city of lethbridge 2014 community satisfaction survey community satisfaction survey...2014 vs. 2011...

City of Lethbridge 2014 Community Satisfaction Survey

Key Findings August 2014

Background and Methodology

Ipsos Reid conducted a telephone survey with a randomly selected sample of 400 residents of Lethbridge aged 18 years and older between May 7th and 30th, 2014.

55 pre-test interviews were completed on May 7th, while the remaining 345 interviewers were conducted between May 22nd and 30th.

The average interview length was 16.4 minutes.

The margin of error for the total sample of 400 is ± 4.9 percentage points, 19 times out of 20.

The margin of error is larger within regions and for other sub-groupings of the survey population.

Final data were weighted to reflect the relative size of each region in Lethbridge (i.e. North, South and West) according to 2013 Municipal Census data, as well as to ensure the age/gender composition reflects that of the actual Lethbridge population aged 18 or older according to 2011 Federal Census data.

Where possible, results are compared to 2011, 2008 and 2005 Community Satisfaction Survey findings.

2

Issue Agenda

3

21% 20% 25%

29% 23% 11%

16% 10% -

19% 12% 21%

5% 5% 5%

9% 23% 17%

6% 9% 6%

6% 8% 13%

9% 7% 10%

3% 4% 5%

5% 5% 2%

15% 20% 12%

12% 9% 15%

5% 5% 6%

Transportation

Taxation/ Municipal Government Spending

Parks, Recreation and Cultural Facilities/ Programs

Municipal Government Services

Environment

Social

Crime

Education

Economy

Growth

Healthcare

Other

Nothing

Don't know

21%

13%

9%

7%

5%

5%

4%

2

2

33%

18%

16%

16%

11%

9%

7%

4%

4%

3%

2%

16%

16%

5%

First Mention Second Mention

Issue Agenda

4 4

In your view, as a resident of the City of Lethbridge, what is the most important LOCAL issue facing the City today, that is, the one issue you feel should receive the greatest attention from your local leaders? What is the next most important local issue facing the city?

Base: All respondents (n=400)

2011

Multiple Responses

2008 2005

Denotes statistically significant change from 2011 to 2014

Quality of Life

5

Overall Quality of Life in Lethbridge

6

6 How would you rate the overall quality of life in the City of Lethbridge today?


44%

54%

1%

0%

Very good

Good

Poor

Very poor

Good

2014: 98% 2011: 98% 2008: 98% 2005: 98%

34%

17% 17%

22%

57%

63% 67%

64%

6%

17%

14%

10%

3% 3% 2% 3%

2005 (n=400) 2008 (n=400) 2011 (n=802) 2014 (n=400)

Improved Stayed the same Worsened Don't know

Perceived Change in the Quality of Life

7 7 And do you feel that the quality of life in Lethbridge in the past three years has improved, stayed the same or worsened?


Reasons for Improved Quality of Life

8 8 Why do you think the quality of life has improved?

Base: Feel quality of life has improved in the past three years (n=88)

Improved infrastructure

Good recreational facilities/ entertainment/ social activities

Better parks

Growing economy (incl. more businesses opening)

Good pathway/ trail system

Population is growing (but not as rapid as other places)

New construction/ city is expanding

Improved facilities

Downtown revitalization

More jobs

Seems nicer/ better

Better roads

Improved public transit system

More housing/ housing market stabilized

Improved programs/ services

Better government/ leadership

Other

Don’t know

17%

16%

13%

13%

8%

6%

5%

5%

4%

4%

3%

2%

2%

2%

2%

2%

40%

3%

Mentions less than 2% in 2014 are not shown

Multiple Responses

Reasons for Worsened Quality of Life

9 9 Why do you think the quality of life has worsened?

Base: Feel quality of life has worsened in the past three years (n=48*)

Too much growth/ population

Poor road conditions

Increase in crime

High taxes

Government overspending/ unnecessary spending

Poor services

High inflation

Increased/ high property taxes

Traffic issues

Cost of living has increased

Biased development towards certain city areas

Problems with urban planning

Poor economy

Other

12%

11%

9%

7%

7%

7%

6%

6%

6%

5%

5%

4%

2%

33%

Multiple Responses

*Caution: Small base size

City Programs and Services

10

Overall Satisfaction with City Programs and Services

11 11 Please tell me how satisfied you are with the overall level and quality of services and programs provided by the City of Lethbridge. ?


32%

61%

5%

1%

Very satisfied

Somewhat satisfied

Not very satisfied

Not at all satisfied

Satisfied

2014: 93% 2011: 94% 2008: 95% 2005: 98%

Importance of City Programs and Services

12 12

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


Police services

Garbage collection

Fire protection

Ambulance services

Snow Removal

Maintenance, cleaning, and upgrading of streets and sidewalks

Parks and open spaces

Recreational facilities

Recycling

City trails and pathway system

Land use and community planning

Bylaw enforcement

Public library

Animal Control & Sheltering

Public transit

Access-A-Ride

Arts & culture facilities

2011

98% 100% 98%

98% 99% n/a

n/a n/a n/a

n/a n/a n/a

96% n/a n/a

99% 99% 99%

99% 98% 98%

96% 93% 94%

96% 97% n/a

92% 91% n/a

95% 94% 94%

86% n/a n/a

89% 90% 91%

88% n/a n/a

77% 78% 79%

n/a n/a n/a

78% 79% n/a

2008 2005

92%

88%

94%

94%

81%

78%

79%

77%

79%

66%

58%

52%

56%

53%

58%

60%

37%

7%

11%

5%

4%

17%

20%

19%

19%

16%

28%

34%

37%

33%

36%

25%

20%

39%

99%

99%

99%

99%*

98%

98%

98%

95%*

95%

93%*

93%*

89%

89%

89%

83%

81%*

75%*

Very Important Somewhat Important


*Rounding

Satisfaction with City Programs and Services

13 13

I am going to read a list of programs and services provided to you by the City of Lethbridge. Please tell me how satisfied you are with the job the City is doing in providing that program or service.


Fire protection

Parks and open spaces

Garbage collection

Ambulance services

Public library

Police services

City trails and pathway system

Animal Control & Sheltering


Bylaw enforcement

Land use and community planning


Access-A-Ride

Snow Removal

Public transit

Maintenance, cleaning, and upgrading of streets and sidewalks

Recycling

2011

n/a n/a n/a

94% 93% 96%

91% 88% n/a

n/a n/a n/a

95% 93% 92%

89% 88% 86%

89% 91% n/a

82% n/a n/a

77% 78% n/a

78% n/a n/a

73% 74% 83%

79% 80% 87%

n/a n/a n/a

72% n/a n/a

67% 71% 69%

76% 78% 87%

67% 71% n/a

2008 2005

72%

54%

68%

68%

54%

53%

47%

29%

36%

29%

18%

28%

26%

24%

24%

21%

32%

26%

40%

25%

25%

38%

38%

42%

54%

45%

52%

62%

46%

47%

48%

45%

46%

32%

98%

94%

93%

93%

89%

83%

81%

81%

80%

74%

73%

72%

69%

66%*

65%*

Very satisfied Somewhat satisfied

92%

91%


*Rounding

Importance vs. Satisfaction Grid

70%

92%

60% 82%

14 14 Satisfaction

Imp

ort

ance

Primary Weakness

Primary Strength

Secondary Strength Secondary Weakness

Public transit

Maintenance, cleaning & upgrading of streets & sidewalks

Public library

Fire protection

Recycling

Snow removal


Animal control & sheltering Bylaw enforcement


Parks & open spaces

Garbage collection Police services

City trails & pathway system

Land use & community planning

Access-A-Ride

100%

100% Ambulance services

70%

92%

60% 81%

2014 vs. 2011 Importance vs. Satisfaction Grid

70%

92%

60% 82%

Satisfaction

Imp

ort

ance

Primary Weakness Primary Strength

Secondary Strength Secondary Weakness

12

16

7

1

17

15

14

8 10

9

2

4 5

6 13

11

100%

100% 3

2014 2011

1 Fire protection

2 Parks and open spaces

3 Garbage collection

4 Ambulance services

5 Police services

6 City trails and pathway system

7 Public library

8 Animal Control & Sheltering

9 Arts & culture facilities

10 Bylaw enforcement

11 Access-A-Ride

12 Public transit

13 Land use and community planning

14 Recreational facilities

15 Snow Removal

16 Maintenance, cleaning, and upgrading of streets and sidewalks

17 Recycling

18 Fire protection & Ambulance services

19 Social housing

12

16

7

17 15 14

8

10

9

2 5

6

13

19

3

18

Contact with The City and Communications

16

Past 12 Months Contact with Council and Employees

17 17

Have you contacted or dealt with a member of Lethbridge’s City Council in the last twelve months? Have you contacted or dealt with The City of Lethbridge or one of its employees in the last twelve months?


16%

53%

26%

62%

n/a

60%

City Council

The City or one of itsEmployees

2014

2011

2008

% Yes


Overall Satisfaction with Customer Service

18 18

Thinking about your contact or dealings with The City or its employees in the last twelve months, how satisfied are you with the overall customer service you received?

Base: Contacted or dealt with The City or one of it’s employees (n=227)

49%

33%

11%

6%

Very satisfied

Somewhat satisfied

Not very satisfied

Not at all satisfied

Satisfied: 82%

Satisfaction with the Extent of Information Received

19 19 In your opinion, do you currently receive too much, too little, or just the right amount of information from The City?


3% 2% 1%

29%

37% 37%

68%

61%

61%

2008 (n=400) 2011 (n=802) 2014 (n=400)

Too much Too little Just the right amount

Past 12 Months Visitation of the City Website

20 20 Have you been to the City of Lethbridge’s website in the last twelve months?


66%

71%

56%

40%

2014

2011

2008

2005

% Yes

Taxation and User Fees

21

Perceived Value of Property Taxes

22 22

Your property tax dollars are divided between the City of Lethbridge and the Province. In Lethbridge, approximately 70% of your property tax bill goes to The City to fund municipal services and approximately 30% of your property tax bill goes to the province. Considering the services provided by The City, Overall, do you think you get good value or poor value for the taxes you pay? Base: All respondents (n=400)

10%

63%

19%

6%

2%

Very good value

Good value

Poor value

Very poor value

Don't know

Good Value

2014: 73% 2011: 70% 2008: 73% 2005: 85%

Balancing Taxation and Service Delivery Levels

23 23

Municipal property taxes are the primary way to pay for services provided by the City. 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?


20%

30%

23%

13%

10%

5%

Increase Taxes

2014: 50% 2011: 46% 2008: 52% 2005: 65%

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

Don’t know

Cut Services

2014: 36% 2011: 40% 2008: 35% 2005: 23%

Perceived Value of User Fees

24 24

The City of Lethbridge collects user fees for certain services. In your opinion, do you get good value or poor value for the user fees that you pay for specific services, such as…?


Garbage pick-up

Swimming

Skating

City transit

Recycling

2011

87% 84% 89%

82% 85% 80%

76% 76% 77%

63% 68% 65%

59% 64% n/a

2008 2005

27%

16%

15%

11%

14%

66%

63%

64%

55%

46%

92%*

79%

78%*

66%

59%*

Very good value Good value


*Rounding

Performance of the Municipal Government

25

81%

77%

76%

Satisfaction with the Municipal Government

26 26 Taking everything into account, how satisfied are you with the way the City of Lethbridge’s…is going about running the community?


Municipal government, including Council and staff as a whole

Staff, excluding Council

Council, excluding staff

2011

16%

21%

14%

69%

62%

67%

85%

83%

81%

Very satisfied Somewhat satisfied


Perceptions of the Municipal Government

27 27

Thinking about your personal dealings with the City of Lethbridge, please indicate if you agree or disagree with each of the following statements.


75%

70%

63%

57%

The City of Lethbridge is accountable to the community for leadership and good governance

The City of Lethbridge practices open and accessible government

The City of Lethbridge does the best it can with the money available

The City of Lethbridge always takes residents' views into consideration

when making decisions that affect them

2011

27%

21%

17%

14%

55%

59%

50%

52%

82%

81%*

67%

66%

Strongly agree Somewhat agree


*Rounding

35%

23%

18%

13%

10%

8%

7%

5%

4%

5%

3%

3%

17%

11%

4%

25%

21%

13%

6%

3

4%

3

2

2

9%

41%

31%

20%

10%

6%

7%

6%

6%

4%

3%

2%

2%

18%

7%

3%

First Mention Second Mention

Top Two Priorities for The City of Lethbridge

28 28

Thinking about all of the priorities that exist in the City of Lethbridge today, please tell me the top two priorities that you feel the City of Lethbridge should address over the next 12 months.


2011

Multiple Responses


Government Services

Transportation

Recreation and Cultural Facilities/ Programs

Taxation/ Government Spending

Social

Crime

Environment

Growth/ Development

Economy

Education

Revitalization

Healthcare

Other

Nothing

Don't know

Summary of Key Findings

1. Perceptions about quality of life in Lethbridge continue to be extremely positive.

2. Perceptions of the municipal government are markedly improved.

3. Transportation is increasing in prominence as a key issue facing Lethbridge.

4. Taxation and municipal government spending is decreasing in prominence as a key issue.

5. The perceived value of property taxes holds steady while the perceived value of user fees for garbage pick-up is up significantly.

6. Two City services see significant decreases in satisfaction, while one sees a significant increase.

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Contact Information

30

Sheela Das Director Ipsos Reid Public Affairs

635 Eighth Avenue SW, Suite 600 Calgary, AB, Canada T2P 3M3

Phone: 587.952.4874 email: [email protected]

Jamie Duncan Vice President Ipsos Reid Public Affairs

635 Eighth Avenue SW, Suite 600 Calgary, AB, Canada T2P 3M3

Phone: 587.952.4863 email: [email protected]

Demographics

31

Gender, Age, Education and Income

Base: All respondents (n=400) 32

18 to 24 13%

25 to 34 21%

35 to 44 15%

45 to 54 15%

55 to 64 14%

65 or more 20%

No response 2%

Mean 46.5 years

Male 48% Female

52%

Grade school or some high school 6%

Completed high school 19%

Post secondary technical school 14%

Some university or college 15%

Completed college diploma 15%

Completed university degree 21%

Post-graduate degree 9%

No response 1%

<$30,000 11% $30,000 to <$45,000 13% $45,000 to <$60,000 14% $60,000 to <$75,000 11% $75,000 to <$90,000 7%

$90,000 to <$105,000 6% $105,000 to <$120,000 7%

120,000 and over 19% No response 12%

Gender Age

Education Income

Tenure and Household Makeup

33

1 13%

2 31%

3 21%

4 25%

5 or more 10%

Number of People in Household

Less than 5 years 15%

5 to <10 years 11%

10 to <20 years 25%

20 to <30 years 21%

30 to <40 years 11%

40 years or longer 17%

No response 1%

Tenure in Lethbridge

Yes 86%

No 14%

Born in Canada

Yes 37%

No 63%

Children in HH


Own 76% Rent

22%

No response

2%

Own or Rent


34


Perceptions about quality of life in Lethbridge continue to be extremely positive.

For the fourth consecutive measure, there is near universal agreement (98%) that the quality of life in Lethbridge is good.

Further, more than two-in-ten (22%) residents say the quality of life has ‘improved’ in the past three years, while the majority (64%) say it has ‘stayed the same’ – just 10% say the quality of life has ‘worsened’.

“Improved infrastructure” (17%) is the most frequent reason given for the perception of an improved quality of life, followed by “good recreational facilities, entertainment or social activities” (16%), “better parks” (13%) and a “growing economy” (13%).

Perceptions of the municipal government are markedly improved.

In 2014, 82% of residents ‘strongly or somewhat agree’ that the City of Lethbridge is accountable to the community for leadership and good governance – up 7 percentage points from 2011 (75%).

Eight-in-ten (81%) also ‘strongly or somewhat agree’ that the City of Lethbridge practices open and accessible government – up 11 percentage points from 2011 (70%).

Two-thirds (66%) ‘strongly or somewhat agree’ that the City of Lethbridge always takes residents’ views into consideration when making decisions that affect them – up 9 percentage points from 2011 (57%).

Further, 83% of residents say they are ‘very or somewhat satisfied’ with the performance of Staff, excluding Council – up 6 percentage points from 77% in 2011.

35


Transportation is increasing in prominence as a key issue facing Lethbridge.

In 2014, transportation climbs to the top position on the issue agenda with 33% of residents citing it as an important issue – this represents a significant 12 percentage point increase from 21% in 2011.

Moreover, 31% of residents identify transportation as one of the top two priorities for the City of Lethbridge – up 8 percentage points from 23% in 2011.

Taxation and municipal government spending is decreasing in prominence as a key issue.

Taxation and municipal government spending drops to second place on the issue agenda with only 18% of residents citing it as an important issue – an 11 percentage point decrease from 2011 (29%).

The perceived value of property taxes holds steady while the perceived value of user fees for garbage pick-up is up significantly.

Close to three-quarters (73%) of residents give the City a ‘good value’ rating for the value of their property taxes, on par with 2011 (70%).

While the perceived value of most user fees remains steady, in 2014, 92% give garbage pick-up a ‘very good or good value’ rating – up 5 percentage points from 2011 (87%).

36


Two City services see significant decreases in satisfaction, while one sees a significant increase.

Maintenance, cleaning and upgrading of streets and sidewalks – a 10 percentage point decrease in ‘very or somewhat satisfied’ ratings (76% in 2011 to 66% in 2014).

Public library – though still extremely high, there is a 4 percentage point decrease in ‘very or somewhat satisfied’ ratings (95% in 2011 to 91% in 2014).

Land use and community planning – a 7 percentage point increase in ‘very or somewhat satisfied’ ratings (73% in 2011 to 80% in 2014).

37

city of lethbridge 2014 community satisfaction survey community satisfaction survey...2014 vs. 2011...

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