Memorandum

To: From:

Village President Barkemeyer and Board of Trustees Maria Lasday, ViUage Manager

CC: Village Attorney, Victor Filippini Date: April 11, 2014 Re: 2013 Citizen Survey

Administrative Intern Cory Paris Plasch reviewed the 2013 citizen surveys. She noted the following comments:

1. Last year 42 residents participated. This year 18 residents participated.

2. Although the scale has been 1-5, three scores of 10 for the Police Department had been included previously. This resulted in scores over 5 in the past. This year we did not have any scores of 10 included in the completed surveys. Because of the anonymous nature of the survey, it's impossible to determine if that resident did not take the survey this year, or if they took it online where a value of 10 was not a possible option. As a result, although on the surface it appears that the Police Department's score went down this year, if the 10's given to the Police Department from last year are removed, the Police Department's average scores were 4.78, 4.68, and 4.67. The average scores this year of 4.83 in all categories actually reflect an increase in resident satisfaction from last year.

3. In previous years, two entire survey responses, the one with the lowest overall score and the one with the highest overall score, were dropped. This year, the highest and lowest score per question were dropped instead. An alternative method was done to assure a more accurate overall representation of resident satisfaction within the adjusted average. Under the previous method, the lowest overall surveys often had some areas that scored a 4 or 5, but these scores were dropped, while a score of 1 or 2 from another survey response remained in the adjusted average.

4. Because surveys in the past were on paper, residents had the option of adding increments to the scores, for example choosing a 3.5 instead of a 3 or a 4. Because the survey was done online by some of the residents, this was not an option this year. Therefore, the results may have been affected, which highlights an important difference between the online and paper surveys.

5. We asked residents to rate Special Events for the first time this year. Unfortunately, we only received a minimal response since the way the online survey only provided the option of rating the event if a person attended the event. As a result, the number of responses on some questions was very small. Therefore, the results reflect the number of responses per question, not an adjusted average because of the small sample size.

Bannockburn 2014 Annual Citizen Survey (for 2013) Results 18 Responses Received

Rating Scale l - Ve1 Dissatisfied; 2 - Dissatisfied; 3 ~Neutral; 4 - Satis fled; 5 - Ve 'Satisfied

Category Services Provided

Public Infonnation & Communication Interactions with Village Government

Perception of Bannockburn Bannockburn Green Retail Center

Sub Categories

Quality of Content in Newsletter Overall effectiveness of Village Communication

Quality of Village Staffs Customer Service for Knowledge Quality of Village Staffs Customer Service for Courtesy

Quality of Village Staffs Customer Service for Efficiency Quality of Police Department's Customer Service for Helpfulness Quality of the Police Department's Customer Service for Courtesy

Quality of Police Department's Customer Service for Efficiency

Board of Trnstees PCZBA

ARC

Bannockburn as a Place to Live Appearance of Village Entrance Signs

Appearance of Village Entrance Pillars and Fences Appearance of Village Entrance Garden Club Flowers

Appearance of Holiday Lights Value Received for Village Taxes

Value Received for Fees Paid

Parking & Access to Bannockburn Green Retail Center Stores Quality of Bannockburn Green Retail Center Retail Stores

Qualitv of Bannockburn Green Retail Center Restaurants

Car Show at Bannockburn Green (Responses- 5) Battle of Bannockburn BBQ Challenge (Responses- 9)

Bannockburn Day (Responses- 8) Golf Scramble (Responses- 6)

Havride Sing-a-Long (Responses- 8)

Average of All 18 Average by Resnonses RemovinP: the

4.36 4.43

4.45 4.56

2.99 2.99 4.24 4.31

3.61 3.60

Average of All 18 Average by Resnonses Removinff the

4.39 4.50 4.17 4.25 4.33 4.50 4.22 4.38 4.28 4.44 4.83 4.94 4.83 4.94 4.83 4.94

3.27 3.31 3.00 3.00 2.69 2.67

4.63 4.71 4.24 4.27 4.24 4.27 4.29 4.47 4.13 4.31 4.06 4.07 4.06 4.07

4.29 4.33 3.35 3.33 3.18 3.13

3.80 4.56 4.13 4.50 4.25

(Average Respondent Score)

Battle of Bannockburn BBQ: Good food. Enjoyable. Nice event- very well run/managed this year. Great side events- MASSAGE!!!!! Good event!

Golf Outing: Great time- excellent prizes- can we get better weather next year?

Hayride Sing-a-Long: Please do this again- it was wonderfully festive. Well organized. So sweet- lovely event!

General comments: We could not make the day of the Golf Scramble but we enjoy it every year! Missed Bannockburn Day this year- but ALWAYS a fun day! We love our home. We need more than three restaurants. I'd like to discuss the easement we granted for bus service. We had it for a few years-

and now the buses are "too big for our street". I believe this relates to the hard sell on our street on our street the principal has yet to call me back - Dangerous off 22.

Bannockburn Citizen Survey (Calendar Year 2013)

Safety within the Village Police Visibility: Storm water management. Landscape maintenance inpublic Street:- maint~nance (repaired and in Path - maintenance (repaired .and in Public areas ~ maintenar:ice (repaired Street .-.cleanliness Path,. c1eanll.ness Public areas - cleanliness Street .. Snow Removal Path· - Snow.Removal Public areas - Snow Removal

' \,' :",',<,,''

Navigating Village's website Quality ()fcontent in Village Newsletter Overall effectivness of Villa e

Quality of Village Staff's Service -Quality of Village Staff's Customer -Quality of Village Staff's Customer -

~~~~lif~fl;~;~~{~;fJ{~~,~~i~~~~~j

6 9 11 10 10 11 10 10 8 6 9 9 9

7 0 5 0 4 0 7 1 6 3 5 2

2 1 2 2 2 1 2 3 2 1

Very Dissatisfied

0 0 0 0 0 0 1 0 0 0 0 0 3 0 0 0

Very Dissatisfied

0 0 0

Very Dissatisfied

1 1

0 0 0 18 1 18 0 18 0 18 0 18 0 18 0 18 0 18 0 18 0 18 2 18 0 18 0 18 2 18

Total

83 85 86 67 78 81 75 81 79 74 81 77 59 78 79 72

Total

66 79 75

78 76 77

Average

4.61 4]2 4.78 3.94 4.33 4.5

4.17 4.5

4.39 4.11 4.5

4.28 3.69 4:33 4.39 4.5

Avg

4.13 4.39 4.17

4.33 4.22 4.28

Avg hi/lo

4.63 4.75 4.81

4 4.38 4.56 4.31 4.56 4.5 4.19 4.56

4.375 3]9 4.38 4A4 4.57

Avg I'll/lo

4.14 4.5 4.25

4.5 4.38 4.44

RESULTS OF SURVEY RESPONDENTS

Ban11ockbum as a place to live Appearance of Village entrances -Appearance of Village entrances -Appearance of Village entrances ;.. Appearance of Village entrances -Value received for Village taxes Value received for Villa e fees

Parking and access to stores Quality of retail stores Quali of restaurants

~~~~~~~i~~~

aid

87 87 87

49 39 35

74 72 72 73 62 69 65

73 57 54

4.83 4.83 4.83

327 3

2.69

4.63 4.24 424 4.29 4.13 4.06 4.06

4.29 3.35 3.18

4.94 4.94 4.94

4.71 4.27 4.27 4.47 4.31 4.07 4.07

4.33 3.33 3.13

12:22 AM Nice event- very well run/managed this year. Great side events- MASSAGE!!!!! Mar 17; 2014 9:30 PM Good event!

Great time- excellent prizes- can we get better weather next year?

Please do this again- it was wonderfully festive. Well Arn<>ni·7 or1

2 Mar ~8,2014 12:24 AM· So sweet- lovely event!

2 Mar 18, 201412:28.AM lbjomomma39@aol.com 3 Mar 17, 2014 11r41 PM gjcmbq6@comcast.com

could not make the day of the Scramble but we enjoy it every year! Mar18, 12:28 AM Missed Bannockburn Day this year- but ALWAYS a fun day! Mar .17, 2014 10:47. PM We love our home. We need more than three restaurants. Mar17, 2Q14.9.:41PM I'd like to discuss the easement we granted for bus service. We had it for a few years- and now the buses are "too big for our street". I believe this relates to the hard sell on our street the principal has YET to call me back- Dangerous off 22-

2 Mar18, 3 Mar 18, 2014 4 Mar 18, 2014 5 Mar 18, 2014 AM 6 M~r 18, 2014 l2~05.AM 7 Mar 17, 2014 11:43 PM 8 Mar 17,2014.11:34.PM 9 Mar 17, 201410:48PM

10 Mar 17, 2014 10:34 PM 11 Mar17,20149:42PM 12 Mar 17, 2014 9:33 PM 13 Feb 28, 2014 1 :12 AM 14 Feb.20, 2014 3:19AM 15 Feb 19, 20l4 3•15 PM 16 Feb 19, 2014 3:09 PM 17 Feb 15, 20141:49 PM

4 21 20 14 4

19 27

3 11 38 28 23 10 34 38 10 17

Email Voice Message to Home fJhone Radio Voice Message to CeUPnone Text Message Other

Mai;26~ 2014 team1johnson@comcast.net 2 Mar:18, 20141:23 AM eisilver@aol.com 3 Mar18;:201412z59 AM 4 Mar 18,2014 12:47 AM 5 Mar 18}201412:29 AM lbjomomma39@aol.com 6 Matl8,20l4 12:05AM alch1655@comcast.net 7 Mar17,201411:43PM 8 f!,1ar p,.20.14 10:48PM 9 Mat17, 201410:34 PM

10 Mar17,20149:33 PM J.McShane@McShane.com

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847-421-9240 847-421-9240

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Answer Options

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Mar26, 20141:29 PM Johnson Mar 18, 20141:23 A.M Earl Silver

Mar 18, 2014.12:59 AM Hiroko Kizawa Mar 18, 201.4 12:05 AM Alch Mar 17, 201411:43 PM Davis Mar 17, 2014 10:48 PM Danrels Mar 17, 2014 10:34 PM Ron and Karen Kinder Mar 17, 2014 9:42 PM Lorrie Daube Mar 17, 2014 9:33 PM Jim Mcshane Feb 20, 2014 3:19 AM Guess Who???

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