2010 Citizen Satisfaction Survey

Results

November 2010

2

Purpose

1. Determine how satisfied citizens are with quality of life, government and safety

2. Identify strengths and opportunities

3. Develop action plans for improvement

3

Methodology

Data not available by district

1. Survey was conducted by the Center for Survey Research, at the University of Virginia from (August-September 2010)

2. A telephonic survey with pre-notification letters sent to all listed phone numbers.

3. Telephone numbers included both cell-phone and landline

4. 25% response rate; 550 responses from randomly selected residents with a sampling error of + 4.2 percent

4

All Time High Ratings

The Chesterfield County 2010 Citizen Satisfaction Survey ratings are in general higher than those in

2004 and 2006 and are comparable to or higher than those in 2008.

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Highlighted Areas

I. Quality of Life

II. County Government

III. Public Safety

IV. Normative Data

V. Significant Variations in 2010

VI. Post Survey Actions

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I. Quality of Life

• Quality of life• Education provided by schools • A place to raise children• Services for children and youth• County appearance • Environment

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30.9%

63.3%

5.2%0.6%

30.0%

62.8%

6.8%

0.4%

37.2%

56.8%

5.3%0.7%

35.9%

57.6%

5.3%

1.2%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2004 2006 2008 2010

Quality of LifeOverall, how would you rate the “Quality of Life” in Chesterfield County?

Excellent

Good

FairPoor

“Above” the national norm “Above” local government norm

Fair/Poor 5.8% 7.2% 6.0% 6.5%

Good/Excellent 94.2% 92.8% 94.0% 93.5%

8

Quality of LifeHow would you rate schools in preparing students for success beyond high school:

38.3%

45.1%

11.6%

5.0%

45.9%

39.4%

10.5%

4.2%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2008 2010

Fair/Poor 16.6% 14.7%

Excellent/Good 83.4% 85.2%

Excellent

Good

Fair

Poor

9

Quality of LifeHow would you rate schools providing opportunities for citizens to contribute to the success of the public schools?

23.5%

56.3%

15.7%

4.5%

30.5%

50.4%

15.0%

4.1%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2008 2010Fair/Poor 20.2% 19.1%

Excellent/Good 79.8% 80.9%

Excellent

Good

Fair

Poor

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39.5%

52.8%

6.8%

0.9%

38.8%

53.1%

6.9%

1.2%

46.7%

46.2%

5.4%

1.7%

51.2%

40.9%

6.6%

1.3%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2004 2006 2008 2010

Quality of Life

Excellent

Good

FairPoor

“Above” the national norm “Above” local government norm

How would you rate Chesterfield as a place to raise children?

Fair/Poor 7.7% 8.1% 7.1% 7.9%

Good/Excellent 92.3% 92.0% 92.9% 92.1%

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14.9%

60.6%

20.4%

4.1%

19.9%

57.7%

16.7%

5.7%

28.5%

50.6%

15.4%

5.5%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2004 2008 2010

Quality of Life

*Question was not asked in 2006

How would you rate services for children and youth, not including public education?

Fair/Poor 24.5% 22.4% 20.9%

Good/Excellent 75.5% 77.6% 79.1%

“Above” the national norm “Above” local government norm

Excellent

Good

Fair

Poor

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18.2%

62.0%

17.4%

2.4%

19.1%

65.7%

13.0%

2.2%

22.7%

63.8%

11.8%

1.7%

22.4%

64.7%

11.4%

1.5%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2004 2006 2008 2010

Quality of LifeHow would you rate the overall cleanliness and appearance of the county?

Fair/Poor 19.8% 15.2% 13.5% 12.9%

Good/Excellent 80.2% 84.8% 86.5% 87.1%

“Above” the national norm “Above” local government norm

Excellent

Good

Fair

Poor

13

9.9%

58.8%

24.6%

6.6%

8.7%

57.6%

24.2%

9.5%

10.9%

62.6%

21.8%

4.7%

20.2%

58.4%

18.5%

2.9%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2004 2006 2008 2010

Quality of LifeHow would you rate the preservation and protection of the environment?

Fair/Poor 31.2% 32.7% 26.5% 21.4%

Good/Excellent 68.8% 66.3% 73.5% 78.6%

“Below” the national norm “Below” local government norm

Excellent

Good

Fair

Poor

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II. County Government

• Employee ratings for:• Knowledge• Overall customer service

• Management of the county• Getting citizens' views & opinions

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County GovernmentHow would you rate Chesterfield County Employees on knowledge about county services?

“Similar to” national norm “Similar to” local government norm

18.9%

66.3%

12.9%

1.9%

16.2%

66.1%

14.8%

2.9%

21.2%

64.5%

11.4%

2.9%

45.5%

36.2%

11.9%

6.4%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2004 2006 2008 2010

Fair/Poor 14.8% 17.7% 14.3% 18.3%

Excellent/Good 85.2% 82.3% 85.7% 81.7%

Excellent

Good

Fair

Poor

16

County GovernmentHow would you rate Chesterfield County Employees on overall customer service?

18.5%

65.8%

13.6%

2.1%

14.3%

68.5%

14.7%

2.5%

27.3%

56.5%

13.2%

3.0%

36.2%

50.8%

10.3%

2.7%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2004 2006 2008 2010

Fair/Poor 15.7% 17.2% 16.2% 13.0%

Excellent/Good 84.3% 82.8% 83.8% 87.0%

“Similar to” national norm “Above” local government norm

Excellent

Good

Fair

Poor

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How would you rate the quality of management of the county?

County Government

“Below” the national norm

9.3%

53.6%

29.7%

7.4%

7.0%

56.4%

29.6%

7.0%

10.4%

61.6%

23.3%

4.7%

9.9%

55.7%

27.3%

7.1%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2004 2006 2008 2010Fair/Poor 37.1% 36.6% 28.0% 34.4%

Good/Excellent 62.9% 63.4% 72.0% 65.6%

Excellent

Good

Fair

Poor

18

County GovernmentHow would you rate Chesterfield County in getting citizens’ views and opinions before making major decisions that affect the county?

“Similar to” national norm “Similar to” local government norm

6.2%

37.4%

36.5%

19.9%

5.1%

39.6%

36.0%

19.3%

6.0%

41.6%

37.6%

14.8%

8.2%

42.4%

34.4%

15.0%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2004 2006 2008 2010

Fair/Poor 56.4% 55.3% 52.4% 49.4%

Excellent/Good 43.6% 44.7% 47.6% 50.6%

Excellent

Good

Fair

Poor

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• 9-1-1 Emergency Communication Center• Personal safety…

III. Public Safety

• Overall safety index

• …in neighborhoods• …in parks• …in shopping areas• …in schools• …in homes• …on roads as you travel

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59.9%

36.0%

3.2%

0.9%

59.3%

36.3%

3.9%

0.5%

60.0%

33.7%

5.4%

0.9%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Services Competence Attitudes andbehavior

Public Safety How would you rate 9-1-1 employees on:

Fair/Poor 4.1% 4.4% 6.3%

Excellent/Good 95.9% 95.6% 93.7%

Excellent

Good

Fair

Poor

21

Public Safety IndexPlease rate how you feel about your personal safety in the following areas:

***“Below” national & local norm**“Similar to” national & local norm*“Similar to” national norm

44.8% 46.6% 7.1% 1.5%

37.8% 55.1% 6.2% 0.9%

68.1% 31.3% 0.4% 0.2%

51.0% 45.8% 2.9% 0.3%

35.0% 61.1% 3.7% 0.2%

14.1% 47.5% 30.1% 8.3%

39.8% 52.8% 6.9% 0.5%

49.3% 44.9% 4.5% 1.3%

63.5% 34.3% 2.0% 0.2%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Overall safety index

***Your neighborhood during the day

**Parks during the day

Shopping areas

Schools

*Your home

**Your neighborhood at night

**Parks at night

Roads as you travel

Very Unsafe Very Safe

97.8%

94.2%

92.6%

61.6%

96.1%

96.8%

99.4%

92.9%

Favorable Rating

91.4%

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• 497 total jurisdictions*

• Questions matched - 14

• 21 local jurisdictions across Virginia

• Questions matched - 10

National Comparisons

Local Government Comparisons

IV. Normative DataData provided by The National Research Center

*includes twelve in Canada

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• 4 questions were “Above” the norm

• 5 questions were “Similar to” the norm

• 5 questions were “Below” the norm

National Comparisons

Normative Data

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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

• 5 questions were “Above” the norm

• 3 questions were “Similar to” the norm

• 2 questions were “Below” the norm

NORMATIVE DATANormative Data

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V. Significant Variationsin 2010

1. Preservation and protection of the environment 4.5%

2. Safety in parks at night 9.5%

3. Management of the county* 6.4%*2010 rating is better than 2004 and 2006

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VI. Post Survey Actions

Communication:– Present to CAPC– Provide results to Board of Supervisors– Present to Department Directors– Communicate to Employees– Post results to Internet/Intranet– Communicate to the Public

Action items will involve reviewing these results and addressing them for ongoing improvement.