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City of Victoria 2013 Citizen Survey

Presentation of Results – July 18, 2013

Methodology

2

600 telephone interviews with a randomly selected representative sample of Victoria citizens aged 18 years or older.

Interviews conducted between April 2 and May 6, 2013.

Overall results are accurate to within ±4.0 percentage points, nineteen times out of twenty.

Results have been weighted to ensure they reflect the City of Victoria in terms of age and gender distributions according to the 2006 Census.

Regional quotas were set to ensure the final sample was inclusive and representative of all neighbourhoods within the City of Victoria.

The results of this year’s survey have also been compared to Ipsos Reid’s database of municipal norms for British Columbia to provide additional insight, context, and benchmarks against which the City of Victoria can evaluate its performance.

Key Findings

3

Overall results are generally positive

Residents think the quality of life is good in Victoria.

Residents are satisfied with City operations and services.

Residents believe they get good value for the taxes they pay.

Social issues (primarily homelessness) continue to dominate the issues agenda.

Comparison to Previous Survey (2010)

4

Overall, 2013 results are similar to 2010

Improvements over 2010 include:

Improved assessments regarding the change in quality of life (fewer say it has worsened).

Improved perception of Downtown’s safety at night.

Improved satisfaction levels with the quality of City-sponsored arts, cultural and festival events

Declines since 2010 include:

Assessments of how well the City listens to citizens.

Assessments of how well the City welcomes citizen involvement in decision making.

Assessments of value for taxes.

Quality of life

5

Virtually all citizens say they have a good quality of life in Victoria.

Q2. Overall, how would you rate the overall quality of life in the City of Victoria today? Would you say... Base: All Respondents (n=600); 2010 (n=600)

54%

49%

44%

44%

48%

53%

2%

2%

3%

2013

2010

Norm

Very good Good Poor Very poor% Good % Poor

97% 2%

97% 3%

97% 3% Norm

Most say the quality of life has stayed the same.

Q3. And, do you feel that the quality of life in City of Victoria in the past three years has …? Base: All Respondents (n=600); 2010 (n=600)

Norm

24%

54%

19%

2010

11%

58%

29%

2%

NET -8 NET -18 NET +5

12%

65%

20%

2%

Improved

Stayed the same

Worsened

Don’t know

Financial reasons are primarily the reasons for a reported decline in quality of life

Q5. Why do you think the quality of life has worsened? Base: Quality of life has worsened (n=139); 2010 (n=178)

21%

17%

10%

9%

7%

7%

7%

6%

6%

5%

5%

5%

4%

4%

4%

4%

1%

High cost of living

Poverty/homelessness

Housing affordability

Economy

Unemployment/lack of jobs

Poorly managed city

Lack of social services/ programs/ facilities

Infrastructure

Minimum wages/ low income

High taxes

Too much traffic

Social inequality

Crime

Environmental issues

(Local) Businesses closing down

Downtown deterioration

Don't knowIncludes mentions of 4% or more only.

2010

11%

40%

8%

8%

11%

10%

7%

-

-

8%

8%

-

9%

1%

-

-

1%

Growth, fewer homeless people and economic factors are the main reasons for feeling the quality of life has improved over the past three years.

Q4. Why do you think the quality of life has improved? Base: Quality of life has improved (n=71); 2010 (n=67)

18%

15%

8%

7%

6%

6%

6%

6%

5%

5%

5%

4%

4%

7%

Growth/development/new construction

Fewer homeless people

Employment/job opportunities

More cultural/public events/entertainment

Low crime rate/safe

Good transportation infrastructure

More affordable/cost of living is less

Concern for the environment

Well managed city

Good economy

They listen to people/ better communication with people

Good amenities and services

Less panhandling/ street people

Don't knowIncludes mentions of 4% or more only.

2010

25%

13%

7%

5%

7%

6%

4%

-

16%

8%

-

6%

-

5%

The majority of citizens feel safe and welcome in their neighbourhoods, but some do not feel safe walking alone in their neighbourhoods in the evening.

Q6. Please tell me if you agree or disagree with each of the following statements about your neighbourhood. The first one is [INSERT ITEM]. (Is that strongly or somewhat agree/disagree?) How about …? Base: All Respondents (n=600)

86%

59%

48%

12%

36%

33%

99%

95%

81%

I feel safe walking alone in my neighbourhoodduring the day

I feel welcome in my neighbourhood and I feellike I belong here

I feel safe walking alone in my neighbourhoodduring the evening

Very good Good

Downtown Victoria

11

Shopping and going to work are the main reasons for visiting downtown Victoria.

Q8. What is the main reason you visit downtown Victoria? Base: All Respondents (n=600); 2010 (n=600)

29%

22%

12%

8%

8%

7%

6%

2%

1%

1%

1%

1%

1%

Shopping

Work

Professional services such as banks, salons, medical, etc

Live downtown

Dining/restaurants

Leisure activities such as walking, parks, recreation, etc

Entertainment such as arts, music, movies, etc

Transportation/ catch a bus

Visiting friends or family

Library

Meeting/ appointment

Volunteer

None/no reason

2010

31%

19%

6%

12%

9%

4%

4%

1%

2%

1%

-

-

1%

Perceptions of downtown Victoria are predominately positive, particularly for daytime safety, amenities, cleanliness, and daytime vibrancy.

Q9. Please tell me if you agree or disagree with each of the following statements about the city’s downtown core. The first one is [INSERT ITEM]. (Is that strongly or somewhat agree/disagree?) How about …? Base: All Respondents (n=600); 2010 (n=600)

62%

61%

45%

52%

39%

34%

27%

32%

15%

14%

13%

15%

15%

19%

34%

34%

42%

39%

49%

51%

52%

51%

49%

44%

47%

49%

35%

36%

96%

94%

88%

91%

88%

84%

79%

83%

64%

58%

60%

64%

50%

55%

2013

2010

2013

2010

2013

2010

2013

2010

2013

2010

2013

2010

2013

2010

Strongly agree Somewhat agree

The downtown core is safe during the day

The downtown core has a good range of shops, entertainment, and services that meet

the community’s needs

The downtown core is clean and well-maintained

The downtown core is vibrant and exciting during the day

The downtown core is safe at night

The downtown core is vibrant and exciting during the evening

Parking in the downtown core is accessible and convenient

Business Survey

86%

83%

80%

76%

48%

58%

45%

Issue Agenda

14

Social issues, municipal government services and transportation are the top issues in the minds of citizens.

Q1. As a resident of the City of Victoria, what is the most important issue facing the city, that is, the one issue you feel should receive the greatest attention from your local leaders? Base: All Respondents (n=600); 2010 (n=600)

Norm

15%

12%

28%

8%

12%

8%

13%

7%

4%

7%

11%

12%

2010 Business Survey

58% 28%

14% 8%

35% 28%

6% 3%

5% 20%

2% 15%

9% 12%

3% -

3% 1%

2% 1%

4% -

15% 37%

8% 7%

2% 7%

24%

21%

17%

5%

5%

4%

12%

7%

15%

13%

17%

11%

34%

33%

33%

7%

7%

6%

4%

3%

3%

2%

1%

22%

7%

3%

Social (NET)

Municipal Government Services (NET)

Transportation (NET)

Environment (NET)

Taxation/Municipal Govt. Spending (NET)

Economy (NET)

Crime (NET)

Education (NET)

Healthcare (NET)

Parks, Recreation, and Culture (NET)

Growth (NET)

Other (NET)

None/nothing

Don't know

First mention Second mention

City Operations and Services

16

15%

17%

15%

0%

12%

22%

8%

14%

54%

57%

52%

0%

48%

51%

47%

55%

69%

74%

67%

N/A

60%

73%

55%

69%

2013

2010

2013

2010

2013

2010

2013

2010

Strongly agree Somewhat agree

Citizens demonstrate predominately positive views of the City’s municipal operations; however they are not as positive as they were in 2010.

Q13. Please tell me if you agree or disagree with each of the following statements. The first one is [INSERT ITEM]. (Is that strongly or somewhat agree/disagree?) How about …? Base: All Respondents (n=600); 2010 (n=600)

I am pleased with the overall direction that the City is taking

The City keeps me informed

The City welcomes citizen involvement in decision making

The City listens to citizens

Business Survey % Agree

58%

54%

-

48%

(* listens to businesses)

Most citizens are satisfied with the overall level and quality of City services.

Q11. How satisfied are you with the overall level and quality of services provided by the City of Victoria? Base: All Respondents (n=600); 2010 (n=600)

26%

24%

30%

65%

68%

62%

6%

6%

5%

2013

2010

NORM

Very satisfied Somewhat satisfied Not very satisfied Not at all satisfied

% Satisfied

% Dissatisfied

91% 8%

92% 7%

93% 7%

Business Survey:

79%

Citizens are also satisfied with all of the specific services tested.

78%

78%

59%

53%

38%

52%

47%

53%

52%

43%

51%

47%

35%

0%

19%

21%

36%

41%

56%

43%

47%

40%

41%

40%

41%

44%

56%

0%

98%

99%

95%

94%

94%

95%

94%

94%

93%

83%

92%

91%

91%

N/A

2013 (n=369)

2010 (n=388)

2013 (n=573)

2010 (n=578)

2013 (n=265)

2010 (n=259)

2013 (n=293)

2010 (n=470)

2013 (n=542)

2010 (n=543)

2013 (n=574)

2010 (n=582)

2013 (n=295)

2010

Very satisfied Somewhat satisfied

Fire Department services

Maintenance and cleanliness of parks

Condition and maintenance of Royal Athletic Park

Quality of recreation programs and services

Quality of City-sponsored arts, cultural, and festival events

City beautification such as signage, landscaping, public art, and street banners

City website

Q12. Please rate how satisfied you are with each of the following services on a scale of (READ LIST). If you are unfamiliar with or have no experience with a particular service, simply say ‘not applicable’ and I’ll move on to the next item. The first one is *INSERT ITEM]. How about [INSERT ITEM]? Base: Respondents with an opinion (e.g., excludes those saying not applicable/don't know) (n=varies)

Continued…

63%

67%

36%

40%

32%

30%

39%

45%

26%

21%

41%

39%

21%

21%

28%

27%

51%

45%

55%

53%

47%

43%

56%

56%

41%

43%

40%

52%

91%

94%

87%

85%

87%

83%

85%

88%

82%

77%

82%

82%

61%

73%

2013 (n=463)

2010 (n=511)

2013 (n=594)

2010 (n=594)

2013 (n=586)

2010 (n=586)

2013 (n=242)

2010 (n=244)

2013 (n=429)

2010 (n=449)

2013 (n=350)

2010 (n=354)

2013 (n=199)

2010 (n=206)

Very satisfied Somewhat satisfied

Residential garbage pick up

Lighting, condition, maintenance of streets and sidewalks

Design of streets, public spaces, and boulevards

Condition and maintenance of Crystal Pool and Fitness Centre

Enforcement of bylaws for issues such as property, parks, and noise

Animal control services

Building permits and inspections

Q12. Please rate how satisfied you are with each of the following services on a scale of (READ LIST). If you are unfamiliar with or have no experience with a particular service, simply say ‘not applicable’ and I’ll move on to the next item. The first one is *INSERT ITEM]. How about [INSERT ITEM]? Base: Respondents with an opinion (e.g., excludes those saying not applicable/don't know) (n=varies)

Business Survey:

81%

Business Survey:

73%

Customer Service

21

48%

51%

Yes

No

Around half have contacted or dealt with a City employee in the past 12 months.

Q23. In the last twelve months, have you personally contacted or dealt with a City employee? Base: All Respondents (n=600); 2010 (n=600)

Norm

50%

49%

Business Survey: 61%

Contact

2010

50%

50%

Contact experiences are predominately satisfactory.

Q24. And, thinking of the last time you contacted a City employee, how satisfied were you with the ...? Would you say you were ...? And how satisfied were you with ...? ...? (* Note: Wording change, in 2010 question was “Staff’s ability to resolve your issue”.) Base: Have personally contacted or dealt with a City employee (n=289); 2010 (n=301)

50%

54%

63%

70%

47%

57%

45%

48%

47%

45%

52%

58%

40%

45%

30%

31%

27%

21%

36%

30%

38%

32%

33%

37%

29%

31%

32%

32%

81%

85%

90%

91%

83%

87%

83%

80%

81%

82%

81%

88%

72%

77%

2013

2010

2013

2010

2013

2010

2013

2010

2013

2010

2013

2010

2013

2010

Very satisfied Somewhat satisfied

Overall service you received

Staff's courteousness

Staff's knowledge

Ease of reaching staff

The speed and timeliness of service

Staff's helpfulness

Staff's ability to resolve your issue or explain the options if they could not resolve your

issue*

Norm

82%

91%

85%

n/a

82%

85%

n/a

Business Survey: 67%

Satisfied

Financing

24

The majority of citizens believe they receive good value for their municipal tax dollars; however, citizens are less positive than in 2010.

Q14. Thinking about all the programs and services you receive from the City of Victoria, would you say that overall you get good value or poor value for your tax dollars? Base: All Respondents (n=600); 2010 (n=600)

18%

61%

15%

3%

3%

Very good value

Fairly good value

Fairly poor value

Very poor value

Don’t know

2010

20%

66%

9%

4%

2%

Good Value 2013: 79% 2010: 86%

Poor Value 2013: 18% 2010: 12%

Business Survey:

60%

NORM

18%

61%

14%

5%

26%

34%

20%

7%

9%

5%

Increase taxes - to enhance or expandservices

Increase taxes - to maintain services atcurrent levels

Cut services - to maintain current taxlevel

Cut services - to reduce taxes

None

Don't Know

Citizens prefer tax increases over service cuts.

Q15. Municipal property taxes are the primary way to pay for services provided by the City of Victoria. Due to the increased cost of maintaining current service levels and infrastructure, the City of Victoria must balance taxation and service delivery levels. To deal with this situation, which one of the following four options would you most like the City of Victoria to pursue? Base: All Respondents (n=600); 2010 (n=600)

2010

28%

35%

22%

6%

6%

2%

Increase Taxes 2013: 60% 2010: 64%

Cut Services 2013: 26% 2010: 28%

Business Survey:

36%

NORM

18%

31%

26%

10%

10%

Business Survey:

44%

Communications

27

There is room to increase communication with Citizens.

Q19. In your opinion, do you currently receive (READ LIST) information from the City of Victoria? Base: All Respondents (n=600); 2010 (n=600)

3%

50%

45%

2%

Too much

Just the right amount

Too little

Don't Know

Norm

3%

48%

48%

2010

4%

54%

41%

1%

Business Survey:

52%

Citizens are most interested in receiving information about the budget or municipal spending.

Q21. Thinking about your information needs, what kinds of information do you want the City to provide you with? Any others? Base: All Respondents (n=600); 2010 (n=600)

17%

8%

8%

8%

7%

6%

6%

5%

5%

4%

4%

4%

19%

9%

Budget/municipal government spending

Future development plans

City needs to communicate better with citizens

Notices/ proceedings of public/ city council meetings

Current projects/ services (unspecified)

Future infrastructure work

Government accountability/transparency

Taxes

Citizens (more) involved in planning/ development

Festivals/events

Transportation issues

Activities/ plans in my community/ neighbourhood

None/nothing

Don't knowIncludes mentions of 4% or more only.

2010

14%

21%

15%

-

-

6%

6%

1%

-

5%

3%

-

20%

4%

Business Survey:

10%

Over half are aware of opportunities to provide feedback, and half have provided feedback.

q19anew. Prior to this survey, have you been aware of opportunities to provide input to the City of Victoria on various topics? Base: All Respondents (n=600) q19bnew. Have you ever provided your feedback to the City of Victoria? Base: All Respondents (n=600) q19cnew. What is the main reason why you have not provided your feedback to the City of Victoria? Base: All not provided feedback (n=273)

19%

14%

13%

13%

10%

6%

5%

4%

4%

3%

2%

No reason/No reason inparticular/Nothing specific

Don't know how do it

Not a priority/ too lazy

Busy/ no time/ lack of opportunity

No relevant/ important issues/satisfied

They will not listen/ will not makea difference

Not asked/ not contacted/ haven'treceived any

Not necessary/ no need

New/ has not lived in the city thatlong

Age (too old/ too young)

Don't Know

Main Reasons for NOT Providing Feedback

Includes mentions of 3% or more only.

53%

46%

1%

Yes

No

Don't Know

Aware of Opportunities To Provide Input to the City of Victoria on Various Topics

52%

47%

Yes

No

Ever Provided Feedback to the City of Victoria

Business Survey:

44%

Business Survey:

54%

Citizens would prefer to provide input to the City electronically - via online surveys, emailing staff or council.

Q22. There are a number of different ways the City can consult with residents on important local issues. Please tell me how interested you would be in providing your input to the City through each of the following methods, using a scale of (READ LIST). The first one is [INSERT ITEM]. How about …? Base: All Respondents (n=600)

37%

29%

17%

18%

21%

11%

13%

36%

40%

44%

42%

36%

42%

26%

72%

69%

61%

60%

57%

53%

39%

Online survey

Email input to staff or Council

Public meetings

Feedback form or comment card

Mail survey

Telephone survey

Online discussion forum

Very interested Somewhat interested

Business Survey:

78%

Business Survey:

39%

Business Survey:

55%

Community Participation

32

18%

25%

15%

11%

22%

59%

50%

36%

37%

24%

22%

23%

25%

48%

53%

54%

76%

Attended an outdoor public festival or event

Attended a public or private arts or culturalfacility

Volunteered or participated in a neighbourhoodmeeting or event

Attended a sporting event

Used a City of Victoria community centre orsenior centre

Attended a public meeting about City matters

More than 5 times 1 to 5 times Not at all

Citizens are most likely to participate in outdoor public festivals and attending public or private arts or cultural facilities.

Q10. In the past 12 months, approximately how often did you personally participate in each of the following activities in the City of Victoria? Our scale is (READ LIST). The first one is *INSERT ITEM+. How about …? Base: All Respondents (n=600)