Broadview & Pinehurst Green Grid Customer Satisfaction Survey

CLEINT REVIEW DRAFT –May 6, 2011

Survey Purpose

• Gather statistically valid input from residents living in Broadview and Pinehurst Green Grid project areas

– What do residents think about roadside rain gardens?

– What can we learn to shape outreach on future projects?

How was the survey conducted?

• Statistically valid survey of all 612 households in the project areas

• Conducted from April 5th to April 30th

• Surveys mailed to 612 households

• Option to complete survey by mail, online, or by phone

• Survey completed by 206 households (margin of error +/- 5.6%)

Sample description

• 206 residents

• 123 from Broadview; 83 from Pinehurst

• Most respondents are long-term residents (average length of residency was 18 years)

• Below age 45—32%, 45 and above—68%

• Male 35%, Female 65%

Has support for rain gardens changed?

• Strongest support before and right after construction

• Overall, residents remain ‘somewhat supportive’

4.13.9 4.0

3.8

3.8

3.63.7 3.6

1.0

2.0

3.0

4.0

5.0

Right beforeconstruction

Duringconstruction

Right afterconstruction

Now

How supportive were/are you of rain gardens?(mean supportiveness scores)

Broadview (n = 123)

Pinehurst (n = 83)

Verysupportive

Neutral

Very unsupportive

What are the concerns about rain gardens?

5%

7%

9%

9%

9%

12%

14%

14%

22%

My neighbors do not maintain their section

City’s record of maintaining the rain gardens

Degree to which rain gardens attract mosquitoes and otherpests

Loss of parking

Traffic impacts

Safety of the rain gardens

Appearance of the rain gardens

Improper drainage/ standing water/ basement flooding

Time and cost required to maintain rain garden

What are your concerns about rain gardens?

n = 190

Were the results worth the disruption?

• Two-thirds (65% ) reported that the results of the rain garden were worth the disruption

12%

23%

65%

17%

18%

65%

Not sure

No

Yes

Were the results worth the disruption?

Broadview (n = 118)

Pinehurst (n = 82)

Contribution to community livability?

• Almost three-quarters (72%) reported that the project positively impacted the community

6%

22%

72%

8%

21%

71%

Not sure

No

Yes

Did the project contribute positively to the livability of the community?

Broadview (n = 118)

Pinehurst (n = 82)

Was the project necessary to maintain the City’s infrastructure?

• Two-fifths (41%) reported that the project was necessary for the City’s infrastructure

– About an equal amount were not sure

36%

27%

37%

38%

19%

44%

Not sure

No

Yes

Was the project necessary to maintain the City's infrastructure?

Broadview (n = 118)

Pinehurst (n = 82)

How supportive without neighborhood improvements?

• Almost half (47%) would have still been supportive of rain gardens absent neighborhood improvements

• About one third (32%) would have been unsupportive

21%

18%

14%

21%

25%

17%

13%

17%

23%

30%

Very unsupportive

Somewhat unsupportive

Neutral

Somewhat supportive

Very supportive

If the rain garden had not involved neighborhood and street improvements, how supportive of the rain garden

project would you be?

Broadview (n = 112)

Pinehurst (n = 77)

How did the project improve neighborhoods?

• Most residents (72%) reported that the rain gardens improved the quality of their neighborhood

• Drainage problems were reduced– But drainage problems

and flooding were concerns that residents raised about rain gardens

11%

40%

65%

45%

65%

11%

40%

62%

49%

50%

Other

Vehicle traffic was slowed

Visual attractiveness of theneighborhood was improved

Drainage problems werereduced

Pedestrian safety was improvedby addition of sidewalks

Which of the following contributed to the improvement of your neighborhood?

Broadview (n = 123 )

Pinehurst (n = 83)

How satisfied with the safety of the rain gardens?

• Over half (56%) were satisfied with the safety of the rain gardens

– But safety was a concern that residents raised about rain gardens

15%

8%

21%

23%

33%

10%

8%

17%

20%

45%

Very dissatisfied

Somewhatdissatisfied

Neutral

Somewhat satisfied

Very satisfied

How satisfied are you with the safety of the rain gardens?

Broadview (n = 110)

Pinehurst (n = 75)

How satisfied with the rain gardens not attracting mosquitoes?

• Half (50%) were satisfied that the rain gardens are not attracting mosquitoes

– But mosquitoes were a concern that residents raised about rain gardens

19%

4%

24%

19%

34%

7%

11%

12%

19%

52%

Very dissatisfied

Somewhat dissatisfied

Neutral

Somewhat satisfied

Very satisfied

How satisfied are you with the rain gardens not attracting mosquitoes?

Broadview (n = 47)

Pinehurst (n = 23)

How satisfied with the level of maintenance provided by the city?

• Over half (54%) were satisfied with the maintenance the City provides

17%

8%

18%

22%

34%

16%

14%

11%

26%

34%

Very dissatisfied

Somewhat dissatisfied

Neutral

Somewhat satisfied

Very satisfied

How satisfied are you with the level of maintenance provided by the City?

Broadview (n = 37)

Pinehurst (n = 26)

How satisfied with the appearance of the rain gardens?

• Most (70%) were satisfied with the appearance of the rain gardens

14%

10%

8%

21%

47%

10%

9%

7%

34%

40%

Very dissatisfied

Somewhat dissatisfied

Neutral

Somewhat satisfied

Very satisfied

How satisfied are you with the appearance of the rain gardens?

Broadview (n = 47)

Pinehurst (n = 37)

How satisfied are residents with the plant choices in the rain gardens?

• Over half (52%) were satisfied with the amount of choice they had in the plantings in their rain garden

17%

11%

22%

17%

33%

9%

4%

34%

21%

32%

Very dissatisfied

Somewhatdissatisfied

Neutral

Somewhat satisfied

Very satisfied

How satisfied are you with the amount of choice you had in selecting plants for

your rain garden?

Broadview (n = 68)

Pinehurst (n = 18)

What type of maintenance do residents provide on a regular basis?

• Nearly half (42%) do not do any maintenance

• Residents who do maintenance mostly pick up trash and do some weeding

6%

4%

13%

21%

31%

33%

42%

43%

Other

Fertilizing

Mulching

Watering

Pruning

Removing leaves and debris

Weeding

Picking up trash

What type of maintenance do you (or someone in your houeshold) provide on a regular basis?

n = 106

Do residents still have the rain garden maintenance manual?

• Over half (57%) reported not receiving a manual

49%

11%

10%

30%

63%

7%

14%

17%

Did not receive one

Not sure

No

Yes

Do you still have the rain garden maintenance manual that was provided at the end of the

project?

Broadview (n = 121)

Pinehurst (n = 83)

Was the rain garden maintenance manual useful?

• For those that did not think the manual was useful, some respondents reported they:

– knew everything in it already (8%; n=7)

– did not have time to read it (2%; n=2)

– did not plan on maintenance (1%; n=1)

36%

23%

41%

Was the rain garden maintenance manual useful?

Yes

No

Don'tknow

n = 88

How could SPU improve information and communication?

• People would like to know more about the long term and construction impacts of rain gardens

5%

3%

4%

5%

8%

9%

12%

4%

5%

5%

11%

11%

15%

17%

Provide more understandable information

Use a different method of communication

Provide information sooner

Increase the frequency of communication

Provide more information about the goalsof the project

Provide more information about theconstruction impacts

Provide more information about the long-term impacts

How could SPU have improved the information they provided about the rain garden construction?

Broadview (n = 123)

Pinehurst (n = 83)

How would you prefer to receive construction information from SPU?

• Most people prefer direct mail – Similar to baseline

CSO survey finding,

• Project signs and community meetings were also greatly preferred

8%

16%

8%

30%

19%

36%

35%

42%

81%

7%

14%

15%

24%

31%

38%

41%

48%

78%

Social media, such as Facebook orTwitter

Newspaper story

Television story

Speak with SPU staff

Website

Email

Open house community meeting

Project signs placed in neighborhood

Flyer mailed to home

How would you prefer to receive future construction information from SPU?

Broadview (n = 123)

Pinehurst (n = 83)

Conclusions• Overall, there is still support for rain gardens

– Long-term residents and older residents are most likely to be less supportive

• There is confusion and concern about maintenance

– Resident vs. city maintenance expectations

– Maintenance turned out to be more than people expected

– Questions about cost of maintenance

– Trash piling in

Conclusions (continued)

• Safety is a top concern– Overgrowth creating visibility problems for drivers

– Risk of children or seniors falling in/drowning

– Breeding ground for mosquitoes

– Provides habitat for rats

• Drainage and flooding still a problem

• Surprised by amount of parking lost

Recommendations

• Set the right expectations

– Use images so residents can see what a mature rain garden will look like

– Build understanding of how rain gardens work and change over time

– Provide clear guidance about city vs. resident roles in maintenance

– Be clear about parking impacts

• Take advantage of community knowledge

Recommendations (continued)

• Stay in touch. Send regular updates by mail post-construction– Provide maintenance tips

– Remind residents of maintenance city will be doing

– Celebrate successes • How much stormwater runoff has been reduced

• Reductions in area flooding

– Who to call with questions