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County of Grande Prairie. 2011 County of Grande Prairie Citizen Satisfaction Survey Results Presentation. Presented by: Jamie Duncan Associate Vice President Ipsos Reid. March 2011. Agenda. Who is Ipsos Reid ? Methodology Detailed Findings Life in Grande Prairie - PowerPoint PPT Presentation
Citation preview
Nobody’s UnpredictableMarch 2011
County of Grande Prairie2011 County of Grande Prairie Citizen Satisfaction Survey
Results Presentation
Presented by: Jamie Duncan
Associate Vice PresidentIpsos Reid
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Agenda
Who is Ipsos Reid ? Methodology Detailed Findings
Life in Grande Prairie The County’s Performance A Growing County Finances Contact & Communications Grande Prairie & the Environment Grande Prairie & the Web
Conclusion and Q&A
2
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Who is Ipsos Reid ?
3
Founded: 1975
Head Office: Paris
Rank among global survey-based research companies: 3
First listed on Paris Stock Exchange: July 1, 1999
Total Revenues in 2007: 927.2 million euros
Number of countries with Ipsos offices: 56
Total number of countries we do research in: 100+
Number of full-time Ipsos employees: 8,000
Number of clients around the world: 5,000+
Interviews conducted each year: 10 million
In brief…
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Who is Ipsos Reid ?
4
Ipsos Reid in Canada…
Vancouver
Calgary TorontoOttawa
Montreal
Winnipeg
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Methodology Telephone survey conducted with a randomly selected sample of County of
Grande Prairie residents aged 18 years and older.
Survey was fielded between February 1 and 13, 2011.
Sample size: 300 margin of error ± 5.6%, 19 times out of 20
Results are weighted to ensure the age, and gender distribution reflects that of the actual population according to the 2006 Census.
Ipsos Reid municipal norms will be cited in presentation where available.
Canada norms are derived from work conducted in other municipalities across Canada and are based on up to 52,000 observations conducted in more than 55 different municipalities.
Municipal norms allow the County of Grande Prairie to compare how it is performing compared to other municipalities in Canada and/or Alberta on similar issues
5
Nobody’s Unpredictable
Key Research Findings2011 County of Grande Prairie Customer Satisfaction Survey
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A view from 30,000 feet
This is generally a good news story. But with some key course corrections to be made moving forward.
The County of Grande Prairie is a happy community. There is a good quality of life and lots of pride plus a belief that things can get even better.
Satisfaction / Perceived Performance in key areas is strong. This includes Overall Performance of the County, Quality of Services,
Satisfaction with County Staff and many specific Programs and Services.
There is a general need to increase communications with residents. Several measurements point to a lack of awareness/understanding of the County.
County staff should be commended for delivering quality customer service. There are opportunities to address responsiveness and consistency
of service.
7
Nobody’s Unpredictable
Citizen OverviewLife in Grande Prairie Today
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Road Conditions (including snow removal), education, and community centers/space dominate the issue agenda.
9
Q1. In your view, as a resident of the County of Grande Prairie, what is the most important LOCAL issue facing the County 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 County?
Base: All Respondents (n=301)
37%
4%
2%
2%
3%
2%
4%
2%
3
2
2
2
17%
15%
7%
18%
7%
6%
5%
2
2
3
4%
4%
3
1
3
20%
23%
11%
49%
9%
7%
6%
6%
6%
5%
5%
5%
4%
3%
3%
33%
35%
6%
Second mentionSeries3
2
Road conditions [Snow removal\ plowing\ maintenance\ development etc.]
Education [incl. Lack of teachers/ Lack of funding / Lack of / local schools]
Lack of Community centers/ parks/ green space
Infrastructure maintenance/ improvement/ development
Sports/ recreational facilities
Public Safety/Policing/Crime
Planning/ development/ land use issues
Taxes/ high taxes
Youth/ family activities
Fire department/ emergency services
Healthcare
Traffic congestion
Other
None/nothing
Don't Know
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A strong majority of citizens say the overall quality of life in the County is good.
10
Q2. How would you rate the overall quality of life in the County of Grande Prairie today? Would you say it is?
35%
61%
3%
0%
Very good
Good
Poor
Very poor
Good: 96%
Poor: 4%*
Base: All Respondents (n=301)
“*” denotes rounding
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A majority of residents say that quality of life in the past three years has remained the same in the County.
11
26%
12%
60%
2%
Improved Worsened Stayed the Same Don't know
Q3. And, do you feel that the quality of life in the County of Grande Prairie in the past three years has….?
Base: All Respondents (n=301)
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Infrastructure and schools are driving perceptions among those who say quality of life has improved.
12
Q4. Why do you think the quality of life has improved?
Don't knowNothing
OtherGarbage pickupFire department
Rural atmosphereQuiet community
Internet accessCity water/Aquatera
Growth of communityGreater police presence
More services/amenities availableMore/improved facilities
Low tax ratesBetter maintenance/ improvements (unspecified)
More/improved parks and recreationMore effort by the council/countyMore employment opportunitiesCommercialization/development
SchoolsInfrastructure/road repair/road safety
6%1%
27%3%3%3%3%3%3%4%4%4%5%5%5%5%
7%8%
15%31%
34%
Base: Respondents who think quality of life has improved (n=77)
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Infrastructure and development are driving perceptions among those who say quality of life has worsened.
13
Q5. Why do you think the quality of life has worsened?
Base: Respondents who think quality of life has worsened (n=37)
“*” denotes rounding
Other
Loss of farmland/agricultural zones
Waste of taxpayers' money
Farmers are making less money for their products
Less respect for others/others' property
Do not maintain older facilities/infrastructure
Commercialization
The community is too busy
Crime
Less sympathy for citizens
Health care concerns
Perceived lack of attention/communication from councillor's
More traffic
Oil drilling
Increase in population
Economy issues
Allows for too much development
Infrastructure/road repair
21%*
3%
3%
5%
5%
5%
5%
5%
5%
6%
6%
8%
8%
8%
12%
14%
20%
32%
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Overall, citizens say have positive attitudes about life in the County.
55%
57%
56%
44%
37%
39%
36%
37%
45%
46%
Series4 Series5
14
Q6. I'm going to read you a few statements about life in the County of Grande Prairie and I'd like you to indicate the degree to which you agree or disagree with each statement.
I am proud to live in the County of Grande Prairie
The County of Grande Prairie is a great community to raise a
family
The County of Grande Prairie is a community with a bright
future
The County of Grande Prairie has a vibrant and healthy local
economy
The County of Grande Prairie is a place where residents feel
safe and secure
Base: All Respondents (n=301)
“*” denotes rounding
93%*
93%
93%
89%
83%
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Good/very good, Great, Peaceful, Quiet – all top words to describe the County as a place to live.
15
Q7. What ONE word do you think best describes The County of Grande Prairie as a place to live overall?
Base: All Respondents (n=301)
“*” denotes rounding
Don't know
Other
Negative (Net)
Other positive
Beautiful/picturesque/scenic
Busy
Vibrant/energetic/vitality
Excellent
Safe
Friendly
Comfortable
Quiet
Peaceful
Great
Good/very good
Positive (Net)
12%
16%*
1%
23%
2%
2%
3%
3%
3%
3%
4%
5%
6%
6%
11%
71%
Nobody’s Unpredictable
County PerformanceSatisfaction and Importance of County Services
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A majority of citizens are satisfied with the overall level and quality of County services.
17
Series1
18%
66%
10%
3%
2%
Not Satisfied: 14%*
Q8. Please tell me how satisfied you are with the overall level and quality of services and programs provided by the County of Grande Prairie.
Base: All Respondents (n=301)
Very satisfied
Somewhat satisfied
Not very satisfied
Not at all satisfied
Don't know
“*” denotes rounding
Satisfied: 85%*
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Arts & culture facilities
Agriculture services
Support services for seniors
Financial support to not for profit orginizations
Bylaw enforcment, including animal control
Affordable Housing
Waste water treatment
Parks and pathways
Land use and community planning
Family and community support services (FCSS)
Quality of drinking water
Recycling
Maintenance, cleaning, and upgrading of streets and sidewalks
Police services
The Fire Department
24%
54%
63%
52%
58%
66%
72%
62%
64%
73%
88%
74%
78%
88%
95%
46%
29%
23%
37%
31%
23%
18%
27%
27%
18%
5%
20%
16%
10%
3%
Very Important Somewhat Important
Virtually all County services are deemed to be important.
18
Q9. Please tell me how important the services and programs provided by the County of Grande Prairie are to you.
Base: All Respondents (n=301)
98%
98%
95%*
94%
93%
91%
91%
90%
89%*
89%
89%
89%
86%
82%*
70%
Top2Box
“*” denotes rounding
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Maintenance, cleaning, and upgrading of streets and sidewalks
Affordable Housing
Parks and pathways
Support services for seniors
Arts & culture facilities
Bylaw enforcment, including animal control
Recycling
Land use and community planning
Quality of drinking water
Financial support to not for profit orginizations
Waste water treatment
Family and community support services (FCSS)
Police service
Agriculture services
The Fire Department
20%
12%
26%
16%
16%
26%
39%
15%
39%
25%
31%
28%
37%
25%
57%
41%
51%
46%
58%
58%
48%
35%
60%
41%
56%
51%
56%
47%
60%
31%
Very Satisfied Somewhat Satisfied
Overall satisfaction with most County services is strong.
19
Q9a_1. And how satisfied are you with the job the County is doing in providing this program or service?
Base: All Respondents (n=301)
89%*
86%*
84%
84%
82%
80%*
80%
75%
74%
74%
74%
74%
72%
63%
61%
Top2Box
“*” denotes rounding
Nobody’s Unpredictable
A Growing CountyPerceptions related to Growth and Development
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While positive about growth in general, citizens are less firm in their opinions about the County’s ability to manage growth and related communications.
42%
17%
13%
50%
62%
45%
3%
15%
27%
3%
5%
14%
Strongly Agree Somewhat Agree Somewhat Disagree Strongly Disagree Don't Know
21
Q30. I'm going to read you a few statements about growth and development in the County of Grande Prairie. Please tell me whether you agree or disagree with each. The first one is...?
Don’t know
1%*
1%*
2%*
It is possible for the County of Grande Prairie to grow while
maintaining the quality of life we have come to enjoy in this County
The County of Grande Prairie does a good job managing the level of
development and growth in the County
The County of Grande Prairie keeps citizens informed about how
it plans to deal with growth
Base: All Respondents (n=301)
“*” denotes rounding
Nobody’s Unpredictable
Tax Dollars and User feesPerceptions related to County Finances
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Over half of County residents believe they get good value for their tax dollars.
23
4%
4%
20%
26%
14%
15%
7%
4%
1%
4%
1%
Q12. Your property tax dollars are divided between the County and the Province. In Grande Prairie, approximately two-thirds [64%] of your property tax bill goes to the County to fund municipal services. Considering the services provided by the County, 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”
Good Value:54%
Poor Value:10%*
Very good value – 10
9
8
7
6
5
4
3
2
Very poor value – 1
Don’t know
Base: All Respondents (n=301)
“*” denotes rounding
Neutral:36%
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Don't Know
None
Cut services - to reduce taxes
Cut services - to maintain current tax level
Increase taxes - to maintain services at current levels
Increase taxes - to expand services
4%
9%
8%
22%
31%
26%
Over half of County residents support increasing taxes to maintain or expand services.
24
Q13. Municipal property taxes are the primary way to pay for services and programs provided by County of Grande Prairie. Due to the increased cost of maintaining current service levels and infrastructure, the County must balance taxation and service delivery levels. To deal with this situation, which of the following four options
would you most like the County to pursue?
Increase Taxes: 57%
Cut Services: 30%
Base: All Respondents (n=301)
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Residents prefer user fees over increasing property taxes.
25
Q14. Assuming the County needs to increase the amount of revenue it collects from citizens, would you prefer the County to... ?
Series1
22%
73%
5%
Increase property taxes
Introduce new or expand existing user
fees
Don’t know
Base: All Respondents (n=301)
Nobody’s Unpredictable
CommunicationEvaluating communication by the County
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Over half of residents say they have had direct contact with the County in the past 12 months.
27
No43%
Yes57%
Base: All Respondents (n=301)
Q15. Have you contacted or dealt with the County of Grande Prairie or one of its employees in the last twelve months?
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The majority of contact with the County is citizen initiated.
28
I initiated contact84%
The County contacted me16%
Base: Respondents who have been in contact with the County (n=171)
Q16. Thinking of the most recent time you had contact with the County, did you initiate this contact, or did the County contact you?
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Contacting the County by phone was most common communication method.
29Base: Respondents who contact the County (n=144)
Q17. When you contacted the County was it...
Other
In writing, for example, writing a personal letter or fax
Via email
In person, for example visiting County offices
By phoning the County directly
1%
2%
5%
38%
55%
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Public Works; the highest reported area of contact for County residents.
30
Don't knowOther
Agricultural ServicesMaintenance (unspecified)Councillor/ Representative
Animal Control
Accounting/ FinancesAssessment and Taxation Department
Corporate Service (Net)
OtherFire Department and 911
By-law EnforcementProtective Services (Net)
OtherPublic Works (unspecified)
Department of Planning and DevelopmentRoad Construction and Maintenance
Public Works (Net)
1%17%
3%3%
5%5%
1%11%
12%*
2%5%
11%18%*
4%7%
11%15%
38%*
Q18b. Specifically, what one Department or area of the County did you last have contact with?
“*” denotes rounding
Base: All Respondents (n=301)
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A majority of residents were satisfied with their most recent contact with the County
31
Q19. How satisfied were you with your most recent contact with the County? Were you…
42%
27%
14%
17%
Satisfied: 69%
Not Satisfied: 31%
Very satisfied
Somewhat satisfied
Not very satisfied
Not at all satisfied
Base: All Respondents (n=171)
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Quality service is noted across some key areas; though there are opportunities to improve responsiveness and consistency of service.
32
Q20. Thinking about your personal dealings with the County of Grande Prairie, 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 County?
% Disagree % Agree
County staff are courteous, helpful, and knowledgeable
The County of Grande Prairie practices open and accessible government
County staff are easy to get a hold of when I need them
The quality of service from the County is consistently high
The County responds quickly to requests and concerns
Base: All Respondents (n=301)
“*” denotes rounding
47%
51%
43%
51%
48%
44%
27%
38%
24%
19%
90%
78%
81%
75%
67%
3%
9%
5%
10%
11%
5%
10%
11%
14%
18%
8%
19%
16%
24%
29%
42%
17%
13%
50%
62%
45%
3%
15%
27%
3%
5%
14%
Strongly Agree Somewhat Agree
*
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Over half of residents say they receive the right amount of information; though a minority continue to look for more.
33
Q21. In your opinion, do you currently receive too much, too little, or just the right amount of information from the County of Grande Prairie?
Too Much1%
Too Little41%
Just the Right Amount57%
Don't Know1%
Base: All Respondents (n=301)
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Citizens are looking for more information about development, community events, and expenditures.
34
Q22. Thinking about your community information needs, what kinds of information do you want the County of Grande Prairie to provide you with?
Base: All Respondents (n=301)
“*” denotes rounding
Don't knowNothing
OtherTaxes/rates (increases)
Happy with current information providedNeed more information/more often/frequently
Parks and recreationBylaw (enforcement)
Annual/bi-annual/quarterly reportsInformation on the council/government
Information on any changes/anything new in the communityFlyers/newsletters/bulletins
Programs availableFuture plans
Infrastructure/road repairs/road safetyService schedules
Expenditures/county operational costsCommunity events/happenings
Commercialization/land development/construction
17%5%
26%3%3%3%3%4%4%4%4%5%
6%6%
7%10%
12%14%
18%
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Don't Know
Nothing
Other
County office
Telephone
Newspaper advertisements
Information Flyers
Word of mouth
Website
Newspaper articles
County newsletter - 'County Connections' (mailed to households)
Radio
Direct Mail /Billing Inserts
5%
1%
5%
2%
4%
1%
4%
3%
11%
10%
18%
15%
22%
31%
9%
4%
1%
2%
4%
3%
5%
8%
10%
6%
11%
6%
First mentionSecond mention
Direct Mail and local media are most frequently mentioned sources of information about the County of Grande Prairie.
35Base: All Respondents (n=301)
Q23. Thinking about yourself, what is your main source of receiving information from the County of Grande Prairie?
28%
25%*
23%*
19%*
18%*
8%
7%
5%
9%
3%
9%
5%*
35%*
“*” denotes rounding
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Direct mail tops the list of ways citizens say they would most like to receive information from the County.
36
Q24. And, thinking about your own preferences how would you most like to receive information from the County of Grande Prairie?
Base: All Respondents (n=301)
Don't Know
Other
Newspaper
Radio
Information Flyers
Website
Community newsletter
Direct Mail
2%
6%
5%
6%
8%
8%
10%
13%
43%
Nobody’s Unpredictable
The EnvironmentPrograms and Services
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Very Poor
Poor
Good
Very Good
1%
2%
7%
65%
25%
A majority of residents rate the overall state of the County’s environment as good.
38
Good: 90%
Poor:9%
Q25. Thinking about things such as air, water and land quality in the County of Grande Prairie how would you rate the overall state of the County of Grande Prairie's environment today?
Base: All Respondents (n=301)
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A majority residents are satisfied with the County’s performance in protecting the environment.
39Base: All Respondents (n=301)
Q26. How satisfied are you with the job the County of Grande Prairie is currently doing to protect the environment?
Don't know
Not at all satisfied
Not very satisfied
Somewhat satisfied
Very satisfied
2%
4%
12%
62%
21%
Satisfied: 82%*
Not Satisfied: 16%
“*” denotes rounding
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While a majority are satisfied, opportunities exist to improve resident ratings on the County’s performance to help reduce individual environmental impacts.
40
Don't Know
Not at all satisfied
Not very satisfied
Somewhat satisfied
Very satisfied
2%
5%
23%
56%
14%
Q27. How satisfied are you with County of Grande Prairie programs and services aimed at helping County residents reduce their environmental impact?
Base: All Respondents (n=301)
Satisfied: 70%
Not Satisfied: 28%
Nobody’s Unpredictable
WebsiteMeasuring usage and usefulness
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A minority of residents report having visited the County’s website in the past 12 months.
42
Q28. Have you been to the County of Grande Prairie's website in the last twelve months?
Base: All Respondents (n=301)
Yes41%
No59%
© 20
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Not too useful
Somewhat useful
Very useful
2%
14%
56%
28%
Among those who have visited the website, a majority say the content and services are useful.
43Base: Respondents who visited the website (n=124)
Q29. How useful was the content of information and online services available on the website?
Useful:84%
Not Useful:16%
Nobody’s Unpredictable
Conclusions and Q&A2011 County of Grande Prairie Customer Satisfaction Survey
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A few “Road Tips/Thoughts” for the County Moving Forward…
45
Ongoing Reputation Management is important. The County is performing well and should make this known. Identifying areas for improvement and stating strategies publicly will work at
maintaining/increasing citizen trust with the County. The County needs to tell its own “story” and not have others position the community.
Communicating & Educating Citizens Is Key Communicate, Engage, Dialogue. Results highlight opportunities for increased
information and an appetite from citizens to learn more about their County. Genuine knowledge is central to offsetting potentially misleading perceptions.
Value for tax dollars is a challenge to clarify, but these results demonstrate a need to engage and discuss with residents about how their tax dollars are being spent.
Demands on the County to deliver services and programs to its citizens will increase dramatically. It is important that residents not take for granted the ability of the County to constantly adjust to these circumstances. Occasional reminders of the scale of change may be helpful.
Nobody’s Unpredictable
Demographics
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Demographics
47
Gender
18 to 34 years 30%35 to 54 years 45%55 + 24%
Average age 45.4 years
Age
Base: All respondents (n=400)
Responsible for Paying Property Taxes in Household
Children Under 18 Living in Household
Persons Living in Household
1 persons 9%
2 persons 36%
3 persons 17%
4 persons 18%
5 persons 13%
6 + persons 7%
Rent or Own Current Residence
Male52%
Fe-male48%
No45%
Yes54%
Yes96%
No4%
Own93%
Rent6%
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Demographics
48Base: All respondents (n=400)
Annual Household Income Before Taxes
Level of Education
Completed high school or less 39%
Some post secondary or completed a college diploma 49%
Completed university degree or post-grad degree 12%
Years lived in County of Grande Prairie
<5 18%5 – 10 33%11 + 48%
Average years lived in County 16.4 years
Less than $30,000 6%$30,000 to just under $45,000 9%$45,000 to just under $60,000 12%$60,000 to just under $75,000 8%$75,000 to just under $90,000 9%$90,000 to just under $105,000 19%
$105,000 to just under $120,000 9%
$120,000 to just under $135,000 8%$135,000 to just under $150,000 8%$150,000 and over 9%Don’t know 3%
Nobody’s UnpredictableMarch 2011
Contact:
Jamie DuncanAssociate Vice President
Ipsos Reid403.294.7385
Jamie.Duncan@ipsos.com
Evan LegateResearch Associate
Ipsos Reid403.294.7378
Evan.Legate@ipsos.com
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