Appendix B CC-01-20 City of Burlington Community Survey 2019 Final Report January 2020 MDB Insight Date: Presented by:
Research Objectives The purpose of the 2019 Community Survey was to: • Measure resident opinions about the City’s service delivery • Guide future actions and decisions of the City of Burlington • Monitor progress since the 2015 Community Survey • Learn opinions about transportation options in Burlington • Identify preferences regarding communications from and involvement with the City Burlington Community Survey 2019 2
Methodology The survey used the following methods • The survey was conducted using Computer Aided Telephone Interviews (CATI) • Respondents were randomly selected from the city’s population using a mix of landlines and cell phone numbers • Number were dialed between 5:00pm and 8:30pm, November 4th to December 10th • We reached a total of 757 completed interviews, each taking approximately 18 minutes • The margin of error was +/- 3.6% with a 95% confidence interval Burlington Community Survey 2019 3
Methodology Computer Assisted Telephone Interviewing • Survey questions are programmed into an online VOXCO environment • The program randomly selects the next dialing number from the full list of respondents • Interviewers are shown each question on their computer along with the possible response fields • Recorded responses are input directly into the database upon entry Burlington Community Survey 2019 4
Analysis of findings Burlington Community Survey 2019 5
Level of Overall Satisfaction 87% of respondents rated Burlington as an excellent/ very good place to live in 2019 Burlington as a Place to Live (n=757) 60% 50% 40% 2008 2011 2015 2019 30% Top 2 Box (Excellent/ Very good) 86% 87% 86% 87% 20% 10% Number of Responses 750 752 771 757 0% Very Poor Fair Good Very good Excellent 2008 2011 2015 2019 Overall Satisfaction 2% 11% 39% 48% .4% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Very Poor Fair Good Very good Excellent Burlington Community Survey 2019 6
Services and Taxes 93% of respondents are very or somewhat satisfied with overall quality of services How satisfied are you with the overall quality of services provided by the City of Burlington? 44% 48% 1% 6% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Very Dissatisfied Somewhat Dissatisfied Somewhat Satisfied Very Satisfied Which of the following options would you prefer the City to pursue? Satisfaction with overall 100% 79% quality of services 80% 60% Top 2 Box 2008 95% 40% 2011 95% 10% 20% 6% 5% 2015 89% 0% Maintain property tax increase Increase property taxes higher Increase property taxes below Reduce property taxes by 2019 93% at inflation (2.5%) to maintain than the rate of inflation to inflation by reducing service reducing service levels and/or service levels enhance service levels levels eliminating services n=757 Burlington Community Survey 2019 7
Top Issues for Residents Key themes identified in citizens’ responses As a resident of Burlington, what is the one issue you feel should receive the greatest attention from your Mayor and members of City Council? Issue Percent Issue Percent High rises/development in the 28% 3% Snow removal downtown area Traffic congestion/traffic lights Climate change/ environmental 27% 3% timing/transportation responsibility 6% 3% Schools/healthcare/senior citizens Affordable housing 6% 2% Property taxes Safety and tree removal 5% 2% Parks/paths/natural beauty Waterfront maintenance Burlington Community Survey 2019 8
Transit and Perceptions Recent transit usage was 16% among respondents, trip length and convenience were the most cited reasons for not using Burlington Transit What mode of transportation do you Which factors do you feel prevent you Have you used from using Burlington Transit? 1 typically use to get to work, school or Burlington Transit in the appointments? past 6 months? Not convenient 17% Car as driver 89% Takes too long 10% Burlington Transit 4% No direct route to my 9% 16% destination(s) Car as passenger 3% No bus stops close 6% GO 1% enough to my home/work Walk/run Infrequent service 1% 5% 84% Taxi/Uber .3% Too expensive 1% Bike .3% 0% 5% 10% 15% 20% No Yes *Residents also selected the ‘other’ category and listed reasons 0% 20% 40% 60% 80% 100% such as car ownership and mobility issues often as reasons. 1 This question allowed respondents to mention any number of factors (responses will not add up to 100%) n=757 Burlington Community Survey 2019 9
Satisfaction with City Services Individuals were highly satisfied with City services in Burlington Top 2 Box Fire services 2% 27% 71% 98% Parks, sports fields and trails 2% 32% 66% 98% Festivals and Events 2% 26% 71% 97% Maintenance of parks and green space 2% 37% 60% 97% Recreation facilities 2% 3% 38% 57% 95% Recreation programs 3% 4% 41% 53% 94% Surface water drainage 3% 8% 55% 34% 89% Animal Control Services 4% 8% 45% 43% 88% Tree health and pest management 4% 11% 45% 39% 84% By-law enforcement 5% 10% 50% 34% 84% Road (plowing, salting, sanding) 6% 12% 43% 39% 82% Leaf collection 8% 11% 40% 41% 80% Roadway and sidewalk maintenance 79% 6% 15% 47% 32% Sidewalk and walkways 6% 18% 43% 34% 77% Parking management 75% 9% 16% 44% 31% 73% Transit service 8% 19% 47% 26% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Very Dissatisfied Somewhat Dissatisfied Somewhat Satisfied Very satisfied n=757 Burlington Community Survey 2019 10
Satisfaction with City Staff and Council Respondents had very positive impressions of City staff and Council 50% Top 2 Box: Top 2 Box: 45% 47% 85% 75% Top 2 Box 40% 43% 2% 38% 96% 35% Service Burlington 50% 46% 1% 30% 32% 25% 3% 94% Customer Service 52% 41% 3% 20% 15% 10% 86% 13% Council Customer Relations 57% 29% 10% 4% 12% 5% 7% 7% 0% 20% 40% 60% 80% 100% 0% How satisfied were you with your most How satisfied were you with your most Very Dissatisfied Somewhat Dissatisfied recent experience/interaction with the City? recent experience/interaction with Council? Somewhat Satisfied Very satisfied Very Dissatisfied Somewhat Dissatisfied Somewhat Satisfied Very Satisfied n=565 n=89 Burlington Community Survey 2019 11
City Service Priority Areas Transit, parking, roads, and sidewalks all identified as priority areas Service Derived Importance Performance Priority Rank Sidewalk and walkways 8.3 77% 1 Parking management 7.6 75% 2 Roadway and sidewalk maintenance 8.7 79% 3 Transit service 6.4 73% 4 Leaf collection 8.4 80% 5 Road (plowing, salting, sanding) 8.1 82% 6 Tree health and pest management 8.0 84% 7 By-law enforcement 7.3 84% 8 Council Customer Relations 7.1 86% 9 Surface water drainage 8.0 89% 10 Animal Control Services 6.9 88% 11 Recreation programs 7.2 94% 12 Customer Service 7.1 94% 13 Recreation facilities 7.7 95% 14 Maintenance of parks and green space 7.6 97% 15 Festivals and Events 7.1 97% 16 Service Burlington 6.3 96% 17 Parks, sports fields and trails 7.5 98% 18 Fire services 7.3 98% 19 n=757 Burlington Community Survey 2019 12
Quadrant Analysis Recreation facilities and programs are primary strengths of the area Primary Primary Opportunities Strengths + - Secondary Secondary Opportunities Strengths - + n=757 Burlington Community Survey 2019 13
Citizen Engagement Levels of awareness and participation in engagement opportunities have Top 2 Box improved substantially since measured in 2015 2015 2019 Residents have enough opportunities to Are you aware that residents can do the following... 64% 77% provide input into decision-making about 6% 16% 51% 26% (% Yes) city projects and services 90% I would like to provide input to the City 63% 76% 80% 85% for the purpose of influencing decision- 7% 18% 50% 26% 85% making about city projects and services 70% The city does a good job of engaging 67% 60% 65% 64% 54% 72% residents in decision-making about city 61% 7% 21% 50% 21% 50% projects and services 40% The city would welcome my opinion 41% 39% 57% 71% when making decisions about city 7% 22% 52% 19% 30% projects and services that impact me 20% The city uses input from residents in 10% decision-making about city projects and 50% 70% 9% 21% 53% 17% 0% services Attend a council Delegate (make a Be part of a Register with the The city's decision-making about projects meeting presentation) at a citizen's advisory City's online and services is reflective of the voice of a 12% 24% 48% 16% 46% 63% council meeting committee engagement majority of residents portal, Get Involved 0% 20% 40% 60% 80% 100% 2015 2019 Burlington Strongly disagree Somewhat disagree Somewhat agree Strongly agree n=757 Burlington Community Survey 2019 14
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