City of New Westminster Business Survey€¦ · of the Economic Development Plan is consultation with business stakeholders. In September and October 2016 Mustel Group was commissioned

City of New Westminster Business Survey

October 2016

2

Table of Contents

Slide

Foreword 3

Methodology 4

Executive Overview - Quantitative 5

Executive Overview - Qualitative 8

Detailed Findings - Quantitative 10

1. Industry Profile 11

2. Key Strengths and Challenges 23

3. Importance of & Satisfaction with Location Factors 27

4. Contact with The City of New Westminster 56

5. Satisfaction with City Services 61

Detailed Findings - Qualitative 77

Foreword

3

Background

The City of New Westminster is currently updating its Citywide

Economic Development Plan. The Economic Development Plan will

determine The City’s economic vision and develop a set of

comprehensive goals for the future. Necessary for the development

of the Economic Development Plan is consultation with business

stakeholders. In September and October 2016 Mustel Group was

commissioned to conduct qualitative and quantitative research

among the city’s business community – consisting of businesses, as

well as major property owners and institutions located in New

Westminster.

The qualitative phase involved a series of in-depth interviews (IDIs)

amongst representatives from The City’s larger businesses,

institutions and major property owners in New Westminster with the

purpose of exploring perceptions of the current business climate and

associated challenges and opportunities from the perspective of

these key firms and organizations.

The quantitative phase consisted of a telephone survey amongst 504

businesses located across The City’s seven distinct business districts,

augmented by 89 businesses who opted to complete their survey

online. The online link was provided by local business groups, who

encouraged participation in the study. Respondents were the

business owner, general manager or local branch manager.

The purpose of the quantitative survey was to better understand

business location needs and priorities, plans for future expansion and

opinions on dealing with The City of New Westminster from a

business perspective.

More specifically, the research was designed to:

Identify key factors in choosing to locate a business in New Westminster

Gauge overall satisfaction with New Westminster as a place to do business

Measure satisfaction with City-related services

Identify perceived gaps in services and challenges of doing business

Elicit ideas for attracting or retaining businesses

Gauge the likelihood of staying in New Westminster and/or plans for expansion

This report presents the findings from this research.

Methodology

4

Quantitative Methodology

A total of 593 interviews completed, including 504 via

computer assisted telephone interviewing (CATI) and 89 self-

completed online;

Interviews were completed in each of five New Westminster

regions including 171 in Uptown, 142 in Downtown, 133 in the

East End, 84 in the West End and 63 in Queensborough.

Telephone interviews were conducted from Mustel Group’s

Vancouver-based call centre from September 14 to October 7,

2016;

Margin of error on a random sample of 593:

+/-4.0% at the 95% level of confidence;

Questionnaire used appended;

Detailed computer tabulations presented under separate

cover.

Qualitative Methodology

A series of 12 In Depth Interviews (IDIs) were conducted by

telephone. Each interview ran for approximately 20-30

minutes in duration, and all were conducted by Mustel

Group’s Qualitative Specialist, Ms. Kathleen Roach.

The City of New Westminster supplied a list of potential

respondents—consisting of senior executives, managers or

property owners. The majority of those listed were contacted

by The City and agreed in advance to participate. Following

notification from The City, the potential respondents were

telephoned and invited to participate by the Qualitative

Specialist. Appointments to conduct the interviews were

arranged as was convenient for respondents within the study

period.

All interviews were completed October 4 to 17, 2016. A copy

of the discussion guide used in these interviews is appended.

Executive Overview – Quantitative Research

5

The following summarizes the findings of 504 telephone interviews

and 89 online surveys conducted on behalf of The City of New

Westminster. These interviews were conducted amongst a cross

section of all New Westminster businesses with the exception of a

selection of large employers, property owners and institutions that

were interviewed separately as part of the qualitative research.

Doing Business in New Westminster

The large majority of businesses responding to the survey are

headquartered in New Westminster (77%) and on average have

been operating there for more than 17 years. New Westminster

businesses vary in size with the overall average number of

employees 11, which ranges from an average of 7 in

Queensborough to 16 in the West End. Almost half of all

businesses expect to increase the number of staff they employ in

the next five years (47%), with half (50%) expecting to remain

unchanged.

More than half of all businesses were established within New

Westminster (56%), this is consistent for all areas except

Queensborough where 78% chose that location to establish their

business.

The majority lease their premises (72%), with more than one-

quarter that owns them (28%).

While 17% of businesses plan to move within the next 5 years,

40% of those plan to move to another location within New

Westminster. The most common reasons for wanting to move

relate to challenges with their current location such as a lack of

space or the activities of surrounding businesses.

Overall, the majority of businesses rate their satisfaction with

New Westminster as a place to do business at 4 or 5 out of 5

(70%), with one-quarter saying they are “completely satisfied”

(26%).

Key Strengths

The most commonly named key strength of doing business in

New Westminster is its central location within the region

(51%), and this is followed by the good transportation links

(25%).

Also considered key is the friendly small town atmosphere

(23%), noted consistently in all areas but Queensborough

(11%).

About one-in-five appreciates a strong and loyal customer base

(18%), while more than one-in-ten businesses highlight the

supportive and business-friendly municipal government (12%),

with a similar proportion that appreciates the affordability of

the city when doing business (10%).

Executive Overview – Quantitative Research (cont’d)

6

Key Challenges

The key challenge of doing business in New Westminster relates

to transportation issues (39%), particularly congestion on the

roads and bridges, with an additional 17% citing parking issues.

One-in-ten (10%) also have an issue with street closures due to

construction or trains creating challenges with access to their

business.

Almost one-in-five businesses feel challenged by increased

business costs such as rent and taxes (18%), with a similar

proportion (17%) that feels municipal government poses a key

challenge by not being business friendly enough.

Location issues such as size of premises are cited by 17%, with

15% noting the relatively small population creating a challenge

attracting customers and finding staff.

Importance and Satisfaction

In the quantitative survey respondents were asked to rate the

importance of various factors influencing their decision of

where to locate their business. The top five rated factors, those

with the highest average rating between 3.8 and 4.0 on a 5

point scale, include proximity to customers, adequate parking

and access to public transit, the cost of renting or purchasing

their premises, and the overall quality of life.

Those rated moderately important, 3.2 to 3.5 out of 5 include the

ease of working with municipal government, proximity to a major

highway, room to expand, being close to a qualified workforce and

being served by fibre optic technology.

Of least importance, rated 2.3 to 3.1 out of 5, are local affordable

housing, access to restaurants, and being close to suppliers,

downtown Vancouver and post secondary institutions.

When asked their level of satisfaction with the same influencing

factors all but one (“affordable housing”) received an average

satisfaction score of 3 or higher on a five point scale.

Those with the highest average satisfaction rating include proximity

to customers, access to public transit and close to a major highway,

access to amenities such as restaurants and cafes, the overall

quality of life and the ease of working with municipal government.

Average satisfaction levels are generally similar for most other

factors, though dissatisfaction, those with the largest proportion of

businesses providing a rating of 1 or 2 on a five point scale, is found

with adequate parking and affordability of local housing.

Contact with The City

The majority of businesses (78%) recall having contact with The City

for one reason or another within the past year, most commonly

relating to business licensing (46%), with other reasons of note

including contact regarding utilities, planning, building and parking.

Executive Overview – Quantitative Research (cont’d)

7

Contact with The City (cont’d.)

Overall, the majority of those that recall their last contact with

The City were satisfied with the experience (70% rating 4 or 5

out of 5), with almost half that were completely satisfied (46%).

Satisfaction with The City was largely the result of the service

provided by City staff and the straightforward and efficient

processes put in place by The City.

Dissatisfaction is most commonly the result of frustration with

the outcome of their interaction with The City, or if response

times were slow or the service deemed poor or unhelpful.

Satisfaction with City Services

When asked to rate their satisfaction with a series of specific City

services respondents are, on average most satisfied (averaging

between 3.8 and 4.1 out of 5) with their contact with front

counter services, business licensing, the overall customer service

they receive when dealing with The City, and the access to

municipal information via the website.

Other services, including municipal regulations, City planning and

development, building and land development and permitting

services, value for your tax dollar, infrastructure and municipal

tax rates each receive similar average satisfaction ratings of

between 3.0 and 3.4 out of 5.

Services receiving proportionally higher levels of

dissatisfaction, that is the proportion giving a rating of 1 or 2

out of 5, include value for tax dollar (22% rating either 1 or 2

out of 5), municipal tax rates (23% rating either 1 or 2 out of

5), and city infrastructure (30% rating either 1 or 2 out of 5).

Actions to Attract / Retain Businesses

The two most commonly recommended actions or initiatives,

each suggested by about one-in-five businesses include a call

for The City to be more business friendly (21%). This is said to

entail offering more incentives to operate in New

Westminster, communicating clearly with business owners and

creating a good distribution of businesses across the city.

Secondly were calls to address various transportation

infrastructure issues including traffic congestion within the city

and bridge repairs (21%), an issue particularly common among

those in the East End (31%).

Other issues of note include the need for affordable housing

noted by 10% of those Uptown, parking issues noted by 10% of

those Downtown, improved customer service noted by 10% of

those in the West End, and improved general infrastructure

noted by 10% of those in Queensborough.

Executive Overview – Qualitative Research

8

The following summarizes the findings of 12 in-depth interviews

conducted on behalf of The City of New Westminster. These

interviews were conducted by telephone amongst New Westminster’s

largest employers (both commercial and industrial businesses and

institutions) and major property owners.

Satisfaction Issues

There is a high level of satisfaction in being situated in New

Westminster amongst the business representatives included in

this phase of the research. The positives, outlined by the

majority, had to do with the attitudes and approach of The City

Council.

The New Westminster council and staff are seen as forward

looking, accessible and pro-business. It was suggested that the

New Westminster council members think like business people,

and they were described as helpful and proactive.

Only one respondent, who had some unresolved issues regarding

their dealings with The City , offered negative reflections – not of

council members, but of staff – who, he suggested were not as

accommodating as they should be.

However, when city departments were discussed, the majority

indicated their experience with various departments was

positive. City staff was thought to be responsive and efficient.

There were some practical reasons why being situated in New

Westminster was seen as positive. This was true for businesses

and landlords, but even more notable within the city’s

educational institutions. The central location and SkyTrain

access were important to all, but very important to institutions

whose students mostly live in other areas of Metro Vancouver.

Across most of these interviews, respondents expressed

appreciation that New Westminster is in a growth mode. The

fact that New Westminster is a small city was also important to

them. Members of the business community are connected to

one another, giving business people (including landlords and

educational institutions) an overall sense of being part of the

city, rather than simply residing there.

In spite of the positive reviews, some negatives were raised,

including the lack of affordable housing. This was also

expanded to student housing, which is not available in New

Westminster.

The level of homelessness and drug issues that have been

associated with New Westminster for several years continues

to be problematic, according to most. More policing, in the

areas of the city where those issues dominate was suggested.

In addition, traffic congestion was raised as an ongoing issue

that needs to be addressed.

Executive Overview – Qualitative Research (cont’d)

9

While the majority expressed satisfaction with the available

services, some felt the city could be more involved with

developing services (like offering resources and tactics) for small

businesses to help them get established.

Others also suggested that the city might develop a forum,

outside of BIA, for businesses and institutions to work more

closely with the city.

The Future

The future in New Westminster looks good to most, although

there were reminders about the impact of homelessness and

drugs on the overall image of the city.

According to several respondents, some improvements have

already been made, but there is still a lingering sense that New

Westminster is a tough city to live in, with some associated

concerns about safety and security. Any improvements in that

image will make it easier for landlords to attract tenants, or for

businesses and institutions to attract workers. But, there must

also be a level of mid-range housing where some of those

workers or tenants can afford to live.

Best Practices

When asked about best practices for The City of New Westminster, there

were a few suggestions:

1. Develop innovation districts (clustering of similar business types),

which is a recent trend in urban planning.

2. Make New Westminster an Idea Centre, and create a new profile for

the city.

3. See the businesses and institutions in the city as resources, and put

them together to help and support one another.

4. Provide information sheets, including statistics and updates on the

kinds of initiatives occurring in the city, and outline the importance

or value of those changes.

In summary, the majority believe that New Westminster is well

located with good transit access to and from other communities. Its

small size, and the fact that its council appears to be forward

thinking and accessible to the business community, are positives

that emerged throughout these interviews. There was little

difference in responses of the business community versus the

educational institutions. They all appreciate that the city works with

them and that the city is not very bureaucratic in its approach. The

only difference might be the level of engagement with council,

which was notably stronger and more important for businesses and

landlords , when compared to institutions.

10

Detailed Findings:Quantitative Survey

11

1. Industry ProfileSlide

Industry Sector 12

Location of Business 13

Business Based out of Home Residence 14

Location of Company Headquarters 15

Length of Time Operating in New Westminster 16

Tenure of Premises Occupied 17

Moved to Current Location from Elsewhere 18

Plan to Move Business in Next 5 Years 19

Reason for Moving 20

Number of Employees in New Westminster Location 21

Expected Change in Number of Employees 22

Industry Sector

12

Respondents were asked to categorize their business sector into one of nine broad categories. On completion of the survey we found that our sample largely reflected the distribution of the entire contact database.

Approximately one-quarter of all respondents operate in the retail or personal services sector, proportionally similar across the city.

A total of 15% are from the health, education and social services sector, operating somewhat more commonly in the Uptown, Downtown and East End of the city.

Represented by 8% in each case are finance, insurance and real estate (operating somewhat more in the Uptown and Downtown areas), construction (more commonly in the west end and Queensborough neighbourhoods), and tourism, recreation and hospitality (spread a little more evenly throughout the city).

The “other” category includes a broad range of business types from artists to transportation firms, daycare and not-for profit to wholesale distributors.

Total(593)

%

Area

Uptown(171)

%

Downtown(142)

%

East End(133)

%

West End(84)%

Queens-borough

(63)%

Retail or Personal Service 26 26 25 21 29 35

Health, Educational or Social Services

15 19 16 17 6 6

Finance or Insurance or Real Estate

8 11 12 5 7 5

Construction 8 7 1 6 13 19

Tourism, Recreation or Hospitality (e.g. restaurant, hotel, tour company)

8 8 11 5 5 8

Professional, Scientific or Technical (e.g. lawyer, architect, scientist, engineer)

7 6 10 6 7 2

Manufacturing 6 2 3 13 7 11

Information and Communications Technologies (ICT), includes Computer/ Software/ Telecom Manufacture or Service

3 4 5 2 2 2

Other 19 18 17 25 24 13

Q.1a) Which of the following industry sectors best describes your business?

Location of Business

13

During the course of fieldwork we aimed to achieve a stratified sample of businesses from across the city, ensuring representation from all five key neighbourhoods.

The resulting sample largely reflects the regional distribution of the contact database.

Just less than one-third of businesses in the survey are located Uptown (29%), with approximately one-quarter in each of the Downtown (24%) and East End (22%). A further 14% are located in the West End with 11% in Queensborough.

Total(593)

%

Area

Uptown(171)

%

Downtown(142)

%

East End(133)

%

West End(84)

%

Queens-borough

(63)%

Uptown 29 100 - - - -

Downtown 24 - 100 - - -

East End 22 - - 100 - -

West End 14 - - - 100 -

Queensborough 11 - - - - 100

Q.1b) Where in New Westminster is your business located?

Business Based Out of Home Residence

14

To ensure that home businesses in New Westminster were represented within the sample, respondents were asked if their business operated from their residence.

We found just over one-quarter of businesses were based in their residence overall (28%). This compares with approximately 22% of businesses flagged as home businesses in the Dunn & Bradstreet business directory, one of the sources for the contact database.

Home businesses are distributed quite evenly across the city, though somewhat more commonly found in the West End and Queensboroughneighbourhoods compared with the Downtown.

28%

26%

20%

29%

33%

37%

73%

74%

80%

71%

67%

64%

Total (n=593)

Uptown (n=171)

Downtown (n=142)

East End (n=133)

West End (n=84)

Queensborough (n=63)

Yes No

Base: Total

Q.2) Is your business based out of your residence (i.e. a home business)?

Location of Company Headquarters

15

The majority of businesses surveyed are headquartered within New Westminster (77%). This is consistent across all neighbourhoods except for a somewhat smaller proportion in Queensborough where one-third of businesses are headquartered elsewhere.

Of those businesses with headquarters outside of New Westminster, just over half (53%) are found in other parts of British Columbia and just over one-third (36%) in other parts of Canada. Just one-in-ten are in other parts of North America or elsewhere in the world (11%).

77%

79%

76%

79%

80%

68%

23%

21%

24%

21%

20%

33%

Total (n=430)

Uptown (n=126)

Downtown (n=113)

East End (n=95)

West End (n=56)


New Westminster is Headquarters Location

Yes No

Base: Total excluding home businesses

Q.3a) Is this New Westminster location your company headquarters?

Company headquarters not in New Westminster:

Total(98)%

Area

Uptown(27)*

%

Down-town(27)*

%

East End(20)*

%

WestEnd

(11)*%

Queens-borough

(13)*%

BC 53 59 59 50 55 31

Canada 36 26 30 50 36 46

North America 9 11 11 - - 23

Elsewhere 2 4 - - 9 -

Q.3b) Where are the headquarters located? *Caution: Small base size

Length of Time Operating in New Westminster

16

On average, businesses located within the City of New Westminster have operated there for more than seventeen years.

Businesses in Uptown, East End and West End have operated in New Westminster the longest, averaging between 18 and 22 years.

The average length of time operating in the Downtown area is almost 16 years, while businesses in Queensborough have on average been there for the shortest time, approximately 12 years.

Total(593)

%

Area

Uptown(171)

%

Downtown(142)

%

East End(133)

%

West End(84)%

Queens-borough

(63)%

Less than 5 years 21 22 23 17 18 27

5 - 9 years 22 15 26 21 17 38

10 - 19 years 22 28 19 23 19 21

20 - 29 years 16 15 18 16 20 5

30 - 39 years 8 10 5 10 12 5

40+ years 11 11 9 14 13 5

Don't know <1 - - - 1 -

Mean 17.5 18.4 15.6 18.8 21.5 11.7

Median 11.0 12.0 10.0 13.0 17.0 7.0

Q.4) How many years has your business been operating in New Westminster?

Tenure of Premises Occupied

17

More than one-quarter of the businesses surveyed (excluding home businesses) own the premises in which they operate (28%).

The proportion of businesses that own their premises varies from region to region with the West End (41%) having the highest and Downtown (19%) having the lowest.

28%

28%

19%

28%

41%

33%

72%

72%

81%

72%

59%

68%

Total (n=430)

Uptown (n=126)

Downtown (n=113)

East End (n=95)

West End (n=56)


Owner Tenant of the premises

Base: Excluding home businesses

Q.5) Is your business a tenant or the owner of the premises you occupy in New Westminster?

Moved to Current Location from Elsewhere

18

A total of 44% of businesses operating in New Westminster chose to move to their current location from elsewhere, with just over half that established themselves in New Westminster.

This is consistent for all areas of the city with the exception of Queensborough where the large majority of businesses chose their current location to establish their business (78%).

Among those businesses that moved to their current location from elsewhere, half came from another part of New Westminster (49%), with most of the others coming from other parts of Metro Vancouver (46%).

44%

44%

49%

45%

46%

22%

56%

56%

51%

55%

54%

78%

Total (n=593)

Uptown (n=171)

Downtown (n=142)

East End (n=133)

West End (n=84)


Moved to Current Location

Yes No

Total(259)

%

Area

Uptown(76)

%

Down-town(70)

%

East End(60)

%

West End(39)

%

Queens-borough

(14)*%

Within New Westminster 49 58 56 40 39 36

Another city in Metro Vancouver

46 34 41 53 46 64

Another City Elsewhere in BC

2 4 - 3 - -

Another province 1 1 1 - - -

Somewhere else 3 3 1 3 5 -

Base: Moved to current locationQ.7) Where did you move from? *Caution: Small base size

Q.6) Did you move to your current location from elsewhere?

Plan to Move Business in Next 5 Years

19

17%

22%

17%

12%

14%

18%

83%

78%

83%

88%

86%

83%

Total (n=593)

Uptown (n=171)

Downtown (n=142)

East End (n=133)

West End (n=84)


Plan to Move Business in Next 5 Years

Yes No

Location Likely to Locate to: Total

(101)%

Area

Uptown(38)

%

Down-town(24)*

%

East End(16)*

%

West End(12)*

%

Queens-borough

(11)*%

Another city in Metro Vancouver

42 34 38 69 25 55

Within New Westminster 40 42 42 25 58 27

Another city elsewhere in BC

8 5 13 - 8 18

Another Province 1 3 - - - -

Somewhere else 10 16 8 6 8 -

Base: Plan to move in the next 5 years

Q.9) Where are you most likely to locate to? *Caution: Small base size

Q.8) And, in the next 5 years do you plan to move your business to another location?

In terms of the next five years, fewer than one-in-five business have any plans to move from their current location (17%). This is consistent amongst businesses from across the city.

Among those businesses that are planning a move, the large majority are planning to move to a location within the city of New Westminster (40%) or another city within Metro Vancouver (42%).

Reasons for Moving

20

Among those planning to move, the most common reasons relate to challenges with the current location such as a lack of space or the activities of surrounding businesses (44%).

One-quarter highlight financial concerns such as rent or taxes (24%), while 19% are moving to an area with a larger population to increase their client base. A further 14% are having to give up their premises due to redevelopment of the building or leases not being renewed.

A further one-in-ten (10%) are getting away from traffic issues such as congestion, with a similar proportion that is motivated to move to a more business friendly municipality (9%).

Total(101)

%

Area

Uptown(38)%

Downtown(24)*

%

East End(16)*

%

West End(12)*

%

Queens-borough

(11)*%

Problems with current location (i.e. space, activities of other businesses)

44 34 42 69 50 36

Financial concerns (i.e. lower rent, taxes)

24 26 25 25 8 27

Larger population/ client base 19 18 25 13 17 18

Loss of current location 14 24 13 - - 18

Transportation issues (i.e. traffic congestion, parking)

10 11 4 6 25 9

Supportive Municipal Government/ business friendly

9 11 8 - 17 9

Miscellaneous 3 - 8 - 8 -

No reason in particular 1 - - 6 - -

Base: Plan to move in the next 5 years

Q.10) And what are the main reasons for moving there? *Caution: Small base size

Number of Employees in New Westminster Location

21

A total of 61% of businesses in New Westminster employs between 1 and 5 staff, with 39% that employs 6 or more staff.

The median number of staff employed by businesses in New Westminster is 4.

The number of employees does not vary significantly from neighbourhood to neighbourhood at these sample sizes.

Total(593)

%

Area

Uptown(171)

%

Downtown(142)

%

East End(133)

%

West End(84)%

Queens-borough

(63)%

1 22 28 14 22 20 25

2 14 14 12 17 18 10

3 9 4 11 14 13 6

4 8 8 7 7 7 11

5 8 10 11 3 7 6

6-9 13 12 16 11 10 16

10-19 13 12 13 14 12 18

20+ 14 13 17 14 13 8

Median 4.0 4.0 5.0 3.0 3.0 4.0

Q.11) Approximately how many full and part-time employees work at this New Westminster location?

Expected Change in Number of Employees

22

The large majority of businesses in New Westminster believe the number of people they employ will either increase (47%) or stay the same (50%) over the next five years.

This is consistent across the region.

47%

44%

49%

47%

45%

54%

50%

54%

47%

50%

50%

43%

3

2

4

3

5

3

Total (n=593)

Uptown (n=171)

Downtown (n=142)

East End (n=133)

West End (n=84)


Increase Stay the same Decrease

Base: Total

Q.12) In the next five years do you see your employment needs changing, seeing the number of employees increase, decrease or stay about the same?

23

2. Key Strengths and Challenges of Doing Business in New Westminster

Slide

Key Strengths of Doing Business in New Westminster 24

Challenges of Doing Business in New Westminster 25

Overall Satisfaction with New Westminster as a Place to do Business 26

Key Strengths of Doing Business in New Westminster

24

The key strength of doing business in New Westminster is its central location within the region (51%).

Also important are the good transportation links (25%), particularly noted by those in the Downtown and East End neighbourhoods. The friendly small town atmosphere was noted by approximately one-quarter (23%), with lower levels for Queensborough compared with other regions.

About one-in-five appreciates the strong and loyal customer base (18%), with 15% that notes the importance of their location within New Westminster, that is the premises itself as well as the geographic location.

More than one-in-ten businesses highlight the supportive and business-friendly municipal government (12%), with a similar proportion appreciating the affordability of the city when doing business, including tax rates and rent (10%).

Total(593)

%

Area

Uptown(171)

%

Downtown(142)

%

East End(133)

%

West End(84)%

Queens-borough

(63)%

Location is central to othermunicipalities

51 51 42 57 51 54

Transportation (i.e. highway access, SkyTrain, public transit)

25 16 39 32 17 11

Small town atmosphere/ friendly/ sense of community)

23 24 25 21 30 11

Strong/ loyal customer base 18 18 21 14 16 19

Location in New Westminster 15 13 18 17 6 21

Supportive municipal government/ business friendly

12 12 11 13 17 6

Affordability/ low cost of doing business (i.e. taxes, rent)

10 9 11 12 8 3

Live here 9 10 6 11 8 8

Increasing population/ growing community

7 8 10 6 1 11

Amenities and services available(i.e. fibre optic lines)

7 7 8 8 7 5

Lots of other businesses in the area/ active BIA (BusinessImprovement Area)

6 2 11 5 5 11

Access to employees 3 5 4 1 4 2

Lack of competition 2 1 1 - 4 6

None in particular 11 15 10 7 13 11

Base: Total

Q.13) Thinking overall, can you please list up to three key strengths of doing business in the City of New Westminster?

Challenges of Doing Business in New Westminster

25

Total(593)

%

Area

Uptown(171)

%

Downtown(142)

%

East End(133)

%

West End(84)%

Queens-borough

(63)%

Transportation issues (i.e. traffic congestion, bridge accidents)

39 32 36 46 37 51

Increased cost of doing business/ financial concerns (i.e. high rent, taxes)

18 22 14 17 20 14

Parking issues 17 17 30 16 10 5

Problems with municipal government/ not business friendly

17 14 17 17 19 25

Location issues (i.e. building/ office size, too many hills, noise)

17 16 18 13 25 18

Small population (i.e. fewer customers, hard to find staff)

15 22 13 14 13 8

Access issues (i.e. closed streets, construction, trains)

10 1 16 15 10 10

Policing/ safety issues (i.e. crime, drug users, homeless/ panhandlers)

8 7 13 5 12 3

Too much competition from similar businesses

4 4 4 3 4 5

New Westminster is not as well known as the City of Vancouver

2 1 5 2 1 2

None in particular 18 21 15 19 18 16

Base: Total

Q.14) And now, please list up to three challenges of doing business in the City of New Westminster?

A key challenge of doing business in New Westminster relates to transportation issues (39%), particularly congestion on the roads and bridges. This problem is particularly highlighted by those in Queensboroughand the East End. An additional 17% cites parking issues, while one-in-ten (10%) have an issue with street closures due to construction or trains creating challenges with access to their business

Almost one-in-five businesses feel challenged by increased business costs such as rent and taxes (18%), with a similar proportion that feels municipal government poses a key challenge by not being business friendly enough.

Other challenges include location issues such as the size or being impacted by noise pollution.

For 15% the relatively small population of the city provides a challenge in attracting customers and finding staff.

Overall Satisfaction with New Westminster as a Place to do Business

26

26%

26%

25%

35%

21%

16%

44%

40%

49%

39%

50%

48%

22%

26%

20%

18%

21%

25%

5

4

2

6

7%

6

3

3

4

2

5

Total (n=593)

Uptown (n=171)

Downtown (n=142)

East End (n=133)

West End (n=84)


5 Completely satisfied 4 3 2 1 Not at all satisfied

Overall, the majority of businesses rate their satisfaction with New Westminster as a place to do business at 4 or 5 out of 5 (70%), with one-quarter saying they are “completely satisfied” (26%).

This level of satisfaction is consistent throughout the city, with an average score of about 4 out of 5 (3.9).

Base: Total

Q.15) Overall, how satisfied are you with New Westminster as a place to do business?

Average

3.9

3.8

3.9

4.0

3.9

3.6

27

3. Importance of and Satisfaction with Factors Influencing Location Decision

Slide

Importance of Factors – Summary (Total Sample) 29

Satisfaction with Factors – Summary (Total Sample) 30

Importance of Factors – Summary (Uptown Sample) 31

Satisfaction with Factors – Summary (Uptown Sample) 32

Importance of Factors – Summary (Downtown Sample) 33

Satisfaction with Factors – Summary (Downtown Sample) 34

Importance of Factors – Summary (East End Sample) 35

Satisfaction with Factors – Summary (East End Sample) 36

Importance of Factors – Summary (West End Sample) 37

Satisfaction with Factors – Summary (West End Sample) 38

Importance of Factors – Summary (Queensborough Sample) 39

Satisfaction with Factors – Summary (Queensborough Sample) 40

Continued…

28

3. Importance of and Satisfaction with Factors Influencing Location Decision (cont’d.)

Slide

Room to Expand 41

Land Costs or Commercial Rents 42

Adequate Parking 43

Served by Fibre Optic Cable 44

Close to Pool of Qualified Workforce 45

Close to Downtown Vancouver 46

Close to Customers 47

Close to Suppliers 48

Access to Public Transit/SkyTrain 49

Close to Major Highway 50

Close to Post Secondary Institutions 51

Overall Quality of Life 52

Access to Restaurants and Cafes 53

Local Affordable Housing 54

Ease of Working with Municipal Government 55

Importance of Factors Influencing Location Decision - Total

29

53%

41%

46%

46%

43%

30%

27%

25%

25%

25%

23%

13%

14%

14%

9%

16%

34%

26%

26%

26%

26%

27%

25%

25%

20%

20%

21%

19%

18%

13%

16%

17%

14%

11%

16%

22%

23%

22%

23%

24%

23%

29%

27%

24%

20%

6%

4

6%

7%

5

9%

11%

13%

9%

10%

11%

15%

13%

17%

17%

9%

5%

9%

10%

11%

14%

13%

16%

19%

21%

23%

22%

28%

28%

41%

Close to customers

Overall quality of life

Adequate parking

Access to public transit

Land costs or commercial rents

Ease of working with municipal govt.

Close to major highway

Room to Expand

Close to qualified workforce

Served by fibre optic technology

Local affordable housing

Access to restaurants and cafes

Close to suppliers

Close to downtown Vancouver

Close to post secondary institutions

5 Essential 4 3 2 1 Not at all important

The top five rated factors influencing the decision of New Westminster businesses of where to locate include proximity to customers, with adequate parking and access to public transit, the cost of renting or purchasing their premises, and the overall quality of life.

Of moderate importance, averaging over 3 out of 5, include the relationship with municipal government, proximity to the highway and to a qualified workforce, room to expand, access to fibre optic technology and provision of affordable housing.

Of less importance overall, averaging below 3 out of 5 are proximity to post secondary institutions, suppliers, downtown Vancouver, as well as access to amenities such as restaurants and cafes.

Base: Total (n=593)

Q.16) Next, please rate the importance of each of the following factors in your decision of where to locate your business.

Average

4.0

4.0

3.9

3.9

3.8

3.5

3.4

3.3

3.3

3.2

3.1

2.9

2.8

2.7

2.3

Satisfaction with Factors Influencing Location Decision - Total

30

Base: Total (n=593)

Q.17) And now, please state how satisfied you are with each of those factors in relation to your location in New Westminster

48%

31%

26%

30%

20%

21%

19%

18%

14%

24%

17%

18%

15%

14%

11%

31%

37%

43%

35%

32%

29%

27%

26%

27%

20%

22%

21%

23%

21%

18%

14%

25%

25%

25%

32%

32%

34%

39%

41%

25%

35%

38%

34%

38%

40%

4

4

4

7%

11%

9%

11%

10%

11%

16%

11%

12%

15%

14%

16%

2

3

2

3

5

9%

9%

8%

7%

15%

15%

12%

13%

14%

15%


Close to customers






Close to suppliers


Adequate parking



Room to expand




Average

4.2

3.9

3.9

3.8

3.5

3.4

3.4

3.4

3.3

3.2

3.2

3.2

3.1

3.1

2.9

The five factors rated for which satisfaction is highest, 3.5 or more out of 5, include access to public transit, proximity to their customers and a major highway, access to amenities such as restaurants and cafes, and the overall quality of life.

Factors whose satisfaction rating does not quite match their importance include adequate parking and the cost of renting or purchasing their premises.

Most other factors receive a moderate rating of satisfaction, averaging between 3.1 and 3.4 out of 5.

Least satisfaction, averaging below 3 out of 5, is expressed for local affordable housing.

Importance of Factors Influencing Location Decision - Uptown

31

42%

54%

44%

44%

43%

30%

27%

21%

22%

21%

15%

12%

12%

9%

8%

35%

13%

26%

25%

23%

22%

23%

23%

23%

22%

24%

29%

16%

18%

19%

18%

15%

14%

13%

18%

21%

22%

24%

25%

27%

28%

26%

27%

29%

21%

2

6%

8%

6%

4

12%

10%

18%

9%

9%

14%

13%

18%

11%

19%

5

11%

8%

12%

12%

16%

19%

15%

22%

22%

19%

21%

27%

33%

33%


Close to customers


Adequate parking




Room to Expand






Close to suppliers



The top five rated factors influencing the decision of Uptown businesses of where to locate include overall quality of life, proximity to customers, access to public transit, and the cost of renting or purchasing their premises.

Of moderate importance, averaging over 3 out of 5, include the relationship with municipal government, provision of fibre optic technology, room to expand, proximity to the highway and to a qualified workforce, access to amenities and affordable housing.

Of less importance overall, averaging below 3 out of 5 are proximity to downtown Vancouver, suppliers and post secondary institutions.

Base: Total Uptown (n=171)


Average

4.1

3.9

3.9

3.8

3.8

3.4

3.3

3.2

3.1

3.1

3.0

3.0

2.7

2.6

2.5

Satisfaction with Factors Influencing Location Decision - Uptown

32

Base: Total Uptown (n=171)


41%

36%

26%

23%

19%

15%

19%

19%

16%

16%

21%

21%

13%

13%

12%

33%

34%

42%

35%

35%

28%

25%

23%

24%

28%

19%

24%

22%

18%

21%

19%

22%

25%

33%

30%

41%

38%

40%

44%

37%

40%

23%

36%

37%

36%

4

4

4

8%

11%

12%

9%

9%

7%

11%

9%

14%

17%

14%

15%

2

3

2

3

5

4%

9%

9%

8%

8%

11%

18%

12%

18%

18%


Close to customers




Close to suppliers






Adequate parking

Room to expand




Average

4.0

4.0

3.9

3.7

3.5

3.4

3.4

3.3

3.3

3.3

3.3

3.2

3.1

3.0

2.9

The five factors rated highest for satisfaction by Uptown businesses, 3.5 or more out of 5, include access to public transit, proximity to their customers and a major highway, access to amenities, and the overall quality of life.



Least satisfaction, averaging below 3 out of 5, is expressed for land costs or commercial rents.

Importance of Factors Influencing Location Decision - Downtown

33

60%

41%

48%

52%

40%

30%

26%

25%

18%

28%

26%

17%

17%

16%

10%

23%

39%

29%

18%

28%

27%

28%

26%

30%

18%

17%

32%

20%

13%

13%

8%

15%

14%

20%

17%

22%

20%

21%

29%

20%

28%

23%

23%

24%

19%

4

4

6

8%

11%

11%

11%

13%

14%

9%

10%

18%

18%

17%

6

4

5

4

8%

11%

15%

16%

11%

20%

20%

19%

23%

30%

42%



Adequate parking

Close to customers



Room to Expand







Close to suppliers



Base: Total Downtown (n=142)


Average

4.3

4.1

4.1

4.1

3.9

3.5

3.4

3.3

3.3

3.2

3.2

3.2

2.9

2.7

2.3

The top five rated factors influencing the decision of Downtown businesses of where to locate include access to public transit, overall quality of life, adequate parking, proximity to customers, and the cost of renting or purchasing their premises.

Of moderate importance, averaging over 3 out of 5, include the relationship with municipal government, room to expand, proximity to the highway and to a qualified workforce, access to fibreoptic technology, amenities and local affordable housing.

Of less importance overall, averaging below 3 out of 5 are proximity to downtown Vancouver, suppliers and post secondary institutions.

Satisfaction with Factors Influencing Location Decision - Downtown

34

Base: Total Downtown (n=142)


70%

30%

25%

26%

21%

20%

25%

16%

20%

21%

16%

14%

17%

11%

17%

21%

37%

43%

30%

37%

34%

27%

24%

22%

18%

23%

26%

18%

18%

16%

6

29%

28%

33%

23%

28%

31%

42%

37%

38%

39%

33%

37%

38%

21%

2

2

4

6

14%

9%

9%

13%

13%

11%

15%

16%

14%

23%

21%

3

5

6

9%

9%

5

9%

12%

9%

11%

14%

11%

25%


Close to customers







Close to suppliers


Room to expand




Adequate parking


Average

4.6

3.9

3.9

3.7

3.5

3.5

3.5

3.3

3.3

3.3

3.2

3.2

3.1

3.0

2.8

The top four factors rated highest for satisfaction by Downtown businesses, 3.7 or more out of 5, include access to public transit, proximity to their customers and a major highway, and the overall quality of life.


Least satisfaction, averaging below 3 out of 5, is expressed for adequate parking, a factor that featured as one of the most important influencing factors.

Importance of Factors Influencing Location Decision – East End

35

50%

44%

38%

42%

41%

38%

23%

23%

23%

18%

13%

19%

9%

13%

6

16%

24%

29%

25%

26%

30%

29%

23%

20%

15%

20%

13%

11%

14%

5

15%

16%

20%

17%

16%

11%

25%

22%

20%

26%

29%

24%

28%

20%

20%

9%

6

8%

4

5

5

8%

10%

14%

13%

11%

14%

23%

14%

16%

11%

11%

7%

12%

13%

16%

14%

23%

23%

29%

27%

31%

29%

39%

53%

Close to customers

Adequate parking







Room to Expand


Close to suppliers






Base: Total East End (n=133)


Average

3.9

3.8

3.8

3.8

3.8

3.7

3.4

3.1

3.1

2.8

2.8

2.8

2.5

2.5

2.0

Among East End businesses six important factors influencing the decision of where to locate stand out and include proximity to customers, adequate parking, overall quality of life, the cost of renting or purchasing premises, proximity to the highway and access to public transit.

Of moderate importance, averaging over 3 out of 5, include the relationship with municipal government, proximity to a qualified workforce and room to expand.

The remaining factors are all rated as being of less importance overall, each averaging below 3 out of 5.

Satisfaction with Factors Influencing Location Decision – East End

36

Base: Total East End (n=133)


50%

49%

30%

30%

25%

19%

20%

17%

27%

21%

17%

16%

14%

15%

10%

32%

30%

39%

35%

29%

26%

24%

27%

16%

24%

18%

18%

22%

22%

16%

15%

14%

24%

26%

26%

42%

41%

37%

30%

31%

38%

41%

38%

29%

41%

2

5

4

6

11%

8%

11%

11%

17%

14%

14%

14%

13%

12%

14%

3

3

3

10%

5

5

8%

11%

10%

12%

11%

14%

22%

20%




Close to customers


Close to suppliers



Adequate parking


Room to expand






Average

4.3

4.2

3.9

3.8

3.5

3.5

3.4

3.4

3.3

3.3

3.1

3.1

3.1

3.0

2.8

Four of the six factors considered most important also appear in the top six factors with which East End businesses are satisfied, rated 3.5 or more out of 5, and include proximity to their customers and a major highway, access to public transit and the overall quality of life.



Least satisfaction, averaging below 3 out of 5, is expressed for local affordable housing.

Importance of Factors Influencing Location Decision – West End

37

52%

41%

45%

45%

46%

38%

30%

29%

32%

25%

19%

18%

8%

10%

12%

16%

32%

24%

27%

20%

23%

26%

29%

24%

27%

29%

26%

16%

20%

12%

16%

14%

17%

8%

14%

20%

23%

25%

18%

20%

17%

19%

42%

27%

19%

6

5

4

8%

10%

6%

12%

5

8%

8%

8%

12%

12%

21%

13%

11%

8%

11%

11%

10%

13%

10%

13%

18%

19%

27%

25%

23%

21%

44%

Close to customers




Adequate parking



Room to Expand




Close to suppliers





Base: Total West End (n=84)


Average

3.9

3.9

3.9

3.9

3.9

3.7

3.6

3.6

3.4

3.3

3.0

3.0

2.8

2.8

2.4

The top five rated factors influencing the decision of West End businesses of where to locate, each rated 3.9 out of 5 include proximity to customers, overall quality of life, access to public transit and adequate parking, and the cost of renting or purchasing their premises.

Of more moderate importance, averaging over 3 out of 5, include the relationship with municipal government, proximity to the highway, a qualified workforce and suppliers, room to expand and access to fibre optic technology and local affordable housing.

Of less importance overall, averaging below 3 out of 5 are access to amenities and proximity to downtown Vancouver and post secondary institutions.

Satisfaction with Factors Influencing Location Decision – West End

38

Base: Total West End (n=84)


44%

24%

18%

18%

21%

26%

18%

14%

16%

18%

17%

14%

12%

7%

8%

38%

44%

52%

45%

29%

23%

25%

30%

27%

29%

23%

27%

18%

21%

19%

14%

25%

24%

26%

36%

25%

39%

36%

37%

27%

38%

25%

44%

45%

44%

4

4

5

8%

8%

19%

8%

13%

7%

13%

8%

14%

12%

16%

17%

4

2

6

7%

10%

7%

13%

13%

14%

19%

14%

11%

12%


Close to customers




Adequate parking



Close to suppliers



Room to expand





Average

4.2

3.8

3.8

3.7

3.5

3.4

3.3

3.3

3.3

3.3

3.2

3.0

3.0

3.0

3.0

The five factors rated highest for satisfaction by West End businesses, 3.5 or more out of 5, include access to public transit, proximity to their customers and a major highway, ease of working with municipal government, and the overall quality of life.


Least satisfaction, averaging 3 out of 5, is expressed for room to expand, land costs or commercial rents, proximity to a qualified workforce and availability of local affordable housing.

Importance of Factors Influencing Location Decision – Queensborough

39

56%

44%

48%

51%

46%

38%

32%

30%

25%

33%

25%

21%

16%

18%

16%

24%

35%

30%

19%

32%

25%

30%

29%

32%

24%

25%

22%

18%

19%

16%

14%

14%

14%

19%

6

16%

21%

21%

29%

19%

27%

32%

30%

24%

16%

2

5

5

8%

3

13%

6%

11%

2

11%

11%

10%

16%

14%

18%

5

2

3

3

13%

8%

11%

10%

13%

13%

11%

16%

21%

25%

35%

Close to customers


Adequate parking





Room to Expand




Close to suppliers





Base: Total Queensborough (n=63)


Average

4.2

4.2

4.1

4.1

4.0

3.7

3.7

3.6

3.6

3.5

3.4

3.2

2.9

2.9

2.6

The top five rated factors influencing the decision of Queensborough businesses of where to locate include proximity to customers and a major highway, adequate parking, overall quality of life, and the cost of renting or purchasing their premises.

Of moderate importance, averaging over 3 out of 5, include access to public transit, the relationship with municipal government, room to expand, proximity to suppliers and a qualified workforce, access to fibre optic technology and local affordable housing.

Of less importance overall, averaging below 3 out of 5 are to access to amenities, proximity downtown Vancouver and post secondary institutions.

Satisfaction with Factors Influencing Location Decision – Queensborough

40

Base: Total Queensborough (n=63)


44%

33%

27%

25%

35%

18%

10%

21%

16%

18%

11%

14%

18%

8%

11%

35%

37%

40%

40%

21%

35%

44%

29%

27%

32%

30%

30%

19%

22%

22%

14%

19%

25%

21%

29%

32%

32%

35%

35%

24%

35%

29%

38%

48%

41%

6

6

6

11%

8%

10%

10%

3

11%

10%

13%

11%

11%

16%

10%

5

2

3

8%

6

5

13%

11%

18%

11%

16%

14%

6

16%


Close to customers



Adequate parking



Close to suppliers


Room to expand







Average

4.2

3.9

3.8

3.7

3.7

3.5

3.4

3.4

3.3

3.2

3.2

3.2

3.1

3.1

3.0

The five factors rated highest for satisfaction by Queensboroughbusinesses, 3.7 or more out of 5, include proximity to their customers and a major highway, access to public transit, adequate parking, and the overall quality of life.

All other factors receive a more moderate rating of satisfaction, averaging between 3.0 and 3.5 out of 5.

Importance and Satisfaction: Room to Expand

41

25%

21%

26%

23%

29%

30%

25%

23%

28%

20%

29%

29%

22%

24%

20%

20%

25%

21%

13%

18%

11%

14%

5

11%

16%

15%

15%

23%

13%

10%

Total (n=593)

Uptown (n=171)

Downtown (n=142)

East End (n=133)

West End (n=84)



Half of all businesses (50%) rate this factor as important or essential (4 or 5 on a five point scale).

On average, importance is highest amongst those businesses in Queensborough, West End and Downtown.

It is also of somewhat more concern to those operating in retail (3.5) and the tourism and hospitality (3.6) compared with other sectors.

More than one-third of all businesses rate their satisfaction 4 or 5 out of 5 (38%), with an average satisfaction rating of 3.1.

This level of satisfaction is consistent by area and industry sector.

The average satisfaction score among those that rated the importance of this factor 4 or 5 out of five is 3.3.

Base: Total

Q.16a) Next, please rate the importance of each of the following factors in your decision of where to locate your business.

Q.17a) And now, please state how satisfied you are with each of those factors in relation to your location in New Westminster

Room to expand

Average

3.3

3.2

3.4

3.1

3.6

3.6

15%

13%

16%

17%

14%

18%

23%

22%

23%

18%

27%

32%

34%

36%

39%

38%

25%

24%

15%

17%

15%

14%

14%

10%

13%

12%

9%

12%

19%

18%

Total (n=593)

Uptown (n=171)

Downtown (n=142)

East End (n=133)

West End (n=84)



3.1

3.1

3.2

3.1

3.0

3.2

Importance

Satisfaction

Importance and Satisfaction: Land Costs or Commercial Rents

42

43%

43%

40%

42%

45%

46%

26%

23%

28%

25%

24%

32%

16%

18%

17%

17%

17%

6%

5

4

8%

4

4

3

11%

12%

8%

12%

11%

13%

Total (n=593)

Uptown (n=171)

Downtown (n=142)

East End (n=133)

West End (n=84)



Base: Total




Average

3.8

3.8

3.9

3.8

3.9

4.0

14%

12%

14%

16%

12%

18%

21%

21%

26%

18%

18%

19%

38%

36%

33%

41%

44%

38%

14%

15%

16%

14%

12%

11%

14%

18%

11%

11%

14%

14%

Total (n=593)

Uptown (n=171)

Downtown (n=142)

East End (n=133)

West End (n=84)



3.1

2.9

3.2

3.1

3.0

3.1

Importance

Satisfaction

Two-thirds of all businesses (69%) rate this factor as important or essential (4 or 5 on a five point scale).

Importance is consistent by area, though it is of somewhat more concern to those operating in retail (4.1) and tourism and hospitality (4.2) compared with other sectors.

One-third of all businesses rate their satisfaction 4 or 5 out of 5 (35%), with an average satisfaction rating of 3.1.



Importance and Satisfaction: Adequate Parking

43

46%

44%

48%

44%

46%

48%

26%

25%

29%

24%

20%

30%

14%

13%

14%

16%

14%

14%

6%

6%

4

6%

10%

5

9%

12%

5

11%

10%

3

Total (n=593)

Uptown (n=171)

Downtown (n=142)

East End (n=133)

West End (n=84)



Base: Total



Adequate parking

Average

3.9

3.8

4.1

3.8

3.9

4.1

24%

21%

17%

27%

26%

35%

20%

24%

16%

16%

23%

21%

25%

23%

21%

30%

25%

29%

16%

14%

21%

17%

19%

8%

15%

18%

25%

11%

7%

8%

Total (n=593)

Uptown (n=171)

Downtown (n=142)

East End (n=133)

West End (n=84)



3.2

3.2

2.8

3.3

3.4

3.7

Importance

Satisfaction

Almost three-quarters of all businesses (72%) rate this factor as important or essential (4 or 5 on a five point scale).

This level of importance is consistent by area, though somewhat more important to those operating in retail (4.3) and tourism and hospitality (4.2) compared with other sectors.

Less than half of all businesses (44%) rate their satisfaction 4 or 5 out of 5, with an average satisfaction rating of 3.2.

Those in Queensborough are somewhat more satisfied than other areas with regards to parking, while those Downtown are least satisfied.


Importance and Satisfaction: Served By Fibre Optic Technology

44

25%

27%

26%

19%

25%

25%

20%

23%

17%

13%

27%

25%

24%

22%

28%

24%

20%

27%

10%

9%

9%

14%

8%

11%

21%

19%

20%

31%

19%

11%

Total (n=593)

Uptown (n=171)

Downtown (n=142)

East End (n=133)

West End (n=84)



Base: Total




Average

3.2

3.3

3.2

2.8

3.3

3.4

17%

19%

17%

15%

17%

14%

22%

23%

18%

22%

23%

30%

35%

40%

37%

29%

38%

29%

11%

9%

14%

12%

8%

11%

15%

9%

14%

22%

14%

16%

Total (n=593)

Uptown (n=171)

Downtown (n=142)

East End (n=133)

West End (n=84)



3.2

3.3

3.1

3.0

3.2

3.2

Importance

Satisfaction

Overall, just under half of all businesses (45%) rate this factor as important or essential (4 or 5 on a five point scale).

This level of importance is generally consistent by area, though somewhat less so amongst businesses located in the East End.

It is also consistent amongst the various industry sectors, with those in manufacturing somewhat less likely on average to rate it as important (2.6).

Almost four-in-ten businesses rate their satisfaction 4 or 5 out of 5 (39%), with an average satisfaction rating of 3.2.

This level of satisfaction is generally consistent by area and industry sector, with just professionals (3.5) and those involved with health, education and social services somewhat more satisfied on average (3.5).


Importance and Satisfaction: Close to Pool of Qualified Workforce

45

25%

22%

25%

23%

32%

25%

25%

23%

26%

23%

24%

32%

23%

25%

21%

22%

18%

29%

9%

9%

11%

10%

8%

2

19%

22%

16%

23%

18%

13%

Total (n=593)

Uptown (n=171)

Downtown (n=142)

East End (n=133)

West End (n=84)



Base: Total



Close to a pool of qualified workforce

Average

3.3

3.1

3.3

3.1

3.4

3.6

14%

16%

16%

17%

7%

10%

27%

24%

24%

27%

21%

44%

41%

44%

42%

37%

45%

32%

11%

7%

13%

11%

16%

10%

7%

8%

5

8%

11%

5

Total (n=593)

Uptown (n=171)

Downtown (n=142)

East End (n=133)

West End (n=84)



3.3

3.3

3.3

3.4

3.0

3.4

Importance

Satisfaction

Half of all businesses (50%) rate this factor as important or essential (4 or 5 on a five point scale).

On average, importance is highest amongst those located in Queensborough.

It is also somewhat more important to those operating in manufacturing (3.7) and tourism and hospitality (3.8) compared with other sectors.

More than four-in-ten businesses rate their satisfaction 4 or 5 out of 5 (41%), with an average satisfaction rating of 3.3.

This level of satisfaction is consistent by industry sector and among all areas except the West End where it is somewhat lower.


Importance and Satisfaction: Close to Downtown Vancouver

46

14%

12%

17%

13%

10%

18%

18%

16%

20%

14%

20%

19%

24%

27%

23%

20%

27%

24%

17%

18%

18%

14%

21%

14%

28%

27%

23%

39%

21%

25%

Total (n=593)

Uptown (n=171)

Downtown (n=142)

East End (n=133)

West End (n=84)



Base: Total




Average

2.7

2.7

2.9

2.5

2.8

2.9

19%

16%

25%

21%

18%

11%

27%

28%

27%

24%

25%

30%

34%

37%

31%

31%

39%

35%

11%

11%

9%

14%

8%

13%

9%

8%

9%

10%

10%

11%

Total (n=593)

Uptown (n=171)

Downtown (n=142)

East End (n=133)

West End (n=84)



3.4

3.3

3.5

3.3

3.3

3.2

Importance

Satisfaction

Less than one-third of all businesses (32%) rate this factor as important or essential (4 or 5 on a five point scale).

On average, importance is generally consistent by area and industry sector.




Importance and Satisfaction: Close to Customers

47

53%

54%

52%

50%

52%

56%

16%

13%

18%

16%

16%

24%

16%

15%

20%

15%

16%

14%

6%

6%

6%

9%

6%

2

9%

11%

4

11%

11%

5

Total (n=593)

Uptown (n=171)

Downtown (n=142)

East End (n=133)

West End (n=84)



Base: Total



Close to customers

Average

4.0

3.9

4.1

3.9

3.9

4.2

31%

36%

30%

30%

24%

33%

37%

34%

37%

35%

44%

37%

25%

22%

29%

26%

25%

19%

4

5

2

6%

4

6%

3

3

3

3

4

5

Total (n=593)

Uptown (n=171)

Downtown (n=142)

East End (n=133)

West End (n=84)



3.9

4.0

3.9

3.8

3.8

3.9

Importance

Satisfaction

More than two-thirds of all businesses (69%) rate this factor as important or essential (4 or 5 on a five point scale).

This level of importance is consistent by area, though of somewhat more importance to those operating in retail (3.4), tourism and hospitality (4.6), and health, education and social services (4.2) compared with other sectors.

About two-thirds of all businesses rate their satisfaction 4 or 5 out of 5 (68%), with an average satisfaction rating of 3.9.

This level of satisfaction is consistent by area and industry sector, though somewhat higher among those in the tourism and hospitality sector (4.3).


Importance and Satisfaction: Close to Suppliers

48

14%

9%

16%

13%

18%

21%

19%

18%

13%

20%

26%

22%

27%

29%

24%

29%

19%

32%

13%

11%

18%

11%

12%

10%

28%

33%

30%

27%

25%

16%

Total (n=593)

Uptown (n=171)

Downtown (n=142)

East End (n=133)

West End (n=84)



Base: Total



Close to Suppliers

Average

2.8

2.6

2.7

2.8

3.0

3.2

18%

15%

20%

19%

16%

21%

26%

28%

22%

26%

27%

29%

39%

41%

37%

42%

37%

35%

10%

12%

13%

8%

7%

3

8%

4

9%

5

13%

13%

Total (n=593)

Uptown (n=171)

Downtown (n=142)

East End (n=133)

West End (n=84)



3.4

3.4

3.3

3.5

3.3

3.4

Importance

Satisfaction

One-third of all businesses (33%) rate this factor as important or essential (4 or 5 on a five point scale).

On average, importance is highest amongst those located in Queensborough.

It is also somewhat more important to those operating in construction (3.4) and manufacturing (3.8) compared with other sectors.




Importance and Satisfaction: Access to Public Transit/ SkyTrain

49

46%

44%

60%

38%

45%

38%

26%

26%

23%

30%

27%

25%

11%

14%

8%

11%

8%

16%

7%

8%

4

5

8%

13%

10%

8%

6%

16%

11%

8%

Total (n=593)

Uptown (n=171)

Downtown (n=142)

East End (n=133)

West End (n=84)



Base: Total



Access to public transit/ SkyTrain

Average

3.9

3.9

4.3

3.7

3.9

3.7

48%

41%

70%

49%

44%

25%

31%

33%

21%

30%

38%

40%

14%

19%

6%

14%

14%

21%

4

4

2

5

4

11%

2

4

3

3

Total (n=593)

Uptown (n=171)

Downtown (n=142)

East End (n=133)

West End (n=84)



4.2

4.0

4.6

4.2

4.2

3.7

Importance

Satisfaction

Almost three-quarters (72%) of all businesses rate this factor as important or essential (4 or 5 on a five point scale).

On average, importance is highest amongst those located Downtown.

It is also somewhat more important to those operating in retail (4.1), tourism and hospitality (4.1), health, education and social services (4.3), and insurance, finance and real estate (4.3) compared with other sectors.

More than three-quarters of all businesses rate their satisfaction 4 or 5 out of 5 (79%), with an average satisfaction rating of 4.2.

This level of satisfaction is highest amongst those located downtown, but otherwise largely consistent by area and industry sector.


Importance and Satisfaction: Close to Major Highway

50

27%

12%

18%

41%

30%

51%

27%

29%

30%

26%

26%

19%

23%

26%

29%

16%

23%

19%

11%

13%

13%

5

12%

8%

13%

21%

11%

13%

10%

3

Total (n=593)

Uptown (n=171)

Downtown (n=142)

East End (n=133)

West End (n=84)



Base: Total




Average

3.4

3.0

3.3

3.8

3.6

4.1

30%

19%

26%

50%

18%

44%

35%

35%

30%

32%

45%

35%

25%

30%

33%

15%

26%

14%

7%

11%

6%

2

8%

6%

3

5

5

2

Total (n=593)

Uptown (n=171)

Downtown (n=142)

East End (n=133)

West End (n=84)



3.8

3.5

3.7

4.3

3.7

4.2

Importance

Satisfaction

More than half of all businesses (54%) rate this factor as important or essential (4 or 5 on a five point scale).

On average, importance is highest amongst those in Queensborough, and the East End.

It is also somewhat more important to those in professional occupations (3.8), or operating in manufacturing (3.9) or construction (3.9) compared with other sectors.

Two-thirds of all businesses rate their satisfaction 4 or 5 out of 5 (65%), with an average satisfaction rating of 38.

Satisfaction is highest among those located in Queensborogh (4.2) and the East End (4.3), but otherwise consistent by industry sector.


Importance and Satisfaction: Close to Post Secondary Institutions

51

9%

8%

10%

6%

12%

16%

13%

19%

13%

5

12%

16%

20%

21%

19%

20%

19%

16%

17%

19%

17%

16%

13%

18%

41%

33%

42%

53%

44%

35%

Total (n=593)

Uptown (n=171)

Downtown (n=142)

East End (n=133)

West End (n=84)



Base: Total




Average

2.3

2.5

2.3

2.0

2.4

2.6

18%

21%

21%

14%

18%

8%

21%

19%

18%

22%

29%

22%

38%

40%

38%

38%

27%

48%

12%

9%

11%

13%

13%

16%

12%

11%

12%

14%

13%

6%

Total (n=593)

Uptown (n=171)

Downtown (n=142)

East End (n=133)

West End (n=84)



3.2

3.3

3.3

3.1

3.3

3.1

Importance

Satisfaction

About one-in-five businesses (22%) rate this factor as important or essential (4 or 5 on a five point scale).

On average, importance is consistent by area but somewhat higher amongst those operating in retail (2.5), health, education and social services (2.5), and tourism and hospitality (2.8) compared with other sectors.

About four-in-ten businesses rate their satisfaction 4 or 5 out of 5 (39%), with an average satisfaction rating of 3.2.



Importance and Satisfaction: Overall Quality of Life

52

41%

42%

41%

38%

41%

44%

34%

35%

39%

29%

32%

35%

17%

18%

15%

20%

14%

14%

4

2

8%

5

5

5

5

4

7%

8%

2

Total (n=593)

Uptown (n=171)

Downtown (n=142)

East End (n=133)

West End (n=84)



Base: Total




Average

4.0

4.1

4.1

3.8

3.9

4.2

26%

26%

25%

30%

18%

27%

43%

42%

43%

39%

52%

40%

25%

25%

28%

24%

24%

25%

4

4

4

4

5

6%

2

3

3

2

Total (n=593)

Uptown (n=171)

Downtown (n=142)

East End (n=133)

West End (n=84)



3.9

3.9

3.9

3.9

3.8

3.8

Importance

Satisfaction

Three-quarters of all businesses (75%) rate this factor as important or essential (4 or 5 on a five point scale).


Two-thirds of all businesses rate their satisfaction 4 or 5 out of 5 (68%), with an average satisfaction rating of 3.9.



Importance and Satisfaction: Access to Restaurants and Cafes

53

13%

15%

17%

9%

8%

16%

21%

24%

32%

11%

16%

18%

29%

28%

23%

28%

42%

30%

15%

14%

10%

23%

12%

16%

22%

19%

19%

29%

23%

21%

Total (n=593)

Uptown (n=171)

Downtown (n=142)

East End (n=133)

West End (n=84)



Base: Total




Average

2.9

3.0

3.2

2.5

2.8

2.9

20%

23%

21%

20%

14%

18%

32%

35%

37%

24%

30%

35%

32%

33%

23%

41%

36%

32%

11%

8%

14%

11%

13%

10%

5

2

6%

5%

7%

6%

Total (n=593)

Uptown (n=171)

Downtown (n=142)

East End (n=133)

West End (n=84)



3.5

3.7

3.5

3.4

3.3

3.5

Importance

Satisfaction

One-third of all businesses (34%) rate this factor as important or essential (4 or 5 on a five point scale).

On average, this factor is of least importance to those in the East End and West End of the city.

Those businesses operating in insurance, finance and real estate (3.3) and the tourism and hospitality sectors (3.6) are somewhat more likely to rate this factor as important compared with other sectors.

More than half of all businesses rate their satisfaction 4 or 5 out of 5 (52%), with an average satisfaction rating of 3.5.



Importance and Satisfaction: Local Affordable Housing

54

23%

21%

28%

18%

19%

33%

20%

22%

18%

15%

29%

24%

23%

27%

20%

26%

17%

19%

11%

9%

14%

13%

8%

11%

23%

22%

20%

29%

27%

13%

Total (n=593)

Uptown (n=171)

Downtown (n=142)

East End (n=133)

West End (n=84)



Base: Total




Average

3.1

3.1

3.2

2.8

3.0

3.5

11%

13%

11%

10%

8%

11%

18%

18%

18%

16%

19%

22%

40%

37%

38%

41%

44%

41%

16%

14%

23%

14%

17%

10%

15%

18%

11%

20%

12%

16%

Total (n=593)

Uptown (n=171)

Downtown (n=142)

East End (n=133)

West End (n=84)



2.9

3.0

3.0

2.8

3.0

3.0

Importance

Satisfaction

More than four-in-ten businesses (44%) rate this factor as important or essential (4 or 5 on a five point scale).

On average, importance is highest amongst those in Queensborough(3.5), but otherwise consistent amongst the various industry sectors and areas.

Almost one-third of all businesses rate their satisfaction 4 or 5 out of 5 (29%), compared with a similar proportion that is dissatisfied (31% rate their satisfaction 1 or 2 out of 5).



Importance and Satisfaction: Ease of Working With Municipal Government

55

30%

30%

30%

23%

38%

32%

26%

22%

27%

29%

23%

30%

22%

21%

22%

25%

20%

21%

9%

12%

11%

8%

6%

6%

14%

16%

11%

14%

13%

11%

Total (n=593)

Uptown (n=171)

Downtown (n=142)

East End (n=133)

West End (n=84)



Base: Total



Ease of working with municipal government

Average

3.5

3.4

3.5

3.4

3.7

3.7

21%

19%

20%

25%

21%

16%

29%

25%

34%

29%

29%

27%

32%

38%

28%

26%

36%

35%

9%

9%

9%

11%

8%

11%

9%

9%

9%

10%

6%

11%

Total (n=593)

Uptown (n=171)

Downtown (n=142)

East End (n=133)

West End (n=84)



3.4

3.4

3.5

3.5

3.5

3.3

Importance

Satisfaction

More than half of all businesses (55%) rate this factor as important or essential (4 or 5 on a five point scale).


Half of all businesses (50%) rate their satisfaction 4 or 5 out of 5, with an average satisfaction rating of 3.4.



56

4. Contact With The City of New Westminster

Slide

Last Contact with The City of New Westminster 57

Services Used During Last Contact with The City 58

Satisfaction with Contact 59

Reasons for Level of Satisfaction with The City 60

Last Contact with The City Of New Westminster

57

78%

78%

80%

80%

77%

75%

6

6

7

8

4

6

5

5

4

5

7

5

3

3

3

7

3

7

8

9

4

5

11%

Total (n=593)

Uptown (n=171)

Downtown (n=142)

East End (n=133)

West End (n=84)


Within the last year Within the last 2 years

Within the last 5 years Over 5 years

Don’t recall

More than three-quarters of all businesses (78%) recall having contact with The City for one reason or another within the past year.

Base: Total

Q.18a) When was your last contact with The City of New Westminster?

Services Used During Last Contact with The City

58

Among those who recall it, the most common reason for contacting The City was related to business licensing.

Other reasons of note include those related to utilities, planning, building and parking.

Total(552)

%

Area

Uptown(158)

%

Downtown(130)

%

East End(128)

%

West End(80)%

Queens-borough

(56)%

Business Licensing 46 48 46 47 41 46

Utilities 18 19 20 13 13 25

Planning 14 15 13 10 20 13

Building 9 10 9 9 11 7

Parking 9 7 11 6 11 11

Permits 3 3 1 2 5 7

Engineering 3 1 5 2 3 2

Property Tax 2 4 2 2 - 4

By-Law Enforcement 2 1 - 5 5 -

Grants 2 1 5 1 3 -

Fire Inspection 2 1 - 6 1 -

Traffic / Road Issues 1 1 1 2 1 2

Miscellaneous 12 6 15 20 10 9

Don’t know <1 2 2 - - 4

Base: Total recall last contact with The City of New Westminster

Q.18b) Which services did you use during your last contact with The City?

Satisfaction with Contact

59

46%

44%

55%

44%

41%

39%

24%

22%

19%

27%

28%

27%

14%

15%

12%

15%

16%

5

8%

10%

8%

6

5

16%

9%

9%

5

9%

10%

13%

Total (n=552)

Uptown (n=158)

Downtown (n=130)

East End (n=128)

West End (n=80)



Overall, the majority of those that recall their last contact with The City were satisfied (70% rating 4 or 5 out of 5), with almost half that were completely satisfied (46%).

On average, those located in the Downtown area were the most satisfied and those in the Queensborough area were least satisfied.

Dissatisfaction is highest amongst those contacting The City regarding parking issues.

Base: Total recall last contact with The City of New Westminster

Q.19a) Overall, how satisfied were you with your contact with The City?

Average

3.9

3.8

4.1

3.9

3.9

3.6

Reasons for Level of Satisfaction with The City

60

Satisfaction with The City was largely the result of the service provided by City staff and the straightforward and efficient processes put in place by The City.

Respondents are also more likely to be satisfied if The City was able to resolve an issue they might have been having at the time.

Positive experiences are noted particularly by those dealing with business licensing and utilities.

Dissatisfaction is most likely to be expressed as a result of being frustrated at the outcome of their interaction with The City, if response times are slow or the service is deemed poor or unhelpful.

Negative comments regarding satisfaction are particularly noted by those dealing with issues related to planning, building and parking.

Total(552)

%

Area

Uptown(158)

%

Downtown(130)

%

East End(128)

%

West End(80)%

Queens-borough

(56)%

Net Positive 69 68 72 72 61 64

Friendly/ helpful staff/ good service 35 36 43 32 34 23

Straightforward/ efficient process (i.e. business license renewal, payments)

21 24 18 23 16 20

Resolved issue/ concern to my satisfaction 15 13 14 16 15 21

Timely response to my enquiry/ concern 14 17 14 11 14 13

No issues 7 5 6 13 3 11

Accessible/ able to contact the appropriate department (person)

5 5 9 3 3 2

Able to process requests online/ by mail/ by phone

4 4 2 6 1 5

Net Negative 32 34 25 27 41 36

Not satisfied with response/ outcome 11 14 7 8 13 16

Slow response time to enquiry/ concerns 11 11 9 12 13 5

Not helpful/ poor service 9 9 5 6 16 16

Not business friendly/ too bureaucratic 7 7 8 4 6 11

Not accessible/ not able to contact the appropriate department (person)

4 4 6 2 8 4

Financial concerns (i.e. high taxes, fees) 3 2 2 2 6 4

Unable to speak directly to anyone/ no phone contact, online or mail only

<1 - 1 - - -

No reason in particular 5 4 6 6 5 2

Base: Total recall last contact with The City of New WestminsterQ.19b) Why is that

61

5. Satisfaction with City ServicesSlide

Satisfaction with Services - Summary 62

- City Planning and Development 63

- Municipal Hall Front Counter Services 64

- Building & Land Development Requirements & Permitting Services 65

- Access to Municipal Information Via Website 66

- Municipal Regulations 67

- Business Licensing & Processing Fees 68

- Municipal Tax Rates 69

- Infrastructure (e.g. roads, sidewalks, public safety) 70

- Value for Your Tax Dollar 71

- Customer Service when Dealing Directly with The City 72

Comments Regarding Satisfaction with Services Provided by The City 73

Actions The City Should Make a Priority to Attract/Retain Businesses 74

Preferred Method of Communication from The City 75

Additional Comments 76

Satisfaction with City Services

62

32%

33%

30%

20%

10%

12%

9%

8%

15%

9%

29%

27%

33%

29%

24%

22%

18%

26%

26%

16%

15%

22%

18%

22%

25%

26%

23%

30%

25%

29%

2

5

4

4

8%

12%

5

13%

17%

12%

2

4

5

2

5

7%

6%

9%

13%

11%

21%

9%

11%

23%

29%

21%

40%

15%

5

24%

Municipal Hall Front Counter

Business License & Processing Fees

Customer Service when dealing with The City

Access to Municipal Info. via Website

Municipal Regulations

City Planning & Development

Building & Land Dev. Permitting Services

Value for your Tax Dollar

Infrastructure

Municipal Tax Rates

5 Completely satisfied 4 3 2 1 Not at all satisfied N/A

Asked to rate their satisfaction with specific City services respondents are, on average, most satisfied with their contact with front counter services, business licensing, the overall customer service they receive when dealing with The City, and the access to municipal information via the website.

Satisfaction levels are generally similar for most other services, averaging between 3.0 and 3.4 out of 5.

Services receiving proportionally higher levels of dissatisfaction include value for tax dollar (22% rating either 1 or 2 out of 5), municipal tax rates (23% rating either 1 or 2 out of 5), and city infrastructure (30% rating either 1 or 2 out of 5).

Base: Total (n=593)

Q.20a) Thinking generally about the services provided by The City, please state how satisfied you are with The City in terms of each of the following:

Average

4.1

3.9

3.9

3.8

3.4

3.3

3.3

3.2

3.1

3.0

City Planning and Development

63

12%

15%

13%

8%

11%

11%

22%

19%

28%

20%

27%

16%

26%

32%

24%

22%

29%

19%

12%

10%

10%

11%

8%

24%

7%

5

5

11%

8%

11%

21%

19%

20%

29%

17%

19%

Total (n=593)

Uptown (n=171)

Downtown (n=142)

East End (n=133)

West End (n=84)



Base: Total

Q.20a) Thinking generally about the services provided by The City, please state how satisfied you are with The City in terms of each of the following:

City planning and development

Average

3.3

3.4

3.4

3.0

3.3

2.9

One-third of all businesses (34%) rate their satisfaction with New Westminster’s City Planning and Development 4 or 5 on a five point scale, compared with almost one-in-five that rate it 1 or 2 (19%).

Based on those answering (i.e. excluding “Not Applicable”), the average level of satisfaction with this service is 3.3 out of 5.

Overall, average satisfaction does not vary significantly by area, but in terms of industry sector, professionals (3.6), those in the health, education and social services (3.7), and tourism and hospitality (3.7) express a somewhat higher level of satisfaction than other sectors.

Municipal Hall Front Counter Services

64

32%

33%

27%

32%

39%

27%

29%

28%

28%

29%

29%

30%

15%

17%

16%

14%

16%

10%

2

2

1

2

5

2

1

3

1

1

6

21%

19%

25%

22%

16%

22%

Total (n=593)

Uptown (n=171)

Downtown (n=142)

East End (n=133)

West End (n=84)



Base: Total

Q.20b) Thinking generally about the services provided by The City, please state how satisfied you are with The City in terms of each of the following:

Municipal Hall front counter services (department receptions, business licensing, finance courier etc.)

Average

4.1

4.1

4.0

4.2

4.2

3.9

Six-in-ten businesses (61%) rate their satisfaction with New Westminster’s Municipal Hall front counter services 4 or 5 on a five point scale, compared with just 4% that rate it 1 or 2.


In general, average satisfaction does not vary significantly by area or industry sector.

Building and Land Development Requirements and Permitting Services

65

9%

7%

11%

9%

8%

11%

18%

14%

20%

18%

21%

16%

23%

29%

22%

17%

25%

19%

5

4

4

5

7%

8%

6

6

5

4

7%

11%

40%

40%

39%

47%

31%

35%

Total (n=593)

Uptown (n=171)

Downtown (n=142)

East End (n=133)

West End (n=84)



Base: Total

Q.20c) Thinking generally about the services provided by The City, please state how satisfied you are with The City in terms of each of the following:

Building and land development requirements and permitting services

Average

3.3

3.2

3.5

3.4

3.2

3.1

Just over one-quarter of all businesses (27%) rate their satisfaction with New Westminster’s Building and Land Development requirements and permitting services 4 or 5 on a five point scale, compared with about one-in-ten that rate it 1 or 2 (11%).



Access to Municipal Information Via Website

66

20%

18%

22%

15%

25%

22%

29%

35%

27%

26%

30%

27%

22%

20%

23%

25%

20%

19%

4

4

2

5

4

8

2

2

1

2

4

6

23%

22%

25%

27%

18%

18%

Total (n=593)

Uptown (n=171)

Downtown (n=142)

East End (n=133)

West End (n=84)



Base: Total

Q.20d) Thinking generally about the services provided by The City, please state how satisfied you are with The City in terms of each of the following:

Access to municipal information via the website

Average

3.8

3.8

3.9

3.7

3.8

3.6

About half of all businesses (49%) rate their satisfaction with access to municipal information via New Westminster’s website 4 or 5 on a five point scale, compared with about just 7% that rate it 1 or 2.



Municipal Regulations

67

10%

10%

9%

11%

10%

13%

24%

25%

21%

23%

29%

25%

25%

27%

21%

25%

27%

21%

8%

9%

11%

5

8%

5

5

4

4

5

5

10%

29%

25%

35%

32%

21%

27%

Total (n=593)

Uptown (n=171)

Downtown (n=142)

East End (n=133)

West End (n=84)



Base: Total

Q.20e) Thinking generally about the services provided by The City, please state how satisfied you are with The City in terms of each of the following:

Municipal regulations

Average

3.4

3.4

3.3

3.5

3.4

3.4

One-third of all businesses (34%) rate their satisfaction with New Westminster’s municipal regulations 4 or 5 on a five point scale, compared with 13% that rate it 1 or 2.



Business Licensing and Processing Fees

68

33%

37%

28%

37%

30%

33%

27%

26%

30%

23%

35%

24%

22%

25%

20%

24%

19%

19%

5

4

6

5

6

5

4

3

4

4

2

5

9%

5

11%

8%

8%

14%

Total (n=593)

Uptown (n=171)

Downtown (n=142)

East End (n=133)

West End (n=84)



Base: Total

Q.20f) Thinking generally about the services provided by The City, please state how satisfied you are with The City in terms of each of the following:

Business licensing and processing fees

Average

3.9

4.0

3.8

3.9

3.9

3.9

Six-in-ten businesses (60%) rate their satisfaction with New Westminster’s business licensing and processing fees 4 or 5 on a five point scale, compared with fewer than one-in-ten that rate it 1 or 2 (9%).



Municipal Tax Rates

69

9%

7%

9%

11%

6%

11%

16%

16%

17%

14%

20%

11%

29%

30%

29%

30%

27%

21%

12%

11%

11%

10%

17%

18%

11%

12%

9%

11%

11%

18%

24%

24%

26%

25%

19%

22%

Total (n=593)

Uptown (n=171)

Downtown (n=142)

East End (n=133)

West End (n=84)



Base: Total

Q.20g) Thinking generally about the services provided by The City, please state how satisfied you are with The City in terms of each of the following:

Municipal tax rates

Average

3.0

2.9

3.1

3.1

2.9

2.8

One-quarter of all businesses (24%) rate their satisfaction with New Westminster’s municipal tax rates 4 or 5 on a five point scale, compared with a similar proportion that rate it 1 or 2 (23%).



Infrastructure (e.g. roads, sidewalks, public safety)

70

15%

13%

14%

19%

13%

16%

26%

26%

28%

25%

26%

21%

25%

30%

30%

21%

23%

16%

17%

15%

14%

17%

19%

21%

13%

11%

9%

15%

12%

21%

5

5

6

3

7

6

Total (n=593)

Uptown (n=171)

Downtown (n=142)

East End (n=133)

West End (n=84)



Base: Total

Q.20h) Thinking generally about the services provided by The City, please state how satisfied you are with The City in terms of each of the following:

Infrastructure (such as roads, sidewalks, public safety etc.)

Average

3.1

3.2

3.3

3.2

3.1

2.9

Four-in-ten businesses (41%) rate their satisfaction with New Westminster’s infrastructure, including roads, sidewalks and public safety 4 or 5 on a five point scale, compared with one-third that rate it 1 or 2 (29%).



Value for Your Tax Dollar

71

8%

8%

9%

8%

8%

10%

26%

21%

31%

26%

26%

27%

30%

33%

29%

30%

29%

25%

13%

16%

10%

12%

16%

8%

9%

8%

8%

9%

6%

16%

15%

15%

13%

15%

16%

14%

Total (n=593)

Uptown (n=171)

Downtown (n=142)

East End (n=133)

West End (n=84)



Base: Total

Q.20i) Thinking generally about the services provided by The City, please state how satisfied you are with The City in terms of each of the following:

Value for your tax dollar

Average

3.2

3.1

3.3

3.1

3.2

3.1

One-third of all businesses (34%) rate their satisfaction with New Westminster for the value received for their tax dollar as 4 or 5 on a five point scale, compared with one-in-five that rate it 1 or 2 (21%).



Customer Service When Dealing Directly with The City

72

30%

28%

28%

31%

36%

25%

33%

34%

32%

33%

27%

41%

18%

18%

17%

20%

20%

11%

4

4

6%

2

4

2

5

4

4

4

5

11%

11%

13%

13%

11%

8%

10%

Total (n=593)

Uptown (n=171)

Downtown (n=142)

East End (n=133)

West End (n=84)



Base: Total

Q.20j) Thinking generally about the services provided by The City, please state how satisfied you are with The City in terms of each of the following:

Customer service when dealing directly with The City

Average

3.9

3.9

3.9

4.0

3.9

3.8

Almost two-thirds of all businesses (63%) rate their satisfaction with customer service when dealing directly with The City as 4 or 5 on a five point scale, compared with fewer than one-in-ten that rate it 1 or 2 (8%).



Comments Regarding Satisfaction with Service Provided by The City

73

Asked for any further comment regarding satisfaction with City services the majority (72%) had nothing further to add.

Among those that did respond, comments varied widely including 7% overall that provided a positive comment, commending the staff and The City in general for customer service and overall running of the city.

About one-in-five expressed some form of concern including various issues such as those regarding zoning and new construction within the city, infrastructure and maintenance concerns such as traffic and bridge repair issues, signage, sidewalks and general up-keep.

Others expressed a concern there was a lack of support for businesses, taxes were too high or response times could be improved.

Total(593)

%

Area

Uptown(171)

%

Downtown(142)

%

East End(133)

%

West End(84)%

Queens-borough

(63)%

Net Positive 7 8 9 7 8 3

Friendly/ helpful staff/ good service 3 3 4 2 6 2

Very community minded/ well run city 2 3 3 3 - 2

Provides quality services (i.e. fire, planning) 2 3 4 1 4 -

City is supportive of businesses 1 1 1 1 1 -

No issues 1 1 1 2 1 -

Net Negative 22 25 20 22 19 18

Concerns about development (i.e. zoning, parking, new construction)

6 9 6 7 2 3

Transportation infrastructure issues (i.e. traffic, bridge repairs)

6 9 3 5 6 8

Not business friendly/ lack of support for businesses (i.e. poor communication, not enough commercial space)

5 5 6 4 6 2

Financial concerns (i.e. high taxes, fees) 3 6 3 2 2 2

Slow response time to enquiry/ concerns 3 2 - 5 4 3

Not helpful/ poor service 2 1 3 2 4 6

Other infrastructure issues (i.e. signage,sidewalks, line painting)

2 1 2 2 2 5

Maintenance issues (i.e. cleanliness, upkeep)

1 3 1 1 1 -

Not satisfied with previous response/outcome

1 2 1 1 - 3

Bureaucratic/ too much red tape 1 2 1 1 1 -

Miscellaneous 1 1 1 - - 2


Base: Total Q.20b) Do you have any comments you would like to make regarding your satisfaction with any of the services provided by The City?

Actions The City Should Make a Priority to Attract/ Retain Businesses

74

The two most commonly recommended actions or initiatives each suggested by about one-in-five businesses include a call for The City to be more business friendly, as in offering more incentives to operate in New Westminster, communicating clearly with business owners and creating a good distribution of businesses across the city.

Equally popular were calls to address various transportation infrastructure issues including traffic congestion within the city and bridge repairs, an issue particularly common among those in the East End.

Other issues of note include the need for affordable housing (10% among those Uptown), parking issues (10% among those Downtown), improved customer service (10% among those in the West End), and improved general infrastructure (10% among those in Queensborough).

Total(593)

%

Area

Uptown(171)

%

Downtown(142)

%

East End(133)

%

West End(84)%

Queens-borough

(63)%

Be more business friendly (i.e. provide incentives, better communication, lease rates, better distribution of businesses)

21 21 29 17 24 10

Transportation infrastructure issues (i.e. traffic, bridge repairs)

21 14 15 31 25 27

Lower taxes/ fees 8 8 7 5 8 13

Encourage affordable housing (i.e. builds customer base, staff)

7 10 7 3 7 5

Address parking issues 6 4 10 8 1 -

Improve customer service at City Hall/ reduce bureaucracy

6 6 4 4 10 6

Attract visitors to NW/ provide/ allow advertising for businesses/ services

6 4 9 4 6 6

Address zoning issues/ restrictions 5 5 6 4 6 3

Other infrastructure issues (i.e. signage, sidewalks, line painting)

5 4 6 3 4 10

Address policing issues 4 6 6 2 5 -

Maintenance issues (i.e. cleanliness, upkeep) 3 5 5 3 - -

Improve high speed internet (i.e. fibre optics, Wi-Fi)

2 2 3 1 - -

Miscellaneous 5 7 4 5 2 6


Base: Total Q.21) Are there any specific actions or initiatives you believe The City should be making a priority in order to attract or retain business to New Westminster?

Preferred Method of Communications from The City

75

47%

42%

55%

47%

46%

43%

21%

28%

15%

21%

21%

19%

8%

4

9%

8%

7%

18%

8%

10%

5

7%

10%

6

16%

16%

16%

17%

16%

14%

Total (n=593)

Uptown (n=171)

Downtown (n=142)

East End (n=133)

West End (n=84)


Email Via Website Social Media

Local Newspaper Other

Almost half of all businesses state their preferred method of communication as email (47%), with one-in-five (21%) that prefers to get information from The City website.

Fewer than one-in-ten expresses a preference for the local newspaper (8%) or social media (8%), though social media is somewhat more popular among those in Queensborough (18%) compared with businesses in other areas of the city.

Base: Total

Q.22) What would be your preferred method of communication by The City regarding economic development initiatives and other related business opportunities?

Additional General Comments

76

The majority of respondents (75%) had no further comments to add.

Those that did comment provided a variety of general feedback some of which includes calls for actions to attract and retain businesses (8%), traffic easing (4%) and other transportation suggestions (4%), ways to improve the running of City Hall (3%) and improvements in the way The City communicates and consults with local businesses (3%).

Total(593)

%

Area

Uptown(171)

%

Downtown(142)

%

EastEnd

(133)%

West End(84)%

Queens-borough

(63)%

Make New Westminster attractive to businesses/more helpful (i.e. faster processing time for permits, offer support, lower taxes)

8 9 9 8 8 5

Address traffic issues (i.e. congestion, violations) 4 4 4 5 6 -

Transportation infrastructure suggestions (Stormont Connector,electric vehicle charging stations, repairs)

4 4 3 5 4 5

Improve community consultation with businesses/residents (i.e. simplify communications, keep people informed)

3 2 5 3 5 3

Continue to invest in city upgrades (i.e. beautification projects, parks, public wifi)

3 4 5 3 4 -

Miscellaneous City Hall suggestions (i.e. salary caps, website improvements)

3 2 2 4 1 6

Improve community services for the growing population (i.e. childcare, secondary schools, community centres)

2 4 1 3 2 -

Improve active transportation options (i.e. more bike lanes, pedestrian walkways)

2 1 4 3 - -

Pattullo Bridge complaints/suggestions 2 4 1 2 4

Improve public transit (more bus stops, frequent service) 2 2 2 - 2 2

More affordable housing (i.e. allow redevelopment of older buildings, fast-track land permits, laneway houses)

2 2 1 2 2 -

Slow down growth/high density building 1 2 3 1 - -

Parking suggestions/bring back free parking spots 1 2 1 1 1 -

Address homelessness/crime issues 1 1 2 - 2 -

No comments 75 73 73 77 76 83

Base: Total Q.23) Finally, do you have any other comments or suggestions that The City of New Westminster might consider when updating their city-wide economic development plan?

77

Detailed Findings:Qualitative Survey

Qualitative Findings

78

Level of Satisfaction

When representatives of these major businesses, property owners and

institutions were asked how satisfied they were with doing business in

the City of New Westminster, the majority rated their overall level of

satisfaction at a 4 or 5 (based on a 5-point scale, with 5 being very

satisfied). A couple of respondents rated the experience a 3, but no one

suggested a rating lower than that.

The positives associated with doing business in New Westminster

included a sense of ease that many feel regarding city staff and council

members. “The staff and council are great. They allow us fairly direct

access,” said one individual. Another appreciated that “they are

responsive, open to suggestions.” Yet another thought the city is

“proactive in trying to develop a prosperous economy, reaching out to

business.”

However, a few had concerns, primarily related to safety and security.

Homelessness and drug use in the downtown core are thought to be

problematic. The costs to businesses and organizations, who feel the

need for additional policing, are high. Thus, some believe that New

Westminster should place more emphasis on policing in the downtown

core.

One individual thought the tax rate on industrial land is too high.

Another stated they have ongoing, unresolved issues with the City of

New Westminster. That individual said the city’s senior staff is excellent,

but mid-level staff is less accommodating.

For some, the greatest benefit associated with doing business in New

Westminster is associated with the city council. “They work like a

business, not a bureaucracy,” making it comfortable to do business in

the city.

Another positive about being in New Westminster: “It is a good

location, accessible, in the heart of the GVRD.” According to one

educational institution, “We are in the heart of the city and very

accessible to students coming from the tri-cities.” New

Westminster’s growth potential was also mentioned and

appreciated.

The existence of the SkyTrain in New Westminster was also

applauded, although that comment included a reference to parking

issues in the downtown core.

Despite the positives, the majority mentioned areas of concern. The

lack of affordable housing was raised by several participants, who

felt that it was difficult for students and individuals in lower income

households to afford to live in New Westminster. And, while the

SkyTrain allows many to live elsewhere and commute to New

Westminster for work or school, participants also thought it was

important for a city to have mixed-use developments that contribute

to a thriving city.

Traffic and parking are thought to be a big problem, which will need

to be addressed as the city moves forward with new developments.


79

City Departments

Respondents were asked which city departments they have interacted

with recently. A variety of departments were mentioned, including

engineering, planning and others. In almost all cases, their experiences

were positive. Participants were asked to rate their experiences on a

scale of 1 to 5, with 1 being very dissatisfied and 5 being very satisfied.

Only one respondent rated their experience a 3; all others rated their

experiences a 4 or 5.

Responsiveness was mentioned most often as an attribute of the

departments that were experienced. “Their people are intelligent,

engaged and responsive,” said one participant. Another appreciated that

“they responded in a timely and efficient manner.” However, according

to one respondent, who was less enchanted with the experience of

interacting with a city department, “They are slow to solve problems”

and “they need to respond in a more timely way.”

New Services

When asked if there were services, not currently provided by the city,

which would be valuable, the majority suggested that no new services

are needed. However, a few participants felt otherwise. One suggested

that offering services that support entrepreneurs would be helpful:

Providing “resources and tactics to help small businesses to get

established in New Westminster would be of value.”

Another felt that “developing a forum outside of BIA, in which

business owners and council can meet and share thoughts or

concerns directly” would be valuable.

Additionally, one landlord thought that the city council could work

more closely with landlords; offering incentives and, in some cases,

co-marketing in order to fill buildings was thought to be valuable.

Beyond that, a few felt that more policing is in order, particularly at

the Columbia Street SkyTrain station.

The Future

When looking to the future, participants raised the same issues.

Safety and security are concerns for the future, “because they are

still problematic.” The issue of traffic was raised again, as it is

thought to be an impediment when trying to attract new tenants.

These issues are thought to affect the overall image of New

Westminster, making it a less desirable destination.

Affordable housing also was mentioned as a concern for the future.

For most, the idea of a thriving city is one in which people can both

live and work. Currently there is an imbalance, in that the available

jobs are low paying and the cost of housing is high.


80

The Future (cont’d)

Most of these respondents conduct business or work for institutions that

exist in other municipalities. For the most part, they agree that doing

business in New Westminster is easier than doing business elsewhere.

This is due, in part, to having access to municipal leaders, which most feel

is a necessity. New Westminster is also thought of as a small city whose

leaders think in entrepreneurial ways, thus making it easier to get things

done when working with the city.

For landlords, there were mixed responses, when asked how easy or

difficult it is to attract new tenants. The negative responses to this

question related to the perception that New Westminster is seen as a

tough place to live and work, because of the levels of homelessness and

drug problems associated with the area. Others agreed that New

Westminster’s image needs an upgrade, and that includes the building

that houses City Hall, which is seen as outdated and does not meet

seismic standards.

But there were some who saw improvements in the image and overall

experience of the city. It was suggested that the city’s growth over the

past five years or so makes it an exciting and attractive city.

For the most part, it was agreed that, once tenants move into a building

in New Westminster, retention is a little easier. “Once they get past the

negative image, they get that it is not bad here.” The central location and

availability of SkyTrain also help with retention.

When asked for suggestions that would help in attracting and

retaining tenants or workers, participants’ comments reflected much

of what had previously been discussed, Such as: increasing policing of

areas that are considered uncomfortable or dangerous; developing a

good balance of residential and business, making the city a good

place to live and work; and continuing to focus on the growth of the

community. Some suggested that a more aggressive approach

should be taken regarding buildings that are run down or poorly

maintained, making New Westminster feel like an up to date city. It

was also suggested that New Westminster should be more flexible

and offer incentives for larger tenants to stay in the city.

Additionally, one landlord thought that the city council could work

more closely with landlords; offering incentives and, in some cases,

co-marketing in order to fill buildings was thought to be valuable.

Regarding education institutions and the practicum or employment

prospects in New Westminster, some felt the city could put more

effort into lobbying for more externships in hospitals in New

Westminster. Partnering with a European city that has a focus on

educational or health institutions was also suggested as a way of

creating a halo effect around the image of New Westminster and

putting it on an international stage.

Continuing to develop the business community, keeping the need for

green space in mind, and developing more affordable housing would

also be helpful in making New Westminster a more livable city.


81

The Future (cont’d)

As far as retaining their workforce, the large institutions have little

difficulty in doing so because they offer higher wages, but even smaller

institutions are able to retain their workforce, due to the ease of

travelling to New Westminster from other municipalities where lower

housing costs exist. Again, providing more affordable housing was

thought to be a good idea because it would create more opportunity to

both live and work in New Westminster.

Best Practices

Participants were asked about best practices they have encountered that

could apply to New Westminster. There were a few comments.

“Innovation districts” – a recent trend in urban planning in which

entrepreneurs, start-ups, etc. are clustered – are thought to be a way of

moving the image of the city from industrial to more technological.

One participant suggested, “Make it an idea centre with an international

strategy – thus creating a new profile for the city.”

Others suggested that New Westminster use its resources to connect the

educational institutions and businesses within the community to

determine how they can help one another.

Participants also suggested the city provide information to the

community’s business owners and landlords in a simple, easy to read

format, outlining the benefits of any changes in the city so that

information can be shared with potential tenants. “Tell us what has

occurred and why it is good.”

If You Could Make One Change

When asked what they would change about the experience of

operating in New Westminster, these respondents summed up the

feelings they expressed earlier in the discussion.

Creating more affordable housing was thought to be important in the

overall growth and development of the city. More affordable housing

might include student housing for educational institutions. Overall,

more affordable housing would help to create a balanced city in

which it would be comfortable to work and live.

Some respondents believe that New Westminster must create a

strong brand identity to counter the negative image it still carries –

that of a tough city with a lot of homeless people and considerable

drug activity.

In that regard, one respondent wanted to see a more desirable

downtown core – “Make it easy for people to come downtown.”

Dealing with the city’s vagrancy and drug problems would help

considerably in that regard.

And one landlord again suggested that New Westminster provide a

newsletter with statistics and information on changes in the city that

are positive.


82

New Westminster’s Greatest Value

When asked what they see as the greatest value in operating in New

Westminster, some cited practical features, like New Westminster’s

central location and good transit to and from the city.

According to others, New Westminster “is a small city close to

Vancouver” and, because of its size and sense of connectedness between

businesses and institutions in New Westminster, “We feel like part of the

community, instead of simply existing in it.”

Some appreciate that the city council has a vision for the future and is

working towards that vision. Others see the council as cooperative:

“They want us to be successful.” This was mentioned, along with the fact

that council feels more accessible and entrepreneurial in its way of

thinking than councils in other municipalities.

Questionnaire

New Westminster Business Community Questionnaire Final - 2016 Survey

B794 – City of New Westminster Business Survey Page 1

ASK TO SPEAK TO NAMED RESPONDENT OR OWNER/ GENERAL MANAGER / LOCAL

MANAGER

Hello, I’m calling on behalf of the City of New Westminster. I’m ___ with Mustel Group

Market Research. We are conducting a survey of local businesses like yours. Understanding

your business needs and priorities is critical as New Westminster develops its new Economic

Development Plan.

Please note that all responses are confidential and anonymous.

Persuaders—only if needed:

This is strictly an opinion survey; we are not selling or soliciting anything.

Your number was selected at random from a list of local businesses provided by the

City for participation in this research.

All responses are strictly confidential and anonymous; your identity is never revealed

to anyone else, including the client, without your permission.

The survey will take approximately 10 minutes to complete depending on your

responses.

CLIENT CONTACT IF NECESSARY: The research has been commissioned by the City

of New Westminster. If you have any questions or concerns you can contact Andréa

Khan at 604-527-4536 or email [email protected]

A. What is your current position at your organization?

Owner

General Manager/President/CEO

Other Manager Specify: _____________

Other Specify: ____________________

COMPANY PROFILE

1a. Which of the following industry sectors best describes your business?

Manufacturing Construction

Retail or Personal Service

Health, Educational or Social Services

Finance or Insurance or Real Estate

Information and Communications Technologies (ICT), incl.

computer/software/telecom manufacture or service

Professional, Scientific or Technical (eg: lawyer, architect, scientist, engineer)

Tourism, Recreation or Hospitality (eg: restaurant, hotel, tour company)

Other Specify: ________________________________________



FOR ONLINE RESPONDENTS ONLY:

1b. Where in New Westminster is your business located? DISPLAY MAP

Uptown

Downtown

East End

West End

Queensborough

2. Is your business based out of your residence (i.e. a home business)?

Yes

No

ALL EXCEPT HOME BUSINESS:

3. Is this New Westminster location your company headquarters?

Yes

No Where are the headquarters located: (BC/ Canada/ North America/Elsewhere)

4. How many years has your business been operating in New Westminster?

ALL EXCEPT HOME BUSINESS:

12. Is your business a tenant or the owner of the premises you occupy in New

Westminster?

Owner

Tenant of the premises

5. Did you move to your current location from elsewhere?

Yes

No

6. IF YES IN Q.5: Where did you move from? (City/Province/somewhere else in New

Westminster)?

9. And, in the next 5 years do you plan to move your business to another location

Yes

No



10. IF YES IN Q.9: Where are you most likely to locate?

Within New Westminster

Another city in Metro Vancouver: _________________

Another City elsewhere in B.C.: ______________

Another Province: _____________

Somewhere else: _____________

11. IF YES IN Q.9: And what are the main reasons for moving?

7. Approximately how many full- and part-time employees work at this New

Westminster location?

#____ OF STAFF

8. In the next FIVE years do you see your employment needs changing, ie: number of

employees increase, decrease or stay about the same?

DOING BUSINESS IN NEW WEST

13. Thinking overall, please name/list up to THREE key strengths of doing business in the

City of New Westminster?

14. And now, please list up to THREE challenges of doing business in the City of New

Westminster?

15. Using a scale of 1 to 5 where 1 is not at all satisfied and 5 is completely satisfied,

overall, how satisfied are you with New Westminster as a place to do business?

17. Next, please rate the importance of each of the following factors in your decision of

where to locate your business. Please use a scale of 1 to 5 where 1 is Not at all

Important and 5 is Essential.

a) Room to expand

b) Land costs or commercial rents

c) Adequate parking

d) Served by Fibre Optic technology

e) Close to a pool of qualified workforce

f) Close to Downtown Vancouver

g) Close to customers

h) Close to suppliers

i) Access to public transit/SkyTrain

j) Close to major highway



k) Close to post secondary institutions

l) Overall Quality of Life

m) Access to restaurants and cafes

n) Local affordable housing

o) Ease of working with municipal government

18. And now, please state how satisfied you are with each of those factors in relation to

your location in New Westminster. Please use a scale of 1 to 5 where 1 is not at all

satisfied and 5 is completely satisfied.

a) Room to expand

b) Land costs or commercial rents

c) Adequate parking

d) Served by Fibre Optic technology

e) Close to a pool of qualified workforce

f) Close to Downtown Vancouver

g) Close to customers

h) Close to suppliers

i) Access to public transit/SkyTrain

j) Close to major highway

k) Close to post secondary institutions

l) Overall Quality of Life

m) Access to restaurants and cafes

n) Local affordable housing

o) Ease of working with municipal government

19. When was your last contact with the City of New Westminster?

1. Within the last year

2. Within the last 2 years

3. Within the last 5 years

4. Over 5 years ago

19b) Which services did you use during your last contact with The City? (DO NOT READ)

1. Business licensing

2. Planning

3. Grants

4. Utilities

5. Parking

6. Building

7. Other Specify: ____________________



20. Overall, how satisfied were you with your experience? IF NECESSARY: Your most

recent contact? Please use a scale of 1 to 5 where 1 is Not at all Satisfied and 5 is

Completely Satisfied.

Why was that?

22a. Please use a scale of 1 to 5 where 1 is Not at all Satisfied and 5 is Completely

Satisfied, or N/A. Thinking generally about the services provided by the City, please

tell me how satisfied you are with the City in terms of:

a) City planning and development

b) Municipal hall front counter services (Department Receptions, business

licensing, finance counter etc.)

c) Building and Land Development requirements and permitting services

d) Access to municipal information via the website

e) Municipal Regulations (Regulatory environment)

f) Business licensing and process fees

g) Municipal tax rates

h) Infrastructure (such as roads, sidewalks and public safety etc.)

i) Value for your tax dollar

j) Customer service when dealing directly with the City

22b. Do you have any comments you would like to make regarding your satisfaction with

any of the services provided by The City? OPEN

23. Are there any specific actions or initiatives you believe the City should be making a

priority in order to attract or retain businesses to New Westminster? OPEN

25. What would be your preferred method of communication by the City regarding

economic development initiatives and other related business opportunities?

Via their website

Email

Local newspapers

Social Media (facebook, twitter, Instagram, snapchat)

Other Specify: ___

26. Finally, do you have any other comments or suggestions that the City of New

Westminster might consider when updating their Citywide Economic Development

Plan?



27. The City of New Westminster may be interested in following up with businesses such

as yours to learn more about your experiences and challenges. Would you be

interested in participating in any further research, online feedback group or focus

group discussions?

Yes

No

SPECIFY WHICH

IF Yes: What is the best telephone number to reach you?

And what is your email address?

That completes our survey. On behalf of the City of New Westminster, thank you very much

for your time and input.

DRAFT MODERATOR GUIDE – City of New Westminster Economic Development In-depth Interviews

INTRODUCTION

Hello, my name is Kathleen Roach from Mustel Group, a professional marketing research firm. I am calling on behalf of the City of New Westminster. As you know we have an interview scheduled and I would like to thank you for taking the time to participate in this study. Is this still a good time for you?

PURPOSE/PERMISSION

The purpose of this study is to assist the City of New Westminster to better understand the needs of the business environment and inform the economic development plan. Hence, we are looking to key businesses, property owners/managers and institutions to share their perceptions of the business economic climate, municipal services and processes that impact doing business and operating in New Westminster. It is normal procedure to record interviews. The information recorded here will be used to assist in reporting. No individual will be identified within the report. May I have your permission to record this interview?

o Yes o No

IF RESPONDENT DOES NOT WANT TO BE RECORDED THEN PROCEED WITHOUT RECORDING. INTERVIEWER WILL COMPLETE SURVEY FORM AND WRITTEN REMARKS As mentioned, these interviews are being conducted to help the City of New Westminster to develop their economic development plan. To that end, is it okay to include your organization’s name with your responses?

o Yes o No

BACKGROUND ORG TYPE: 1. Property owner/manager 2. Institution Now just a few practical questions so I have an understanding of your organization/company:

I would like to start with some practical questions:

A. What is your current position at your organization? Owner General Manager/President/CEO Other Manager Specify: _____________ Other Specify: ____________________

(OPTIONAL) INSTITUTION: Approximately how many employees work at this New Westminster

location? #____ OF STAFF

COMPANY PROFILE How many years has your business/institution been operating in New Westminster?

____________ years

DOING BUSINESS IN NEW WESTMINSTER

Now a few questions regarding your overall satisfaction with doing business/operating in New Westminster:

Using a 1 to 5-point satisfaction scale where 1 means you are satisfied with doing business/operating in New Westminster, please rate your overall satisfaction with New Westminster as a place to do business.

Very dissatisfied 1 2 3 4 5 Very Satisfied

What caused you to rate them as you did? Please provide examples where possible.

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

What are the greatest benefits to doing business/operating in New Westminster?

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

What are specific areas that could be improved upon?

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________

SERVICES

- Which City department(s) have you interacted with most recently?

- When was this? (Most recent interaction)

- Please rate this experience using a scale of 1 to 5, 1 being very dissatisfied and 5 very satisfied.

Very dissatisfied 1 2 3 4 5 Very Satisfied

- Why do you to rate them as you did?

Are there any other services that you feel the City of New Westminster could provide that would be helpful to your business/organization? If so, please describe and explain the importance to you. __________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ Looking to the future, are there any areas of concern regarding your future in New Westminster (anything missing, necessary to your growth)? __________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Landlord specific questions (for property owners/managers only)

- How easy is it for you to attract new tenants to your New Westminster property(ies)?

On a scale of 1 to 5, 1 being very difficult and 5 being very easy:

Very Difficult 1 2 3 4 5 Very Easy

- And what makes it easy or difficult?

- How easy is it for you to retain existing tenants on your property?

Again on a scale of 1 to 5, 1 being very difficult and 5 being very easy:


- What makes it easy or difficult?

- Do you own or manage property in other municipalities in Metro Vancouver or the Fraser

Valley?

1. Yes

2. No

- IF YES: Which municipalities?

- In comparison to the other municipalities, is it easier or more difficult to manage the New

Westminster properties?

1. Easier

2. More difficult

3. About the same

- Why is that?

- What could the City of New Westminster do to make it easier for you to attract and retain

tenants?

Workforce development questions (for educational institutes only)

- In your co-op and practicum programs (if any), how many (or what percentage) of the

placements are with organizations located in New Westminster?

# ____ or ____ %

- After graduation, how many (or what percentage) of students end up working at organizations

located in New Westminster?

# ____ or ____ %

- How do your students view employment prospects in their field in New Westminster? Why?

- What could the City of New Westminster do to improve employment prospects in New

Westminster for your students?

Large employer (for institutions only)

- What proportion of your employees live in New Westminster?

____ %

- What are the most important factors that influence where your employees choose to live?

- How easy is it for you to fill positions?

On a scale of 1 to 5, 1 being very difficult and 5 being very easy:



- How easy it is for you to retain employees?

Again on a scale of 1 to 5, 1 being very difficult and 5 being very easy:



- What could the City of New Westminster do to make it easier for you to fill positions and retain

employees?

CLOSE

Do you have any other comments regarding the City of New Westminster as a place to do business?

Thank you. The City of New Westminster thanks you for your participation in this research.

Documents

City of New Westminster Business Survey€¦ · of the Economic Development Plan is consultation with business stakeholders. In September and October 2016 Mustel Group was commissioned