2017 Quality of Life and Citizen Satisfaction Survey

Transcription

1 2017 Quality of Life and Citizen Satisfaction Survey Presentation Presented by: Jamie Duncan Vice President, Canada Ipsos Public Affairs Krista Ring Manager, Customer Experience & Research Customer Service & Communications 2017 Quality of Life and Citizen Satisfaction Survey

2 Methodology Telephone survey conducted with a randomly selected sample of 2,500 Calgarians aged 18 years and older between August 16 th and September 10 th, 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 2016 Municipal and 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. The margin of error by quadrant is as follows: Northeast: n=465 (MOE 4.6) Northwest: n=745 (MOE 3.6) Southeast: n=583 (MOE 4.1) Southwest: n=707 (MOE 3.7) The sample size per ward ranged from n=156 (MOE 7.9) to n=210 (MOE 6.8). Where possible, results are compared to previous iterations of the Citizen Satisfaction survey. indicates number is significantly higher than 2016 indicates number is significantly lower than Quality of Life and Citizen Satisfaction Survey 2

3 Quality of Life 2017 Quality of Life and Citizen Satisfaction Survey 3

4 Overall Quality of Life in Calgary Very good 10 6% Good % 5% 2% 15% 24% 40% Good: 85% 2017: 85% 2016: 83% 2015: 86% 2014: 87% 2013: 88% 2012: 88% 2011: 83% 2010: 78% 2009: 76% 2008: 69% 2007: 67% 2006: 77% Late Fall % 3 2 1% 0% Poor: 3% Very poor 1 0% 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=2,499) 2017 Quality of Life and Citizen Satisfaction Survey 4

5 Perceived Change in the Quality of Life Worsened Stayed the same Improved Late Fall 2017 Stayed the same 43% Worsened 38% Improved 19% 45% 30% 51% 61% 27% 27% 58% 30% 47% 39% 41% 41% 48% 26% 52% 30% 47% 35% 49% 49% 31% 26% 45% 45% 37% 35% 26% 22% 12% 12% 14% 18% 26% 18% 17% 20% 25% 18% 20% 2005 (n=999) 2006 (n=971) 2007 (n=978) 2008 (n=987) 2009 (n=991) 2010 (n=988) 2011 (n=987) 2012 (n=987) 2013 (n=994) (n=2,419) (n=2,417) (n=2,479) (n=2,484) And, do you feel that the quality of life in the city of Calgary in the past three years has...? Base: Valid respondents 2017 Quality of Life and Citizen Satisfaction Survey 5

6 Sustainability: Connectedness Completely Agree (10) Agree (9, 8 or 7) Neutral (6 or 5) Disagree (4, 3, 2 or 1) % Agree Late Fall 2017 I am proud to be a Calgarian % 45% 43% 46% 45% 47% 8% 7% 7% % 90% 90% 89% % 49% 6% 3 91% % 47% 6% 2 92% I am proud to live in my neighbourhood % 34% 31% 30% 53% 54% 55% 56% 10% 5% 9% 3 10% 4% 10% 4% 85% 88% 86% 86% 84% % 54% 10% 2 88% I am regularly involved in neighbourhood and local community events % 6% 6% 6% 25% 24% 24% 24% 28% 29% 28% 29% 42% 41% 42% 41% 30% 30% 30% 30% 28% % 27% 32% 36% 32% 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) 2017 Quality of Life and Citizen Satisfaction Survey 6

7 Sustainability: Making a Life and Making a Living Completely Agree (10) Agree (9, 8 or 7) Neutral (6 or 5) Disagree (4, 3, 2 or 1) % Agree Late Fall % 61% 13% 5% 82% 81% % 62% 13% 5% 82% Calgary is a great place to make a life % 62% 12% 4% 84% % 60% 11% 4% 85% % 56% 9% 2 89% % 52% 22% 10% 68% 68% % 50% 23% 12% 65% Calgary is a great place to make a living % 59% 13% 7% 80% % 57% 9% 5% 86% % 55% 8% 2 90% 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) 2017 Quality of Life and Citizen Satisfaction Survey 7

8 Sustainability: Inclusivity and Direction for the Future Completely Agree (10) Agree (9, 8 or 7) Neutral (6 or 5) Disagree (4, 3, 2 or 1) % Agree Late Fall % 61% 15% 6% 79% 76% The City of Calgary municipal government fosters a city that is inclusive and accepting of all % 19% 60% 61% 14% 14% 5% 6% 81% 80% % 62% 14% 5% 81% % 62% 15% 3 82% % 52% 26% 12% 62% 58% Calgary is moving in the right direction to ensure a high quality of life for future generations % 10% 11% 56% 56% 60% 22% 23% 20% 12% 11% 9% 66% 66% 71% % 64% 17% 5% 78% 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) 2017 Quality of Life and Citizen Satisfaction Survey 8

9 Calgary: On the Right Track to Being a Better City? Strongly agree Somewhat agree 28% 30% 33% 35% 41% 57% 57% 54% 54% 50% Agree: 84%* Agree 2017: 84% 2016: 86% 2015: 88% 2014: 89% 2013: 90% 2012: 89% 2011: 86% Late Fall % Somewhat disagree Strongly disagree 11% 9% 8% 8% 8% 5% 4% 4% 3% 2% 2017 (n=2,489) 2016 (n=2,485) 2015 (n=2,442) 2014 (n=2,433) 2013 (n=1,000) *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 2017 Quality of Life and Citizen Satisfaction Survey 9

10 Tracking Perceived Safety in Own Neighbourhood Safe Unsafe 79% 77% 74% 70% 78% 77% 81% 83% 85% 84% 83% 84% 81% 21% 23% 26% 30% 22% 23% 19% 17% 15% 16% 17% 16% 19% 2005 (n=998) 2006 (n=998) 2007 (n=999) 2008 (n=998) 2009 (n=999) 2010 (n=993) 2011 (n=1,000) 2012 (n=999) 2013 (n=998) (n=2,446)(n=2,450)(n=2,494)(n=2,495) How safe do you feel or would you feel walking alone in your neighbourhood after dark? Base: Valid respondents 2017 Quality of Life and Citizen Satisfaction Survey 10

11 Economic Perceptions 2017 Quality of Life and Citizen Satisfaction Survey 11

12 Current Economic Situation (Citizens) Very good Somewhat good Somewhat bad Very bad Good Bad Jul7 12% 61% 21% 5% 73% 27%* Canada Apr7 Jan7 7% 8% 50% 46% 31% 36% 10% 10% 57% 53%* 41% 46% Aug6 8% 46% 36% 9% 53% 46% Nov5 3 42% 44% 10% 45% 54% Jul7 6% 48% 33% 11% 55%* 44% Apr7 3 31% 44% 21% 34% 65% Calgary Jan7 3 26% 44% 27% 29% 71% Aug6 5% 26% 43% 26% 30% 69% Nov5 6% 32% 44% 16% 38% 61% Jul7 8% 40% 38% 14% 48% 51%* Apr7 2 25% 45% 27% 28%* 71%* Alberta Jan7 Aug6 3 4% 20% 18% 45% 44% 31% 32% 23% 22% 76% 77% Nov5 5% 26% 43% 24% 31% 68% How would you describe the current economic situation in? Base: All respondents (n=500) Statistically higher than Apr 17 Statistically lower than Apr 17 *Rounding 2017 Quality of Life and Citizen Satisfaction Survey 12

13 Current Economic Situation (Businesses) How would you rate the current economic situation in 31% 29% 8% 40% 45% 49% 47% 22% 20% 1% 1% 4% Calgary Alberta Canada Very good Somewhat good Somewhat bad Very bad Don't know Base: All respondents n= Quality of Life and Citizen Satisfaction Survey 13

14 Good or Bad Time for The City to Invest in New Projects (Citizens) Very good time Somewhat good time 39% 42% Good time: Jul 2017: 81% Apr 2017: 77% Jan 2017: 74% Aug 2016: 76% Nov 2015: 75% Somewhat bad time Very bad time 5% 13% Bad time: Jul 2017: 18% Apr 2017: 22% Jan 2017: 25% Aug 2016: 24% Nov 2015: 24% Don't know 1% Generally speaking, do you think that it is a good or a bad time for The City of Calgary to be investing in new projects like roads, public transportation, and local facilities? Base: All respondents (n=500) 2017 Quality of Life and Citizen Satisfaction Survey 14

15 Good or Bad Time for The City to Invest in New Projects (Businesses) To what degree do you think that now is a good time or a bad time for The City of Calgary to be investing in new projects like roads, public transportation, and local facilities? 18% 5% 2% 31% 44% Good time: 75% Very good time Somewhat good time Somewhat bad time Very bad time Don't know Base: All respondents n= Quality of Life and Citizen Satisfaction Survey 15

16 Context Regarding City Investment in New Projects 2017 Quality of Life and Citizen Satisfaction Survey 16

17 Issue Agenda 2017 Quality of Life and Citizen Satisfaction Survey 17

18 Issue Agenda Multiple Responses First Mention Other Mentions Change Infrastructure, Traffic & Roads (NET) 26% 9% 35% Traffic congestion 7% 3 10% Infrastructure maintenance/ improvement/ development 4% 5% Road conditions 4% 3 7% 2 (Lack of) snow removal 3 4% +1 Transit (NET) 13% 6% 19% 2 Public Transportation [incl. buses/ Ctrain/ poor service] 8% 3 11% Transportation (unspecified) 4% 3 7% Crime, Safety & Policing (NET) 9% 4% 13% 2 Crime [incl. breaking and entering/ gangs/ drug dealers,etc.] 5% 7% Public safety 4% 6% Taxes (NET) 6% 8% Recreation (NET) 4% 3 7% 2 Environment & Waste Management (NET) 4% 3 7% +1 Economy (NET) 4% 6% 3 Budget & Spending (NET) 4% 6% +2 Total mentions <4% Education (NET) 4% 6% are not shown Homelessness, Poverty & Affordable Housing (NET) 3 5% +1 Growth & Planning (NET) 3 4% Note: A NET is a combination of 2 or more mentions that cover a Other 25% specific theme None 15% 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=2,441) 2017 Quality of Life and Citizen Satisfaction Survey 18

19 Tracking Most Important Issue Facing Calgary First Mention Only Infrastructure, Traffic & Roads Transit Crime, Safety & Policing Economy 36% 34% 35% 28% 26% 29% 25% 26% 29% 27% 26% 25% 26% 12% 15% 15% 13% 20% 21% 11% 17% 16% 16% 15% 12% 19% 11% 18% 13% 18% 16% 14% 14% 8% 8% 8% 10% 13% 9% 0% 0% 0% 2% 1% 0% 0% 0% 0% 2% 7% 4% (n=926) 2007 (n=924) 2008 (n=953) 2009 (n=919) 2010 (n=900) 2011 (n=908) 2012 (n=896) 2013 (n=878) 2014 (n=2,176) 2015 (n=2,395) 2016 (n=2,449) 2017 (n=2,431) 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? Base: Valid respondents 2017 Quality of Life and Citizen Satisfaction Survey 19

20 City Programs and Services 2017 Quality of Life and Citizen Satisfaction Survey 20

21 Overall Satisfaction with the Level and Quality of City Services and Programs Very satisfied % 8% 10% 10% 7% 32% 29% Satisfied: 79% Satisfied 2017: 79% 2016: 79% 2015: 80% 2014: 79% 2013: 84% 2012: 81% 2011: 75% 2010: 71% 2009: 68% 2008: 64% 2007: 64% 2006: 68% Late Fall % 3 2 1% 0% Not Satisfied: 4% Not at all satisfied 1 1% 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=2,486) 2017 Quality of Life and Citizen Satisfaction Survey 21

22 Importance of City Programs and Services Very important % Important Somewhat important Change % 3% 100% Calgary Fire Department 96% 4% 100% Calgary Police Service 94% 6% 100% +1 The quality of drinking water 95% 4% 99% Residential garbage collection service 84% 14% 98% City operated roads and infrastructure 82% 16% 98% Road maintenance including pothole repairs 74% 24% 98% Snow removal 78% 19% 97% Traffic flow management 78% 19% 97% Transportation planning 77% 20% 97% Calgary's parks, playgrounds and other open spaces 75% 22% 97% Disaster planning and response 73% 24% 97% +1 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) 2017 Quality of Life and Citizen Satisfaction Survey 22

23 Importance of City Programs and Services (continued) Very important % Important Somewhat important Change Social services for individuals such as seniors or youth Calgary Transit including bus and CTrain service 77% 78% 19% 16% 96% 94% Affordable housing for lowincome families 67% 27% 94% Residential Blue Cart recycling 66% 27% 93% City growth management 58% 34% 92% City land use planning 55% 37% 92% +1 City operated recreation FACILITIES such as pools, leisure centres, and golf courses 55% 37% 92% +1 Property tax assessment 60% 32% 92% 2 Calgary's pathway system 57% 35% 92% Spring road cleaning 50% 42% 92% 311 service 54% 36% 90% 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) 2017 Quality of Life and Citizen Satisfaction Survey 23

24 Importance of City Programs and Services (continued) Very important % Important Somewhat important Change Development and building inspections and permits 55% 34% 89% Protection from river flooding 62% 25% 87% Community services such as support for community associations & not for profit groups City operated recreation PROGRAMS such as swimming lessons 41% 52% 46% 33% 87% 85% Business licenses and inspections 47% 38% 85% Bylaw services for things such as noise complaints, fire pits and weeds Animal control services for stray animals and pet licensing 40% 40% 44% 42% 84% 82% +3 Support for arts and culture including festivals 38% 42% 80% City of Calgary website 36% 41% 77% +1 Downtown revitalization 33% 44% 77% +2 Onstreet bikeways 25% 30% 55% 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) 2017 Quality of Life and Citizen Satisfaction Survey 24

25 Satisfaction with City Programs and Services Very satisfied % Satisfied Somewhat satisfied Change Calgary Fire Department 85% 15% 100% % 20% 98% The quality of drinking water 71% 23% 94% Calgary's parks, playgrounds and other open spaces 52% 42% 94% Calgary's pathway system 50% 44% 94% Disaster planning and response 44% 50% 94% Residential Blue Cart recycling 64% 29% 93% 311 service 53% 40% 93% City operated recreation FACILITIES such as pools, leisure centres, and golf courses 41% 52% 93% Spring road cleaning 46% 46% 92% 2 City operated recreation PROGRAMS such as swimming lessons Community services such as support for community associations & not for profit groups 38% 26% 54% 66% 92% 92% 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) 2017 Quality of Life and Citizen Satisfaction Survey 25

26 Satisfaction with City Programs and Services (continued) Very satisfied % Satisfied Somewhat satisfied Change Residential garbage collection service 63% 28% 91% 5 Calgary Police Service 55% 36% 91% 3 Animal control services for stray animals and pet licensing 41% 50% 91% 2 Business licenses and inspections 29% 62% 91% Protection from river flooding 38% 51% 89% Development and building inspections and permits 27% 62% 89% City of Calgary website 33% 55% 88% Social services for individuals such as seniors or youth 23% 64% 87% Downtown revitalization 21% 65% 86% 2 City operated roads and infrastructure 24% 61% 85% Bylaw services for things such as noise complaints, fire pits and weeds 30% 54% 84% 3 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) 2017 Quality of Life and Citizen Satisfaction Survey 26

27 Satisfaction with City Programs and Services (continued) Very satisfied % Satisfied Somewhat satisfied Change City land use planning 19% 64% 83% Support for arts and culture including festivals 32% 51% 83% 6 Calgary Transit including bus and CTrain service 31% 51% 82% Transportation planning 20% 60% 80% +2 City growth management 18% 62% 80% Property tax assessment 21% 58% 79% +6 Snow removal 28% 47% 75% 4 Road maintenance including pothole repairs 22% 51% 73% 5 Affordable housing for lowincome families 13% 59% 72% +2 Traffic flow management 15% 53% 68% Onstreet bikeways 19% 45% 64% 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) 2017 Quality of Life and Citizen Satisfaction Survey 27

28 Investment in City Programs and Services Invest More More Same Less Change Affordable housing for lowincome families 64% 31% 5% Calgary Transit including bus and CTrain service Social services for individuals such as seniors or youth 61% 60% 36% 37% 3% 3% 2 +2 Traffic flow management 59% 37% 4% +1 Road maintenance including pothole repairs 55% 43% 2% +3 Calgary Police Service 55% 42% 3% +3 Transportation planning 54% 43% 3% 2 Snow removal 52% 45% 3% +3 City operated roads and infrastructure 50% 47% 3% Calgary's parks, playgrounds and other open spaces 39% 58% 3% +3 Calgary Fire Department 38% 61% 1% +1 Protection from river flooding 37% 54% 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) 2017 Quality of Life and Citizen Satisfaction Survey 28

29 Investment in City Programs and Services (continued) Invest More More Same Less Change City operated recreation FACILITIES such as pools, leisure centres, and golf courses 36% 57% 7% 9 35% 64% 1% City growth management 34% 55% 11% 2 The quality of drinking water 32% 67% 1% +1 Disaster planning and response 32% 64% 4% Community services such as support for community associations & not for profit groups City operated recreation PROGRAMS such as swimming lessons 30% 28% 59% 65% 11% 7% +1 2 Calgary's pathway system 27% 65% 8% Downtown revitalization 26% 56% 18% +2 City land use planning 25% 67% 8% 3 Spring road cleaning 23% 71% 6% +3 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) 2017 Quality of Life and Citizen Satisfaction Survey 29

30 Investment in City Programs and Services (continued) Invest More More Same Less Change Bylaw services for things such as noise complaints, fire pits and weeds 23% 63% 14% +4 Support for arts and culture including festivals 23% 55% 22% 2 Development and building inspections and permits 22% 71% 7% Business licenses and inspections 20% 70% 10% +2 Onstreet bikeways 19% 37% 44% Animal control services for stray animals and pet licensing 18% 71% 11% +3 Residential garbage collection service 17% 76% 7% +2 City of Calgary website 17% 70% 13% service 16% 76% 8% Property tax assessment 15% 70% 15% 2 Residential Blue Cart recycling 13% 76% 11% 6 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) 2017 Quality of Life and Citizen Satisfaction Survey 30

31 Importance Importance vs. Satisfaction Grid Traffic Flow Management 91% Road Maintenance Snow Removal Affordable Housing Primary Weakness Property Tax Assessment Calgary Transit Roads and Infrastructure Transportation Planning City Land Use Growth Planning Management Bylaw Services Residential Garbage Collection Social Services Protection from River Flooding Police Service Spring Road Cleaning Business Licenses & Inspection Primary Strength 9 Quality of Drinking Water Recreation Facilities 311 Service Development and Building Inspections & Permits Parks, Playgrounds & Open Spaces and Disaster Planning & Response Fire Department Blue Cart Recycling Calgary's Pathway System Community Services Recreation Programs Support for Arts & Culture Animal Control Services City of Calgary Website Downtown Revitalization 75% Secondary Weakness Secondary Strength 65% 86% Please note Onstreet bikeways is plotted at (64% satisfaction,55% importance) and not illustrated on this graph. Satisfaction 2017 Quality of Life and Citizen Satisfaction Survey 31

32 Environmental Performance 2017 Quality of Life and Citizen Satisfaction Survey 32

33 Tracking Perceptions About Overall State of Calgary s Environment 92% 9% 88% 12% 85% 15% 88% 12% 90% 10% 92% 93% 93% Good Poor 8% 7% 7% 95% 5% 97% 3% 94% 6% 97% Very Good 2017: 43% 2016: 48% 2015: 41% 2014: 41% 2013: 41% 2012: 35% 2011: 31% 2010: 29% 2009: 23% 2008: 24% 3% 94% 6% 2005 (n=998) 2006 (n=998) 2007 (n=999) 2008 (n=998) 2009 (n=998) 2010 (n=999) 2011 (n=996) 2012 (n=999) 2013 (n=1,001) 2014 (n=2,449) 2015 (n=2,448) 2016 (n=2,498) 2017 (n=2,492) 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 2017 Quality of Life and Citizen Satisfaction Survey 33

34 Satisfaction with The City s Environmental Programs and Services Very satisfied Somewhat satisfied Not very satisfied Not at all satisfied 3% 2% 2% 2% 2% 8% 11% 12% 11% 12% 35% 28% 25% 27% 27% 2017 (n=2,478) 2016 (n=2,472) 2015 (n=2,429) 2014 (n=2,405) 2013 (n=991) 54% 58% 61% 61% 60% Satisfied: 89% Satisfied 2017: 89% 2016: 86% 2015: 85% 2014: 87% 2013: 86% 2012: 83% 2011: 80% 2010: 78% 2009: 80% 2008: 61% 2007: 63% 2006: 68% How satisfied are you with The City of Calgary's programs and services aimed at helping Calgarians reduce their environmental impact? Base: Valid respondents 2017 Quality of Life and Citizen Satisfaction Survey 34

35 Taxation 2017 Quality of Life and Citizen Satisfaction Survey 35

36 Knowledge Levels of Tax Dollar Spending Very knowledgeable Somewhat knowledgeable Not very knowledgeable Not at all knowledgeable 9% 8% 9% 10% 9% 10% 10% 9% 9% 7% 31% 32% 34% 30% 31% 51% 49% 48% 52% 53% 2017 (n=2,494) 2016 (n=2,494) 2015 (n=2,442) 2014 (n=2,440) 2013 (n=999) Knowledgeable: 59%* Knowledgeable 2017: 59% 2016: 57% 2015: 57% 2014: 61% 2013: 62% 2012: 60% 2011: 59% 2010: 60% 2009: 63% 2008: 59% 2007: 60% 2006: 61% *Rounding 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 2017 Quality of Life and Citizen Satisfaction Survey 36

37 Tracking Perceived Value of Property Taxes Good Value Neutral Poor Value Late Fall 2017 Good value 55% Neutral 29% Poor value 16% 60% 53% 53% 50% 49% 51% 58% 62% 65% 65% 64% 63% 60% 31% 37% 36% 36% 34% 36% 34% 29% 27% 27% 27% 27% 29% 10% 11% 11% 14% 17% 13% 9% 8% 9% 8% 9% 10% 11% 2005 (n=974) 2006 (n=969) 2007 (n=975) 2008 (n=976) 2009 (n=980) 2010 (n=986) 2011 (n=979) 2012 (n=978) 2013 (n=988) (n=2,417) (n=2,414) (n=2,466) (n=2,467) 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 2017 Quality of Life and Citizen Satisfaction Survey 37

38 Balancing Taxation and Service Delivery Levels Increase taxes to expand services 21% Increase taxes to maintain services at current levels 28% Increase Taxes: 50%* Late Fall % Cut services to maintain current tax level 29% Cut Services: 45%* Late Fall % Cut services to reduce taxes 17% None 5% *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=2,459) 2017 Quality of Life and Citizen Satisfaction Survey 38

39 Tracking Balancing Taxation and Service Delivery Levels: Increase Taxes versus Cut Services 60% 64% 65% 62% Increase taxes to maintain or expand services Cut services to maintain or reduce taxes 61% 59% 59% 60% 59% Late Fall 2017 Increase taxes 44% Cut services 48% 55% 48% 49% 50% 46% 45% 30% 27% 27% 31% 40% 37% 32% 34% 35% 33% 36% 2005 (n=975) 2006 (n=972) 2007 (n=962) 2008 (n=980) 2009 (n=967) 2010 (n=979) 2011 (n=981) 2012 (n=966) 2013 (n=986) (n=2,404) (n=2,406) (n=2,457) (n=2,459) 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 2017 Quality of Life and Citizen Satisfaction Survey 39

40 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 50% Strongly agree 12% Agree: 92% Agree: 60%* Somewhat agree 42% Somewhat agree 49% Somewhat disagree 6% Agree 2017: 92% 2016: 93% 2015: 93% 2014: 93% Somewhat disagree 25% Agree 2017: 60% 2016: 63% 2015: 65% 2014: 67% Late Fall % Strongly disagree 2% Strongly disagree 14% *Rounding Please indicate if you strongly agree, somewhat agree, somewhat disagree or strongly disagree with each of the following statements. Base: Valid respondents (n=2,488 / n=2,464) 2017 Quality of Life and Citizen Satisfaction Survey 40

41 Contact with The City 2017 Quality of Life and Citizen Satisfaction Survey 41

42 Tracking Past 12 Months Contact with The City of Calgary % Yes 60% 63% 65% 69% 67% 67% 68% 66% 61% 69% 65% 66% 66% 2005 (n=998) 2006 (n=998) 2007 (n=999) 2008 (n=998) 2009 (n=992) 2010 (n=997) 2011 (n=998) 2012 (n=998) 2013 (n=998) 2014 (n=2,444) 2015 (n=2,447) 2016 (n=2,486) 2017 (n=2,494) Have you contacted or dealt with The City of Calgary or one of its employees in the last twelve months? Base: Valid respondents 2017 Quality of Life and Citizen Satisfaction Survey 42

43 Satisfaction with the Overall Level and Quality of Customer Service Very satisfied 10 22% % 25% Satisfied: 78% Satisfied 2017: 78% 2016: 80% 2015: 80% 2014: 78% 7 16% 6 7% 5 5% 4 3% 3 2 2% 2% Not satisfied: 10% Not at all satisfied 1 3% 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=1,649) 2017 Quality of Life and Citizen Satisfaction Survey 43

44 Tracking Type of Contact Calling 311 Phoning The City at another number By Internet (City website, mobile app) Visiting a City office or facility 52% 49% 43% 56% 57% 59% 65% 55% 46% 53% 54% 16% 18% 15% 2005 (n=484) 39% 29% 28% 23% 20% 20% 20% 17% 15% 18% 15% 16% 17% 15% 16% 13% 13% 14% 13% 13% 12% 10% 12% 11% 13% 7% 11% 11% 9% 8% 9% 9% 9% 10% 10% 7% 8% 6% 2006 (n=547) 2007 (n=553) 2008 (n=599) 2009 (n=572) 2010 (n=571) 2011 (n=577) 2012 (n=575) 2013 (n=552) 2014 (n=1,687) 2015 (n=1,597) 2016 (n=1,080) 2017 (n=1,084) When you contacted The City was it? Base: 2017 and 2016: Valid respondents who contacted The City of Calgary in the last twelve months / 2006 to 2015: Valid respondents who contacted or dealt with The City of Calgary in the last twelve months 2017 Quality of Life and Citizen Satisfaction Survey 44

45 Satisfaction with Most Recent City Contact Very satisfied Somewhat satisfied Not very satisfied 9% 8% 8% 9% 8% 25% 27% 29% 30% 25% 2017 (n=1,085) 2016 (n=1,081) 2015 (n=1,602) 60% 59% 56% 55% 59% Satisfied: 84%* Satisfied 2017: 84% 2016: 86% 2015: 85% 2014: 85% 2013: 83% 2012: 84% 2011: 83% 2010: 81% 2009: 78% 2008: 81% 2007: 80% 2006: 81% Not at all satisfied 7% 7% 7% 6% 8% 2014 (n=1,702) 2013 (n=616) How satisfied were you with your most recent contact with The City? Base: 2017 and 2016: Valid respondents who contacted The City of Calgary in the last twelve months / 2006 to 2015: Valid respondents who contacted or dealt with The City of Calgary in the last twelve months *Rounding 2017 Quality of Life and Citizen Satisfaction Survey 45

46 Tracking Attitudes Regarding City Service Delivery and Transparency % Agree City staff are courteous, helpful, and knowledgeable 92% 94% 93% 93% 93% Late Fall % The quality of customer service from the city is consistently high 84% 87% 85% 86% 85% Late Fall % The City of Calgary makes customer service a priority The City of Calgary practices open and accessible government 1 Prior to 2015: The City of Calgary makes customer service an important priority 82% 85% 84% 87% 87% 79% 83% 85% 84% 86% Late Fall % 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) 2017 Quality of Life and Citizen Satisfaction Survey 46

47 Tracking Attitudes Regarding City Service Delivery and Transparency (continued) % Agree City staff are easy to get a hold of when I need them 77% 81% 78% 79% 82% Late Fall % The City responds quickly to requests and concerns 77% 79% 78% 79% 80% Late Fall % The City uses input from Calgarians in decisionmaking about City projects and services Not asked prior to % 74% 75% Late Fall % The City allows citizens to have meaningful input into decisionmaking Not asked prior to % 69% 72% Late Fall % 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) 2017 Quality of Life and Citizen Satisfaction Survey 47

48 City Communications 2017 Quality of Life and Citizen Satisfaction Survey 48

49 The Amount of Information Received Just the right amount Too little Too much Late Fall 2017 Just the right amount 50% Too little 48% Too much 2% 64% 61% 62% 59% 56% 57% 65% 65% 69% 57% 55% 54% 51% 32% 36% 36% 37% 40% 39% 33% 33% 30% 41% 43% 44% 47% 4% 3% 3% 3% 4% 3% 2% 2% 1% 2% 2% 2% 2% 2005 (n=995) 2006 (n=987) 2007 (n=990) 2008 (n=991) 2009 (n=985) 2010 (n=986) 2011 (n=992) 2012 (n=985) 2013 (n=990) 2014 (n=2,431) 2015 (n=2,440) 2016 (n=2,487) 2017 (n=2,474) In your opinion, do you currently receive too much, too little, or just the right amount of information from The City? Base: Valid respondents 2017 Quality of Life and Citizen Satisfaction Survey 49

50 Multiple Responses Note: A NET is a combination of 2 or more mentions that cover a specific theme Top Areas for Information from The City Budget & Spending (Net) 36% +4 Taxes/ government spending 33% +5 Infrastructure, Traffic & Roads (Net) 32% +6 Roads 13% +4 Construction 6% +4 Infrastructure (unspecified) 5% Planning & Development (Net) 16% 3 Planning/ future growth 9% 2 Land use planning/ development 4% 2 Taxation (Net) 16% 2 Taxes/ taxation (unspecified) 10% Property taxes 5% Transit (Net) 15% +1 Transit 7% +1 Transportation (unspecified) 7% Government (Net) 12% +6 Recreation (Net) 9% Recreation/ leisure centres/ programs 7% +1 Community & Social Services (Net) 9% +3 City Services (Net) 8% Total mentions <3% Crime, Safety & Policing (Net) are not shown 8% +1 Media (Net) 6% +1 Environment & Waste Management (Net) 5% +2 City/ public art displays 5% +5 What are the top three areas where you would like The City to provide more information? Base: Valid respondents who say they receive too little or just the right amount of information from The City (n=2,172) Change Quality of Life and Citizen Satisfaction Survey 50

51 Satisfaction with the Overall Quality of City Information and Communications Very satisfied Somewhat satisfied 18% 20% 22% 24% 30% 65% 66% 60% 59% 57% Satisfied: 84%* Satisfied 2017: 84% 2016: 85% 2015: 82% 2014: 83% 2013: 87% 2012: 84% 2011: 83% 2010: 75% 2009: 76% Late Fall % Not very satisfied Not at all satisfied 3% 2% 2% 2% 2% 13% 12% 15% 15% 11% 2017 (n=2,482) 2016 (n=2,489) 2015 (n=2,441) 2014 (n=2,437) 2013 (n=999) *Rounding And how satisfied are you with the overall quality of City information and communications? Base: Valid respondents 2017 Quality of Life and Citizen Satisfaction Survey 51

52 City Trust & Reputation 2017 Quality of Life and Citizen Satisfaction Survey 52

53 Ipsos Reputation Model REPUTATION A GLOBAL MODEL REPUTATION A GLOBAL MODEL 2017 Quality of Life and Citizen Satisfaction Survey 53

54 Familiarity Late Fall 2017 Very well 27% Somewhat well 54% Familiar: 94% Just a little 16% Heard of, but know almost nothing 2% Never heard of it 1% Taking into account all the ways you have learned about or had contact with THE CITY OF CALGARY, how well do you feel you know THE CITY? Base: Valid respondents (n=1,500) 2017 Quality of Life and Citizen Satisfaction Survey 54

55 Favourability Late Fall 2017 Very favorable 20% Favourable: 64%* Mainly favorable 45% Neutral 28% Mainly unfavourable 6% Unfavourable: 8%* Very unfavourable 2% *Rounding Taking into account all of the things which you think are important, how favorable or unfavourable is your overall opinion or impression of The City of Calgary? Base: Valid respondents (n=1,500) 2017 Quality of Life and Citizen Satisfaction Survey 55

56 Trust Late Fall 2017 Trust a great deal 28% Trust: 62% Trust a little 34% Neutral 23% Distrust a little 11% Distrust: 15% Distrust a great deal 4% Again, taking into account all of the things which you think are important, how much do you trust or distrust The City of Calgary? Base: Valid respondents (n=1,500) 2017 Quality of Life and Citizen Satisfaction Survey 56

57 Advocacy Late Fall 2017 Speak highly without being asked Speak highly if someone asked me 7% 26% Advocates: 33% Neutral opinion seeing both positive and negatives 42% Critical if someone asked me 10% Critics: 13% Critical without being asked 3% Don't know enough to have a strong opinion 12% Again, taking into account all of the things which you think are important, how much do you trust or distrust The City of Calgary? Base: Valid respondents (n=1,500) 2017 Quality of Life and Citizen Satisfaction Survey 57

58 Perceptions About City Performance Late Fall % Very satisfied 11% 16% 64% Satisfied: Admin and Council 77% Council Only 69% Administration Only 81% Somewhat satisfied 58% 65% Somewhat dissatisfied 15% 19% 22% Very dissatisfied 4% 10% Administration & Council Council Only 4% Administration Only Taking everything into account, how satisfied or dissatisfied are you with the way The City of Calgary including Council and City Administration as a whole is going about running our City? Are you...? Base: Valid respondents 2017 Quality of Life and Citizen Satisfaction Survey 58

59 2017 Highlights 2017 Quality of Life and Citizen Satisfaction Survey 59

60 2017 Highlights Perceptions about the quality of life in Calgary remain strong, and declining quality of life metrics have now stabilized. Infrastructure, traffic and roads remains in the top position on the 2017 issue agenda, while transit continues to hold second place, and crime, safety and policing remains third. Overall satisfaction with the level and quality of City services and programs is strong, although statistically significant decreases are observed for a number of specific services. Affordable housing, transportation related services, social services, and the Calgary Police Service surface as the top areas where the public would like to see increased investment. The perceived value of property tax dollars continues a downward trend this year, and Calgarians remain split in their preference for tax increases versus service cuts. The City of Calgary continues to perform well on the environmental front and sees a gain with regard to environmental programs and services. Overall perceptions about The City s customer service delivery holds strong, although perceptions of specific aspects of service delivery, transparency, and citizen input, are less positive than in Overall satisfaction with City communications remains strong, although more Calgarians close to onehalf say they receive too little information from The City Quality of Life and Citizen Satisfaction Survey 60

61 Contact Jamie Duncan Vice President Ipsos Public Affairs Sheela Das Director Ipsos Public Affairs Quality of Life and Citizen Satisfaction Survey 61