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HomeMy WebLinkAbout18 - Citizen Satisfaction Survey QuestionnaireCITY OF NEWPORT BEACH CITY COUNCIL STAFF REPORT Agenda Item No. 18 November 13, 2007 TO: HONORABLE MAYOR AND MEMBERS OF THE CITY COUNCIL FROM: City Manager's Office Homer Bludau, City Manager 949/644 -3000 or hbludau@city.newport- beach.ca.us Administrative Services Department Dennis C. Danner, Administrative Services Director (949) 644 -3123 ddanner@city.newport-beach.ca.us SUBJECT: Citizen Satisfaction Survey Questionnaire— Revised Staff Report ISSUE: Should the City authorize the ETC Institute to issue the attached Revised Citizen Satisfaction Survey Questionnaire? RECOMMENDATION: Review the attached Revised Citizen Satisfaction Survey Questionnaire and, after making any necessary revisions, authorize the ETC Institute to issue the Survey of services provided to the residents and customers of the City of Newport Beach. DISCUSSION: On Saturday, March 24, 2007, the City Council held a Special Meeting in the Friends Room of the Central Library to consider establishing its priorities for the upcoming fiscal year (July 1, 2007 — June 30, 2008). Public input was obtained throughout the meeting. At a regular City Council Meeting held on April 24, 2007, the City Council formally adopted the priorities established at the Special Meeting of March 24`h. One of the priorities was defined as follows: Institute an Organizational Performance Improvement Effort through the Identification of service benchmarks and data gathering to measure organizational effectiveness. This priority was referred to the City Council Finance Committee to further define the initiative and to develop a scope of work and timeframe to achieve the objectives of the initiative. To date the City Council Finance Committee has held numerous meetings to discuss the initiative and determine how to proceed with the scope of work. Citizen Satisfaction Survey Questionnaire November 13, 2007 Page 2 On July 10, 2007, the City Council retained the services of Mr. Phil Batchelor to assist the City in implementing this initiative. It was determined that there were three key areas of the initiative as follows: Understand the level of satisfaction that the citizens and customers of the City of Newport Beach have with the City services that are being provided to them. 2. Establish goals for each of the program areas that the City provides by setting performance measurements that will provide competent, responsive and courteous services to the public in the most cost effective and efficient manner possible. 3. Perform an assessment of the existing service delivery systems to determine what actions should be taken to improve the overall productivity of the organization, systems, procedures, staffing, facilities and operations of the City of Newport Beach. Requests for Quotations (RFQs) were issued to various firms to conduct the Citizen Satisfaction Survey and, on October 9, 2007, the City Council awarded a contract to the ETC Institute to conduct the Citizen Satisfaction Survey. During the month of October staff, along with Mr. Batchelor, reviewed numerous versions of the Survey Questionnaire, to refine its use for Newport Beach. The Finance Committee met on November 9, 2007 to review and provide input for the survey questions and the Revised Survey is attached. In addition to this survey of residents, two (2) other surveys will be issued: the first to customers of the Planning and Building Departments and the second to business owners operating within the Community. In addition, the ETC Institute will advise the City on how to most effectively conduct a survey of the services provided by the internal operating departments within the City. FUNDING AVAILABILITY: The cost of the Survey is $19,855. Funds for this Survey are included in the current City Budget. Submitted by: Homer L. Blu au, City Manager Dennis C. Danner, Administrative Services Director Attachment: Draft Questionnaire CITY OF NEWPORT BEACH November, 2007 Dear Newport Beach Resident: The Newport Beach City Council believes your input on the enclosed survey is extremely imoortant. During the next few months, we will be making decisions that affect a wide range of City services, including public safety, parks and recreation, code enforcement, and others. To ensure that the City's priorities are aligned with the needs of our residents, we need to know what YOU think. We appreciate your time. We realize this survey takes some time to complete, but every question is important. The time you invest in this survey will influence dozens of decisions that will be made about the City's future. Your responses will also allow City leaders to identify and address the many opportunities and challenges facing the community. Please return your survey sometime during the next week. Your responses will remain confidential. Please return your survey in the enclosed postage -paid envelope. If you have any questions, please call the City Manager's Office at (949) 644 -3000. Thanks again for taking the time to better our community. Sincerely, Homer Bludau City Manager City Hall • 3300 Newport Boulevard • Post Office Box 1768 Newport Beach California 92658 -8915 • www.citynewport- beach.ca.us 2007 City of Newport Beach Community Survey ccom r Please take a few minutes to complete this survey. Your input is an important part of the City's on -going effort to identify and respond to the needs and concerns of residents. If you have questions, please call (949) 644 -3000. Major categories of services provided by the City of Newport Beach are listed below. Please rate each item on a scale of 1 to 5 where 5 means "very satisfied" and 1 means "very dissatisfied." How Satisfied are you with. Vel SaJsfied &Itlsfied [1604 Dissatsfiecb'cry Va./ Dis,,atisfied Doi Kiiovj A. Quality of police, fire and paramedic services 5 4 3 2 1 9 B Quality of City parks and recreation programs 5 A 3 2 1 9 9 and facilities On City beaches 5 4 3 2 1 C Maintenance of City streets and 5 4 3 2 1 9 9 Infrastructure D. Quality of City's water supply 5 4 3 2 1 9 E. Enforcement of City codes and ordinances 5 4 3 2 1 9 F Quality of customer service you receive from 5 4 3 2 1 9 ' City employees G Effectiveness of City communication with the 5 4 3 2 1 9 public Management of traffic flow on City streets H. (this does not include Interstates and other 5 4 3 2 1 9 hi hw I. Quality of the City's library system 5 4 3 2 1 9 J. Maintenance of the City's beaches and bays 5 4 3 2 1 9 2. From Question #1 above which THREE of the major categories of City services do you think should receive the most emphasis from City leaders over the next two years? [Write in the letters below using the letters from the list in Question 1 above]. 1st;_ 2nd;— 3rd._ 3. Items that may influence your perception of the City of Newport Beach are listed below. Please rate each item on.a scale of 1 to 5 where 5 means "very satisfied" and 1 means "very dissatisfied." How Satisfied are you with Very Satisfied Sa6Sfied Neutral Dissatsfiecb'cry Dissatisfied Doi t Knovv A. B. Walking in your neighborhood after dark 5 4 3 2 1 9 C. In City parks 5 4 3 2 1 9 D. On City beaches 5 4 3 2 1 9 E. In commercial and business areas after dark 5 4 3 2 1 4. Perceptions of Safety and Security. Using a scale of 1 to 5 where 5 means "very safe" and 1 means "very unsafe." please rate how safe you feel in the following situations: How safe .. you feel: Walking in your neighborhood during the day 5 4 3 2 1 Kiiov� 9 A. B. Walking in your neighborhood after dark 5 4 3 2 1 9 C. In City parks 5 4 3 2 1 9 D. On City beaches 5 4 3 2 1 9 E. In commercial and business areas after dark 5 4 3 2 1 9 Newport Beach 2007 Direction Finder® Survey — CCDRAFT 5. Public Safety Services. Using a scale of 1 to 5, where 5 means "very satisfied" and 1 means "very dissatisfied " glease rate vour satisfaction with each of the fDllowinq items: How .. . are you Maintenance of City parks 5 4 3 2 1 A. City efforts to prevent crimes 1 5 1 4 3 1 2 1 1 1 B. Enforcement of local traffic laws 5 4 3 2 1 C. How uickl lice respond to emergencies 5 4 3 2 1 D Frequency that police officers patrol your 5 4 3 2 1 I- neighborhood 3 2 1 9 F Availability of information about recreation programs E. Quality of local fire protection services 5 4 3 2 1 Fire prevention and education programs F. 5 4 3 2 1 provided by the City Quality of programs for adults 5 4 3 2 1 G How quickly fire personnel respond to 5 4 3 2 1 9 emergencies 9 H Quality of emergency medical! paramedic 5 4 3 2 1 9 services I. Quality of lifeguard services 5 4 3 2 1 9 6. Which TWO of the public safety services listed above do you think should receive the most emphasis from City leaders over the next two years? [Write in the letters below using the letters from the list in Question 5 above]. 1 SI: 2nd: Facility and Recreation. Please rate your satisfaction with each of the following items using a scale of •1 fn 5 whom 5 mm..c "vow mfiefimA" .na 4 mmnc "vom rlissafinfinrl " How A. . are you Maintenance of City parks 5 4 3 2 1 1 9 B. Number of City arks 5 4 3 2 1 9 C. Walking and biking trails in the City 5 4 3 2 1 9 D. Availability of City recreation facilities 5 4 3 2 1 9 E Outdoor athletic facilities (e.g., tennis, soccer, baseball, and flag football 5 4 3 2 1 9 F Availability of information about recreation programs 5 4 3 2 1 9 G. Quality of programs for youth 5 4 3 2 1 9 H. Quality of programs for adults 5 4 3 2 1 9 I. Quality of programs for seniors 5 4 3 2 1 9 8. Which TWO of the facility and recreation items listed above do you think should receive the most emphasis from City leaders over the next two years? [Write in the letters below using the letters from the list in Question 7 above]. 1 st: 2nd: 8. Approximately how many times did you or other members of your household visit a park in the City of Newport Beach during the past year? (1) None _ (4) 11 to 20 times _ (2) 5 times or less _ (5) More than 20 times (3) 6 to 10 times _ (9) Don't know Newport Beach 2007 Direction Finder@ Survey - CCDRAFT 10. Approximately how many times did you or other members of your household visit a beach in the City of Newport Beach during the past year? _ (1) None _ (4) 11 to 20 times (2) 5 times or less _ (5) More than 20 times (3) 6 to 10 times _ (9) Don't know 11. Approximately how many times did you or other members of your household visit a library in the City of Newport Beach during the past year? (1) None _ (4) 11 to 20 times (2) 5 times or less _ (5) More than 20 times (3) 6 to 10 times _ (9) Don't know 12. Citv Utilitv and General Services. Please rate your satisfaction with each of the following items using means --verif a scale of 1 to 5 where 5 means "very satisfied" Very and 1 means I've dissatisfied." Vely DO;) i How are you with: Satisfied Satisfied Neutial Dissatisfied Dissatisfied Knovv A.1 Residential trash collection services 5 4 1 3 1 2 1 1 9 B. Water service 5 4 3 2 1 9 C. I Wastewater services 1 5 1 4 1 3 1 2 1 1 1 9 13. Code Enforcement: Please rate your satisfaction with each of the following items using a scale or 1 to a where a means "very satisnea•' ana 1 means --verif aissansriea.-- Dissatisfied Know How Satisfied are you with. Satisfied 4 3 2 Dissatisfied Ki�ovv A Enforcement of the clean up of debris 5 4 3 2 1 9 on private property The City's efforts to keep you 5 4 3 2 1 B Enforcement of water quality 5 4 3 2 1 9 regulations C The quality of the City's NBTV 5 4 3 C Enforcement of the exterior 5 4 3 2 1 9 maintenance of residential property D. The City's website 5 D Enforcement of the exterior 5 4 3 2 1 9 4 maintenance of commercial prop e rty 2 1 9 Manager's newsletter E. Enforcement of animal control re s. 5 4 3 2 1 1 9 F. Enforcement of parking regulations 5 4 3 2 1 9 G Enforcement of Business Operating 5 4 3 2 1 9 Conditions 14. Which TWO of the code enforcement items listed above do you think should receive the most emphasis from City leaders over the next two years? [Write in the letters below using the letters from the list in Question 13 above]. 1st 2nd; 15. Communication. Please rate your satisfaction with each of the following items using a scale of 1 to 5 where 5 means "very satisfied" and 1 means "very dissatisfied." How Satisfied are you with. Satisfied Dissatisfied Know A The information you receive on how 5 4 3 2 1 9 our tax dollars are spent B The City's efforts to keep you 5 4 3 2 1 9 informed about local issues C The quality of the City's NBTV 5 4 3 2 1 9 programming D. The City's website 5 4 3 2 1 9 E The information from the City 5 4 3 2 1 9 Manager's newsletter Newport Beach 2007 Direction Finder® Survey — CCDRAFT 16. Which of the following do you use to get information about the City of Newport Beach? (check all that apply) _(1) Utility bill _(5) City website _(2) Local newspapers _(6) City cable channel _(3) Regional newspaper _(7) Other: _(4) City Manager's newsletter 17. Maintenance. Please rate your satisfaction with each of the following items using a scale of Ito 5 where 5 means "very satisfied" and 1 means "very dissatisfied." How Satisfied are you with. Satis))ed Satisfied NeLitial Dissatisfied Dissatisfied Know A. I ondition of major City streets 1 5 1 4 3 2 1 1 9 B Condition of streets in YOUR 5 4 3 2 1 9 D neighborhood 5 4 3 2 1 9 C Condition of street signs and traffic 5 4 3 2 1 9 E signals 5 4 3 2 1 9 D. Condition of sidewalks in your 5 4 3 2 1 9 F. neighborhood 5 4 3 2 1 9 E Attractiveness of streetscapes and 5 4 3 2 1 9 medians F. I Adequacy of City street lighting 5 4 3 2 1 9 G Cleanliness of City streets and other 5 4 3 2 1 9 public areas H Cleanliness of stormwater drains in 5 4 3 2 1 9 our neighborhood I. Cleanliness of City beaches 5 4 3 2 1 9 18. Which TWO of the maintenance items listed above do you think should receive the most emphasis from City leaders over the next two years? [Write in the letters below using the letters from the list in Question 17 above]. 1st. 2nE: 19. Have you contacted any department in the City of Newport Beach during the past year? _(1) Yes [answer Questions 19a -f] _(2) No [go to Question 201 19a. [Only if "YES" to Question 19] Which City Department did you contact most recently? _(01) Fire _(08) Recreation and Senior Services _(02) Planning _(09) City Manager's Office /City Council _(03) Building _(10) General Services/Refuse /Street Maintenance _(04) Police _(11) Finance/Licensing /Billing _(05) WaterA Vastewater _(12) City Clerk _(06) Public Works _(13) Other: _(07) Library Services 19b -f. [Only if "YES" to Question 19] Using a scale of 1 to 5 where 5 means "very satisfied" and 1 means "very dissatisfied," please rate your satisfaction with the City employees you contacted in the Department you selected above 10#19af with regard to the following: How Satisfied were you with, Very Satisfied NeLitial Dissatisfied . V�,ty Dofl I Know B. How easy they were to contact Satisfied 5 4 3 2 Dissatisfi6d 1 1 9 C. The way you were treated 5 4 3 2 1 9 D The accuracy of the information and 5 4 3 2 1 9 the assistance you were given E How quickly City staff responded to 5 4 3 2 1 9 our request F. How well your issue was handled 5 4 3 2 1 9 Newport Beach 2007 Direction Finder® Survey — CCDRAFT 4 20. Overall Ratings of the City. Using a scale of 1 to 5 where 5 means "excellent" and 1 means "poor," please rate the City of Newport Beach with regard to the following: How City would . of Newporl Beach: Asa place to live 1 5 1 4 3 Aveiage 2 1 Know 1 9 A.1 B. As a place to raise children 5 4 3 2 1 9 C. Asa place to work 5 4 3 2 1 9 D. Asa place to retire 5 4 3 2 1 9 E. Asa place to visit 5 4 3 2 1 9 F. As a City that is moving in the right direction 5 4 3 2 1 9 G.1 As a place that provides efficient deli of services 5 4 3 2 1 9 21. Do you feel that the City should expend tax dollars to continually monitor, assess and audit its services to strive for increased efficiency? _Yes No 22. Contracting Out of Services. Using a scale of 1 to 5 where 5 means "strongly agree" and 1 means DEMOGRAPHICS 23. Approximately how many years have you lived in the City of Newport Beach? _(1) Less than 5 years _(3) 11 -20 years _(2) 5 -10 years _(4) More than 20 years 24. Are you a year -round (10 months or more) or seasonal resident? _(1) Year -round _(2) Seasonal 25. What is your age? _(1) Under 25 years _(4) 45 -54 years _(6) 65 -74 years _(2) 25 -34 years _(5) 55 -64 years _(7) 75+ years _(3) 35 -44 years 26. What is your gender? _(1) Female _(2) Male 27. Do you own or rent your current residence? _(1) Own _(2) Rent 28. Which of the following best describes your racelethnicity? (check all that apply) _(1) Asian /Pacific Islander _(4) Black/African American _(2) White _(5) Hispanic/Latino /Spanish _(3) American Indian /Eskimo _(6) Other: 29. Would you say your total annual household income is: _(1) Under $50,000 _(3) $100,000 to $199,999 _(2) $50,000 to $99,999 _(4) $200,000 or more This concludes the survey. Thank you for your timel Please Return Your Completed Survey in the Enclosed Postage Paid Envelope Addressed to: ETC Institute, 725 W. Frontier Circle, Olathe, KS 66061 Your responses will remain completely confidential. The information printed on your address sticker will ONLY be used to help identify the level of satisfaction with City services in your area. If your address is not correct, please provide the correct information. Newport Beach 2007 Direction Finder® Survey - CCDRAFT CITY OF NEWPORT BEACH CITY COUNCIL STAFF REPORT Agenda Item No. 18 November 13, 2007 TO: HONORABLE MAYOR AND MEMBERS OF THE CITY COUNCIL FROM: City Manager's Office Homer Bludau, City Manager 949/644 -3000 or hbludau@city.newport- beach.ca.us Administrative Services Department Dennis C. Danner, Administrative Services Director (949) 644 -3123 ddanner@city.newport-beach.ca.us SUBJECT: Citizen Satisfaction Survey Questionnaire ISSUE: Should the City authorize the ETC Institute to issue the attached Citizen Satisfaction Survey Questionnaire? RECOMMENDATION: Review the attached Citizen Satisfaction Survey Questionnaire and, after making any necessary revisions, authorize the ETC Institute to issue the Survey of services provided to the residents and customers of the City of Newport Beach. DISCUSSION: On Saturday, March 24, 2007, the City Council held a Special Meeting in the Friends Room of the Central Library to consider establishing its priorities for the upcoming fiscal year (July 1, 2007 — June 30, 2008). Public input was obtained throughout the meeting. At a regular City Council Meeting held on April 24, 2007, the City Council formally adopted the priorities established at the Special Meeting of March 24`h. One of the priorities was defined as follows: Institute an Organizational Performance Improvement Effort through the Identification of service benchmarks and data gathering to measure organizational effectiveness.. This priority was referred to the City Council Finance Committee to further define the initiative and to develop a scope of work and timeframe to achieve the objectives of the initiative. To date the City Council Finance Committee has held numerous meetings to discuss the initiative and determine how to proceed with the scope of work. Citizen Satisfaction Survey Questionnaire November 13, 2007 Page 2 On July 10, 2007, the City Council retained the services of Mr. Phil Batchelor to assist the City in implementing this initiative. It was determined that there were three key areas of the initiative as follows: 1. Understand the level of satisfaction that the citizens and customers of the City of Newport Beach have with the City services that are being provided to them. 2. Establish goals for each of the program areas that the City provides by setting performance measurements that will provide competent, responsive and courteous services to the public in the most cost effective and efficient manner possible. 3. Perform an assessment of the existing service delivery systems to determine what actions should be taken to improve the overall productivity of the organization, systems, procedures, staffing, facilities and operations of the City of Newport Beach. Requests for Quotations (RFQs) were issued to various firms to conduct the Citizen Satisfaction Survey and, on October 9, 2007, the City Council awarded a contract to the ETC Institute to conduct the Citizen Satisfaction Survey. During the month of October staff, along with Mr. Batchelor, reviewed numerous versions of the Survey Questionnaire, to refine its use for Newport Beach. The Finance Committee met on November 9, 2007 to review and provide input for the survey questions. The draft Questionnaire is attached to this staff report. FUNDING AVAILABILITY: The cost of the Survey is $19,855. Funds for this Survey are included in the current City Budget. Submitted by : Homer L. Blu au, City Manager Attachment: Draft Questionnaire Dennis C. Danner, Administrative Services Director 2007 City of Newport Beach Community Survey FCDRAFT Please take a few minutes to complete this survey. Your input is an important part of the City's on -going effort to identify and respond to the needs and concerns of residents. If you have questions, please call (949) 644 -3000. Major categories of services provided by the City of Newport Beach are listed below. Please rate each item on a scale of 1 to 5 where 5 means "very satisfied" and 1 means "very dissatisfied." How are you with. Very Satisfied Satisfied NeLit(al Dissatisfied Very Dissatisfied Do.q t Know A. Quality of police, fire and paramedic services 5 4 3 2 1 9 B. Quality of City parks and recreation programs 5 4 3 2 1 9 and facilities C. Maintenance of City streets and 5 4 3 2 1 9 Infrastructure D. Quality of City's water supply 5 4 3 2 1 9 E. Enforcement of City codes and ordinances 5 4 3 2 1 9 E Quality of customer service you receive from 5 4 3 2 1 9 City employees G Effectiveness of City communication with the 5 4 3 2 1 9 public Management of traffic flow on City streets H. (this does not include Interstates and other 5 4 3 2 1 9 highways) I. Quality of the City's library system 5 4 3 2 1 9 J. Maintenance of the City's beaches and bays 5 4 3 2 1 9 2. From Question #1 above which THREE of the major categories of City services do you think should receive the most emphasis from City leaders over the next two years? [Write in the letters below using the letters from the list in Question 1 above]. 1gt: 2 "d: Std: 3. Items that may influence your perception of the City of Newport Beach are listed below. Please rate each item on a scale of 1 to 5 where 5 means "very satisfied" and 1 means "very dissatisfied." How S Satisfied are you with. S Very S Satisfied N Neutral D Dissatisfied V Very D Don t Appearance of the City ®vo © ©oiiiiii� How well the City is planning g. © ©vo © ©oio' . 4. Perceptions of Safety and Security. Using a scale of 1 to 5 where 5 means "very safe" and 1 means "very unsafe," please rate how safe you feel in the following situations: Veiy Safe Safe Ne�itfial Unsafe Very Unsafc. Don t How safe .. you feek Know A. Walking in your neighborhood during the day 5 4 3 2 1 9 B. Walking in your neighborhood after dark 5 4 3 2 1 9 C. In City parks 5 4 3 2 1 9 D. On City beaches 5 4 3 2 1 9 E. In commercial and business areas after dark 5 4 3 2 1 9 Newport Beach 2007 Direction Finder® Survey — FCDRAFT Newport Beach 2007 Direction Finder® Survey — FCDRAFT 5. Public Safetv Services. Using a scale of 1 to 5, where 5 means "very satisfied" and 1 means "very dissatisfied," please rate vour satisfaction with each of the following items: How are you with Very Satisfied Satisfied Neutral Dissatisfied Ve: y Dissatisfied Doi'. t Kricoi A. I ity efforts to prevent crimes 5 4 3 2 1 9 B. Enforcement of local traffic laws 5 4 3 2 1 9 C. How quickly police respond to mergencies 5 4 3 2 1 9 D Frequency that police officers patrol your 5 4 3 2 1 9 2 neighborhood 9 G. Quality of programs for youth 5 4 3 E. Quality of local fire protection services 5 4 3 2 1 9 F Fire prevention and education programs 5 4 3 2 1 9 2 provided b the City 9 G How quickly fire personnel respond to 5 4 3 2 1 9 emergencies H Quality of emergency medical! paramedic 5 4 3 2 1 9 services I. Quality of lifeguard services 5 4 3 2 1 9 6. Which TWO of the public safety services listed above do you think should receive the most emphasis from City leaders over the next two years? [Write in the letters below using the letters from the list in Question 5 above]. 1 sL 2nd: 7. Facility and Recreation. Please rate your satisfaction with each of the following items using a scale of 1 to 5 where 5 means "very satisfied" and 1 means "very dissatisfied." How are you with. A. 1 Maintenance of City parks Vet y Satisfied 1 5 Satisfied 1 4 NeLltral 1 3 Dissatisfied 111 2 Very Dissatisfilw�d 1 Doll t Knui� 9 B.1 Number of City arks 5 4 3 2 1 9 C.1 Walking and biking trails in the City 5 4 3 2 1 9 D.1 Availability of City recreation facilities 5 4 3 2 1 9 E Outdoor athletic facilities (e.g., tennis, soccer, baseball, and flag football 5 4 3 2 1 9 F Availability of information about recreation programs 5 4 3 2 1 9 G. Quality of programs for youth 5 4 3 2 1 9 H. Quality of programs for adults 5 4 3 2 1 9 I. Quality of programs for seniors 5 4 3 2 1 9 8. Which TWO of the facility and recreation items listed above do you think should receive the most emphasis from City leaders over the next two years? [Write in the letters below using the letters from the list in Question 7 above]. 1st: 2nd: 9. Approximately how many times did you or other members of your household visit a Pa rk in the City of Newport Beach during the past year? (1) None _ (4) 11 to 20 times _ (2) 5 times or less _ (5) More than 20 times _ (3) 6 to 10 times _ (9) Don't know Newport Beach 2007 Direction Finder® Survey — FCDRAFT 10. Approximately how many times did you or other members of your household visit a beach in the City of Newport Beach during the past year? _ (1) None _ (4) 11 to 20 times _ (2) 5 times or less _ (5) More than 20 times (3) 6 to 10 times _ (9) Don't know 11. Approximately how many times did you or other members of your household visit a library in the City of Newport Beach during the past year? (1) None _ (4) 11 to 20 times (2) 5 times or less _ (5) More than 20 times (3) 6 to 10 times _ (9) Don't know 12. Citv Utilitv and General Services. Please rate your satisfaction with each of the following items using a scale of 1 to 5 where 5 means "very satisfied" and 1 means "very dissatisfied." 13. Code Enforcement: Please rate your satisfaction with each of the following items using a scale of 1 to 5 where 5 means "veLN satisfied" and 1 means "very dissatisfied." How are you with. Very Satisfied Satisfied Neutial Dissatisfied Vety Dissatisfied Doi? t Kmw A Enforcement of the clean up of debris 5 4 3 2 1 9 on private property B The City's efforts to keep you 5 4 B Enforcement of water quality 5 4 3 2 1 9 regulations C The quality of the City's NBTV 5 4 3 C Enforcement of the exterior 5 4 3 2 1 9 maintenance of residential property D. The City's website 5 4 3 D Enforcement of the exterior 5 4 3 2 1 9 2 maintenance of commercial ro ert 9 Manager's newsletter E. Enforcement of animal control re s. 5 4 3 2 1 9 F. Enforcement of parking regulations 5 4 3 2 1 9 G Enforcement of Business Operating 5 4 3 2 1 9 Conditions 14. Which TWO of the code enforcement items listed above do you think should receive the most emphasis from City leaders over the next two years? [Write in the letters below using the letters from the list in Question 13 above]. 1$`: 2ntl: 15. Communication. Please rate your satisfaction with each of the following Items using a scale of 1 to 5 where 5 means "very satisfied" and 1 means "very dissatisfied." How are you with. Very Satisfied Satisfied Neotial Dissatisfied Vejy Dissatisfied Don t Know A The availability of information about 5 4 3 2 1 9 City programs and services B The City's efforts to keep you 5 4 3 2 1 9 informed about local issues C The quality of the City's NBTV 5 4 3 2 1 9 programming D. The City's website 5 4 3 2 1 9 E The information from the City 5 4 3 2 1 9 Manager's newsletter Newport Beach 2007 Direction Finder® Survey - FCDRAFT 16. Which of the following do you use to get information about the City of Newport Beach? (check all that apply) _(1) Utility bill _(5) City website _(2) Local newspapers _(6) City cable channel _(3) Regional newspaper _(7) Other: _(4) City Manager's newsletter 17. Maintenance. Please rate your satisfaction with each of the following items using a scale of Ito 5 where 5 means "very satisfied" and 1 means "very dissatisfied." How are you with: Very Satisfied Satisfied Neatral Dissatisfied Very Dissatisfied Don t Know A. Condition of major City streets 5 4 3 2 1 9 B- Condition of streets in YOUR 5 4 3 2 1 9 E neighborhood 5 4 3 2 1 9 C I Condition of street signs and traffic 5 4 3 2 1 9 signals D Condition of sidewalks in your 5 4 3 2 1 9 neighborhood E Mowing and tree trimming along City 5 4 3 2 1 9 streets and other public areas F. Adequacy of City street lighting 5 4 3 2 1 9 G Cleanliness of City streets and other 5 4 3 2 1 9 public areas H Cleanliness of stormwater drains in 5 4 3 2 1 9 our neighborhood I. Cleanliness of City beaches 5 4 3 2 1 9 18. Which TWO of the maintenance items listed above do you think should receive the most emphasis from City leaders over the next two years? [Write in the letters below using the letters from the list in Question 17 above]. 1st 2nd. 19. Have you contacted any department in the City of Newport Beach during the past year? _(1) Yes [answer Questions 19a -f] _(2) No [go to Question 201 19a. [Only if "YES" to Question 19] Which City Department did you contact most recently? _(01) Fire _(08) Recreation and Senior Services _(02) Planning _(09) City Manager's Office /City Council _(03) Building _(10) General Services/Refuse/Street Maintenance _(04) Police _(11) Finance/Licensing /Billing _(05) WaterA Vastewater _(12) City Clerk _(06) Public Works _(13) Other: _(07) Library Services 19b -f. [Only if "YES" to Question 19] Using a scale of 1 to 5 where 5 means "very satisfied" and 1 means "very dissatisfied," please rate your satisfaction with the City employees you contacted in the Department you selected above (0#19a) with regard to the following: How 11 .1 Satisfied were you with: How easy they were to contact 1 Very Satisfied 5 Satisfied 1 4 1 Neutral Dissatisfed Vety Dissatisfied Don t Koow 9 C. The way you were treated 5 4 3 2 1 9 D The accuracy of the information and the assistance you were given 5 4 3 2 1 9 E How quickly City staff responded to our request 5 4 3 2 1 9 F. I How well your issue was handled 5 4 3 2 1 9 Newport Beach 2007 Direction Finder® Survey — FCDRAFT 4 20. Overall Ratings of the City. Using a scale of 1 to 5 where 5 means "excellent" and 1 means "poor," please rate the City of Newport Beach with regard to the following: How City would you rate the of Newport Beach: Excellent Good Neutral Below Average Poor Don't Know O� As a place to work As a place to retire As a place to visit DEMOGRAPHICS 21. Approximately how many years have you lived In the City of Newport Beach? _(1) Less than 5 years _(3) 11 -20 years _(2) 5 -10 years _(4) More than 20 years 22. Are you a year -round or seasonal resident? _(1) Year -round (live in Newport Beach 10 months or more per year) _(2) Seasonal (live in Newport Beach less than 10 months per year) 23. What is your age? _(1) Under 25 years _(4) 45 -54 years _(6) 65 -74 years _(2) 25 -34 years _(5) 55 -64 years _(7) 75+ years _(3) 35-44 years 24. What is your gender? _(1) Female _(2) Male 25. Do you own or rent your current residence? _(1) Own _(2) Rent 26. Which of the following best describes your racelethnicity? (check all that apply) _(1) Asian /Pacific Islander _(4) Black/African American _(2) White _(5) Hispanic/Latino /Spanish _(3) American Indian/Eskimo _(6) Other: 27. Would you say your total annual household income is: _(1) Under $50,000 _(3) $100,000 to $199,999 _(2) $50,000 to $99,999 _(4) $200,000 or more 28. [OPTIONAL] If you have any other suggestions to improve the quality of City services, please write your comments in the space provided below. This concludes the survey. Thank you for your time! Please Return Your Completed Survey in the Enclosed Postage Paid Envelope Addressed to: ETC Institute, 725 W. Frontier Circle, Olathe, KS 66061 Your responses will remain completely confidential. The information printed on the sticker to the right will ONLY be used to help identify the level of satisfaction with City services in your area. If your address is not correct, please provide the correct information. Thanks. Newport Beach 2007 Direction Finder® Survey — FCDRAFT