City of Virginia Beach 2009 Citizens’ Survey Tracking how residents feel about their community and the services provided by the City. Presented by: Continental Research Associates Inc. 1
Background Benchmark was in 1995 The questionnaire focuses on residents’ satisfaction Telephone survey Sample size = 500 randomly-selected households Excellent margin of error: ± 1% to ± 4.4% Method Calls made in October (Sun. - Thurs. evenings & incl. cell phones) Very scientific procedures 6 attempts to each household (Used CATI system) Interview took 17 min. (Very well-received) Report shows results over time (Most recent = 2007) Detailed analysis (Given to Dept. of Mgt. Services) 2
Participants were asked to rate their satisfaction with 29 City services & characteristics: Very Satisfied, Satisfied, Dissatisfied, or Very Dissatisfied We summarize Very Satisfied + Satisfied = “Satisfied” Many localities define “excellence” as an 80% (or higher) level of satisfaction. Here, 19 of the 29 City services rated above the 80% threshold. 3
Of the 29 services and characteristics: ● 14 items rated at or above 90% in satisfaction ● 5 items rated between 80% and 90% ● 10 items rated below the 80% threshold ~~~ 91.4% were satisfied with City services overall ~~~ 4
Those With Satisfaction Levels Above 95% % Satisfied* Fire Department 99.0% 911 Emergency Telephone Center 98.6% Public Libraries 98.0% Paramedic & Rescue Squad 97.8% Recreation Centers 95.2% * “Very Satisfied” + “Satisfied” 5
Those With Satisfaction Levels Between 90% and 95% % Satisfied* Overall appearance of the City 94.0% # of opportunities for volunteerism 94.0% Overall appearance of your neighborhood 93.4% City parks 93.2% Museums/aquarium/cultural activities 93.0% Police services 92.2% Horticultural & Agricultural services 90.6% Courtesy of City employees 90.4% City trash collection & recycling services 90.4% 6
Those With Satisfaction Levels Between 80% and 89% % Satisfied* Drinking water & sanitary sewer services 88.6% Public beaches 88.6% Public school system 88.0% Mental health & mental retardation svcs. 82.2% The condition of streets in your neighborhood 81.1% 7
Those With Satisfaction Levels Below 80% (Items to focus on?) % Satisfied* Services for needy or homeless families 74.3% Efforts to combat gang activity/violence 73.1% Work w/ other communities on regional issues 73.1% Efforts to protect natural resources/green space 70.9% up The job opportunities in Virginia Beach 69.8% down Maintenance of City roads & bridges 62.8% Planning for residential development 61.7% up Opportunity citizens have to share opinions 60.7% Planning & construction of new City roads 48.4% The flow of traffic in the City 39.6% NOTE: Significant improvements/declines are indicated in the right margin. 8
% Using Certain City Services in Past 12 Mos. % Who Said “Yes” Visited a Va. Beach public beach 85.0% ** Visited a City park 84.8% Visited a Va. Beach public library and/or used the library from home/work 80.6% ** Had contact with or observed Public Safety (Police, Fire, Rescue Squad) 72.2% Went to a museum, the aquarium, or a cultural activity in Va. Beach 69.4% ** Contacted the City by phone/Internet/in person 66.2% Been to a Va. Beach recreation center 55.8% ** ** = Users rated service higher than non-users (n=500) 9
% Who “Agreed” With Each Statement % Who Agree* Va. Beach is a good place to live. 97.4% For the most part, I can conveniently access City services. 95.4% Va. Beach, in general, is a safe place to live. 94.2% My neighborhood is a safe place to live. 93.6% Overall, I receive a good value for my City tax dollar. 77.2% I know how to inform the City about the way I feel on important issues. 70.1% * “Strongly Agree” + “Agree” 10
NEW QUESTIONS % Who “Agreed” With Each Statement % Who Agree* I would like to have more alternatives to using my car to get around the City. 77.0% The roads I use in Virginia Beach are generally too congested. 74.2% I think if the light rail system is completed, it will relieve congestion from the City’s roadways. 68.9% Bus service seems adequate within Virginia Beach. 55.4% * “Strongly Agree” + “Agree” 11
What one thing should the City do to make Virginia Beach a better place to live? I think everything is fine 12.0% Improve roads/build roads/finish road projects sooner 13.6% Reduce the traffic flow problems in the City 7.8% More good jobs/better employment opportunities 5.4% The City should lower my taxes/fees 5.0% Improve the schools (more funding/smaller classes) 3.4% Just listen more to citizens/Do more surveys 3.2% Add more public transportation 3.0% Stop or reduce population growth 2.8% Reduce crime 2.8% Control gangs and stop gang activity 2.8% Connect to the light rail project 2.6% … etc. … (n=500) 12
CONTINUED SUCCESS: % Who Think Virginia Beach is a Good Place to Live 2009 97.4% 2007 96.0% 2005 95.6% 2000 96.2% 1995 94.0% 90% 92% 94% 96% 98% 100% 13
Respondents = A Full Cross-Section of Residents Median # of years lived in Virginia Beach 20.0 yrs. % who are homeowners 71.0% % who are renters 29.0% % who have children in household 38.0% % who are registered voters 83.8% Avg. (median) age 44.7 yrs. % completed education beyond high school 82.0% % Caucasian 69.6% % African American 17.4% % Filipino American, Asian, or Pacific Islander 6.2% % from another ethnic background 6.8% Avg. (median) household income $75,425 14
In Closing… With such high satisfaction scores, clearly residents are pleased with their quality of life in Virginia Beach Perhaps the City can study those areas where more emphasis may be warranted (traffic, planning for roads, growth, bringing in jobs, green space, regional cooperation, gangs, etc.) 94.0% are satisfied with the appearance of the City 97.4% believe Virginia Beach is a good place to live 95.4% believe they can conveniently access City services 15
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