Citizen Survey 2013

Final Report …helping organizations make better decisions since 1982

Submitted to the City of Lee’s Summit, Missouri

by: ETC Institute

725 W. Frontier Lane,

Olathe, Kansas

City of Lee’s Summit

2013 Citizen Survey

Contents

Executive Summary ................................................................................................ i

Section 1: Charts and Graphs ................................................................................ 1

Section 2: Benchmarking Analysis ...................................................................... 30

Section 3: Importance-Satisfaction Analysis ...................................................... 43

Section 4: GIS Maps ............................................................................................ 61

Section 5: Tabular Data ..................................................................................... 170

Section 6: Survey Instrument............................................................................ 212

City of Lee’s Summit 2013 Citizen Survey

ETC Institute (2013) i

Exe

cutiv

e S

um

ma

ry R

ep

ort


Executive Summary Report

Overview and Methodology

During October and November of 2013, ETC Institute administered a citizen survey for the City

of Lee’s Summit. This was the third citizen survey administered by the City; previous surveys

were conducted in 2004 and 2008. The purpose of the survey was to assess citizen satisfaction

with the delivery of major city services and to help determine priorities for the community so

that tax dollars are spent wisely.

Methodology. A seven-page survey was mailed to a random sample of households in the City.

The mailed survey included a postage paid return envelope, cover letter explaining the purpose

of the survey and link to the online version of the survey (www.lssurvey.org). Approximately

seven days after the surveys were mailed,

residents who received the survey were

contacted by phone. Those who indicated

that they had not returned the survey or

completed it online, were given the option

of completing it by phone. The goal for the

project was to complete 700 surveys; this

goal was far exceeded, with a total of 919

surveys being completed. The results for

the random sample of 919 households

have a 95% level of confidence with a

precision of at least +/- 3.2%.

Location of Respondents. To better

understand how well services are being

delivered in different parts of the City, the

home address of respondents to the

survey were geocoded. The dots on the

map to the right show the distribution of

survey respondents based on the location

of their home.


ETC Institute (2013) ii

Exe

cutiv

e S

um

ma

ry R

ep

ort

Don’t Knows. The percentage of “don’t know” responses has been excluded from many of the

graphs in this report to assess satisfaction with residents who had used City services and to

facilitate valid comparisons with other communities in the benchmarking analysis. Since the

number of “don’t know” responses often reflects the utilization and awareness of city services,

the percentage of “don’t know” responses has been included in the tabular data in Section 4 of

this report. When the “don’t know” responses have been excluded, the text of this report will

indicate that the responses have been excluded with the phrase “who had an opinion.”

This report contains the following:

• an executive summary

• charts depicting the overall results of the survey along with comparisons to the results

from previous surveys

• benchmarking data that shows how the survey results for Lee’s Summit compare to

other cities, including cities in Kansas and Missouri

• an importance satisfaction analysis

• GIS maps that show the results of selected questions on the survey

• tabular data that shows the overall results for each question on the survey

• a copy of the cover letter and survey instrument.

How Lee’s Summit Compares to Other Communities

The City of Lee’s Summit rated at or above the national average in 50 of the 55 areas that were

assessed and rated at or above the Kansas City Metro average in 52 of the 55 areas that were

compared. The areas in which Lee’s Summit rated at least 10% above the national average are

listed below:

• City employees were timely in their response (+30%)

• City employees resolved my issue to my satisfaction (+26%)

• Overall quality of City services provided (+26%)

• Answers provided by City employees was prompt, accurate and complete (+26%)

• How well the City is managing growth (+25%)

• City employees were courteous and polite (+23%)

• Maintenance of City streets/buildings/facilities (+21%)

• Quality of City communication (+20%)

• Feeling of safety in your neighborhood at night (+19%)

• Visibility of police in neighborhoods (+18%)

• Number of walking/biking trails (+18%)

• Availability of City programs/services information (+18%)

• Overall value received for City taxes/fees (+17%)

• Cleanliness of City streets & other public areas (+17%)

• Quality of parks/recreation programs/facilities (+15%)

• The number of City parks (+15%)

• The City's adult athletic programs (+15%)


ETC Institute (2013) iii

Exe

cutiv

e S

um

ma

ry R

ep

ort

• Quality of customer service from City employees (+14%)

• Visibility of police in retail/business areas (+13%)

• Clean up of litter & debris (+13%)

• City's efforts to keep you informed (+13%)

• Overall quality of local police protection (+13%)

• Quality of fire/ambulance services (+12%)

• Overall quality of life in the City (+10%)

The City of Lee’s Summit rated below the national average in 5 of the 55 areas that were

assessed and rated below the Kansas City Metro average in 3 of the 55 areas. The areas in

which Lee’s Summit rated at least 5% below the national average were:

• Public transportation system (-11%)

• Quality of the City's cable channels (-6%)

• Maintenance of traffic signals/street signs (-5%)

Quality of Life in the City

Most (90%) of the residents surveyed, who had an opinion, were “very satisfied” or “satisfied”

with the overall quality of life in the City; 8% were “neutral” and only 2% were dissatisfied.

When asked how likely they would be to recommend the City as a place to live, ninety percent

(90%) of the residents surveyed, who had an opinion, were “very likely” or “likely” to

recommend the City; 7% were “neutral” and only 4% were not likely to recommend the City.

Overall Satisfaction with City Services

Eighty-three percent (83%) of the residents surveyed, who had an opinion, were “very satisfied”

or “satisfied” with the overall quality of services provided by the City of Lee’s Summit; 14% of

the residents were “neutral” and only 4% were dissatisfied. The overall city services that had

the highest levels of satisfaction, based upon the combined percentage of “very satisfied” and

“satisfied” responses among residents who had an opinion, were: the quality of fire and

emergency medical services (92%), the quality of local police services (86%), the quality of City

parks and recreation programs and facilities (86%) and the quality of City water services (78%).

Satisfaction with Specific City Services

• Police Services. The highest levels of satisfaction with police services, based upon the

combined percentage of “very satisfied” and “satisfied” responses among residents who

had an opinion, were: the professionalism of police employees (80%), how quickly the

police department responds to emergencies (76%) and the visibility of police in

neighborhoods (75%).


ETC Institute (2013) iv

Exe

cutiv

e S

um

ma

ry R

ep

ort

Residents were also asked to rate how safe they felt in various situations in the City.

The areas/situations were residents felt most safe, based upon the combined

percentage of “very safe” and “safe” responses among those who had an opinion, were:

feeling of safety in your neighborhood during the day (96%), overall feeling of safety in

the City (92%) and feeling of safety traveling on City streets (91%).

• Fire and Emergency Medical Services. The highest levels of satisfaction with fire and

emergency medical services, based upon the combined percentage of “very satisfied”

and “satisfied” responses among residents who had an opinion, were: the overall

quality of local fire protection (92%), overall quality of ambulance service (88%) and

how quickly the fire department responds to emergencies (86%).

• City Services. The highest levels of satisfaction with City services, based upon the

combined percentage of “very satisfied” and “satisfied” responses among residents who

had an opinion, were: the maintenance and preservation of Downtown Lee’s Summit

(82%), the overall cleanliness of City streets and public areas (81%), the maintenance of

traffic signals and street signs (72%) and snow removal on major City streets (72%).

• City Code Enforcement. The highest levels of satisfaction with City code enforcement

services, based upon the combined percentage of “very satisfied” and “satisfied”

responses among residents who had an opinion, were: the overall appearance of the

City (85%), enforcing the clean-up of litter and debris (60%) and enforcing the

maintenance of business property (60%).

• City Water Services. Residents were generally satisfied with City water services. Eighty-

nine percent (89%) of the residents surveyed, who had an opinion, were “very satisfied”

and “satisfied” with the reliability of water pressure in their home; 83% of the residents

surveyed, who had an opinion, were “very satisfied” and “satisfied” with the availability

of account information and 82% were satisfied with the overall quality of customer

service.

• Parks and Recreation. The highest levels of satisfaction with the City’s parks and

recreation services, based upon the combined percentage of “very satisfied” and

“satisfied” responses among residents who had an opinion, were: the number of city

parks (86%), the maintenance of City parks (85%), the Legacy Park Community Center

(80%), the Downtown Summer Music Festivals (79%) and the Legacy Park Youth Sports

Field (78%)

• City Communication. The highest levels of satisfaction with the City’s communication

services, based upon the combined percentage of “very satisfied” and “satisfied”

responses among residents, who had an opinion, were: the availability of information

about City programs and services (71%), the information provided on the City’s website

(62%) and City efforts to keep residents informed on local issues (61%).


ETC Institute (2013) v

Exe

cutiv

e S

um

ma

ry R

ep

ort

• Customer Service. Residents were asked to indicate how often City employees they

interacted with displayed various behaviors. The items that residents rated highest,

based upon the combined percentage of residents who reported the City employee

“always” or “usually” displayed the behavior, were: they were courteous and polite

(92%), they gave prompt, accurate and complete answers (87%) and they did what they

said they would do in a timely manner (86%).

Trends in Satisfaction Ratings

Satisfaction ratings for the City of Lee’s Summit improved or stayed the same in 60 of the 72

areas that were assessed in both 2008 and 2013; 41 of these improvements were statistically

significant (changes of more than 3% were significant). There were decreases in satisfaction

ratings in 12 of the 72 areas that were rated in both 2008 and 2013; only 1 of these decreases

was significant. The most notable changes in satisfaction from 2008 to 2013 are listed below

and on the following page:

Notable Increases from 2008 to 2013:

• Visibility of police in business districts (+21%)

• Maintenance of City streets (+19%)

• Overall flow of traffic and congestion management (+16%)

• Maintenance of sidewalks in the City (+16%)

• Frequency City employees helped resolve an issue to your satisfaction (+16%)

• How well City is managing growth (+14%)

• Overall quality of ambulance service (+14%)

• Frequency that City employees did what they said they would do in a timely manner

(+14%)

• Overall image of City government (+13%)

• Maintenance of City streets, municipal buildings and facilities (+13%)

• Maintenance of stormwater drainage system (+13%)

• Visibility of police in neighborhoods (+11%)

• Frequency that City employees gave prompt, accurate and complete answers (+11%)

• Snow removal on neighborhood streets (+10%)

Notable Decreases from 2008 to 2013:

• City efforts to keep you informed (-5%)

• Effectiveness of appointed boards and commissions (-3%)

• Quality of sanitary sewer services (-3%)

• Efforts to enhance fire prevention (-3%)


ETC Institute (2013) vi

Exe

cutiv

e S

um

ma

ry R

ep

ort

Other Findings

Some of the other major findings from the survey are listed below:

• City Growth and Development. Residents were asked a series of questions related to

City growth and development. The major findings from these questions are highlighted

on the following page:

o Seventy-one percent (71%) of those surveyed, who had an opinion, were “very

satisfied” or “satisfied” with the rate of growth in Lee’s Summit; 69% of the

residents surveyed, who had an opinion, were “very satisfied” or “satisfied” with

residential growth in the City and 59% were satisfied with business growth.

o The type of development that residents rated highest as being “much too slow”

or “too slow” was industrial development (44%); the type of development that

residents rated highest as being “much too fast” or “too fast” was multi-family

residential development (37%).

o Residents were asked to rate their support for various development initiatives.

The initiatives that residents were most supportive of, based upon the combined

percentage of “very supportive” and “supportive” ratings among residents who

had an opinion, were: retail development (58%) and industrial development

(55%).

o Seventy-two percent (72%) of the residents surveyed were “very supportive” or

“supportive” of the City becoming more aggressive with attracting commercial

development; 16% were “neutral,” 8% were not supportive and 4% did not

know.

o Half (50%) of the residents surveyed were “very supportive” or “supportive” of

the City dedicating an economic development fund for activities or programs

targeting commercial development; 26% were “neutral,” 17% were not

supportive and 7% did not know.

• Primary Sources of City Information. The primary sources where residents reported

they received information about the City were: City publications (67%), Lee’s Summit

Illustrated (65%) and the Lee’s Summit Journal (50%). The top four sources where

residents most preferred to receive information about the City were: City publications

(49%), Lee’s Summit Illustrated (46%), the Lee’s Summit Journal (40%) and the City

website (37%).

• Ease of Contacting the City. Most (90%) of residents who had contacted the City, felt it

was “very easy” or “somewhat easy” to reach the person they needed; 5% felt it was

“difficult” or “very difficult” to reach the person needed and 5% did not know.


ETC Institute (2013) vii

Exe

cutiv

e S

um

ma

ry R

ep

ort

Investment Priorities

Recommended Priorities for the Next Two Years. In order to help the City identify investment

priorities for the next two years, ETC Institute conducted an Importance-Satisfaction (I-S)

analysis. This analysis examined the importance that residents placed on each City service and

the level of satisfaction with each service. By identifying services of high importance and low

satisfaction, the analysis identified which services will have the most impact on overall

satisfaction with City services over the next two years. If the City wants to improve its overall

satisfaction rating, the City should prioritize investments in services with the highest

Importance Satisfaction (I-S) ratings.

Details regarding the methodology for the analysis are provided in the Section 3 of this report.

Based on the results of the Importance-Satisfaction (I-S) Analysis, ETC Institute recommends the

following:

• Overall Priorities for the City. The first level of analysis reviewed the importance of and

satisfaction with major categories of City services. This analysis was conducted to help

set the overall priorities for the City. Based on the results of this analysis, the major

services that are recommended as the top three priorities for investment over the next

two years in order to raise the City’s overall satisfaction rating are listed below in

descending order of the Importance-Satisfaction rating:

o Maintenance of streets, municipal buildings and facilities

o Overall flow of traffic and congestion management in Lee’s Summit

o Overall quality of police services

• Priorities Within Departments/Specific Areas: The second level of analysis reviewed

the importance of and satisfaction of services within departments and specific service

areas. This analysis was conducted to help departmental managers set priorities for

their department. Based on the results of this analysis, the services that are

recommended as the top priorities within each department over the next two years are

listed below:

o Police Services: Efforts to prevent crime

o Fire and Emergency Medical Services: No high priorities identified

o City Services: Maintenance of City streets and snow removal on neighborhood

streets

o City Code Enforcement: enforcing the clean-up of litter and debris, enforcing the

maintenance of residential property and enforcing the mowing of grass/weeds

on private property

o Parks and Recreation: Maintenance of City parks and Youth Athletic Programs

o Customer Service: No high priorities identified

Section 1:

Charts and Graphs

City of Lee's Summit 2013 Citizen Survey: Final Report

ETC Institute (2013) Page 1

33%

22%

15%

13%

14%

57%

61%

57%

55%

48%

8%

14%

24%

22%

27%

2%

4%

5%

10%

11%

Overall quality of life in the City

Overall quality of services provided by the City

Overall image of City government

How well City is managing growth

Overall value received for City tax dollars/fees

0% 20% 40% 60% 80% 100%

Very Satisfied (5) Satisfied (4) Neutral (3) Dissatisfied (1/2)

Satisfaction With Items That Influence Perceptions Residents Have of the City

by percentage of respondents who rated the item as a 1 to 5 on a 5-point scale (excluding don't knows)

Source: ETC Institute (December 2013 - Lee's Summit, MO)

83%

71%

56%

46%

50%

84%

75%

59%

54%

54%

90%

83%

72%

68%

62%


Overall quality of services provided by the City

Overall image of City government

How well City is managing growth

Overall value received for City tax dollars/fees

0% 20% 40% 60% 80% 100%

2004 2008 2013

by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale (excluding don't knows)

Trends

Satisfaction With Items That Influence Perceptions Residents Have of the City - 2004, 2008 & 2013




10%

13%

10%

50%

47%

44%

33%

33%

39%

7%

7%

7%

Leadership of elected officials

Effectiveness of appointed boards/commissions

0% 20% 40% 60% 80% 100%


Satisfaction with City Leadershipby percentage of respondents who rated the item as a 1 to 5 on a 5-point scale (excluding don't knows)

Effectiveness of City Managerand professional staff


57%

56%

49%

60%

61%

57%

60%

60%

54%


Effectiveness of appointed boards/commissions

0% 20% 40% 60%

2004 2008 2013


Trends

Satisfaction with City Leadership - 2004, 2008 & 2013


Effectiveness of City Managerand professional staff



13%

14%

12%

58%

55%

47%

22%

24%

22%

7%

7%

20%

Rate of growth in Lee's Summit

Quality of residential growth

Quality of business growth

0% 20% 40% 60% 80% 100%

Very satisfied (5) Satisfied (4) Neutral (3) Dissatisfied (2/1)

Satisfaction with City Growthby percentage of respondents who rated the item as a 1 to 5 on a 5-point scale (excluding don't knows)


59%

63%

62%

64%

63%

55%

71%

69%

59%

Rate of growth in Lee's Summit

Quality of residential growth

Quality of business growth

0% 20% 40% 60% 80%

2004 2008 2013


Trends

Satisfaction with City Growth - 2004, 2008 & 2013




52%

38%

28%

38%

41%

41%

7%

15%

25%

4%

6%

6%

As a place to live

As a place to do business

The City's financial health to a visitor

0% 20% 40% 60% 80% 100%

Very Likely (5) Likely (4) Neutral (3) Not Likely (2/1)

How Likely Would You Be to Recommend the City in the Following Areas:



44%

34%

41%

20%

19%

22%

18%

17%

17%

16%

13%

14%

10%

14%

13%

48%

52%

45%

58%

58%

51%

49%

49%

46%

44%

46%

43%

47%

43%

42%

8%

10%

10%

16%

19%

24%

19%

28%

35%

34%

30%

27%

22%

40%

34%

0%

5%

3%

6%

4%

3%

13%

5%

3%

6%

12%

16%

21%

4%

11%

Quality of fire and emergency medical services

Overall quality of police services

Quality of parks/recreation programs/facilities

Quality of water services

Quality of sanitary sewer services

Customer service from City employees

Maintenance of City streets/buildings/facilities

Quality of communication

Public safety education programs

Programs designed to connect citizens with City

Quality of City's stormwater management system

Quality of new commercial development

Flow of traffic/congestion management

Quality of municipal court

Enforcing private property/building ordinances

0% 20% 40% 60% 80% 100%


Overall Satisfaction With City Servicesby percentage of respondents who rated the item as a 1 to 5 on a 5-point scale (excluding don't knows)





Trends

Overall Satisfaction With City Services2004, 2008 & 2013

84%

81%

72%

71%

34%

64%

60%

48%

32%

52%

58%

86%

84%

80%

80%

72%

54%

65%

59%

54%

41%

54%

57%

92%

86%

86%

78%

77%

73%

67%

66%

63%

60%

59%

57%

57%

57%

55%
















0% 20% 40% 60% 80% 100%

2004 2008 2013


Not previously asked



84%77%

60%34%

28%27%

16%14%

10%7%6%6%

4%4%2%
















0% 20% 40% 60% 80% 100%

1st Choice 2nd Choice 3rd Choice 4th Choice

Overall City Services That Residents Think Are Most Important for Lee’s Summit to Provide

by percentage of respondents who selected the item as one of their top four choices




31%

28%

22%

19%

20%

21%

49%

48%

53%

54%

50%

46%

16%

20%

17%

22%

27%

26%

5%

4%

8%

5%

4%

7%

Professionalism of police employees

How quickly the police department responds

Visibility of police in neighborhoods

Visibility of police in business districts

Efforts to prevent crime

Quality of animal control

0% 20% 40% 60% 80% 100%


Satisfaction with Police Servicesby percentage of respondents who rated the item as a 1 to 5 on a 5-point scale (excluding don't knows)


72%

61%

53%

65%

63%

71%

64%

52%

64%

63%

80%

76%

75%

73%

70%

67%







0% 20% 40% 60% 80% 100%

2004 2008 2013


Trends

Satisfaction with Police Services 2004, 2008 & 2013





74%

72%

69%

33%

28%

7%







0% 20% 40% 60% 80%

1st Choice 2nd Choice 3rd Choice

Police Services That Residents Think Are Most Important for the City to Provide

by percentage of respondents who selected the item as one of their top three choices


42%

43%

43%

27%

33%

24%

50%

45%

43%

57%

49%

44%

7%

12%

13%

14%

17%

30%

0%

1%

1%

2%

1%

2%

Overall quality of local fire protection

Overall quality of ambulance service

How quickly the fire department responds

Number of fire stations

Visibility of fire department personnel

Efforts to enhance fire prevention

0% 20% 40% 60% 80% 100%


Satisfaction with Fire and Emergency Medical Services





89%

74%

82%

81%

74%

71%

91%

74%

81%

84%

75%

71%

92%

88%

86%

84%

82%

68%







0% 20% 40% 60% 80% 100%

2004 2008 2013


Trends

Satisfaction with Fire and Emergency Medical Services 2004, 2008 & 2013


62%

59%

46%

9%

8%

2%







0% 20% 40% 60% 80%

1st Choice 2nd Choice

Fire and Emergency Medical Services That Residents Think Are Most Important for the City to Provide

by percentage of respondents who selected the item as one of their top two choices




61%

32%

34%

35%

27%

35%

10%

35%

60%

57%

53%

60%

51%

34%

4%

7%

8%

9%

11%

12%

44%

1%

1%

2%

4%

1%

1%

13%

In your neighborhood during the day

Overall feeling of safety in Lee's Summit

Traveling on City streets

In your neighborhood at night

In other public areas in Lee's Summit

In city parks during the day

In city parks at night

0% 20% 40% 60% 80% 100%

Very Safe (5) Safe (4) Neutral (3) Unsafe (1/2)

How Safe Residents Feel In Various Situationsby percentage of respondents who rated the item as a 1 to 5 on a 5-point scale (excluding don't knows)


94%

88%

84%

80%

81%

42%

97%

89%

87%

80%

83%

40%

96%

92%

91%

88%

87%

86%

44%

In your neighborhood during the day

Overall feeling of safety in Lee's Summit

Traveling on City streets

In your neighborhood at night

In other public areas in Lee's Summit

In city parks during the day

In city parks at night

0% 20% 40% 60% 80% 100%

2004 2008 2013


Trends

How Safe Residents Feel In Various Situations 2004, 2008 & 2013





29%

18%

16%

21%

13%

14%

12%

14%

12%

9%

12%

7%

53%

63%

56%

51%

55%

52%

48%

40%

41%

42%

35%

25%

13%

15%

21%

14%

18%

26%

26%

18%

33%

32%

33%

42%

5%

4%

8%

14%

15%

7%

15%

29%

14%

17%

20%

26%

Maintenance & preservation of downtown

Overall cleanliness of City streets/public areas

Maintenance of traffic signals/street signs

Snow removal on major City streets

Maintenance of City streets

Maintenance of stormwater drainage system

Maintenance of sidewalks in the City

Snow removal on neighborhood streets

Adequacy of shared use path/trail system

Adequacy of sidewalks

Adequacy of bicycling accommodations

Adequacy of public transportation system

0% 20% 40% 60% 80% 100%


Satisfaction with City Servicesby percentage of respondents who rated the item as a 1 to 5 on a 5-point scale (excluding don't knows)


73%

71%

63%

64%

29%

47%

42%

82%

73%

69%

74%

49%

53%

44%

44%

82%

81%

72%

72%

68%

66%

60%

54%

53%

51%

47%

32%













0% 20% 40% 60% 80% 100%

2004 2008 2013


Trends

Satisfaction with City Services - 2004, 2008 & 2013






Not asked in 2004



82%

64%

48%

42%

29%

26%

23%

19%

10%

10%

7%

6%













0% 20% 40% 60% 80% 100%


4th Choice

City Services That Residents Think Are Most Important for the City to Provide



19%

11%

10%

10%

8%

9%

66%

49%

50%

46%

42%

41%

13%

28%

33%

38%

33%

30%

2%

12%

7%

6%

17%

20%

Overall appearance of the City

Enforcing the clean-up of litter and debris

Enforcing the maintenance of business property

Enforcing sign regulations

Enforcing the maintenance of residential property

Mowing/trimming of grass/weeds on private property

0% 20% 40% 60% 80% 100%


Satisfaction with City Code Enforcementby percentage of respondents who rated the item as a 1 to 5 on a 5-point scale (excluding don't knows)




76%

54%

56%

54%

46%

49%

77%

52%

55%

56%

44%

43%

85%

60%

60%

56%

50%

50%







0% 20% 40% 60% 80% 100%

2004 2008 2013


Trends

Satisfaction with City Code Enforcement 2004, 2008 & 2013


49%

48%

34%

26%

22%

7%







0% 20% 40% 60%

1st Choice

2nd Choice


Code Enforcement Services That Residents Think Are Most Important for the City to Provide




40%

30%

29%

49%

53%

53%

6%

15%

14%

5%

2%

3%

Reliability of water pressure in your home

Availability of account information

Overall quality of customer service

0% 20% 40% 60% 80% 100%


Satisfaction with City Water Services



84%

89%

89%

83%

82%

Reliability of water pressure in your home

Availability of account information

Overall quality of customer service

0% 20% 40% 60% 80% 100%

2004 2008

2013


Trends

Satisfaction with City Water Services 2004, 2008 & 2013






31%

27%

36%

29%

32%

25%

29%

22%

27%

24%

21%

25%

20%

21%

21%

24%

18%

55%

58%

44%

50%

46%

48%

44%

50%

44%

46%

48%

44%

48%

46%

45%

41%

42%

12%

13%

18%

18%

20%

18%

25%

25%

27%

27%

29%

30%

28%

28%

31%

28%

31%

2%

2%

3%

2%

2%

8%

2%

4%

2%

4%

3%

1%

4%

5%

4%

7%

9%

The number of City parks

Maintenance of City parks

Legacy Park Community Center

Downtown Summer Music Festivals

Legacy Park Youth Sports Fields

Miles of walking/biking trails

Gamber Community Center

Lee's Summit Parks and Recreation Board

Harris Park Community Center

Youth athletic programs

Other recreation program

Hartman Park Sports Area

Number of playgrounds

Ease of registering for programs

Adult athletic programs

Yout Sports Practice Areas

Fees charged for activities

0% 20% 40% 60% 80% 100%


Satisfaction with Parks and Recreationby percentage of respondents who rated the item as a 1 to 5 on a 5-point scale (excluding don't knows)


75%

80%

70%

79%

70%

68%

63%

70%

61%

59%

77%

86%

74%

74%

72%

67%

65%

68%

60%

55%

86%

85%

80%

79%

78%

73%

73%

72%

71%

70%

69%

69%

68%

67%

66%

65%

60%


















0% 20% 40% 60% 80% 100%

2004 2008 2013


Trends

Satisfaction with Parks and Recreation2004, 2008 & 2013











74%34%

32%25%

24%21%

20%19%

17%14%

13%12%11%10%

9%3%

1%


















0% 20% 40% 60% 80%


4th Choice

Parks and Recreation Services That Residents Think Are Most Important for the City to Provide



16%

14%

14%

13%

9%

55%

48%

47%

41%

34%

25%

34%

29%

41%

42%

5%

4%

9%

4%

15%

Availability info about City programs/services

Information on City's website

City efforts to keep you informed

Programming on City's cable channels

Level of public involvement in local decisions

0% 20% 40% 60% 80% 100%


Satisfaction with City Communicationby percentage of respondents who rated the item as a 1 to 5 on a 5-point scale (excluding don't knows)




70%

64%

43%

69%

66%

42%

71%

62%

61%

54%

43%

Availability info about City programs/services

Information on City's website

City efforts to keep you informed

Programming on City's cable channels

Level of public involvement in local decisions

0% 20% 40% 60% 80%

2004 2008 2013


Trends

Satisfaction with City Communication2004, 2008 & 2013




How Often Residents Watch the City's Government Access Cable Channels

by percentage of respondents

Everyday2%

At least once a week14%

At least once a month14%

Less than once a month20%

Not at all49%

Don't know1%


Everyday1%

At least once a week6%


Less than once a month24%

Not at all54%

Don't know2%

20132008



How Often Residents Watch Public Meetings on the City's Government Access Cable Channels

or on the City’s website by percentage of respondents


A few times a year11%

Once or twice a year8%

Almost never68%

Don't know1%



A few times a year2%

Once or twice a year20%

Almost never68%

Don't know1%

2008 2013

Sources of Information Currently Used to Get Information About Lee's Summit



67%

65%

50%

44%

42%

38%

38%

22%

18%

17%

14%

14%

6%

4%

2%

2%

0%

0%

City publications

Lee’s Summit Illustrated, LSPR’s program/activity

Lee’s Summit Journal

City website (cityofls.net)

Broadcast news television

City Scope Quarterly Newsletter

Kansas City Star

Special message section on water bill

Gov’t cable channel

e-newsletters

Facebook

Lee’s Summit Post-Tribune

Public meetings

Nixle

Video streaming on the City’s website

Twitter

Pinterest

YouTube

0% 20% 40% 60% 80%

0.3%

0.4%



56%

63%

50%

40%

47%

50%

47%

31%

31%

14%

7%

67%

65%

50%

44%

42%

38%

38%

22%

18%

17%

14%

14%

6%

4%

2%

2%

0%

0%

City publications

Lee’s Summit Illustrated, LSPR’s program/activity

Lee’s Summit Journal




Kansas City Star


Gov’t cable channel

e-newsletters

Facebook

Lee’s Summit Post-Tribune

Public meetings

Nixle

Video streaming on the City’s website

Twitter

Pinterest

YouTube

0% 20% 40% 60% 80%

2008

2013


Trends

Sources of Information Currently Used to Get Information About Lee's Summit - 2008 & 2013


0.4%

0.3%








Sources of Information Residents Would Prefer to Receive Information About the City



0%0%

49%46%

40%37%

28%27%

23%11%11%11%

10%8%

5%4%4%

2%1%

City publications

Lee's Summit Illustrated, LSPR's program/activity

Lee's Summit Journal




Kansas City Star

Governement cable channel

Facebook

e-newsletters


Lee's Summit Post-Tribune

Public meetings

Other

Nixle

Twitter

Video streaming on the City's website

YouTube

Pinterest

0% 20% 40% 60% 80%

1st Choice 2nd Choice 3rd Choice 4th Choice

0.4%0.1%



Yes54%

No46%


Have You Had Any Contact with the City of Lee’s Summit During the Past Year?


Which City Department did you contact most recently?


33%25%

22%20%

16%11%11%

10%10%

9%8%8%7%

5%4%

3%2%

1%0%

Parks and Recreation

Police

Water Utilities

Animal Control

Codes Administration

Administration

Public Works Operations (Streets)

Fire

City Clerk

Public Works - Admin & Engineering

Solid Waste and Environment

Planning and Development

Finance/Treasury

Law

Municipal Court

Airport

Human Resources

Procurement and Contract Services

Fleet Division

0% 20% 40% 60%

by percentage of respondents who had contacted the City during the past year

0.2%



How easy was it to reach the person you needed to reach?

by percentage of respondents who had contacted the City during the past year

Very easy60%

Somewhat easy30% Difficult

3%

Very difficult2%

Don't Know5%


64%

55%

56%

53%

28%

32%

30%

29%

7%

9%

8%

10%

2%

4%

6%

8%

They were courteous and polite

They gave prompt/accurate/complete answers

They did what they said in a timely manner

They helped resolve an issue to your satisfaction

0% 20% 40% 60% 80% 100%

Always (5) Usually (4) Sometimes (3) Seldom/Never (2/1)

How Often Did the City Employees You Contacted Display the Following Behaviors:

by percentage of respondents who had contacted the City during the past year and who rated the item as a 1 to 5 on a 5-point scale (excluding don't knows)




85%

70%

72%

68%

87%

76%

72%

66%

92%

87%

86%

82%





0% 20% 40% 60% 80% 100%

2004 2008 2013


Trends

How Often Did the City Employees You Contacted Display the Following Behaviors:

2004, 2008 & 2013


56%

49%

40%

33%





0% 20% 40% 60% 80%

1st Choice 2nd Choice

Customer Service Items That Residents Think Are Most Important for the City to Provide





10%

5%

5%

2%

1%

34%

25%

24%

9%

5%

52%

62%

58%

72%

58%

5%

8%

13%

17%

37%

Industrial development

Office development

Retail development

Single-family residential development

Multi-family residential development

0% 20% 40% 60% 80% 100%

Much Too Slow (5) Too Slow (4) Just Right (3) Too Fast (1/2)

Ratings of the City’s Current Pace of Development



19%

18%

15%

11%

4%

39%

37%

39%

30%

14%

26%

31%

32%

35%

36%

16%

15%

14%

25%

46%

Retail development

Industrial development

Office development

Single-family residential development

Multi-family residential development

0% 20% 40% 60% 80% 100%

Very Supportive (5) Supportive (4) Neutral (3) Not Supportive (1/2)

Support for Various Development Incentives





How supportive would you be of the City becoming more aggressive with attracting

commercial development?by percentage of respondents

Very supportive29%

Supportive43%

Neutral16%

Not supportive4%

Not supportive at all4%

Don't know4%


How supportive would you be of the City dedicating an economic development fund for activities or programs

targeting commercial development?by percentage of respondents

Very supportive14%

Supportive36%

Neutral26%

Not Supportive10%

Not Supportive at all7%

Don't Know7%




Demographics


Demographics: Number of People Living in the Homeby percentage of respondents

One12%

Two43%

Three18% Four

16%

Five or more11%




Demographics: Current Employment Statusby percentage of respondents

Employed outside home61%

Employed in home6%

Student1%

Retired26%

Not currently employed5%


Demographics: Where Residents Workby percentage of respondents


34%

30%

14%

11%

9%

6%

6%

1%

In Lee's Summit

Kansas City, MO

Johnson County, KS

Elsewhere in Jackson County, MO

Independence, MO

Elsewhere in MO

Elsewhere in KS

Clay/Platte Counties in MO

0% 20% 40% 60% 80%



Demographics: Do you own or rent your current residence?


Own94%

Rent6%


Demographics: Number of Years Lived in the Cityby percentage of respondents

Under 5 years9%

5-14 years28%

15-24 years28%

25-34 years18%

35+ years13%

Not Provided4%




Under $30,0005%

$30,000 to $59,99919%

$60,000 to $99,99927%

$100,000 or more40%

Not provided9%

Demographics: Total Annual Household Incomeby percentage of respondents


Male51%

Female49%

Demographics: Gender of the Respondentsby percentage of respondents




None54%

Less than $5018%

$50 to $10012% $101 to $200

8%

$201 to $5005%

More than $5002%

Not provided1%

Demographics: Approximately how much have you or other members of your household spent on Internet

purchases during the past week? by percentage of respondents




Section 2:

Benchmarking Analysis



BE

NC

HM

AR

KIN

G A

NA

LYS

IS

Benchmarking Analysis City of Lee’s Summit 2013 Citizen Survey

Overview

ETC Institute's DirectionFinder® program was originally developed in 1999 to help community leaders in

Kansas and Missouri use statistically valid community survey data as a tool for making better decisions.

Since November 1999, the survey has been administered in more than 210 cities and counties in 43 states.

This report contains benchmarking data from two sources: (1) an annual national survey that was

administered by ETC Institute to a random sample of more than 2,000 residents in the continental United

States and (2) surveys that have been administered by ETC Institute in 30 communities in the Kansas City

metro area between January 2009 and December 2013. Some of the Kansas and Missouri communities

represented in this report include:

• Ballwin, Missouri

• Blue Springs, Missouri

• Bonner Springs, Kansas

• Butler, Missouri

• Columbia, Missouri

• Excelsior Springs, Missouri

• Gardner, Kansas

• Grandview, Missouri

• Harrisonville, Missouri

• Independence, Missouri

• Johnson County, Kansas

• Kansas City, Missouri

• Lawrence, Kansas

• Leawood, Kansas

• Lee’s Summit, Missouri

• Lenexa, Kansas

• Liberty, Missouri

• Merriam, Kansas

• Mission, Kansas

• O’Fallon, Missouri

• Olathe, Kansas

• Overland Park, Kansas

• Platte City, Missouri

• Pleasant Hill, Missouri

• Raymore, Missouri

• Riverside, Missouri

• Roeland Park, Kansas

• Shawnee, Kansas

• Spring Hill, Kansas

• Unified Government of Kansas City

and Wyandotte County

National Benchmarks. The first set of charts on the following pages show how the overall results for Lee’s

Summit compare to the national average based on the results of an annual survey that was administered by

ETC Institute to a random sample of more than 2,000 U.S. residents. This set of charts also includes the

average of 10 selected KC metro communities, including: Lenexa, Blue Springs, Olathe, Johnson County,

Overland Park, Independence, Kansas City, Jackson County, Liberty and Shawnee. Lastly, this set of charts

includes the KC metro average taken from the 30 communities listed above.



BE

NC

HM

AR

KIN

G A

NA

LYS

IS

Kansas City Metro Benchmarks. The second set of charts show the highest, lowest, and average (mean)

levels of satisfaction in the 30 communities listed above. The mean rating is shown as a vertical line, which

indicates the average level of satisfaction for the metropolitan Kansas City area. The actual ratings for Lee’s

Summit are listed to the right of each chart. The dot on each bar shows how the results for Lee’s Summit

compare to the other communities in the Kansas City area where the DirectionFinder® survey has been

administered.



National Benchmarks(All Communities)

Note: The benchmarking data contained in this report is protected intellectual property. Any reproduction of

the benchmarking information in this report by persons or organizations not directly affiliated with the City of

Lee's Summit is not authorized without written consent from ETC Institute.

Source: ETC Institute (2013)

90%

90%

83%

72%

68%

62%

83%

90%

75%

77%

58%

60%

71%

79%

54%

65%

52%

40%

80%

84%

57%

72%

44%

45%


The City as a place to live

Overall quality of City services

Overall image of the City

How well the City is managing growth

Overall value received for City taxes/fees

0% 20% 40% 60% 80% 100%

Lee's Summit Selected KC Metro Avg KC Metro Avg U.S. Avg

Satisfaction with Issues that Influence Perceptions of the City:

City of Lee's Summit vs. Selected KC Metro vs. KC Metro vs. U.S.by percentage of respondents who rated the item 4 or 5 on a 5-point scale

where 5 was "very satisfied" and 1 was "very dissatisfied"

Source: ETC Institute (2013) National Benchmarking Data - All Communities



92%

86%

86%

78%

77%

73%

67%

66%

63%

59%

57%

55%

89%

80%

82%

73%

75%

70%

59%

63%

66%

65%

60%

60%

78%

73%

69%

74%

68%

57%

48%

48%

61%

52%

61%

44%

80%

73%

71%

78%

74%

59%

46%

46%

60%

62%

54%

50%

Quality of fire/ambulance services

Overall quality of local police protection


Water services

Sanitary sewer (wastewater) services

Quality of customer service from City employees


Quality of City communication


Quality of City's stormwater runoff/management


Enforcement of codes

0% 20% 40% 60% 80% 100%


Overall Satisfaction with City Services:City of Lee's Summit vs. Selected KC Metro vs. KC Metro vs. U.S.

by percentage of respondents who rated the item 4 or 5 on a 5-point scalewhere 5 was "very satisfied" and 1 was "very dissatisfied"


Overall Satisfaction with Public Safety Services:City of Lee's Summit vs. Selected KC Metro vs. KC Metro vs. U.S.


92%

88%

86%

76%

75%

73%

70%

68%

67%

88%

85%

88%

72%

66%

63%

67%

75%

58%

85%

74%

83%

74%

53%

54%

63%

66%

54%

90%

87%

87%

72%

57%

60%

62%

65%

59%


Quality of local ambulance service

How quickly fire personnel respond to emergencies

How quickly police respond to emergencies


Visibility of police in retail/business areas


Efforts to enhance fire protection


0% 20% 40% 60% 80% 100%





96%

88%

93%

81%

92%

73%

92%

69%

In their neighborhood during the day

In their neighborhood at night

0% 20% 40% 60% 80% 100%


How Safe Residents Feel in Their Community:City of Lee's Summit vs. Selected KC Metro vs. KC Metro vs. U.S.

by percentage of respondents who rated the item 4 or 5 on a 5-point scalewhere 5 was "very safe" and 1 was "very unsafe"

National Benchmarking Data - All CommunitiesSource: ETC Institute (2013)

81%

72%

72%

68%

60%

54%

32%

77%

68%

76%

59%

53%

58%

33%

66%

78%

69%

51%

48%

45%

30%

64%

77%

65%

59%

52%

49%

43%

Cleanliness of City streets & other public areas




Maintenance of City sidewalks


Public transportation system

0% 20% 40% 60% 80% 100%


Overall Satisfaction with City Services:City of Lee's Summit vs. Selected KC Metro vs. KC Metro vs. U.S.





60%

56%

50%

50%

50%

59%

48%

48%

51%

57%

49%

45%

47%

56%

48%

48%

Clean up of litter & debris


Enforcing mowing on private property

Enforcing maintenance of residential property

0% 20% 40% 60% 80% 100%


Overall Satisfaction with City Code Enforcement:City of Lee's Summit vs. Selected KC Metro vs. KC Metro vs. U.S.



86%

85%

73%

70%

67%

66%

82%

82%

71%

66%

65%

60%

62%

70%

53%

67%

63%

51%

71%

77%

55%

69%

62%

51%



Number of walking/biking trails

The City's youth athletic programs


The City's adult athletic programs

0% 20% 40% 60% 80% 100%


Overall Satisfaction with Parks and Recreation: City of Lee's Summit vs. Selected KC Metro vs. KC Metro vs. U.S.





Overall Satisfaction with City Communication:City of Lee's Summit vs. Selected KC Metro vs. KC Metro vs. U.S.


71%

62%

61%

54%

43%

67%

59%

60%

44%

41%

47%

54%

44%

45%

39%

53%

59%

48%

60%

41%

Availability of City programs/services information

Quality of information on City's website

City's efforts to keep you informed

Quality of City's cable channels

Public involvement in local decisions

0% 20% 40% 60% 80% 100%



Overall Satisfaction with City Customer Service:City of Lee's Summit vs. Selected KC Metro vs. KC Metro vs. U.S.

by percentage of respondents who rated the item 4 or 5 on a 5-point scalewhere 5 was "always" and 1 was "never"


92%

87%

86%

82%

92%

84%

83%

78%

68%

56%

55%

53%

69%

61%

56%

56%

The were courteous and polite

Promptness/accuracy/completeness of answers

They were timely in their response

Resolved my issue to my satisfaction

0% 20% 40% 60% 80% 100%




Metropolitan Kansas City Benchmarks


97%

96%

92%

81%

78%

90%

29%

22%

36%

24%

18%

51%


Overall image of the City

Overall quality of City services

Overall value received for City taxes/fees

How well the City is managing growth

The City as a place to live

0% 20% 40% 60% 80% 100%LOW---------MEAN--------HIGH

Perceptions that Kansas City Area Residents Haveof the City in Which They Live in 2013

by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale

Lee's Summit, MO

90%

83%

72%

90%


62%

68%

New Highs Set Are Underlined in Blue



80%

79%

75%

38%

35%

24%


Leadership of the City Manager/staff

Leadership of appointed boards/commissioners

0% 20% 40% 60% 80% 100%

LOW---------MEAN--------HIGH

Satisfaction with City Leadership in the Kansas City Area in 2013

Lee's Summit, MO

60%

60%

54%




97%

96%

94%

89%

89%

88%

88%

83%

82%

78%

78%

73%

31%

59%

52%

51%

54%

22%

30%

25%

32%

32%

44%

28%


Quality of fire/ambulance services

Overall quality of local police protection

Sanitary sewer (wastewater) services

Water services


Quality of customer service from City employees

Quality of City communication

Quality of City's stormwater runoff/management



Enforcement of codes

0% 20% 40% 60% 80% 100%


LOW---------MEAN--------HIGH

Lee's Summit, MO

86%

92%

73%

67%

63%

86%

59%

55%

Overall Satisfaction With City Services Provided by Cities in the Kansas City Area in 2013


77%

78%

66%

57%




95%

94%

92%

92%

88%

87%

86%

79%

74%

65%

52%

55%

69%

32%

41%

58%

40%

41%

Quality of local ambulance service



How quickly fire personnel respond to emergencies



Efforts to enhance fire protection


Visibility of police in retail/business areas

0% 20% 40% 60% 80% 100%LOW---------MEAN--------HIGH


Satisfaction with Various Public Safety Services Provided by Cities in the Kansas City Area in 2013

Lee's Summit, MO

88%

86%

75%

70%

67%

68%

92%


76%

73%


99%

92%

82%

52%

In their neighborhood during the day

In their neighborhood at night

0% 20% 40% 60% 80% 100%

LOW---------MEAN--------HIGH

Feeling of Safety in Communities in the Kansas City Area in 2013

Lee's Summit, MO

96%

88%






93%

93%

90%

89%

88%

87%

82%

43%

41%

33%

22%

39%

21%

21%

27%

23%


Cleanliness of City streets & other public areas



Maintenance of City sidewalks


Maintenance/preservation of Downtown

Public transportation system

0% 20% 40% 60% 80% 100%LOW---------MEAN--------HIGH


Satisfaction with City Services Provided by Cities in the Kansas City Area in 2012

Lee's Summit, MO

72%

81%

72%

68%

32%

54%

82%

60%

Source: ETC Institute (2013) New Highs Set Are Underlined in Blue

77%

76%

74%

72%

68%

24%

30%

19%

23%

22%

Enforcing maintenance of business property


Enforcing mowing on private property

Clean up of litter & debris

Enforcing maintenance of residential property

0% 20% 40% 60% 80% 100%LOW---------MEAN--------HIGH


Satisfaction with Code Enforcement by Cities in the Kansas City Area in 2013

Lee's Summit, MO

60%

50%

60%

50%

56%




97%

88%

86%

82%

80%

79%

72%

44%

17%

31%

19%

18%

26%

31%


Number of walking/biking trails


The City's youth athletic programs

The City's adult athletic programs


Fees charged for recreation programs

0% 20% 40% 60% 80% 100%

LOW---------MEAN--------HIGH


Satisfaction with Parks and Recreation Services Provided by Cities in the Kansas City Area in 2013

Lee's Summit, MO

85%

73%

70%

66%

60%

86%

67%


84%

79%

76%

64%

62%

30%

30%

38%

23%

20%

Availability of City programs/services information

City's efforts to keep you informed

Quality of information on City's website

Quality of City's cable channels

Public involvement in local decisions

0% 20% 40% 60% 80% 100%LOW---------MEAN--------HIGH

Satisfaction with Various Aspects of City Communication Provided by Cities in the Kansas City Area in 2013

Lee's Summit, MO

71%

61%

43%



62%

54%




Section 3:

Importance-Satisfaction

Analysis



Importan

ce‐Satisfaction Analysis

Importance‐Satisfaction Analysis City of Lee’s Summit 2013 Citizen Survey

Overview Today, city officials have limited resources which need to be targeted to activities that are of the most benefit to their citizens. Two of the most important criteria for decision making are (1) to target resources toward services of the highest importance to citizens; and (2) to target resources toward those services where citizens are the least satisfied. The Importance‐Satisfaction (IS) rating is a unique tool that allows public officials to better understand both of these highly important decision making criteria for each of the services they are providing. The Importance‐Satisfaction rating is based on the concept that cities will maximize overall citizen satisfaction by emphasizing improvements in those service categories where the level of satisfaction is relatively low and the perceived importance of the service is relatively high.

Methodology The rating is calculated by summing the percentage of responses for items selected as the most important services for the City to provide. This sum is then multiplied by 1 minus the percentage of respondents that indicated they were positively satisfied with the City's performance in the related area (the sum of the ratings of 4 and 5 on a 5‐point scale excluding “don't know” responses). “Don't know” responses are excluded from the calculation to ensure that the satisfaction ratings among service categories are comparable. [IS=Importance x (1‐Satisfaction)]. Example of the Calculation. Respondents were asked to identify the overall City services they thought were most important for the City to emphasize over the next two years. Approximately sixty percent (59.5%) selected the “maintenance of streets, municipal buildings and facilities” as one of the most important overall City services for the City to provide.



Importan


With regard to satisfaction, approximately sixty‐seven percent (67.4%) of the residents surveyed rated their overall satisfaction with the “maintenance of streets, municipal buildings and facilities” as a “4” or a “5” on a 5‐point scale (where “5” means “very satisfied”). The I‐S rating for the “maintenance of streets, municipal buildings and facilities” was calculated by multiplying the sum of the most important percentages by 1 minus the sum of the satisfaction percentages. In this example, 59.5% was multiplied by 32.6% (1‐0.674). This calculation yielded an I‐S rating of 0.1940, which ranked first out of fifteen Major City Services. The maximum rating is 1.00 and would be achieved when 100% of the respondents select an item as one of their most important choices and 0% indicate that they are positively satisfied with the delivery of the service. The lowest rating is 0.00 and could be achieved under either one of the following two situations:

if 100% of the respondents were positively satisfied with the delivery of the service

if none (0%) of the respondents selected the service as one of the most important areas for the City to provide.

Interpreting the Ratings Ratings that are greater than or equal to 0.20 identify areas that should receive significantly more emphasis over the next two years. Ratings from .10 to .20 identify service areas that should receive increased emphasis. Ratings less than .10 should continue to receive the current level of emphasis.

Definitely Increase Emphasis (IS>=0.20)

Increase Current Emphasis (0.10<=IS<0.20)

Maintain Current Emphasis (IS<0.10) The results for Lee’s Summit are provided on the following page.



Importance-Satisfaction Rating

City of Lee's Summit

Overall City Services

Category of Service

Most

Important

%

Most

Important

Rank

Satisfaction

%

Satisfaction

Rank

Importance-

Satisfaction

Rating

I-S Rating

Rank

High Priority (IS .10-.20)

Maintenance of streets, municipal buildings and facilities 60% 3 67% 7 0.1940 1

Overall flow of traffic and congestion management in Lee’s Summit 27% 6 57% 13 0.1179 2

Overall quality of police services 84% 1 86% 2 0.1169 3

Medium Priority (IS <.10)

Overall quality of water services 34% 4 78% 4 0.0741 4

Overall quality of new commercial development in the City 16% 7 57% 12 0.0707 5

Overall quality of fire and emergency medical services (ambulance) 77% 2 92% 1 0.0622 6

Enforcement of private property/building maintenance ordinances 10% 9 55% 15 0.0428 7

Overall quality of parks and recreation programs and facilities 28% 5 86% 3 0.0396 8

Overall quality of sanitary sewer (wastewater) services 14% 8 77% 5 0.0327 9

Quality of the City's stormwater runoff/stormwater management system 7% 10 59% 11 0.0301 10

Overall quality of communication 6% 11 66% 8 0.0197 11

Overall quality of customer service you receive from employees 6% 12 73% 6 0.0154 12

Overall quality of programs designed to connect citizens with the City 4% 14 60% 10 0.0152 13

Overall quality of public safety education programs 4% 13 63% 9 0.0141 14

Overall quality of municipal court 2% 15 57% 14 0.0095 15

Note: The I-S Rating is calculated by multiplying the "Most Important" % by (1-'Satisfaction' %)

Most Important %: The "Most Important" percentage represents the sum of the first, second, third and fourth

most important responses for each item. Respondents were asked to identify

the items they thought should receive the most emphasis over the next two years.

Satisfaction %: The "Satisfaction" percentage represents the sum of the ratings "4" and "5" excluding 'don't knows.'

Respondents ranked their level of satisfaction with the each of the items on a scale

of 1 to 5 with "5" being very satisfied and "1" being very dissatisfied.

© 2013 DirectionFinder by ETC Institute





Police Services

Category of Service

Most

Important

%

Most

Important

Rank

Satisfaction

%

Satisfaction

Rank

Importance-

Satisfaction

Rating

I-S Rating

Rank

Very High Priority (IS >.20)

Efforts to prevent crime 72% 2 70% 5 0.2163 1


The visibility of police in neighborhoods 74% 1 75% 3 0.1862 2

How quickly the police department responds to emergencies 69% 3 76% 2 0.1649 3


The visibility of police in business districts 33% 4 73% 4 0.0892 4

Overall professionalism of police employees 28% 5 80% 1 0.0570 5

Quality of animal control 7% 6 67% 6 0.0228 6


Most Important %: The "Most Important" percentage represents the sum of the first, second, and third











Fire and Emergency Medical Services

Category of Service

Most

Important

%

Most

Important

Rank

Satisfaction

%

Satisfaction

Rank

Importance-

Satisfaction

Rating

I-S Rating

Rank


How quickly the fire department responds to emergencies 62% 1 86% 3 0.0847 1

Overall quality of ambulance service 46% 3 88% 2 0.0574 2

Overall quality of local fire protection 59% 2 92% 1 0.0455 3

Efforts to enhance fire prevention 8% 5 68% 6 0.0262 4

The number of fire stations 9% 4 84% 4 0.0148 5

Visibility of fire department personnel 2% 6 82% 5 0.0035 6


Most Important %: The "Most Important" percentage represents the sum of the first and second











City Services

Category of Service

Most

Important

%

Most

Important

Rank

Satisfaction

%

Satisfaction

Rank

Importance-

Satisfaction

Rating

I-S Rating

Rank

Very High Priority (IS >.20)

Maintenance of city streets 82% 1 68% 5 0.2634 1

Snow removal on neighborhood streets 48% 3 54% 8 0.2222 2


Snow removal on major city streets 64% 2 72% 4 0.1816 3

Maintenance of city traffic signals/street signs 42% 4 72% 3 0.1184 4


Maintenance of sidewalks in the city 23% 7 60% 7 0.0948 5

Maintenance of stormwater drainage system 26% 6 66% 6 0.0878 6

Adequacy of public transportation system 10% 9 32% 12 0.0662 7

Cleanliness of city streets/other public areas 29% 5 81% 2 0.0551 8

Adequacy of sidewalks 10% 10 51% 10 0.0467 9

Adequacy of bicycling accommodations 7% 11 47% 11 0.0373 10

Maintenance/preservation of downtown 19% 8 82% 1 0.0353 11

Adequacy of shared use path/trail system 6% 12 53% 9 0.0291 12













City Code Enforcement

Category of Service

Most

Important

%

Most

Important

Rank

Satisfaction

%

Satisfaction

Rank

Importance-

Satisfaction

Rating

I-S Rating

Rank


Enforcing the clean-up of litter and debris 49% 1 60% 2 0.1951 1

Enforcing the maintenance of residential property 34% 3 50% 5 0.1688 2

Enforcing the mowing of grass/weeds on private property 26% 4 50% 6 0.1278 3


Enforcing the maintenance of business property 22% 5 60% 3 0.0871 4

Overall appearance of the City 48% 2 85% 1 0.0708 5

Enforcing sign regulations 7% 6 56% 4 0.0299 6













Parks and Recreation

Category of Service

Most

Important

%

Most

Important

Rank

Satisfaction

%

Satisfaction

Rank

Importance-

Satisfaction

Rating

I-S Rating

Rank


Maintenance of city parks 74% 1 85% 2 0.1109 1

Youth Athletic Programs 34% 2 70% 10 0.1028 2


Miles of walking/biking trails 32% 3 73% 6 0.0864 3

Fees charged for activities 19% 8 60% 17 0.0748 4

Other recreation programs 21% 6 69% 11 0.0663 5

Downtown Summer Music Festivals 24% 5 79% 4 0.0486 6

Number of playgrounds 14% 10 68% 13 0.0437 7

Legacy Park Community Center 20% 7 80% 3 0.0412 8

Adult Athletic Programs 12% 12 66% 15 0.0394 9

Legacy Park Youth Sports Fields 17% 9 78% 5 0.0363 10

Youth Sports Practice Areas 10% 14 65% 16 0.0356 11

Number of city parks 25% 4 86% 1 0.0356 12

Lee’s Summit Parks and Recreation Board 13% 11 72% 8 0.0350 13

Gamber Community Center 11% 13 73% 7 0.0290 14

Ease of registering for programs 9% 15 67% 14 0.0281 15

Harris Park Community Center 3% 16 71% 9 0.0081 16

Hartman Park Sports Area 1% 17 69% 12 0.0041 17













Customer Service

Category of Service

Most

Important

%

Most

Important

Rank

Satisfaction

%

Satisfaction

Rank

Importance-

Satisfaction

Rating

I-S Rating

Rank


They gave prompt, accurate, and complete answers to questions 56% 1 87% 2 0.0743 1

They helped you resolve an issue to your satisfaction 40% 3 82% 4 0.0742 2

They did what they said they would do in a timely manner 49% 2 86% 3 0.0692 3

They were courteous and polite 33% 4 92% 1 0.0278 4











Importan


Importance‐Satisfaction Matrix Analysis. The Importance‐Satisfaction rating is based on the concept that public agencies will maximize overall customer satisfaction by emphasizing improvements in those areas where the level of satisfaction is relatively low and the perceived importance of the service is relatively high. ETC Institute developed an Importance‐Satisfaction Matrix to display the perceived importance of major services that were assessed on the survey against the perceived quality of service delivery. The two axes on the matrix represent Satisfaction (vertical) and relative Importance (horizontal). The I‐S (Importance‐Satisfaction) matrix should be interpreted as follows.

Continued Emphasis (above average importance and above average satisfaction). This area shows where the City is meeting customer expectations. Items in this area have a significant impact on the customer’s overall level of satisfaction. The City should maintain (or slightly increase) emphasis on items in this area.

Exceeding Expectations (below average importance and above average

satisfaction). This area shows where the City is performing significantly better than customers expect the City to perform. Items in this area do not significantly affect the overall level of satisfaction that residents have with City services. The City should maintain (or slightly decrease) emphasis on items in this area.

Opportunities for Improvement (above average importance and below average

satisfaction). This area shows where the City is not performing as well as residents expect the City to perform. This area has a significant impact on customer satisfaction, and the City should DEFINITELY increase emphasis on items in this area.

Less Important (below average importance and below average satisfaction).

This area shows where the City is not performing well relative to the City’s performance in other areas; however, this area is generally considered to be less important to residents. This area does not significantly affect overall satisfaction with City services because the items are less important to residents. The agency should maintain current levels of emphasis on items in this area.

Matrices showing the results for Lee’s Summit are provided on the following pages.



Sa

tis

facti

on

Ra

tin

g

!

!

!

!

!

!

!!

!

!

!

!

!

!

!

mea

n s

ati

sfa

cti

on

Opportunities for Improvement

2013 Lee's Summit Citizen Survey

Importance-Satisfaction Assessment Matrix

-Overall City Services-(points on the graph show deviations from the mean importance and Satisfaction ratings given by respondents to the survey)

mean importance

Importance RatingLower Importance Higher Importance

lower importance/higher Satisfaction higher importance/higher Satisfaction

lower importance/lower Satisfaction higher importance/lower Satisfaction

Exceeded Expectations

Less Important

Continued Emphasis


Quality of sanitary sewer

Quality of stormwater

runoff/stormwater

management system

New commercial

development

Maintenance of streets/

municipal buildings/

facilities

Quality of parks

and recreation

programs/facilities

Quality of police services


Quality of fire/emergency

medical services

Enforcement of

private property/

building ordinances


Quality of customer services

Communication


Programs to connect citizens w/ City

Quality of public safety

education programs



Sa

tis

fac

tio

n R

ati

ng

!

!

!

!

!

!

me

an

Sati

sfa

cti

on


mean importance



lower importance/lower Satisfaction higher importance/lower Satisfaction


Less Important

Continued Emphasis



Overall professionalism

of police employees



-Police Services-(points on the graph show deviations from the mean importance and Satisfaction ratings given by respondents to the survey)







Sa

tis

fac

tio

n R

ati

ng

!

!

!

!

!

!

sati

sfa

cti

on

Ag

reem

en

t


mean importance



Less Important

Continued Emphasis



higher importance/lower Satisfactionlower importance/lower Satisfaction




-Fire and Emergency Medical Services-(points on the graph show deviations from the mean importance and Satisfaction ratings given by respondents to the survey)


How quickly fire department

respond to emergencies

Quality of ambulance service

Quality of local fire protection




Sa

tis

fac

tio

n R

ati

ng

!

!

!

!

!

!

!

!

!

!

!

!

me

an

sa

tisfa

cti

on


mean importance



Less Important

Continued Emphasis

Snow removal on

neighborhood

streets

Maintenance of

traffic signals/

street signs

Snow removal on

major city streets


higher importance/higher Satisfaction


lower importance/higher Satisfaction



-City Services-(points on the graph show deviations from the mean importance and Satisfaction ratings given by respondents to the survey)

Cleanliness of city streets/other public areas

Maintenance of

city streets


Maintenance of sidewalks in the city

Maintenance/preservation of downtown

Adequacy of

sidewalksAdequacy of bicycling

accommodations

Adequacy of public

transportation

system

Adequacy of shared

use path/trail system



Sa

tis

fac

tio

n R

ati

ng

!

!

!

!!

!

sati

sfa

cti

on

Ag

ree

me

nt


mean importance



Less Important

Continued Emphasis

Enforcing clean-up of litter/debris

Enforcing maintenance of

residential property

Enforcing sign

regulations

Enforcing

maintenance of

business

property


lower importance/higher Satisfaction higher importance/higher SatisfactionOverall appearance

of the city



-City Code Enforcement-(points on the graph show deviations from the mean importance and Satisfaction ratings given by respondents to the survey)

Enforcing mowing of grass/weeds

on private property




Sa

tis

fac

tio

n R

ati

ng

!

!!

!

!

!

!

!

!

!

!

!

!

!

!

!

!

sati

sfa

cti

on

Ag

ree

me

nt


mean importance



Less Important

Continued Emphasis



Gamber community center

Legacy Park community center



Maintenance of city parks



-Parks and Recreation-(points on the graph show deviations from the mean importance and Satisfaction ratings given by respondents to the survey)

Downtown summer music festivals

Youth sports practice areas

Other recreation programs

Number of city parks


Legacy Park youth sports fields

Lee’s Summit parks

and recreation board


Harris Park community center

Hartman Park sports area






Sa

tis

fac

tio

n R

ati

ng

!

!

!

!

sati

sfa

cti

on

Ag

ree

me

nt


mean importance



Less Important

Continued Emphasis


They helped you resolve an

issue to your satisfaction

They did what they said they

would do in a timely matter





-Customer Service-(points on the graph show deviations from the mean importance and Satisfaction ratings given by respondents to the survey)

They gave prompt, accurate and

complete answers to questions




Section 4:

GIS Mapping



Interpreting the Maps

The maps on the following pages show the mean ratings for several

questions by Census Block Group within Lee’s Summit, Missouri. If all

areas on a map are the same color, then most residents in the City generally

feel the same about that issue.

When reading the maps, please use the following color scheme as a guide:

• DARK/LIGHT BLUE shades generally indicate POSITIVE ratings.

Shades of blue generally indicate higher levels of satisfaction, higher

likelihood, higher safety ratings, higher agreement ratings or higher

levels of support for the issue in question. For Question 25, shades of

blue indicate higher “much too slow” or “too slow” ratings.

• OFF-WHITE shades indicate NEUTRAL ratings. Shades of off-white

generally indicate that residents thought the quality of service delivery is

adequate or that residents were neutral about the issue in question. For

Question 25, shades of tan indicate higher “just right” ratings.

• ORANGE/RED shades indicate NEGATIVE ratings. Shades of

orange/red generally indicate higher levels dissatisfaction, lower levels of

likelihood, lower safety ratings, lower agreement ratings and/or lower

levels of support for the item in question. For Question 25, shades of red

indicate higher “much too fast” or “too fast” ratings.



Location of Survey Respondents

2013 Lee’s Summit Citizen Survey



Q1a. Overall image of City Government

LEGENDMean rating on a 5‐point scale, where:

1.0‐1.8 Very Dissatisfied

1.8‐2.6 Dissatisfied

2.6‐3.4 Neutral

3.4‐4.2 Satisfied

4.2‐5.0 Very Satisfied

Other (no responses)2013 Lee’s Summit Citizen Survey

Shading - mean rating for all respondents by CBG (merged as needed)



Q1b. How well the City is managing growth




2.6‐3.4 Neutral

3.4‐4.2 Satisfied






Q1c. Overall quality of life in the City




2.6‐3.4 Neutral

3.4‐4.2 Satisfied






Q1d. Overall quality of services provided by the City of Lee’s Summit




2.6‐3.4 Neutral

3.4‐4.2 Satisfied


Other (no responses)2013 Lee’s Summit Citizen SurveyShading - mean rating for all respondents by CBG (merged as needed)



Q1e. Overall value that you receive for your City tax dollars and fees




2.6‐3.4 Neutral

3.4‐4.2 Satisfied





Q2a. Overall quality of leadership provided by your City elected officials




2.6‐3.4 Neutral

3.4‐4.2 Satisfied





Q2b. Overall effectiveness of appointed boards and commissions




2.6‐3.4 Neutral

3.4‐4.2 Satisfied





Q2c. Overall effectiveness of the City Manager and professional staff




2.6‐3.4 Neutral

3.4‐4.2 Satisfied





Q3a. Rate of growth in Lee’s Summit




2.6‐3.4 Neutral

3.4‐4.2 Satisfied






Q3b. Quality of business growth




2.6‐3.4 Neutral

3.4‐4.2 Satisfied






Q3c. Quality of residential growth




2.6‐3.4 Neutral

3.4‐4.2 Satisfied






Q4a. Recommend the City of Lee’s Summit to others as a place to live


1.0‐1.8 Not Likely at All

1.8‐2.6 Not Likely

2.6‐3.4 Neutral

3.4‐4.2 Likely

4.2‐5.0 Very Likely




Q4b. Recommend the City of Lee’s Summit to others as a place to do business




2.6‐3.4 Neutral

3.4‐4.2 Likely





Q4c. Recommend the City of Lee’s Summit’s financial health to a visitor




2.6‐3.4 Neutral

3.4‐4.2 Likely






Q5a. Overall quality of police services




2.6‐3.4 Neutral

3.4‐4.2 Satisfied






Q5b. Overall quality of fire and emergency medical services




2.6‐3.4 Neutral

3.4‐4.2 Satisfied





Q5c. Overall quality of parks and recreation programs and facilities




2.6‐3.4 Neutral

3.4‐4.2 Satisfied





Q5d. Overall maintenance of streets, municipal buildings and facilities




2.6‐3.4 Neutral

3.4‐4.2 Satisfied






Q5e. Overall enforcement of private property/building maintenance ordinances




2.6‐3.4 Neutral

3.4‐4.2 Satisfied





Q5f. Overall quality of public safety education programs




2.6‐3.4 Neutral

3.4‐4.2 Satisfied






Q5g. Overall quality of customer service you receive from City employees




2.6‐3.4 Neutral

3.4‐4.2 Satisfied





Q5h. Overall quality of communication




2.6‐3.4 Neutral

3.4‐4.2 Satisfied






Q5i. Overall quality of programs designed to connect citizens with the City




2.6‐3.4 Neutral

3.4‐4.2 Satisfied





Q5j. Overall quality of new commercial development in the City




2.6‐3.4 Neutral

3.4‐4.2 Satisfied





Q5k. Overall quality of the City’s stormwater runoff/stormwater management system




2.6‐3.4 Neutral

3.4‐4.2 Satisfied





Q5l. Overall flow of traffic and congestion management in Lee’s Summit




2.6‐3.4 Neutral

3.4‐4.2 Satisfied





Q5m. Overall quality of water services




2.6‐3.4 Neutral

3.4‐4.2 Satisfied






Q5n. Overall quality of sanitary sewer (wastewater) services




2.6‐3.4 Neutral

3.4‐4.2 Satisfied






Q5o. Overall quality of municipal court




2.6‐3.4 Neutral

3.4‐4.2 Satisfied






Q7a. The visibility of police in neighborhoods




2.6‐3.4 Neutral

3.4‐4.2 Satisfied






Q7b. The visibility of police in business districts




2.6‐3.4 Neutral

3.4‐4.2 Satisfied






Q7c. Efforts to prevent crime




2.6‐3.4 Neutral

3.4‐4.2 Satisfied






Q7d. Overall professionalism of police employees




2.6‐3.4 Neutral

3.4‐4.2 Satisfied






Q7e. How quickly the police department responds to emergencies




2.6‐3.4 Neutral

3.4‐4.2 Satisfied





Q7f. Quality of animal control




2.6‐3.4 Neutral

3.4‐4.2 Satisfied






Q9a. Overall quality of local fire protection




2.6‐3.4 Neutral

3.4‐4.2 Satisfied






Q9b. Overall quality of ambulance service




2.6‐3.4 Neutral

3.4‐4.2 Satisfied






Q9c. Visibility of fire department personnel




2.6‐3.4 Neutral

3.4‐4.2 Satisfied






Q9d. Efforts to enhance fire prevention




2.6‐3.4 Neutral

3.4‐4.2 Satisfied






Q9e. The number of fire stations




2.6‐3.4 Neutral

3.4‐4.2 Satisfied






Q9f. How quickly the fire department responds to emergencies




2.6‐3.4 Neutral

3.4‐4.2 Satisfied





Q11a. Feeling of safety in your neighborhood during the day


1.0‐1.8 Very Unsafe

1.8‐2.6 Unsafe

2.6‐3.4 Neutral

3.4‐4.2 Safe

4.2‐5.0 Very Safe





Q11b. Feeling of safety in your neighborhood at night



1.8‐2.6 Unsafe

2.6‐3.4 Neutral

3.4‐4.2 Safe

4.2‐5.0 Very Safe





Q11c. Feeling of safety in City parks during the day



1.8‐2.6 Unsafe

2.6‐3.4 Neutral

3.4‐4.2 Safe

4.2‐5.0 Very Safe





Q11d. Feeling of safety in City parks at night



1.8‐2.6 Unsafe

2.6‐3.4 Neutral

3.4‐4.2 Safe

4.2‐5.0 Very Safe





Q11e. Feeling of safety while traveling on City streets



1.8‐2.6 Unsafe

2.6‐3.4 Neutral

3.4‐4.2 Safe

4.2‐5.0 Very Safe





Q11f. Feeling of safety in other public areas in Lee’s Summit



1.8‐2.6 Unsafe

2.6‐3.4 Neutral

3.4‐4.2 Safe

4.2‐5.0 Very Safe





Q11g. Overall feeling of safety in Lee’s Summit



1.8‐2.6 Unsafe

2.6‐3.4 Neutral

3.4‐4.2 Safe

4.2‐5.0 Very Safe





Q12a. Maintenance of City streets




2.6‐3.4 Neutral

3.4‐4.2 Satisfied






Q12b. Maintenance of sidewalks in the City




2.6‐3.4 Neutral

3.4‐4.2 Satisfied






Q12c. Maintenance of City traffic signals/street signs




2.6‐3.4 Neutral

3.4‐4.2 Satisfied






Q12d. Adequacy of the public transportation system




2.6‐3.4 Neutral

3.4‐4.2 Satisfied






Q12e. Adequacy of sidewalks




2.6‐3.4 Neutral

3.4‐4.2 Satisfied






Q12f. Adequacy of the shared use path/trail system




2.6‐3.4 Neutral

3.4‐4.2 Satisfied






Q12g. Adequacy of bicycling accommodations




2.6‐3.4 Neutral

3.4‐4.2 Satisfied






Q12h. Maintenance and preservation of downtown Lee’s Summit




2.6‐3.4 Neutral

3.4‐4.2 Satisfied





Q12i. Snow removal on major City streets




2.6‐3.4 Neutral

3.4‐4.2 Satisfied






Q12j. Snow removal on streets in your neighborhood




2.6‐3.4 Neutral

3.4‐4.2 Satisfied






Q12k. Overall cleanliness of City streets and other public areas




2.6‐3.4 Neutral

3.4‐4.2 Satisfied





Q12l. Maintenance of stormwater drainage system




2.6‐3.4 Neutral

3.4‐4.2 Satisfied






Q14a. Enforcing the clean-up of litter and debris




2.6‐3.4 Neutral

3.4‐4.2 Satisfied






Q14b. Enforcing the mowing of grass and weeds on private property




2.6‐3.4 Neutral

3.4‐4.2 Satisfied





Q14c. Enforcing the maintenance of residential property




2.6‐3.4 Neutral

3.4‐4.2 Satisfied






Q14d. Enforcing the maintenance of business property




2.6‐3.4 Neutral

3.4‐4.2 Satisfied






Q14e. Enforcing sign regulations




2.6‐3.4 Neutral

3.4‐4.2 Satisfied






Q14f. Overall appearance of the City




2.6‐3.4 Neutral

3.4‐4.2 Satisfied






Q16a. Reliability of water pressure in your home




2.6‐3.4 Neutral

3.4‐4.2 Satisfied






Q16b. The availability of account information




2.6‐3.4 Neutral

3.4‐4.2 Satisfied






Q16c. Overall quality of customer service




2.6‐3.4 Neutral

3.4‐4.2 Satisfied






Q17a. Lee’s Summit Parks and Recreation Board




2.6‐3.4 Neutral

3.4‐4.2 Satisfied






Q17b. Maintenance of City parks




2.6‐3.4 Neutral

3.4‐4.2 Satisfied






Q17c. Number of City parks




2.6‐3.4 Neutral

3.4‐4.2 Satisfied






Q17d. Miles of walking/biking trails




2.6‐3.4 Neutral

3.4‐4.2 Satisfied






Q17e. Legacy Park Community Center




2.6‐3.4 Neutral

3.4‐4.2 Satisfied






Q17f. Harris Park Community Center




2.6‐3.4 Neutral

3.4‐4.2 Satisfied






Q17g. Gamber Community Center




2.6‐3.4 Neutral

3.4‐4.2 Satisfied






Q17h. Hartman Park Sports Area




2.6‐3.4 Neutral

3.4‐4.2 Satisfied






Q17i. Legacy Park Youth Sports Fields




2.6‐3.4 Neutral

3.4‐4.2 Satisfied






Q17j. Youth Sports Practice Areas




2.6‐3.4 Neutral

3.4‐4.2 Satisfied






Q17k. Youth Athletic Programs




2.6‐3.4 Neutral

3.4‐4.2 Satisfied






Q17l. Adult Athletic Programs




2.6‐3.4 Neutral

3.4‐4.2 Satisfied






Q17m. Other recreation programs, such as classes and summer camps




2.6‐3.4 Neutral

3.4‐4.2 Satisfied





Q17n. Ease of registering for programs




2.6‐3.4 Neutral

3.4‐4.2 Satisfied






Q17o. Fees charged for activities




2.6‐3.4 Neutral

3.4‐4.2 Satisfied






Q17p. Number of playgrounds




2.6‐3.4 Neutral

3.4‐4.2 Satisfied






Q17q. Downtown Summer Music Festivals




2.6‐3.4 Neutral

3.4‐4.2 Satisfied






Q19a. The availability of information about City programs and services




2.6‐3.4 Neutral

3.4‐4.2 Satisfied





Q19b. City efforts to keep you informed about local issues




2.6‐3.4 Neutral

3.4‐4.2 Satisfied






Q19c. The level of public involvement in local decision-making




2.6‐3.4 Neutral

3.4‐4.2 Satisfied






Q19d. Information provided on the City’s website




2.6‐3.4 Neutral

3.4‐4.2 Satisfied






Q19e. Programming on the City’s government access cable channels




2.6‐3.4 Neutral

3.4‐4.2 Satisfied





Q24c-A. They were courteous and polite


1.0‐1.8 Never

1.8‐2.6 Seldom

2.6‐3.4 Sometimes

3.4‐4.2 Usually

4.2‐5.0 Always





Q24c-B. They gave prompt, accurate, and complete answers to questions


1.0‐1.8 Never

1.8‐2.6 Seldom

2.6‐3.4 Sometimes

3.4‐4.2 Usually

4.2‐5.0 Always




Q24c-C. They did what they said they would do in a timely manner


1.0‐1.8 Never

1.8‐2.6 Seldom

2.6‐3.4 Sometimes

3.4‐4.2 Usually

4.2‐5.0 Always




Q24c-D. They helped you resolve an issue to your satisfaction


1.0‐1.8 Never

1.8‐2.6 Seldom

2.6‐3.4 Sometimes

3.4‐4.2 Usually

4.2‐5.0 Always





Q25a. Pace of office development


1.0‐1.8 Much Too fast

1.8‐2.6 Too Fast

2.6‐3.4 Just RIght

3.4‐4.2 Too Slow

4.2‐5.0 Much Too Slow





Q25b. Pace of industrial development



1.8‐2.6 Too Fast


3.4‐4.2 Too Slow






Q25c. Pace of multi-family residential development



1.8‐2.6 Too Fast


3.4‐4.2 Too Slow






Q25d. Pace of single-family residential development



1.8‐2.6 Too Fast


3.4‐4.2 Too Slow






Q25e. Pace of retail development



1.8‐2.6 Too Fast


3.4‐4.2 Too Slow






Q26a. Support to encourage office development


1.0‐1.8 Not Support. at All

1.8‐2.6 Not Supportive

2.6‐3.4 Neutral

3.4‐4.2 Supportive

4.2‐5.0 Very Supportive





Q26b. Support to encourage industrial development




2.6‐3.4 Neutral







Q26c. Support to encourage multi-familyresidential development




2.6‐3.4 Neutral







Q26d. Support to encourage single-family residential development




2.6‐3.4 Neutral







Q26e. Support to encourage retail development




2.6‐3.4 Neutral







Q27. Support for the City becoming more aggressive with attracting commercial development




2.6‐3.4 Neutral






Section 5:

Tabular Data



Q1. Several items that may influence your Perception of the City of Lee's Summit are listed below.

Please rate each item on a scale of 1 to 5 where 5 means "Very Satisfied" and 1 means "Very

Dissatisfied." (N=919) Very Very Satisfied Satisfied Neutral Dissatisfied Dissatisfied Don't Know Q1a. Overall image of City Government 14.0% 54.8% 22.7% 3.2% 1.3% 4.0%

Q1b. How well the City is managing growth 12.5% 52.6% 21.1% 8.3% 1.6% 3.8% Q1c. Overall quality of life in the City 33.0% 55.8% 8.1% 1.7% 0.2% 1.1% Q1d. Overall quality of services provided by the City of Lee's Summit 21.3% 60.2% 13.3% 3.6% 0.5% 1.1%

Q1e. Overall value that you receive for your City tax dollars and fees 13.8% 47.3% 26.5% 8.2% 2.6% 1.6%

WITHOUT DON’T KNOW

Q1. Several items that may influence your Perception of the City of Lee's Summit are listed below.

Please rate each item on a scale of 1 to 5 where 5 means "Very Satisfied" and 1 means "Very

Dissatisfied." (Without "Don't Know") (N=919) Very Very Satisfied Satisfied Neutral Dissatisfied Dissatisfied Q1a. Overall image of City Government 14.6% 57.1% 23.7% 3.3% 1.4%

Q1b. How well the City is managing growth 13.0% 54.7% 22.0% 8.6% 1.7% Q1c. Overall quality of life in the City 33.4% 56.5% 8.2% 1.8% 0.2% Q1d. Overall quality of services provided by the City of Lee's Summit 21.5% 60.8% 13.5% 3.6% 0.6% Q1e. Overall value that you receive for your City

tax dollars and fees 14.1% 48.1% 26.9% 8.3% 2.7%



Q2. Using a scale of 1 to 5 where 5 means "Very Satisfied" and 1 means "Very Dissatisfied," please

indicate how satisfied you are with the following aspects of City Leadership.

(N=919)

Very Very Satisfied Satisfied Neutral Dissatisfied Dissatisfied Don't Know Q2a. Overall quality of leadership provided by your City elected officials 9.2% 45.4% 29.8% 5.2% 1.5% 8.9% Q2b. Overall effectiveness of appointed boards and commissions 8.3% 38.3% 34.0% 4.7% 1.2% 13.5%

Q2c. Overall effectiveness of the City Manager and professional staff 11.5% 41.1% 29.3% 4.8% 1.2% 12.1%



indicate how satisfied you are with the following aspects of City Leadership. (Without "Don't Know") (N=919) Very Very Satisfied Satisfied Neutral Dissatisfied Dissatisfied Q2a. Overall quality of leadership provided by your City elected officials 10.1% 49.8% 32.7% 5.7% 1.7% Q2b. Overall effectiveness of appointed boards and commissions 9.6% 44.3% 39.3% 5.4% 1.4%

Q2c. Overall effectiveness of the City Manager and professional staff 13.0% 46.8% 33.4% 5.5% 1.4%




indicate how satisfied you are with the following aspects of City Growth.

(N=919)

Very Very Satisfied Satisfied Neutral Dissatisfied Dissatisfied Don't Know Q3a. Rate of growth in Lee's Summit 12.8% 56.2% 21.7% 5.1% 1.6% 2.6% Q3b. Quality of business growth 11.9% 45.3% 21.2% 15.5% 3.6% 2.5% Q3c. Quality of residential growth 13.4% 54.0% 23.9% 4.9% 1.6% 2.2%



indicate how satisfied you are with the following aspects of City Growth. (Without "Don't Know")

(N=919) Very

Very Satisfied Satisfied Neutral Dissatisfied Dissatisfied Q3a. Rate of growth in Lee's Summit 13.1% 57.7% 22.3% 5.3% 1.7% Q3b. Quality of business growth 12.2% 46.5% 21.8% 15.9% 3.7% Q3c. Quality of residential growth 13.7% 55.2% 24.4% 5.0% 1.7%



Q4. Using a scale of 1 to 5 where 5 means "Very Likely" and 1 means "Not Likely At All," please

indicate how likely you would be to do the following:

(N=919)

Not Likely Very Likely Likely Neutral Not Likely At All Don't Know Q4a. Recommend the City of Lee's Summit to others as a place to live 51.1% 37.5% 6.6% 2.6% 1.4% 0.7% Q4b. Recommend the City of Lee's Summit to others as a place to do business 37.3% 40.7% 14.8% 4.1% 1.4% 1.6%

Q4c. Recommend the City of Lee's Summit's financial health to a visitor 25.3% 37.6% 23.0% 4.5% 0.9% 8.8%


Q4. Using a scale of 1 to 5 where 5 means "Very Likely" and 1 means "Not Likely At All," please

indicate how likely you would be to do the following: (Without "Don't Know") (N=919) Not Likely Very Likely Likely Neutral Not Likely At All Q4a. Recommend the City of Lee's Summit to others as a place to live 51.5% 37.8% 6.7% 2.6% 1.4% Q4b. Recommend the City of Lee's Summit to others as a place to do business 37.9% 41.4% 15.0% 4.2% 1.4%

Q4c. Recommend the City of Lee's Summit's financial health to a visitor 27.7% 41.2% 25.2% 4.9% 1.0%



Q5. Please rate your Overall Satisfaction with each of the following services provided by the City of Lee's

Summit using a scale of 1 to 5 where 5 means "Very Satisfied" and 1 means "Very Dissatisfied.”

(N=919)

Very Very Satisfied Satisfied Neutral Dissatisfied Dissatisfied Don't Know Q5a. Overall quality of police services 32.5% 50.0% 9.2% 4.2% 0.9% 3.3% Q5b. Overall quality of fire and emergency medical services (ambulance) 40.9% 44.5% 7.3% 0.2% 0.0% 7.1%

Q5c. Overall quality of parks and recreation programs and facilities 40.2% 43.9% 9.7% 3.0% 0.3% 2.9% Q5d. Overall maintenance of streets, municipal buildings and facilities 17.8% 48.9% 19.1% 10.2% 2.9% 1.1% Q5e. Overall enforcement of private property/building maintenance ordinances 11.9% 38.1% 30.6% 8.3% 1.3% 9.8%

Q5f. Overall quality of public safety education programs 13.9% 38.2% 29.0% 2.4% 0.2% 16.3% Q5g. Overall quality of customer service you receive from employees 20.1% 46.7% 22.1% 2.1% 0.7% 8.4% Q5h. Overall quality of communication 16.3% 46.9% 27.0% 3.8% 1.0% 5.0%

Q5i. Overall quality of programs designed to connect citizens with the City, e.g., Citizen's Leadership Academy, Friends of the Parks, Citizens Police Academy 12.4% 35.6% 26.9% 4.5% 0.7% 20.0% Q5j. Overall quality of new commercial development in the City 12.6% 39.6% 25.1% 11.4% 3.1% 8.3%

Q5k. Overall quality of the City's stormwater runoff/stormwater management system 11.7% 42.7% 27.3% 8.5% 2.3% 7.5% Q5l. Overall flow of traffic and congestion management in Lee's Summit (excluding MoDOT highway interchanges) 9.9% 45.8% 21.7% 15.8% 4.8% 2.0%

Q5m. Overall quality of water services 19.4% 57.0% 15.7% 4.8% 1.0% 2.1% Q5n. Overall quality of sanitary sewer (wastewater) services 18.8% 55.8% 18.6% 2.7% 1.2% 2.8% Q5o. Overall quality of municipal court 9.3% 29.5% 27.0% 1.9% 0.7% 31.8%




Q5. Please rate your Overall Satisfaction with each of the following services provided by the City of Lee's

Summit using a scale of 1 to 5 where 5 means "Very Satisfied" and 1 means "Very Dissatisfied."

(Without "Don't Know") (N=919) Very Very Satisfied Satisfied Neutral Dissatisfied Dissatisfied Q5a. Overall quality of police services 33.6% 51.7% 9.5% 4.4% 0.9%

Q5b. Overall quality of fire and emergency medical services (ambulance) 44.0% 47.9% 7.8% 0.2% 0.0% Q5c. Overall quality of parks and recreation programs and facilities 41.4% 45.2% 10.0% 3.1% 0.3% Q5d. Overall maintenance of streets, municipal

buildings and facilities 18.0% 49.4% 19.3% 10.4% 3.0% Q5e. Overall enforcement of private property/ building maintenance ordinances 13.2% 42.3% 33.9% 9.2% 1.5% Q5f. Overall quality of public safety education programs 16.6% 45.6% 34.7% 2.9% 0.3%

Q5g. Overall quality of customer service you receive from employees 21.9% 51.0% 24.1% 2.3% 0.7% Q5h. Overall quality of communication 17.1% 49.4% 28.4% 4.0% 1.0% Q5i. Overall quality of programs designed to connect citizens with the City, e.g., Citizen's Leadership Academy, Friends of the Parks, Citizens Police Academy 15.5% 44.4% 33.7% 5.6% 0.8%

Q5j. Overall quality of new commercial development in the City 13.7% 43.2% 27.4% 12.4% 3.3% Q5k. Overall quality of the City's stormwater runoff/stormwater management system 12.6% 46.2% 29.5% 9.2% 2.5% Q5l. Overall flow of traffic and congestion

management in Lee's Summit (excluding MoDOT highway interchanges) 10.1% 46.7% 22.1% 16.1% 4.9% Q5m. Overall quality of water services 19.8% 58.2% 16.0% 4.9% 1.0% Q5n. Overall quality of sanitary sewer (wastewater) services 19.3% 57.5% 19.2% 2.8% 1.2%

Q5o. Overall quality of municipal court 13.6% 43.2% 39.5% 2.7% 1.0%



Q6. Which FOUR of these items do you think are the most important services for the City to provide Q6. Most Important Number Percent Overall quality of police services 515 56.0 % Overall quality of fire and emergency medical services (ambulance) 146 15.9 % Overall quality of parks and recreation programs and facilities 11 1.2 % Overall maintenance of streets, municipal buildings and facilities 58 6.3 %

Overall enforcement of private property/building maintenance ordinances 8 0.9 % Overall quality of public safety education programs 5 0.5 % Overall quality of customer service you receive from employees 5 0.5 % Overall quality of communication 5 0.5 % Overall quality of programs designed to connect citizens with the City 4 0.4 % Overall quality of new commercial development in the City 32 3.5 % Overall quality of the City's stormwater runoff/stormwater

management system 9 1.0 % Overall flow of traffic and congestion management in Lee’s Summit 36 3.9 % Overall quality of water services 40 4.4 % Overall quality of sanitary sewer (wastewater) services 3 0.3 % Overall quality of municipal court 1 0.1 % None chosen 41 4.5 % Total 919 100.0 %

Q6. Which FOUR of these items do you think are the most important services for the City to provide

Q6. 2nd Important Number Percent Overall quality of police services 172 18.7 % Overall quality of fire and emergency medical services (ambulance) 452 49.2 % Overall quality of parks and recreation programs and facilities 26 2.8 % Overall maintenance of streets, municipal buildings and facilities 59 6.4 %


management system 8 0.9 % Overall flow of traffic and congestion management in Lee's Summit 32 3.5 % Overall quality of water services 31 3.4 % Overall quality of sanitary sewer (wastewater) services 31 3.4 % None chosen 44 4.8 % Total 919 100.0 %



Q6. Which FOUR of these items do you think are the most important services for the City to provide Q6. 3rd Important Number Percent Overall quality of police services 46 5.0 % Overall quality of fire and emergency medical services (ambulance) 63 6.9 % Overall quality of parks and recreation programs and facilities 108 11.8 % Overall maintenance of streets, municipal buildings and facilities 283 30.8 %


management system 20 2.2 % Overall flow of traffic and congestion management in Lee's Summit 73 7.9 % Overall quality of water services 127 13.8 % Overall quality of sanitary sewer (wastewater) services 23 2.5 % Overall quality of municipal court 10 1.1 % None chosen 51 5.5 % Total 919 100.0 %


Q6. 4th Important Number Percent Overall quality of police services 35 3.8 % Overall quality of fire and emergency medical services (ambulance) 44 4.8 % Overall quality of parks and recreation programs and facilities 115 12.5 % Overall maintenance of streets, municipal buildings and facilities 147 16.0 %


management system 29 3.2 % Overall flow of traffic and congestion management in Lee's Summit 110 12.0 % Overall quality of water services 111 12.1 % Overall quality of sanitary sewer (wastewater) services 73 7.9 % Overall quality of municipal court 9 1.0 % None chosen 70 7.6 % Total 919 100.0 %




(Sum of Top Four Choices)

Q6. Sum of Top Four Choices Number Percent

Overall quality of police services 768 83.6 % Overall quality of fire and emergency medical services (ambulance) 705 76.7 % Overall quality of parks and recreation programs and facilities 260 28.3 % Overall maintenance of streets, municipal buildings and facilities 547 59.5 % Overall enforcement of private property/building maintenance ordinances 87 9.5 % Overall quality of public safety education programs 35 3.8 % Overall quality of customer service you receive from employees 53 5.8 %

Overall quality of communication 54 5.9 % Overall quality of programs designed to connect citizens with the City 35 3.8 % Overall quality of new commercial development in the City 150 16.3 % Overall quality of the City's stormwater runoff/stormwater management system 66 7.2 % Overall flow of traffic and congestion management in Lee’s Summit 251 27.3 % Overall quality of water services 309 33.6 % Overall quality of sanitary sewer (wastewater) services 130 14.1 %

Overall quality of municipal court 20 2.2 % None chosen 41 4.5 % Total 3511



Q7. Please rate your satisfaction on a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very

Dissatisfied," with the following Police Services provided by the City of Lee's Summit.

(N=919)

Very Very Satisfied Satisfied Neutral Dissatisfied Dissatisfied Don't Know Q7a. The visibility of police in neighborhoods 21.5% 51.4% 16.5% 7.2% 0.9% 2.5% Q7b. The visibility of police in business districts 17.6% 49.2% 19.7% 4.1% 0.7% 8.7% Q7c. Efforts to prevent crime 17.6% 44.5% 24.0% 3.1% 0.9% 9.9%

Q7d. Overall professionalism of police employees 27.8% 44.6% 14.1% 2.6% 1.6% 9.3% Q7e. How quickly the police department responds to emergencies 22.1% 37.6% 15.6% 2.7% 0.2% 21.8% Q7f. Quality of animal control 17.5% 39.0% 22.2% 4.9% 0.8% 15.6%



Dissatisfied," with the following Police Services provided by the City of Lee's Summit. (Without "Don't

Know") (N=919)

Very Very Satisfied Satisfied Neutral Dissatisfied Dissatisfied Q7a. The visibility of police in neighborhoods 22.1% 52.7% 16.9% 7.4% 0.9% Q7b. The visibility of police in business districts 19.3% 53.9% 21.5% 4.5% 0.7% Q7c. Efforts to prevent crime 19.5% 49.5% 26.7% 3.4% 1.0%

Q7d. Overall professionalism of police employees 30.6% 49.2% 15.5% 2.9% 1.8% Q7e. How quickly the police department responds to emergencies 28.2% 48.0% 20.0% 3.5% 0.3% Q7f. Quality of animal control 20.7% 46.2% 26.3% 5.8% 0.9%



Q8. Which THREE of the Police Services do you think are the most important services for the City to

provide

Q8. Most Important Number Percent

The visibility of police in neighborhoods 319 34.7 % The visibility of police in business districts 25 2.7 % Efforts to prevent crime 263 28.6 % Overall professionalism of police employees 37 4.0 % How quickly the police department responds to emergencies 223 24.3 % Quality of animal control 8 0.9 % None chosen 44 4.8 % Total 919 100.0 %


provide

Q8. 2nd Important Number Percent The visibility of police in neighborhoods 186 20.2 % The visibility of police in business districts 132 14.4 % Efforts to prevent crime 230 25.0 %

Overall professionalism of police employees 91 9.9 % How quickly the police department responds to emergencies 229 24.9 % Quality of animal control 5 0.5 % None chosen 46 5.0 % Total 919 100.0 %


provide Q8. 3rd Important Number Percent The visibility of police in neighborhoods 175 19.0 % The visibility of police in business districts 149 16.2 % Efforts to prevent crime 170 18.5 % Overall professionalism of police employees 131 14.3 % How quickly the police department responds to emergencies 185 20.1 % Quality of animal control 51 5.5 % None chosen 58 6.3 %

Total 919 100.0 %


provide (Sum of Top Three Choices)

Q8. Sum of Top Three Choices Number Percent The visibility of police in neighborhoods 680 74.0 % The visibility of police in business districts 306 33.3 %

Efforts to prevent crime 663 72.1 % Overall professionalism of police employees 259 28.2 % How quickly the police department responds to emergencies 637 69.3 % Quality of animal control 64 7.0 % None chosen 44 4.8 % Total 2653




Dissatisfied," with the following Fire and Emergency Medical Services provided by the City of Lee's

Summit. (N=919) Very Very Satisfied Satisfied Neutral Dissatisfied Dissatisfied Don't Know Q9a. Overall quality of local fire protection 37.3% 44.3% 6.6% 0.3% 0.0% 11.5%

Q9b. Overall quality of ambulance service 35.5% 37.7% 9.9% 0.4% 0.0% 16.5% Q9c. Visibility of fire department personnel 29.9% 44.9% 15.8% 1.0% 0.1% 8.3% Q9d. Efforts to enhance fire prevention 19.2% 35.2% 23.5% 1.4% 0.1% 20.6% Q9e. The number of fire stations 24.3% 51.3% 12.7% 1.4% 0.0% 10.3%

Q9f. How quickly the fire department responds to emergencies 33.6% 33.8% 10.0% 0.7% 0.0% 21.8%



Dissatisfied," with the following Fire and Emergency Medical Services provided by the City of Lee's

Summit. (Without "Don't Know") (N=919) Very Very Satisfied Satisfied Neutral Dissatisfied Dissatisfied Q9a. Overall quality of local fire protection 42.2% 50.1% 7.4% 0.4% 0.0%

Q9b. Overall quality of ambulance service 42.5% 45.1% 11.9% 0.5% 0.0% Q9c. Visibility of fire department personnel 32.6% 49.0% 17.2% 1.1% 0.1% Q9d. Efforts to enhance fire prevention 24.2% 44.3% 29.6% 1.8% 0.1% Q9e. The number of fire stations 27.1% 57.2% 14.1% 1.6% 0.0%

Q9f. How quickly the fire department responds to emergencies 43.0% 43.3% 12.8% 0.8% 0.0%



Q10. Which TWO of the Fire and Emergency Medical Services do you think are the most important

services for the City to provide?


Overall quality of local fire protection 286 31.1 % Overall quality of ambulance service 89 9.7 % Visibility of fire department personnel 4 0.4 % Efforts to enhance fire prevention 14 1.5 % The number of fire stations 29 3.2 % How quickly the fire department responds to emergencies 439 47.8 % None chosen 58 6.3 % Total 919 100.0 %


services for the City to provide?

Q10. 2nd Important Number Percent Overall quality of local fire protection 257 28.0 % Overall quality of ambulance service 336 36.6 % Visibility of fire department personnel 14 1.5 %

Efforts to enhance fire prevention 62 6.7 % The number of fire stations 57 6.2 % How quickly the fire department responds to emergencies 129 14.0 % None chosen 64 7.0 % Total 919 100.0 %


services for the City to provide? (Sum of Top Two Choices) Q10. Sum of Top Two Choices Number Percent Overall quality of local fire protection 543 59.1 % Overall quality of ambulance service 425 46.2 % Visibility of fire department personnel 18 2.0 % Efforts to enhance fire prevention 76 8.3 % The number of fire stations 86 9.4 % How quickly the fire department responds to emergencies 568 61.8 % None chosen 58 6.3 %

Total 1774



Q11. On a scale of 1 to 5, where 5 means "Very Safe" and 1 means "Very Unsafe," please rate how safe

you feel in the following situations.

(N=919)

Very Safe Safe Neutral Unsafe Very Unsafe Don't Know Q11a. In your neighborhood during the day 60.0% 34.5% 3.6% 0.7% 0.0% 1.2% Q11b. In your neighborhood at night 34.3% 52.5% 8.7% 3.3% 0.2% 1.0% Q11c. In city parks during the day 32.3% 46.7% 11.4% 0.9% 0.2% 8.5%

Q11d. In city parks at night 8.0% 27.0% 35.2% 9.3% 0.8% 19.7% Q11e. Traveling on City streets 33.3% 55.4% 7.5% 1.6% 0.2% 1.9% Q11f. In other public areas in Lee's Summit 26.3% 59.0% 11.1% 1.2% 0.0% 2.4% Q11g. Overall feeling of safety in Lee's Summit 31.6% 59.5% 6.9% 1.0% 0.1% 1.0%


Q11. On a scale of 1 to 5, where 5 means "Very Safe" and 1 means "Very Unsafe," please rate how safe

you feel in the following situations. (Without "Don't Know")

(N=919) Very Safe Safe Neutral Unsafe Very Unsafe Q11a. In your neighborhood during the day 60.7% 35.0% 3.7% 0.7% 0.0%

Q11b. In your neighborhood at night 34.7% 53.0% 8.8% 3.3% 0.2% Q11c. In city parks during the day 35.3% 51.1% 12.4% 1.0% 0.2% Q11d. In city parks at night 9.9% 33.7% 43.9% 11.5% 1.0% Q11e. Traveling on City streets 34.0% 56.5% 7.7% 1.7% 0.2%

Q11f. In other public areas in Lee's Summit 26.9% 60.4% 11.4% 1.2% 0.0% Q11g. Overall feeling of safety in Lee's Summit 31.9% 60.1% 6.9% 1.0% 0.1%




indicate how satisfied you are with the following aspects of City services.

(N=919)

Very Very Satisfied Satisfied Neutral Dissatisfied Dissatisfied Don't Know Q12a. Maintenance of city streets (excluding MoDOT highways) 12.4% 53.9% 18.1% 11.0% 3.6% 1.1% Q12b. Maintenance of sidewalks in the city 11.3% 46.2% 24.9% 11.2% 3.2% 3.2%

Q12c. Maintenance of city traffic signals/street signs 15.2% 53.2% 19.7% 6.2% 1.3% 4.4% Q12d. Adequacy of public transportation system 5.6% 18.6% 32.1% 14.6% 5.1% 24.0% Q12e. Adequacy of sidewalks 8.7% 38.8% 30.2% 12.5% 3.2% 6.5% Q12f. Adequacy of shared use path/trail system 9.9% 35.0% 27.7% 8.6% 3.6% 15.2%

Q12g. Adequacy of bicycling accommodations 9.8% 29.6% 27.8% 11.5% 5.6% 15.7% Q12h. Maintenance and preservation of downtown Lee's Summit 28.3% 50.7% 13.0% 3.7% 0.9% 3.5% Q12i. Snow removal on major city streets 20.3% 50.2% 13.9% 9.0% 4.8% 1.7% Q12j. Snow removal on streets in your

neighborhood 13.6% 38.8% 17.3% 17.7% 10.2% 2.3% Q12k. Overall cleanliness of city streets and other public areas 17.8% 62.0% 14.5% 3.2% 0.9% 1.7% Q12l. Maintenance of stormwater drainage system 12.5% 46.7% 23.7% 4.1% 2.5% 10.5%





indicate how satisfied you are with the following aspects of City services. (Without "Don't Know")

(N=919)

Very Very Satisfied Satisfied Neutral Dissatisfied Dissatisfied Q12a. Maintenance of city streets (excluding MoDOT highways) 12.5% 54.5% 18.3% 11.1% 3.6% Q12b. Maintenance of sidewalks in the city 11.7% 47.8% 25.7% 11.6% 3.3%

Q12c. Maintenance of city traffic signals/street signs 15.8% 55.6% 20.6% 6.5% 1.4% Q12d. Adequacy of public transportation system 7.3% 24.5% 42.2% 19.2% 6.7% Q12e. Adequacy of sidewalks 9.3% 41.5% 32.3% 13.4% 3.4% Q12f. Adequacy of shared use path/trail system 11.7% 41.3% 32.6% 10.2% 4.2%

Q12g. Adequacy of bicycling accommodations 11.6% 35.1% 32.9% 13.7% 6.6% Q12h. Maintenance and preservation of downtown Lee's Summit 29.3% 52.5% 13.4% 3.8% 0.9% Q12i. Snow removal on major city streets 20.7% 51.1% 14.2% 9.2% 4.9% Q12j. Snow removal on streets in your

neighborhood 13.9% 39.8% 17.7% 18.2% 10.5% Q12k. Overall cleanliness of city streets and other public areas 18.1% 63.1% 14.7% 3.2% 0.9% Q12l. Maintenance of stormwater drainage system 14.0% 52.1% 26.4% 4.6% 2.8%



Q13. Which FOUR of these services do you think are the most important services for the City to provide? Q13. Most Important Number Percent Maintenance of city streets (excluding MoDOT highways) 589 64.1 % Maintenance of sidewalks in the city 8 0.9 % Maintenance of city traffic signals/street signs 47 5.1 % Adequacy of public transportation system 12 1.3 %

Adequacy of sidewalks 2 0.2 % Adequacy of shared use path/trail system 5 0.5 % Adequacy of bicycling accommodations 12 1.3 % Maintenance and preservation of downtown Lee’s Summit 16 1.7 % Snow removal on major city streets 74 8.1 % Snow removal on streets in your neighborhood 49 5.3 % Overall cleanliness of city streets and other public areas 18 2.0 % Maintenance of stormwater drainage system 22 2.4 %

None chosen 65 7.1 % Total 919 100.0 %

Q13. Which FOUR of these services do you think are the most important services for the City to provide?

Q13. 2nd Important Number Percent Maintenance of city streets (excluding MoDOT highways) 82 8.9 % Maintenance of sidewalks in the city 97 10.6 % Maintenance of city traffic signals/street signs 170 18.5 %

Adequacy of public transportation system 24 2.6 % Adequacy of sidewalks 25 2.7 % Adequacy of shared use path/trail system 12 1.3 % Adequacy of bicycling accommodations 14 1.5 % Maintenance and preservation of downtown Lee's Summit 40 4.4 % Snow removal on major city streets 215 23.4 % Snow removal on streets in your neighborhood 99 10.8 % Overall cleanliness of city streets and other public areas 34 3.7 % Maintenance of stormwater drainage system 41 4.5 %



Q13. 3rd Important Number Percent

Maintenance of city streets (excluding MoDOT highways) 52 5.7 % Maintenance of sidewalks in the city 54 5.9 % Maintenance of city traffic signals/street signs 97 10.6 % Adequacy of public transportation system 21 2.3 % Adequacy of sidewalks 34 3.7 % Adequacy of shared use path/trail system 19 2.1 % Adequacy of bicycling accommodations 17 1.8 % Maintenance and preservation of downtown Lee's Summit 65 7.1 %

Snow removal on major city streets 201 21.9 % Snow removal on streets in your neighborhood 151 16.4 % Overall cleanliness of city streets and other public areas 76 8.3 % Maintenance of stormwater drainage system 60 6.5 % None chosen 72 7.8 % Total 919 100.0 %



Q13. Which FOUR of these services do you think are the most important services for the City to provide? Q13. 4th Important Number Percent Maintenance of city streets (excluding MoDOT highways) 33 3.6 % Maintenance of sidewalks in the city 55 6.0 % Maintenance of city traffic signals/street signs 74 8.1 % Adequacy of public transportation system 32 3.5 %

Adequacy of sidewalks 27 2.9 % Adequacy of shared use path/trail system 21 2.3 % Adequacy of bicycling accommodations 22 2.4 % Maintenance and preservation of downtown Lee's Summit 57 6.2 % Snow removal on major city streets 101 11.0 % Snow removal on streets in your neighborhood 142 15.5 % Overall cleanliness of city streets and other public areas 141 15.3 % Maintenance of stormwater drainage system 115 12.5 %



(Sum of Top Four Choices)

Q13. Sum of Top Four Choices Number Percent Maintenance of city streets (excluding MoDOT highways) 756 82.3 %

Maintenance of sidewalks in the city 214 23.3 % Maintenance of city traffic signals/street signs 388 42.2 % Adequacy of public transportation system 89 9.7 % Adequacy of sidewalks 88 9.6 % Adequacy of shared use path/trail system 57 6.2 % Adequacy of bicycling accommodations 65 7.1 % Maintenance and preservation of downtown Lee’s Summit 178 19.4 % Snow removal on major city streets 591 64.3 % Snow removal on streets in your neighborhood 441 48.0 %

Overall cleanliness of city streets and other public areas 269 29.3 % Maintenance of stormwater drainage system 238 25.9 % None chosen 65 7.1 % Total 3439




indicate how satisfied you are with the following aspects of City Code Enforcement.

(N=919)

Very Very Satisfied Satisfied Neutral Dissatisfied Dissatisfied Don't Know Q14a. Enforcing the clean-up of litter and debris 9.6% 42.9% 24.7% 8.0% 2.2% 12.7% Q14b. Enforcing the mowing of grass and weeds on private property 8.3% 35.7% 26.7% 13.1% 4.3% 11.9%

Q14c. Enforcing the maintenance of residential property 7.2% 36.5% 28.7% 12.0% 2.7% 12.8% Q14d. Enforcing the maintenance of business property 8.2% 41.8% 28.0% 4.7% 1.3% 15.9% Q14e. Enforcing sign regulations 8.1% 38.7% 31.8% 3.6% 1.2% 16.6%

Q14f. Overall appearance of the City 18.1% 64.4% 12.3% 1.7% 0.4% 2.9%



indicate how satisfied you are with the following aspects of City Code Enforcement.(Without "Don't

Know") (N=919) Very Very Satisfied Satisfied Neutral Dissatisfied Dissatisfied Q14a. Enforcing the clean-up of litter and debris 11.0% 49.1% 28.3% 9.1% 2.5% Q14b. Enforcing the mowing of grass and weeds

on private property 9.4% 40.5% 30.4% 14.9% 4.8% Q14c. Enforcing the maintenance of residential property 8.3% 41.9% 33.0% 13.8% 3.1% Q14d. Enforcing the maintenance of business property 9.8% 49.7% 33.3% 5.6% 1.6%

Q14e. Enforcing sign regulations 9.7% 46.4% 38.1% 4.3% 1.4% Q14f. Overall appearance of the City 18.7% 66.4% 12.7% 1.8% 0.4%



Q15. Which TWO of these Code Enforcement Services do you think are the most important services for

the City to provide?


Enforcing the clean-up of litter and debris 250 27.2 % Enforcing the mowing of grass and weeds on private property 91 9.9 % Enforcing the maintenance of residential property 140 15.2 % Enforcing the maintenance of business property 59 6.4 % Enforcing sign regulations 20 2.2 % Overall appearance of the City 296 32.2 % None chosen 63 6.9 % Total 919 100.0 %


the City to provide?

Q15. 2nd Important Number Percent Enforcing the clean-up of litter and debris 199 21.7 % Enforcing the mowing of grass and weeds on private property 143 15.6 % Enforcing the maintenance of residential property 172 18.7 %

Enforcing the maintenance of business property 139 15.1 % Enforcing sign regulations 42 4.6 % Overall appearance of the City 141 15.3 % None chosen 83 9.0 % Total 919 100.0 %


the City to provide? (Sum of Top Two Choices) Q15. Sum of Top Two Choices Number Percent Enforcing the clean-up of litter and debris 449 48.9 % Enforcing the mowing of grass and weeds on private property 234 25.5 % Enforcing the maintenance of residential property 312 33.9 % Enforcing the maintenance of business property 198 21.5 % Enforcing sign regulations 62 6.7 % Overall appearance of the City 437 47.6 % None chosen 63 6.9 %

Total 1755




indicate how satisfied you are with the following aspects of City Water Services.

(N=919)

Very Very Satisfied Satisfied Neutral Dissatisfied Dissatisfied N/A Q16a. ability of water pressure in your home 38.8% 47.5% 6.1% 3.5% 0.9% 3.2% Q16b. The availability of account information 28.1% 49.7% 13.8% 1.5% 0.2% 6.7%

Q16c. Overall quality of customer service 26.3% 48.1% 13.0% 1.9% 0.8% 9.9%



indicate how satisfied you are with the following aspects of City Water Services. (Without "N/A")

(N=919)

Very Very Satisfied Satisfied Neutral Dissatisfied Dissatisfied Q16a. ability of water pressure in your home 40.1% 49.1% 6.3% 3.6% 0.9% Q16b. The availability of account information 30.1% 53.3% 14.8% 1.6% 0.2% Q16c. Overall quality of customer service 29.2% 53.4% 14.4% 2.1% 0.8%




indicate how satisfied you are with the following aspects of Parks and Recreation.

(N=919)

Very Very Satisfied Satisfied Neutral Dissatisfied Dissatisfied Don't Know Q17a. Lee's Summit Parks and Recreation Board 17.4% 39.7% 20.0% 2.1% 1.0% 19.9% Q17b. Maintenance of city parks 25.0% 54.7% 12.4% 1.3% 0.2% 6.3%

Q17c. Number of city parks (currently 26 parks) 29.0% 51.7% 11.7% 1.9% 0.1% 5.6% Q17d. Miles of walking/biking trails (currently 62 miles) 23.0% 43.8% 16.6% 6.0% 1.2% 9.4% Q17e. Legacy Park Community Center 30.6% 37.2% 14.8% 1.7% 0.7% 15.0%

Q17f. Harris Park Community Center 20.5% 33.3% 20.2% 0.9% 0.3% 24.8% Q17g. Gamber Community Center 21.0% 32.1% 18.1% 1.3% 0.2% 27.3% Q17h. Hartman Park Sports Area 16.7% 29.1% 20.2% 0.5% 0.1% 33.3% Q17i. Legacy Park Youth Sports Fields 25.1% 35.3% 15.5% 1.3% 0.2% 22.6% Q17j. Youth Sports Practice Areas 17.3% 29.8% 20.4% 3.7% 1.1% 27.7%

Q17k. Youth Athletic Programs 17.2% 33.4% 19.6% 2.2% 0.3% 27.3% Q17l. Adult Athletic Programs 14.2% 30.7% 21.2% 2.4% 0.3% 31.1% Q17m. Other recreation programs, such as classes and summer camps 16.0% 35.9% 21.5% 1.6% 0.2% 24.7%

Q17n. Ease of registering for programs 16.4% 35.0% 21.6% 2.7% 0.7% 23.6% Q17o. Fees charged for activities 14.0% 32.5% 24.1% 5.5% 1.4% 22.6% Q17p. Number of playgrounds 16.0% 38.4% 22.3% 2.6% 0.8% 20.0% Q17q. Downtown Summer Music Festivals 25.4% 43.6% 15.8% 1.5% 0.5% 13.1%





indicate how satisfied you are with the following aspects of Parks and Recreation.(Without "Don't

Know") (N=919) Very Very Satisfied Satisfied Neutral Dissatisfied Dissatisfied Q17a. Lee's Summit Parks and Recreation Board 21.7% 49.5% 25.0% 2.6% 1.2%

Q17b. Maintenance of city parks 26.7% 58.4% 13.3% 1.4% 0.2% Q17c. Number of city parks (currently 26 parks) 30.8% 54.8% 12.4% 2.0% 0.1% Q17d. Miles of walking/biking trails (currently 62 miles) 25.4% 48.3% 18.3% 6.6% 1.3%

Q17e. Legacy Park Community Center 35.9% 43.8% 17.5% 2.1% 0.8% Q17f. Harris Park Community Center 27.3% 44.3% 26.9% 1.2% 0.4% Q17g. Gamber Community Center 28.8% 44.1% 24.9% 1.8% 0.3% Q17h. Hartman Park Sports Area 25.1% 43.6% 30.3% 0.8% 0.2%

Q17i. Legacy Park Youth Sports Fields 32.4% 45.6% 20.0% 1.7% 0.3% Q17j. Youth Sports Practice Areas 23.9% 41.2% 28.2% 5.1% 1.5% Q17k. Youth Athletic Programs 23.6% 46.0% 26.9% 3.0% 0.5% Q17l. Adult Athletic Programs 20.6% 44.6% 30.8% 3.5% 0.5% Q17m. Other recreation programs, such as classes

and summer camps 21.3% 47.7% 28.6% 2.2% 0.3% Q17n. Ease of registering for programs 21.4% 45.9% 28.3% 3.6% 0.9% Q17o. Fees charged for activities 18.0% 42.0% 31.1% 7.0% 1.8% Q17p. Number of playgrounds 19.9% 48.0% 27.9% 3.3% 1.0%

Q17q. Downtown Summer Music Festivals 29.3% 50.1% 18.2% 1.8% 0.6%



Q18. Which FOUR of these Parks and Recreation Services do you think are the most important services

for the City to provide


Lee’s Summit Parks and Recreation Board 47 5.1 % Maintenance of city parks 490 53.3 % Number of city parks (currently 26 parks) 39 4.2 % Miles of walking/biking trails (currently 62 miles) 47 5.1 % Legacy Park Community Center 38 4.1 % Harris Park Community Center 2 0.2 % Gamber Community Center 10 1.1 % Hartman Park Sports Area 2 0.2 %

Legacy Park Youth Sports Fields 25 2.7 % Youth Sports Practice Areas 6 0.7 % Youth Athletic Programs 37 4.0 % Adult Athletic Programs 8 0.9 % Other recreation programs, such as classes and summer camps 9 1.0 % Fees charged for activities 20 2.2 % Number of playgrounds 11 1.2 % Downtown Summer Music Festivals 20 2.2 %




Q18. 2nd Important Number Percent Lee's Summit Parks and Recreation Board 27 2.9 % Maintenance of city parks 104 11.3 %

Number of city parks (currently 26 parks) 94 10.2 % Miles of walking/biking trails (currently 62 miles) 113 12.3 % Legacy Park Community Center 60 6.5 % Harris Park Community Center 10 1.1 % Gamber Community Center 22 2.4 % Hartman Park Sports Area 1 0.1 % Legacy Park Youth Sports Fields 50 5.4 % Youth Sports Practice Areas 33 3.6 %

Youth Athletic Programs 114 12.4 % Adult Athletic Programs 15 1.6 % Other recreation programs, such as classes and summer camps 44 4.8 % Ease of registering for programs 15 1.6 % Fees charged for activities 39 4.2 % Number of playgrounds 21 2.3 % Downtown Summer Music Festivals 28 3.0 % None chosen 129 14.0 %

Total 919 100.0 %





Q18. 3rd Important Number Percent

Lee's Summit Parks and Recreation Board 25 2.7 % Maintenance of city parks 55 6.0 % Number of city parks (currently 26 parks) 59 6.4 % Miles of walking/biking trails (currently 62 miles) 71 7.7 % Legacy Park Community Center 55 6.0 % Harris Park Community Center 9 1.0 % Gamber Community Center 30 3.3 % Hartman Park Sports Area 7 0.8 %

Legacy Park Youth Sports Fields 49 5.3 % Youth Sports Practice Areas 35 3.8 % Youth Athletic Programs 85 9.2 % Adult Athletic Programs 37 4.0 % Other recreation programs, such as classes and summer camps 73 7.9 % Ease of registering for programs 37 4.0 % Fees charged for activities 45 4.9 % Number of playgrounds 44 4.8 %

Downtown Summer Music Festivals 56 6.1 % None chosen 147 16.0 % Total 919 100.0 %



Q18. 4th Important Number Percent Lee's Summit Parks and Recreation Board 17 1.8 %

Maintenance of city parks 35 3.8 % Number of city parks (currently 26 parks) 36 3.9 % Miles of walking/biking trails (currently 62 miles) 63 6.9 % Legacy Park Community Center 34 3.7 % Harris Park Community Center 5 0.5 % Gamber Community Center 36 3.9 % Hartman Park Sports Area 2 0.2 % Legacy Park Youth Sports Fields 28 3.0 %

Youth Sports Practice Areas 19 2.1 % Youth Athletic Programs 75 8.2 % Adult Athletic Programs 47 5.1 % Other recreation programs, such as classes and summer camps 71 7.7 % Ease of registering for programs 28 3.0 % Fees charged for activities 68 7.4 % Number of playgrounds 49 5.3 % Downtown Summer Music Festivals 113 12.3 %





for the City to provide (Sum of Top Four Choices)


Lee’s Summit Parks and Recreation Board 116 12.6 % Maintenance of city parks 684 74.4 % Number of city parks (currently 26 parks) 228 24.8 % Miles of walking/biking trails (currently 62 miles) 294 32.0 % Legacy Park Community Center 187 20.3 % Harris Park Community Center 26 2.8 % Gamber Community Center 98 10.7 % Hartman Park Sports Area 12 1.3 %

Legacy Park Youth Sports Fields 152 16.5 % Youth Sports Practice Areas 93 10.1 % Youth Athletic Programs 311 33.8 % Adult Athletic Programs 107 11.6 % Other recreation programs, such as classes and summer camps 197 21.4 % Ease of registering for programs 80 8.7 % Fees charged for activities 172 18.7 % Number of playgrounds 125 13.6 %

Downtown Summer Music Festivals 217 23.6 % None chosen 108 11.8 % Total 3207




indicate how satisfied you are with the following aspects of City Communication.

(N=919)

Very Very Satisfied Satisfied Neutral Dissatisfied Dissatisfied Don't Know Q19a. The availability of information about City programs and services 14.5% 50.3% 22.8% 3.8% 0.9% 7.7% Q19b. City efforts to keep you informed about local issues 13.6% 44.8% 27.7% 7.1% 1.3% 5.4%

Q19c. The level of public involvement in local decision-making 8.1% 29.1% 35.9% 10.3% 2.9% 13.8% Q19d. Information provided on the City's website (cityofls.net) 10.7% 38.0% 26.5% 2.4% 0.9% 21.4% Q19e. Programming on the City's

government access cable channels (Comcast 7, Time Warner 2, and AT&T U-verse 99) 8.8% 26.9% 27.1% 1.9% 0.9% 34.5%



indicate how satisfied you are with the following aspects of City Communication. (Without "Don't

Know") (N=919) Very Very Satisfied Satisfied Neutral Dissatisfied Dissatisfied Q19a. The availability of information about City programs and services 15.7% 54.5% 24.7% 4.2% 1.0%

Q19b. City efforts to keep you informed about local issues 14.4% 47.4% 29.3% 7.5% 1.4% Q19c. The level of public involvement in local decision-making 9.4% 33.7% 41.6% 12.0% 3.3% Q19d. Information provided on the City's website

(cityofls.net) 13.7% 48.4% 33.8% 3.1% 1.1% Q19e. Programming on the City's government access cable channels (Comcast 7, Time Warner 2, and AT&T U-verse 99) 13.4% 41.0% 41.4% 2.8% 1.3%



Q20. Approximately how often do you watch the City's government access cable channels? (Channel 2, 7,

or 99)

Q20. Approximately how often do you watch the City's

government access cable channels? (Channel 2, 7, or 99) Number Percent Everyday 7 0.8 % At least once per week 57 6.2 % At least once per month 123 13.4 % Once or twice per a year 220 23.9 % Not at all 497 54.1 % Don't Know 15 1.6 % Total 919 100.0 %

Q21. Approximately how often do you watch public meetings (City Council meetings, Council

committee, or Planning Commission meetings) on the City's government access cable channel (Channel 2,

7 or 99 or) or on the City's website (cityofls.net)? Q21. Approximately how often do you watch public meetings on the City's government access cable channel (Channel 2, 7 or 99 or) or on the City's website (cityofls.net)? Number Percent At least once per month 78 8.5 % Once or more times per week 15 1.6 % Once or twice per year 188 20.5 % Almost never 624 67.9 % Don't Know 14 1.5 % Total 919 100.0 %



Q22. Which of the following sources of information do you CURRENTLY USE to get information about

the City of Lee's Summit? (Check ALL that apply)

Q22. Which of the following sources of information do you

CURRENTLY USE to get information about the City of Lee's Summit? Number Percent City publications (ex: brochures, water report, election info) 611 66.5 % Broadcast news television 387 42.1 % Gov’t cable channel (channels 2, 7 or 99) 162 17.6 % City website (cityofls.net) 407 44.3 % City Scope Quarterly Newsletter 353 38.4 % Lee’s Summit Illustrated, LSPR’s program/activity guide 599 65.2 %

Special message section on water bill 198 21.5 % Public meetings 56 6.1 % Kansas City Star 345 37.5 % Lee’s Summit Journal 461 50.2 % Lee’s Summit Post-Tribune 126 13.7 % Nixle 37 4.0 % Facebook 128 13.9 % Twitter 15 1.6 %

YouTube 3 0.3 % Pinterest 4 0.4 % e-newsletters such as Parks, Environmental, and City e-newsletters 156 17.0 % Video streaming on the City’s website 20 2.2 % Other 47 5.1 % None chosen 14 1.5 % Total 4129



Q22. Other Sources Q22 Other Number Percent SIGNS 1 2.1 % EMAIL 1 2.1 % GOOGLE 1 2.1 % LS EDC 1 2.1 %

SPOUSE 1 2.1 % CHAMGER 1 2.1 % FRIENDS 3 6.4 % OUR HOA 1 2.1 % POSTERS 1 2.1 % EXAMINER 1 2.1 % INTERNET 2 4.3 % LINKEDIN 1 2.1 %

MAIL OUTS 1 2.1 % COUNCILMAN 1 2.1 % REGULAR TV 1 2.1 % OBSERVATION 1 2.1 % MERCHANTS PT 1 2.1 % SOCIAL MEDIA 1 2.1 % MY COUNCILMAN 1 2.1 % WORD OF MOUTH 6 12.8 %

AT COFFEE SHOP 1 2.1 % COUNCIL MEMBER 1 2.1 % FRIENDS/FAMILY 1 2.1 % CITY COUNCILMAN 1 2.1 % FRIEND/REALTIVES 1 2.1 % COUNCILMAN EMAILS 1 2.1 % PERSONAL CONTACTS 1 2.1 % COUNCILMAN'S EMAIL 1 2.1 % LEE'S SUMMIT MAGAZINE 1 2.1 %

POSTERS A POST OFFICE 1 2.1 % TALK TO CITY EMPLOYEES 1 2.1 % COMMUNITY ORGANIZATIONS 1 2.1 % EMAIL FROM CITY COUNCIL 1 2.1 % AMY ROBERTSON@ CAMERON'S 1 2.1 % DISCUSS W/OTHER NEIGHBORS 1 2.1 % MESSAGE FROM REPRESENTATIVE 1 2.1 % BLUE SPRINGS/ST JOE EXAMINER 1 2.1 %

MESSAGE FROM COUNCIL MEMBERS 1 2.1 % PRINTED GYM SCHEDULE FROM LEGACY 1 2.1 % Total 47 100.0 %



Q23. Which FOUR of these sources of information are the most preferred method for you to get

information about the City of Lee's Summit?

Q23. Most Preferred Number Percent

City publications (ex: brochures, water report, election info) 190 20.7 % Broadcast news television 69 7.5 % Gov't cable channel (channels 2, 7 or 99) 14 1.5 % City website (cityofls.net) 121 13.2 % City Scope Quarterly Newsletter 66 7.2 % Lee's Summit Illustrated, LSPR's program/activity guide 90 9.8 % Special message section on water bill 7 0.8 % Public meetings 7 0.8 %

Kansas City Star 52 5.7 % Lee's Summit Journal 104 11.3 % Lee's Summit Post-Tribune 3 0.3 % Nixle 9 1.0 % Facebook 21 2.3 % Twitter 2 0.2 % YouTube 3 0.3 % e-newsletters such as Parks, Environmental, and City e-newsletters 17 1.8 %

Video streaming on the City's website 2 0.2 % Other 15 1.6 % None chosen 127 13.8 % Total 919 100.0 %



Q23. 2nd Preferred Number Percent


Kansas City Star 62 6.7 % Lee's Summit Journal 81 8.8 % Lee's Summit Post-Tribune 23 2.5 % Nixle 5 0.5 % Facebook 20 2.2 % Twitter 8 0.9 % e-newsletters such as Parks, Environmental, and City e-newsletters 15 1.6 % Video streaming on the City's website 1 0.1 %

Other 1 0.1 % None chosen 153 16.6 % Total 919 100.0 %





Q23. 3rd Preferred Number Percent


Kansas City Star 51 5.5 % Lee's Summit Journal 104 11.3 % Lee's Summit Post-Tribune 21 2.3 % Nixle 8 0.9 % Facebook 28 3.0 % Twitter 3 0.3 % YouTube 1 0.1 % Pinterest 1 0.1 %

e-newsletters such as Parks, Environmental, and City e-newsletters 22 2.4 % Video streaming on the City's website 5 0.5 % Other 5 0.5 % None chosen 200 21.8 % Total 919 100.0 %



Q23. 4th Preferred Number Percent City publications (ex: brochures, water report, election info) 84 9.1 % Broadcast news television 47 5.1 %

Gov't cable channel (channels 2, 7 or 99) 24 2.6 % City website (cityofls.net) 42 4.6 % City Scope Quarterly Newsletter 51 5.5 % Lee's Summit Illustrated, LSPR's program/activity guide 66 7.2 % Special message section on water bill 33 3.6 % Public meetings 14 1.5 % Kansas City Star 47 5.1 % Lee's Summit Journal 75 8.2 %

Lee's Summit Post-Tribune 30 3.3 % Nixle 11 1.2 % Facebook 31 3.4 % Twitter 5 0.5 % e-newsletters such as Parks, Environmental, and City e-newsletters 47 5.1 % Video streaming on the City's website 4 0.4 % Other 15 1.6 % None chosen 293 31.9 %

Total 919 100.0 %




information about the City of Lee's Summit? (Sum of Top Four Choices)



Kansas City Star 212 23.1 % Lee's Summit Journal 364 39.6 % Lee's Summit Post-Tribune 77 8.4 % Nixle 33 3.6 % Facebook 100 10.9 % Twitter 18 2.0 % YouTube 4 0.4 % Pinterest 1 0.1 %

e-newsletters such as Parks, Environmental, and City e-newsletters 101 11.0 % Video streaming on the City's website 12 1.3 % Other 36 3.9 % None chosen 128 13.9 % Total 3031



Q24. Have you had any contact with the City of Lee's Summit during the past year? Q24.Have you had any contact with the City of Lee's Summit during the past year? Number Percent Yes 496 54.0 % No 420 45.7 % Not provided 3 0.3 %

Total 919 100.0 %

Q24a. Which City Department did you contact most recently? Q24a.Which City Department did you contact most recently? Number Percent Administration 56 11.3 % Airport 15 3.0 % Animal Control 100 20.2 % City Clerk 48 9.7 % Codes Administration 79 15.9 % Finance/Treasury 35 7.1 %

Fire 49 9.9 % Fleet Division 1 0.2 % Human Resources 10 2.0 % Law 24 4.8 % Municipal Court 20 4.0 % Parks and Recreation 161 32.5 % Planning and Development 38 7.7 % Police 125 25.2 % Public Works – Admin & Engineering 43 8.7 %

Public Works Operations (Streets) 55 11.1 % Procurement and Contract Services 3 0.6 % Solid Waste and Environment 41 8.3 % Water Utilities 110 22.2 % None chosen 4 0.8 % Total 1017

Q24b. How easy was it to contact the person you needed to reach? Q24b. How easy was it to contact the person you needed to reach? Number Percent Very easy 298 60.1 % Somewhat easy 149 30.0 % Difficult 15 3.0 %

Very difficult 12 2.4 % Don't know 22 4.4 % Total 496 100.0 %



Q24c. Several factors that may influence your perception of the quality of Customer Service you receive

from City employees are listed below. For each item, please rate how often the employees you have

contacted during the past year have displayed the behavior described on a scale of 1 to 5, where 5 means

"Always" and 1 means "Never."

(N=496)

Always Usually Sometimes Seldom Never Don't Know Q24c-a. They were courteous and polite 62.6% 27.1% 6.5% 1.4% 0.4% 2.0% Q24c-b. They gave prompt, accurate, and complete answers to questions 53.4% 30.8% 8.9% 2.4% 1.4% 3.0% Q24c-c. They did what they said they

would do in a timely manner 52.9% 28.0% 7.9% 3.4% 1.8% 5.9% Q24c-d. They helped you resolve an issue to your satisfaction 50.1% 27.7% 10.0% 3.3% 4.5% 4.5%


Q24c. Several factors that may influence your perception of the quality of Customer Service you receive

from City employees are listed below. For each item, please rate how often the employees you have


"Always" and 1 means "Never." (Without "Don't Know") (N=496) Always Usually Sometimes Seldom Never Q24c-a. They were courteous and polite 63.8% 27.7% 6.6% 1.4% 0.4% Q24c-b. They gave prompt, accurate, and complete answers to questions 55.1% 31.7% 9.2% 2.5% 1.5%

Q24c-c. They did what they said they would do in a timely manner 56.3% 29.7% 8.4% 3.7% 1.9% Q24c-d. They helped you resolve an issue to your satisfaction 52.5% 29.0% 10.4% 3.4% 4.7%



Q24d. Which TWO of these Customer Service Items do you think are the most important services for the

City to provide?

Q24d. Most Important Number Percent

They were courteous and polite 116 23.4 % They gave prompt, accurate, and complete answers to questions 174 35.1 % They did what they said they would do in a timely manner 67 13.5 % They helped you resolve an issue to your satisfaction 86 17.3 % None chosen 53 10.7 % Total 496 100.0 %


City to provide? Q24d. 2nd Important Number Percent They were courteous and polite 46 9.3 % They gave prompt, accurate, and complete answers to questions 105 21.2 % They did what they said they would do in a timely manner 178 35.9 % They helped you resolve an issue to your satisfaction 113 22.8 % None chosen 54 10.9 %

Total 496 100.0 %


City to provide? (Sum of Top Two Choices)

Q24d. Sum of Top Two Choices Number Percent They were courteous and polite 162 32.7 % They gave prompt, accurate, and complete answers to questions 279 56.3 % They did what they said they would do in a timely manner 245 49.4 %

They helped you resolve an issue to your satisfaction 199 40.1 % None chosen 53 10.7 % Total 938



Q25. Pace of Development: Using a five-point scale where a "5" means much too slow and "1" means

much too fast, please rate the City's current pace of development in each of the following areas.

(N=919)

Much Too Much Too Slow Too Slow Just Right Too Fast Fast Don't know Q25a. Office development 3.7% 18.0% 43.9% 3.7% 1.5% 29.0% Q25b. Industrial development 7.3% 25.4% 38.6% 2.3% 1.1% 25.4% Q25c. Multi-family residential development 0.8% 3.4% 43.3% 17.9% 9.8% 24.8%

Q25d. Single-family residential development 1.5% 7.6% 59.0% 10.6% 3.6% 17.7% Q25e. Retail development 4.6% 21.0% 49.7% 7.6% 3.2% 13.9%


Q25. Pace of Development: Using a five-point scale where a "5" means much too slow and "1" means

much too fast, please rate the City's current pace of development in each of the following areas. (Without

"Don't Know") (N=919) Much Too Much Too Slow Too Slow Just Right Too Fast Fast Q25a. Office development 5.3% 25.4% 61.9% 5.3% 2.2% Q25b. Industrial development 9.7% 34.0% 51.7% 3.1% 1.5%

Q25c. Multi-family residential development 1.0% 4.5% 57.6% 23.8% 13.0% Q25d. Single-family residential development 1.9% 9.2% 71.7% 12.8% 4.4% Q25e. Retail development 5.4% 24.4% 57.8% 8.8% 3.7%



Q26. Support for Development Incentives: Using a five-point scale where a "5" means Very Supportive

and "1" means Not Supportive At All, please rate your level of support for having the City provide

economic development incentives to encourage the following types of development in the City. (N=919) Not Very Not Supportive Supportive Supportive Neutral Supportive At All Don't Know

Q26a. Office development 12.5% 33.0% 27.3% 6.9% 4.8% 15.5% Q26b. Industrial development 14.9% 31.7% 26.0% 7.7% 4.9% 14.7% Q26c. Multi-family residential development 3.7% 11.4% 30.2% 21.5% 17.6% 15.6% Q26d. Single-family residential development 9.3% 25.3% 29.8% 11.9% 9.3% 14.3%

Q26e. Retail development 16.6% 34.2% 22.4% 8.4% 6.0% 12.4%


Q26. Support for Development Incentives: Using a five-point scale where a "5" means Very Supportive

and "1" means Not Supportive At All, please rate your level of support for having the City provide

economic development incentives to encourage the following types of development in the City.(without

"Don't Know")

(N=919) Not

Very Not Supportive Supportive Supportive Neutral Supportive At All Q26a. Office development 14.8% 39.0% 32.3% 8.2% 5.7% Q26b. Industrial development 17.5% 37.2% 30.5% 9.0% 5.8% Q26c. Multi-family residential development 4.4% 13.5% 35.8% 25.5% 20.8%

Q26d. Single-family residential development 10.9% 29.5% 34.8% 13.9% 10.9% Q26e. Retail development 18.9% 39.0% 25.6% 9.5% 6.9%



Q27. How supportive would you be of the City of Lee's Summit becoming more aggressive with

attracting commercial development?

Q27.How supportive would you be of the City of Lee's

Summit becoming more aggressive with attracting commercial development? Number Percent Very Supportive 266 28.9 % Supportive 391 42.5 % Neutral 145 15.8 % Not Supportive 40 4.4 % Not Supportive At All 39 4.2 % Don't Know 38 4.1 %

Total 919 100.0 %

Q28. How supportive would you be of the City of Lee's Summit dedicating an economic development

fund for activities or programs targeting commercial development?

Q28.How supportive would you be of the City of Lee's Summit dedicating an economic development fund for activities or programs targeting commercial development? Number Percent

Very Supportive 128 13.9 % Supportive 325 35.4 % Neutral 237 25.8 % Not Supportive 96 10.4 % Not Supportive At All 67 7.3 % Don't Know 66 7.2 % Total 919 100.0 %



Demographics: Counting yourself, how many people regularly live in your household

Counting yourself, how many people regularly live in

your household Number Percent

1 111 12.1 %

2 393 42.8 %

3 160 17.4 %

4 152 16.5 %

5 69 7.5 %

6 21 2.3 %

7 7 0.8 %

8 or more 3 0.3 %

Not Provided 3 0.3 %

Total 919 100.0 %

Demographics: Which of the following best describes your current employment status?

Which of the following best describes your current

employment status? Number Percent

Employed outside the home 561 61.0 %

Employed in the home 56 6.1 %

Student 8 0.9 %

Retired 241 26.2 %

Not currently employed outside the home 50 5.4 %

Not provided 3 0.3 %

Total 919 100.0 %

Demographics: Where do you work?

Where do you work? Number Percent

In Lee’s Summit 188 33.5 %

Kansas City, MO 166 29.6 %

Independence, MO 51 9.1 %

Elsewhere in Jackson County, MO 61 10.9 %

Johnson County, KS 77 13.7 %

Clay/Platte Counties in MO 8 1.4 %

Elsewhere in MO 33 5.9 %

Elsewhere in KS 31 5.5 %


Total 618

Demographics: Do you own or rent your current residence?

Do you own or rent your current residence? Number Percent

Own 863 93.9 %

Rent 51 5.5 %


Total 919 100.0 %



Demographics: Approximately how many years have you lived in the City of Lee's Summit?

Approximately how many years have you lived in the

City of Lee's Summit? Number Percent

Under 5 82 8.9 %

5 to 14 257 28.0 %

15 to 24 257 28.0 %

25 to 34 169 18.4 %

35+ 123 13.4 %

Not Provided 31 3.4 %

Total 919 100.0 %

Demographics: Would you say your total household income is:

Would you say your total household income is: Number Percent

Under $30,000 49 5.3 %

$30,000 to $59,999 173 18.8 %

$60,000 to $99,999 250 27.2 %

$100,000 or more 366 39.8 %


Total 919 100.0 %

Demographics: Your gender:

Your gender: Number Percent

Male 465 50.6 %

Female 454 49.4 %

Total 919 100.0 %

Demographics: Approximately how much have you or other members of your household spent on

Internet purchases during the past week? (write “0” if none)

How much spent on the Internet during the past week Number Percent

None 500 54.4 %

Less than $50 166 18.0 %

$50 to $100 106 11.6 %

$101 to $200 74 8.1 %

$201 to $500 50 5.4 %

More than $500 16 1.7 %


Total 919 100.0 %



Section 6:

Survey Instrument



DirectionFinder® 2013 ETC Institute - Page 1

1. Several items that may influence your Perception of the City of Lee’s Summit are listed below. Please rate each item

on a scale of 1 to 5 where 5 means “Very Satisfied” and 1 means “Very Dissatisfied.” (Circle your response)

How satisfied are you with: Very

Satisfied Satisfied Neutral Dissatisfied

Very

Dissatisfied

Don’t

Know

A. Overall image of City Government 5 4 3 2 1 9

B. How well the City is managing growth 5 4 3 2 1 9

C. Overall quality of life in the City 5 4 3 2 1 9

D. Overall quality of services provided by the City of Lee’s

Summit 5 4 3 2 1 9

E. Overall value that you receive for your City tax dollars and

fees 5 4 3 2 1 9

2. Using a scale of 1 to 5 where 5 means “Very Satisfied” and 1 means “Very Dissatisfied,” please indicate how satisfied

you are with the following aspects of City Leadership. (Circle your response)



Very

Dissatisfied

Don’t

Know

A. Overall quality of leadership provided by your City elected

officials 5 4 3 2 1 9

B. Overall effectiveness of appointed boards and commissions 5 4 3 2 1 9

C. Overall effectiveness of the City Manager and professional

staff 5 4 3 2 1 9


you are with the following aspects of City Growth. (Circle your response)



Very

Dissatisfied

Don’t

Know

A. Rate of growth in Lee’s Summit 5 4 3 2 1 9

B. Quality of business growth 5 4 3 2 1 9

C. Quality of residential growth 5 4 3 2 1 9

4. Using a scale of 1 to 5 where 5 means “Very Likely” and 1 means “Not Likely At All,” please indicate how likely you

would be to do the following: (Circle your response)

How likely would you be to: Very

Likely Likely Neutral Not Likely

Not Likely

at All

Don’t

Know

A. Recommend the City of Lee’s Summit to others as a place to

live 5 4 3 2 1 9

B. Recommend the City of Lee’s Summit to others as a place to

do business 5 4 3 2 1 9

C. Recommend the City of Lee’s Summit’s financial health to a

visitor 5 4 3 2 1 9

City of Lee’s Summit |220 SE Green Street | Lee’s Summit, MO 64063| cityofLS.net | 969.1000

2013 City of Lee’s Summit Citizen Survey

Thank you for taking the time to complete this important survey. City leaders will use your input to help set

community priorities so that tax dollars are spent wisely. When you are finished, please return your completed

survey in the postage-paid envelope provided. You may also complete this survey on-line by going to

www.lssurvey.org.


5. Please rate your Overall Satisfaction with each of the following services provided by the City of Lee’s Summit using a

scale of 1 to 5 where 5 means “Very Satisfied” and 1 means “Very Dissatisfied.” (Circle your response)



Very

Dissatisfied

Don’t

Know

A. Overall quality of police services 5 4 3 2 1 9

B. Overall quality of fire and emergency medical services

(ambulance) 5 4 3 2 1 9

C. Overall quality of parks and recreation programs and

facilities 5 4 3 2 1 9

D. Overall maintenance of streets, municipal buildings and

facilities 5 4 3 2 1 9

E. Overall enforcement of private property/building

maintenance ordinances 5 4 3 2 1 9

F. Overall quality of public safety education programs 5 4 3 2 1 9

G. Overall quality of customer service you receive from

employees 5 4 3 2 1 9

H. Overall quality of communication 5 4 3 2 1 9

I.

Overall quality of programs designed to connect citizens with

the City, e.g., Citizen’s Leadership Academy, Friends of the

Parks, Citizens Police Academy

5 4 3 2 1 9

J. Overall quality of new commercial development in the City 5 4 3 2 1 9

K. Overall quality of the City's stormwater runoff/stormwater

management system 5 4 3 2 1 9

L. Overall flow of traffic and congestion management in Lee’s

Summit (excluding MoDOT highway interchanges) 5 4 3 2 1 9

M. Overall quality of water services 5 4 3 2 1 9

N. Overall quality of sanitary sewer (wastewater) services 5 4 3 2 1 9

O. Overall quality of municipal court 5 4 3 2 1 9

6. Which FOUR of these items do you think are the most important services for the City to provide? [Use the letters from the

list in Question 5 above]

1st

: _____ 2nd

: _____ 3rd

: _____ 4th

: _____

7. Please rate your satisfaction on a scale of 1 to 5, where 5 means “Very Satisfied” and 1 means “Very Dissatisfied,” with

the following Police Services provided by the City of Lee’s Summit. (Circle your response)



Very

Dissatisfied

Don’t

Know

A. The visibility of police in neighborhoods 5 4 3 2 1 9

B. The visibility of police in business districts 5 4 3 2 1 9

C. Efforts to prevent crime 5 4 3 2 1 9

D. Overall professionalism of police employees 5 4 3 2 1 9

E. How quickly the police department responds to emergencies 5 4 3 2 1 9

F. Quality of animal control 5 4 3 2 1 9

8. Which THREE of the Police Services do you think are the most important services for the City to provide? [Use the letters

from the list in Question 7 above]

1st

: _____ 2nd

: _____ 3rd

: _____


9. Please rate your satisfaction on a scale of 1 to 5, where 5 means “Very Satisfied” and 1 means “Very Dissatisfied,” with

the following Fire and Emergency Medical Services provided by the City of Lee’s Summit. (Circle your response)



Very

Dissatisfied

Don’t

Know

A. Overall quality of local fire protection 5 4 3 2 1 9

B. Overall quality of ambulance service 5 4 3 2 1 9

C. Visibility of fire department personnel 5 4 3 2 1 9

D. Efforts to enhance fire prevention 5 4 3 2 1 9

E. The number of fire stations 5 4 3 2 1 9

F. How quickly the fire department responds to emergencies 5 4 3 2 1 9

10. Which TWO of the Fire and Emergency Medical Services do you think are the most important services for the City to

provide? [Use the letters from the list in Question 9 above]

1st

: _____ 2nd

: _____

11. On a scale of 1 to 5, where 5 means “Very Safe” and 1 means “Very Unsafe,” please rate how safe you feel in the

following situations. (Circle your response)

How safe do you feel: Very

Safe Safe Neutral Unsafe

Very

Unsafe

Don’t

Know

A. In your neighborhood during the day 5 4 3 2 1 9

B. In your neighborhood at night 5 4 3 2 1 9

C. In city parks during the day 5 4 3 2 1 9

D. In city parks at night 5 4 3 2 1 9

E. Traveling on City streets 5 4 3 2 1 9

F. In other public areas in Lee’s Summit 5 4 3 2 1 9

G. Overall feeling of safety in Lee’s Summit 5 4 3 2 1 9


you are with the following aspects of City services. (Circle your response)



Very

Dissatisfied

Don’t

Know

A. Maintenance of city streets (excluding MoDOT highways) 5 4 3 2 1 9

B. Maintenance of sidewalks in the city 5 4 3 2 1 9

C. Maintenance of city traffic signals/street signs 5 4 3 2 1 9

D. Adequacy of public transportation system 5 4 3 2 1 9

E. Adequacy of sidewalks 5 4 3 2 1 9

F. Adequacy of shared use path/trail system 5 4 3 2 1 9

G. Adequacy of bicycling accommodations 5 4 3 2 1 9

H. Maintenance and preservation of downtown Lee’s Summit 5 4 3 2 1 9

I. Snow removal on major city streets 5 4 3 2 1 9

J. Snow removal on streets in your neighborhood 5 4 3 2 1 9

K. Overall cleanliness of city streets and other public areas 5 4 3 2 1 9

L. Maintenance of stormwater drainage system 5 4 3 2 1 9

13. Which FOUR of these services do you think are the most important services for the City to provide? [Write in the letters

below using the letters from the list in Question 12 above].

1st

: _____ 2nd

: _____ 3rd

: _____ 4th

: _____



you are with the following aspects of City Code Enforcement. (Circle your response)



Very

Dissatisfied

Don’t

Know

A. Enforcing the clean-up of litter and debris 5 4 3 2 1 9

B. Enforcing the mowing of grass and weeds on private

property 5 4 3 2 1 9

C. Enforcing the maintenance of residential property 5 4 3 2 1 9

D. Enforcing the maintenance of business property 5 4 3 2 1 9

E. Enforcing sign regulations 5 4 3 2 1 9

F. Overall appearance of the City 5 4 3 2 1 9

15. Which TWO of these Code Enforcement Services do you think are the most important services for the City to provide?

[Write in the letters below using the letters from the list in Question 14 above].

1st

: _____ 2nd

: _____


you are with the following aspects of City Water Services. (Circle your response. Choosing number 9 indicates your

water is provided by district 13 or Cass County district three.)



Very

Dissatisfied N/A

A. Reliability of water pressure in your home 5 4 3 2 1 9

B. The availability of account information 5 4 3 2 1 9

C. Overall quality of customer service 5 4 3 2 1 9


you are with the following aspects of Parks and Recreation. (Circle your response)



Very

Dissatisfied

Don’t

Know

A. Lee’s Summit Parks and Recreation Board 5 4 3 2 1 9

B. Maintenance of city parks 5 4 3 2 1 9

C. Number of city parks (currently 26 parks) 5 4 3 2 1 9

D. Miles of walking/biking trails (currently 62 miles) 5 4 3 2 1 9

E. Legacy Park Community Center 5 4 3 2 1 9

F. Harris Park Community Center 5 4 3 2 1 9

G. Gamber Community Center 5 4 3 2 1 9

H. Hartman Park Sports Area 5 4 3 2 1 9

I. Legacy Park Youth Sports Fields 5 4 3 2 1 9

J. Youth Sports Practice Areas 5 4 3 2 1 9

K. Youth Athletic Programs

L. Adult Athletic Programs 5 4 3 2 1 9

M. Other recreation programs, such as classes and summer

camps 5 4 3 2 1 9

N. Ease of registering for programs 5 4 3 2 1 9

O. Fees charged for activities 5 4 3 2 1 9

P. Number of playgrounds 5 4 3 2 1 9

Q. Downtown Summer Music Festivals 5 4 3 2 1 9

18. Which FOUR of these Parks and Recreation Services do you think are the most important services for the City to

provide? [Write in the letters below using the letters from the list in Question 17 above].

1st

: _____ 2nd

: _____ 3rd

: _____ 4th

: _____



you are with the following aspects of City Communication. (Circle your response)



Very

Dissatisfied

Don’t

Know

A. The availability of information about City programs and

services 5 4 3 2 1 9

B. City efforts to keep you informed about local issues 5 4 3 2 1 9

C. The level of public involvement in local decision-making 5 4 3 2 1 9

D. Information provided on the City’s website (cityofls.net) 5 4 3 2 1 9

E. Programming on the City’s government access cable

channels (Comcast 7, Time Warner 2, and AT&T U-verse 99) 5 4 3 2 1 9

20. Approximately how often do you watch the City’s government access cable channels? (Channel 2, 7, or 99)

___(1) Everyday

___(2) At least once per week

___(3) At least once per month

___(4) Once or twice a year

___(5) Not at all

21. Approximately how often do you watch public meetings (City Council meetings, Council committee, or Planning

Commission meetings) on the City’s government access cable channel (Channel 2, 7 or 99 or) or on the City’s website

(cityofls.net)?

____(1) At least once per month ____(2) One or more times per week

____(3) Once or twice per year ____(4) Almost never

22. Which of the following sources of information do you CURRENTLY USE to get information about the City of Lee’s

Summit? (Check ALL that apply)

___(A) City publications (ex: brochures, water report, election info)

___(B) Broadcast news television

___(C) Gov’t cable channel (channels 2, 7 or 99)

___(D) City website (cityofls.net)

___(E) City Scope Quarterly Newsletter

___(F) Lee’s Summit Illustrated, LSPR’s program/activity guide

___(G) Special message section on water bill

___(H) Public meetings

___(I) Kansas City Star

___(J) Lee’s Summit Journal

___(K) Lee’s Summit Post-Tribune

___(L) Nixle

___(M) Facebook

___(N) Twitter

___(O) YouTube

___(P) Pinterest

___(Q) e-newsletters such as Parks,

Environmental, and City

___(R) Video streaming on the City’s website

___(S) Other: _________________________

23. Which FOUR of these sources of information are the most preferred method for you to get information about the City

of Lee’s Summit? [Write in the letters below using the letters from the list in Question 22 above.]

1st

: _____ 2nd

_____ 3rd

_____ 4th

_____

24. Have you had any contact with the City of Lee’s Summit during the past year?

___(1) Yes [answer Q24a-d] ___(2) No [go to Q25]

24a. [Only if YES to Q#24] Which City Department did you contact most recently?

____(1) Administration

____(2) Airport

____(3) Animal Control

____(4) City Clerk

____(5) Codes Administration

____(6) Finance/Treasury

____(7) Fire

____(8) Fleet Division

____(9) Human Resources

____(10) Information Technology (IT) Services

____(11) Law

____(12) Municipal Court

____(13) Parks and Recreation

____(14) Planning and Development

____(15) Police

____(16) Public Works – Admin & Engineering

____(17) Public Works Operations (Streets)

____(18) Procurement and Contract Services

____(19) Solid Waste and Environment

____(20) Water Utilities


24b. [Only if YES to Q#24] How easy was it to contact the person you needed to reach?

____(1) Very easy

____(2) Somewhat easy

____(3) Difficult

____(4) Very difficult

____(9) Don’t know

24c. [Only if YES to Q#24] Several factors that may influence your perception of the quality of Customer Service you

receive from City employees are listed below. For each item, please rate how often the employees you have


“Always” and 1 means “Never.” (Circle your response)

Frequency that: Always Usually Sometimes Seldom Never Don’t

Know

A. They were courteous and polite 5 4 3 2 1 9

B. They gave prompt, accurate, and complete answers

to questions 5 4 3 2 1 9

C. They did what they said they would do in a timely

manner 5 4 3 2 1 9

D. They helped you resolve an issue to your satisfaction 5 4 3 2 1 9

24d. Which TWO of these Customer Service Items do you think are the most important services for the City to

provide? [Write in the letters below using the letters from the list in Question 24c above].

1st

: _____ 2nd

: _____

25. Pace of Development: Using a five-point scale where a “5” means much too slow and “1” means much too fast,

please rate the City’s current pace of development in each of the following areas.

Type of Development Much Too

Slow Too Slow

Just

Right Too Fast

Much Too

Fast

Don’t

Know

A. Office development 5 4 3 2 1 9

B. Industrial development 5 4 3 2 1 9

C. Multi-family residential development 5 4 3 2 1 9

D. Single-family residential development 5 4 3 2 1 9

E. Retail development) 5 4 3 2 1 9

26. Support for Development Incentives: Using a five-point scale where a “5” means Very Supportive and “1” means

Not Supportive At All, please rate your level of support for having the City provide economic development

incentives to encourage the following types of development in the City.

Type of Development Very

Supportive Supportive Neutral

Not

Supportive

Not

Supportive

At All

Don’t

Know

A. Office development 5 4 3 2 1 9

B. Industrial development 5 4 3 2 1 9

C. Multi-family residential development 5 4 3 2 1 9

D. Single-family residential development 5 4 3 2 1 9

E. Retail development) 5 4 3 2 1 9

27. How supportive would you be of the City of Lee’s Summit becoming more aggressive with attracting commercial

development?

____(5) Very Supportive

____(4) Supportive ____(3) Neutral

____(2) Not Supportive ____(1) Not Supportive At All

____(9) Don’t Know


28. How supportive would you be of the City of Lee’s Summit dedicating an economic development fund for activities

or programs targeting commercial development?

____(5) Very Supportive

____(4) Supportive ____(3) Neutral ____(2) Not Supportive

____(1) Not Supportive At All ____(9) Don’t Know

29. What is your age? _______________ years 30. Counting yourself, how many people regularly live in your household? ______

31. How many persons in your household (counting yourself), are:

Under age 5 ____ Ages 20-24 ____ Ages 55-64 ____

Ages 5-9 ____ Ages 25-34 ____ Ages 65-74 ____

Ages 10-14 ____ Ages 35-44 ____ Ages 75+ ____

Ages 15-19 ____ Ages 45-54 ____

32. Which of the following best describes your current employment status?

____(1) Employed outside the home If so, where do you work? ___(a) In Lee’s Summit ___(e) Johnson County, KS ___(b) Kansas City, MO ___(f) Clay/Platte Counties in MO ___(c) Independence, MO ___(g) Elsewhere in MO ___(d) Elsewhere in Jackson County, MO ___(h) Elsewhere in KS

____(2) Employed in the home ____(3) Student ____(4) Retired ____(5) Not currently employed outside the home

33. Do you own or rent your current residence? ____(1) Own ____(2) Rent

34. Approximately how many years have you lived in the City of Lee’s Summit? ______ years

35. Would you say your total household income is:

____(1) Under $30,000 ____(2) $30,000 to $59,999

____(3) $60,000 to $99,999

____(4) $100,000 or more

36. Your gender: ____(1) Male ____(2) Female

37. Approximately how much have you or other members of your household spent on Internet purchases during the

past week? (write “0” if none) ______ dollars

38. Do you have any other comments you would like to make?

This concludes the survey. Thank you for your time!

Please Return Your Completed Survey in the Enclosed Postage Paid Envelope to: ETC Institute, 725 W. Frontier Circle, Olathe, KS 66061

Your responses will remain Completely Confidential. The

information printed on the sticker to the right will ONLY be

used to help identify which areas of the City are having

problems with city services. If your address is not correct,

please provide the correct information. Thank you.

Documents

Citizen Survey 2013