2017 Citizen Satisfaction Survey Final Report Survey conducted for the City of Colwood by: D ISCOVERY R ESEARCH
Purpose • Apply scientific methods to public consultation. • Hear from a broad range of citizens rather than a vocal minority. • Understand citizens’ needs, concerns & priorities. • Identify areas for improvement. • Inform strategic plans, financial plans, and departmental work plans. • Provide a benchmark against which to measure the City’s progress over time. 2
Methodology • Randomized Telephone Survey conducted by Discovery Research • The number of people surveyed was 400 • 18+ years and lived within City of Colwood • Statistics accurate within ±4.9%, at the 95% confidence interval (19 times out of 20) • Online survey available on Colwood.ca – 79 online surveys completed 3
Weighting Population Unweighted Weighted Age from 2011 Sample Sample Census 18-44 46% 24% 46% 45-64 38% 51% 38% 65+ 17% 25% 17% 4 3
Key Findings Quality of life in Colwood rates exceptionally high at 8 out of 10. • Colwood rated higher as a place to raise children and a place to retire, and • slightly lower as a place for young adults to live, learn, work and play. Most respondents (73%) feel quality of life has improved or stayed the same • compared to 5 years ago. What people value most about Colwood is its location, proximity to the ocean, • access to nature and outdoor recreation, and peacefulness of the community. Traffic ranks highest as an issue facing Colwood, followed by Development and • Urban Planning. Service ratings for knowledge, fairness, and response time are high, but were • slightly lower than the previous survey. Areas of excellence include fire service, City trails, parks & playgrounds, winter • road maintenance and the yard waste program. The lowest rated City service is sidewalks. Other services showing room for • improvement included land use planning and diverse and affordable housing. 4
Quality of life in Colwood (light blue shows 2015 results) 2015 2017 Colwood as a place to raise children 8.1 Overall quality of life in Colwood 8.0 Colwood as a place to retire 7.9 Colwood as a place for young adults to learn, work, play and live 6.7 1 2 3 4 5 6 7 8 9 10 6
Compared to 5 years ago, how do you feel quality of life in Colwood has changed? BETTER: WORSE: Improvements to Traffic congestion, Not sure, 5% schools, parks, construction, rapid roads, trails, more growth, too much development. development. Worse, 22% Better , 28% No change, 45% 7
What is your favourite thing about living in Colwood Convenient location 17% Close to ocean, lagoon 16% Beautiful, the view, scenic, natural, nature 14% Quiet, peaceful 13% Access to outdoor recreation 11% Size of community 8% Community spirit 4% Climate, weather, clean air, clean water 3% Safe community 2% Other 2% Relaxed lifestyle 2% Outside of Victoria 2% Friendly people 2% Great place to raise a family 2% Not sure 1% Housing availability, affordability 0% 0% 2% 4% 6% 8% 10% 12% 14% 16% 18% 8
What is the single most important issue facing Colwood? Transportation, Traffic Flow 29% Development, Urban Planning 14% Not sure 10% Too many unfinished projects 9% Infrastructure 9% Other 5% Shops, services and amenities 4% Municipal tax rates 4% Sewer system 4% None 3% Economy, Jobs 3% Protection of the natural environment 2% Colwood Corner 1% Growth 1% Affordable housing 1% Sidewalks 1% Safety of Citizens, Crime 1% Road conditions 1% Active transportation, pedestrian and cycling… 0% 0% 5% 10% 15% 20% 25% 30% 35% 9 8
How important are the following issues? 2015 2017 Transportation and traffic flow 9.2 Protecting the natural environment 8.9 Citizen engagement 8.3 Economic development 8.2 New development and land use planning 8.2 Investment in City infrastructure, beautification and public realm 8.2 6.5 7 7.5 8 8.5 9 9.5 10
Overall Satisfaction with City of Colwood 2015 2017 In general, I believe the City of Colwood is doing a good job. 6.7 I receive good value for the municipal taxes I pay 6.2 The City of Colwood listens to citizens and encourages their involvement in council decision making 6.2 1 2 3 4 5 6 7 8 9 10 11
Satisfaction with Services Satisfaction with Recreation and Leisure Services (light blue shows 2015 results) 2015 2017 City trails 7.9 City playgrounds 7.7 City parks 7.7 City beautification, boulevards and gardens 6.6 Public washrooms 6 1 2 3 4 5 6 7 8 9 10 12
Satisfaction with Recreation and Leisure Services by age group 18-44 45-64 65+ 8.3 City trails 7.6 7.7 8.2 City playgrounds 7.1 7.4 8.1 City parks 7.5 7.3 1 2 3 4 5 6 7 8 9 10 13
Satisfaction with Community Safety Services (light blue shows 2015 results) 2015 2017 Fire services 8.9 Policing services 7.9 Bylaw services 6.7 1 2 3 4 5 6 7 8 9 10 14
Satisfaction with Roads & Transportation Services (light blue shows 2015 results) 2015 2017 Snow and ice removal from roads 7.8 Safe routes to schools 6.9 Road maintenance and repair 6.9 Street lighting 6.8 Bicycle paths 6.5 Public transit* 6.3 City sidewalks 5.8 1 2 3 4 5 6 7 8 9 10 15
Satisfaction with City Services (light blue shows 2015 results) 2015 2017 Yard waste drop off service 8.2 Residential spring clean-up service 7.7 Citizen engagement 6.3 Land use planning 5.9 Economic development 5.9 1 2 3 4 5 6 7 8 9 10 16
Satisfaction with Community Amenities (light blue shows 2015 results) 2015 2017 Community, cultural and recreational events 6.9 Quality of new developments 6.5 Health and social services 6.4 Availability of shops, services and employment 6.4 Design of streets, public spaces and boulevards 6.4 Diverse and affordable housing options 5.1 1 2 3 4 5 6 7 8 9 10 17
City Staff Have you had contact with City staff over the past 12 months in person, by phone, email or online? Yes, 30% No, 70% 18
During your most recent contact, what service were you seeking? Bylaw Services 25% General Information request 23% Finance, payment of taxes or utilities 19% Public Works-road repair, parks, branch… 15% Other 6% Sewer related inquiry 5% Building permit/inspection 3% Trees 3% Planning & development permits 1% 0% 5% 10% 15% 20% 25% 30% 19
How would you rate the level of service provided? 2015 2017 Friendliness 8.3 Treated you fairly 7.6 Level of knowledge and competency 7.3 Response time – quickness of service 7.1 1 2 3 4 5 6 7 8 9 10 20
How would you rate the level of service? 98% satisfied Friendliness 2% 29% 69% 90% satisfied Treated fairly 11% 32% 58% 88% satisfied Level of knowledge and competency 12% 33% 55% 81% satisfied Response time 19% 28% 53% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Not Satisfied Satisfied Very Satisfied 21
Official Community Plan Update Level of agreement with OCP Directions Increase transportation choice to ease traffic 9.3 congestion Make the waterfront accessible while protecting 9 sensitive areas Make walking, cycling and transit realistic options 8.8 Shape new development to fit the natural 8.6 environment rather than altering natural features Focus development in areas identified as city centres 8.4 such as Colwood Corners, Sooke Road and Royal Bay Make the waterfront a world class destination with a 7.5 seaside village at Royal Bay 0 1 2 3 4 5 6 7 8 9 10 22
Is your property connected to sewers? Not sure, 4% Would you connect to sewers Yes, 39% if it was an option? Not sure, 3% No, 57% Yes, 35% Depends on cost, 43% No, 19% 23
Communications Hearing about what's going on in the City 2015 2017 Local newspaper 31% Check the City website at www.Colwood.ca 29% City newsletters 25% Online news, social media 21% Subscribe for email updates from the City 11% Word of mouth from neighbours and friends 9% TV 7% Radio 6% City of Colwood twitter or facebook 6% Mail 4% Don't learn about government issues 3% In person at meetings, bulletin boards 2% Not sure 1% 0% 10% 20% 30% 40% 50% 60% 24
About You Which age group do you fall into? 2017 2015 40% 34% 35% 30% 26% 23% 25% 22% 20% 16% 14% 13% 13% 15% 12% 10% 10% 7% 5% 4% 5% 1% 0% 18-24 years 25-34 35-44 45-54 55-64 65-74 75 years or older 25
Do you own or rent your place of residence? Rent, 9% Refused, 2% Own, 89% 26
How long have you lived in Colwood? 1-10 years 34% 11-20 years 29% 21-30 years 19% 31+ years 18% 0% 5% 10% 15% 20% 25% 30% 35% 40% 27
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