% 40% 60% 80% 100% 2018 (n=376) 2017 (n=384) 2016 (n=385) Base: Excluding don t know responses. 18

19 Customer Service 100% Ratings of City Staff Across a Number of Measures* 99% 2018 Mean 95% 95% 94% 93% % 85% 86% 86% 85% 85% 91% 89% 88% 91% 88% 89% 89% 86% 92% 89% 87% 85% 90% 85% 88% 87% % Provided a timely response Were knowledgeable Were polite Base: Excluding "Don't know" responses. *Percent of respondents who "somewhat" or "strongly" agreed n=368 to 374 (Continued on the following slide) 19

20 Customer Service 90% Ratings of City Staff Across a Number of Measures (cont'd)* 2018 Mean 87% 85% 85% 86% 85% 82% 84% 82% 82% 81% 83% 82% % 81% 80% 78% 77% 79% 76% 78% 80% 78% 81% % 75% 75% 70% 72% Referred respondents to correct department/person Were willing to take action Completed business in a single call Base: Excluding "Don't know" responses. *Percent of respondents who "somewhat" or "strongly" agreed n=333 to

21 Main Source of Information In general, when you need to get information on City services, what is your main source of information? FIRST MENTIONS Percent of Respondents* City website Telephone Book Internet (in general) Call Centre Go to City Hall Newspapers Friends/Family/word of month Social Media Other (1% of responses or less) Don t Know/Not Stated 2 <1 2 n=400 Represents a significant increase or decrease from the previous survey year 21

22 Effectiveness of The City Connection (5) Very Effective 25% (4) 29% (3) 36% 2018 Mean = 3.66 out of 5 (2) 7% (1) Not at all effective 4% 0% 20% 40% 60% 80% 100% 2018 n=29* Base: Respondents who referred to The City Connection section of the Airdrie City View newspaper. *Use caution interpreting results when n<30 22

23 Citizen Satisfaction Index Overall Citizen Satisfaction Index is 3.76 out of 5.00 for *Each item measured using a 1 to 5 scale (1 being very poor 5 being very good ) Percent of Respondents* Quality of Service Provided Managing Affairs of the Community Efficiency in the Provision of Service Value for Tax Dollar Managing Community Growth Development CITIZEN SATISFACTION INDEX:

24 Questions? 24