2008 Citizen Satisfaction Survey Results May 29, 2009

2008 Citizen Satisfaction SurveyResults

May 29, 2009

2

Purpose of Survey

1. Determine how satisfied citizens are with

county services, programs and quality of life

2. Identify county’s strengths and challenges

3. Develop action plans for improvement

3

Format of Survey

1. Survey was conducted by the Center for Survey Research, at the University of Virginia from (October-December 2008)

2. A telephonic survey with pre-notification letters sent to all listed phone numbers.

3. Telephone numbers included both cell-phone and landline

4. 30% response rate; 1,774 responses (approximately 330 responses per district) with a sampling error of + 2.7 percent

4

Magisterial District Responses

2008

Bermuda

Matoaca

Clover Hill

MidlothianDale334

335

356

343

351

5

Highlighted Areas

I. Quality of Life

II. County Government

III. Customer Service Index

IV. Taxes/Value for Tax Dollar

V. Normative Data

VI. Successes

VII. Opportunities for Improvement

VIII.Post Survey Actions

6

I. Quality of Life

• Quality of life• Education provided by schools • A place to raise children• Key quality of life indicators• Safety in the county • Living in the county• Maintenance of roads

7

23.4%

68.4%

7.8%

0.4%

30.9%

63.3%

5.2%0.6%

30.0%

62.8%

6.8%0.4%

37.2%

56.8%

5.3%0.7%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2001 2004 2006 2008

Quality of LifeOverall, how would you rate the “Quality of Life” in Chesterfield County?

Excellent

Good

FairPoor

“Above” the national norm

Fair/Poor 8.2% 5.8% 7.2%

Good/Excellent 91.8% 94.2% 92.8%

6.0%

94.0%

8

28.9%

53.1%

14.6%

3.3%

38.5%

45.8%

12.8%

2.9%

36.8%

49.0%

10.5%

3.7%

43.5%

43.5%

10.7%

2.3%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2001 2004 2006 2008

Quality of Life

Excellent

Good

Fair

Poor


How would you rate the education provided by Chesterfield County Public Schools?

Fair/Poor 18.0% 15.7% 14.2%


13.0%

87.0%

9

27.6%

60.9%

10.4%

1.1%

39.5%

52.8%

6.8%0.9%

38.8%

53.1%

6.9%

1.2%

46.7%

46.2%

5.4%

1.7%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2001 2004 2006 2008

Quality of Life

Excellent

Good

FairPoor


How would you rate Chesterfield as a place to raise children?

Fair/Poor 11.5% 7.7% 8.1%


7.1%

92.9%

10

12.8%

51.0%

23.8%

12.4%

7.6%

55.2%

30.0%

7.2%

6.9%

50.0%

32.4%

10.7%

8.2%

46.2%

31.0%

14.5%

4.7%

48.6%

32.7%

14.0%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Availability ofsafe, affordable

housing

Cost of Living JobOpportunities

Ease of Startinga New Business

Balance-Business and

ResidentialDevelopment

“Above” national norm

“Below” national norm

“Below” national norm

Excellent

Good

Fair

Poor

Overall, how would you rate the following aspects of quality of life in Chesterfield County:

Quality of Life

Fair/Poor 36.2% 37.2% 43.1% 45.5%

Good/Excellent 63.8% 62.8% 56.9% 54.4%

46.7%

53.3%

11

Quality of LifePlease rate how you feel about your personal safety in the following areas:

66.7%

31.1%

1.5%0.6%

46.9%

45.5%

6.1%

1.6%

40.2%

56.3%

3.3%

0.2%

10.7%

41.4%

37.0%

11.0%

28.3%

65.8%

5.5%

0.5%

41.7%

54.8%

3.4%

0.1%

63.6%

34.3%

1.9%0.2%

27.8%

65.0%

6.3%

0.9%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

YourNeighborhoodduring the day

YourNeighborhood

at Night

Parks duringthe day

Parks at night ShoppingAreas

Schools Your Home Roads whileyou travel

“Similar to” national

norm

“Above” national

norm

“Below” national

norm


norm

“Above” national

norm

Unsafe/Very Unsafe 2.1% 7.7% 3.5% 48.0% 6.0% 3.5% 2.1% 7.2%

Safe/Very Safe 97.8% 92.4% 96.5% 52.1% 94.1% 96.5% 97.9% 92.8%

Very Safe

Safe

Unsafe

Very Unsafe

12

Using a 10-point scale (10 being best), how much do you like living in Chesterfield County?

Quality of Life

80.5%

19.5%

87.9%

12.1%

87.0%

13.0%

88.8%

11.2%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2001 2004 2006 2008

Favorable Unfavorable

13

How would you rate the maintenance of roads in Chesterfield County? (snow removal, fixing potholes, mowing, repaving, and signs)

5.2%

39.3%

27.9%

18.3%

9.3%

6.2%

44.9%

34.3%

14.6%

9.2%

47.1%

31.6%

12.1%

13.2%

49.8%

27.3%

9.8%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2001 2004 2006 2008


Quality of Life

Fair/Poor 27.6% 48.9% 43.7% 37.1%

Good/Excellent 44.5% 51.1% 56.3% 62.9%

Excellent

Good

Fair

Poor

* 2001 scale included “Neither”

*

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II. County Government

• Access to board members• Employee ratings on:

• Knowledge• Timeliness• Courtesy• Follow through on promises• Ability to direct calls• Ethics and Integrity• Overall customer service

• Management of the county• Satisfaction with County Government

15

How would you rate access to your elected Board of Supervisors member?

County Government

10.3%

50.6%

28.7%

10.4%

10.9%

50.2%

27.4%

11.5%

11.0%

58.1%

22.7%

8.2%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2004 2006 2008

Fair/Poor 39.1% 38.9% 30.9%


Excellent

Good

Fair

Poor

16

County Government


norm

How would you rate Chesterfield County Employees on the following:

21.1%

64.5%

11.4%

2.9%

24.5%

53.5%

15.6%

6.4%

34.3%

52.7%

9.7%

3.2%

23.6%

51.1%

19.6%

5.7%

25.4%

53.9%

14.6%

6.1%

26.6%

58.2%

12.5%

2.7%

27.3%

56.5%

13.2%

3.0%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

EmployeeKnowledge

Timeliness Courtesy Followingthrough onPromises/

Commitments

Direct Calls Ethics &Integrity

OverallCustomerService

Fair/Poor 14.3% 22.0% 12.9% 25.3% 20.7% 15.2% 16.2%

Excellent/Good 85.6% 78.0% 87.0% 74.7% 79.3% 84.8% 83.8%

Excellent

Good

Fair

Poor

“Similar to” national

norm


norm


norm

17

How would you rate the quality of management of the county?

County Government

“Similar to” the national norm

4.3%

51.6%

34.0%

8.7%

1.4%

9.3%

53.6%

29.7%

7.4%

7.0%

56.4%

29.6%

7.0%

10.4%

61.6%

23.3%

4.7%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2001 2004 2006 2008Fair/Poor 10.1% 37.1% 36.6% 28.0%

Good/Excellent 55.9% 62.9% 63.4% 72.0%

Excellent

Good

Fair

Poor

*

* 2001 scale included “Neither”

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Using a 10-point scale (10 being very satisfied), how satisfied are you with the Chesterfield County government?

County Government


51.6%48.4%

65.8%

34.2%

60.2%

39.8%

70.4%

29.6%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2001 2004 2006 2008

Favorable Unfavorable

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Customer service index

III. Customer Service Index

Overall customer service index rating

Satisfaction w/county government Quality of services provided by county Employee customer service Quality of Life in the county Like living in the county

20

Customer Service Index

Very Dissatisfied Very Satisfied

Overall index rating

Satisfaction w/county government

Quality of services provided by county

Employee customer service

Quality of life in the county

Like living in the county

7.76

7.70

8.33

8.26

7.50

6.99

0 1 2 3 4 5 6 7 8 9 10

Index

21

V. Taxes/Value for Tax Dollar

• Value of services relative to taxes paid

• Amount of taxes paid

• Willingness to pay more taxes for additional or improved services

22

Taxes/Value for Tax Dollar


Taking into consideration the services provided by Chesterfield County, how satisfied would you say you are with the value of services provided relative to taxes paid?

11.8%

72.0%

13.5%

2.7%

11.3%

71.7%

14.1%

2.9%

16.1%

69.6%

11.4%

3.0%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2004 2006 2008

Dissatisfied/Very Dissatisfied 16.2% 17.0% 14.3%

Satisfied/Very Satisfied 83.8% 83.0% 85.7%

Very Satisfied

Satisfied

Dissatisfied

Very Dissatisfied

23

Taxes/Value for Tax DollarFrom your personal standpoint, are Chesterfield County taxes too high, too low or about right?

1.4%

58.1%

40.6%

1.4%

62.3%

36.3%

1.4%

60.3%

38.3%

0.7%

54.9%

44.4%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2001 2004 2006 2008

About Right

Too Low

Too High

24

Taxes/Value for Tax DollarHow willing would you be to pay more taxes to improve or add county services?

5.6%

55.1%

28.8%

10.5%

3.4%

35.8%

42.5%

18.3%

1.6%

38.6%

43.1%

16.7%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2004 2006 2008

Unwilling/Very Unwilling 39.3% 60.8% 59.8%

Willing/ Very Willing 60.7% 39.2% 40.2%

Very Unwilling

Unwilling

Willing

Very Willing

25

• 477 total jurisdictions*

• Questions matched - 46

• 19 local jurisdictions across Virginia

• Questions matched - 29

National Comparisons

Local Government Comparisons

VI. NORMATIVE DATAData provided by The National Research Center

*includes twelve in Canada

26

• 29 questions were “Above” the norm

• 5 questions were “Similar to” the norm

• 12 questions were “Below” the norm

National Comparisons

NORMATIVE DATA

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Questions that scored “Above” the National Norm1. Quality of life2. Police services3. Crime prevention programs4. Response time of the Police Department5. Response time of the Fire Department

6. Response time of EMS7. Fire and emergency medical services8. Recycling services9. Maintenance of roads in the county10. Public water and wastewater services11. Public library services12. Maintenance of libraries13. County parks14. Maintenance of parks15. Recreational programs and services16. Animal control services

17. Availability of medical and health services18. Services for children & youth19. Satisfaction with county government20. Satisfaction with value of services provided relative to taxes paid21. Education provided by county Public Schools22. Cleanliness and appearance of the county23. A place to raise children24. A place to live compared to other cities or counties

where you have lived25. Recreational opportunities in county26. Safety/In your neighborhood during the night27. Safety/In your home28. Availability of safe affordable housing choices29. Mental Health, Mental Retardation or Substance Use

services

NORMATIVE DATANational Comparisons

28

1. Preservation and protection of historic resources 2. Quality of governmental services 3. Management of the county 4. County employees on overall customer service 5. Safety/in your neighborhood during the day

Questions that scored “Similar to” the National Norm


29

Questions that scored “Below” the National Norm

1. Getting citizens views & opinions before making major decisions 2. Museums & historical sites 3. Job opportunities 4. Ease of starting a new business5. Safety/In county parks during the day 6. Safety/In county parks at night 7. Planning services 8. Social Services9. Services available for senior citizens 10. County employees on courtesy 11. County employees on knowledge about county services12. County employees on timeliness in responding to questions and concerns


30

Local Government Comparisons

Local Governments Include: Arlington County, VA; Stafford County, VA; Botetourt County, VA; Chesapeake, VA; Hanover County, VA; Prince William County, VA; Virginia Beach, VA; Newport News, VA; Spotsylvania County, VA; Albemarle County, VA; Chesterfield County, VA; James City County, VA; Roanoke, VA; Williamsburg, VA; Hopewell, VA; Lynchburg, VA; Staunton, VA; Northampton County, VA; Lexington, VA

• 21 questions were “Above” the norm

• 2 questions were “Similar to” the norm

• 6 questions were “Below” the norm

NORMATIVE DATA

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1. Quality of life*2. Police services*3. Crime prevention programs*4. Recycling services*5. Maintenance of roads in the county*6. Public water and wastewater services*7. Public library services*8. County parks*9. Animal control services*10. Availability of medical and health services*11. Services for children & youth*

Questions that scored “Above” the Local Government Norm

12. Quality of governmental services 13. Satisfaction with the value of services provided relative to taxes paid*14. Education provided by county Public Schools*15. Cleanliness and appearance of the county*16. Job opportunities in the county 17. A place to raise children*18. A place to live compared to other cities or counties where you have lived*19. Recreational opportunities in county*20. Availability of safe affordable housing*21. Safety/In your neighborhood during the night*

NORMATIVE DATALocal Government Comparisons

* Also scored “Above” the National Norm

32

1. County services available for senior citizens 2. Employees on courtesy

Questions that scored “Similar to” the Local Government Norm


33

1. Employees on overall customer service 2. Employees on knowledge about county services 3. Getting citizens views & opinions before making major

decisions 4. Safety/In your neighborhood during the day 5. Safety/In county parks during the day6. Safety/In county parks at night

Questions that scored “Below” the Local Government Norm


34

Five Highest Scoring Areas

2008

1. Safety in the home

2. Safety in neighborhoods during the day

3. Fire and emergency medical services

4. Location of fire stations

5. Maintenance of libraries

VII. Successes

35

Five Lowest Scoring Questions

2008

1. Willingness to pay additional taxes to improve or add county services

2. Access to rail passenger service

3. Tourism

4. Getting citizens’ views and opinions before making major decisions

5. Planning services

VIII. Opportunities for Improvement

36

IX. Post Survey Actions

Communication:– Present to Leadership Team– Present to Board of Supervisors– Present to Directors– Communicate to Employees– Post results to Internet/Intranet– Communicate to public

Action Items:– Quality Office will provide deputies, chiefs and county

administrator with department questions and results• Departments identify targets for their questions and action

plans for improvement where appropriate– Deputies, chiefs and county administration directors will

review action plans and provide progress reports to the leadership team in December

Documents

2008 Citizen Satisfaction Survey Results May 29, 2009