2008 City of Concord Customer Satisfaction Survey. Charts and Graphs. ETC Institute (2008) Page 1

Transcription

1 Charts and Graphs ETC Institute (2008) Page 1

2 2008 City of Concord Customer Satisfaction Survey Q1. Overall ratings of the quality of life in Concord today by percentage of respondents Excellent 21% Poor 3% Fair 14% Good 6 Q1. Trends in the percentage of residents who rated the quality of life in Concord as excellent or good by percentage of respondents who rated the City as "excellent" or "good" % % 0% 20% 40% 60% 80% Excellent 100% Good ETC Institute (2008) Page 2

3 Q2. What do you think is the most serious issue facing the residents of Concord that you would like to see City government do something about? Community Safety Traffic flow Gangs/violence Education/public schools Jobs/keeping businesses Homelessness Drugs Street maintenance More affordable housing Government waste/inefficiency High taxes Sidewalk repairs Public transportation/buses Illegal Immigration Revitalizing downtown Street lighting Police Cable TV service Tree trimming Over Development Trash recycling service Naval Weapon Center Public recreation Garbage collection Water supplies Sewer maintenance by percentage of respondents who selected the item 9% 8% 7% 5% 5% 4% 4% 4% 3% 3% 3% 1% 1% 1% 1% 15% 1 19% 28% 0% 10% 20% 30% Q2. Trends in the percentage of residents who felt the following items were the most serious issues facing the residents of Concord that they would like to see City government do something about by percentage of respondents who selected the item Traffic flow Community safety 13% 15% 9% Education/public schools 10% 1 not asked in 2002 Homelessness 8% 8% not asked in 2002 Over development 6% 7% Affordable housing 5% 5% 4% Streets/sidewalk 3% 4% 20% 19% 2 28% 0% 10% 20% 30% ETC Institute (2008) Page 3

4 Q3. What issues do you consider to be a problem for people living Concord? by percentage of respondents who rated the item as a 1 or 2 on a 4-point scale Gangs and juvenile violence 61% Unemployment among those typically employed Lack of affordable housing Traffic flow on city streets Too much growth/real estate development 55% 5 53% 49% Tension between racial/ethnic groups Amount of taxes paid for city services Inefficiency in City government 3 37% 36% Quality of Concord's basic city services 21% 0% 20% 40% 60% Extremely Serious Problem (1) Very Serious Problem (2) Q3. Trends in the percentage of residents who felt various issues were a problem for people living in Concord (2004, 2006 and 2008) by percentage of respondents who felt the following issues were an "extremely serious" or "very serious problem" 63% Lack of affordable housing 5 68% Traffic flow on city streets 63% 60% 53% 40% Too much growth/real estate development 44% 49% 55% Gangs and juvenile violence 60% 61% Unemployment among those typically employed 35% 5 55% 27% Tension between racial/ethnic groups 28% 37% 26% Amount of taxes paid for city services 28% 36% Inefficiency in City government 21% 24% 3 1 Quality of Concord's basic city services 13% 21% 0% 20% 40% 60% 80% ETC Institute (2008) Page 4

5 Q4. Are the following government agencies responsive to the needs of Concord's residents? by percentage of respondents who rated the item as a 1 or 2 on a 4-point scale Contra Costa County Fire Department 80% Contra Costa Water District 79% The City of Concord 75% Bay Area Rapid Transit (BART) 7 Contra Costa County Library 69% Contra Costa County Government 65% Mount Diablo Unified School District 38% 0% 20% 40% 60% 80% Very Responsive (1) Somewhat Responsive (2) Q4. Trends in the percentage of residents who felt various governmental agencies were responsive to the needs of Concord's residents (2004, 2006 and 2008) by percentage of respondents who rated the following governmental agencies as "very responsive" or "somewhat responsive" Contra Costa County Fire Department Contra Costa Water District The City of Concord Bay Area Rapid Transit (BART) Contra Costa County Library Contra Costa County Government Mount Diablo Unified School District 53% 46% 38% 87% 89% 80% 77% 77% 79% 80% 81% 75% 74% 76% 7 70% 7 69% 71% 67% 65% ETC Institute (2008) Page 5

6 Q5. Percentage of residents who thought various qualities were important in making a City a good place to live by percentage of respondents who rated the item as a 1 to 10 on a 10-point scale (excluding don't knows) Safe neighborhoods Clean, well maintained streets w/out potholes Parks/recreation programs for young/adults Having downtown be clean Well maintained public parks Efficient city government services Feeling safe while shopping downtown Highly rated public school system Good traffic flow through City Well kept neighborhoods Being able to know your neighbors Availability of parking downtown Good local/regional public transportation system Good job availability in local area Wide range of shopping/retail areas Sense of community Citizen involvement in the community 96% 96% 95% 95% 95% 94% 94% 9 89% 88% 87% 87% 84% 3% 1% 3% 1% 3% 4% 1% 3% 5% 1% 5% 5% 6% 1% 6% 1% 7% 1% 8% 1% 8% 3% 10% 11% 11% 14% Variety of cultural activities/events 81% 14% 5% Important (7-10) Neutral (5-6) Not Important (1-4) Q6. Satisfaction with various issues in the City of Concord by percentage of respondents who rated the item as a 1 to 10 on a 10-point scale (excluding don't knows) Availability/maintenance of public parks Streets maintenance and cleanliness Parks/recreation programs for young/adults Cleanliness of downtown Being able to know your neighbors Availability of parking downtown Availability of public transportation system Selection of shopping/retail stores Safety while shopping downtown Efficiency of city government services Local cultural activities/events Neighborhood upkeep Neighborhood Safety Sense of community Citizen involvement in the community Traffic flow through City Good job availability in local area Local public school system 86% 83% 81% 80% 78% 78% 77% 76% 76% 75% 74% 73% 73% 73% 64% 58% 56% 49% 28% 27% 29% 1 3% 13% 4% 15% 4% 15% 5% 16% 5% 17% 6% 16% 8% 19% 5% 17% 7% 21% 5% 20% 6% 20% 7% 20% 8% 2 6% 27% 9% 14% 17% 23% Satisfied (7-10) Neutral (5-6) Not Satisfied (1-4) ETC Institute (2008) Page 6

7 Q6. Trends in the level of satisfaction with various issues in the City of Concord mean rating based on a 10-point rating scale (excluding don't knows) Availability/maintenance of public parks Safety while shopping downtown Selection of shopping/retail stores Cleanliness of downtown Streets maintenance and cleanliness Parks/recreation programs for young/adults Neighborhood upkeep Being able to know your neighbors Availability of parking downtown Q6. (Continued) Trends in the level of satisfaction with various issues in the City of Concord mean rating based on a 10-point rating scale (excluding don't knows) Neighborhood Safety Availability of public transportation system Local cultural activities/events Efficiency of city government services Sense of community Citizen involvement in the community Good job availability in local area Local public school system Traffic flow through City ETC Institute (2008) Page 7

8 Q7. Satisfaction with various services provided by the City of Concord by percentage of respondents who rated the item as a 1 to 10 on a 10-point scale (excluding don't knows) Trash pick-up and recycling Maintenance of public parks Recreation opportunities and programs Landscaping on street medians/public places Senior center programs Building and safety code enforcement Removal of graffiti from public buildings Police protection in your neighborhood Sewer and storm drain maintenance Redevelopment of downtown Tree trimming Cable TV service from Astound Street lighting in your neighborhood Cable TV service from Comcast Child Care programs Neighborhood clean-up/preservation programs Type of events at Sleep Train Pavilion Repair of potholes in City streets Housing assistance for lower income residents Repair of broken sidewalks 87% 87% 86% 85% 85% 8 81% 80% 80% 79% 79% 77% 76% 74% 73% 73% 69% 68% 68% 6 9% 4% 11% 11% 3% 1 3% 1 4% 14% 15% 13% 15% 15% 15% 14% 14% 16% 21% 21% 20% 21% 19% 23% 5% 5% 7% 5% 6% 6% 9% 10% 11% 6% 6% 11% 11% 14% 15% Satisfied (7-10) Neutral (5-6) Not Satisfied (1-4) Q7. Trends in the level of satisfaction with various services provided by the City of Concord mean rating based on a 10-point rating scale (excluding don't knows) Trash pick-up and recycling Landscaping on street medians/public places Maintenance of public parks Senior center programs Police protection in your neighborhood Removal of graffiti from public buildings Recreation opportunities and programs Sewer and storm drain maintenance Cable TV service from Astound Street lighting in your neighborhood ETC Institute (2008) Page 8

9 Q7. (Continued) Trends in the level of satisfaction with various services provided by the City of Concord mean rating based on a 10-point rating scale (excluding don't knows) Redevelopment of downtown Building and safety code enforcement Neighborhood clean-up/preservation programs Tree trimming Repair of potholes in City streets Cable TV service from Comcast Repair of broken sidewalks Child care programs Housing assistance for lower income residents Type of events at Sleep Train Pavilion not asked in 2002 or Q8. The perceived level of efficiency of various groups of City employees by percentage of respondents (excluding "no opinion") People that run public golf course, swim center, recreation programs, and Sleep Train Pavilion People who maintain City parks People who maintain/sweep streets, trim trees, and maintain sewage/storm drain systems People who handle requests about flood zones, location of storm drains/sewers and street encroachment permits The Concord Police 95% 94% 90% 90% People that stripe streets, install/coordinate traffic signals and manage traffic flow People who design, coordinate, and inspect City street construction People who handle permits/inspections, planning, housing assistance, preservation and the Redevelopment Agency 86% 85% 85% Very Efficient (1) Somewhat Efficient (2) ETC Institute (2008) Page 9

10 Q8. Trends in the percentage of residents who felt various groups of City employees were efficient by percentage of respondents who felt the following groups were "very" or "somewhat efficient" (excluding "no opinion") People who maintain City parks People who maintain/sweep streets, trim trees, and maintain sewage/storm drain systems The Concord Police People that run public golf course, swim center, recreation programs, and Sleep Train Pavilion People who handle requests about flood zones, location of storm drains/sewers and street encroachment permits People that stripe streets, install/coordinate traffic signals and manage traffic flow People who handle permits/inspections, planning, housing assistance, preservation and the Redevelopment Agency People who design, coordinate, and inspect City street construction 95% 96% 94% 9 94% % 89% 95% 86% 84% 90% 73% 78% 86% 73% 79% 85% 73% 77% 85% Q9. How would you rate the appearance of your neighborhood? by percentage of respondents who rated the item as a 1 to 10 on a 10-point scale 9-10 (Excellent) 28% 7-8 (Good) 43% 9% 1-2 (Poor) 3-4 (Fair) 5-6 (Neutral) 16% ETC Institute (2008) Page 10

11 10.00 Q9. Trends in the ratings of the appearance of neighborhoods in the City of Concord (2002, 2003, 2004, 2006 and 2008) means based upon a 10-point rating scale !!!!! Q10. Neighborhood issues that residents felt were most important in making a neighborhood a good place to live by percentage of respondents who rated the item as a 1 to 10 on a 10-point scale (excluding don't knows) Trash 90% 7% 3% Abandoned Vehicles 88% 6% 5% Deteriorated structures 87% 9% 5% Weeds 8 11% 7% Vehicle repair business in residential areas 81% 10% 8% Illegal structures 81% 1 7% Home businesses that impact neighboring homes 77% 14% 9% Important (7-10) Neutral (5-6) Not Important (1-4) ETC Institute (2008) Page 11

12 Q11. Have you had any contact with the Concord Police Department during 2007? by percentage of respondents Yes, contacted first by police 10% Yes, requested assistance/help 28% No 60% Q12. How would you describe the officer's conduct? by percentage of respondents who indicated they had interacted with a police officer in 2007 Courteous and pleasant 81% 8% Neither courteous or rude Rude and unpleasant 9% ETC Institute (2008) Page 12

13 Q13. Percentage of residents who felt the following words and phrases applied to the Concord Police Department by percentage of respondents who felt the words and phrases "strongly applied" or "somewhat applied" to the Concord Police Department (excluding "don't knows") Well-trained Is widely supported by the community Concerned about the public's welfare Is well managed Reflects the demographic makeup of the community Effective in curbing local crime Treats people fairly Effective in dealing with illegal drugs Effective in dealing with gangs/youth crime 96% 96% 95% 9 90% 88% 88% Strongly Applies (1) Somewhat Applies (2) Q13. Trends in the percentage of residents who felt the following words and phrases applied to the Concord Police Department by percentage of respondents who felt the following statements "strongly applied" or "somewhat applied" to the Concord Police Department (excluding don't knows) Well-trained Concerned about the public's welfare Treats people fairly Is widely supported by the community Is well managed Reflects the demographic makeup of the community Effective in curbing local crime Effective in dealing with illegal drugs Effective in dealing with gangs/youth crime not asked in 2002 not asked in % 96% 96% 94% 96% 95% 88% 90% 95% 96% 9 84% 87% 94% 87% 87% 88% 88% ETC Institute (2008) Page 13

14 Q14. How residents rated various programs provided by the Concord Police Department by percentage of respondents (excluding don't knows) Domestic Violence/Victim Assistance Program 95% Community Policing Volunteers in Police Service (VIPs) District Police Field Offices Neighborhood Watch School Resource Officers Program 90% Traffic Enforcement Unit 89% Very Favorable (1) Somewhat Favorable (2) Q14. Trends in the percentage of residents who had a favorable opinion about various police programs by percentage of respondents who felt the following programs were "very favorable" or "somewhat favorable" Volunteers in Police Service (VIPs) Neighborhood Watch District Police Field Offices School Resource Officers Program Domestic Violence/Victim Assistance Program Community Policing 90% 96% 9 94% 95% 94% 89% 90% 96% 95% 90% 9 Traffic Enforcement Unit not rated in 2002 or % ETC Institute (2008) Page 14

15 Q16. The City sponsors a variety of programs to discourage people from placing trash and other waste in storm drains. Please indicate if you recall seeing or hearing the following messages? by percentage of respondents who indicated they had seen the following pollution preventive programs (excluding "don't knows") The words "no dumping, drains to bay" 8 A fish printed on street curbs 80% Q16. Trends in the percentage of residents who were aware of various pollution prevention programs by percentage of respondents who indicated they had seen the pollution preventive program 78% The words "no dumping, drains to bay" 83% 8 75% A fish printed on street curbs 79% 80% ETC Institute (2008) Page 15

16 Q18. Overall how would you rate the job done by the City employee with whom you contacted in 2007? by percentage of respondents who indicated they had contacted the City for various reasons Excellent 47% Poor 5% Just Fair 8% Good 38% Q18. Trends in the percentage of residents who rated the job performance of City employees as excellent or good by percentage of respondents who rated the City as "excellent" or "good" % % Excellent Good ETC Institute (2008) Page 16

17 Q19. Over the past year, have you had any contact with any other City employee regarding business or services? by percentage of respondents Q20. How would you describe the City employee's conduct? Courteous and pleasant 74% No 83% Yes 15% 1% 11% Neither courteous or rude Rude and unpleasant 14% Q21. Level of agreement with the following statement: "Downtown Concord is an attractive, exciting place to visit because of its mix of shopping, restaurants and services" by percentage of respondents Strongly agree 30% 3% Strongly disagree 6% Somewhat agree 51% Somewhat disagree 10% ETC Institute (2008) Page 17

18 Q21. Trends in the percentage of residents who agreed with the following statement: "Downtown Concord is an attractive, exciting place to visit because of its mix of shopping, restaurants and services" (2002, 2003, 2004, 2006 and 2008) by percentage of respondents who either "strongly agreed" or "somewhat agreed" with the statement 100% 80% 60% 64%! 75%! 71%! 78%! 81%! 40% 20% 0% Q22. Did you received any information from the City such as a workshop announcement, printed notice, street sweeping schedule, annual report or city newsletter called the "City News" during 2007? by percentage of respondents Yes, once or twice 26% No 16% 5% Yes, 3+ times 53% ETC Institute (2008) Page 18

19 Q22. Trends in the percentage of residents who received information from the City the previous year by percentage of respondents who received City information at least once the previous year % % % Q23. How would you rate the clarity and ease of understanding of the information you received?" by percentage of respondents who indicated they had received information from the City during 2007 Not at all clear Not Too Clear 5% Very Clear ETC Institute (2008) Page 19

20 Q24. Do you have Internet access? by percentage of respondents Yes 73% 1% No 26% Q25. Have you ever visited a City-sponsored website? by percentage of respondents Yes 34% 4% No 6 ETC Institute (2008) Page 20

21 Q26. Did you find the information you were looking for on the City's website? by percentage of respondents who indicated they had accessed a City-sponsored website Yes 89% 3% No 8% Q26. Trends in the percentage of residents who were able to access the information they needed (2002, 2003, 2004, 2006 and 2008) by percentage of respondents who indicated they found the information they needed on the City's website 100% 80% 77% 76%!! 84%! 89% 89%!! 60% 40% 20% 0% ETC Institute (2008) Page 21

22 Q27. Do you subscribe to either Comcast or Astound cable? by percentage of respondents Yes 76% No 2 Q28. The City broadcasts City meetings, community events, music from Todos Santos Plaza and crime prevention programs on cable TV Channel 28 for Comcast customers and Channel 29 for Astound customers. In the last year, how often have you watched all or a portion of the following: by percentage of respondents who indicated they were Comcast or Astound customers Music from Todos Santos Plaza 59% Street Smart (crime prevention program) 50% Special events from Todos Santos Plaza 49% City Council Meetings 44% Planning Commission Meetings 35% Parks/recreation/open space meetings 28% Human Relations Commission meetings 25% 0% 20% 40% 60% At least once a month Several times last year ETC Institute (2008) Page 22

23 Q29. Overall assessment of the quality of services provided by the City of Concord's City government by percentage of respondents Excellent 15% Poor 1% Fair 13% Good 69% Q29. Trends in the percentage of residents who assessed the quality of services provided by the City as excellent or good by percentage of respondents who rated City services as "excellent" or "good" % % % Excellent Good ETC Institute (2008) Page 23

24 Q30. Overall satisfaction with City services by percentage of respondents Extremely satisfied 10% Very Satisfied 51% Not too satisfied Somewhat Satisfied 35% Q30. Trends in the percentage of residents who were satisfied with City services by percentage of respondents who were "extremely satisfied" or "very satisfied" % % Extremely Satisfied Very Satisfied ETC Institute (2008) Page 24