2008 Citizen Satisfaction Survey Results May 29, 2009.
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Transcript of 2008 Citizen Satisfaction Survey Results May 29, 2009.
2008 Citizen Satisfaction SurveyResults
May 29, 2009
2
Purpose of Survey
1. Determine how satisfied citizens are with
county services, programs and quality of life
2. Identify county’s strengths and challenges
3. Develop action plans for improvement
3
Format of Survey
1. Survey was conducted by the Center for Survey Research, at the University of Virginia from (October-December 2008)
2. A telephonic survey with pre-notification letters sent to all listed phone numbers.
3. Telephone numbers included both cell-phone and landline
4. 30% response rate; 1,774 responses (approximately 330 responses per district) with a sampling error of + 2.7 percent
4
Magisterial District Responses
2008
Bermuda
Matoaca
Clover Hill
MidlothianDale334
335
356
343
351
5
Highlighted Areas
I. Quality of Life
II. County Government
III. Customer Service Index
IV. Taxes/Value for Tax Dollar
V. Normative Data
VI. Successes
VII. Opportunities for Improvement
VIII.Post Survey Actions
6
I. Quality of Life
• Quality of life• Education provided by schools • A place to raise children• Key quality of life indicators• Safety in the county • Living in the county• Maintenance of roads
7
23.4%
68.4%
7.8%
0.4%
30.9%
63.3%
5.2%0.6%
30.0%
62.8%
6.8%0.4%
37.2%
56.8%
5.3%0.7%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
2001 2004 2006 2008
Quality of LifeOverall, how would you rate the “Quality of Life” in Chesterfield County?
Excellent
Good
FairPoor
“Above” the national norm
Fair/Poor 8.2% 5.8% 7.2%
Good/Excellent 91.8% 94.2% 92.8%
6.0%
94.0%
8
28.9%
53.1%
14.6%
3.3%
38.5%
45.8%
12.8%
2.9%
36.8%
49.0%
10.5%
3.7%
43.5%
43.5%
10.7%
2.3%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
2001 2004 2006 2008
Quality of Life
Excellent
Good
Fair
Poor
“Above” the national norm
How would you rate the education provided by Chesterfield County Public Schools?
Fair/Poor 18.0% 15.7% 14.2%
Good/Excellent 82.0% 84.3% 85.8%
13.0%
87.0%
9
27.6%
60.9%
10.4%
1.1%
39.5%
52.8%
6.8%0.9%
38.8%
53.1%
6.9%
1.2%
46.7%
46.2%
5.4%
1.7%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
2001 2004 2006 2008
Quality of Life
Excellent
Good
FairPoor
“Above” the national norm
How would you rate Chesterfield as a place to raise children?
Fair/Poor 11.5% 7.7% 8.1%
Good/Excellent 88.5% 92.3% 91.9%
7.1%
92.9%
10
12.8%
51.0%
23.8%
12.4%
7.6%
55.2%
30.0%
7.2%
6.9%
50.0%
32.4%
10.7%
8.2%
46.2%
31.0%
14.5%
4.7%
48.6%
32.7%
14.0%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Availability ofsafe, affordable
housing
Cost of Living JobOpportunities
Ease of Startinga New Business
Balance-Business and
ResidentialDevelopment
“Above” national norm
“Below” national norm
“Below” national norm
Excellent
Good
Fair
Poor
Overall, how would you rate the following aspects of quality of life in Chesterfield County:
Quality of Life
Fair/Poor 36.2% 37.2% 43.1% 45.5%
Good/Excellent 63.8% 62.8% 56.9% 54.4%
46.7%
53.3%
11
Quality of LifePlease rate how you feel about your personal safety in the following areas:
66.7%
31.1%
1.5%0.6%
46.9%
45.5%
6.1%
1.6%
40.2%
56.3%
3.3%
0.2%
10.7%
41.4%
37.0%
11.0%
28.3%
65.8%
5.5%
0.5%
41.7%
54.8%
3.4%
0.1%
63.6%
34.3%
1.9%0.2%
27.8%
65.0%
6.3%
0.9%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
YourNeighborhoodduring the day
YourNeighborhood
at Night
Parks duringthe day
Parks at night ShoppingAreas
Schools Your Home Roads whileyou travel
“Similar to” national
norm
“Above” national
norm
“Below” national
norm
“Below” national
norm
“Above” national
norm
Unsafe/Very Unsafe 2.1% 7.7% 3.5% 48.0% 6.0% 3.5% 2.1% 7.2%
Safe/Very Safe 97.8% 92.4% 96.5% 52.1% 94.1% 96.5% 97.9% 92.8%
Very Safe
Safe
Unsafe
Very Unsafe
12
Using a 10-point scale (10 being best), how much do you like living in Chesterfield County?
Quality of Life
80.5%
19.5%
87.9%
12.1%
87.0%
13.0%
88.8%
11.2%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
2001 2004 2006 2008
Favorable Unfavorable
13
How would you rate the maintenance of roads in Chesterfield County? (snow removal, fixing potholes, mowing, repaving, and signs)
5.2%
39.3%
27.9%
18.3%
9.3%
6.2%
44.9%
34.3%
14.6%
9.2%
47.1%
31.6%
12.1%
13.2%
49.8%
27.3%
9.8%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
2001 2004 2006 2008
“Above” the national norm
Quality of Life
Fair/Poor 27.6% 48.9% 43.7% 37.1%
Good/Excellent 44.5% 51.1% 56.3% 62.9%
Excellent
Good
Fair
Poor
* 2001 scale included “Neither”
*
14
II. County Government
• Access to board members• Employee ratings on:
• Knowledge• Timeliness• Courtesy• Follow through on promises• Ability to direct calls• Ethics and Integrity• Overall customer service
• Management of the county• Satisfaction with County Government
15
How would you rate access to your elected Board of Supervisors member?
County Government
10.3%
50.6%
28.7%
10.4%
10.9%
50.2%
27.4%
11.5%
11.0%
58.1%
22.7%
8.2%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
2004 2006 2008
Fair/Poor 39.1% 38.9% 30.9%
Good/Excellent 60.9% 61.1% 69.1%
Excellent
Good
Fair
Poor
16
County Government
“Below” national
norm
How would you rate Chesterfield County Employees on the following:
21.1%
64.5%
11.4%
2.9%
24.5%
53.5%
15.6%
6.4%
34.3%
52.7%
9.7%
3.2%
23.6%
51.1%
19.6%
5.7%
25.4%
53.9%
14.6%
6.1%
26.6%
58.2%
12.5%
2.7%
27.3%
56.5%
13.2%
3.0%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
EmployeeKnowledge
Timeliness Courtesy Followingthrough onPromises/
Commitments
Direct Calls Ethics &Integrity
OverallCustomerService
Fair/Poor 14.3% 22.0% 12.9% 25.3% 20.7% 15.2% 16.2%
Excellent/Good 85.6% 78.0% 87.0% 74.7% 79.3% 84.8% 83.8%
Excellent
Good
Fair
Poor
“Similar to” national
norm
“Below” national
norm
“Below” national
norm
17
How would you rate the quality of management of the county?
County Government
“Similar to” the national norm
4.3%
51.6%
34.0%
8.7%
1.4%
9.3%
53.6%
29.7%
7.4%
7.0%
56.4%
29.6%
7.0%
10.4%
61.6%
23.3%
4.7%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
2001 2004 2006 2008Fair/Poor 10.1% 37.1% 36.6% 28.0%
Good/Excellent 55.9% 62.9% 63.4% 72.0%
Excellent
Good
Fair
Poor
*
* 2001 scale included “Neither”
18
Using a 10-point scale (10 being very satisfied), how satisfied are you with the Chesterfield County government?
County Government
“Above” the national norm
51.6%48.4%
65.8%
34.2%
60.2%
39.8%
70.4%
29.6%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
2001 2004 2006 2008
Favorable Unfavorable
19
Customer service index
III. Customer Service Index
Overall customer service index rating
Satisfaction w/county government Quality of services provided by county Employee customer service Quality of Life in the county Like living in the county
20
Customer Service Index
Very Dissatisfied Very Satisfied
Overall index rating
Satisfaction w/county government
Quality of services provided by county
Employee customer service
Quality of life in the county
Like living in the county
7.76
7.70
8.33
8.26
7.50
6.99
0 1 2 3 4 5 6 7 8 9 10
Index
21
V. Taxes/Value for Tax Dollar
• Value of services relative to taxes paid
• Amount of taxes paid
• Willingness to pay more taxes for additional or improved services
22
Taxes/Value for Tax Dollar
“Above” the national norm
Taking into consideration the services provided by Chesterfield County, how satisfied would you say you are with the value of services provided relative to taxes paid?
11.8%
72.0%
13.5%
2.7%
11.3%
71.7%
14.1%
2.9%
16.1%
69.6%
11.4%
3.0%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
2004 2006 2008
Dissatisfied/Very Dissatisfied 16.2% 17.0% 14.3%
Satisfied/Very Satisfied 83.8% 83.0% 85.7%
Very Satisfied
Satisfied
Dissatisfied
Very Dissatisfied
23
Taxes/Value for Tax DollarFrom your personal standpoint, are Chesterfield County taxes too high, too low or about right?
1.4%
58.1%
40.6%
1.4%
62.3%
36.3%
1.4%
60.3%
38.3%
0.7%
54.9%
44.4%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
2001 2004 2006 2008
About Right
Too Low
Too High
24
Taxes/Value for Tax DollarHow willing would you be to pay more taxes to improve or add county services?
5.6%
55.1%
28.8%
10.5%
3.4%
35.8%
42.5%
18.3%
1.6%
38.6%
43.1%
16.7%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
2004 2006 2008
Unwilling/Very Unwilling 39.3% 60.8% 59.8%
Willing/ Very Willing 60.7% 39.2% 40.2%
Very Unwilling
Unwilling
Willing
Very Willing
25
• 477 total jurisdictions*
• Questions matched - 46
• 19 local jurisdictions across Virginia
• Questions matched - 29
National Comparisons
Local Government Comparisons
VI. NORMATIVE DATAData provided by The National Research Center
*includes twelve in Canada
26
• 29 questions were “Above” the norm
• 5 questions were “Similar to” the norm
• 12 questions were “Below” the norm
National Comparisons
NORMATIVE DATA
27
Questions that scored “Above” the National Norm1. Quality of life2. Police services3. Crime prevention programs4. Response time of the Police Department5. Response time of the Fire Department
6. Response time of EMS7. Fire and emergency medical services8. Recycling services9. Maintenance of roads in the county10. Public water and wastewater services11. Public library services12. Maintenance of libraries13. County parks14. Maintenance of parks15. Recreational programs and services16. Animal control services
17. Availability of medical and health services18. Services for children & youth19. Satisfaction with county government20. Satisfaction with value of services provided relative to taxes paid21. Education provided by county Public Schools22. Cleanliness and appearance of the county23. A place to raise children24. A place to live compared to other cities or counties
where you have lived25. Recreational opportunities in county26. Safety/In your neighborhood during the night27. Safety/In your home28. Availability of safe affordable housing choices29. Mental Health, Mental Retardation or Substance Use
services
NORMATIVE DATANational Comparisons
28
1. Preservation and protection of historic resources 2. Quality of governmental services 3. Management of the county 4. County employees on overall customer service 5. Safety/in your neighborhood during the day
Questions that scored “Similar to” the National Norm
NORMATIVE DATANational Comparisons
29
Questions that scored “Below” the National Norm
1. Getting citizens views & opinions before making major decisions 2. Museums & historical sites 3. Job opportunities 4. Ease of starting a new business5. Safety/In county parks during the day 6. Safety/In county parks at night 7. Planning services 8. Social Services9. Services available for senior citizens 10. County employees on courtesy 11. County employees on knowledge about county services12. County employees on timeliness in responding to questions and concerns
NORMATIVE DATANational Comparisons
30
Local Government Comparisons
Local Governments Include: Arlington County, VA; Stafford County, VA; Botetourt County, VA; Chesapeake, VA; Hanover County, VA; Prince William County, VA; Virginia Beach, VA; Newport News, VA; Spotsylvania County, VA; Albemarle County, VA; Chesterfield County, VA; James City County, VA; Roanoke, VA; Williamsburg, VA; Hopewell, VA; Lynchburg, VA; Staunton, VA; Northampton County, VA; Lexington, VA
• 21 questions were “Above” the norm
• 2 questions were “Similar to” the norm
• 6 questions were “Below” the norm
NORMATIVE DATA
31
1. Quality of life*2. Police services*3. Crime prevention programs*4. Recycling services*5. Maintenance of roads in the county*6. Public water and wastewater services*7. Public library services*8. County parks*9. Animal control services*10. Availability of medical and health services*11. Services for children & youth*
Questions that scored “Above” the Local Government Norm
12. Quality of governmental services 13. Satisfaction with the value of services provided relative to taxes paid*14. Education provided by county Public Schools*15. Cleanliness and appearance of the county*16. Job opportunities in the county 17. A place to raise children*18. A place to live compared to other cities or counties where you have lived*19. Recreational opportunities in county*20. Availability of safe affordable housing*21. Safety/In your neighborhood during the night*
NORMATIVE DATALocal Government Comparisons
* Also scored “Above” the National Norm
32
1. County services available for senior citizens 2. Employees on courtesy
Questions that scored “Similar to” the Local Government Norm
NORMATIVE DATALocal Government Comparisons
33
1. Employees on overall customer service 2. Employees on knowledge about county services 3. Getting citizens views & opinions before making major
decisions 4. Safety/In your neighborhood during the day 5. Safety/In county parks during the day6. Safety/In county parks at night
Questions that scored “Below” the Local Government Norm
NORMATIVE DATALocal Government Comparisons
34
Five Highest Scoring Areas
2008
1. Safety in the home
2. Safety in neighborhoods during the day
3. Fire and emergency medical services
4. Location of fire stations
5. Maintenance of libraries
VII. Successes
35
Five Lowest Scoring Questions
2008
1. Willingness to pay additional taxes to improve or add county services
2. Access to rail passenger service
3. Tourism
4. Getting citizens’ views and opinions before making major decisions
5. Planning services
VIII. Opportunities for Improvement
36
IX. Post Survey Actions
Communication:– Present to Leadership Team– Present to Board of Supervisors– Present to Directors– Communicate to Employees– Post results to Internet/Intranet– Communicate to public
Action Items:– Quality Office will provide deputies, chiefs and county
administrator with department questions and results• Departments identify targets for their questions and action
plans for improvement where appropriate– Deputies, chiefs and county administration directors will
review action plans and provide progress reports to the leadership team in December