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2019 Citizen Survey Results

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2019 Citizen Survey Results

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2019 Citizen Survey Results

  1. 1. City of College Station 2019 Citizen Survey Results N a t i o n a l S e r v i c e Re s e a r c h
  2. 2. CITY COUNCIL STRATEGIC PLAN Good Governance Goal: The city is governed in a transparent, efficient, accountable and responsive manner on behalf of its citizens. Actions: The city will conduct regular citizen surveys about city services and priorities.
  3. 3. NATIONAL SERVICE RESEARCH • Conducted Parks Needs Assessment last fall. • Conducted College Station citizen surveys in 2012 and 2016. About NSR • Founded in 1989 and headquartered in Fort Worth • Clients include City of Dallas, City of Fort Worth, TCU, DFW Airport, Texas Department of Public Safety, U.S. Department of Commerce, TxDOT, Coca-Cola, and Anheuser-Busch.
  4. 4. METHODOLOGY • 8,000 surveys were mailed to random city addresses proportionately selected within four geographic areas. • Households had the option to complete the survey online. • Widely publicized through traditional media, social media, direct mail, promotional video, newsletters, website.
  5. 5. • Surveys were mailed March 25. The cut-off date was May 12. • 1,236 responses were received (380 mailed, 856 online). • The margin of error of this sample size at a 95 percent confidence level was +/- 2.8 percent. • About 22% of the respondents were college students. METHODOLOGY
  6. 6. GEOGRAPHIC DISTRIBUTION 28% 25% 30% 17%
  7. 7. • Peer cities’ populations range between 60,000-180,000. College Station’s April population was estimated at 121,994. • The peer city surveys were conducted from 2017-19: BENCHMARK CITIES McKinney (2019) Mesquite (2018) Flower Mound (2017) Tyler (2018) Round Rock (2018) New Braunfels (2017) Missouri City (2018) Baytown (2018) Pflugerville (2017) The Woodlands (2018) North Richland Hills (2018) Pearland (2017) Georgetown (2018) Denton (2018) Sugarland (2017)
  8. 8. CITY SERVICES % of respondents who selected EXCELLENT or GOOD 2019 2016 +/- Peers Texas Overall quality of city services 78 84 -6 80 78 Value of services for tax dollars 59 68 -9 59 57
  9. 9. CUSTOMER SERVICE % of respondents who selected EXCELLENT or GOOD 2019 2016 +/- Peers Texas What was your impression of the employee’s courtesy, knowledge and responsiveness? 85 85 -- 74 75 About 52% of respondents indicated they had contact with a city employee in the last 12 months. Those respondents were then asked about their experience.
  10. 10. COLLEGE STATION UTILITIES % of respondents who selected EXCELLENT or GOOD 2019 2016 +/- Peers Texas Water services 83 80 +3 74 72 Wastewater services 81 81 -- 76 74 Electric services 77 77 -- 81 78
  11. 11. SERVICE IMPORTANCE / QUALITY Rank % 2019 2016 +/- Peers Texas 1 95 Police department 86 86 -- 82 81 2 98 Managing traffic congestion 24 28 -4 42 43 3 98 Fire department 92 93 -1 91 90 4 99 Maintaining streets/roads 49 48 +1 53 51 5 83 Attracting business/jobs 63 67 -4 -- -- Ranking based on the % of respondents who rated item among three MOST important % of respondents who selected EXCELLENT or GOOD < Importance > <<<<<<<<<<< Quality >>>>>>>>>>
  12. 12. SERVICE IMPORTANCE / QUALITY Rank % 2019 2016 +/- Peers Texas 6 82 Biking/walking facilities 58 56 +2 59 62 7 97 Managing trash/recycling 86 84 +2 85 84 8 89 Enforcing traffic laws 66 63 +3 69 70 9 88 Retaining/supporting business 44 45 -1 -- -- 10 96 Managing storm water 70 68 +2 65 64 Ranking based on the % of respondents who rated item among three MOST important % of respondents who selected EXCELLENT or GOOD < Importance > <<<<<<<<<<< Quality >>>>>>>>>>
  13. 13. SERVICE IMPORTANCE / QUALITY Rank % 2019 2016 +/- Peers Texas 11 91 Appearance of parks 74 75 -1 80 81 12 78 Youth recreation programs 71 69 +2 64 63 13 77 Library services 72 75 -3 84 83 14 82 Code enforcement services 57 53 +4 60 56 15 71 Special events 79 74 +5 72 76 Ranking based on the % of respondents who rated item among three MOST important % of respondents who selected EXCELLENT or GOOD < Importance > <<<<<<<<<<< Quality >>>>>>>>>>
  14. 14. SERVICE IMPORTANCE / QUALITY Rank % 2019 2016 +/- Peers Texas 16 72 Senior citizen services 61 56 +5 62 57 17 64 Adult recreation programs 58 56 +2 59 58 18 56 Attracting tourism 62 62 -- -- -- 19 77 Crime prevention education 55 50 +5 75 71 20 79 Animal control services 69 66 +3 72 68 Ranking based on the % of respondents who rated item among three MOST important % of respondents who selected EXCELLENT or GOOD < Importance > <<<<<<<<<<< Quality >>>>>>>>>>
  15. 15. SERVICE QUALITY 23 city services measured 7 significant improvement 13 statistically unchanged 3 slight decline
  16. 16. IMPORTANCE SUMMARY 20 city services measured +80% 12 services +60% 19 services -59% 1 service
  17. 17. BENCHMARK SUMMARY 16 city services comparable to benchmark cities 6 higher than peers 5 equal to peers 5 lower than peers
  18. 18. IMPORTANCE vs. QUALITY GAPS Rank Qual. Imp. GAP 1 Managing traffic congestion 24 98 -74 2 Maintaining streets/roads 49 99 -50 3 Retaining/supporting business 44 88 -44 4 Managing storm water 70 96 -26 5 Code enforcement services 57 82 -25
  19. 19. IMPORTANCE vs. QUALITY GAPS Rank Qual. Imp. GAP 6 Biking/walking facilities 58 82 -24 7 Enforcing traffic laws 66 89 -23 8 Crime prevention education 55 77 -22 9 Attracting business/jobs 63 83 -20 10 Parks appearance 74 91 -17
  20. 20. SERVICE PRIORITIZATION Increase Efforts Higher importance Lower quality Traffic congestion Street maintenance Support businesses Stormwater drainage Code enforcement Bike/walking facilities Enforcing traffic laws Crime prevention Attracting business GAP – importance exceeds quality by a large %
  21. 21. SERVICE PRIORITIZATION Maintain Efforts High importance High quality Parks appearance Animal control Trash/recycling Senior citizen services Police services Youth programs Adult programs Fire services Library services GAP – importance exceeds quality by a smaller %
  22. 22. SERVICE PRIORITIZATION Exceeds Expectations Lower importance High quality Attracting tourism Special events GAP – quality exceeds importance
  23. 23. QUALITY OF LIFE % selecting EXCELLENT or GOOD 2019 2016 +/- Peers Texas As a place to live 88 91 -3 85 86 Neighborhood as a place to live 86 86 0 80 81 As a place to raise a family 87 89 -2 80 78 As a place to retire 69 74 -5 69 69
  24. 24. QUALITY OF LIFE % selecting EXCELLENT or GOOD 2019 2016 +/- Peers Texas As a place to work 75 80 -5 69 68 As a place to do business 71 79 -8 69 68 Image and reputation 84 87 -3 76 78 College Station rated higher than peers and Texas cities in six of the seven categories and were equal in the other.
  25. 25. % selecting VERY or SOMEWHAT LIKELY 2019 2016 +/- Peers Texas Would you recommend College Station as a place to live? 87 91 -4 91 91 QUALITY OF LIFE % selecting STRONGLY or SOMEWHAT AGREE 2019 2016 +/- Peers Texas “College Station is moving in the right direction as a community” 76 85 -9 68 65
  26. 26. PUBLIC SAFETY % of respondents selecting SAFE or SOMEWHAT SAFE 2019 2016 +/- Peers Texas In general, how safe do you feel in your neighborhood? 95 96 -1 89 88 The number of respondents choosing safe (68%) was 9% higher than in 2016 (59%)
  27. 27. PUBLIC SAFETY % of respondents 2019 2016 +/- Crime is increasing 62 51 +11 Crime is decreasing 4 5 -1 Crime is staying the same 21 27 -6 13 percent responded that they don’t know
  28. 28. COMMUNITY CHARACTERISTICS 2019 Rank 2016 Rank 2019 2016 +/ - 1 1 Ease of car travel 95 96 -1 2 2 Medical/health facilities 98 99 -1 3 4 Quality affordable housing 84 86 -2 4 5 Appearance of community 97 98 -1 5 3 Job opportunities 91 94 -3 Ranking based on the % of respondents who rated item among three MOST important
  29. 29. COMMUNITY CHARACTERISTICS 2019 Rank 2016 Rank 2019 2016 +/ - 6 9 Neighborhood appearance 96 97 -1 7 6 Educational opportunities 94 96 -2 8 10 Sustainability/green issues 76 78 -2 9 8 Sense of community 91 92 -1 10 15 Availability of open space 89 89 -- Ranking based on the % of respondents who rated item among three MOST important
  30. 30. COMMUNITY CHARACTERISTICS 2019 Rank 2016 Rank 2019 2016 +/ - 11 7 Quality shopping 83 87 -4 12 12 Recreational opportunities 91 92 -1 13 13 Entertainment opportunities 89 91 -2 14 11 Business/service establishments 95 95 -- 15 14 Business opportunities 85 90 -5 Ranking based on the % of respondents who rated item among three MOST important
  31. 31. COMMUNITY CHARACTERISTICS 2019 Rank 2016 Rank 2019 2016 +/ - 16 17 Ease of bicycle travel 62 68 -6 17 16 Quality of new development 87 92 -5 18 18 Cultural activities 79 82 -3 19 19 Ways to participate in local gov’t 74 74 -- 20 20 Volunteer opportunities 70 73 -3Ranking based on the % of respondents who rated item among three MOST important
  32. 32. GROWTH AND DEVELOPMENT About 76% of respondents agree or strongly agree that growth and development have contributed positively to College Station’s quality of life. 18% 58% 17% 7% Strongly Agree Agree Disagree
  33. 33. City of College Station 2019 Citizen Survey Results N a t i o n a l S e r v i c e Re s e a r c h

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