2016 Citizen Satisfaction Survey

Transcription

1 2016 Citizen Satisfaction Survey Final Report Prepared for The City of Calgary by: Contact: Jamie Duncan Vice President Ipsos th Ave SW, Suite 1950 Calgary, AB T2P 0T8 Sheela Das Director Ipsos sheela.das@ipsos.com th Ave SW, Suite 1950 Calgary, AB T2P 0T8 November 4, Citizen Satisfaction Survey: 1

2 Table of Contents I. Methodology 3 II. Summary of Key Findings 4 III. Detailed Findings 10 Issue Agenda 11 Quality of Life 13 City Programs and Services 21 Environmental Performance 39 Taxation 43 Contact with The City 49 City Communications 55 IV. Demographics 59 November 4, Citizen Satisfaction Survey: 2

3 Methodology Telephone survey conducted with a randomly selected sample of 2,500 Calgarians aged 18 years and older between August 18th and September 6th, Both landline (70%) and cell phone (30%) sample were used. The average interview length was 31 minutes. Final data were weighted to ensure the overall sample s quadrant, ward and age/gender composition reflects that of the actual Calgary population aged 18 or older according to 2011 Federal Census data. The margin of error (MOE) for the total sample of 2,500 is ± 2.0 percentage points, 19 times out of 20. A total of 174 interviews were conducted with residents of (MOE 7.5). Research Note on significant differences: Throughout, results are compared to results from. - indicates a number is significantly higher than. - indicates a number is significantly lower than. Where possible, 2016 results for are compared to those from Only significant differences are shown. November 4, Citizen Satisfaction Survey: 3

4 Summary of Key Findings November 4, Citizen Satisfaction Survey: 4

5 Calgary in 2016 The last twelve months have proven to be difficult for our city, with the impacts of a slowed economy being felt more acutely than in With Calgary s unemployment rate climbing from 6.8% in 2015 to 8. in 2016, downtown office vacancy rates at near record levels, and the value of building permits forecasted to be significantly lower than 2015, speculation continues about whether we will see an upswing as we move into Despite facing challenging times, many Calgarians as a whole remain resilient. A number of surveys, including this one, report that people have a generally optimistic view about the future, and perceptions of their overall quality of life is still quite strong. Our research suggests that Calgarians are looking to government Federal, Provincial, and Municipal for leadership and sound investment to strengthen and diversify our economy moving forward. However, Calgarians are also looking to government to be more watchful and aware of how their tax dollars are being spent. This year s Citizen Satisfaction Survey presents a narrative that highlights some shifts in perceptions that can likely be attributed to the economic downturn. It is an important editorial note for those reviewing this year s survey. November 4, Citizen Satisfaction Survey: 5

6 Key Findings: Quality of Life Among residents, perceptions about the quality of life in Calgary are extremely strong, generally more positive than, and improved from 2015 on several metrics. Nine-in-ten (90%) residents say the quality of life in Calgary today is good, 7 percentage points higher than (83%). As with, in 2016 fewer residents say the quality of life in Calgary has improved over the past three years (1 vs. 2 in 2015 vs. 40% in 2014), however, perceptions of a worsened quality of life remain steady at 32% (consistent with 30% in 2015, though up from 1 in 2014). In contrast, worsened ratings have increased 12 points from 2015 to Further, residents are more connected to Calgary and have a more positive outlook for the future compared to the broader Calgary public. I am proud to be Calgarian 95% agree, statistically higher than 90% and up 7 percentage points from 2015 (88%). I am proud to live in my neighborhood 9 agree, statistically higher than 88% and up 8 percentage points from 2015 (88%). Calgary is moving in the right direction to ensure a high quality of life for future generations 74% agree, statistically higher than 6 (it is also notable that disagree ratings are down 9 percentage points from 12% in 2015 to 3% in 2016 in ). Calgary is a great place to make a life 89% agree, statistically higher than 82% and up 9 percentage points from 2015 (80%). Calgary is a great place to make a living 70% agree, statistically consistent with 65%, and consistent with 2015 results (75%). This is in contrast to findings where agreement has dropped 15 percentage points from It is also notable that only 4% of residents disagree with the statement, statistically lower than (12%). November 4, Citizen Satisfaction Survey: 6

7 Key Findings: Issue Agenda and City Programs and Services Infrastructure, traffic and roads dominates the issue agenda, while transit declines in prominence. In 2016, more than four-in-ten (44%) residents cite infrastructure, traffic and roads as an important issue 9 percentage points higher than (35%). Related programs and services surface as desired areas for increased investment, and invest more ratings are statistically higher than for: - Traffic flow management: 68% invest more versus 58%, and up 12 percentage points from 2015 (5). - Road maintenance including pothole repairs: 60% invest more versus 52%. - City operated roads and infrastructure: 60% invest more versus 51%. It is notable, however, that satisfaction has increased from 2015 for spring road cleaning (9 vs. 87%) and snow removal (83% vs. 71%) satisfaction and investment ratings for both are consistent with. A distant second on the issue agenda is recreation at 15%, which is 6 points higher than City Wide (9%). In third place is transit at 11% this is 10 points lower than (21%) and down 14 percentage points from 2015 (25%). November 4, Citizen Satisfaction Survey: 7

8 Key Findings: Satisfaction with City Programs and Services, and Taxation Overall satisfaction with the level and quality of City services remains high and is statistically higher than results. Just under nine-in-ten (87%) residents say they are satisfied with the overall level and quality of services and programs provided by The City 8 percentage points higher than City Wide (79%). Satisfaction with a number of services and programs is also higher than : Residential garbage collection service: 99% satisfied versus 9 (80% vs. 72% very satisfied ). Calgary Police Service: 98% satisfied versus 94%. Residential Blue Cart recycling: 98% satisfied vs. 93%. Affordable housing for low-income families: 79% satisfied vs. 70%. Also noteworthy is that in the importance versus satisfaction grid analysis, land use planning emerges as a Primary Strength for residents, while it is a Primary Weakness. As with results, satisfaction with property tax assessment sees a marked drop from 83% in 2015 to 73% in Among residents, the perceived value of property tax dollars is slightly more positive than, while the preference for new types of services fees is up. Just under seven-in-ten (68%) residents give The City a good value rating for the value of their property tax dollars while this is statistically consistent with (63%), poor value ratings are statistically lower (5% vs. 10% ). When asked which option they would prefer The City to take to increase revenue for new or emerging services, 4 of residents would prefer new types of service fees (up from 24% in 2015), 43% would prefer expanding existing user fees (statistically unchanged from 53% in 2015) and just 11% would prefer a property tax increase (down from 22% in 2015). November 4, Citizen Satisfaction Survey: 8

9 Key Findings: Perceptions of City Transparency and The Environment Perceptions of The City with regard to transparency are more positive among residents than the broader Calgary public and improved from The City of Calgary practices open and accessible government: 92% of residents agree, statistically higher than 83% and up 10 percentage points from 2015 (82%). The City allows citizens to have meaningful input into decision-making: 79% of residents agree, statistically higher than 69% and up 11 percentage points from 2015 (68%). Among residents, perceptions of the environment in Calgary and The City s environmental performance see statistically significant increases from Perceptions about the overall state of the environment in Calgary today are extremely positive with 99% of residents saying it is good or very good. While this is consistent with City Wide (97%), very good ratings are statistically higher (62% vs. 48% ) and up 19 percentage points from 2015 (43%). Overall satisfaction with The City s environmental performance (93%) is consistent with City Wide and unchanged from 2015, however, very satisfied ratings among residents see a 13 percentage point gain (43% 2016 vs. 30% 2015). Perhaps related, are higher satisfaction ratings (compared to ) with residential garbage collection service and residential blue cart recycling. There are no noteworthy differences between residents and the broader Calgary public or notable changes from 2015 with regard to contact with The City or other aspects of City communications. November 4, Citizen Satisfaction Survey: 9

10 Detailed Findings November 4, Citizen Satisfaction Survey: 10

11 Issue Agenda November 4, Citizen Satisfaction Survey: 11

12 Issue Agenda Multiple Responses First Mention Other Mentions INFRASTRUCTURE, TRAFFIC & ROADS (NET) 25% 10% 35% 44% Traffic congestion 8% 3 11% 11% Road conditions 3 9% 11% Infrastructure maintenance/ improvement/ development Bicycle/ pedestrian lanes 4% 3 5% 10% 5% TRANSIT (NET) 14% 7% 21% 11% Public Transportation [incl. buses/ C-train/ poor service] 9% 11% 5% Transportation (unspecified) 5% 3 8% CRIME, SAFETY & POLICING (NET) 10% 5% 15% 10% Crime [incl. Breaking and entering/ gangs/ drug dealers, etc.] 5% 3 8% 4% Public safety ECONOMY (NET) Unemployment/ job creation 4% 7% 5% 9% 9% 8% RECREATION (NET) 5% 4% 9% 15% TAXES (NET) Education [incl. lack of teachers/ funding/ schools/local schools] ENVIRONMENT & WASTE MANAGEMENT (NET) 4% % 7% 7% 7% 4% HOMELESSNESS, POVERTY & AFFORDABLE HOUSING (NET) 3 4% 3% 3 4% Total mentions <4% GROWTH AND PLANNING (NET) 2% are not shown Note: A NET is a combination of BUDGET AND SPENDING (NET) 4% 1% 2 or more mentions that cover a Other 22% 33% specific theme None 15% 18% 25% 12% 15% 7% In your view, as a resident of the city of Calgary, what is the most important issue facing your community, that is, the one issue you feel should receive the greatest attention from your local leaders? Are there any other important local issues? Base: Valid respondents (: n=2,452 / : n=170) November 4, Citizen Satisfaction Survey:

13 Quality of Life November 4, Citizen Satisfaction Survey: 13

14 Overall Quality of Life in Calgary Very good Very poor 1 8% 5% 3% 2% 1% 1% 1% 1% 0% 0% 0% 15% 23% 23% 20% Poor 39% 41% : 3%* : 2% Good : 83% : 90% On a scale of 1 to 10 where 1 represents very poor and 10 represents very good how would you rate the overall quality of life in the city of Calgary today? Base: Valid respondents (: n=2,497 / : n=174) November 4, Citizen Satisfaction Survey: *Rounding 14

15 Perceived Change in the Quality of Life in Calgary 45% 53% 37% 32% 18% : : 40% 2015: 30% 2014: 1 Improved Stayed the same Worsened And, do you feel that the quality of life in the city of Calgary in the past three years has...? Base: Valid respondents (: n=2,469 / : n=174) November 4, Citizen Satisfaction Survey: 15

16 Actions to Improve the Quality of Life Multiple Responses Transportation (NET) 25% 24% Better traffic management 7% 9% Improvement/ maintenance of existing roads 8% Infrastructure (unspecified) 3% 3% Employment, Cost of Living & Homelessness (NET) 23% 24% Improve job creation/ employment 13% 1 Expand affordable housing/ rent 4% 1% Government (NET) 21% 18% Reduce taxes 9% 9% Tax spending/ city budget 5% 5% Recreation & Community Services (NET) 18% 18% Parks/ green-space improvement 5% Building of community centres/ recreation facilities 4% Transit (NET) 17% 18% Improve public transportation (unspecified) 3% Improve bus/ train schedule/ service 5% Crime, Safety & Policing (NET) 9% 10% Control crime and safety 5% 7% More policing/ patrolling 4% 3% Growth & Planning (NET) 5% 2% Education (NET) 3% Total mentions <3% 3% Environment (NET) are not shown 3% 3% Note: A NET is a combination of Health (NET) 3% 1% 2 or more mentions that cover a specific theme Other 8% 9% Nothing 17% 15% Thinking about all of the different things that contribute to the quality of life in Calgary, what specific actions do you think The City of Calgary could take to improve the quality of life? Base: Valid respondents (: n=2,409 / : n=174) November 4, Citizen Satisfaction Survey: 35% 11% 3% 13%

17 Sustainability: Connectedness and Inclusivity Completely Agree (10) Agree (9, 8 or 7) Neutral (6 or 5) Disagree (4, 3, 2 or 1) % Agree I am proud to be a Calgarian 45% 45% 45% 49% 7% 3 90% 95% 88% I am proud to live in my neighbourhood 34% 35% 54% 61% 9% 3 5% 88% 9 88% I am regularly involved in neighbourhood and local community events 24% 22% 29% 35% 41% 37% 30% 28% The City of Calgary municipal government fosters a city that is inclusive and accepting of all 21% 19% 60% 63% 14% 14% 5% 4% 81% 82% 2015 Next, I m going to read you a series of statements that some people have said about life in Calgary. Please indicate whether you agree or disagree with each statement using a scale from 1 to 10, where 1 is completely disagree and 10 is completely agree. Base: Valid respondents (Bases vary) November 4, Citizen Satisfaction Survey: 17

18 Sustainability: Making a Life, Making a Living and Direction for the Future Completely Agree (10) Agree (9, 8 or 7) Neutral (6 or 5) Disagree (4, 3, 2 or 1) % Agree Calgary is a great place to make a life 20% 24% 62% 65% 13% 9% 5% 82% 89% 80% Calgary is a great place to make a living 15% 15% 50% 55% 23% 2 12% 4% 65% 70% Calgary is moving in the right direction to ensure a high quality of life for future generations 10% 12% 2015 Next, I m going to read you a series of statements that some people have said about life in Calgary. Please indicate whether you agree or disagree with each statement using a scale from 1 to 10, where 1 is completely disagree and 10 is completely agree. Base: Valid respondents (Bases vary) November 4, Citizen Satisfaction Survey: 5 62% 22% 23% 12% 3 12% 6 74% 18

19 Calgary: On the Right Track to Being a Better City? Strongly agree Somewhat agree 30% 35% 57% 57% Agree : 8* : 92% Somewhat disagree 9% Strongly disagree 4% 2% *Rounding There are a wide array of challenges facing The City of Calgary today, but also many success stories. Please indicate whether you agree or disagree with the following statement about Calgary s future: Calgary is on the right track to be a better city 10 years from now. Base: Valid respondents (: n=2,485 / : n=174) November 4, Citizen Satisfaction Survey: 19

20 Perceived Safety in Own Neighbourhood Very safe Reasonably safe 42% 4 42% 42% Safe : 84% : 87%* Somewhat unsafe 12% 10% Very unsafe 4% 2% *Rounding How safe do you feel or would you feel walking alone in your neighbourhood after dark? Base: Valid respondents (: n=2,494 / : n=173) November 4, Citizen Satisfaction Survey: 20

21 City Programs and Services November 4, Citizen Satisfaction Survey: 21

22 Top-of-Mind Programs and Services Multiple Responses Note: A NET is a combination of 2 or more mentions that cover a specific theme Recreation (NET) 44% 35% Recreation/ leisure centres/ programs 33% 24% Swimming pools/ facilities/ lessons 5% Cultural/ art events/ festivals/ museums/ theatres 5% Community centres 4% 2% Sports facilities or programs/ sports (unspecified) 4% 4% Transit 3 40% Parks (playgrounds, green spaces, pathways) 2 25% Waste & Recycling (NET) 21% 24% Waste management/ garbage/ dump/ landfills 1 20% Recycling/ blue box 8% 11% Sanitation/ cleaning services 4% 4% Police/ safety/ law enforcement 17% 13% Roads 15% 1 Libraries 12% 15% Community & Neighbourhood Services 11% 11% Fire Department 11% 7% Water 7% 4% Winter maintenance/ snow clearing 7% Health/ health services/ healthcare Education/ schools Infrastructure 5% 2% Animal & Bylaw Services 3% 4% Sewer/ storm sewers/ waste water 3% 4% Ambulance/ paramedics/ EMS 3% Total mentions <3% 3% Emergency services 3% are not shown 1% 311 Service 3% 4% Planning, Development & Assessment 3% 3% Other 25% 13% None/ Nothing 10% 12% 25% 19% 11% Thinking about all of the services and programs provided by The City of Calgary, what services come to mind? Base: Valid respondents (: n=2,381 / : n=174) November 4, Citizen Satisfaction Survey:

23 Overall Satisfaction with the Level and Quality of City Services and Programs Very satisfied Not at all satisfied 1 9% 11% 9% 5% 2% 2% 1% 0% 1% 0% 1% 0% 7% 12% 14% 2 28% 32% 34% Not Satisfied : 4%* : 2% Satisfied : 79% : 87% *Rounding On a scale from 1 to 10 where 1 represents not at all satisfied and 10 represents very satisfied how satisfied are you with the overall level and quality of services and programs provided by The City of Calgary? Base: Valid respondents (: n=2,479 / : n=171) November 4, Citizen Satisfaction Survey: 23

24 Importance of City Programs and Services % Important Very important Somewhat important % % 99% The quality of drinking water 9 98% 4% 100% 99% Calgary Fire Department 95% 9 5% 100% 4% 100% Calgary Police Service 94% 95% 5% 3 99% 98% Residential garbage collection service 85% 87% 14% 12% 99% 99% City operated roads and infrastructure 81% 83% 17% 1 98% 99% Calgary's parks, playgrounds and other open spaces 77% 71% 21% 27% 98% 98% Road maintenance including pothole repairs 72% 74% 2 23% 98% 97% I am going to read a list of programs and services provided to you by The City of Calgary. Please tell me how important each one is to you. Base: Valid respondents (Bases vary) November 4, Citizen Satisfaction Survey: 24

25 Importance of City Programs and Services (continued) % Important Very important Somewhat important Transportation planning 80% 77% 17% 18% 97% 95% Traffic flow management 79% 78% 18% 22% 97% 100% Snow removal 77% 75% 20% 25% 97% 100% 95% Social services for individuals such as seniors or youth 7 73% 21% 25% 97% 98% Disaster planning and response 74% 71% 22% 23% 9 94% Calgary Transit including bus and CTrain service 79% 79% % 95% Affordable housing for low-income families 71% 68% 24% 24% 95% 92% Property tax assessment 61% 62% 33% 33% 94% 95% Residential Blue Cart recycling 70% 72% 23% 22% 93% 94% I am going to read a list of programs and services provided to you by The City of Calgary. Please tell me how important each one is to you. Base: Valid respondents (Bases vary) November 4, Citizen Satisfaction Survey:

26 Importance of City Programs and Services (continued) % Important Very important Somewhat important City growth management 61% 63% 31% 29% 92% 92% Calgary's pathway system 58% 50% 34% 40% 92% 90% Spring road cleaning 49% 53% 43% 40% 92% 93% City operated recreation FACILITIES such as pools, leisure centres, and golf courses 58% 51% 33% 37% 91% 88% City land use planning 57% 55% 34% 38% 91% 93% 311 service 50% 51% 40% 39% 90% 90% Development and building inspections and permits 54% 57% 35% 32% 89% 89% Community services such as support for community associations and not for profit groups 43% 35% 45% 52% 88% 87% I am going to read a list of programs and services provided to you by The City of Calgary. Please tell me how important each one is to you. Base: Valid respondents (Bases vary) November 4, Citizen Satisfaction Survey: 26

27 Importance of City Programs and Services (continued) % Important Very important Somewhat important Protection from river flooding 60% 54% 27% 27% 87% 81% 90% City operated recreation PROGRAMS such as swimming lessons 54% 50% 32% 33% 8 83% Business licenses and inspections 48% 44% 37% 43% 85% 87% Animal control services for stray animals and pet licensing 40% 33% 42% 45% 82% 78% Support for arts and culture including festivals 39% 34% 42% 44% 81% 78% Bylaw services for things such as noise complaints, fire pits and weeds 35% 39% 4 42% 81% 81% City of Calgary website 33% 34% 43% 48% 7 82% Downtown revitalization 32% 34% 43% 44% 75% 78% On-street bikeways 25% 22% 31% 31% 5 53% I am going to read a list of programs and services provided to you by The City of Calgary. Please tell me how important each one is to you. Base: Valid respondents (Bases vary) November 4, Citizen Satisfaction Survey:

28 Satisfaction with City Programs and Services % Satisfied Very satisfied Somewhat satisfied Calgary Fire Department 84% 83% 15% 17% 99% 100% % 80% 20% 17% 98% 97% Residential garbage collection service 72% 80% 24% 19% 9 99% The quality of drinking water 72% 71% 23% 22% 95% 93% Calgary's parks, playgrounds and other open spaces 54% 54% 41% 41% 95% 95% Calgary's pathway system 53% 44% 42% 49% 95% 93% Disaster planning and response 49% 44% 57% 4 49% 95% 93% Calgary Police Service 62% 64% 32% 34% 94% 98% I am going to read a list of programs and services provided to you by The City of Calgary. Please tell me how satisfied you are with the job The City is doing in providing that program or service. Base: Valid respondents (Bases vary) November 4, Citizen Satisfaction Survey:

29 Satisfaction with City Programs and Services (continued) % Satisfied Very satisfied Somewhat satisfied 311 service 52% 59% 42% 38% 94% 97% Spring road cleaning 4 49% 48% 47% 94% 9 87% Residential Blue Cart recycling 63% 71% 30% 27% 93% 98% Animal control services for stray animals and pet licensing 42% 40% 51% 52% 93% 92% City operated recreation FACILITIES such as pools, leisure centres, and golf courses 41% 35% 52% 57% 93% 92% City operated recreation PROGRAMS such as swimming lessons 39% 43% 54% 4 93% 89% Business licenses and inspections 30% 34% 62% 62% 92% 9 Community services such as support for community associations and not for profit groups 2 24% 6 71% 92% 95% Protection from river flooding 38% 37% 52% 54% 90% 91% I am going to read a list of programs and services provided to you by The City of Calgary. Please tell me how satisfied you are with the job The City is doing in providing that program or service. Base: Valid respondents (Bases vary) November 4, Citizen Satisfaction Survey:

30 Satisfaction with City Programs and Services (continued) % Satisfied Very satisfied Somewhat satisfied Support for arts and culture including festivals 3 38% 53% 53% 89% 91% City of Calgary website 34% 29% 55% 63% 89% 92% Development and building inspections and permits 28% 33% 61% 59% 89% 92% Downtown revitalization 25% 25% 63% 65% 88% 90% Social services for individuals such as seniors or youth 23% 29% 65% 62% 88% 91% Bylaw services for things such as noise complaints, fire pits and weeds 33% 3 54% 54% 87% 90% 80% City operated roads and infrastructure 24% 20% 62% 65% 8 85% City land use planning 20% 2 64% 64% 84% 90% I am going to read a list of programs and services provided to you by The City of Calgary. Please tell me how satisfied you are with the job The City is doing in providing that program or service. Base: Valid respondents (Bases vary) November 4, Citizen Satisfaction Survey:

31 Satisfaction with City Programs and Services (continued) % Satisfied Very satisfied Somewhat satisfied Calgary Transit including bus and CTrain service 31% 3 51% 48% 82% 84% City growth management 19% 23% 61% 62% 80% 85% Snow removal 30% 29% 49% 54% 79% 83% 71% Road maintenance including pothole repairs 25% 2 53% 53% 78% 79% Transportation planning 20% 22% 58% 59% 78% 81% Property tax assessment 19% 23% 54% 50% 73% 73% 83% Affordable housing for low-income families 14% 17% 5 62% 70% 79% Traffic flow management 15% 1 54% 54% 69% 70% On-street bikeways 22% 18% 43% 47% 65% 65% I am going to read a list of programs and services provided to you by The City of Calgary. Please tell me how satisfied you are with the job The City is doing in providing that program or service. Base: Valid respondents (Bases vary) November 4, Citizen Satisfaction Survey:

32 Investment in City Programs and Services Invest More Invest the Same amount Invest Less Affordable housing for low-income families 65% 61% 31% 35% 4% 4% Calgary Transit including bus and CTrain service 63% 59% 34% 40% 3 Social services for individuals such as seniors or youth 58% 52% 40% 4 Traffic flow management 58% 68% 5 39% 31% 3 Transportation planning % 40% 3 4% Road maintenance including pothole repairs 52% 60% 4 38% Calgary Police Service 52% 54% 44% 44% 4% City operated roads and infrastructure 51% 60% 4 40% 3 Snow removal 49% 50% 47% 49% 4% I am going to read a list of programs and services provided to you by The City of Calgary. Please tell me if you think The City should invest more, less or the same amount on the program or service. Base: Valid respondents (Bases vary) November 4, Citizen Satisfaction Survey:

33 Investment in City Programs and Services (continued) Invest More Invest the Same amount Invest Less Protection from river flooding 38% 38% 53% 51% 9% 11% Calgary Fire Department 37% 33% 61% 67% City operated recreation FACILITIES such as pools, leisure centres, and golf courses 37% 30% 57% 64% Calgary's parks, playgrounds and other open spaces 3 31% 61% 68% 3 City growth management 3 38% 54% 54% 10% 8% % 32% 64% 68% Disaster planning and response 33% 3 63% 60% 4% 4% The quality of drinking water 31% 27% 68% 72% City operated recreation PROGRAMS such as swimming lessons 30% 28% 63% 63% 7% 9% I am going to read a list of programs and services provided to you by The City of Calgary. Please tell me if you think The City should invest more, less or the same amount on the program or service. Base: Valid respondents (Bases vary) November 4, Citizen Satisfaction Survey: 33

34 Investment in City Programs and Services (continued) Invest More Invest the Same amount Invest Less Community services such as support for community associations & not for profit groups 29% 21% 61% 68% 10% 11% City land use planning 28% 21% 64% 71% 8% 8% Calgary's pathway system 27% 24% 6 70% 7% Support for arts and culture including festivals 25% 24% 58% 63% 17% 13% Downtown revitalization 24% 25% 57% 61% 19% 14% Development and building inspections and permits 23% 24% 69% 6 8% 10% Spring road cleaning 20% 22% 73% 73% 7% 5% On-street bikeways 20% 17% 35% 3 45% 47% I am going to read a list of programs and services provided to you by The City of Calgary. Please tell me if you think The City should invest more, less or the same amount on the program or service. Base: Valid respondents (Bases vary) November 4, Citizen Satisfaction Survey: 34

35 Investment in City Programs and Services (continued) Invest More Invest the Same amount Invest Less Residential Blue Cart recycling 19% 14% 71% 79% 10% 7% Bylaw services for things such as noise complaints, fire pits and weeds 19% 18% 65% 68% 1 14% Business licenses and inspections 18% 12% 74% 82% 8% Property tax assessment 17% 20% 65% 63% 18% 17% 311 service 1 14% 7 80% 8% City of Calgary website 1 12% 71% 74% 13% 14% Residential garbage collection service 15% 11% 80% 8 5% 3 Animal control services for stray animals and pet licensing 15% 14% 74% 75% 11% 11% I am going to read a list of programs and services provided to you by The City of Calgary. Please tell me if you think The City should invest more, less or the same amount on the program or service. Base: Valid respondents (Bases vary) November 4, Citizen Satisfaction Survey: 35

36 Importance Importance vs. Satisfaction Grid: Primary Weakness Primary Strength 91% Traffic Flow Management Affordable Housing Transportation Planning Road Maintenance Property Tax Assessment City Growth Management Snow Removal Roads and Infrastructure Calgary Transit Land Use Planning Development and Building Inspections & Permits Social Services Protection from River Flooding Quality of Drinking Water Police Service Blue Cart Recycling Spring Road Cleaning Recreation Facilities Residential Garbage Collection Parks, Playgrounds & Open Spaces Disaster Planning & Response Calgary's Pathway System 311 Service Community Services Fire Department Recreation Programs Business Licenses & Inspection Bylaw Services Animal Control Services Support for Arts & Culture Downtown Revitalization 75% Secondary Weakness 65% 88% Please note On-street bikeways is plotted at (65% satisfaction,5 importance) and not illustrated on this graph. November 4, Citizen Satisfaction Survey: Satisfaction City of Calgary Website Secondary Strength 36

37 Importance Importance vs. Satisfaction Grid: Primary Weakness Primary Strength Snow Removal Road Maintenance Traffic Flow Management Roads and Infrastructure Quality of Drinking Water Social Services Parks, Playgrounds & Open Spaces Fire Department Police Service Residential Garbage Collection 91% Property Tax Assessment Transportation Planning Affordable Housing City Growth Management Calgary Transit Calgary's Pathway System Development and Building Inspections & Permits Recreation Facilities Disaster Planning & Response Land Use Planning Community Services Blue Cart Recycling Spring Road Cleaning 311 Service Business Licenses & Inspection Recreation Programs City of Calgary Website Bylaw Services Protection from River Flooding Animal Control Downtown Revitalization Services Support for Arts & Culture 75% Secondary Weakness Secondary Strength 65% 89% Please note On-street bikeways is plotted at (65% satisfaction, 53% importance) and not illustrated on this graph. November 4, Citizen Satisfaction Survey: Satisfaction 37

38 Primary Strengths and Weaknesses: versus Please note: Only items that are primary strengths or primary weaknesses either or for the Ward are shown in the table. Primary Strength Primary Weakness Neither (in another quadrant) Fire Department Residential Garbage Collection Quality of Drinking Water Police Service Parks, Playgrounds and Open Spaces Disaster Planning and response Calgary s Pathway System Spring Road Cleaning Blue Cart Recycling Recreation Facilities Social Services Traffic Flow Management Affordable Housing Property Tax Assessment Road Maintenance Transportation Planning Snow Removal City Growth Management Calgary Transit Roads and Infrastructure Land Use Planning November 4, Citizen Satisfaction Survey: 38

39 Environmental Performance November 4, Citizen Satisfaction Survey: 39

40 Perceptions About Overall State of Calgary s Environment Very good 48% 62% 43% Good Good 37% 52% 50% : 97%* : 99% Poor 2% 0% 5% Very poor 1% 1% 2015 *Rounding Thinking about things such as air, water and land quality in the city, how would you rate the overall state of Calgary s environment today? Base: Valid respondents (: n=2,498 / : n=174) November 4, Citizen Satisfaction Survey: 40

41 Satisfaction with The City s Environmental Performance Very satisfied Somewhat satisfied 3 43% 30% 55% 50% Satisfied : 91% : 93% Not very satisfied 8% Not at all satisfied 1% 1% How satisfied are you with the job The City of Calgary is currently doing to protect the environment? Base: Valid respondents (: n=2,469 / : n=172) 2015 November 4, Citizen Satisfaction Survey: 41

42 Satisfaction with The City s Environmental Programs and Services Very satisfied Somewhat satisfied 28% 31% 58% 58% Satisfied : 8 : 89% Not very satisfied 8% 11% Not at all satisfied 2% 3% How satisfied are you with The City of Calgary's programs and services aimed at helping Calgarians reduce their environmental impact? Base: Valid respondents (: n=2,472 / : n=174) November 4, Citizen Satisfaction Survey: 42

43 Taxation November 4, Citizen Satisfaction Survey: 43

44 Knowledge Levels of Tax Dollar Spending Very knowledgeable Somewhat knowledgeable 8% 49% 51% Knowledgeable : 57% : 57% Not very knowledgeable 32% 32% Not at all knowledgeable 10% 10% Thinking about how The City of Calgary government is run, and what services it provides, would you say you are very, somewhat, not very, or not at all knowledgeable about how City tax dollars are spent? Base: Valid respondents (: n=2,494 / : n=174) November 4, Citizen Satisfaction Survey: 44

45 Perceived Value of Property Taxes Very good value Very poor value 1 8% 5% 2% 3% 1% 1% 2% 2% 1% 12% 9% 15% 18% 23% 22% 28% 32% Poor Value : 10%* : 5% Good Value : 63% : 68% *Rounding Your property tax dollars are divided between The City and the Province. In Calgary, approximately half of your property tax bill goes to The City to fund municipal services. Considering the services provided by The City, please rate the value you feel you receive from your municipal property tax dollars using a scale of 1 to 10 where 1 represents very poor value and 10 represents very good value. Base: Valid respondents (: n=2,466 / : n=174) November 4, Citizen Satisfaction Survey: 45

46 Balancing Taxation and Service Delivery Levels Increase taxes to expand services Increase taxes to maintain services at current levels 14% 19% 31% 35% Increase Taxes : 49%* : 48% Cut services to maintain current tax level Cut services to reduce taxes 14% 12% 32% 35% Cut Services : 4 : 47% None 4% 4% *Rounding Municipal property taxes are the primary way to pay for services and programs provided by The City of Calgary. Due to the increased cost of maintaining current service levels and infrastructure, The City must balance taxation and service delivery levels. To deal with this situation, which of the following four options would you most like The City to pursue? Base: Valid respondents (: n=2,457 / : n=174) November 4, Citizen Satisfaction Survey: 46

47 Options for Increasing City Revenue Expand existing user fees 43% 48% Introduce new types of service fees 38% 4 24% Increase property taxes 13% 11% 22% Should The City need to increase the amount of revenue it collects from citizens for new or emerging services, would you prefer The City to...? Base: Valid respondents (: n=2,331 / : n=165) November 4, Citizen Satisfaction Survey:

48 Property Tax Dollar Investment I am interested in knowing how my property tax dollars are invested in various City services The City does a good job of providing citizens with information about how their property tax dollars are invested in various City services Strongly agree 54% 53% Agree Strongly agree 12% 10% Agree Somewhat agree 39% 39% : 93% : 92% Somewhat agree 51% 59% : 63% : 69% Somewhat disagree 7% Somewhat disagree 24% 21% Strongly disagree 1% 1% Strongly disagree 13% 10% Base: Valid respondents (: n=2,490 / : n=174) Base: Valid respondents (: n=2,475 / : n=172) Please indicate if you strongly agree, somewhat agree, somewhat disagree or strongly disagree with each of the following statements. November 4, Citizen Satisfaction Survey: 48

49 Contact with The City November 4, Citizen Satisfaction Survey: 49

50 Past 12 Months Contact with The City of Calgary % Yes 6 63% Have you contacted or dealt with The City of Calgary or dealt with The City or one of its employees in the last twelve months? Base: Valid respondents (: n=2,486 / : n=174) November 4, Citizen Satisfaction Survey: 50

51 Satisfaction with the Overall Level and Quality of Customer Service Very satisfied Not at all satisfied % 15% 11% 7% 10% 5% 4% 3% 1% 2% 0% 1% 2% 2% 2% 23% 22% 2 31% Not satisfied : 9%* : 5% Satisfied : 80% : 82%* *Rounding On a scale of 1 10 where 1 represents not at all satisfied and 10 represents very satisfied, how satisfied are you with the overall level and quality of customer service provided by The City of Calgary? Base: Valid respondents who contacted or dealt with The City in the last twelve months (: n=1,630 / : n=106) November 4, Citizen Satisfaction Survey: 51

52 Type of Contact Phone (NET) 65% 6 By Calling % 55% Phoning The City at another number 12% 11% Internet (NET) 20% 23% By internet, using The City's website 12% 19% By using the 311 website By using the 311 mobile app 2% 5% 4% 0% By visiting a City office or facility 10% 8% Via In writing, through the mail Other 3% 1% 4% 3% 0% 1% When you contacted The City was it? Base: Valid respondents who contacted The City in the last twelve months (: n=1,080 / : n=68) November 4, Citizen Satisfaction Survey: 52

53 Satisfaction with Most Recent City Contact Very satisfied Somewhat satisfied 27% 28% 59% 65% Satisfied : 8 : 93% Not very satisfied 1% 8% Not at all satisfied 7% How satisfied were you with your most recent contact with The City? Base: 2016: Valid respondents who contacted The City of Calgary in the last twelve months (: n=1,081 / : n=68) November 4, Citizen Satisfaction Survey: 53

54 Attitudes Regarding City Service Delivery and Transparency % Agree Strongly agree Somewhat agree City staff are courteous, helpful, and knowledgeable 4 49% 48% 47% 94% 9 The quality of customer service from The City is consistently high 34% 34% 53% 55% 87% 89% The City of Calgary makes customer service a priority 31% 35% 54% 52% 85% 87% The City of Calgary practices open and accessible government 31% 35% 52% 57% 83% 92% 82% City staff are easy to get a hold of when I need them 28% 28% 53% 55% 81% 83% The City responds quickly to requests and concerns 2 29% 53% 5 79% 85% The City uses input from Calgarians in decisionmaking about City projects and services 20% 23% 54% 5 74% 79% The City allows citizens to have meaningful input into decision-making 20% 23% 49% 5 69% 79% 68% Thinking about your personal dealings with The City of Calgary, your general impressions and anything you may have read, seen or heard, please tell me whether you agree or disagree with each of the following statements about The City? Base: Valid respondents (Bases vary) November 4, Citizen Satisfaction Survey:

55 City Communications November 4, Citizen Satisfaction Survey: 55

56 The Extent of Information Received 54% 58% 44% 39% 2% 3% Just the right amount Too little Too much In your opinion, do you currently receive too much, too little, or just the right amount of information from The City? Base: Valid respondents (: n=2,487 / : n=173) November 4, Citizen Satisfaction Survey: 56

57 Top Areas for Information from The City Multiple Responses Not asked prior to 2016 Budget & Spending (Net) 32% 38% Tax/ government money spending 28% 35% Budgets 3% 3% Infrastructure, Traffic & Roads (Net) 2 2 Roads 9% 8% Infrastructure (unspecified) 5% Transportation planning 3% 4% Planning & Development (Net) 19% 21% Planning/ future growth 11% 1 Land use planning/ development 3% Taxation (Net) 18% 20% Taxes/ taxation (unspecified) 10% 9% Property taxes 5% 8% Transportation (Net) 14% 8% Transportation (unspecified) 7% 5% Transit 2% Recreation (Net) 10% 11% Recreation/ leisure centres/ programs Parks/ playgrounds/ community centers/ green-spaces 4% 4% City Services (Net) 8% 11% Crime, Safety & Policing (Net) 7% 4% Government (political decisions, transparency) (Net) Community & Social Services (Net) 4% Media (Net) 5% Total mentions <3% Website/ online 4% are not shown 5% Education 3% 3% Environment & Waste Management (Net) 3% 1% Other 24% 22% Note: A NET is a combination of 2 or more mentions that cover a specific theme What are the top three areas where [too little; you would like The City to / right amount: The City should] provide more information? Base: Valid respondents who say they receive too little or just the right amount of information (: n=990 / Ward: 2 n=150) November 4, Citizen Satisfaction Survey: 57

58 Overall Satisfaction with Quality of City Information and Communications Very satisfied Somewhat satisfied 20% 21% 6 67% Satisfied : 85%* : 88% Not very satisfied 9% 12% Not at all satisfied 2% 2% And how satisfied are you with the overall quality of City information and communications? Base: Valid respondents (: n=2,489 / : n=174) November 4, Citizen Satisfaction Survey: *Rounding 58

59 Demographics November 4, Citizen Satisfaction Survey: 59

60 Demographics Gender Education Male 50% 50% Female 50% 50% Completed high school or less Some post secondary or completed a college diploma Completed university degree or post-grad degree 18% 19% 34% 25% 48% 5 Age Income 18 to 24 12% 17% 25 to 34 22% 25% 35 to 44 18% 1 45 to 54 20% 19% 55 to 64 13% 10% 65 or older 14% 13% Mean Less than $30,000 7% $30,000 to <$45,000 9% 5% $45,000 to <$60,000 10% 9% $60,000 to <$75,000 9% 9% $75,000 to <$90,000 9% $90,000 to <$105,000 11% 11% $105,000 to <$120,000 11% 8% $120,000 to <$150,000 13% 19% $150,000 or more 23% 28% Base: Valid respondents November 4, Citizen Satisfaction Survey: 60

61 Household Characteristics Tenure in Calgary Less than 5 years 9% 9% 5 to less than 10 years 10% 12% 10 to less than 15 years 12% 21% 15 to less than 20 years 14% 15% 20 to less than 30 years 19% 13% 30 to less than 40 years 15% 13% 40 or more 21% 1 Mean 25 years 21 years Household Size 1 13% 8% 2 32% 33% 3 19% 21% 4 23% 2 5 or more 13% 12% Mean 3 3 Children and Seniors in Household Yes - Children 37% 3 Yes - Seniors 1 12% Type of Home Single-detached house 72% 85% Apartment or apartmentstyle condominium 12% Townhouse or rowhouse 7% 5% Duplex, triplex or fourplex Another type of multidwelling unit 8% 3% 1% 1% Own or Rent Own 77% 88% Rent 20% 8% Other 1% 2% Neither 2% 2% Responsible for Property Taxes Yes 84% 82% No 1 18% November 4, Citizen Satisfaction Survey: Base: Valid respondents 61

62 Respondent Characteristics Born in Canada Age Left Country of Birth Ethnic Background Yes 72% 64% No 28% 3 Disability Yes 13% 12% No 87% 88% Base: Not born in Canada Under the age of 12 (n=626) Visible Minority (n=61) 27% 2 12 to 17 10% 9% 18 or older 62% 65% Yes 22% 29% No 78% 71% Caucasian/ white 22% 13% Canadian/ French Canadian British 20% 19% 18% 19% Western European 11% 8% Southern or Eastern European East or Southeast Asian 11% 13% 10% 14% South Asian 7% 9% Central/ South American or Caribbean West Asian or Middle Eastern Aboriginal/ First Nations/ Metis 3% 2% 2% 4% African 2% 2% 1% 1% November 4, Citizen Satisfaction Survey: Base: Valid respondents 62

63 Contact Jamie Duncan Vice President Ipsos Public Affairs Sheela Das Director Ipsos Public Affairs November 4, Citizen Satisfaction Survey: 63