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City of Victoria 2013 Business Survey

Presentation of Results – July 18, 2013

Methodology

2

300 telephone interviews with a randomly selected representative sample of Victoria businesses.

Interviews were conducted between April 2 and 23, 2013.

The sample for this survey was provided by the City of Victoria and respondents had to confirm they operate a business at one or more locations in Victoria in order to qualify for the research.

Interviews were conducted with person most responsible for the overall management and direction of their company at that location.

Overall results are accurate to within ±5.7 percentage points, nineteen times out of twenty.

Key Findings

3

Perceptions of business climate in Victoria are positive.

Businesses generally approve of the City’s rules and regulations.

Businesses are largely satisfied with City operations and services.

Most businesses believe they get good value for the taxes they pay.

Parking tops the issues agenda.

Businesses suggest that the City address issues with parking and the downtown core to attract more business to the City.

Comparison to Previous Survey (2010)

4

While most results are still positive, there have been many declines in assessments since 2010:

Business Location

Ease of finding parking

Staff and customers’ perceptions of safety of business location

Downtown Core

Range of shops, entertainment and services

City Operations

Perceptions that the City listens to businesses

Overall direction that the City is taking

City Services

Building permits and inspections

Value for tax dollars

Communications

Increased perceptions of too little information coming from the City

Satisfaction levels with contact with the City overall and on some service attributes (helpfulness, timeliness of service and courteousness)

Comparison to Previous Survey (2010)

5

The remainder of the results are consistent with 2010 findings plus there has been one notable improvement:

Downtown core is safe at night

One more neutral change is that there is now a preference for service cuts rather than tax increases

Overall Business Climate

6

Perceptions of Victoria’s overall business climate remain predominately positive.

Q2. Overall, how would you rate the City of Victoria as a place to operate a business? Would you say... Base: All Respondents (n=300); 2010 (n=300)

19%

22%

62%

62%

14%

13%

3%

3%

1%

1%

2013

2010

Very good Good Poor Very poor Don’t know % Good % Poor

81% 18%

83% 15%

Much of what businesses like about operating a business in Victoria focuses on things that are largely outside the City’s control.

Q3. What do you like best about operating a business in the City of Victoria? Base: All Respondents (n=300); 2010 (n=300)

22%

13%

11%

8%

7%

7%

6%

5%

4%

4%

4%

4%

6%

1%

Local people/community

Good location

Have lived here a long time/I like this city

Good weather

Good size city

Beautiful city

Access to amenities/services

Transportation/don't need a car

Good economy/making money

Tourism

Diverse culture/variety of people

Business support/easy to make connections

None/nothing

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

2010

16%

9%

7%

8%

9%

8%

9%

2%

6%

3%

3%

7%

13%

3%

The City can take steps to address some of the things that businesses dislike about operating a business in Victoria.

Q4. And, what do you like least about operating a business in the City of Victoria? Base: All Respondents (n=300); 2010 (n=300)

10%

10%

8%

7%

5%

5%

5%

5%

4%

3%

3%

16%

2%

Poor parking

High taxes

Too many homeless people

Costs/ expenses/ too expensive

Location/ accessibility to mainland

Little business/ lack of business

City does not support local/ small businesses

High crime rate

Red tape/bureaucracy

Too many rules/ regulations

Lack of improvements to tourism

None/nothing

Don't KnowIncludes mentions of 3% or more only.

2010

9%

7%

12%

9%

6%

-

5%

1%

-

15%

-

20%

3%

Suggestions to attract and retain businesses are varied. Parking and downtown improvements top the list.

9%

9%

7%

6%

5%

5%

4%

4%

4%

3%

3%

3%

3%

3%

3%

1%

13%

Parking/ improve parking

Improve downtown/ downtown core

Reduce/ lower taxes

Clean up homelessness

Promote tourists/ tourism

Reduce/ lower property taxes

Make it safer/ improve safety

Attract business

Deal with/ eliminate street people

More advertising/ marketing

Make it cleaner/ cleanliness

Clean up the streets

Reduce costs/ expenses

Cheaper/ more affordable/ free parking

Deal with drug users/ street drug use

None/ nothing

Don't KnowIncludes mentions of 3% or more only.

Q13a. What is the most important action the City can take to attract and retain business in the City in general? Base: All Respondents (n=300)

21%

24%

18%

17%

12%

16%

52%

50%

48%

53%

54%

57%

74%

73%

66%

70%

66%

73%

2013

2010

2013

2010

2013

2010

Strongly agree Somewhat agree

Overall, the City’s rules and regulations are generally seen as accessible, fair, and easy to understand.

Q5. 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=300); 2010 (n=300)

The City’s rules and regulations for businesses are readily accessible

The City’s rules and regulations for businesses are easy to understand

The City’s regulatory environment is fair to businesses

Businesses generally feel favourably towards their immediate business location, although concerns with parking resurface.

Q11. I’m now going to read some statements about the area where your business is located and would like you to tell me if you agree or disagree with each one. The first one is [INSERT ITEM]. (Would that be strongly or somewhat agree/disagree)? How about [INSERT ITEM]? Base: All Respondents (n=300); 2010 (n=300)

33%

37%

32%

37%

30%

36%

20%

29%

48%

48%

47%

42%

33%

37%

23%

23%

81%

85%

80%

79%

63%

73%

43%

52%

2013

2010

2013

2010

2013

2010

2013

2010

Strongly agree Somewhat agree

The appearance of buildings and storefronts in the area where my business is located is

satisfactory

The appearance and condition of public amenities and spaces in the area where my

business is located is satisfactory

Staff and customers feel safe and secure in the area where my business is located

It is easy to find parking in the area where my business is located

As in 2010, business operators’ perceptions of downtown Victoria are predominately positive with the exception of parking and night time safety.

Q12. 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 [INSERT ITEM]? Base: All Respondents (n=300); 2010 (n=300)

43%

42%

36%

44%

28%

23%

23%

31%

12%

14%

9%

4%

10%

9%

43%

46%

47%

46%

52%

51%

54%

49%

45%

46%

39%

35%

36%

39%

86%

88%

83%

90%

80%

75%

76%

80%

58%

60%

48%

39%

45%

49%

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 vibrant and exciting during the evening

The downtown core is safe at night

Parking in the downtown core is accessible and convenient

Citizen Survey:

88%

Citizen Survey:

64%

Citizen Survey:

96%

Future Business Plans

14

As in 2010, businesses are more than twice as likely to anticipate expanding as they are downsizing or closing in the next five years.

Q6. Does your business have plans to (READ LIST) in the next five years? Base: All Respondents (n=300); 2010 (n=300)

28%

4%

7%

57%

4%

Expand

Downsize

Close or shut down

None of the above

Don't know

2010

32%

7%

7%

53%

1%

Plan on moving or relocating business to another location in the next five years

Do you plan on relocating…?

Just over two-in-ten businesses plan on relocating to another location in the next five years.

Q7. Do you plan on moving or relocating your business to another location in the next five years? Base: All Respondents (n=300); 2010 (n=300) Q8. Do you plan on relocating (READ LIST)? Base: Plan on moving or relocating business to another location in the next five years (n=66)*; 2010(n=67)*

22%

73%

5%

Yes

No

Don't know

36%

50%

14%

Within the City of Victoria

Outside of the City ofVictoria

Don't know

2010

22%

75%

2%

2010

48%

39%

13%

*Caution, small base sizes

Issue Agenda

17

Businesses want local leaders to focus on social issues most of all. Transportation-related issues also rank high on businesses’ issue agenda.

Q1. As a business operating in the City of Victoria, what is the most important issue facing your community, that is, the one issue you feel should receive the greatest attention from your local leaders? [ACCEPT 1 MENTION] Are there any other important local issues? Base: All Respondents (n=300); 2010 (n=300)

18%

18%

15%

14%

7%

3%

3%

22%

7%

7%

12%

11%

6%

2%

5%

22%

28%

28%

20%

15%

12%

8%

3%

1%

1%

0%

37%

7%

7%

Social (NET)

Transportation (NET)

Taxation/Municipal Government Spending (NET)

Economy (NET)

Crime (NET)

Municipal Government Services (NET)

Environment (NET)

Healthcare (NET)

Parks, Recreation, and Culture (NET)

Growth (NET)

Other (NET)

None/nothing

Don't know

First mention Second mention

Top Mentions 2010

42%

34%

16%

12%

9%

9%

3%

1%

1%

1%

12%

9%

5%

Citizen Survey: 34%

Citizen Survey: 33%

Citizen Survey: 7%

Citizen Survey: 33%

Citizen Survey: 6%

Citizen Survey: 4%

City Operations and Services

19

Just over half of business operators are pleased with the overall direction the City is taking and think the City the City listens to businesses.

Q15. 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 [INSERT ITEM]? Base: All Respondents (n=300); 2010 (n=300)

13%

14%

10%

0%

7%

11%

45%

52%

44%

0%

41%

49%

58%

66%

54%

N/A

48%

60%

2013

2010

2013

2010

2013

2010

Strongly agree Somewhat agree

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

The City keeps me informed

The City listens to businesses

Citizen Survey % Agree

69%

67%

55% (*listens to

citizens)

Most businesses are satisfied with the overall level and quality of services provided by the City of Victoria.

Q13. How satisfied are you with the overall level and quality of services provided by the City of Victoria? Would you say (READ LIST)? Base: All Respondents (n=300); 2010 (n=300)

18%

17%

62%

66%

14%

10%

5%

7%

2013

2010

Very satisfied Somewhat satisfied Not very satisfied Not at all satisfied Don’t know

% Satisfied

% Dissatisfied

79% 19%

84% 16%

Citizen Survey:

91%

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

Q14. 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)

72%

74%

44%

43%

35%

0%

40%

40%

31%

30%

26%

27%

15%

13%

20%

17%

27%

24%

48%

47%

55%

0%

49%

51%

55%

55%

55%

56%

58%

58%

42%

55%

99%

99%

91%

91%

91%

N/A

89%

90%

86%

85%

81%

83%

73%

72%

62%

72%

2013 (n=225)

2010 (n=241)

2013 (n=264)

2010 (n=264)

2013 (n=172)

2010

2013 (n=283)

2010 (n=292)

2013 (n=297)

2010 (n=294)

2013 (n=285)

2010 (n=294)

2013 (n=217)

2010 (n=236)

2013 (n=173)

2010 (n=174)

Very satisfied Somewhat satisfied

Fire Department services

Business licensing

City Website

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

Lighting, condition, and maintenance of streets and sidewalks

Design of streets, public spaces, and boulevards

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

Building permits and inspections

Citizen Survey:

87%

Citizen Survey:

82%

Customer Service

23

The majority of businesses have contacted or dealt with a City employee in the past 12 months.

Q25. In the last twelve months, have you personally contacted or dealt with a City employee? Base: All Respondents (n=300); 2010 (n=300)

61%

39%

Yes

No

2010

61%

39%

Citizen Survey:

48%

While still positive, satisfaction with contact experiences shows some declines.

Q26. 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=183); 2010 (n=182)

39%

54%

53%

68%

39%

55%

42%

42%

34%

48%

37%

57%

30%

43%

28%

28%

30%

23%

42%

31%

39%

38%

38%

32%

32%

30%

34%

30%

67%

82%

83%

91%

81%

86%

80%

81%

72%

81%

69%

87%

64%

74%

2013

2010

2013

2010

2013

2010

2013

2010

2013

2010

2013

2010

2013

2010

Strongly agree Somewhat agree

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

Citizen Survey:

81% Satisfied

Financing

26

The majority of businesses believe they receive good value for their municipal tax dollars.

Q16. 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=300); 2010 (n=300)

11%

49%

22%

11%

6%

Very good value

Fairly good value

Fairly poor value

Very poor value

Don’t know

2010

13%

58%

17%

11%

1%

Good Value 2013: 60% 2010: 71%

Poor Value 2013: 34% 2010: 28%

Citizen Survey:

79%

Attitudes have changed since 2010: businesses operators now prefer service cuts over tax increases.

Q17. 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=300); 2010 (n=300)

12%

24%

31%

13%

15%

5%

Increase taxes - to enhance or expand services

Increase taxes - to maintain services at currentlevels

Cut services - to maintain current tax level

Cut services - to reduce taxes

None

Don't know

2010

18%

35%

25%

11%

8%

3%

Increase Taxes 2013: 36% 2010: 53%

Cut Services 2013: 44% 2010: 36%

Citizen Survey:

60%

Citizen Survey:

26%

Communications

29

There is room to increase the amount of information disseminated to businesses.

Q21. In your opinion, does your business currently receive information from the City? Base: All Respondents (n=300); 2010 (n=300)

1%

44%

52%

3%

Too much

Just the right amount

Too little

Don't Know

2010

1%

54%

42%

3%

Citizen Survey:

45%

Businesses are interested in receiving a wide range of information from the City.

Q23. Thinking about your business information needs, what kinds of information do you want the City to provide you with? Base: All Respondents (n=300); 2010 (n=300)

11%

10%

9%

9%

8%

7%

7%

6%

6%

6%

6%

6%

5%

3%

2%

17%

18%

City needs to communicate/ provide information to business

Budget/municipal government spending

Provide future development plans

Future infrastructure work

Financial/ business information (trends, no. of competitors, etc)

Downtown (activities, cleanliness, safety)

Activities/ plans in my community/ neighbourhood

Provide timely/accurate/ easy to understand/ complete information

By-laws

Festivals/ events

Transportation issues (parking, traffic, general transportation)

Notices/ proceedings of public/ city council meetings

Current projects/ services (unspecified)

Businesses/ community can be (more) involved in planning/ development

City statistics (demographics, economic, city, tourism stats, etc)

None/nothing

Don't Know

Citizen Survey:

17%

Includes mentions of 3% or more only.

Top Mentions 2010

3%

5%

10%

8%

2%

3%

3%

1%

6%

5%

8%

2%

2%

4%

10%

25%

7%

Businesses prefer to provide input to the City electronically.

Q24. There are a number of different ways the City can consult with businesses 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 very interested, somewhat interested, not very interested, not at all interested. Base: All Respondents (n=300)

34%

34%

22%

15%

16%

16%

5%

44%

39%

39%

40%

36%

26%

34%

78%

73%

61%

55%

52%

43%

39%

Online survey

Email input to staff or Council

Feedback form or comment card

Public meetings

Mail survey

Online discussion forum

Telephone survey

Very interested Somewhat interested

Citizen Survey:

72%

Citizen Survey:

53%

Citizen Survey:

61%

Just under half of businesses are aware of opportunities available to provide input to the City of Victoria, and 54% have done so.

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=300) q19bnew. Have you ever provided your feedback to the City of Victoria? Base: All Respondents (n=300) q19cnew. What is the main reason why you have not provided your feedback to the City of Victoria? Base: All not provided feedback (n=135)

44%

55%

1%

Yes

No

Don't Know

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

54%

45%

1%

Yes

No

Don't Know

Ever Provided Feedback to the City of Victoria

18%

13%

10%

7%

6%

6%

4%

3%

2%

2%

2%

I was not informed/ did not know I couldprovide feedback

No reason/No reason in particular/Nothingspecific

Did not know how to provide feedback

I was not aware of any issues

I was not asked to/ no request to providefeedback

I am busy/ too busy

Lack of time/ not enough time

It was not necessary/ no need

I am new to the City of Victoria/ just movedhere

It is a waste of time

Don't Know

Main Reasons for NOT Providing Feedback

*Mentions less than 2% not shown here

Citizen Survey:

53%

Citizen Survey:

52%