Post on 29-Aug-2020
2011 Citizen SurveySurvey conducted by Market Dimensions
Presentation prepared by:The City of Winnipeg,
Financial Planning & Review
Citizen’s Perspective
Survey MethodConducted by Market DimensionsMarket Dimensions (2009 & 2010), Telelink (2007), Kisquared(2004), acumen research in 2003, Prairie Research Associates in 2001 and 2002)
A random telephone survey600 Winnipeggers surveyed between June 19 and July 2, 2011.Results in a margin of error of ±4.0%, 19 times out of 20. (1,600 people in 2001, 2002, 2003 & 2004 with corresponding error of ±2.4%) No survey conducted in 2008.
Data used in presentation are based on people who answered the survey question.(excludes “don’t know / refused responses”)
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Quality of Life
In 2011,
96% of Winnipeggers believe that the quality of life in Winnipeg is very good or good.
Highest showing since we have been polling (2000 to 2011).
Winnipeggers are very positive about their city.
2002 2003 2004 2007 2009 2010 2011 poor 2% 2% 2% 3% 1% 2% 0%only fair 11% 14% 16% 6% 8% 7% 4%good 55% 53% 53% 63% 68% 68% 63%very good 32% 30% 29% 28% 23% 25% 33%
0%
20%
40%
60%
80%
100%
How would you rate the quality of life in Winnipeg?
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Actions to Improve Quality of Life 2009-2011
Groupings 2009 2010 2011Crime/Policing 18.1% 30.2% 47.2%
Roads / Infrastructure 32.7% 11.5% 21.8%
Transit 8.1% 11.3% 7.1%
Downtown Renewal 3.5% 6.7% 5.2%
Bicycle & Walking Trails 3.2% 5.7% 3.4%
Poverty 2.2% 1.0% 3.2%
Cleaner City 0.4% 0.6% 1.5%
More things to do 4.8% 0.5% 1.5%
City Beautification 1.2% 0.5% 1.5%
Housing 1.5% 1.0% 1.0%
Taxation 2.8% 2.2% 1.0%
City Planning 1.3% 0.8% 1.0%
Recycling/Environment 0.8% 1.7% 0.7%
Insect Control 0.7% 1.2% 0.5%
Economy 2.5% 2.0% 0.2%
Healthcare 1.2% 0.7% 0%
Other 4.8% 4.8% 3.9%
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Quality of Life Statements
strongly agree & somewhat agree
0% 20% 40% 60% 80% 100%
20% 2002
17% 2003
23% 2004
18% 2010
15% 2011
71% 2002
73% 2003
78% 2004
68% 2010
71% 2011
strongly agree somewhat agree
I feel safe walking alone at night in my neighbourhood
I feel safe walking alone at night in the downtown
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Quality of Life Statementsstrongly agree & somewhat agree
0% 20% 40% 60% 80% 100%
85% 201088% 2011
73% 200266% 200373% 200477% 201073% 2011
54% 200249% 200354% 200487% 201062% 2011
83% 200283% 200383% 200488% 201083% 2011
strongly agree somewhat agree
It is easy to get around in Winnipeg by car
It is easy to get around in Winnipeg by bicycle
It is easy to get around in Winnipeg by transit
It is easy to get around in Winnipeg by walking
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Actions to Improve Quality of Life
Citizens were asked: “What actions do you think the City of Winnipeg could take to improve life in the city?”
The table to the right are the suggested actions.
Groupings Detail of Responses # ofresponses
% of people
surveyedIncrease police presence 123 30.1%
47.2% Crime/Policing Reduce crime/improve law enforcement 30 7.3% Reduce gang/youth crimes 21 5.1%
Improve justice system 19 4.6% 21.8% Roads / Infrastructure Fix roads and streets 64 15.6%
Build / fix / improve City infrastructure 14 3.4% Improve street lighting 4 1.0%
Improve maintenance of parks & recreation facilities 7 1.7% 7.1% Transit Rapid Transit / Improve public transit 29 7.1% 5.2% Downtown Renewal Develop/improve downtown 17 4.2%
Clean up downtown 4 1.0% 3.4% Bicycle & Walking Trails Provide/improve bicycle and walking trails 14 3.4% 3.2% Poverty Help the homeless 13 3.2% 1.5% City Beautification Cleaner city 6 1.5% 1.5% More things to do More recreational programming 6 1.5% 1.0% Housing Develop affordable housing 6 1.5% 1.0% Taxation Lower property taxes 4 1.0% 1.0% City Planning Improve city planning 4 1.0% 0.7% Recycling/Environment Improve garbage collection 3 0.7% 0.5% Insect Control Provide better insect control 2 0.5% 0.2% Economy Create employment and industry 1 0.2% 3.9% Other miscellaneous other suggestions 16 3.9%
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Actions to Improve Quality of Life 2009-2011
Groupings 2009 2010 2011Crime/Policing 18.1% 30.2% 47.2%
Roads / Infrastructure 32.7% 11.5% 21.8%
Transit 8.1% 11.3% 7.1%
Downtown Renewal 3.5% 6.7% 5.2%
Bicycle & Walking Trails 3.2% 5.7% 3.4%
Poverty 2.2% 1.0% 3.2%
Cleaner City 0.4% 0.6% 1.5%
More things to do 4.8% 0.5% 1.5%
City Beautification 1.2% 0.5% 1.5%
Housing 1.5% 1.0% 1.0%
Taxation 2.8% 2.2% 1.0%
City Planning 1.3% 0.8% 1.0%
Recycling/Environment 0.8% 1.7% 0.7%
Insect Control 0.7% 1.2% 0.5%
Economy 2.5% 2.0% 0.2%
Healthcare 1.2% 0.7% 0%
Other 4.8% 4.8% 3.9%
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City Services:Citizen Satisfaction
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Citizen overall satisfaction with City services:
Overall satisfaction has increased to 94% in 2011.
Highest showing since we have been polling (2000 to 2011).
0% 20% 40% 60% 80% 100%
2002
2003
2004
2007
2009
2010
2011
2002 2003 2004 2007 2009 2010 2011very sat 22% 20% 26% 24% 21% 28% 15%smwt sat 69% 68% 63% 64% 66% 62% 79%smwt dissat 8% 10% 10% 10% 8% 7% 5%very dissat 1% 2% 2% 2% 5% 3% 1%
In general, how satisfied are you with the services provided by the City of Winnipeg?
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Importance of Service AreasQuestion:
Please rank the following group of servicesin order of importance:1= least important, 5= most important
Service Area Importance(weighted)
% of PeopleRanked 4 and 5
Public Safety(Fire Paramedic, Police)
4.2 80%
Infrastructure(Roads, Water)
3.8 67%
Property & Development(Land use planning)
3.5 52%
Community Services(Libraries, Recreation)
3.3 43%
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Citizen Satisfaction - 2011
0% 20% 40% 60% 80% 100%
Enforcement of residential property standards 97%
Regulating building & Property dev. 97%
Efforts in preserving heritage bldgs 97%
Efforts in attracting businesses & major events 98%
Efforts in restaurant health standards 98%
Support for arts,entertainment,culture 98%
Condition of major parks 98%
Libraries 98%
Fire Service efforts in fire and safety education 98%
Fire protection 98%
Disaster planning and response 99%
very sat smwt sat smwt dissat very dissatvery satisfied & satisfied
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Citizen Satisfaction - 2011
0% 20% 40% 60% 80% 100%
Insect Control 91%
Public Transit 91%
Animal control 92%
Condition of local parks 92%
Support to improve inner city housing 93%
Police Service Response to 911 calls 93%
Garbage Collection 93%
Recreation Programs 95%
Quality of the drinking water 95%
Emergency medical response 96%
Protection from river flooding 96%
very sat smwt sat smwt dissat very dissatvery satisfied & satisfied
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Citizen Satisfaction - 2011
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Condition of Major streets 64%
Condition of Residential streets 72%
Traffic flow management: rush hour 80%
Snow removal 87%
Police Service efforts in Crime Control 87%
311 Contact Centre 87%
Managing on-street parking 89%
Community planning 89%
Efforts to keep city clean & beautiful 90%
Recycling Program 90%
Downtown renewal 91%
very sat smwt sat smwt dissat very dissatvery satisfied & satisfied
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User Satisfaction(includes only actual users of the service)
Service/Amenity 2004 2007 2009 2010 2011
Condition of recreation facilities 71.1% 66.8% 74.2% 80.3% 94.5%
Recreation programs 79.0% 78.9% 79.2% 88.4% 92.9%
Condition of the local park 86.4% 86.4% 84.4% 89.4% 90.5%
Condition of major parks 95.2% 91.5% 88.4% 94.5% 97.7%
City Transit 76.2% 71.8% 73.5% 82.9% 86.4%
Emergency medical response 91.6% 95.1% 83.8% 99.3% 91.5%
Police service responses to 911 calls N/A 50.5% 79.8% 79.0% 80.4%
Regulating building & property development 72.9% 46.2% 70.6% 70.0% 85.7%
Libraries 86.4% 92.6% 91.6% 96.1% 96.6%
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Trends: Citizen Satisfaction
98%
99%
98%
98%
96%
98%
98%
Support arts, entertainment,culture
Disaster planning & repsonse
Condition of major parks
Libraries
Emergency medical response
Fire Service efforts in fire &safety education
Fire protection
very satisfied & somewhat satisfied responses
2011
2010
2009
2007
2004
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Trends: Citizen Satisfaction
98%
92%
95%
93%
92%
96%
87%
95%
Efforts in restaurant healthstandards
Animal Control
Recreation programs
Police Service response to 911calls
Condition of local parks
Protection from river flooding
Snow removal
Quality of drinking water
very satisfied & somewhat satisfied responses
2011
2010
2009
2007
2004
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Trends: Citizen Satisfaction
91%
90%
98%
93%
90%
91%
97%
Insect control
Efforts to keep city clean &beautiful
Efforts attracting business& major events
Garbage Collection
Recycling Program
Public Transit
Efforts in preservingheritage bldgs
very satisfied & somewhat satisfied responses
2011
2010
2009
2007
2004
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Trends: Citizen Satisfaction
89%
91%
87%
95%
91%
96%
97%
Community planning
Downtown renewal
Police services efforts incrime control
Protection from sewer back-up
Sufficient Enforcement oftraffic laws
Condition of recreationfacilities
Regulating building &property development
very satisfied & somewhat satisfied responses
2011
2010
2009
2007
2004
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Trends: Citizen Satisfaction
64%
72%
80%
93%
Condition of major streets
Condition of residential streets
Management of rush hourtraffic flow
Support for improving innercity housing
very satisfied & somewhat satisfied responses
2011
2010
2009
2007
2004
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Value for Tax Dollar
In 2011, 86% of Winnipeggers believe there is good to very good value in their municipal tax dollar, an increase from 2004 when it was 72%. 2004 2007 2009 2010 2011
very poor 4% 4% 4% 4% 2%poor 23% 18% 19% 16% 12%good 65% 71% 69% 68% 80%very good 7% 7% 8% 12% 6%
0%
20%
40%
60%
80%
100%
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Property Tax: Increase or Decrease?
38%46%50%50%52%55%
48%44%35%36%
36%34%
14%10%
15%15%12%11%
0% 20% 40% 60% 80% 100%
200020012002200320042011
Which statement best describes your view?
An increase in property taxes equal to inflation is acceptable in order to ensurethat service levels remain the same
Property taxes should not increase at all even though there may be someimpact on services
Property taxes should be reduced even if it means reducing levels of services
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Customer Service
23
Contact with City Staff
4%
3%
7%
86%
in person
telephone
Of those who had contact, the method used was...
2011
2010
2009
2007
2003
Telephone was by far the primary method of contact.
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Customer Service
Of those who contacted the City of Winnipeg rated their experience as…
Very satisfied
Somewhat satisfied
Somewhat dissatisfied
Very dissatisfied
2011 22% 42% 15% 21%
2010 30% 49% 4% 17%
2009 22% 48% 15% 14%
2007 30% 38% 19% 13%
In 2011, 64% of Winnipeggers who had contacted the City in the past year, rated their experiences as satisfied, a decrease from 79% in 2010.
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Customer Service
strongly agree & somewhat satisfied
0% 20% 40% 60% 80% 100%
53% 2004
67% 2009
65% 2010
53% 2011
58% 2004
70% 2009
62% 2010
60% 2011
72% 2004
78% 2009
70% 2010
73% 2011
87% 2004
88% 2009
90% 2010
88% 2011
strongly agree somewhat agree smwt disagree strongly disagree
City staff are courteous, helpful and knowledgeable
The quality of service from the City is consistently high
The City responds quickly to requests and concerns
City staff are easy to get a hold of when I need them
Question: Thinking about your personal dealings with the City of Winnipeg and your general Impressions…
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Improvements Customer ServiceCitizens were asked:“How could the City’s customer service be improved?”
Groupings Detail of Responses # ofresponses
% of people
surveyed
16.9% Improvements relating to staffing levels More people on staff / more timely responses 53 12.3%
Answer phones right away / less hold time 20 4.6%
7.4% Improvements relating to systems Should have direct access to departments 15 3.5%
Improve 311 5 1.2%
311 not working / get rid of 311 12 2.8%
3.7% Improvements relating to staff contact Staff should be more knowledgeable about services 6 1.4%
Should listen / show an interest in wanting to help 10 2.3%
1.9% OK / Satisfied OK / Satisfied 8 1.9%
2.8% Other Other 12 2.8%
84.2% No suggestions No suggestions / don't know 363 84.2%
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Improvements Customer ServiceCitizens were asked:“How could the City’s customer service be improved?”
Groupings 2007 2009 2010 2011Improvements relating to systems 20.4% 7.5% 8.1% 7.4%Improvements relating to staffing levels 13.8% 5.1% 7.5% 16.9%Improvements relating to staff contact 23.8% 11.9% 9.8% 3.7%Increase hours of operation 3.9% 0.3% 0.7% 0.0%OK / Satisfied 0.0% 0.5% 0.7% 1.9%Other n/a 4.0% 3.2% 2.8%No suggestions 40.7% 70.6% 70.0% 84.2%
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