2019 Quality of Life and Citizen Satisfaction Survey · Where possible, results are compared to...

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Krista Ring

Manager: Web, Research, and Projects

The City of Calgary

403-268-9963 | 403-988-9425

[email protected]

Contact:

2019 Quality of Life and

Citizen Satisfaction Survey

Report

November 12, 2019

2019 | Quality of Life and Citizen Satisfaction Survey

mailto:[email protected]

Table of Contents

2019 | Quality of Life and Citizen Satisfaction Survey 2

03 Methodology

14 Quality of Life

24 Issue Agenda

27 City Programs and Services

53 Taxation

04 Highlights

75 City Communications

79 City Reputation and Performance

89 Respondent Profile

65Contact with The City and Customer Service

Telephone survey conducted with a randomly selected sample of 2,502 Calgarians aged 18 years and older

between August 19th and September 16th, 2019.

Both landline (60%) and cell phone (40%) sample were used.

The average interview length was 32 minutes.

Final data were weighted to ensure the overall sample’s quadrant, ward, and age/gender composition reflects

that of the actual Calgary population aged 18 or older according to 2016 Municipal and Federal Census data.

The margin of error (MOE) for the total sample of 2,502 is ± 2.0 percentage points,19 times out of 20.

The margin of error by quadrant is as follows:

- Northeast: n=476 (MOE 4.5)

- Northwest: n=737 (MOE 3.6)

- Southeast: n=552 (MOE 4.2)

- Southwest: n=737 (MOE 3.6)

Where possible, results are compared to previous iterations of the Quality of Life and Citizen Satisfaction

survey.

One should note that the 2006 to 2016 iterations of the survey were conducted annually in the Fall. Starting in

2017, the survey has been conducted bi-annually, with a Spring and a Fall wave.

Given the time of year each survey is run – and possible seasonal differences – caution should be exercised

with comparing results from the 2019 Fall Citizen Satisfaction survey to 2019 Spring Pulse survey results.

Statistically significant changes from Fall 2018 to Fall 2019 and from Spring 2019 to Fall 2019 are noted:

- indicates number is significantly higher than Fall 2018/ Spring 2019

- indicates number is significantly lower than Fall 2018/ Spring 2019.

3

Methodology



4

Highlights


2019 Highlights

1. Perceptions about the quality of life in Calgary remain strong and are up from Spring 2019; however,

perceptions of a ‘worsened’ quality of life have statistically risen since Fall 2018.

2. “Infrastructure, traffic and roads” continues to dominate the issue agenda, although down from Fall 2018,

and “budget and spending”, “taxes” and the “economy” have gained prominence in 2019.

3. Three-quarters of residents are satisfied with the overall level and quality of City services and programs, yet

statistical decreases emerge for a number of specific services, most notably for property tax assessment,

downtown revitalization, City growth management, on-street bikeways, and City land use planning.

4. The top ranking services for which Calgarians want ‘more’ investment include affordable housing and social

services, followed by Calgary Transit, Calgary Police Services, road maintenance and repair, snow removal,

and traffic flow management.

5. The perceived value of property tax dollars is lower than in Fall 2018, but is up from Spring 2019, and for the

first time in Fall tracking, a preference for cutting services edges out support for increasing taxes.

6. Satisfaction with The City’s customer service delivery remains strong, but has declined since Fall 2018.

7. Overall satisfaction with the quality of information and communications remains solid, but is down from one

year ago, while a slim majority of Calgarians say they have access to ‘just the right amount of information’

from The City and a higher proportion than last year now say they have access to ‘too little’ information.

8. Results show an overall weakening of The City’s reputation, with favourability, trust, and advocacy

experiencing significant declines since Fall 2018.

9. Satisfaction with City Administration’s performance remains strong, but is notably down from one year ago,

while perceptions related to City Council’s performance are significantly lower than in Fall 2018.

10. Declines in perceptions of government transparency and opportunities for citizen input into decision-making

also emerge in Fall 2019.


KEY FINDINGS

Quality of Life

6

In Fall 2019, 83% of Calgarians say the quality of life in Calgary today is ‘good’,

statistically up from 79% in Spring 2019, yet remaining statistically lower than

Fall 2018 (86%).

Slightly less than one-half (44%) say the quality of life in Calgary has ‘stayed the

same’ in the past three years, significantly lower than 49% in Fall 2018, yet on

par with Spring 2019 (44%), while 40% say it has ‘worsened’, notably up from

29% in Fall 2018, yet consistent with 43% in Spring 2019.

Perceptions of an ‘improved’ quality of life (16%) remain statistically lower than in Fall 2018

(22%), but see a significant increase over Spring 2019 (13%).

Agreement that ‘Calgary is a great place to make a living’ remains moderate

(63%), but shows notable gains from Spring 2019 (57%), remaining notably

lower than Fall 2018 (71%).

Agreement that ‘Calgary is a great place to make a life’ (79%) also sees a

significant increase from Spring 2019 (75%), improving closer to Fall 2018 levels

(83%).

Three-quarters (76%) agree that ‘Calgary is on the right track to being a better

city 10 years from now’, statistically increased from Spring 2019 (68%), yet not

fully recovering to Fall 2018 levels (84%).

Eight-in-ten (82%) Calgarians continue to say they do or would feel safe walking

alone in their neighborhood after dark (consistent over the past five years).

In order to improve the quality of life in Calgary, ‘government/taxes’ is now the

top item, including ‘reducing taxes’ and ‘tax spending/City budget’.

Perceptions about

the quality of life

in Calgary have

increased since

Spring 2019, yet

remain lower than

in Fall 2018.


KEY FINDINGS

Issue Agenda

7

Respondents were asked on an unaided (open-ended) basis to identify the most

important issue facing their community.

In Fall 2019, 35% of Calgarians cite “infrastructure, traffic and roads” as an

important issue and while this continues to dominate the issue agenda, it is

statistically down 5 percentage points from Fall 2018 (40%).

Ranking second on the issue agenda is “transit” (17%), consistent with Fall 2018

(16%).

“Crime, safety and policing” follows in third place with 15% of Calgarians citing it

as an important issue (consistent with 14% in Fall 2018).

“Budget and spending” now ranks fourth on the issue agenda (11%), showing a

statistically significant increase of 7 percentage points from Fall 2018 (4%).

“Taxes” are noted as an important issue facing Calgary by 11% of citizens,

notably up from 8% in Fall 2018.

Mentions of the “economy” have also statistically risen from 5% in Fall 2018 to

8% in Fall 2019.

Next, 8% of Calgarians cite “education”, on par with 7% in Fall 2018, while 7%

point to each of “recreation” and to “environment and waste management”, both

consistent with Fall 2018.

“Infrastructure,

traffic and roads”

continues to

dominate the 2019

issue agenda and

“budget and

spending” has

increased in

prominence since

one year ago.


KEY FINDINGS

Satisfaction with City Services and Programs

8

Roughly three-quarters (74%) of Calgarians say they are satisfied with the overall level

and quality of services and programs provided by The City, consistent with 73% in

Spring 2019, yet remains statistically lower than 77% in Fall 2018.

The majority of Calgarians are satisfied with each of the 35 services and programs

assessed, with satisfaction at 90% or higher for 13 services and programs, and 80% to

89% for another 11 services.

The highest satisfaction ratings are for the Calgary Fire Department (98%), 9-1-1 (98%),

disaster planning and response (95%), and the quality of drinking water (95%), while the lowest

satisfaction ratings are for property tax assessment (64%) and on-street bikeways (60%).

Statistically significant increases from Fall 2018 are seen for satisfaction with snow

removal (75%, up 8 percentage points since Fall 2018) and for road maintenance (73%,

up 9 percentage points since Fall 2018).

Statistically significant decreases from Fall 2018 are seen for satisfaction with:

Property tax assessment (64%, down 13 percentage points since Fall 2018);

Downtown revitalization (77%, down 9 percentage points since Fall 2018);

City growth management (75%, down 7 percentage points since Fall 2018);

On-street bikeways (60%, down 7 percentage points since Fall 2018);

City land use planning (79%, down 5 percentage points since Fall 2018);

Social services for individuals such as seniors or youth (84%, down 4 percentage points since

Fall 2018);

City-operated recreation programs (89%, down 4 percentage points since Fall 2018);

Community services, such as support for community associations and not-for-profit groups

(89%, down 3 percentage points since Fall 2018);

City-operated recreation facilities (89%, down 3 percentage points since Fall 2018); and,

Business licenses and inspections (88%, down 3 percentage points since Fall 2018).

Overall

satisfaction with

the level and

quality of city

services and

programs is solid

and consistent

with Spring 2019,

yet remains lower

than in Fall 2018.


KEY FINDINGS

Importance vs. Satisfaction Analysis

9

When evaluating the level of importance of City services and programs against

residents’ satisfaction with the services and programs, the analysis identifies primary

strengths and weaknesses.

Primary Strengths:

Fire Department;

Calgary 9-1-1;

Quality of drinking water;

Calgary Police Service;

Parks, playgrounds and open spaces;

Disaster planning and response;

Calgary’s pathway system;

Spring road cleaning;

311 service;

Garbage collection;

Blue Cart recycling;

Recreation facilities; and,

Community services.

Primary strengths

of The City’s

services and

programs rest

with emergency

services.

Primary

weaknesses are

more varied,

including tax

assessment,

affordable

housing and

services related to

roads and

transportation.


Primary Weaknesses:

Property tax assessment;

Traffic flow management;

Affordable housing;

Road maintenance;

Snow removal;

City growth management;

Transportation planning;

Land use planning;

Calgary Transit;

Social services; and,

Roads and infrastructure.

KEY FINDINGS

Desired Investment

10

When asked if The City should invest more, less or the same amount in specific

services and programs, one-half or more Calgarians say The City should invest

more in:

Affordable housing (63%, on par with 61% in Fall 2018);

Social services for individuals such as seniors or youth (62%, statistically consistent with

60% in Fall 2018);

Calgary Transit (56%, significantly down from 61% in Fall 2018);

Calgary Police Service (54%, similar to 56% in Fall 2018);

Road maintenance, including pothole repairs (54%, notably down from 64% in Fall 2018);

Snow removal (52%, statistically down from 64% in Fall 2018); and,

Traffic flow management (51%, significantly down from 59% in Fall 2018).

Notable increases in desired investment are seen for:

Property tax assessment (27% ‘invest more’, up 9 percentage points since Fall 2018);

City-operated recreation programs (37% ‘invest more’, up 7 percentage points since Fall

2018);

City land use planning (34% ‘invest more’, up 6 percentage points since Fall 2018);

City-operated recreation facilities (42% ‘invest more’, up 5 percentage points since Fall

2018);

City growth management (40% ‘invest more’, up 5 percentage points since Fall 2018);

Downtown revitalization (36% ‘invest more’, up 5 percentage points since Fall 2018);

Community services, such as support for community associations and not-for-profit groups

(35% ‘invest more’, up 5 percentage points since Fall 2018);

Business licenses and inspections (24% ‘invest more’, up 5 percentage points since Fall

2018); and,

311 services (21% ‘invest more’, up 5 percentage points since Fall 2018).

Affordable

housing and

social services are

the most desired

areas for

increased

investment.


KEY FINDINGS

Taxation

11

More than one-half (54%) of Calgarians give The City a ‘good value’ rating for

the value of their property tax dollars, statistically higher than 48% in Spring

2019, yet significantly lower than 59% in Fall 2018.

In Calgarians’ own words, ‘value’ related to municipal services is defined as “good quality

services” (51%), “appropriate spending” (49%), “good customer service” (12%),

accessible and convenient services (10%), the “provision of specific services” (9%), and

government “transparency” (3%).

Calgarians are fairly split with respect to supporting tax increases to maintain or

expand services (44%, consistent with 41% in Spring 2019, but notably lower

than 52% in Fall 2018) versus supporting service cuts to maintain or reduce

taxes (50%, statistically down from 53% in Spring 2019, remaining significantly

higher than 43% in Fall 2018).

For the first time in Fall survey tracking, a preference for service cuts over tax increases

emerges.

Just over one-half (57%) of Calgarians report being knowledgeable about how

tax dollars are spent, identical to Spring 2019, yet remaining statistically lower

than 60% in Fall 2018.

Interest in knowing how property tax dollars are invested remains strong.

In Fall 2019, 94% agree that they are ‘interested in knowing how their property tax dollars

are invested in various City services’, on par with 93% in Spring 2019 and identical to 94%

in Fall 2018.

Further, 55% agree ‘The City does a good job of providing citizens with information about

how their property tax dollars are invested in various City services’, similar to 52% in

Spring 2019 and significantly lower than 60% in Fall 2018.

The perceived

value of property

tax dollars

experiences

positive

momentum since

Spring 2019, not

yet recovering to

Fall 2018 levels.


KEY FINDINGS

Customer Service and Communications

12

Slightly more than six-in-ten (62%) Calgarians have contacted The City of Calgary

within the past 12 months, significantly up from 53% in Spring 2019, yet consistent with

65% in Fall 2018.

Among those who contacted or dealt with The City in the past 12 months, 74% are

satisfied with the overall level and quality of customer service provided by The City of

Calgary, statistically down from 78% in Fall 2018.

Ratings for the ‘quality of customer service from The City is consistently high’ (81%)

have increased since Spring 2019 (77%), similar to levels in Fall 2018 (83%). Ratings

have also increased for citizens feeling that ‘The City of Calgary makes customer

service a priority’ (79%, statistically up from 75% in Spring 2019, yet remaining slightly

lower than 82% in Fall 2018).

Among those who contacted or dealt with The City in the past 12 months, 65% have

contacted The City via phone.

In addition, 24% contacted The City using the Internet (using The City’s website, using the 311

website or using the 311 App), and 6% contacted The City by visiting a City office or facility.

Perceptions about

The City’s customer

service delivery

remain positive,

seeing certain

declines since Fall

2018.

In Fall 2019, 75% of Calgarians are satisfied with the overall quality of City information

and communications (statistically down 5 percentage points from 80% in Fall 2018).

Currently, 54% of Calgarians say they have access to ‘just the right amount’ of

information from The City (statistically on par with 57% in Fall 2018), while 44% say they

have access to ‘too little’ information (a significant 3 percentage point increase from

41% in Fall 2018).

More than seven-in-ten (72%) Calgarians report that The City communicates well with

citizens about its services, programs, policies and plans, similar to 71% in Spring 2019

(not asked in Fall 2018).

Overall satisfaction

with the quality of

City information

and communica-

tions remains

strong but has

declined from Fall

2018, while

perceptions of

having access to

the ‘right’ amount

of information

remains stable.


KEY FINDINGS

City Reputation and Performance

13

One-half (50%) Calgarians have a favourable impression of The City, identical to

Spring 2019 (50%), yet significantly lower than 68% in Fall 2018.

While overall trust (52%) is identical with Spring 2019 (52%), trust ratings remain

notably lower than 60% in Fall 2018.

Distrust (23%) of The City remains consistent with Spring 2019 (24%) and is statistically

higher than 14% in Fall 2018.

One-quarter (24%) of Calgarians are advocates of The City, significantly down 10

percentage points since Fall 2018 (34%), while 19% are critics, up 7 percentage

points since Fall 2018 (12%).

Results highlight an

overall weakening

of The City’s

reputation, with

both favourability,

trust, and advocacy

realizing significant

decreases since

last year.

Seven-in-ten citizens (70%) are satisfied with the way Council and Administration

are running The City, showing a notable decrease since Fall 2018 (79%).

Almost eight-in-ten (79%) citizens are satisfied with City Administration’s performance

(down significantly by 5 percentage points from Fall 2018) which drops to 55% for City

Council (statistically down 15 percentage points from Fall 2018).

Two-thirds (66%) of Calgarians believe that ‘City Council and City Administration work

collaboratively to make the best possible decisions for the future of Calgary’, significantly

down 8 percentage points since Fall 2018 (74%).

While 71% of Calgarians agree that ‘The City of Calgary practices open and

accessible government, this has statistically declined 7 percentage points since

Fall 2018. Declines also emerge for citizens agreeing that ‘The City allows

citizens to have meaningful input into decision-making’ (60%, notably down 7

percentage points from Fall 2018), and ‘The City uses input from Calgarians in

decision-making about City projects and services (65%, statistically down from

70% in Fall 2018).

Satisfaction with

City Council’s

performance has

decreased over the

past year, and

declines in

perceptions of

municipal

government

transparency and

opportunities for

citizen input

emerge in Fall 2019.



14

Quality of Life


Overall Quality of Life in Calgary


7%

14%

37%

25%

6%

6%

2%

1%

1%

1%

On a scale of “1” to “10” where “1” represents “very poor” and “10” represents “very good,” how would you rate the overall quality of life in the city of Calgary today?

Base: Valid respondents (n=2,498)

Very good – 10

9

8

7

6

5

4

3

2

Very poor – 1

Good:83%

Poor:5%

Good:

Fall 2019: 83%

Spring 2019: 79%

Fall 2018: 86%

Spring 2018: 82%

Fall 2017: 85%

Spring 2017: 83%

2016: 83%

2015: 86%

2014: 87%

2013: 88%

2012: 88%

2011: 83%

2010: 78%

2009: 76%

2008: 69%

2007: 67%

15

Statistically higher than Spring 2019

Statistically lower than Spring 2019

Perceived Change in the Quality of Life


And, do you feel that the quality of life in the city of Calgary in the past three years has ...?

Base: Valid respondents

61%58%

47%

41%

26%

18% 17%20%

25%

37%40%

35% 34%

29%43%

40%27%

30%

39%41%

48%52%

47%49% 49%

45% 44% 45%48% 49%

44% 44%

12% 12%14%

18%

26%

30%

35%31%

26%

18%16%

20%18%

22%

13%16%

2007(n=978)

2008(n=987)

2009(n=991)

2010(n=988)

2011(n=987)

2012(n=987)

2013(n=994)

2014(n=2,419)

2015(n=2,417)

2016(n=2,479)

Spring2017

(n=2,484)

Fall 2017(n=2,484)

Spring2018

(n=2,076)

Fall 2018(n=2,482)

Spring2019

(n=2,480)

Fall 2019(n=2,483)

Worsened

Stayed the same

Improved

16



26%9%9%

22%6%

4%17%

8%3%

15%4%

3%3%

2%12%

6%3%

7%3%3%3%3%3%

2%16%

Government [NET] +7

Reduce taxes +1

Tax spending/ City budget +4

Transportation [NET] -5

Improvement/ maintenance of existing roads -4

Better traffic management -2

Homelessness, Poverty and Affordable Housing -3

Improve job creation/ employment -1

Expand affordable housing/ rent -1

Recreation and Community Services [NET] -6

Building of community centres/ recreation facilities -

Parks/ green space improvement -1

Availability of (free) programs/ activities/ services -1

Engage in community events/ activities -2

Transit [NET] -3

Improve public transportation (unspecified) -4

More access to buses/ transit/ trains -2

Crime, Safety and Policing [NET] -4

Control crime and safety -2

More policing/ patrolling -2

Health [NET] -1

Environment [NET] -1

Education [NET] -

Growth & Planning [NET] -1

Nothing -1

Actions to Improve the Quality of Life


Thinking about all of the different things that contribute to the quality of life in Calgary, what specific actions do you think The City of Calgary could take to improve the quality of life?

Base: Valid respondents (n=2,331) NET mentions of <2% are not shown

Multiple Responses

17

% Change Fall 2018 – Fall 2019

Statistically higher than Fall 2018

Statistically lower than Fall 2018

Note: A “NET” is a combination of 2 or more mentions that

cover a specific theme

Sustainability: Connectedness


Next, I’m going to read you a series of statements that some people have said about life in Calgary. Please indicate whether you agree or disagree with each statement using a scale from 1 to 10, where “1” is “completely disagree” and “10” is “completely agree.”

Base: Valid respondents (Bases vary)

43%

43%

43%

45%

43%

42%

33%

34%

32%

34%

31%

30%

7%

6%

5%

6%

6%

6%

44%

46%

46%

45%

47%

49%

52%

52%

53%

54%

55%

56%

24%

24%

25%

24%

24%

24%

9%

8%

8%

7%

7%

6%

10%

9%

10%

9%

10%

10%

28%

28%

28%

29%

28%

29%

4%

3%

3%

3%

3%

3%

5%

5%

5%

3%

4%

4%

41%

42%

42%

41%

42%

41%

2019

2018

2017

2016

2015

2014

2019

2018

2017

2016

2015

2014

2019

2018

2017

2016

2015

2014

Completely Agree (10) Agree (9, 8 or 7) Neutral (6 or 5) Disagree (4, 3, 2 or 1)

I am proud to be a Calgarian

I am proud to live in my neighbourhood

I am regularly involved in neighbourhood and local

community events

87%

89%

89%

90%

90%

91%

85%

86%

85%

88%

86%

86%

31%

30%

30%

30%

30%

30%

18

% Agree

All waves conducted in the Fall

Sustainability: Making a Life and Making a Living




Calgary is a great place to make a life

Calgary is a great place to make a living

20%

18%

23%

18%

21%

19%

20%

14%

10%

18%

12%

16%

14%

15%

59%

57%

60%

62%

61%

61%

62%

49%

47%

53%

54%

52%

54%

50%

14%

17%

13%

14%

13%

15%

13%

24%

26%

20%

23%

22%

21%

23%

7%

8%

4%

6%

5%

5%

5%

13%

17%

9%

11%

10%

11%

12%

Fall 2019

Spring 2019

Fall 2018

Spring 2018

Fall 2017

Spring 2017

2016

Fall 2019

Spring 2019

Fall 2018

Spring 2018

Fall 2017

Spring 2017

2016


79%

75%

83%

80%

82%

80%

82%

63%

57%

71%

66%

68%

68%

65%

19

% Agree



Sustainability: Inclusivity and Direction for the Future




20%

15%

19%

17%

18%

18%

21%

8%

8%

11%

9%

10%

9%

10%

55%

60%

60%

61%

61%

61%

60%

45%

45%

54%

52%

52%

55%

56%

16%

17%

15%

16%

15%

16%

14%

29%

26%

23%

23%

26%

24%

22%

9%

8%

6%

6%

6%

5%

5%

18%

21%

12%

16%

12%

12%

12%

Fall 2019

Spring 2019

Fall 2018

Spring 2018

Fall 2017

Spring 2017

2016

Fall 2019

Spring 2019

Fall 2018

Spring 2018

Fall 2017

Spring 2017

2016


The City of Calgary municipal government

fosters a city that is inclusive and

accepting of all

Calgary is moving in the right direction to ensure a

high quality of life for future generations

75%

75%

79%

78%

79%

79%

81%

53%

53%

65%

61%

62%

64%

66%

20

% Agree

21%

56%

16%

7%

25%

43%

20%

12%

30%

54%

11%

5%

30%

47%

16%

7%

28%

57%

11%

5%

28%

57%

10%

4%

Strongly agree

Somewhat agree

Somewhat disagree

Strongly disagree

Fall 2019 (n=2,485)Spring 2019 (n=2,496)Fall 2018 (n=2,485)Spring 2018 (n=2,094)Fall 2017 (n=2,489)Spring 2017 (n=2,488)

Calgary: On the Right Track to Being a Better City?


There are a wide array of challenges facing The City of Calgary today, but also many success stories. Please indicate whether you agree or disagree with the following statement about Calgary’s future: Calgary is on the right track to be a better city 10 years from now.


21



Agree:76%*

Agree:

Fall 2019: 76%*

Spring 2019: 68%

Fall 2018: 84%

Spring 2018: 77%

Fall 2017: 84%

Spring 2017: 85%

2016: 86%

2015: 88%

2014: 89%

2013: 90%

2012: 89%

2011: 86%

Disagree:24%*

*Rounding

39%

43%

13%

5%

Very safe

Reasonably safe

Somewhat unsafe

Very unsafe

Perceived Safety in Own Neighbourhood


How safe do you feel or would you feel walking alone in your neighbourhood after dark?


Safe: 82%

22

Unsafe:18%

Tracking Perceived Safety in Own Neighbourhood


74%70%

78% 77%81% 83% 85% 84% 83% 84%

81% 82% 82%

26%30%

22% 23%19% 17% 15% 16% 17% 16%

19% 18% 18%

2007(n=999)

2008(n=998)

2009(n=999)

2010(n=993)

2011(n=1,000)

2012(n=999)

2013(n=998)

2014(n=2,446)

2015(n=2,450)

2016(n=2,494)

2017(n=2,495)

2018(n=2,496)

2019(n=2,497)

Safe

Unsafe

How safe do you feel or would you feel walking alone in your neighbourhood after dark?


23



Issue Agenda


Infrastructure, Traffic & Roads [NET] -5

Traffic congestion -2

Road conditions +1

Infrastructure maintenance +1

(Lack of) snow removal -3

Roads (unspecified) -3

Too much/poorly planned/delayed road construction +1

Transit [NET] +1

Public Transportation (incl. buses/ C-train/ poor service) +1

Transportation (unspecified) -3

Transit system improvements +6

Crime, Safety & Policing [NET] +1

Breaking and entering/gangs/drugs +2

Public safety +1

Budget & Spending [NET] +7

Taxes [NET] +3

Economy [NET] +3

Education +1

Recreation [NET] -2

Environment and Waste Management [NET] -

Growth and Planning [NET] +1

Homelessness, Poverty & Affordable Housing [NET] -1

Healthcare +2

None -5

24%

5%

4%

5%

3%

4%

3%

12%

6%

4%

4%

10%

6%

4%

8%

8%

6%

5%

4%

4%

35%

7%

7%

6%

5%

5%

5%

17%

8%

6%

6%

15%

9%

6%

11%

11%

8%

8%

7%

7%

5%

4%

4%

11%

First Mention Other Mentions

5%

11%

Issue Agenda


In your view, as a resident of the city of Calgary, what is the most important issue facing your community, that is, the one issue you feel should receive the greatest attention from your local leaders? Are there any other important local issues?


NET mentions of <4% are not shown

Multiple Responses

25

% Change Fall 2018 – Fall 2019



5%



25%

34%

26%

29%

27%

35%

26%25%

29%

26%

30%29%

22%

24%

16%15%

19%18%

14%

18%

16%

14% 14%13% 13%

12%

9%

12%16%

12%

11%

13%

8% 8%

8%

10%

8%9%

7%9%

8%

10%

3% 3%4%

2%

3% 3%4%

6%5% 6% 7%

5%

17%

8%

2009(n=919)

2010(n=900)

2011(n=908)

2012(n=896)

2013(n=878)

2014(n=2,176)

2015(n=2,395)

2016(n=2,449)

Spring2017

(n=2,454)

Fall 2017(n=2,431)

Spring2018

(n=2,066)

Fall 2018(n=2,450)

Spring2019

(n=2,433)

Fall 2019(n=2,421)

Infrastructure, Traffic & RoadsTransitCrime, Safety & PolicingTaxes

Tracking Most Important Issue Facing Calgary


In your view, as a resident of the city of Calgary, what is the most important issue facing your community, that is, the one issue you feel should receive the greatest attention from your local leaders?


First Mention Only

26




City Programs and Services


Satisfaction with the Overall Level and Quality of City Services and Programs


On a scale from “1” to “10” where “1” represents “not at all satisfied” and “10” represents “very satisfied,” how satisfied are you with the overall level and quality of services and programs provided by The City of Calgary?


11%

10%

27%

26%

11%

8%

3%

2%

1%

1%

Satisfied:74%

Not Satisfied:7%

Very satisfied – 10

9

8

7

6

5

4

3

2

Not at all satisfied – 1

Satisfied:

Fall 2019: 74%

Spring 2019: 73%

Fall 2018: 77%

Spring 2018: 76%

Fall 2017: 79%

Spring 2017: 76%

2016: 79%

2015: 80%

2014: 79%

2013: 84%

2012: 81%

2011: 75%

2010: 71%

2009: 68%

2008: 64%

2007: 64%

28

Importance of City Programs and Services


I am going to read a list of programs and services provided to you by The City of Calgary. Please tell me how important each one is to you.


Calgary Fire Department

9-1-1

The quality of drinking water

Calgary Police Service

Residential garbage collection service

Snow removal

Road maintenance including pothole

repairs

Calgary's parks, playgrounds and other

open spaces

City operated roads and infrastructure

Social services for individuals such as

seniors or youth

Traffic flow management

Disaster planning and response

Change Fall 2018 – Fall 2019

95%

97%

95%

94%

80%

75%

67%

78%

76%

76%

72%

67%

4%

4%

5%

18%

23%

31%

20%

21%

21%

23%

28%

100%

99%

99%

99%

98%

98%

98%

97%

97%*

97%

96%*

95%

Very important Somewhat important

% Important

-

-1%

-

-

-

+1%

-1%

-1%

-2%

-

-1%

-1%

29


Statistically lower than Fall 2018*Rounding

Importance of City Programs and Services (continued)




Transportation planning

Affordable housing for low-income

families

Property tax assessment

Calgary's pathway system

City operated recreation FACILITIES -

pools, leisure centres, and golf courses

City land use planning

City growth management

Spring road cleaning

Residential Blue Cart recycling

311 service

Calgary Transit/ bus and C-Train service

-2%

-1%

-

+1%

+2%

-

-

-3%

-2%

-

-3%

30


72%

68%

68%

63%

61%

61%

60%

45%

64%

62%

71%

24%

26%

26%

30%

32%

32%

33%

47%

27%

29%

19%

95%*

93%*

93%

93%

93%

93%

93%

92%

91%

91%

90%




% Important

Importance of City Programs and Services (continued)



Base: Valid respondents (Bases vary) I **New item in Fall 2019

% Important

Community services such as support for

community associations and not for profit groups

Development and building inspections and

permits

City operated recreation PROGRAMS such as

swimming lessons

Protection from river flooding

Business licenses and inspections

Residential Green Cart service**

Support for arts and culture including festivals

City of Calgary website

Downtown revitalization

Bylaw services for things such as noise

complaints, fire pits and weeds

Animal control services for stray animals and pet

licensing

On-street bikeways

31


46%

56%

55%

57%

52%

51%

38%

43%

42%

30%

31%

27%

44%

30%

32%

29%

34%

31%

42%

37%

37%

50%

46%

29%

90%

87%

87%*

86%

86%

82%

80%

79%*

79%

79%*

77%

56%


+1%

-1%

+3%

-2%

+1%

n/a

-1%

+1%

-1%

-3%

-5%

-1%



97%

95%

95%

94%

80%

97%

96%

95%

92%

82%

97%

96%

95%

94%

84%

97%

95%

96%

94%

85%

97%

95%

95%

94%

86%

Fall 2019Fall 2018Fall 2017Fall 2016Fall 2015

Tracking Importance of City Programs and Services


9-1-1







% Very Important

-

-1%

-

+2%

-2%

32


78%

76%

76%

75%

72%

75%

82%

76%

82%

80%

75%

82%

77%

78%

78%

77%

81%

76%

77%

79%

76%

82%

75%

77%

80%

Fall 2019

Fall 2018

Fall 2017

Fall 2016

Fall 2015

Tracking Importance of City Programs and Services (continued)




% Very Important

Calgary's parks, playgrounds and

other open spaces


Social services for individuals such

as seniors or youth

Snow removal


+3%

-6%

-

-7%

-8%

33




72%

71%

68%

68%

67%

77%

78%

69%

61%

78%

77%

78%

67%

60%

74%

80%

79%

71%

61%

72%

82%

81%

69%

60%

74%

Fall 2019

Fall 2018

Fall 2017

Fall 2016

Fall 2015






Calgary Transit including bus and

CTrain service

Affordable housing for low-income

families


Road maintenance including pothole

repairs

-5%

-7%

-1%

+7%

-11%

34

% Very ImportantChange

Fall 2018 – Fall 2019



67%

64%

63%

62%

61%

72%

68%

56%

54%

58%

73%

66%

57%

54%

55%

74%

70%

58%

50%

57%

77%

72%

58%

52%

58%

Fall 2019

Fall 2018

Fall 2017

Fall 2016

Fall 2015








311 service


-5%

-4%

+7%

+8%

+3%

35


Fall 2018 – Fall 2019



61%

60%

57%

56%

55%

55%

58%

62%

53%

51%

55%

58%

62%

55%

52%

58%

61%

60%

54%

54%

55%

63%

60%

56%

52%

Fall 2019

Fall 2018

Fall 2017

Fall 2016

Fall 2015





City-operated recreation FACILITIES such as





permits


swimming lessons

+6%

+2%

-5%

+3%

+4%

36


Fall 2018 – Fall 2019



52%

51%

46%

45%

43%

46%

44%

57%

36%

47%

41%

50%

36%

48%

43%

49%

33%

46%

42%

53%

35%

Fall 2019

Fall 2018

Fall 2017

Fall 2016

Fall 2015

+6%

n/a

+2%

-12%

+7%




Base: Valid respondents (Bases vary) I **New item in Fall 2019







37

% Very Important

Not asked prior to 2019




42%

38%

31%

30%

27%

36%

38%

40%

37%

26%

33%

38%

40%

40%

25%

32%

39%

40%

35%

25%

32%

40%

41%

36%

25%

Fall 2019

Fall 2018

Fall 2017

Fall 2016

Fall 2015

+6%

-

-9%

-7%

+1%






Support for arts and culture including

festivals

Animal control services for stray

animals and pet licensing

Bylaw services for things such as

noise complaints, fire pits and weeds

On-street bikeways

38

Change Fall 2018 – Fall 2019% Very Important



Satisfaction with City Programs and Services


I am going to read a list of programs and services provided to you by The City of Calgary. Pleasetell me how satisfied you are with the job The City is doing in providing that program or service. Base: Valid respondents (Bases vary)

% Satisfied


9-1-1



311 service

Calgary's parks, playgrounds/ open spaces


Animal control (stray animals/ pet licensing)





80%

78%

73%

45%

51%

49%

48%

44%

41%

57%

45%

60%

18%

20%

23%

51%

42%

44%

45%

48%

52%

36%

47%

30%

98%

98%

95%*

95%*

93%

93%*

93%

93%

93%

92%*

92%

90%

Very satisfied Somewhat satisfied

-1%

-

-

+1%

-1%

-2%

-2%

+1%

+2%

-

+2%

+2%

39




*Rounding

Satisfaction with City Programs and Services (continued)


I am going to read a list of programs and services provided to you by The City of Calgary. Please tell me how satisfied you are with the job The City is doing in providing that program or service. Base: Valid respondents (Bases vary) I **New item in Fall 2019

% Satisfied


City operated recreation FACILITIES such as



swimming lessons


community associations and not for profit

groups






permits




-1%

-3%

-4%

-3%

-3%

n/a

+1%

-3%

-3%

-1%

+2%

40


60%

35%

33%

21%

24%

54%

36%

22%

36%

29%

23%

29%

53%

57%

68%

65%

33%

52%

65%

50%

56%

61%

90%*

89%

89%*

89%*

88%*

87%

87%*

87%

86%

85%

84%




*Rounding

Satisfaction with City Programs and Services (continued)


I am going to read a list of programs and services provided to you by The City of Calgary. Please tell me how satisfied you are with the job The City is doing in providing that program or service. Base: Valid respondents (Bases vary)

Social services for individuals such as seniors

or youth

Calgary Transit including bus and CTrain

service




Snow removal


Road maintenance including pothole repairs


Affordable housing for low-income families


On-street bikeways

-4%

-2%

-5%

-2%

-9%

+8%

-7%

+9%

+1%

-3%

-13%

-7%

41

Change Fall 2018 – Fall 2019% Satisfied

19%

27%

17%

18%

17%

24%

15%

20%

17%

14%

14%

19%

65%

53%

62%

59%

61%

51%

60%

54%

52%

55%

50%

42%

84%

79%*

79%

77%

77%*

75%

75%

73%*

69%

69%

64%

60%*




*Rounding

Tracking Satisfaction with City Programs and Services


% Very Satisfied


80%

78%

73%

60%

60%

83%

75%

71%

56%

59%

85%

78%

71%

63%

64%

84%

78%

72%

72%

63%

85%

77%

75%

74%

65%



9-1-1




-3%

+3%

+2%

+4%

+1%

42


57%

54%

51%

49%

48%

56%

51%

53%

49%

55%

53%

52%

50%

62%

52%

54%

53%

62%

53%

54%

50%

Fall 2019

Fall 2018

Fall 2017

Fall 2016

Fall 2015

Tracking Satisfaction with City Programs and Services (continued)


I am going to read a list of programs and services provided to you by The City of Calgary. Please tell me how satisfied you are with the job The City is doing in providing that program or service. Base: Valid respondents (Bases vary) I **New item in Fall 2019



311 service

Calgary's parks, playgrounds and

other open spaces


+1%

n/a

-

-4%

-1%

% Very Satisfied

43

Not asked prior to 2019


45%

45%

44%

41%

36%

43%

42%

42%

39%

34%

44%

46%

41%

38%

33%

49%

46%

42%

38%

34%

50%

43%

42%

33%

34%







Animal control services for stray animals

and pet licensing



+2%

+3%

+2%

+2%

+2%

44

% Very Satisfied Change Fall 2018 – Fall 2019

36%

35%

33%

29%

27%

31%

36%

40%

34%

29%

30%

41%

38%

32%

31%

33%

41%

39%

36%

31%

31%

41%

40%

37%

28%










swimming lessons


Calgary Transit including bus and CTrain service

+5%

-1%

-7%

-5%

-2%

45

% Very SatisfiedChange

Fall 2018 – Fall 2019



24%

24%

23%

22%

21%

30%

20%

22%

29%

28%

29%

28%

24%

27%

26%

30%

30%

24%

28%

26%

30%

27%

23%

28%

28%

Fall 2019

Fall 2018

Fall 2017

Fall 2016

Fall 2015





Snow removal



permits


community associations and not for profit

groups

-6%

+4%

+1%

-7%

-7%

46


Fall 2018 – Fall 2019



20%

19%

19%

18%

17%

17%

23%

21%

20%

22%

22%

23%

19%

20%

21%

25%

23%

22%

20%

25%

23%

25%

18%

18%

25%

Fall 2019

Fall 2018

Fall 2017

Fall 2016

Fall 2015





Social services for individuals such as

seniors or youth

On-street bikeways



+3%

-4%

-2%

-2%

-5%

47


Fall 2018 – Fall 2019



17%

17%

15%

14%

14%

19%

15%

19%

19%

14%

19%

15%

18%

21%

13%

20%

15%

19%

19%

14%

19%

14%

18%

23%

13%

Fall 2019

Fall 2018

Fall 2017

Fall 2016

Fall 2015

% Very Satisfied









-2%

+2%

-4%

-5%

-

48




Importance vs. Satisfaction Grid


75%

90%

63% 85%

Green Cart Recycling

Satisfaction

Imp

ort

an

ce

Primary Weakness Primary Strength

Secondary StrengthSecondary Weakness

“On-street bikeways” is plotted at (60% satisfaction, 56% importance) and is not illustrated on this graph.

Fire Department9-1-1

Police Service

Quality of Drinking Water

Garbage Collection

Road Maintenance

Parks, Playgrounds & Open SpacesSocial Services and Roads and Infrastructure

Snow Removal

Traffic Flow Management

Transportation Planning

Calgary Transit

Affordable HousingProperty Tax

AssessmentBlue Cart Recycling

Calgary's Pathway System

Spring Road Cleaning

Land Use Planning

City Growth Management

Recreation Facilities

311 Service

Development and Building Inspections & Permits

Protection from River Flooding

Community Services

Recreation Programs

Business Licenses & Inspection

Bylaw Services

Animal Control Services

Support for Arts & Culture

City of Calgary Website

Downtown Revitalization

49

Disaster Planning & Response

Investment in City Programs and Services


I am going to read a list of programs and services provided to you by The City of Calgary. Please tell me if you think The City should invest more, less or the same amount on the program or service. Base: Valid respondents (Bases vary)

63%

62%

56%

54%

54%

52%

51%

50%

46%

44%

42%

31%

35%

39%

42%

44%

45%

45%

43%

49%

55%

51%

6%

3%

5%

3%

3%

4%

6%

5%

7%

More Same Less

Invest More

50



Social services for individuals such as seniors

or youth

Calgary Transit including bus and CTrain

service



Snow removal







+2%

+2%

-5%

-2%

-10%

-12%

-8%

-5%

-10%

+1%

+5%



Investment in City Programs and Services(continued)


I am going to read a list of programs and services provided to you by The City of Calgary. Please tell me if you think The City should invest more, less or the same amount on the program or service. Base: Valid respondents (Bases vary)

51

Invest More


Calgary's parks, playgrounds/ open spaces



swimming lessons




9-1-1






Development and building inspections and permits

+4%

+5%

+7%

+5%

+5%

-6%

+6%

+3%

-7%

-6%

+9%

+4%

41%

40%

37%

36%

35%

34%

34%

32%

27%

27%

27%

26%

55%

48%

55%

45%

54%

66%

57%

61%

63%

72%

54%

66%

4%

11%

8%

19%

10%

9%

7%

10%

19%

8%

More Same Less



24%

24%

23%

23%

21%

19%

19%

18%

17%

16%

13%

11%

52%

68%

71%

34%

73%

75%

70%

75%

70%

65%

70%

67%

24%

8%

5%

43%

7%

7%

11%

8%

13%

19%

17%

21%

More Same Less

Investment in City Programs and Services(continued)


I am going to read a list of programs and services provided to you by The City of Calgary. Please tell me if you think The City should invest more, less or the same amount on the program or service. Base: Valid respondents (Bases vary) I **New item in Fall 2019

-1%

+5%

-11%

+2%

+5%

-3%

+2%

-12%

-

-6%

-3%

n/a




On-street bikeways

311 service







Animal control services for stray animals and

pet licensing


52

Invest More





Taxation


7%

50%

32%

11%

Very knowledgeable

Somewhatknowledgeable

Not veryknowledgeable

Not at allknowledgeable

Knowledge Levels of Tax Dollar Spending


Thinking about how The City of Calgary government is run, and what services it provides, would you say you are very, somewhat, not very, or not at all knowledgeable about how City tax dollars are spent?


Knowledgeable:

Fall 2019: 57%

Spring 2019: 57%

Fall 2018: 60%

Spring 2018: 59%

Fall 2017: 2017: 59%

Spring 2017: 59%

2016: 57%

2015: 57%

2014: 61%

2013: 62%

2012: 60%

2011: 59%

2010: 60%

2009: 63%

2008: 59%

2007: 60%

Not Knowledgeable:

43%

54

Knowledgeable: 57%

Perceived Value of Property Taxes


Your property tax dollars are divided between The City and the Province. In Calgary, approximately half of your property tax bill goes to The City to fund municipal services. Considering the services provided by The City, please rate the value you feel you receive from your municipal property tax dollars using a scale of 1 to 10 where “1” represents “very poor value” and “10” represents “very good value”.


4%

5%

18%

26%

17%

14%

6%

4%

2%

3%

Good Value:54%*

Poor Value:15%

Neutral:31%

Very good value – 10

9

8

7

6

5

4

3

2

Very poor value – 1

55

*Rounding

49%51%

58%62%

65% 65% 64% 63%

57%60%

53%

59%

48%

54%

34%36%

34%

29%27% 27% 27% 27%

33%29%

31%29%

33%31%

17%13%

9% 8% 9% 8% 9% 10% 10% 11%

16%12%

19%15%

2009(n=980)

2010(n=986)

2011(n=979)

2012(n=978)

2013(n=988)

2014(n=2,417)

2015(n=2,414)

2016(n=2,466)

Spring2017

(n=2,480)

Fall 2017(n=2,467)

Spring2018

(n=2,074)

Fall 2018(n=2,477)

Spring2019

(n=2,464)

Fall 2019(n=2,450)

Good Value

Neutral

Poor Value

Tracking Perceived Value of Property Taxes


Your property tax dollars are divided between The City and the Province. In Calgary, approximately half of your property tax bill goes to The City to fund municipal services. Considering the services provided by The City, please rate the value you feel you receive from your municipal property tax dollars using a scale of 1 to 10 where “1” represents “very poor value” and “10” represents “very good value”.


56



Balancing Taxation and Service Delivery Levels


Municipal property taxes are the primary way to pay for services and programs provided by The City of Calgary. Due to the increased cost of maintaining current service levels and infrastructure, The City must balance taxation and service delivery levels. To deal with this situation, which of the following four options would you most like The City to pursue?


18%

26%

32%

18%

7%

Increase taxes – to expand services

Increase taxes – to maintain services at current

levels

Cut services – to maintain current tax level

Cut services – to reduce taxes

None

Cut Services:50%

Increase Taxes:44%

57

19% 24%

27%

24%

26%

26%

25%19%

21% 21%

19%

22%

17% 18%

29%

31%

34% 34%33%

34% 34%

31%27%

28% 28%

31%

24%

26%

27%

27%

23%

26%28%

23%

25%

32%31%

29%30%

27%

29%

32%

13%

10%9%

7%

8%

10%

12%

14%

16%17% 17%

16%

24%

18%

2009(n=967)

2010(n=979)

2011(n=981)

2012(n=966)

2013(n=986)

2014(n=2,404)

2015(n=2,406)

2016(n=2,457)

Spring2017

(n=2,463)

Fall 2017(n=2,459)

Spring2018

(n=1,639)

Fall 2018(n=2,460)

Spring2019

(n=2,463)

Fall 2019(n=2,452)

Increase taxes to expand services

Increase taxes to maintain services

Cut services to maintain tax level

Cut services to reduce taxes

Tracking Balancing Taxation and Service Delivery Levels




58



48%

55%

61%59% 59% 60% 59%

49% 48%50%

48%

52%

41%44%

40%

37%

32%34% 35%

33%

36%

46% 47%45%

48%

43%

53%

50%

2009(n=967)

2010(n=979)

2011(n=981)

2012(n=966)

2013(n=986)

2014(n=2,404)

2015(n=2,406)

2016(n=2,457)

Spring2017

(n=2,463)

Fall 2017(n=2,459)

Spring2018

(n=1,639)

Fall 2018(n=2,460)

Spring2019

(n=2,463)

Fall 2019(n=2,452)

Increase taxes to maintain or expand services

Cut services to maintain or reduce taxes

Tracking Balancing Taxation and Service Delivery Levels: Increase Taxes versus Cut Services




59



Options for Increasing City Revenue


Should The City need to increase the amount of revenue it collects from citizens for new or emerging services, would you prefer The City to ...?


48%

39%

12%

49%

38%

13%

49%

37%

15%

48%

38%

13%

47%

35%

17%

2019 (n=2,297)

2018 (n=2,352)

2017 (n=2,365)

2016 (n=2,331)

2015 (n=2,295)

Expand existing user fees

Introduce new types of service fees

Increase property taxes

60


10%

44%

27%

18%

Property Tax Dollar Investment


Please indicate if you strongly agree, somewhat agree, somewhat disagree or strongly disagree with each of the following statements.

Base: Valid respondents (n=2,487 / n=2,465)

57%

37%

4%

2%

Agree:94%

Strongly agree

Somewhat agree

Somewhat disagree

Strongly disagree

I am interested in knowing how my property tax dollars are

invested in various City services

The City does a good job of providing citizens with information about how their property tax dollars are invested in various City services

Agree:55%*

Strongly agree

Somewhat agree

Somewhat disagree

Strongly disagree

Agree:

Fall 2019: 94%

Spring 2019: 93%

Fall 2018: 94%

Spring 2018: 93%

Fall 2017: 92%

Spring 2017: 92%

2016: 93%

2015: 93%

2014: 93%

Agree:

Fall 2019: 55%*

Spring 2019: 52%

Fall 2018: 60%

Spring 2018: 57%

Fall 2017: 60%

Spring 2017: 61%

2016: 63%

2015: 65%

2014: 67%

61

*Rounding

Definition of ‘Value for Taxpayer Dollars’


New Question in Fall 2019: When it comes to the services The City of Calgary provides, what does 'value' mean to you? In other words, if you say you're 'getting good value' for a service, what does that mean? Base: Valid respondents (n=2,502)

62

Multiple mentions allowed

NET mentions of <3%

are not shown



51%

17%

12%

9%

8%

4%

3%

49%

14%

14%

13%

11%

4%

3%

12%

3%

10%

8%

3%

9%

3%

3%

6%

Good Quality of Services [NET]

Good/ quality services

Meets every need

Satisfied/ happy with services

Quick/ prompt/ fast service

Effective/ works well

Complete/ all-inclusive service

Appropriate Spending [NET]

Low cost/ affordable

You get what you pay for

Appropriate spending of taxes

Job is being done efficiently

Good value (unspecified)

Getting reasonable return on investment

Good Customer Service [NET]

Helpful

Accessible/ Convenient Services [NET]

Accessible/ available services

Convenient/ easy to use

Provision of Specific Services [NET]

Transparency [NET]

Value is in what’s important to people

Don’t Know

Proposed Service Reductions


New Question in Fall 2019: Of all the services you know of that are provided by The City of Calgary, name up to three services that you would propose to have a service reduction in order to save costs. Base: Valid respondents (n=2,502)

63

NET mentions of <5%

are not shown




Waste Management [NET]

Blue Cart

Black Cart

Green Cart

Government Spending [NET]

Reduce Council/ staff wages

Reduce amount of staff

Budget control/ appropriate spending

Roads and Infrastructure Spending [NET]

Road maintenance and improvements

Arts Projects/ Activities

Recreation [NET]

Facilities/ hockey rinks/ sports fields

Maintenance of Parks and Pathways [NET]

Bicycle/ Scooter Lanes

Transit [NET]

Bylaw enforcement

Emergency Services [NET]

Community/ Social Services [NET]

Cleanliness of the city

Animal control/ licensing

Nothing

Don’t Know

17%

7%

7%

7%

15%

6%

5%

4%

15%

11%

14%

12%

8%

9%

8%

8%

7%

6%

6%

5%

5%

3%

21%

Proposed Service Increases


New Question in Fall 2019: Again, considering all the services that you know The City of Calgary provides, name up to three services that you would propose to spend more on to receive an increase in service.


36%

29%

18%

9%

32%

19%

12%

6%

4%

27%

17%

12%

11%

8%

8%

8%

6%

4%

7%

Emergency Services [NET]

More police presence

More Fire Department services

More ambulance services

Roads and Infrastructure [NET]

Road maintenance/ improvements

Snow removal

Infrastructure maintenance/ improvements

Traffic congestion/ control

Transit [NET]

Community/ Social Services [NET]

Recreation [NET]

Maintenance of Parks and Pathways [NET]

Homelessness/ Poverty/ Affordable Housing [NET]

Education

Healthcare

Waste Management [NET]

Nothing

Don’t Know

64



NET mentions of <5%

are not shown



Contact with The City and Customer Service


Past 12 Months Contact with The City of Calgary


Have you contacted The City of Calgary or dealt with The City or one of its employees in the last twelve months?


62%

41%

39%

38%

Yes [NET] (Contacted The City and/or Dealt with The City or a City

employee)

Contacted The City

Dealt with The City or a City employee

No

Multiple Responses

66

Tracking Past 12 Months Contact with The City of Calgary


67% 67% 68% 66%61%

69%65% 66% 66%

55%

65%

53%

62%

2009 (n=992)

2010(n=997)

2011(n=998)

2012(n=998)

2013(n=998)

2014(n=2,444)

2015(n=2,447)

2016(n=2,486)

Fall 2017(n=2,494)

Spring2018

(n=2,084)

Fall 2018(n=2,488)

Spring2019

(n=2,488)

Fall 2019(n=2,483)

Have you contacted The City of Calgary or one of its employees in the last twelve months?


% Yes

67



Satisfaction with the Overall Level and Quality of Customer Service


On a scale of 1 to 10 where “1” represents “not at all satisfied” and “10” represents “very satisfied”, how satisfied are you with the overall level and quality of customer service provided by The City of Calgary?

Base: Valid respondents who contacted or dealt with The City in the last twelve months (n=1,581)

21%

14%

23%

16%

6%

7%

3%

4%

2%

4%

Satisfied:74%

Not satisfied:13%

Very satisfied – 10

9

8

7

6

5

4

3

2

Not at all satisfied – 1

Satisfied:

2019: 74%

2018: 78%

2017: 78%

2016: 80%

2015: 80%

2014: 78%

68




65%

55%

10%

24%

14%

5%

4%

6%

3%

1%

Phone (NET)

By Calling 311

Phoning The City at another number

Internet (NET)

By internet, using The City's website

By using the 311 website

By using the 311 mobile app

By visiting a City office or facility

Via email

Through The City’s Twitter account

Type of Contact


When you contacted The City was it… ?

Base: Valid respondents who contacted The City in the last twelve months (n=1,075)

Change Fall 2018 - Fall 2019

+3%

+2%

+1%

+1%

+1%

-1%

+1%

-3%

-

-

69





Mentions of <1% are not shown

Tracking Type of Contact


52%

56% 57%59%

65%55%

46%

53% 54%

62%

53%

63%

55%

15%18%

13% 13%

7% 9%10% 12%

10%

7%

9% 8% 10%14% 12%13% 13%

15% 16% 17%20%

23%

14%

23%

17%

24%

11%

7%9% 9%

6%9%

11% 10%8%

9%

9%7%

6%

2009 (n=572)

2010 (n=571)

2011(n=577)

2012(n=575)

2013(n=552)

2014(n=1,687)

2015(n=1,597)

2016(n=1,080)

Fall 2017(n=1,084)

Spring2018

(n=778)

Fall 2018(n=1,126)

Spring2019

(n=928)

Fall 2019(n=1,075)

Calling 311


By Internet (City website, mobile app)

Visiting a City office or facility

When you contacted The City was it… ?

Base: 2016 to 2019: Valid respondents who contacted The City of Calgary in the last twelve months 2006 to 2015: Valid respondents who contacted or dealt with The City of Calgary in the last 12 months

70



64%

58%

6%

28%

13%

8%

5%

4%

4%

1%

Phone (NET)

By Calling 311


Internet (NET)





Via email


Preferred Method of Contact


New Question in Fall 2019: What is your preferred way of contacting The City?

Base: Valid respondents who contacted The City in the last twelve months (n=1,080)

71

Mentions of <1% not shown



65%

55%

10%

24%

14%

5%

4%

6%

3%

1%

64%

58%

6%

28%

13%

8%

5%

4%

4%

1%

Current method

Preferred method

PHONE (NET)

By Calling 311


INTERNET (NET)





Via email


Current vs. Preferred Method of Contact


When you contacted The City was it… ? / What is your preferred way of contacting The City?

Base: Valid respondents who contacted The City in the last twelve months (n=1,075/n=1,080)

72



5%

6%

7%

9%

6%

14%

15%

17%

19%

8%

19%

21%

24%

28%

City staff are courteous, helpful, and

knowledgeable

The quality of customer service from

The City is consistently high

The City of Calgary makes customer

service a priority

City staff are easy to get a hold of

when I need them

The City responds quickly to requests

and concerns

Attitudes Regarding Customer Service


Thinking about your personal dealings with The City of Calgary, your general impressions and anything you may have read, seen or heard, please tell me whether you agree or disagree with each of the following statements about The City?


44%

30%

26%

25%

21%

48%

51%

54%

52%

51%

92%

81%

79%*

76%*

72%

% Agree% Disagree

Strongly agree Somewhat agreeSomewhat disagree Strongly disagree

73

*Rounding



-1%

-2%

-3%

-1%

-3%


92%

81%

79%

76%

72%

77%

75%

69%

93%

83%

82%

77%

75%

79%

78%

71%

92%

84%

82%

77%

77%

Fall 2019Spring 2019Fall 2018Spring 2018Fall 2017

Tracking Attitudes Regarding Customer Service


Thinking about your personal dealings with The City of Calgary, your general impressions and anything you may have read, seen or heard, please tell me whether you agree or disagree with each of the following statements about The City? Base: Valid respondents (Bases vary)

City staff are courteous, helpful,

and knowledgeable

The quality of customer service

from the city is consistently high

The City of Calgary makes

customer service a priority

City staff are easy to get a hold of

when I need them

The City responds quickly to

requests and concerns

% Agree

74

Not asked

Not asked

Not asked

Not asked




City Communications


18%

57%

21%

4%

15%

58%

22%

5%

22%

58%

16%

4%

17%

57%

20%

5%

18%

65%

13%

3%

17%

58%

21%

4%

Fall 2019 (n=2,492)

Spring 2019 (n=2,498)

Fall 2018 (n=2,490)

Spring 2018 (n=2,096)

Fall 2017 (n=2,482)

Spring 2017 (n=2,497)

Satisfaction with the Overall Quality of City Information and Communications


And how satisfied are you with the overall quality of City information and communications?


Very satisfied

Somewhat satisfied

Not very satisfied

Not at all satisfied

76

Satisfied:

Fall 2019: 75%

Spring 2019: 72%

Fall 2018: 80%

Spring 2018: 74%

Fall 2017: 84%

Spring 2017: 75%

2016: 85%

2015: 82%

2014: 83%

2013: 87%

2012: 84%

2011: 83%

2010: 75%

2009: 76%

Satisfied:75%

Not satisfied:25%



56% 57%

65% 65%69%

57%55% 54%

48%

51% 51%

57%54%

40% 39%

33% 33%30%

41%43% 44%

50%

47% 47%

41%44%

4% 3% 2% 2% 1% 2% 2% 2% 1% 2% 2% 2% 2%

2009(n=985)

2010(n=986)

2011(n=992)

2012(n=985)

2013(n=990)

2014(n=2,431)

2015(n=2,440)

2016(n=2,487)

Spring2017

(n=2,491)

Fall 2017(n=2,474)

Spring2018

(n=2,091)

Fall 2018(n=2,470)

Fall 2019(n=2,470)

Just the right amount

Too little

Too much

Amount of Accessible Information


In your opinion, do you currently have access to [prior to Spring 2018: receive] too much, too little, or just the right amount of information from The City?


77



Not asked in Spring 2019

13%

59%

21%

6%

13%

58%

22%

7%

15%

59%

20%

6%

Very good

Good

Poor

Very poor Fall 2019 (n=2,486)

Spring 2019 (n=2,491)

Spring 2018 (n=2,495)

Overall Communications from The City

Overall, how would you rate The City of Calgary in terms of how well it communicates with citizens about its services, programs, policies and plans in the past 6 months?


% Good:

Fall 2019: 72%Spring 2019: 71%

Fall 2018: Not askedSpring 2018: 74%

Not asked in Fall

2018. Not asked prior

to Spring 2018.

78

% Poor:

Fall 2019: 28%*Spring 2019: 29%Spring 2018: 26%


*Rounding


City Reputation and Performance



Taking into account all of the things which you think are important, how favourable or unfavourable is your overall opinion or impression of The City of Calgary?


*Rounding

80

Favourability

13%

38%

34%

11%

5%

13%

38%

32%

12%

6%

24%

44%

26%

4%

2%

19%

45%

27%

6%

3%

20%

45%

28%

6%

2%

Fall 2019 (n=2,495)Spring 2019 (n=2,495)Fall 2018 (n=2,496)Spring 2018 (n=2,099)Fall 2017 (n=1,499)

Very favourable

Mainly favourable

Neutral

Mainly unfavourable

Very unfavourable

Favourable:

Fall 2019: 50%*

Spring 2019: 50%

Fall 2018: 68%

Spring 2018: 63%

Fall 2017: 64%

Favourable:

50%*

Unfavourable:

16%

Unfavourable:

Fall 2019: 16%

Spring 2019: 18%

Fall 2018: 6%

Spring 2018: 9%

Fall 2017: 8%

Again, taking into account all of the things which you think are important, how much do you trust or distrust The City of Calgary?


81

Trust

20%

32%

25%

15%

8%

21%

31%

24%

15%

9%

31%

29%

26%

10%

4%

25%

35%

24%

11%

5%

28%

34%

23%

11%

4%

Fall 2019 (n=2,495)Spring 2019 (n=2,495)Fall 2018 (n=2,495)Spring 2018 (n=2,098)Fall 2017 (n=1,497)

Trust a great deal

Trust a little

Neutral

Distrust a little

Distrust a great deal

Trust:

Fall 2019: 52%

Spring 2019: 52%

Fall 2018: 60%

Spring 2018: 60%

Fall 2017: 62%


Trust:

52%

Distrust:

23%

Distrust:

Fall 2019: 23%

Spring 2019: 24%

Fall 2018: 14%

Spring 2018: 16%

Fall 2017: 15%


Which one of the following statements best reflects your overall opinion and perceptions of The City of Calgary?


82

Advocacy

Speak highly without being asked

Speak highly if someone asked me

Neutral opinion seeing both positives and negatives

Critical if someone asked me

Critical without being asked

Don't know enough to have a strong opinion

Advocate:

Fall 2019: 24%*

Spring 2019: Not asked

Fall 2018: 34%

Spring 2018: 30%

Fall 2017: 33%

Advocate:

24%*

*Rounding



Critic:

19%

6%

19%

42%

14%

5%

15%

8%

26%

41%

9%

3%

13%

6%

24%

44%

12%

3%

11%

7%

26%

42%

10%

3%

12%

Fall 2019 (n=2,488)

Fall 2018 (n=2,488)

Spring 2018 (n=2,090)

Fall 2017 (n=1,496)

Critic:

Fall 2019: 19%

Spring 2019: Not asked

Fall 2018: 12%

Spring 2018: 15%

Fall 2017: 13%

Understanding of the Roles of City Council versus City Administration


Do you strongly agree, somewhat agree, somewhat disagree or strongly disagree with the following statement: I understand the roles and responsibilities of City Council compared to those of City Administration.


83

24%

48%

18%

11%

26%

48%

18%

8%

25%

48%

19%

9%

26%

46%

18%

9%

23%

49%

19%

10%

Fall 2019 (n=2,458)

Spring 2019 (n=2,464)

Fall 2018 (n=2,480)

Spring 2018 (n=2,083)

Fall 2017 (n=1,480)

Strongly agree

Somewhat agree

Somewhat disagree

Strongly disagree

Agree:

Fall 2019: 72%

Spring 2019: 74%

Fall 2018: 72%

Spring 2018: 72%

Fall 2017: 72%

I understand the roles and responsibilities of City Council compared to those of City Administration

Agree:

72%

Disagree:

28%*

*Rounding

Perceptions About City Performance


Taking everything into account, how satisfied or dissatisfied are you with the way [INSERT] is going about running our City?


9%

10%

15%

12%

13%

16%

16%

19%

16%

16%

7%

9%

11%

9%

11%

60%

57%

64%

64%

64%

64%

62%

66%

66%

65%

48%

47%

59%

57%

58%

22%

22%

17%

18%

19%

15%

16%

12%

14%

15%

27%

25%

20%

23%

22%

8%

11%

4%

6%

4%

5%

6%

4%

4%

4%

18%

19%

9%

11%

10%

Fall 2019

Spring 2019

Fall 2018

Spring 2018

Fall 2017

Fall 2019

Spring 2019

Fall 2018

Spring 2018

Fall 2017

Fall 2019

Spring 2019

Fall 2018

Spring 2018

Fall 2017

Very satisfied Somewhat satisfied Somewhat dissatisfied Very dissatisfied

The City of Calgary –including Council and

Administration

City Administration (excluding City Council)

City Council (excluding City Administration)

70%*

67%

79%

77%*

77%

79%*

78%

84%*

82%

81%

55%

56%

70%*

65%*

69%

% Satisfied

As you may know, City Council is made up of elected officials who are the legislative body that govern The City. While City Administration is made up of non-elected employees at The City who are responsible for the management and running of local

services. In other words, public servants who administer services, facilities, safety and infrastructure for communities.

*Rounding



Attitudes Regarding Collaboration


Please tell me whether you agree or disagree with each of the following statements?


15%

16%

19%

18%

18%

51%

48%

55%

53%

55%

23%

23%

18%

21%

21%

11%

13%

7%

9%

7%

Fall 2019

Spring 2019

Fall 2018

Spring 2018

Fall 2017

Strongly agree Somewhat agree Somewhat disagree Strongly disagree

I believe that City Council

and City Administration work

collaboratively to make the

best possible decisions for

the future of Calgary

66%

64%

74%

70%*

72%*

% Agree

*Rounding

11%

11%

15%

17%

18%

22%

20%

23%

29%

32%*

35%

40%

Perceptions of Transparency and Citizen Input


20%

20%

17%

16%

51%

48%

48%

44%

71%

68%

65%

60%

% Agree% Disagree

Strongly agree Somewhat agreeSomewhat disagree Strongly disagree

86



The City of Calgary practices open

and accessible government

I am confident that The City of

Calgary is working to improve how

it includes citizen input into

important decisions

The City uses input from Calgarians

in decision-making about City

projects and services

The City allows citizens to have

meaningful input into decision-

making



-7%

-2%

-5%

-7%


*Rounding

71%

68%

65%

60%

69%

66%

61%

58%

78%

74%

70%

67%

74%

72%

65%

61%

79%

68%

65%

Fall 2019

Spring 2019

Fall 2018

Spring 2018

Fall 2017

Tracking Perceptions of Transparency and Citizen Input




87

The City of Calgary practices open and accessible government

I am confident that The City of Calgary is working to improve how it includes citizen input into important decisions

The City uses input from Calgarians in decision-making about City projects

and services

The City allows citizens to have meaningful input into decision-making

% Agree



Not asked in Fall 2017


Respondent Profile


Demographics



89

Quadrant

Age Income

Education

Southwest 28%

Southeast 24%

Northwest 28%

Northeast 20%

18 to 24 13%

25 to 34 21%

35 to 44 17%

45 to 54 19%

55 to 64 14%

65 or older 16%

Mean 45

Completed high school or less 16%

Some post secondary or completed a college diploma 35%

Completed university degree or post-grad degree 49%

Less than $30,000 6%

$30,000 to <$45,000 9%

$45,000 to <$60,000 11%

$60,000 to <$75,000 8%

$75,000 to <$90,000 8%

$90,000 to <$105,000 11%

$105,000 to <$120,000 11%

$120,000 to <$150,000 13%

$150,000 or more 23%

Gender

Female 50%

Male 50%

Other <1%

Household Characteristics


Type of Home Household Size

Single-detached house 70%

Apartment or apartment-style condominium 12%

Townhouse or rowhouse 8%

Duplex, triplex or fourplex 8%

Another type of multi-dwelling unit 1%

1 14%

2 30%

3 19%

4 22%

5 or more 15%

Mean 3.0

Responsible for Property Taxes

Own or Rent Tenure in Calgary

Less than 5 years 6%

5 to less than 10 years 9%





40 or more 25%

Mean 28

Children and Seniors in Household


90

76%

19%

6%

Own

Rent

Other

84%

16%

Yes

No

Yes - Children 34%

Yes - Seniors 18%

Respondent Characteristics



91

Visible Minority

Yes 24%

No 76%

Disability

Yes 17%

No 83%

Born in Canada

Yes 74%

No 26%

Age Left Country of Birth

Base: Not born in Canada (n=600)

Under the age of 12 29%

12 to 17 15%

18 or older 56%

Caucasian/ White 26%

British 18%

Canadian/ French Canadian 17%

Northern or Western European 12%

East or Southeast Asian 9%

Southern or Eastern European 7%

South Asian 7%

Central/ South American or Caribbean 3%

West Asian or Middle Eastern 3%

African 3%

Aboriginal/ First Nations/ Metis 2%

Ethnic Background


Contact

Krista Ring

Manager: Web, Research, and Projects

The City of Calgary

403-268-9963 | 403-988-9425

[email protected]


2019 Quality of Life and Citizen Satisfaction Survey · Where possible, results are compared to...

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Transcript of 2019 Quality of Life and Citizen Satisfaction Survey · Where possible, results are compared to...