Citizen Survey 2013 by City of Lees Summit

City of Lee’s Summit 2013 Citizen Survey

…helping organizations make better decisions since 1982

Submitted to the City of Lee’s Summit, Missouri by: ETC Institute 725 W. Frontier Lane, Olathe, Kansas

Final Report

Contents Executive Summary ................................................................................................ i Section 1: Charts and Graphs................................................................................ 1 Section 2: Benchmarking Analysis ...................................................................... 30 Section 3: Importance-Satisfaction Analysis ...................................................... 43 Section 4: GIS Maps ............................................................................................ 61 Section 5: Tabular Data ..................................................................................... 170 Section 6: Survey Instrument............................................................................ 212

City of Leeâ&#x20AC;&#x2122;s Summit 2013 Citizen Survey

Overview and Methodology During October and November of 2013, ETC Institute administered a citizen survey for the City of Leeâ&#x20AC;&#x2122;s Summit. This was the third citizen survey administered by the City; previous surveys were conducted in 2004 and 2008. The purpose of the survey was to assess citizen satisfaction with the delivery of major city services and to help determine priorities for the community so that tax dollars are spent wisely. Methodology. A seven-page survey was mailed to a random sample of households in the City. The mailed survey included a postage paid return envelope, cover letter explaining the purpose of the survey and link to the online version of the survey (www.lssurvey.org). Approximately seven days after the surveys were mailed, residents who received the survey were contacted by phone. Those who indicated that they had not returned the survey or completed it online, were given the option of completing it by phone. The goal for the project was to complete 700 surveys; this goal was far exceeded, with a total of 919 surveys being completed. The results for the random sample of 919 households have a 95% level of confidence with a precision of at least +/- 3.2%. Location of Respondents. To better understand how well services are being delivered in different parts of the City, the home address of respondents to the survey were geocoded. The dots on the map to the right show the distribution of survey respondents based on the location of their home.

ETC Institute (2013)

Executive Summary Report

City of Leeâ&#x20AC;&#x2122;s Summit 2013 Citizen Survey Executive Summary Report

City of Lee’s Summit 2013 Citizen Survey

This report contains the following: • an executive summary • charts depicting the overall results of the survey along with comparisons to the results from previous surveys • benchmarking data that shows how the survey results for Lee’s Summit compare to other cities, including cities in Kansas and Missouri • an importance satisfaction analysis • GIS maps that show the results of selected questions on the survey • tabular data that shows the overall results for each question on the survey • a copy of the cover letter and survey instrument.

How Lee’s Summit Compares to Other Communities The City of Lee’s Summit rated at or above the national average in 50 of the 55 areas that were assessed and rated at or above the Kansas City Metro average in 52 of the 55 areas that were compared. The areas in which Lee’s Summit rated at least 10% above the national average are listed below: • • • • • • • • • • • • • • • • •

City employees were timely in their response (+30%) City employees resolved my issue to my satisfaction (+26%) Overall quality of City services provided (+26%) Answers provided by City employees was prompt, accurate and complete (+26%) How well the City is managing growth (+25%) City employees were courteous and polite (+23%) Maintenance of City streets/buildings/facilities (+21%) Quality of City communication (+20%) Feeling of safety in your neighborhood at night (+19%) Visibility of police in neighborhoods (+18%) Number of walking/biking trails (+18%) Availability of City programs/services information (+18%) Overall value received for City taxes/fees (+17%) Cleanliness of City streets & other public areas (+17%) Quality of parks/recreation programs/facilities (+15%) The number of City parks (+15%) The City's adult athletic programs (+15%)

ETC Institute (2013)

Executive Summary Report

Don’t Knows. The percentage of “don’t know” responses has been excluded from many of the graphs in this report to assess satisfaction with residents who had used City services and to facilitate valid comparisons with other communities in the benchmarking analysis. Since the number of “don’t know” responses often reflects the utilization and awareness of city services, the percentage of “don’t know” responses has been included in the tabular data in Section 4 of this report. When the “don’t know” responses have been excluded, the text of this report will indicate that the responses have been excluded with the phrase “who had an opinion.”

City of Lee’s Summit 2013 Citizen Survey

Quality of customer service from City employees (+14%) Visibility of police in retail/business areas (+13%) Clean up of litter & debris (+13%) City's efforts to keep you informed (+13%) Overall quality of local police protection (+13%) Quality of fire/ambulance services (+12%) Overall quality of life in the City (+10%)

The City of Lee’s Summit rated below the national average in 5 of the 55 areas that were assessed and rated below the Kansas City Metro average in 3 of the 55 areas. The areas in which Lee’s Summit rated at least 5% below the national average were: • • •

Public transportation system (-11%) Quality of the City's cable channels (-6%) Maintenance of traffic signals/street signs (-5%)

Quality of Life in the City Most (90%) of the residents surveyed, who had an opinion, were “very satisfied” or “satisfied” with the overall quality of life in the City; 8% were “neutral” and only 2% were dissatisfied. When asked how likely they would be to recommend the City as a place to live, ninety percent (90%) of the residents surveyed, who had an opinion, were “very likely” or “likely” to recommend the City; 7% were “neutral” and only 4% were not likely to recommend the City.

Overall Satisfaction with City Services Eighty-three percent (83%) of the residents surveyed, who had an opinion, were “very satisfied” or “satisfied” with the overall quality of services provided by the City of Lee’s Summit; 14% of the residents were “neutral” and only 4% were dissatisfied. The overall city services that had the highest levels of satisfaction, based upon the combined percentage of “very satisfied” and “satisfied” responses among residents who had an opinion, were: the quality of fire and emergency medical services (92%), the quality of local police services (86%), the quality of City parks and recreation programs and facilities (86%) and the quality of City water services (78%).

Satisfaction with Specific City Services •

Police Services. The highest levels of satisfaction with police services, based upon the combined percentage of “very satisfied” and “satisfied” responses among residents who had an opinion, were: the professionalism of police employees (80%), how quickly the police department responds to emergencies (76%) and the visibility of police in neighborhoods (75%).

ETC Institute (2013)

iii

Executive Summary Report

• • • • • • •

City of Lee’s Summit 2013 Citizen Survey

•

Fire and Emergency Medical Services. The highest levels of satisfaction with fire and emergency medical services, based upon the combined percentage of “very satisfied” and “satisfied” responses among residents who had an opinion, were: the overall quality of local fire protection (92%), overall quality of ambulance service (88%) and how quickly the fire department responds to emergencies (86%).

•

City Services. The highest levels of satisfaction with City services, based upon the combined percentage of “very satisfied” and “satisfied” responses among residents who had an opinion, were: the maintenance and preservation of Downtown Lee’s Summit (82%), the overall cleanliness of City streets and public areas (81%), the maintenance of traffic signals and street signs (72%) and snow removal on major City streets (72%).

•

City Code Enforcement. The highest levels of satisfaction with City code enforcement services, based upon the combined percentage of “very satisfied” and “satisfied” responses among residents who had an opinion, were: the overall appearance of the City (85%), enforcing the clean-up of litter and debris (60%) and enforcing the maintenance of business property (60%).

•

City Water Services. Residents were generally satisfied with City water services. Eightynine percent (89%) of the residents surveyed, who had an opinion, were “very satisfied” and “satisfied” with the reliability of water pressure in their home; 83% of the residents surveyed, who had an opinion, were “very satisfied” and “satisfied” with the availability of account information and 82% were satisfied with the overall quality of customer service.

•

Parks and Recreation. The highest levels of satisfaction with the City’s parks and recreation services, based upon the combined percentage of “very satisfied” and “satisfied” responses among residents who had an opinion, were: the number of city parks (86%), the maintenance of City parks (85%), the Legacy Park Community Center (80%), the Downtown Summer Music Festivals (79%) and the Legacy Park Youth Sports Field (78%)

•

City Communication. The highest levels of satisfaction with the City’s communication services, based upon the combined percentage of “very satisfied” and “satisfied” responses among residents, who had an opinion, were: the availability of information about City programs and services (71%), the information provided on the City’s website (62%) and City efforts to keep residents informed on local issues (61%).

ETC Institute (2013)

Executive Summary Report

Residents were also asked to rate how safe they felt in various situations in the City. The areas/situations were residents felt most safe, based upon the combined percentage of “very safe” and “safe” responses among those who had an opinion, were: feeling of safety in your neighborhood during the day (96%), overall feeling of safety in the City (92%) and feeling of safety traveling on City streets (91%).

City of Lee’s Summit 2013 Citizen Survey

Customer Service. Residents were asked to indicate how often City employees they interacted with displayed various behaviors. The items that residents rated highest, based upon the combined percentage of residents who reported the City employee “always” or “usually” displayed the behavior, were: they were courteous and polite (92%), they gave prompt, accurate and complete answers (87%) and they did what they said they would do in a timely manner (86%).

Trends in Satisfaction Ratings Satisfaction ratings for the City of Lee’s Summit improved or stayed the same in 60 of the 72 areas that were assessed in both 2008 and 2013; 41 of these improvements were statistically significant (changes of more than 3% were significant). There were decreases in satisfaction ratings in 12 of the 72 areas that were rated in both 2008 and 2013; only 1 of these decreases was significant. The most notable changes in satisfaction from 2008 to 2013 are listed below and on the following page: Notable Increases from 2008 to 2013: • • • • • • • • • • • • • •

Visibility of police in business districts (+21%) Maintenance of City streets (+19%) Overall flow of traffic and congestion management (+16%) Maintenance of sidewalks in the City (+16%) Frequency City employees helped resolve an issue to your satisfaction (+16%) How well City is managing growth (+14%) Overall quality of ambulance service (+14%) Frequency that City employees did what they said they would do in a timely manner (+14%) Overall image of City government (+13%) Maintenance of City streets, municipal buildings and facilities (+13%) Maintenance of stormwater drainage system (+13%) Visibility of police in neighborhoods (+11%) Frequency that City employees gave prompt, accurate and complete answers (+11%) Snow removal on neighborhood streets (+10%)

Notable Decreases from 2008 to 2013: City efforts to keep you informed (-5%) Effectiveness of appointed boards and commissions (-3%) Quality of sanitary sewer services (-3%) • Efforts to enhance fire prevention (-3%) • • •

ETC Institute (2013)

Executive Summary Report

•

City of Lee’s Summit 2013 Citizen Survey

Some of the other major findings from the survey are listed below: •

City Growth and Development. Residents were asked a series of questions related to City growth and development. The major findings from these questions are highlighted on the following page: o Seventy-one percent (71%) of those surveyed, who had an opinion, were “very satisfied” or “satisfied” with the rate of growth in Lee’s Summit; 69% of the residents surveyed, who had an opinion, were “very satisfied” or “satisfied” with residential growth in the City and 59% were satisfied with business growth. o The type of development that residents rated highest as being “much too slow” or “too slow” was industrial development (44%); the type of development that residents rated highest as being “much too fast” or “too fast” was multi-family residential development (37%). o Residents were asked to rate their support for various development initiatives. The initiatives that residents were most supportive of, based upon the combined percentage of “very supportive” and “supportive” ratings among residents who had an opinion, were: retail development (58%) and industrial development (55%). o Seventy-two percent (72%) of the residents surveyed were “very supportive” or “supportive” of the City becoming more aggressive with attracting commercial development; 16% were “neutral,” 8% were not supportive and 4% did not know. o Half (50%) of the residents surveyed were “very supportive” or “supportive” of the City dedicating an economic development fund for activities or programs targeting commercial development; 26% were “neutral,” 17% were not supportive and 7% did not know.

•

Primary Sources of City Information. The primary sources where residents reported they received information about the City were: City publications (67%), Lee’s Summit Illustrated (65%) and the Lee’s Summit Journal (50%). The top four sources where residents most preferred to receive information about the City were: City publications (49%), Lee’s Summit Illustrated (46%), the Lee’s Summit Journal (40%) and the City website (37%).

•

Ease of Contacting the City. Most (90%) of residents who had contacted the City, felt it was “very easy” or “somewhat easy” to reach the person they needed; 5% felt it was “difficult” or “very difficult” to reach the person needed and 5% did not know.

ETC Institute (2013)

Executive Summary Report

Other Findings

City of Lee’s Summit 2013 Citizen Survey

Recommended Priorities for the Next Two Years. In order to help the City identify investment priorities for the next two years, ETC Institute conducted an Importance-Satisfaction (I-S) analysis. This analysis examined the importance that residents placed on each City service and the level of satisfaction with each service. By identifying services of high importance and low satisfaction, the analysis identified which services will have the most impact on overall satisfaction with City services over the next two years. If the City wants to improve its overall satisfaction rating, the City should prioritize investments in services with the highest Importance Satisfaction (I-S) ratings. Details regarding the methodology for the analysis are provided in the Section 3 of this report. Based on the results of the Importance-Satisfaction (I-S) Analysis, ETC Institute recommends the following: •

Overall Priorities for the City. The first level of analysis reviewed the importance of and satisfaction with major categories of City services. This analysis was conducted to help set the overall priorities for the City. Based on the results of this analysis, the major services that are recommended as the top three priorities for investment over the next two years in order to raise the City’s overall satisfaction rating are listed below in descending order of the Importance-Satisfaction rating: o Maintenance of streets, municipal buildings and facilities o Overall flow of traffic and congestion management in Lee’s Summit o Overall quality of police services

•

Priorities Within Departments/Specific Areas: The second level of analysis reviewed the importance of and satisfaction of services within departments and specific service areas. This analysis was conducted to help departmental managers set priorities for their department. Based on the results of this analysis, the services that are recommended as the top priorities within each department over the next two years are listed below: o Police Services: Efforts to prevent crime o Fire and Emergency Medical Services: No high priorities identified o City Services: Maintenance of City streets and snow removal on neighborhood streets o City Code Enforcement: enforcing the clean-up of litter and debris, enforcing the maintenance of residential property and enforcing the mowing of grass/weeds on private property o Parks and Recreation: Maintenance of City parks and Youth Athletic Programs o Customer Service: No high priorities identified

ETC Institute (2013)

vii

Executive Summary Report

Investment Priorities

City of Lee's Summit 2013 Citizen Survey: Final Report

Section 1:

Charts and Graphs

ETC Institute (2013)

Page 1

City of Lee's Summit 2013 Citizen Survey: Final Report

Satisfaction With Items That Influence Perceptions Residents Have of the City by percentage of respondents who rated the item as a 1 to 5 on a 5-point scale (excluding don't knows)

Overall quality of life in the City

33%

Overall quality of services provided by the City

57%

22%

Overall image of City government

15%

How well City is managing growth

13%

Overall value received for City tax dollars/fees

14% 0%

Very Satisfied (5)

8% 2%

14%

61%

57%

24%

55%

20%

Satisfied (4)

11%

27%

40%

60%

10%

22%

48%

80%

Neutral (3)

100%

Dissatisfied (1/2)

Source: ETC Institute (December 2013 - Lee's Summit, MO)

Satisfaction With Items That Influence Perceptions Residents Have of the City - 2004, 2008 & 2013 by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale (excluding don't knows) 83% 84% 90%

Overall quality of life in the City

71% 75%

Overall quality of services provided by the City

83% 56% 59%

Overall image of City government

72% 46% 54%

How well City is managing growth

68% 50% 54%

Overall value received for City tax dollars/fees

62% 0%

20%

40%

2004 Source: ETC Institute (December 2013 - Lee's Summit, MO)

ETC Institute (2013)

60%

2008

80%

100%

2013

Trends

Page 2

City of Lee's Summit 2013 Citizen Survey: Final Report

Satisfaction with City Leadership by percentage of respondents who rated the item as a 1 to 5 on a 5-point scale (excluding don't knows)

Leadership of elected officials

10%

Effectiveness of City Manager and professional staff

Effectiveness of appointed boards/commissions

50%

13%

47%

10%

0% Very Satisfied (5)

44%

20%

33%

39%

40%

Satisfied (4)

33%

60%

Neutral (3)

80%

100%

Dissatisfied (1/2)

Source: ETC Institute (December 2013 - Lee's Summit, MO)

Satisfaction with City Leadership - 2004, 2008 & 2013 by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale (excluding don't knows)

57% Leadership of elected officials

60% 60% 56%

Effectiveness of City Manager and professional staff

61% 60% 49%

Effectiveness of appointed boards/commissions

57% 54% 0%

20%

2004 Source: ETC Institute (December 2013 - Lee's Summit, MO)

ETC Institute (2013)

40%

2008

60%

2013

Trends

Page 3

City of Lee's Summit 2013 Citizen Survey: Final Report

Satisfaction with City Growth by percentage of respondents who rated the item as a 1 to 5 on a 5-point scale (excluding don't knows)

Rate of growth in Lee's Summit

13%

58%

22%

Quality of residential growth

14%

55%

24%

Quality of business growth

12%

0% Very satisfied (5)

47%

20%

22%

40%

Satisfied (4)

60%

Neutral (3)

20%

80%

100%

Dissatisfied (2/1)

Source: ETC Institute (December 2013 - Lee's Summit, MO)

Satisfaction with City Growth - 2004, 2008 & 2013 by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale (excluding don't knows)

59% Rate of growth in Lee's Summit

64%

71%

63% Quality of residential growth

63%

69%

62% Quality of business growth

55%

59% 0%

20%

40%

2004 Source: ETC Institute (December 2013 - Lee's Summit, MO)

ETC Institute (2013)

2008

60%

80%

2013

Trends

Page 4

City of Lee's Summit 2013 Citizen Survey: Final Report

How Likely Would You Be to Recommend the City in the Following Areas: by percentage of respondents who rated the item as a 1 to 5 on a 5-point scale (excluding don't knows)

52%

As a place to live

38%

As a place to do business

41%

28%

The City's financial health to a visitor

7% 4%

15%

41%

20%

40%

Very Likely (5)

Likely (4)

60% Neutral (3)

25%

80%

100%

Not Likely (2/1)

Source: ETC Institute (December 2013 - Lee's Summit, MO)

Overall Satisfaction With City Services by percentage of respondents who rated the item as a 1 to 5 on a 5-point scale (excluding don't knows) 44%

Quality of fire and emergency medical services

48%

34%

Overall quality of police services

52%

41%

Quality of parks/recreation programs/facilities

10% 5%

45%

10% 3%

Quality of water services

20%

58%

16%

Quality of sanitary sewer services

19%

58%

19%

Customer service from City employees

22%

51%

Maintenance of City streets/buildings/facilities

18%

49%

Quality of communication

17%

49%

Public safety education programs

17%

Programs designed to connect citizens with City

Quality of new commercial development Flow of traffic/congestion management

13%

46%

14%

43%

Enforcing private property/building ordinances

13%

42%

0% Very Satisfied (5)

20% Satisfied (4)

40%

5% 3%

34% 30% 27%

6% 12% 16%

22%

43%

13%

35%

47%

14%

28%

44%

10%

Quality of municipal court

19%

46%

16%

Quality of City's stormwater management system

24%

21%

40% 34% 60%

Neutral (3)

11%

80%

100%

Dissatisfied (1/2)

Source: ETC Institute (December 2013 - Lee's Summit, MO)

ETC Institute (2013)

Page 5

City of Lee's Summit 2013 Citizen Survey: Final Report

Overall Satisfaction With City Services 2004, 2008 & 2013 by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale (excluding don't knows) Not previously asked

Quality of fire and emergency medical services

92% 84% 86%

Overall quality of police services

86%

81% 84%

Quality of parks/recreation programs/facilities

86%

72%

Quality of water services Not previously asked

Quality of sanitary sewer services

80%

78%

80%

77% 71% 72%

Customer service from City employees

73%

34%

Maintenance of City streets/buildings/facilities

54%

67% 64% 65%

Quality of communication

66%

60% 59%

Public safety education programs

63%

Programs designed to connect citizens with City

Not previously asked

60% 48%

Quality of City's stormwater management system Quality of new commercial development

54%

59%

57% 32%

Flow of traffic/congestion management

41%

57% 52% 54%

Quality of municipal court

57% 58% 57%

Enforcing private property/building ordinances

55%

20%

2004

2008

40%

60%

80%

100%

2013

Trends

Source: ETC Institute (December 2013 - Lee's Summit, MO)

Overall City Services That Residents Think Are Most Important for Leeâ&#x20AC;&#x2122;s Summit to Provide by percentage of respondents who selected the item as one of their top four choices

84% 77%

Overall quality of police services Quality of fire and emergency medical services

60%

Maintenance of City streets/buildings/facilities

34% 28% 27% 16% 14% 10% 7% 6% 6% 4% 4% 2%

Quality of water services Quality of parks/recreation programs/facilities Flow of traffic/congestion management Quality of new commercial development Quality of sanitary sewer services Enforcing private property/building ordinances Quality of City's stormwater management system Quality of communication Customer service from City employees Public safety education programs Programs designed to connect citizens with City Quality of municipal court

0% 1st Choice

20% 2nd Choice

40% 3rd Choice

60%

80%

100%

4th Choice

Source: ETC Institute (December 2013 - Lee's Summit, MO)

ETC Institute (2013)

Page 6

City of Lee's Summit 2013 Citizen Survey: Final Report

Satisfaction with Police Services by percentage of respondents who rated the item as a 1 to 5 on a 5-point scale (excluding don't knows)

Professionalism of police employees

31%

28%

How quickly the police department responds

Visibility of police in neighborhoods

48%

22%

54%

19%

Efforts to prevent crime

20%

50%

Quality of animal control

21%

46%

Very Satisfied (5)

20%

53%

Visibility of police in business districts

16%

49%

20% Satisfied (4)

22%

26% 60%

Neutral (3)

17%

27%

40%

80%

7% 100%

Dissatisfied (1/2)

Source: ETC Institute (December 2013 - Lee's Summit, MO)

Satisfaction with Police Services 2004, 2008 & 2013 by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale (excluding don't knows) Not previously asked

Professionalism of police employees

80% 72% 71%

How quickly the police department responds

76% 61% 64%

Visibility of police in neighborhoods

75% 53% 52%

Visibility of police in business districts

73% 65% 64%

Efforts to prevent crime

70% 63% 63%

Quality of animal control

67% 0%

20%

40%

2004 Source: ETC Institute (December 2013 - Lee's Summit, MO)

ETC Institute (2013)

60%

2008

80%

100%

2013

Trends

Page 7

City of Lee's Summit 2013 Citizen Survey: Final Report

Police Services That Residents Think Are Most Important for the City to Provide by percentage of respondents who selected the item as one of their top three choices

74%

Visibility of police in neighborhoods

72%

Efforts to prevent crime

69%

How quickly the police department responds

33%

Visibility of police in business districts

28%

Professionalism of police employees

Quality of animal control

20%

40%

1st Choice

60%

2nd Choice

80%

3rd Choice

Source: ETC Institute (December 2013 - Lee's Summit, MO)

Satisfaction with Fire and Emergency Medical Services by percentage of respondents who rated the item as a 1 to 5 on a 5-point scale (excluding don't knows)

42%

Overall quality of local fire protection

Overall quality of ambulance service

How quickly the fire department responds

Number of fire stations

50%

43%

45%

12%

43%

13%

27%

Visibility of fire department personnel

57%

33%

Efforts to enhance fire prevention

0% Very Satisfied (5)

24%

20% Satisfied (4)

14%

49%

17%

44%

40%

30%

60%

Neutral (3)

80%

100%

Dissatisfied (1/2)

Source: ETC Institute (December 2013 - Lee's Summit, MO)

ETC Institute (2013)

Page 8

City of Lee's Summit 2013 Citizen Survey: Final Report

Satisfaction with Fire and Emergency Medical Services 2004, 2008 & 2013 by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale (excluding don't knows) 89% 91% 92%

Overall quality of local fire protection

74% 74%

Overall quality of ambulance service

88% 82% 81% 86%

How quickly the fire department responds

81% 84% 84%

Number of fire stations

74% 75% 82%

Visibility of fire department personnel

71% 71% 68%

Efforts to enhance fire prevention

20%

40%

2004

60%

2008

80%

100%

2013

Trends

Source: ETC Institute (December 2013 - Lee's Summit, MO)

Fire and Emergency Medical Services That Residents Think Are Most Important for the City to Provide by percentage of respondents who selected the item as one of their top two choices

62%

How quickly the fire department responds

59%

Overall quality of local fire protection

46%

Overall quality of ambulance service

Number of fire stations

Efforts to enhance fire prevention

Visibility of fire department personnel

20%

40%

1st Choice

60%

80%

2nd Choice

Source: ETC Institute (December 2013 - Lee's Summit, MO)

ETC Institute (2013)

Page 9

City of Lee's Summit 2013 Citizen Survey: Final Report

How Safe Residents Feel In Various Situations by percentage of respondents who rated the item as a 1 to 5 on a 5-point scale (excluding don't knows)

61%

In your neighborhood during the day

Overall feeling of safety in Lee's Summit

Traveling on City streets

In your neighborhood at night

60%

34%

57%

35%

53%

10% 0%

60%

35%

In city parks during the day

4% 1%

32%

27%

In other public areas in Lee's Summit

In city parks at night

35%

20%

Very Safe (5)

40%

12%

44%

Safe (4)

11% 1%

51% 34%

60% Neutral (3)

13% 80%

100%

Unsafe (1/2)

Source: ETC Institute (December 2013 - Lee's Summit, MO)

How Safe Residents Feel In Various Situations 2004, 2008 & 2013 by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale (excluding don't knows) 94% 97%

In your neighborhood during the day

96% 88% 89%

Overall feeling of safety in Lee's Summit

92% Traveling on City streets

Not previously asked

91% 84% 87%

In your neighborhood at night

88% 80% 80%

In other public areas in Lee's Summit

87% 81% 83%

In city parks during the day

86% 42% 40%

In city parks at night

44% 0%

20%

40%

2004 Source: ETC Institute (December 2013 - Lee's Summit, MO)

ETC Institute (2013)

60%

2008

80%

100%

2013

Trends

Page 10

City of Lee's Summit 2013 Citizen Survey: Final Report

Satisfaction with City Services by percentage of respondents who rated the item as a 1 to 5 on a 5-point scale (excluding don't knows) Maintenance & preservation of downtown

29%

53%

18%

Overall cleanliness of City streets/public areas Maintenance of traffic signals/street signs

63%

16%

Snow removal on major City streets

Maintenance of sidewalks in the City

55%

14%

52%

12%

Snow removal on neighborhood streets

Adequacy of sidewalks Adequacy of bicycling accommodations Adequacy of public transportation system

42%

12%

35%

Very Satisfied (5)

15% 29%

18%

14%

33%

17%

32%

20%

33%

26%

42%

20%

26%

25%

15%

26%

41%

14%

18%

40%

12%

40%

Satisfied (4)

14%

48%

14%

Adequacy of shared use path/trail system

21%

51%

13%

Maintenance of stormwater drainage system

15%

56%

21%

Maintenance of City streets

13% 5%

60%

80%

Neutral (3)

100%

Dissatisfied (1/2)

Source: ETC Institute (December 2013 - Lee's Summit, MO)

Satisfaction with City Services - 2004, 2008 & 2013 by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale (excluding don't knows) 73%

Maintenance & preservation of downtown Overall cleanliness of City streets/public areas

63% 69%

Maintenance of traffic signals/street signs

64%

Snow removal on major City streets Maintenance of City streets

49%

42% 44% Not asked in 2004

Adequacy of shared use path/trail system

Not previously asked

Adequacy of sidewalks

Not previously asked

Adequacy of bicycling accommodations

Not previously asked

Adequacy of public transportation system

Not previously asked

74%

44%

66% 60%

54% 53% 51%

20%

47% 32% 40%

2004 Source: ETC Institute (December 2013 - Lee's Summit, MO)

ETC Institute (2013)

72%

68%

47% 53%

Maintenance of sidewalks in the City

81%

72%

29%

Maintenance of stormwater drainage system

Snow removal on neighborhood streets

82%

82% 71% 73%

60%

2008

2013

80%

100%

Trends

Page 11

City of Lee's Summit 2013 Citizen Survey: Final Report

City Services That Residents Think Are Most Important for the City to Provide by percentage of respondents who selected the item as one of their top four choices

82%

Maintenance of City streets

64%

Snow removal on major City streets

48% 42%

Snow removal on neighborhood streets Maintenance of traffic signals/street signs

29% 26% 23% 19% 10% 10% 7% 6%

Overall cleanliness of City streets/public areas Maintenance of stormwater drainage system Maintenance of sidewalks in the City Maintenance & preservation of downtown Adequacy of public transportation system Adequacy of sidewalks Adequacy of bicycling accommodations Adequacy of shared use path/trail system

20%

1st Choice 4th Choice

40%

2nd Choice

60%

80%

100%

3rd Choice

Source: ETC Institute (December 2013 - Lee's Summit, MO)

Satisfaction with City Code Enforcement by percentage of respondents who rated the item as a 1 to 5 on a 5-point scale (excluding don't knows)

66%

19%

Overall appearance of the City

Enforcing the clean-up of litter and debris

11%

49%

Enforcing the maintenance of business property

10%

50%

Enforcing sign regulations

10%

13%2% 28%

46%

33%

38%

Enforcing the maintenance of residential property

42%

33%

Mowing/trimming of grass/weeds on private property

41%

30%

0% Very Satisfied (5)

20%

Satisfied (4)

40% Neutral (3)

60%

12%

17%

20% 80%

100%

Dissatisfied (1/2)

Source: ETC Institute (December 2013 - Lee's Summit, MO)

ETC Institute (2013)

Page 12

City of Lee's Summit 2013 Citizen Survey: Final Report

Satisfaction with City Code Enforcement 2004, 2008 & 2013 by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale (excluding don't knows) 76% 77%

Overall appearance of the City

85% 54% 52%

Enforcing the clean-up of litter and debris

60% Enforcing the maintenance of business property

56% 55%

Enforcing sign regulations

54% 56%

60%

56% 46% 44%

Enforcing the maintenance of residential property

50% 49% 43%

Mowing/trimming of grass/weeds on private property

50% 0%

20%

2004

40%

2008

60%

80%

100%

2013

Trends

Source: ETC Institute (December 2013 - Lee's Summit, MO)

Code Enforcement Services That Residents Think Are Most Important for the City to Provide by percentage of respondents who selected the item as one of their top two choices

49%

Enforcing the clean-up of litter and debris

48%

Overall appearance of the City

34%

Enforcing the maintenance of residential property

26%

Mowing/trimming of grass/weeds on private property

22%

Enforcing the maintenance of business property

Enforcing sign regulations 0%

20%

40%

60%

1st Choice 2nd Choice Source: ETC Institute (December 2013 - Lee's Summit, MO)

ETC Institute (2013)

Page 13

City of Lee's Summit 2013 Citizen Survey: Final Report

Satisfaction with City Water Services by percentage of respondents who rated the item as a 1 to 5 on a 5-point scale (excluding don't knows)

40%

Reliability of water pressure in your home

49%

Availability of account information

30%

53%

15%

Overall quality of customer service

29%

53%

14% 3%

20%

Very Satisfied (5)

40%

Satisfied (4)

60%

Neutral (3)

80%

100%

Dissatisfied (1/2)

Source: ETC Institute (December 2013 - Lee's Summit, MO)

Satisfaction with City Water Services 2004, 2008 & 2013 by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale (excluding don't knows)

84%

Reliability of water pressure in your home

89%

Availability of account information

Not previously asked 83%

Overall quality of customer service Not previously asked 82% 0%

Source: ETC Institute (December 2013 - Lee's Summit, MO)

ETC Institute (2013)

20%

2004 2013

40%

60%

80%

100%

2008

Trends

Page 14

City of Lee's Summit 2013 Citizen Survey: Final Report

Satisfaction with Parks and Recreation by percentage of respondents who rated the item as a 1 to 5 on a 5-point scale (excluding don't knows) 31% 27% 36% 29% 32% 25% 29% 22% 27% 24% 21% 25% 20% 21% 21% 24% 18%

The number of City parks Maintenance of City parks Legacy Park Community Center Downtown Summer Music Festivals Legacy Park Youth Sports Fields Miles of walking/biking trails Gamber Community Center Lee's Summit Parks and Recreation Board Harris Park Community Center Youth athletic programs Other recreation program Hartman Park Sports Area Number of playgrounds Ease of registering for programs Adult athletic programs Yout Sports Practice Areas Fees charged for activities

20%

Very Satisfied (5)

55% 58% 44% 50% 46% 48% 44% 50% 44% 46% 48% 44% 48% 46% 45% 41% 42% 40% Satisfied (4)

12% 2% 13% 2% 3% 18% 2% 18% 2% 20% 8% 18% 2% 25% 4% 25% 2% 27% 4% 27% 3% 29% 30% 4% 28% 5% 28% 4% 31% 7% 28% 9% 31% 1%

60%

80%

Neutral (3)

100%

Dissatisfied (1/2)

Source: ETC Institute (December 2013 - Lee's Summit, MO)

Satisfaction with Parks and Recreation 2004, 2008 & 2013 by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale (excluding don't knows) 75% 77%

The number of City parks 70%

Downtown Summer Music Festivals Not previously asked

Miles of walking/biking trails

Not previously asked

80% 79%

79% 78%

73%

Gamber Community Center

Not previously asked

Lee's Summit Parks and Recreation Board

Not previously asked

Harris Park Community Center

Not previously asked

73% 72% 71% 70% 72%

Youth athletic programs

70% 68% 67%

Other recreation program

69%

Not previously asked 69% 63% 65%

Number of playgrounds

68% 70% 68%

Ease of registering for programs

67% 61% 60%

Adult athletic programs

66%

Not previously asked 65%

Fees charged for activities

55%

20%

40% 2004

Source: ETC Institute (December 2013 - Lee's Summit, MO)

ETC Institute (2013)

74% 74%

Legacy Park Youth Sports Fields

Yout Sports Practice Areas

86%

85%

Legacy Park Community Center

Hartman Park Sports Area

86%

80%

Maintenance of City parks

59%

60%

60% 2008

2013

80%

100%

Trends

Page 15

City of Lee's Summit 2013 Citizen Survey: Final Report

Parks and Recreation Services That Residents Think Are Most Important for the City to Provide by percentage of respondents who selected the item as one of their top four choices

74%

Maintenance of City parks Youth athletic programs Miles of walking/biking trails The number of City parks Downtown Summer Music Festivals Other recreation program Legacy Park Community Center Fees charged for activities Legacy Park Youth Sports Fields Number of playgrounds Lee's Summit Parks and Recreation Board Adult athletic programs Gamber Community Center Yout Sports Practice Areas Ease of registering for programs Harris Park Community Center Hartman Park Sports Area

34% 32% 25% 24% 21% 20% 19% 17% 14% 13% 12% 11% 10% 9%

3% 1% 0%

1st Choice 4th Choice

20%

40%

2nd Choice

60%

80%

3rd Choice

Source: ETC Institute (December 2013 - Lee's Summit, MO)

Satisfaction with City Communication by percentage of respondents who rated the item as a 1 to 5 on a 5-point scale (excluding don't knows)

16%

Availability info about City programs/services

Information on City's website

City efforts to keep you informed

Programming on City's cable channels

Level of public involvement in local decisions

14%

48%

14%

47%

13%

25%

34% 20%

29%

Satisfied (4)

Neutral (3)

41%

42% 40%

34%

41%

9% 0%

Very Satisfied (5)

55%

60%

15%

80%

100%

Dissatisfied (1/2)

Source: ETC Institute (December 2013 - Lee's Summit, MO)

ETC Institute (2013)

Page 16

City of Lee's Summit 2013 Citizen Survey: Final Report

Satisfaction with City Communication 2004, 2008 & 2013 by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale (excluding don't knows) 70% Availability info about City programs/services

69%

71%

Information on City's website

Not previously asked

62% 64% City efforts to keep you informed

66%

61%

Programming on City's cable channels

Not previously asked

54% 43% Level of public involvement in local decisions

42%

43% 0%

20%

40%

2004

2008

60%

80%

2013

Trends

Source: ETC Institute (December 2013 - Lee's Summit, MO)

How Often Residents Watch the City's Government Access Cable Channels by percentage of respondents

2013

2008 Less than once a month 20%

At least once a month 14%

Less than once a month 24% At least once a month 13%

At least once a week 14% At least once a week Everyday 6% 1%

Everyday 2% Don't know 1% Not at all 49%

Not at all 54%

Don't know 2%

Source: ETC Institute (December 2013 - Lee's Summit, MO)

ETC Institute (2013)

Page 17

City of Lee's Summit 2013 Citizen Survey: Final Report

How Often Residents Watch Public Meetings on the City's Government Access Cable Channels or on the City’s website by percentage of respondents

2008

2013

Once or twice a year 8% Once or twice a year 20%

A few times a year 11%

A few times a year 2% At least once a month 12%

At least once a month 9%

Don't know 1% Almost never 68%

Almost never 68%

Don't know 1%

Source: ETC Institute (December 2013 - Lee's Summit, MO)

Sources of Information Currently Used to Get Information About Lee's Summit by percentage of respondents 67% 65%

City publications Lee’s Summit Illustrated, LSPR’s program/activity

50% 44% 42% 38% 38%

Lee’s Summit Journal City website (cityofls.net) Broadcast news television City Scope Quarterly Newsletter Kansas City Star Special message section on water bill Gov’t cable channel e-newsletters Facebook Lee’s Summit Post-Tribune

22% 18% 17% 14% 14%

6% 4% Video streaming on the City’s website 2% Twitter 2% Pinterest 0.4% 0% YouTube 0.3% 0% Public meetings

Nixle

20%

40%

60%

80%

Source: ETC Institute (December 2013 - Lee's Summit, MO)

ETC Institute (2013)

Page 18

City of Lee's Summit 2013 Citizen Survey: Final Report

Sources of Information Currently Used to Get Information About Lee's Summit - 2008 & 2013 by percentage of respondents 56%

City publications

67% 63%

Lee’s Summit Illustrated, LSPR’s program/activity

65%

50%

Lee’s Summit Journal

50%

40%

City website (cityofls.net)

44% 47%

Broadcast news television

42%

City Scope Quarterly Newsletter

38%

Kansas City Star

38%

Special message section on water bill

22%

Gov’t cable channel e-newsletters Facebook

18%

31% 31%

Not previously asked

17%

Not previously asked

14% 14%

Lee’s Summit Post-Tribune

14% 7%

Public meetings Nixle

50% 47%

Not previously asked

Video streaming on the City’s website

Not previously asked

Twitter

Not previously asked

YouTube

Not previously asked

2% 2% 0% 0.4%

0.3% 0%

20%

40%

60%

2008 2013

Source: ETC Institute (December 2013 - Lee's Summit, MO)

80%

Trends

Sources of Information Residents Would Prefer to Receive Information About the City by percentage of respondents who selected the item as one of their top four choices City publications Lee's Summit Illustrated, LSPR's program/activity Lee's Summit Journal City website (cityofls.net) City Scope Quarterly Newsletter Broadcast news television Kansas City Star Governement cable channel Facebook e-newsletters Special message section on water bill Lee's Summit Post-Tribune Public meetings Other Nixle Twitter Video streaming on the City's website YouTube Pinterest

49% 46% 40% 37% 28% 27% 23% 11% 11% 11% 10% 8% 5% 4% 4% 2% 1% 0.4% 0% 0.1% 0%

0% 1st Choice

20% 2nd Choice

40%

60%

3rd Choice

4th Choice

80%

Source: ETC Institute (December 2013 - Lee's Summit, MO)

ETC Institute (2013)

Page 19

City of Lee's Summit 2013 Citizen Survey: Final Report

Have You Had Any Contact with the City of Leeâ&#x20AC;&#x2122;s Summit During the Past Year? by percentage of respondents

Yes 54%

No 46% Source: ETC Institute (December 2013 - Lee's Summit, MO)

Which City Department did you contact most recently? by percentage of respondents who had contacted the City during the past year Parks and Recreation Police Water Utilities Animal Control Codes Administration Administration Public Works Operations (Streets) Fire City Clerk Public Works - Admin & Engineering Solid Waste and Environment Planning and Development Finance/Treasury Law Municipal Court Airport Human Resources Procurement and Contract Services Fleet Division

25% 22% 20% 16% 11% 11% 10% 10% 9% 8% 8% 7% 5% 4% 3% 2% 1% 0% 0.2% 0% 20%

33%

40%

60%

Source: ETC Institute (December 2013 - Lee's Summit, MO)

ETC Institute (2013)

Page 20

City of Lee's Summit 2013 Citizen Survey: Final Report

How easy was it to reach the person you needed to reach? by percentage of respondents who had contacted the City during the past year

Very easy 60%

Don't Know 5% Very difficult 2% Difficult 3%

Somewhat easy 30% Source: ETC Institute (December 2013 - Lee's Summit, MO)

How Often Did the City Employees You Contacted Display the Following Behaviors: by percentage of respondents who had contacted the City during the past year and who rated the item as a 1 to 5 on a 5-point scale (excluding don't knows)

64%

They were courteous and polite

28%

They gave prompt/accurate/complete answers

55%

32%

They did what they said in a timely manner

56%

30%

53%

They helped resolve an issue to your satisfaction

0% Always (5)

20% Usually (4)

29% 40%

Sometimes (3)

60%

7%2%

8% 6%

10% 8%

80%

100%

Seldom/Never (2/1)

Source: ETC Institute (December 2013 - Lee's Summit, MO)

ETC Institute (2013)

Page 21

City of Lee's Summit 2013 Citizen Survey: Final Report

How Often Did the City Employees You Contacted Display the Following Behaviors: 2004, 2008 & 2013 by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale (excluding don't knows) 85% They were courteous and polite

87%

92% 70% They gave prompt/accurate/complete answers

76%

87% 72% 72%

They did what they said in a timely manner

86% 68% 66%

They helped resolve an issue to your satisfaction

82% 0%

20%

40%

2004

60%

2008

80%

100%

2013

Trends

Source: ETC Institute (December 2013 - Lee's Summit, MO)

Customer Service Items That Residents Think Are Most Important for the City to Provide by percentage of respondents who selected the item as one of their top two choices

56%

They gave prompt/accurate/complete answers

49%

They did what they said in a timely manner

40%

They helped resolve an issue to your satisfaction

33%

They were courteous and polite

20%

1st Choice

40%

60%

80%

2nd Choice

Source: ETC Institute (December 2013 - Lee's Summit, MO)

ETC Institute (2013)

Page 22

City of Lee's Summit 2013 Citizen Survey: Final Report

Ratings of the Cityâ&#x20AC;&#x2122;s Current Pace of Development by percentage of respondents who rated the item as a 1 to 5 on a 5-point scale (excluding don't knows)

Industrial development

10%

34%

Office development 5%

25%

Retail development 5%

24%

Single-family residential development

Multi-family residential development

52%

62%

13%

72%

17%

58%

Much Too Slow (5)

58%

20%

Too Slow (4)

37%

40%

60%

Just Right (3)

80%

100%

Too Fast (1/2)

Source: ETC Institute (December 2013 - Lee's Summit, MO)

Support for Various Development Incentives by percentage of respondents who rated the item as a 1 to 5 on a 5-point scale (excluding don't knows)

Retail development

19%

Industrial development

18%

Multi-family residential development

37%

15%

Office development

Single-family residential development

39%

11%

39%

30%

14%

0% Very Supportive (5)

16%

31%

15%

32%

14%

35%

36%

20%

26%

40%

Supportive (4)

25%

46%

60% Neutral (3)

80%

100%

Not Supportive (1/2)

Source: ETC Institute (December 2013 - Lee's Summit, MO)

ETC Institute (2013)

Page 23

City of Lee's Summit 2013 Citizen Survey: Final Report

How supportive would you be of the City becoming more aggressive with attracting commercial development? by percentage of respondents

Very supportive 29%

Supportive 43%

Don't know 4%

Neutral 16%

Not supportive at all 4% Not supportive 4%

Source: ETC Institute (December 2013 - Lee's Summit, MO)

How supportive would you be of the City dedicating an economic development fund for activities or programs targeting commercial development? by percentage of respondents

Supportive 36% Very supportive 14%

Don't Know 7%

Neutral 26%

Not Supportive at all 7% Not Supportive 10%

Source: ETC Institute (December 2013 - Lee's Summit, MO)

ETC Institute (2013)

Page 24

City of Lee's Summit 2013 Citizen Survey: Final Report

Demographics

Source: ETC Institute (December 2013 - Lee's Summit, MO)

Demographics: Number of People Living in the Home by percentage of respondents

Two 43%

One 12%

Five or more 11%

Three 18%

Four 16%

Source: ETC Institute (December 2013 - Lee's Summit, MO)

ETC Institute (2013)

Page 25

City of Lee's Summit 2013 Citizen Survey: Final Report

Demographics: Current Employment Status by percentage of respondents

Employed outside home 61%

Not currently employed 5%

Employed in home 6% Student 1%

Retired 26%

Source: ETC Institute (December 2013 - Lee's Summit, MO)

Demographics: Where Residents Work by percentage of respondents

34%

In Lee's Summit

30%

Kansas City, MO

14%

Johnson County, KS

11%

Elsewhere in Jackson County, MO

Independence, MO

Elsewhere in MO

Elsewhere in KS

6% 1%

Clay/Platte Counties in MO

20%

40%

60%

80%

Source: ETC Institute (December 2013 - Lee's Summit, MO)

ETC Institute (2013)

Page 26

City of Lee's Summit 2013 Citizen Survey: Final Report

Demographics: Do you own or rent your current residence? by percentage of respondents

Own 94%

Rent 6%

Source: ETC Institute (December 2013 - Lee's Summit, MO)

Demographics: Number of Years Lived in the City by percentage of respondents

5-14 years 28%

Under 5 years 9% 15-24 years 28%

Not Provided 4%

35+ years 13% 25-34 years 18% Source: ETC Institute (December 2013 - Lee's Summit, MO)

ETC Institute (2013)

Page 27

City of Lee's Summit 2013 Citizen Survey: Final Report

Demographics: Total Annual Household Income by percentage of respondents

Under $30,000 5%

Not provided 9% $100,000 or more 40%

$30,000 to $59,999 19%

$60,000 to $99,999 27%

Source: ETC Institute (December 2013 - Lee's Summit, MO)

Demographics: Gender of the Respondents by percentage of respondents

Female 49%

Male 51% Source: ETC Institute (December 2013 - Lee's Summit, MO)

ETC Institute (2013)

Page 28

City of Lee's Summit 2013 Citizen Survey: Final Report

Demographics: Approximately how much have you or other members of your household spent on Internet purchases during the past week? by percentage of respondents

None 54%

Less than $50 18%

$50 to $100 12%

$101 to $200 8%

Not provided 1% More than $500 2% $201 to $500 5%

Source: ETC Institute (December 2013 - Lee's Summit, MO)

ETC Institute (2013)

Page 29

City of Lee's Summit 2013 Citizen Survey: Final Report

Section 2:

Benchmarking Analysis

ETC Institute (2013)

Page 30

City of Lee's Summit 2013 Citizen Survey: Final Report

City of Lee’s Summit 2013 Citizen Survey Overview ETC Institute's DirectionFinder® program was originally developed in 1999 to help community leaders in Kansas and Missouri use statistically valid community survey data as a tool for making better decisions. Since November 1999, the survey has been administered in more than 210 cities and counties in 43 states. This report contains benchmarking data from two sources: (1) an annual national survey that was administered by ETC Institute to a random sample of more than 2,000 residents in the continental United States and (2) surveys that have been administered by ETC Institute in 30 communities in the Kansas City metro area between January 2009 and December 2013. Some of the Kansas and Missouri communities represented in this report include: • • • • • • • • • • • • • • •

Ballwin, Missouri Blue Springs, Missouri Bonner Springs, Kansas Butler, Missouri Columbia, Missouri Excelsior Springs, Missouri Gardner, Kansas Grandview, Missouri Harrisonville, Missouri Independence, Missouri Johnson County, Kansas Kansas City, Missouri Lawrence, Kansas Leawood, Kansas Lee’s Summit, Missouri

• • • • • • • • • • • • • • •

Lenexa, Kansas Liberty, Missouri Merriam, Kansas Mission, Kansas O’Fallon, Missouri Olathe, Kansas Overland Park, Kansas Platte City, Missouri Pleasant Hill, Missouri Raymore, Missouri Riverside, Missouri Roeland Park, Kansas Shawnee, Kansas Spring Hill, Kansas Unified Government of Kansas City and Wyandotte County

National Benchmarks. The first set of charts on the following pages show how the overall results for Lee’s Summit compare to the national average based on the results of an annual survey that was administered by ETC Institute to a random sample of more than 2,000 U.S. residents. This set of charts also includes the average of 10 selected KC metro communities, including: Lenexa, Blue Springs, Olathe, Johnson County, Overland Park, Independence, Kansas City, Jackson County, Liberty and Shawnee. Lastly, this set of charts includes the KC metro average taken from the 30 communities listed above.

ETC Institute (2013)

Page 31

BENCHMARKING ANALYSIS

Benchmarking Analysis

City of Lee's Summit 2013 Citizen Survey: Final Report

ETC Institute (2013)

Page 32

BENCHMARKING ANALYSIS

Kansas City Metro Benchmarks. The second set of charts show the highest, lowest, and average (mean) levels of satisfaction in the 30 communities listed above. The mean rating is shown as a vertical line, which indicates the average level of satisfaction for the metropolitan Kansas City area. The actual ratings for Lee’s Summit are listed to the right of each chart. The dot on each bar shows how the results for Lee’s Summit compare to the other communities in the Kansas City area where the DirectionFinder® survey has been administered.

City of Lee's Summit 2013 Citizen Survey: Final Report

National Benchmarks (All Communities) Note: The benchmarking data contained in this report is protected intellectual property. Any reproduction of the benchmarking information in this report by persons or organizations not directly affiliated with the City of Lee's Summit is not authorized without written consent from ETC Institute.

Source: ETC Institute (2013)

Satisfaction with Issues that Influence Perceptions of the City: City of Lee's Summit vs. Selected KC Metro vs. KC Metro vs. U.S. by percentage of respondents who rated the item 4 or 5 on a 5-point scale where 5 was "very satisfied" and 1 was "very dissatisfied" Overall quality of life in the City

83%

71%

90%

80% 90%

The City as a place to live

79%

Overall quality of City services

75%

54%

90%

84% 83%

57% 72%

Overall image of the City

65%

How well the City is managing growth

44%

58% 52%

77%

72% 68%

62%

Overall value received for City taxes/fees

40%

60%

45%

Lee's Summit Source: ETC Institute (2013)

ETC Institute (2013)

20%

40%

Selected KC Metro Avg

60%

KC Metro Avg

80%

100%

U.S. Avg

National Benchmarking Data - All Communities

Page 33

City of Lee's Summit 2013 Citizen Survey: Final Report

Overall Satisfaction with City Services: City of Lee's Summit vs. Selected KC Metro vs. KC Metro vs. U.S. by percentage of respondents who rated the item 4 or 5 on a 5-point scale where 5 was "very satisfied" and 1 was "very dissatisfied"

92%

Quality of fire/ambulance services Overall quality of local police protection

80%

73% 73%

86% 86%

Quality of parks/recreation programs/facilities

82%

69% 71%

78%

73% 74% 78%

Water services

77%

Sanitary sewer (wastewater) services

68%

75% 74%

73%

Quality of customer service from City employees

70%

57% 59%

Maintenance of City streets/buildings/facilities

67%

59%

48% 46%

66%

Quality of City communication

63%

48% 46%

63%

66% 61% 60%

Public safety education programs

59%

Quality of City's stormwater runoff/management

52%

65%

62%

57%

Flow of traffic/congestion management

54%

60% 61%

55%

Enforcement of codes

44%

0% Lee's Summit

89%

78% 80%

Selected KC Metro Avg

20%

40%

KC Metro Avg

60%

50%

60%

80%

100%

U.S. Avg

National Benchmarking Data - All Communities

Source: ETC Institute (2013)

Overall Satisfaction with Public Safety Services: City of Lee's Summit vs. Selected KC Metro vs. KC Metro vs. U.S. by percentage of respondents who rated the item 4 or 5 on a 5-point scale where 5 was "very satisfied" and 1 was "very dissatisfied" 92%

88% 85%

Overall quality of local fire protection

90%

88%

Quality of local ambulance service

74%

85%

87% 86%

88% 83%

How quickly fire personnel respond to emergencies

87%

76%

72% 74%

How quickly police respond to emergencies

72%

Visibility of police in neighborhoods

75%

66%

53%

57%

Visibility of police in retail/business areas

54%

73%

63%

60% 70%

67% 63%

Efforts to prevent crime

62%

68%

Efforts to enhance fire protection

66%

75%

65% 58% 54%

Quality of animal control

67%

59%

0% Lee's Summit Source: ETC Institute (2013)

ETC Institute (2013)

20%

40%

Selected KC Metro Avg

60%

KC Metro Avg

80%

100%

U.S. Avg

National Benchmarking Data - All Communities

Page 34

City of Lee's Summit 2013 Citizen Survey: Final Report

How Safe Residents Feel in Their Community: City of Lee's Summit vs. Selected KC Metro vs. KC Metro vs. U.S. by percentage of respondents who rated the item 4 or 5 on a 5-point scale where 5 was "very safe" and 1 was "very unsafe"

96% 93% In their neighborhood during the day

92% 92%

88% 81% In their neighborhood at night

73% 69% 0% Lee's Summit

20%

40%

Selected KC Metro Avg

60%

80%

KC Metro Avg

100%

U.S. Avg

National Benchmarking Data - All Communities

Source: ETC Institute (2013)

81%

Cleanliness of City streets & other public areas

77%

66%

64%

72%

68%

Maintenance of traffic signals/street signs

78%

77% 72% Snow removal on major City streets

69%

76%

65% 68%

Maintenance of City streets

51%

59%

59% 60%

53% 48%

Maintenance of City sidewalks

52% 54%

Snow removal on neighborhood streets

45%

58%

49%

32%

33% 30%

Public transportation system

0% Lee's Summit Source: ETC Institute (2013)

ETC Institute (2013)

20%

40%

Selected KC Metro Avg

43% 60% KC Metro Avg

80%

100%

U.S. Avg

National Benchmarking Data - All Communities

Page 35

City of Lee's Summit 2013 Citizen Survey: Final Report

Overall Satisfaction with City Code Enforcement: City of Lee's Summit vs. Selected KC Metro vs. KC Metro vs. U.S. by percentage of respondents who rated the item 4 or 5 on a 5-point scale where 5 was "very satisfied" and 1 was "very dissatisfied"

60% 50% 51%

Clean up of litter & debris

47%

56% 59% 57%

Enforcing sign regulations

56%

50% 48% 49%

Enforcing mowing on private property

48%

50% 48% 45%

Enforcing maintenance of residential property

48% 0%

Lee's Summit

20%

40%

Selected KC Metro Avg

60%

80%

KC Metro Avg

100%

U.S. Avg

National Benchmarking Data - All Communities

Source: ETC Institute (2013)

Overall Satisfaction with Parks and Recreation: City of Lee's Summit vs. Selected KC Metro vs. KC Metro vs. U.S. by percentage of respondents who rated the item 4 or 5 on a 5-point scale where 5 was "very satisfied" and 1 was "very dissatisfied"

86%

82%

The number of City parks

62%

71% 85%

82%

Maintenance of City parks

70%

77% 73%

71%

Number of walking/biking trails

53%

55% 70%

66% 67%

The City's youth athletic programs

69% 67%

65% 63%

Ease of registering for programs

62% 66%

60%

The City's adult athletic programs

51%

51% 0% Lee's Summit Source: ETC Institute (2013)

ETC Institute (2013)

20%

40%

Selected KC Metro Avg

60% KC Metro Avg

80%

100%

U.S. Avg

National Benchmarking Data - All Communities

Page 36

City of Lee's Summit 2013 Citizen Survey: Final Report

Overall Satisfaction with City Communication: City of Lee's Summit vs. Selected KC Metro vs. KC Metro vs. U.S. by percentage of respondents who rated the item 4 or 5 on a 5-point scale where 5 was "very satisfied" and 1 was "very dissatisfied"

71% 67%

Availability of City programs/services information

47% 53% 62% 59% 54% 59%

Quality of information on City's website

61% 60%

City's efforts to keep you informed

44% 48% 54% 44% 45%

Quality of City's cable channels

60% 43% 41% 39% 41%

Public involvement in local decisions

20%

40%

Selected KC Metro Avg

Lee's Summit

60%

80%

KC Metro Avg

100%

U.S. Avg

National Benchmarking Data - All Communities

Source: ETC Institute (2013)

Overall Satisfaction with City Customer Service: City of Lee's Summit vs. Selected KC Metro vs. KC Metro vs. U.S. by percentage of respondents who rated the item 4 or 5 on a 5-point scale where 5 was "always" and 1 was "never"

92% 92%

The were courteous and polite

68%

69%

87% 84%

Promptness/accuracy/completeness of answers

56%

61%

86% 83%

They were timely in their response

55%

56%

82% 78%

Resolved my issue to my satisfaction

53%

56% 0% Lee's Summit Source: ETC Institute (2013)

ETC Institute (2013)

20%

40%

Selected KC Metro Avg

60%

KC Metro Avg

80%

100%

U.S. Avg

National Benchmarking Data - All Communities

Page 37

City of Lee's Summit 2013 Citizen Survey: Final Report

Metropolitan Kansas City Benchmarks

Source: ETC Institute (2013)

Perceptions that Kansas City Area Residents Have of the City in Which They Live in 2013 by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale

Lee's Summit, MO 29%

Overall quality of life in the City

22%

Overall image of the City

36%

Overall quality of City services

Overall value received for City taxes/fees

How well the City is managing growth

Source: ETC Institute (2013)

ETC Institute (2013)

90%

96%

72%

92%

24%

81%

18% 51% 20%

40%

90% 60%

80%

83% 62% 68%

78%

The City as a place to live

97%

90%

100%

LOW---------MEAN--------HIGH New Highs Set Are Underlined in Blue

Page 38

City of Lee's Summit 2013 Citizen Survey: Final Report

Satisfaction with City Leadership in the Kansas City Area in 2013 by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale

Lee's Summit, MO

80%

60%

79%

60%

38%

Leadership of elected officials

35%

Leadership of the City Manager/staff

24%

Leadership of appointed boards/commissioners

75%

20%

40%

60%

54%

80% 100%

LOW---------MEAN--------HIGH New Highs Set Are Underlined in Blue

Source: ETC Institute (2013)

Overall Satisfaction With City Services Provided by Cities in the Kansas City Area in 2013 by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale

Lee's Summit, MO 97% 86%

31%

Quality of parks/recreation programs/facilities

Overall quality of local police protection

52%

Sanitary sewer (wastewater) services

51% 22%

Maintenance of City streets/buildings/facilities

30%

Quality of customer service from City employees

25%

Quality of City communication

44%

Public safety education programs Enforcement of codes

28% 20%

77%

89%

78%

88%

67%

88%

73%

82%

32%

Flow of traffic/congestion management

60%

66% 59%

78%

57%

78%

63%

73% 40%

86%

89%

83%

32%

Quality of City's stormwater runoff/management

ETC Institute (2013)

94%

54%

Water services

Source: ETC Institute (2013)

96% 92%

59%

Quality of fire/ambulance services

55%

80% 100%

LOW---------MEAN--------HIGH New Highs Set Are Underlined in Blue

Page 39

City of Lee's Summit 2013 Citizen Survey: Final Report

Satisfaction with Various Public Safety Services Provided by Cities in the Kansas City Area in 2013 by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale

Lee's Summit, MO 95% 88%

65%

Quality of local ambulance service

94% 92%

52%

Overall quality of local fire protection

55%

How quickly police respond to emergencies

69%

How quickly fire personnel respond to emergencies

41%

Visibility of police in neighborhoods

58%

Efforts to enhance fire protection Quality of animal control

40%

Visibility of police in retail/business areas

41%

76%

92%

86%

88%

70%

87%

75%

86%

68%

32%

Efforts to prevent crime

92%

67%

79%

73%

74%

20% 40% 60% 80% 100% LOW---------MEAN--------HIGH New Highs Set Are Underlined in Blue

Source: ETC Institute (2013)

Feeling of Safety in Communities in the Kansas City Area in 2013 by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale

Lee's Summit, MO

82%

In their neighborhood during the day

0% Source: ETC Institute (2013)

ETC Institute (2013)

92%

52%

In their neighborhood at night

20%

40%

99% 96%

60%

80%

88%

100%

LOW---------MEAN--------HIGH New Highs Set Are Underlined in Blue

Page 40

City of Lee's Summit 2013 Citizen Survey: Final Report

Satisfaction with City Services Provided by Cities in the Kansas City Area in 2012 by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale

Lee's Summit, MO 41%

Snow removal on major City streets

33%

Cleanliness of City streets & other public areas

22%

Snow removal on neighborhood streets

39%

Maintenance of traffic signals/street signs

93%

72%

93%

81%

90%

54%

89%

72%

Maintenance of City sidewalks

21%

88%

60%

Maintenance of City streets

21%

87%

68%

27%

Maintenance/preservation of Downtown

82%

23%

Public transportation system

32%

43%

20%

40%

60%

82%

80% 100%

LOW---------MEAN--------HIGH New Highs Set Are Underlined in Blue

Source: ETC Institute (2013)

Satisfaction with Code Enforcement by Cities in the Kansas City Area in 2013 by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale

Lee's Summit, MO Enforcing maintenance of business property

Enforcing sign regulations

Enforcing mowing on private property

24%

30%

19%

23%

Enforcing maintenance of residential property

22%

Source: ETC Institute (2013)

ETC Institute (2013)

60%

76%

56%

74%

Clean up of litter & debris

77%

20%

50%

72%

60%

68% 40%

60%

80%

50% 100%

LOW---------MEAN--------HIGH New Highs Set Are Underlined in Blue

Page 41

City of Lee's Summit 2013 Citizen Survey: Final Report

Satisfaction with Parks and Recreation Services Provided by Cities in the Kansas City Area in 2013 by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale

Lee's Summit, MO

Number of walking/biking trails

31%

The City's youth athletic programs

19%

The City's adult athletic programs

18%

Fees charged for recreation programs

88%

17%

The number of City parks

Ease of registering for programs

97% 85%

44%

Maintenance of City parks

73% 86%

86% 82%

26% 31% 20%

70%

80%

66%

79%

67% 60%

72% 40%

60%

80%

100%

LOW---------MEAN--------HIGH New Highs Set Are Underlined in Blue

Source: ETC Institute (2013)

Satisfaction with Various Aspects of City Communication Provided by Cities in the Kansas City Area in 2013 by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale

Lee's Summit, MO Availability of City programs/services information

30%

City's efforts to keep you informed

30%

Public involvement in local decisions

0% Source: ETC Institute (2013)

ETC Institute (2013)

79%

38%

Quality of information on City's website

Quality of City's cable channels

84% 71%

23%

20% 20%

40%

76%

61%

62%

64%

54%

62%

43%

60%

80% 100%

LOW---------MEAN--------HIGH New Highs Set Are Underlined in Blue

Page 42

City of Lee's Summit 2013 Citizen Survey: Final Report

Section 3:

Importance-Satisfaction Analysis

ETC Institute (2013)

Page 43

City of Lee's Summit 2013 Citizen Survey: Final Report

Importance‐Satisfaction Analysis City of Lee’s Summit 2013 Citizen Survey

Overview Today, city officials have limited resources which need to be targeted to activities that are of the most benefit to their citizens. Two of the most important criteria for decision making are (1) to target resources toward services of the highest importance to citizens; and (2) to target resources toward those services where citizens are the least satisfied. The Importance‐Satisfaction (IS) rating is a unique tool that allows public officials to better understand both of these highly important decision making criteria for each of the services they are providing. The Importance‐Satisfaction rating is based on the concept that cities will maximize overall citizen satisfaction by emphasizing improvements in those service categories where the level of satisfaction is relatively low and the perceived importance of the service is relatively high.

Methodology The rating is calculated by summing the percentage of responses for items selected as the most important services for the City to provide. This sum is then multiplied by 1 minus the percentage of respondents that indicated they were positively satisfied with the City's performance in the related area (the sum of the ratings of 4 and 5 on a 5‐point scale excluding “don't know” responses). “Don't know” responses are excluded from the calculation to ensure that the satisfaction ratings among service categories are comparable. [IS=Importance x (1‐ Satisfaction)]. Example of the Calculation. Respondents were asked to identify the overall City services they thought were most important for the City to emphasize over the next two years. Approximately sixty percent (59.5%) selected the “maintenance of streets, municipal buildings and facilities” as one of the most important overall City services for the City to provide.

ETC Institute (2013)

Page 44

Importance‐Satisfaction Analysis

City of Lee's Summit 2013 Citizen Survey: Final Report

Interpreting the Ratings Ratings that are greater than or equal to 0.20 identify areas that should receive significantly more emphasis over the next two years. Ratings from .10 to .20 identify service areas that should receive increased emphasis. Ratings less than .10 should continue to receive the current level of emphasis.  Definitely Increase Emphasis (IS>=0.20)  Increase Current Emphasis (0.10<=IS<0.20)  Maintain Current Emphasis (IS<0.10) The results for Lee’s Summit are provided on the following page.

ETC Institute (2013)

Page 45

Importance‐Satisfaction Analysis

With regard to satisfaction, approximately sixty‐seven percent (67.4%) of the residents surveyed rated their overall satisfaction with the “maintenance of streets, municipal buildings and facilities” as a “4” or a “5” on a 5‐point scale (where “5” means “very satisfied”). The I‐S rating for the “maintenance of streets, municipal buildings and facilities” was calculated by multiplying the sum of the most important percentages by 1 minus the sum of the satisfaction percentages. In this example, 59.5% was multiplied by 32.6% (1‐0.674). This calculation yielded an I‐S rating of 0.1940, which ranked first out of fifteen Major City Services. The maximum rating is 1.00 and would be achieved when 100% of the respondents select an item as one of their most important choices and 0% indicate that they are positively satisfied with the delivery of the service. The lowest rating is 0.00 and could be achieved under either one of the following two situations:  if 100% of the respondents were positively satisfied with the delivery of the service  if none (0%) of the respondents selected the service as one of the most important areas for the City to provide.

City of Lee's Summit 2013 Citizen Survey: Final Report

Importance-Satisfaction Rating City of Lee's Summit

Overall City Services Category of Service

Most Most ImportanceImportant Important Satisfaction Satisfaction Satisfaction % Rank % Rank Rating

I-S Rating Rank

High Priority (IS .10-.20)

Maintenance of streets, municipal buildings and facilities Overall flow of traffic and congestion management in Leeâ&#x20AC;&#x2122;s Summit Overall quality of police services

60% 27% 84%

3 6 1

67% 57% 86%

7 13 2

0.1940 0.1179 0.1169

1 2 3

34% 16% 77% 10% 28% 14% 7% 6% 6% 4% 4% 2%

4 7 2 9 5 8 10 11 12 14 13 15

78% 57% 92% 55% 86% 77% 59% 66% 73% 60% 63% 57%

4 12 1 15 3 5 11 8 6 10 9 14

0.0741 0.0707 0.0622 0.0428 0.0396 0.0327 0.0301 0.0197 0.0154 0.0152 0.0141 0.0095

4 5 6 7 8 9 10 11 12 13 14 15

Medium Priority (IS <.10)

Overall quality of water services Overall quality of new commercial development in the City Overall quality of fire and emergency medical services (ambulance) Enforcement of private property/building maintenance ordinances Overall quality of parks and recreation programs and facilities Overall quality of sanitary sewer (wastewater) services Quality of the City's stormwater runoff/stormwater management system Overall quality of communication Overall quality of customer service you receive from employees Overall quality of programs designed to connect citizens with the City Overall quality of public safety education programs Overall quality of municipal court

Note: The I-S Rating is calculated by multiplying the "Most Important" % by (1-'Satisfaction' %) Most Important %:

The "Most Important" percentage represents the sum of the first, second, third and fourth most important responses for each item. Respondents were asked to identify the items they thought should receive the most emphasis over the next two years.

Satisfaction %:

The "Satisfaction" percentage represents the sum of the ratings "4" and "5" excluding 'don't knows.' Respondents ranked their level of satisfaction with the each of the items on a scale of 1 to 5 with "5" being very satisfied and "1" being very dissatisfied.

ÂŠ 2013 DirectionFinder by ETC Institute

ETC Institute (2013)

Page 46

City of Lee's Summit 2013 Citizen Survey: Final Report

Importance-Satisfaction Rating City of Lee's Summit

Police Services

Category of Service

Most Most Important Important % Rank

Satisfaction %

ImportanceSatisfaction Satisfaction I-S Rating Rank Rank Rating

Very High Priority (IS >.20)

Efforts to prevent crime

72%

70%

0.2163

74% 69%

1 3

75% 76%

3 2

0.1862 0.1649

2 3

33% 28% 7%

4 5 6

73% 80% 67%

4 1 6

0.0892 0.0570 0.0228

4 5 6

High Priority (IS .10-.20)

The visibility of police in neighborhoods How quickly the police department responds to emergencies Medium Priority (IS <.10)

The visibility of police in business districts Overall professionalism of police employees Quality of animal control

Note: The I-S Rating is calculated by multiplying the "Most Important" % by (1-'Satisfaction' %) Most Important %:

The "Most Important" percentage represents the sum of the first, second, and third most important responses for each item. Respondents were asked to identify the items they thought should receive the most emphasis over the next two years.

Satisfaction %:

ÂŠ 2013 DirectionFinder by ETC Institute

ETC Institute (2013)

Page 47

City of Lee's Summit 2013 Citizen Survey: Final Report

Importance-Satisfaction Rating City of Lee's Summit

Fire and Emergency Medical Services Category of Service

Most Most Important Important Satisfaction % Rank %

ImportanceSatisfaction Satisfaction Rank Rating

I-S Rating Rank

Medium Priority (IS <.10)

How quickly the fire department responds to emergencies Overall quality of ambulance service Overall quality of local fire protection Efforts to enhance fire prevention The number of fire stations Visibility of fire department personnel

62% 46% 59% 8% 9% 2%

1 3 2 5 4 6

86% 88% 92% 68% 84% 82%

3 2 1 6 4 5

0.0847 0.0574 0.0455 0.0262 0.0148 0.0035

1 2 3 4 5 6

Note: The I-S Rating is calculated by multiplying the "Most Important" % by (1-'Satisfaction' %) Most Important %:

The "Most Important" percentage represents the sum of the first and second most important responses for each item. Respondents were asked to identify the items they thought should receive the most emphasis over the next two years.

Satisfaction %:

ÂŠ 2013 DirectionFinder by ETC Institute

ETC Institute (2013)

Page 48

City of Lee's Summit 2013 Citizen Survey: Final Report

Importance-Satisfaction Rating City of Lee's Summit

City Services Category of Service

Most Important %

Most Important Rank

ImportanceSatisfaction Satisfaction Satisfaction % Rank Rating

82% 48%

1 3

68% 54%

5 8

0.2634 0.2222

1 2

64% 42%

2 4

72% 72%

4 3

0.1816 0.1184

3 4

23% 26% 10% 29% 10% 7% 19% 6%

7 6 9 5 10 11 8 12

60% 66% 32% 81% 51% 47% 82% 53%

7 6 12 2 10 11 1 9

0.0948 0.0878 0.0662 0.0551 0.0467 0.0373 0.0353 0.0291

5 6 7 8 9 10 11 12

I-S Rating Rank

Very High Priority (IS >.20)

Maintenance of city streets Snow removal on neighborhood streets High Priority (IS .10-.20)

Snow removal on major city streets Maintenance of city traffic signals/street signs Medium Priority (IS <.10)

Maintenance of sidewalks in the city Maintenance of stormwater drainage system Adequacy of public transportation system Cleanliness of city streets/other public areas Adequacy of sidewalks Adequacy of bicycling accommodations Maintenance/preservation of downtown Adequacy of shared use path/trail system

Note: The I-S Rating is calculated by multiplying the "Most Important" % by (1-'Satisfaction' %) Most Important %:

Satisfaction %:

ÂŠ 2013 DirectionFinder by ETC Institute

ETC Institute (2013)

Page 49

City of Lee's Summit 2013 Citizen Survey: Final Report

Importance-Satisfaction Rating City of Lee's Summit

City Code Enforcement

Category of Service

Most Important %

Most ImportanceImportant Satisfaction Satisfaction Satisfaction I-S Rating Rank Rank % Rank Rating

High Priority (IS .10-.20)

Enforcing the clean-up of litter and debris Enforcing the maintenance of residential property

Enforcing the mowing of grass/weeds on private property

49% 34% 26%

1 3 4

60% 50% 50%

2 5 6

0.1951 0.1688 0.1278

1 2 3

22% 48% 7%

5 2 6

60% 85% 56%

3 1 4

0.0871 0.0708 0.0299

4 5 6

Medium Priority (IS <.10)

Enforcing the maintenance of business property Overall appearance of the City Enforcing sign regulations

Note: The I-S Rating is calculated by multiplying the "Most Important" % by (1-'Satisfaction' %) Most Important %:

Satisfaction %:

ÂŠ 2013 DirectionFinder by ETC Institute

ETC Institute (2013)

Page 50

City of Lee's Summit 2013 Citizen Survey: Final Report

Importance-Satisfaction Rating City of Lee's Summit

Parks and Recreation Category of Service

Most Important %

Most Important Rank

ImportanceSatisfaction Satisfaction Satisfaction % Rank Rating

74% 34%

1 2

85% 70%

2 10

0.1109 0.1028

1 2

32% 19% 21% 24% 14% 20% 12% 17% 10% 25% 13% 11% 9% 3% 1%

3 8 6 5 10 7 12 9 14 4 11 13 15 16 17

73% 60% 69% 79% 68% 80% 66% 78% 65% 86% 72% 73% 67% 71% 69%

6 17 11 4 13 3 15 5 16 1 8 7 14 9 12

0.0864 0.0748 0.0663 0.0486 0.0437 0.0412 0.0394 0.0363 0.0356 0.0356 0.0350 0.0290 0.0281 0.0081 0.0041

3 4

I-S Rating Rank

High Priority (IS .10-.20)

Maintenance of city parks Youth Athletic Programs Medium Priority (IS <.10)

Miles of walking/biking trails Fees charged for activities Other recreation programs Downtown Summer Music Festivals Number of playgrounds Legacy Park Community Center Adult Athletic Programs Legacy Park Youth Sports Fields Youth Sports Practice Areas Number of city parks Leeâ&#x20AC;&#x2122;s Summit Parks and Recreation Board Gamber Community Center Ease of registering for programs Harris Park Community Center Hartman Park Sports Area

5 6 7 8 9 10 11 12 13 14 15 16 17

Note: The I-S Rating is calculated by multiplying the "Most Important" % by (1-'Satisfaction' %) Most Important %:

Satisfaction %:

ÂŠ 2013 DirectionFinder by ETC Institute

ETC Institute (2013)

Page 51

City of Lee's Summit 2013 Citizen Survey: Final Report

Importance-Satisfaction Rating City of Lee's Summit

Customer Service

Category of Service

Most Important %

Most Important Rank

56% 40% 49% 33%

1 3 2 4

ImportanceSatisfaction Satisfaction Satisfaction I-S Rating % Rank Rating Rank

Medium Priority (IS <.10)

They gave prompt, accurate, and complete answers to questions They helped you resolve an issue to your satisfaction They did what they said they would do in a timely manner They were courteous and polite

87% 82% 86% 92%

2 4 3 1

0.0743 0.0742 0.0692 0.0278

1 2 3 4

Note: The I-S Rating is calculated by multiplying the "Most Important" % by (1-'Satisfaction' %) Most Important %:

Satisfaction %:

ÂŠ 2013 DirectionFinder by ETC Institute

ETC Institute (2013)

Page 52

City of Lee's Summit 2013 Citizen Survey: Final Report

The Importance‐Satisfaction rating is based on the concept that public agencies will maximize overall customer satisfaction by emphasizing improvements in those areas where the level of satisfaction is relatively low and the perceived importance of the service is relatively high. ETC Institute developed an Importance‐Satisfaction Matrix to display the perceived importance of major services that were assessed on the survey against the perceived quality of service delivery. The two axes on the matrix represent Satisfaction (vertical) and relative Importance (horizontal). The I‐S (Importance‐Satisfaction) matrix should be interpreted as follows.  Continued Emphasis (above average importance and above average satisfaction). This area shows where the City is meeting customer expectations. Items in this area have a significant impact on the customer’s overall level of satisfaction. The City should maintain (or slightly increase) emphasis on items in this area.  Exceeding Expectations (below average importance and above average satisfaction). This area shows where the City is performing significantly better than customers expect the City to perform. Items in this area do not significantly affect the overall level of satisfaction that residents have with City services. The City should maintain (or slightly decrease) emphasis on items in this area.  Opportunities for Improvement (above average importance and below average satisfaction). This area shows where the City is not performing as well as residents expect the City to perform. This area has a significant impact on customer satisfaction, and the City should DEFINITELY increase emphasis on items in this area.  Less Important (below average importance and below average satisfaction). This area shows where the City is not performing well relative to the City’s performance in other areas; however, this area is generally considered to be less important to residents. This area does not significantly affect overall satisfaction with City services because the items are less important to residents. The agency should maintain current levels of emphasis on items in this area. Matrices showing the results for Lee’s Summit are provided on the following pages.

ETC Institute (2013)

Page 53

Importance‐Satisfaction Analysis

Importance‐Satisfaction Matrix Analysis.

City of Lee's Summit 2013 Citizen Survey: Final Report

2013 Lee's Summit Citizen Survey Importance-Satisfaction Assessment Matrix -Overall City Services(points on the graph show deviations from the mean importance and Satisfaction ratings given by respondents to the survey)

mean importance

Continued Emphasis

Exceeded Expectations

higher importance/higher Satisfaction

lower importance/higher Satisfaction

Quality of police services

and recreation programs/facilities

Quality of sanitary sewer Quality of customer services Quality of public safety education programs

!Quality of water services ! Maintenance of streets/

!Communication

municipal buildings/ facilities

! Flow of traffic/congestion management

Enforcement of private property/ building ordinances

Less Important

Opportunities for Improvement

lower importance/lower Satisfaction

Lower Importance Source: ETC Institute (2013) ETC Institute (2013)

! New commercial Programs to connect citizens w/ City ! development ! Quality of municipal court! ! ! Quality of stormwater runoff/stormwater management system

Quality of fire/emergency medical services

mean satisfaction

Satisfaction Rating

! Quality of parks

higher importance/lower Satisfaction

Importance Rating

Higher Importance Page 54

City of Lee's Summit 2013 Citizen Survey: Final Report

2013 Lee's Summit Citizen Survey Importance-Satisfaction Assessment Matrix -Police Services(points on the graph show deviations from the mean importance and Satisfaction ratings given by respondents to the survey)

mean importance

Continued Emphasis

Exceeded Expectations

higher importance/higher Satisfaction

lower importance/higher Satisfaction

! How quickly police respond to emergencies

Visibility of police in neighborhoods

Visibility of police in business districts

Efforts to prevent crime

mean Satisfaction

Satisfaction Rating

Overall professionalism of police employees

!Quality of animal control Less Important

Opportunities for Improvement higher importance/lower Satisfaction

lower importance/lower Satisfaction

Lower Importance Source: ETC Institute (2013) ETC Institute (2013)

Importance Rating

Higher Importance Page 55

City of Lee's Summit 2013 Citizen Survey: Final Report

2013 Lee's Summit Citizen Survey Importance-Satisfaction Assessment Matrix -Fire and Emergency Medical Services(points on the graph show deviations from the mean importance and Satisfaction ratings given by respondents to the survey)

mean importance

Continued Emphasis

Exceeded Expectations

higher importance/higher Satisfaction

Quality of local fire protection

Quality of ambulance service How quickly fire department respond to emergencies

!Number of fire stations

!Visibility of fire department personnel

satisfaction Agreement

Satisfaction Rating

lower importance/higher Satisfaction

!Efforts to enhance fire prevention Less Important

Opportunities for Improvement

lower importance/lower Satisfaction

Lower Importance Source: ETC Institute (2013) ETC Institute (2013)

higher importance/lower Satisfaction

Importance Rating

Higher Importance Page 56

City of Lee's Summit 2013 Citizen Survey: Final Report

2013 Lee's Summit Citizen Survey Importance-Satisfaction Assessment Matrix -City Services(points on the graph show deviations from the mean importance and Satisfaction ratings given by respondents to the survey)

mean importance

Continued Emphasis

Exceeded Expectations

higher importance/higher Satisfaction

lower importance/higher Satisfaction

Cleanliness of city streets/other public areas

Satisfaction Rating

Snow removal on major city streets Maintenance of city streets

!Maintenance of Maintenance of stormwater drainage system Maintenance of sidewalks in the city Adequacy of shared use path/trail system

Adequacy of bicycling accommodations

traffic signals/ street signs

! !Snow removal on

!Adequacy of

neighborhood streets

sidewalks

!Adequacy of public Less Important

transportation system

Opportunities for Improvement

lower importance/lower Satisfaction

Lower Importance Source: ETC Institute (2013) ETC Institute (2013)

higher importance/lower Satisfaction

Importance Rating

Higher Importance Page 57

mean satisfaction

Maintenance/preservation of downtown

City of Lee's Summit 2013 Citizen Survey: Final Report

2013 Lee's Summit Citizen Survey Importance-Satisfaction Assessment Matrix -City Code Enforcement(points on the graph show deviations from the mean importance and Satisfaction ratings given by respondents to the survey)

mean importance

Continued Emphasis

Satisfaction Rating

lower importance/higher Satisfaction

Overall appearance of the city

!Enforcing

maintenance of Enforcing sign business regulations property Enforcing mowing of grass/weeds on private property

Less Important

Enforcing clean-up of litter/debris

Source: ETC Institute (2013) ETC Institute (2013)

!Enforcing maintenance of residential property

Opportunities for Improvement higher importance/lower Satisfaction

lower importance/lower Satisfaction

Lower Importance

higher importance/higher Satisfaction

satisfaction Agreement

Exceeded Expectations

Importance Rating

Higher Importance Page 58

City of Lee's Summit 2013 Citizen Survey: Final Report

2013 Lee's Summit Citizen Survey Importance-Satisfaction Assessment Matrix -Parks and Recreation(points on the graph show deviations from the mean importance and Satisfaction ratings given by respondents to the survey)

mean importance

Continued Emphasis

Exceeded Expectations

higher importance/higher Satisfaction

lower importance/higher Satisfaction

Maintenance of city parks

Legacy Park community center Legacy Park youth sports fields

! !Downtown summer music festivals

Leeâ&#x20AC;&#x2122;s Summit parks and recreation board Gamber community center

Harris Park community center Number of playgrounds Hartman Park sports area

!Miles of walking/biking trails

! ! !

satisfaction Agreement

Satisfaction Rating

! Number of city parks

Other recreation programs

!Youth athletic programs

Ease of registering for programs Youth sports practice areas Adult athletic programs

Fees charged for activities

Less Important

Opportunities for Improvement higher importance/lower Satisfaction

lower importance/lower Satisfaction

Lower Importance Source: ETC Institute (2013) ETC Institute (2013)

Importance Rating

Higher Importance Page 59

City of Lee's Summit 2013 Citizen Survey: Final Report

2013 Lee's Summit Citizen Survey Importance-Satisfaction Assessment Matrix -Customer Service(points on the graph show deviations from the mean importance and Satisfaction ratings given by respondents to the survey)

mean importance

Continued Emphasis

Exceeded Expectations

higher importance/higher Satisfaction

lower importance/higher Satisfaction

satisfaction Agreement

Satisfaction Rating

!They were courteous and polite

They did what they said they would do in a timely matter

They gave prompt, accurate and complete answers to questions

They helped you resolve an issue to your satisfaction

Less Important

Opportunities for Improvement

lower importance/lower Satisfaction

Lower Importance Source: ETC Institute (2013) ETC Institute (2013)

higher importance/lower Satisfaction

Importance Rating

Higher Importance Page 60

City of Lee's Summit 2013 Citizen Survey: Final Report

Section 4:

GIS Mapping

ETC Institute (2013)

Page 61

City of Lee's Summit 2013 Citizen Survey: Final Report

Interpreting the Maps The maps on the following pages show the mean ratings for several questions by Census Block Group within Lee’s Summit, Missouri. If all areas on a map are the same color, then most residents in the City generally feel the same about that issue. When reading the maps, please use the following color scheme as a guide: • DARK/LIGHT BLUE shades generally indicate POSITIVE ratings. Shades of blue generally indicate higher levels of satisfaction, higher likelihood, higher safety ratings, higher agreement ratings or higher levels of support for the issue in question. For Question 25, shades of blue indicate higher “much too slow” or “too slow” ratings. • OFF-WHITE shades indicate NEUTRAL ratings. Shades of off-white generally indicate that residents thought the quality of service delivery is adequate or that residents were neutral about the issue in question. For Question 25, shades of tan indicate higher “just right” ratings. • ORANGE/RED shades indicate NEGATIVE ratings. Shades of orange/red generally indicate higher levels dissatisfaction, lower levels of likelihood, lower safety ratings, lower agreement ratings and/or lower levels of support for the item in question. For Question 25, shades of red indicate higher “much too fast” or “too fast” ratings.

ETC Institute (2013)

Page 62

City of Lee's Summit 2013 Citizen Survey: Final Report

Location of Survey Respondents

2013 Leeâ&#x20AC;&#x2122;s Summit Citizen Survey ETC Institute (2013)

Page 63

City of Lee's Summit 2013 Citizen Survey: Final Report

Q1a. Overall image of City Government

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Dissatisfied 1.8‐2.6 Dissatisfied 2.6‐3.4 Neutral 3.4‐4.2 Satisfied

2013 Lee’s Summit Citizen Survey Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

4.2‐5.0 Very Satisfied Other (no responses) Page 64

City of Lee's Summit 2013 Citizen Survey: Final Report

Q1b. How well the City is managing growth

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Dissatisfied 1.8‐2.6 Dissatisfied 2.6‐3.4 Neutral 3.4‐4.2 Satisfied

2013 Lee’s Summit Citizen Survey Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

4.2‐5.0 Very Satisfied Other (no responses) Page 65

City of Lee's Summit 2013 Citizen Survey: Final Report

Q1c. Overall quality of life in the City

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Dissatisfied 1.8‐2.6 Dissatisfied 2.6‐3.4 Neutral 3.4‐4.2 Satisfied

2013 Lee’s Summit Citizen Survey Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

4.2‐5.0 Very Satisfied Other (no responses) Page 66

City of Lee's Summit 2013 Citizen Survey: Final Report

Q1d. Overall quality of services provided by the City of Lee’s Summit

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Dissatisfied 1.8‐2.6 Dissatisfied 2.6‐3.4 Neutral 3.4‐4.2 Satisfied

2013 Lee’s Summit Citizen Survey

4.2‐5.0 Very Satisfied Other (no responses)

Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

Page 67

City of Lee's Summit 2013 Citizen Survey: Final Report

Q1e. Overall value that you receive for your City tax dollars and fees

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Dissatisfied 1.8‐2.6 Dissatisfied 2.6‐3.4 Neutral 3.4‐4.2 Satisfied

2013 Lee’s Summit Citizen Survey

4.2‐5.0 Very Satisfied Other (no responses)

Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

Page 68

City of Lee's Summit 2013 Citizen Survey: Final Report

Q2a. Overall quality of leadership provided by your City elected officials

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Dissatisfied 1.8‐2.6 Dissatisfied 2.6‐3.4 Neutral 3.4‐4.2 Satisfied

2013 Lee’s Summit Citizen Survey

4.2‐5.0 Very Satisfied Other (no responses)

Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

Page 69

City of Lee's Summit 2013 Citizen Survey: Final Report

Q2b. Overall effectiveness of appointed boards and commissions

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Dissatisfied 1.8‐2.6 Dissatisfied 2.6‐3.4 Neutral 3.4‐4.2 Satisfied

2013 Lee’s Summit Citizen Survey

4.2‐5.0 Very Satisfied Other (no responses)

Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

Page 70

City of Lee's Summit 2013 Citizen Survey: Final Report

Q2c. Overall effectiveness of the City Manager and professional staff

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Dissatisfied 1.8‐2.6 Dissatisfied 2.6‐3.4 Neutral 3.4‐4.2 Satisfied

2013 Lee’s Summit Citizen Survey

4.2‐5.0 Very Satisfied Other (no responses)

Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

Page 71

City of Lee's Summit 2013 Citizen Survey: Final Report

Q3a. Rate of growth in Lee’s Summit

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Dissatisfied 1.8‐2.6 Dissatisfied 2.6‐3.4 Neutral 3.4‐4.2 Satisfied

2013 Lee’s Summit Citizen Survey Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

4.2‐5.0 Very Satisfied Other (no responses) Page 72

City of Lee's Summit 2013 Citizen Survey: Final Report

Q3b. Quality of business growth

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Dissatisfied 1.8‐2.6 Dissatisfied 2.6‐3.4 Neutral 3.4‐4.2 Satisfied

2013 Lee’s Summit Citizen Survey Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

4.2‐5.0 Very Satisfied Other (no responses) Page 73

City of Lee's Summit 2013 Citizen Survey: Final Report

Q3c. Quality of residential growth

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Dissatisfied 1.8‐2.6 Dissatisfied 2.6‐3.4 Neutral 3.4‐4.2 Satisfied

2013 Lee’s Summit Citizen Survey Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

4.2‐5.0 Very Satisfied Other (no responses) Page 74

City of Lee's Summit 2013 Citizen Survey: Final Report

Q4a. Recommend the City of Lee’s Summit to others as a place to live

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Not Likely at All 1.8‐2.6 Not Likely 2.6‐3.4 Neutral 3.4‐4.2 Likely

2013 Lee’s Summit Citizen Survey

4.2‐5.0 Very Likely Other (no responses)

Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

Page 75

City of Lee's Summit 2013 Citizen Survey: Final Report

Q4b. Recommend the City of Lee’s Summit to others as a place to do business

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Not Likely at All 1.8‐2.6 Not Likely 2.6‐3.4 Neutral 3.4‐4.2 Likely

2013 Lee’s Summit Citizen Survey

4.2‐5.0 Very Likely Other (no responses)

Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

Page 76

City of Lee's Summit 2013 Citizen Survey: Final Report

Q4c. Recommend the City of Lee’s Summit’s financial health to a visitor

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Not Likely at All 1.8‐2.6 Not Likely 2.6‐3.4 Neutral 3.4‐4.2 Likely

2013 Lee’s Summit Citizen Survey Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

4.2‐5.0 Very Likely Other (no responses) Page 77

City of Lee's Summit 2013 Citizen Survey: Final Report

Q5a. Overall quality of police services

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Dissatisfied 1.8‐2.6 Dissatisfied 2.6‐3.4 Neutral 3.4‐4.2 Satisfied

2013 Lee’s Summit Citizen Survey Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

4.2‐5.0 Very Satisfied Other (no responses) Page 78

City of Lee's Summit 2013 Citizen Survey: Final Report

Q5b. Overall quality of fire and emergency medical services

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Dissatisfied 1.8‐2.6 Dissatisfied 2.6‐3.4 Neutral 3.4‐4.2 Satisfied

2013 Lee’s Summit Citizen Survey

4.2‐5.0 Very Satisfied Other (no responses)

Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

Page 79

City of Lee's Summit 2013 Citizen Survey: Final Report

Q5c. Overall quality of parks and recreation programs and facilities

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Dissatisfied 1.8‐2.6 Dissatisfied 2.6‐3.4 Neutral 3.4‐4.2 Satisfied

2013 Lee’s Summit Citizen Survey Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

4.2‐5.0 Very Satisfied Other (no responses) Page 80

City of Lee's Summit 2013 Citizen Survey: Final Report

Q5d. Overall maintenance of streets, municipal buildings and facilities

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Dissatisfied 1.8‐2.6 Dissatisfied 2.6‐3.4 Neutral 3.4‐4.2 Satisfied

2013 Lee’s Summit Citizen Survey Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

4.2‐5.0 Very Satisfied Other (no responses) Page 81

City of Lee's Summit 2013 Citizen Survey: Final Report

Q5e. Overall enforcement of private property/ building maintenance ordinances

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Dissatisfied 1.8‐2.6 Dissatisfied 2.6‐3.4 Neutral 3.4‐4.2 Satisfied

2013 Lee’s Summit Citizen Survey

4.2‐5.0 Very Satisfied Other (no responses)

Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

Page 82

City of Lee's Summit 2013 Citizen Survey: Final Report

Q5f. Overall quality of public safety education programs

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Dissatisfied 1.8‐2.6 Dissatisfied 2.6‐3.4 Neutral 3.4‐4.2 Satisfied

2013 Lee’s Summit Citizen Survey Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

4.2‐5.0 Very Satisfied Other (no responses) Page 83

City of Lee's Summit 2013 Citizen Survey: Final Report

Q5g. Overall quality of customer service you receive from City employees

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Dissatisfied 1.8‐2.6 Dissatisfied 2.6‐3.4 Neutral 3.4‐4.2 Satisfied

2013 Lee’s Summit Citizen Survey

4.2‐5.0 Very Satisfied Other (no responses)

Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

Page 84

City of Lee's Summit 2013 Citizen Survey: Final Report

Q5h. Overall quality of communication

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Dissatisfied 1.8‐2.6 Dissatisfied 2.6‐3.4 Neutral 3.4‐4.2 Satisfied

2013 Lee’s Summit Citizen Survey Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

4.2‐5.0 Very Satisfied Other (no responses) Page 85

City of Lee's Summit 2013 Citizen Survey: Final Report

Q5i. Overall quality of programs designed to connect citizens with the City

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Dissatisfied 1.8‐2.6 Dissatisfied 2.6‐3.4 Neutral 3.4‐4.2 Satisfied

2013 Lee’s Summit Citizen Survey

4.2‐5.0 Very Satisfied Other (no responses)

Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

Page 86

City of Lee's Summit 2013 Citizen Survey: Final Report

Q5j. Overall quality of new commercial development in the City

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Dissatisfied 1.8‐2.6 Dissatisfied 2.6‐3.4 Neutral 3.4‐4.2 Satisfied

2013 Lee’s Summit Citizen Survey

4.2‐5.0 Very Satisfied Other (no responses)

Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

Page 87

City of Lee's Summit 2013 Citizen Survey: Final Report

Q5k. Overall quality of the City’s stormwater runoff/ stormwater management system

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Dissatisfied 1.8‐2.6 Dissatisfied 2.6‐3.4 Neutral 3.4‐4.2 Satisfied

2013 Lee’s Summit Citizen Survey

4.2‐5.0 Very Satisfied Other (no responses)

Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

Page 88

City of Lee's Summit 2013 Citizen Survey: Final Report

Q5l. Overall flow of traffic and congestion management in Lee’s Summit

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Dissatisfied 1.8‐2.6 Dissatisfied 2.6‐3.4 Neutral 3.4‐4.2 Satisfied

2013 Lee’s Summit Citizen Survey Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

4.2‐5.0 Very Satisfied Other (no responses) Page 89

City of Lee's Summit 2013 Citizen Survey: Final Report

Q5m. Overall quality of water services

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Dissatisfied 1.8‐2.6 Dissatisfied 2.6‐3.4 Neutral 3.4‐4.2 Satisfied

2013 Lee’s Summit Citizen Survey Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

4.2‐5.0 Very Satisfied Other (no responses) Page 90

City of Lee's Summit 2013 Citizen Survey: Final Report

Q5n. Overall quality of sanitary sewer (wastewater) services

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Dissatisfied 1.8‐2.6 Dissatisfied 2.6‐3.4 Neutral 3.4‐4.2 Satisfied

2013 Lee’s Summit Citizen Survey Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

4.2‐5.0 Very Satisfied Other (no responses) Page 91

City of Lee's Summit 2013 Citizen Survey: Final Report

Q5o. Overall quality of municipal court

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Dissatisfied 1.8‐2.6 Dissatisfied 2.6‐3.4 Neutral 3.4‐4.2 Satisfied

2013 Lee’s Summit Citizen Survey Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

4.2‐5.0 Very Satisfied Other (no responses) Page 92

City of Lee's Summit 2013 Citizen Survey: Final Report

Q7a. The visibility of police in neighborhoods

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Dissatisfied 1.8‐2.6 Dissatisfied 2.6‐3.4 Neutral 3.4‐4.2 Satisfied

2013 Lee’s Summit Citizen Survey Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

4.2‐5.0 Very Satisfied Other (no responses) Page 93

City of Lee's Summit 2013 Citizen Survey: Final Report

Q7b. The visibility of police in business districts

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Dissatisfied 1.8‐2.6 Dissatisfied 2.6‐3.4 Neutral 3.4‐4.2 Satisfied

2013 Lee’s Summit Citizen Survey Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

4.2‐5.0 Very Satisfied Other (no responses) Page 94

City of Lee's Summit 2013 Citizen Survey: Final Report

Q7c. Efforts to prevent crime

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Dissatisfied 1.8‐2.6 Dissatisfied 2.6‐3.4 Neutral 3.4‐4.2 Satisfied

2013 Lee’s Summit Citizen Survey Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

4.2‐5.0 Very Satisfied Other (no responses) Page 95

City of Lee's Summit 2013 Citizen Survey: Final Report

Q7d. Overall professionalism of police employees

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Dissatisfied 1.8‐2.6 Dissatisfied 2.6‐3.4 Neutral 3.4‐4.2 Satisfied

2013 Lee’s Summit Citizen Survey Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

4.2‐5.0 Very Satisfied Other (no responses) Page 96

City of Lee's Summit 2013 Citizen Survey: Final Report

Q7e. How quickly the police department responds to emergencies

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Dissatisfied 1.8‐2.6 Dissatisfied 2.6‐3.4 Neutral 3.4‐4.2 Satisfied

2013 Lee’s Summit Citizen Survey

4.2‐5.0 Very Satisfied Other (no responses)

Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

Page 97

City of Lee's Summit 2013 Citizen Survey: Final Report

Q7f. Quality of animal control

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Dissatisfied 1.8‐2.6 Dissatisfied 2.6‐3.4 Neutral 3.4‐4.2 Satisfied

2013 Lee’s Summit Citizen Survey Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

4.2‐5.0 Very Satisfied Other (no responses) Page 98

City of Lee's Summit 2013 Citizen Survey: Final Report

Q9a. Overall quality of local fire protection

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Dissatisfied 1.8‐2.6 Dissatisfied 2.6‐3.4 Neutral 3.4‐4.2 Satisfied

2013 Lee’s Summit Citizen Survey Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

4.2‐5.0 Very Satisfied Other (no responses) Page 99

City of Lee's Summit 2013 Citizen Survey: Final Report

Q9b. Overall quality of ambulance service

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Dissatisfied 1.8‐2.6 Dissatisfied 2.6‐3.4 Neutral 3.4‐4.2 Satisfied

2013 Lee’s Summit Citizen Survey Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

4.2‐5.0 Very Satisfied Other (no responses) Page 100

City of Lee's Summit 2013 Citizen Survey: Final Report

Q9c. Visibility of fire department personnel

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Dissatisfied 1.8‐2.6 Dissatisfied 2.6‐3.4 Neutral 3.4‐4.2 Satisfied

2013 Lee’s Summit Citizen Survey Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

4.2‐5.0 Very Satisfied Other (no responses) Page 101

City of Lee's Summit 2013 Citizen Survey: Final Report

Q9d. Efforts to enhance fire prevention

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Dissatisfied 1.8‐2.6 Dissatisfied 2.6‐3.4 Neutral 3.4‐4.2 Satisfied

2013 Lee’s Summit Citizen Survey Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

4.2‐5.0 Very Satisfied Other (no responses) Page 102

City of Lee's Summit 2013 Citizen Survey: Final Report

Q9e. The number of fire stations

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Dissatisfied 1.8‐2.6 Dissatisfied 2.6‐3.4 Neutral 3.4‐4.2 Satisfied

2013 Lee’s Summit Citizen Survey Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

4.2‐5.0 Very Satisfied Other (no responses) Page 103

City of Lee's Summit 2013 Citizen Survey: Final Report

Q9f. How quickly the fire department responds to emergencies

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Dissatisfied 1.8‐2.6 Dissatisfied 2.6‐3.4 Neutral 3.4‐4.2 Satisfied

2013 Lee’s Summit Citizen Survey

4.2‐5.0 Very Satisfied Other (no responses)

Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

Page 104

City of Lee's Summit 2013 Citizen Survey: Final Report

Q11a. Feeling of safety in your neighborhood during the day

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Unsafe 1.8‐2.6 Unsafe 2.6‐3.4 Neutral 3.4‐4.2 Safe

2013 Lee’s Summit Citizen Survey Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

4.2‐5.0 Very Safe Other (no responses) Page 105

City of Lee's Summit 2013 Citizen Survey: Final Report

Q11b. Feeling of safety in your neighborhood at night

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Unsafe 1.8‐2.6 Unsafe 2.6‐3.4 Neutral 3.4‐4.2 Safe

2013 Lee’s Summit Citizen Survey Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

4.2‐5.0 Very Safe Other (no responses) Page 106

City of Lee's Summit 2013 Citizen Survey: Final Report

Q11c. Feeling of safety in City parks during the day

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Unsafe 1.8‐2.6 Unsafe 2.6‐3.4 Neutral 3.4‐4.2 Safe

2013 Lee’s Summit Citizen Survey Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

4.2‐5.0 Very Safe Other (no responses) Page 107

City of Lee's Summit 2013 Citizen Survey: Final Report

Q11d. Feeling of safety in City parks at night

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Unsafe 1.8‐2.6 Unsafe 2.6‐3.4 Neutral 3.4‐4.2 Safe

2013 Lee’s Summit Citizen Survey Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

4.2‐5.0 Very Safe Other (no responses) Page 108

City of Lee's Summit 2013 Citizen Survey: Final Report

Q11e. Feeling of safety while traveling on City streets

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Unsafe 1.8‐2.6 Unsafe 2.6‐3.4 Neutral 3.4‐4.2 Safe

2013 Lee’s Summit Citizen Survey Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

4.2‐5.0 Very Safe Other (no responses) Page 109

City of Lee's Summit 2013 Citizen Survey: Final Report

Q11f. Feeling of safety in other public areas in Lee’s Summit

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Unsafe 1.8‐2.6 Unsafe 2.6‐3.4 Neutral 3.4‐4.2 Safe

2013 Lee’s Summit Citizen Survey Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

4.2‐5.0 Very Safe Other (no responses) Page 110

City of Lee's Summit 2013 Citizen Survey: Final Report

Q11g. Overall feeling of safety in Lee’s Summit

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Unsafe 1.8‐2.6 Unsafe 2.6‐3.4 Neutral 3.4‐4.2 Safe

2013 Lee’s Summit Citizen Survey Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

4.2‐5.0 Very Safe Other (no responses) Page 111

City of Lee's Summit 2013 Citizen Survey: Final Report

Q12a. Maintenance of City streets

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Dissatisfied 1.8‐2.6 Dissatisfied 2.6‐3.4 Neutral 3.4‐4.2 Satisfied

2013 Lee’s Summit Citizen Survey Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

4.2‐5.0 Very Satisfied Other (no responses) Page 112

City of Lee's Summit 2013 Citizen Survey: Final Report

Q12b. Maintenance of sidewalks in the City

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Dissatisfied 1.8‐2.6 Dissatisfied 2.6‐3.4 Neutral 3.4‐4.2 Satisfied

2013 Lee’s Summit Citizen Survey Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

4.2‐5.0 Very Satisfied Other (no responses) Page 113

City of Lee's Summit 2013 Citizen Survey: Final Report

Q12c. Maintenance of City traffic signals/street signs

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Dissatisfied 1.8‐2.6 Dissatisfied 2.6‐3.4 Neutral 3.4‐4.2 Satisfied

2013 Lee’s Summit Citizen Survey Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

4.2‐5.0 Very Satisfied Other (no responses) Page 114

City of Lee's Summit 2013 Citizen Survey: Final Report

Q12d. Adequacy of the public transportation system

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Dissatisfied 1.8‐2.6 Dissatisfied 2.6‐3.4 Neutral 3.4‐4.2 Satisfied

2013 Lee’s Summit Citizen Survey Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

4.2‐5.0 Very Satisfied Other (no responses) Page 115

City of Lee's Summit 2013 Citizen Survey: Final Report

Q12e. Adequacy of sidewalks

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Dissatisfied 1.8‐2.6 Dissatisfied 2.6‐3.4 Neutral 3.4‐4.2 Satisfied

2013 Lee’s Summit Citizen Survey Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

4.2‐5.0 Very Satisfied Other (no responses) Page 116

City of Lee's Summit 2013 Citizen Survey: Final Report

Q12f. Adequacy of the shared use path/trail system

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Dissatisfied 1.8‐2.6 Dissatisfied 2.6‐3.4 Neutral 3.4‐4.2 Satisfied

2013 Lee’s Summit Citizen Survey Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

4.2‐5.0 Very Satisfied Other (no responses) Page 117

City of Lee's Summit 2013 Citizen Survey: Final Report

Q12g. Adequacy of bicycling accommodations

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Dissatisfied 1.8‐2.6 Dissatisfied 2.6‐3.4 Neutral 3.4‐4.2 Satisfied

2013 Lee’s Summit Citizen Survey Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

4.2‐5.0 Very Satisfied Other (no responses) Page 118

City of Lee's Summit 2013 Citizen Survey: Final Report

Q12h. Maintenance and preservation of downtown Lee’s Summit

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Dissatisfied 1.8‐2.6 Dissatisfied 2.6‐3.4 Neutral 3.4‐4.2 Satisfied

2013 Lee’s Summit Citizen Survey Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

4.2‐5.0 Very Satisfied Other (no responses) Page 119

City of Lee's Summit 2013 Citizen Survey: Final Report

Q12i. Snow removal on major City streets

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Dissatisfied 1.8‐2.6 Dissatisfied 2.6‐3.4 Neutral 3.4‐4.2 Satisfied

2013 Lee’s Summit Citizen Survey Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

4.2‐5.0 Very Satisfied Other (no responses) Page 120

City of Lee's Summit 2013 Citizen Survey: Final Report

Q12j. Snow removal on streets in your neighborhood

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Dissatisfied 1.8‐2.6 Dissatisfied 2.6‐3.4 Neutral 3.4‐4.2 Satisfied

2013 Lee’s Summit Citizen Survey Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

4.2‐5.0 Very Satisfied Other (no responses) Page 121

City of Lee's Summit 2013 Citizen Survey: Final Report

Q12k. Overall cleanliness of City streets and other public areas

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Dissatisfied 1.8‐2.6 Dissatisfied 2.6‐3.4 Neutral 3.4‐4.2 Satisfied

2013 Lee’s Summit Citizen Survey

4.2‐5.0 Very Satisfied Other (no responses)

Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

Page 122

City of Lee's Summit 2013 Citizen Survey: Final Report

Q12l. Maintenance of stormwater drainage system

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Dissatisfied 1.8‐2.6 Dissatisfied 2.6‐3.4 Neutral 3.4‐4.2 Satisfied

2013 Lee’s Summit Citizen Survey Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

4.2‐5.0 Very Satisfied Other (no responses) Page 123

City of Lee's Summit 2013 Citizen Survey: Final Report

Q14a. Enforcing the clean-up of litter and debris

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Dissatisfied 1.8‐2.6 Dissatisfied 2.6‐3.4 Neutral 3.4‐4.2 Satisfied

2013 Lee’s Summit Citizen Survey Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

4.2‐5.0 Very Satisfied Other (no responses) Page 124

City of Lee's Summit 2013 Citizen Survey: Final Report

Q14b. Enforcing the mowing of grass and weeds on private property

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Dissatisfied 1.8‐2.6 Dissatisfied 2.6‐3.4 Neutral 3.4‐4.2 Satisfied

2013 Lee’s Summit Citizen Survey

4.2‐5.0 Very Satisfied Other (no responses)

Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

Page 125

City of Lee's Summit 2013 Citizen Survey: Final Report

Q14c. Enforcing the maintenance of residential property

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Dissatisfied 1.8‐2.6 Dissatisfied 2.6‐3.4 Neutral 3.4‐4.2 Satisfied

2013 Lee’s Summit Citizen Survey Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

4.2‐5.0 Very Satisfied Other (no responses) Page 126

City of Lee's Summit 2013 Citizen Survey: Final Report

Q14d. Enforcing the maintenance of business property

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Dissatisfied 1.8‐2.6 Dissatisfied 2.6‐3.4 Neutral 3.4‐4.2 Satisfied

2013 Lee’s Summit Citizen Survey Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

4.2‐5.0 Very Satisfied Other (no responses) Page 127

City of Lee's Summit 2013 Citizen Survey: Final Report

Q14e. Enforcing sign regulations

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Dissatisfied 1.8‐2.6 Dissatisfied 2.6‐3.4 Neutral 3.4‐4.2 Satisfied

2013 Lee’s Summit Citizen Survey Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

4.2‐5.0 Very Satisfied Other (no responses) Page 128

City of Lee's Summit 2013 Citizen Survey: Final Report

Q14f. Overall appearance of the City

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Dissatisfied 1.8‐2.6 Dissatisfied 2.6‐3.4 Neutral 3.4‐4.2 Satisfied

2013 Lee’s Summit Citizen Survey Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

4.2‐5.0 Very Satisfied Other (no responses) Page 129

City of Lee's Summit 2013 Citizen Survey: Final Report

Q16a. Reliability of water pressure in your home

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Dissatisfied 1.8‐2.6 Dissatisfied 2.6‐3.4 Neutral 3.4‐4.2 Satisfied

2013 Lee’s Summit Citizen Survey Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

4.2‐5.0 Very Satisfied Other (no responses) Page 130

City of Lee's Summit 2013 Citizen Survey: Final Report

Q16b. The availability of account information

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Dissatisfied 1.8‐2.6 Dissatisfied 2.6‐3.4 Neutral 3.4‐4.2 Satisfied

2013 Lee’s Summit Citizen Survey Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

4.2‐5.0 Very Satisfied Other (no responses) Page 131

City of Lee's Summit 2013 Citizen Survey: Final Report

Q16c. Overall quality of customer service

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Dissatisfied 1.8‐2.6 Dissatisfied 2.6‐3.4 Neutral 3.4‐4.2 Satisfied

2013 Lee’s Summit Citizen Survey Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

4.2‐5.0 Very Satisfied Other (no responses) Page 132

City of Lee's Summit 2013 Citizen Survey: Final Report

Q17a. Lee’s Summit Parks and Recreation Board

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Dissatisfied 1.8‐2.6 Dissatisfied 2.6‐3.4 Neutral 3.4‐4.2 Satisfied

2013 Lee’s Summit Citizen Survey Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

4.2‐5.0 Very Satisfied Other (no responses) Page 133

City of Lee's Summit 2013 Citizen Survey: Final Report

Q17b. Maintenance of City parks

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Dissatisfied 1.8‐2.6 Dissatisfied 2.6‐3.4 Neutral 3.4‐4.2 Satisfied

2013 Lee’s Summit Citizen Survey Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

4.2‐5.0 Very Satisfied Other (no responses) Page 134

City of Lee's Summit 2013 Citizen Survey: Final Report

Q17c. Number of City parks

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Dissatisfied 1.8‐2.6 Dissatisfied 2.6‐3.4 Neutral 3.4‐4.2 Satisfied

2013 Lee’s Summit Citizen Survey Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

4.2‐5.0 Very Satisfied Other (no responses) Page 135

City of Lee's Summit 2013 Citizen Survey: Final Report

Q17d. Miles of walking/biking trails

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Dissatisfied 1.8‐2.6 Dissatisfied 2.6‐3.4 Neutral 3.4‐4.2 Satisfied

2013 Lee’s Summit Citizen Survey Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

4.2‐5.0 Very Satisfied Other (no responses) Page 136

City of Lee's Summit 2013 Citizen Survey: Final Report

Q17e. Legacy Park Community Center

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Dissatisfied 1.8‐2.6 Dissatisfied 2.6‐3.4 Neutral 3.4‐4.2 Satisfied

2013 Lee’s Summit Citizen Survey Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

4.2‐5.0 Very Satisfied Other (no responses) Page 137

City of Lee's Summit 2013 Citizen Survey: Final Report

Q17f. Harris Park Community Center

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Dissatisfied 1.8‐2.6 Dissatisfied 2.6‐3.4 Neutral 3.4‐4.2 Satisfied

2013 Lee’s Summit Citizen Survey Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

4.2‐5.0 Very Satisfied Other (no responses) Page 138

City of Lee's Summit 2013 Citizen Survey: Final Report

Q17g. Gamber Community Center

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Dissatisfied 1.8‐2.6 Dissatisfied 2.6‐3.4 Neutral 3.4‐4.2 Satisfied

2013 Lee’s Summit Citizen Survey Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

4.2‐5.0 Very Satisfied Other (no responses) Page 139

City of Lee's Summit 2013 Citizen Survey: Final Report

Q17h. Hartman Park Sports Area

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Dissatisfied 1.8‐2.6 Dissatisfied 2.6‐3.4 Neutral 3.4‐4.2 Satisfied

2013 Lee’s Summit Citizen Survey Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

4.2‐5.0 Very Satisfied Other (no responses) Page 140

City of Lee's Summit 2013 Citizen Survey: Final Report

Q17i. Legacy Park Youth Sports Fields

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Dissatisfied 1.8‐2.6 Dissatisfied 2.6‐3.4 Neutral 3.4‐4.2 Satisfied

2013 Lee’s Summit Citizen Survey Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

4.2‐5.0 Very Satisfied Other (no responses) Page 141

City of Lee's Summit 2013 Citizen Survey: Final Report

Q17j. Youth Sports Practice Areas

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Dissatisfied 1.8‐2.6 Dissatisfied 2.6‐3.4 Neutral 3.4‐4.2 Satisfied

2013 Lee’s Summit Citizen Survey Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

4.2‐5.0 Very Satisfied Other (no responses) Page 142

City of Lee's Summit 2013 Citizen Survey: Final Report

Q17k. Youth Athletic Programs

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Dissatisfied 1.8‐2.6 Dissatisfied 2.6‐3.4 Neutral 3.4‐4.2 Satisfied

2013 Lee’s Summit Citizen Survey Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

4.2‐5.0 Very Satisfied Other (no responses) Page 143

City of Lee's Summit 2013 Citizen Survey: Final Report

Q17l. Adult Athletic Programs

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Dissatisfied 1.8‐2.6 Dissatisfied 2.6‐3.4 Neutral 3.4‐4.2 Satisfied

2013 Lee’s Summit Citizen Survey Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

4.2‐5.0 Very Satisfied Other (no responses) Page 144

City of Lee's Summit 2013 Citizen Survey: Final Report

Q17m. Other recreation programs, such as classes and summer camps

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Dissatisfied 1.8‐2.6 Dissatisfied 2.6‐3.4 Neutral 3.4‐4.2 Satisfied

2013 Lee’s Summit Citizen Survey

4.2‐5.0 Very Satisfied Other (no responses)

Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

Page 145

City of Lee's Summit 2013 Citizen Survey: Final Report

Q17n. Ease of registering for programs

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Dissatisfied 1.8‐2.6 Dissatisfied 2.6‐3.4 Neutral 3.4‐4.2 Satisfied

2013 Lee’s Summit Citizen Survey Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

4.2‐5.0 Very Satisfied Other (no responses) Page 146

City of Lee's Summit 2013 Citizen Survey: Final Report

Q17o. Fees charged for activities

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Dissatisfied 1.8‐2.6 Dissatisfied 2.6‐3.4 Neutral 3.4‐4.2 Satisfied

2013 Lee’s Summit Citizen Survey Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

4.2‐5.0 Very Satisfied Other (no responses) Page 147

City of Lee's Summit 2013 Citizen Survey: Final Report

Q17p. Number of playgrounds

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Dissatisfied 1.8‐2.6 Dissatisfied 2.6‐3.4 Neutral 3.4‐4.2 Satisfied

2013 Lee’s Summit Citizen Survey Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

4.2‐5.0 Very Satisfied Other (no responses) Page 148

City of Lee's Summit 2013 Citizen Survey: Final Report

Q17q. Downtown Summer Music Festivals

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Dissatisfied 1.8‐2.6 Dissatisfied 2.6‐3.4 Neutral 3.4‐4.2 Satisfied

2013 Lee’s Summit Citizen Survey Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

4.2‐5.0 Very Satisfied Other (no responses) Page 149

City of Lee's Summit 2013 Citizen Survey: Final Report

Q19a. The availability of information about City programs and services

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Dissatisfied 1.8‐2.6 Dissatisfied 2.6‐3.4 Neutral 3.4‐4.2 Satisfied

2013 Lee’s Summit Citizen Survey

4.2‐5.0 Very Satisfied Other (no responses)

Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

Page 150

City of Lee's Summit 2013 Citizen Survey: Final Report

Q19b. City efforts to keep you informed about local issues

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Dissatisfied 1.8‐2.6 Dissatisfied 2.6‐3.4 Neutral 3.4‐4.2 Satisfied

2013 Lee’s Summit Citizen Survey Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

4.2‐5.0 Very Satisfied Other (no responses) Page 151

City of Lee's Summit 2013 Citizen Survey: Final Report

Q19c. The level of public involvement in local decision-making

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Dissatisfied 1.8‐2.6 Dissatisfied 2.6‐3.4 Neutral 3.4‐4.2 Satisfied

2013 Lee’s Summit Citizen Survey Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

4.2‐5.0 Very Satisfied Other (no responses) Page 152

City of Lee's Summit 2013 Citizen Survey: Final Report

Q19d. Information provided on the City’s website

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Dissatisfied 1.8‐2.6 Dissatisfied 2.6‐3.4 Neutral 3.4‐4.2 Satisfied

2013 Lee’s Summit Citizen Survey Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

4.2‐5.0 Very Satisfied Other (no responses) Page 153

City of Lee's Summit 2013 Citizen Survey: Final Report

Q19e. Programming on the City’s government access cable channels

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Very Dissatisfied 1.8‐2.6 Dissatisfied 2.6‐3.4 Neutral 3.4‐4.2 Satisfied

2013 Lee’s Summit Citizen Survey

4.2‐5.0 Very Satisfied Other (no responses)

Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

Page 154

City of Lee's Summit 2013 Citizen Survey: Final Report

Q24c-A. They were courteous and polite

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Never 1.8‐2.6 Seldom 2.6‐3.4 Sometimes 3.4‐4.2 Usually

2013 Lee’s Summit Citizen Survey Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

4.2‐5.0 Always Other (no responses) Page 155

City of Lee's Summit 2013 Citizen Survey: Final Report

Q24c-B. They gave prompt, accurate, and complete answers to questions

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Never 1.8‐2.6 Seldom 2.6‐3.4 Sometimes 3.4‐4.2 Usually

2013 Lee’s Summit Citizen Survey

4.2‐5.0 Always Other (no responses)

Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

Page 156

City of Lee's Summit 2013 Citizen Survey: Final Report

Q24c-C. They did what they said they would do in a timely manner

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Never 1.8‐2.6 Seldom 2.6‐3.4 Sometimes 3.4‐4.2 Usually

2013 Lee’s Summit Citizen Survey

4.2‐5.0 Always Other (no responses)

Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

Page 157

City of Lee's Summit 2013 Citizen Survey: Final Report

Q24c-D. They helped you resolve an issue to your satisfaction

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Never 1.8‐2.6 Seldom 2.6‐3.4 Sometimes 3.4‐4.2 Usually

2013 Lee’s Summit Citizen Survey Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

4.2‐5.0 Always Other (no responses) Page 158

City of Lee's Summit 2013 Citizen Survey: Final Report

Q25a. Pace of office development

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Much Too fast 1.8‐2.6 Too Fast 2.6‐3.4 Just RIght 3.4‐4.2 Too Slow

2013 Lee’s Summit Citizen Survey Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

4.2‐5.0 Much Too Slow Other (no responses) Page 159

City of Lee's Summit 2013 Citizen Survey: Final Report

Q25b. Pace of industrial development

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Much Too fast 1.8‐2.6 Too Fast 2.6‐3.4 Just RIght 3.4‐4.2 Too Slow

2013 Lee’s Summit Citizen Survey Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

4.2‐5.0 Much Too Slow Other (no responses) Page 160

City of Lee's Summit 2013 Citizen Survey: Final Report

Q25c. Pace of multi-family residential development

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Much Too fast 1.8‐2.6 Too Fast 2.6‐3.4 Just RIght 3.4‐4.2 Too Slow

2013 Lee’s Summit Citizen Survey Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

4.2‐5.0 Much Too Slow Other (no responses) Page 161

City of Lee's Summit 2013 Citizen Survey: Final Report

Q25d. Pace of single-family residential development

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Much Too fast 1.8‐2.6 Too Fast 2.6‐3.4 Just RIght 3.4‐4.2 Too Slow

2013 Lee’s Summit Citizen Survey Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

4.2‐5.0 Much Too Slow Other (no responses) Page 162

City of Lee's Summit 2013 Citizen Survey: Final Report

Q25e. Pace of retail development

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Much Too fast 1.8‐2.6 Too Fast 2.6‐3.4 Just RIght 3.4‐4.2 Too Slow

2013 Lee’s Summit Citizen Survey Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

4.2‐5.0 Much Too Slow Other (no responses) Page 163

City of Lee's Summit 2013 Citizen Survey: Final Report

Q26a. Support to encourage office development

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Not Support. at All 1.8‐2.6 Not Supportive 2.6‐3.4 Neutral 3.4‐4.2 Supportive

2013 Lee’s Summit Citizen Survey Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

4.2‐5.0 Very Supportive Other (no responses) Page 164

City of Lee's Summit 2013 Citizen Survey: Final Report

Q26b. Support to encourage industrial development

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Not Support. at All 1.8‐2.6 Not Supportive 2.6‐3.4 Neutral 3.4‐4.2 Supportive

2013 Lee’s Summit Citizen Survey Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

4.2‐5.0 Very Supportive Other (no responses) Page 165

City of Lee's Summit 2013 Citizen Survey: Final Report

Q26c. Support to encourage multi-family residential development

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Not Support. at All 1.8‐2.6 Not Supportive 2.6‐3.4 Neutral 3.4‐4.2 Supportive

2013 Lee’s Summit Citizen Survey Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

4.2‐5.0 Very Supportive Other (no responses) Page 166

City of Lee's Summit 2013 Citizen Survey: Final Report

Q26d. Support to encourage single-family residential development

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Not Support. at All 1.8‐2.6 Not Supportive 2.6‐3.4 Neutral 3.4‐4.2 Supportive

2013 Lee’s Summit Citizen Survey Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

4.2‐5.0 Very Supportive Other (no responses) Page 167

City of Lee's Summit 2013 Citizen Survey: Final Report

Q26e. Support to encourage retail development

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Not Support. at All 1.8‐2.6 Not Supportive 2.6‐3.4 Neutral 3.4‐4.2 Supportive

2013 Lee’s Summit Citizen Survey Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

4.2‐5.0 Very Supportive Other (no responses) Page 168

City of Lee's Summit 2013 Citizen Survey: Final Report

Q27. Support for the City becoming more aggressive with attracting commercial development

LEGEND Mean rating on a 5‐point scale, where:

1.0‐1.8 Not Support. at All 1.8‐2.6 Not Supportive 2.6‐3.4 Neutral 3.4‐4.2 Supportive

2013 Lee’s Summit Citizen Survey

4.2‐5.0 Very Supportive Other (no responses)

Shading - mean rating for all respondents by CBG (merged as needed)

ETC Institute (2013)

Page 169

City of Lee's Summit 2013 Citizen Survey: Final Report

Section 5:

Tabular Data

ETC Institute (2013)

Page 170

City of Lee's Summit 2013 Citizen Survey: Final Report

Q1. Several items that may influence your Perception of the City of Lee's Summit are listed below. Please rate each item on a scale of 1 to 5 where 5 means "Very Satisfied" and 1 means "Very Dissatisfied." (N=919) Satisfied 54.8%

Neutral 22.7%

Q1b. How well the City is managing growth

12.5%

52.6%

21.1%

8.3%

1.6%

3.8%

Q1c. Overall quality of life in the City

33.0%

55.8%

8.1%

1.7%

0.2%

1.1%

Q1d. Overall quality of services provided by the City of Lee's Summit

21.3%

60.2%

13.3%

3.6%

0.5%

1.1%

Q1e. Overall value that you receive for your City tax dollars and fees

13.8%

47.3%

26.5%

8.2%

2.6%

1.6%

Q1a. Overall image of City Government

Dissatisfied 3.2%

Very Dissatisfied 1.3%

Very Satisfied 14.0%

Don't Know 4.0%

WITHOUT DONâ&#x20AC;&#x2122;T KNOW Q1. Several items that may influence your Perception of the City of Lee's Summit are listed below. Please rate each item on a scale of 1 to 5 where 5 means "Very Satisfied" and 1 means "Very Dissatisfied." (Without "Don't Know") (N=919)

Q1a. Overall image of City Government

Very Satisfied 14.6%

Satisfied 57.1%

Neutral 23.7%

Dissatisfied 3.3%

Very Dissatisfied 1.4%

Q1b. How well the City is managing growth

13.0%

54.7%

22.0%

8.6%

1.7%

Q1c. Overall quality of life in the City

33.4%

56.5%

8.2%

1.8%

0.2%

Q1d. Overall quality of services provided by the City of Lee's Summit

21.5%

60.8%

13.5%

3.6%

0.6%

Q1e. Overall value that you receive for your City tax dollars and fees

14.1%

48.1%

26.9%

8.3%

2.7%

ETC Institute (2013)

Page 171

City of Lee's Summit 2013 Citizen Survey: Final Report

Q2. Using a scale of 1 to 5 where 5 means "Very Satisfied" and 1 means "Very Dissatisfied," please indicate how satisfied you are with the following aspects of City Leadership. (N=919)

Very Satisfied

Satisfied

Neutral

Dissatisfied

Very Dissatisfied

Don't Know

Q2a. Overall quality of leadership provided by your City elected officials

9.2%

45.4%

29.8%

5.2%

1.5%

8.9%

Q2b. Overall effectiveness of appointed boards and commissions

8.3%

38.3%

34.0%

4.7%

1.2%

13.5%

11.5%

41.1%

29.3%

4.8%

1.2%

12.1%

Q2c. Overall effectiveness of the City Manager and professional staff

WITHOUT DONâ&#x20AC;&#x2122;T KNOW Q2. Using a scale of 1 to 5 where 5 means "Very Satisfied" and 1 means "Very Dissatisfied," please indicate how satisfied you are with the following aspects of City Leadership. (Without "Don't Know") (N=919) Very Satisfied

Satisfied

Neutral

Dissatisfied

Very Dissatisfied

Q2a. Overall quality of leadership provided by your City elected officials

10.1%

49.8%

32.7%

5.7%

1.7%

Q2b. Overall effectiveness of appointed boards and commissions

9.6%

44.3%

39.3%

5.4%

1.4%

Q2c. Overall effectiveness of the City Manager and professional staff

13.0%

46.8%

33.4%

5.5%

1.4%

ETC Institute (2013)

Page 172

City of Lee's Summit 2013 Citizen Survey: Final Report

Q3. Using a scale of 1 to 5 where 5 means "Very Satisfied" and 1 means "Very Dissatisfied," please indicate how satisfied you are with the following aspects of City Growth. (N=919)

Q3a. Rate of growth in Lee's Summit

Very Satisfied 12.8%

Satisfied 56.2%

Neutral 21.7%

Dissatisfied 5.1%

Very Dissatisfied 1.6%

Don't Know 2.6%

Q3b. Quality of business growth

11.9%

45.3%

21.2%

15.5%

3.6%

2.5%

Q3c. Quality of residential growth

13.4%

54.0%

23.9%

4.9%

1.6%

2.2%

WITHOUT DONâ&#x20AC;&#x2122;T KNOW Q3. Using a scale of 1 to 5 where 5 means "Very Satisfied" and 1 means "Very Dissatisfied," please indicate how satisfied you are with the following aspects of City Growth. (Without "Don't Know") (N=919)

Q3a. Rate of growth in Lee's Summit

Very Satisfied 13.1%

Satisfied 57.7%

Neutral 22.3%

Dissatisfied 5.3%

Very Dissatisfied 1.7%

Q3b. Quality of business growth

12.2%

46.5%

21.8%

15.9%

3.7%

Q3c. Quality of residential growth

13.7%

55.2%

24.4%

5.0%

1.7%

ETC Institute (2013)

Page 173

City of Lee's Summit 2013 Citizen Survey: Final Report

Q4. Using a scale of 1 to 5 where 5 means "Very Likely" and 1 means "Not Likely At All," please indicate how likely you would be to do the following: (N=919)

Very Likely

Likely

Neutral

Not Likely At All

Not Likely

Don't Know

Q4a. Recommend the City of Lee's Summit to others as a place to live

51.1%

37.5%

6.6%

2.6%

1.4%

0.7%

Q4b. Recommend the City of Lee's Summit to others as a place to do business

37.3%

40.7%

14.8%

4.1%

1.4%

1.6%

Q4c. Recommend the City of Lee's Summit's financial health to a visitor

25.3%

37.6%

23.0%

4.5%

0.9%

8.8%

WITHOUT DONâ&#x20AC;&#x2122;T KNOW Q4. Using a scale of 1 to 5 where 5 means "Very Likely" and 1 means "Not Likely At All," please indicate how likely you would be to do the following: (Without "Don't Know") (N=919) Very Likely

Likely

Neutral

Not Likely

Not Likely At All

Q4a. Recommend the City of Lee's Summit to others as a place to live

51.5%

37.8%

6.7%

2.6%

1.4%

Q4b. Recommend the City of Lee's Summit to others as a place to do business

37.9%

41.4%

15.0%

4.2%

1.4%

Q4c. Recommend the City of Lee's Summit's financial health to a visitor

27.7%

41.2%

25.2%

4.9%

1.0%

ETC Institute (2013)

Page 174

City of Lee's Summit 2013 Citizen Survey: Final Report

Q5. Please rate your Overall Satisfaction with each of the following services provided by the City of Lee's Summit using a scale of 1 to 5 where 5 means "Very Satisfied" and 1 means "Very Dissatisfied.â&#x20AC;? (N=919)

Satisfied 50.0%

Neutral 9.2%

Q5b. Overall quality of fire and emergency medical services (ambulance)

40.9%

44.5%

7.3%

0.2%

0.0%

7.1%

Q5c. Overall quality of parks and recreation programs and facilities

40.2%

43.9%

9.7%

3.0%

0.3%

2.9%

Q5d. Overall maintenance of streets, municipal buildings and facilities

17.8%

48.9%

19.1%

10.2%

2.9%

1.1%

Q5e. Overall enforcement of private property/building maintenance ordinances

11.9%

38.1%

30.6%

8.3%

1.3%

9.8%

Q5f. Overall quality of public safety education programs

13.9%

38.2%

29.0%

2.4%

0.2%

16.3%

Q5g. Overall quality of customer service you receive from employees

20.1%

46.7%

22.1%

2.1%

0.7%

8.4%

Q5h. Overall quality of communication

16.3%

46.9%

27.0%

3.8%

1.0%

5.0%

Q5i. Overall quality of programs designed to connect citizens with the City, e.g., Citizen's Leadership Academy, Friends of the Parks, Citizens Police Academy

12.4%

35.6%

26.9%

4.5%

0.7%

20.0%

Q5j. Overall quality of new commercial development in the City

12.6%

39.6%

25.1%

11.4%

3.1%

8.3%

Q5k. Overall quality of the City's stormwater runoff/stormwater management system

11.7%

42.7%

27.3%

8.5%

2.3%

7.5%

Q5l. Overall flow of traffic and congestion management in Lee's Summit (excluding MoDOT highway interchanges)

9.9%

45.8%

21.7%

15.8%

4.8%

2.0%

Q5m. Overall quality of water services

19.4%

57.0%

15.7%

4.8%

1.0%

2.1%

Q5n. Overall quality of sanitary sewer (wastewater) services

18.8%

55.8%

18.6%

2.7%

1.2%

2.8%

Q5o. Overall quality of municipal court

9.3%

29.5%

27.0%

1.9%

0.7%

31.8%

Q5a. Overall quality of police services

ETC Institute (2013)

Dissatisfied 4.2%

Very Dissatisfied 0.9%

Very Satisfied 32.5%

Don't Know 3.3%

Page 175

City of Lee's Summit 2013 Citizen Survey: Final Report

WITHOUT DONâ&#x20AC;&#x2122;T KNOW Q5. Please rate your Overall Satisfaction with each of the following services provided by the City of Lee's Summit using a scale of 1 to 5 where 5 means "Very Satisfied" and 1 means "Very Dissatisfied." (Without "Don't Know") (N=919)

Q5a. Overall quality of police services

Very Satisfied 33.6%

Satisfied 51.7%

Neutral 9.5%

Dissatisfied 4.4%

Very Dissatisfied 0.9%

Q5b. Overall quality of fire and emergency medical services (ambulance)

44.0%

47.9%

7.8%

0.2%

0.0%

Q5c. Overall quality of parks and recreation programs and facilities

41.4%

45.2%

10.0%

3.1%

0.3%

Q5d. Overall maintenance of streets, municipal buildings and facilities

18.0%

49.4%

19.3%

10.4%

3.0%

Q5e. Overall enforcement of private property/ building maintenance ordinances

13.2%

42.3%

33.9%

9.2%

1.5%

Q5f. Overall quality of public safety education programs

16.6%

45.6%

34.7%

2.9%

0.3%

Q5g. Overall quality of customer service you receive from employees

21.9%

51.0%

24.1%

2.3%

0.7%

Q5h. Overall quality of communication

17.1%

49.4%

28.4%

4.0%

1.0%

Q5i. Overall quality of programs designed to connect citizens with the City, e.g., Citizen's Leadership Academy, Friends of the Parks, Citizens Police Academy

15.5%

44.4%

33.7%

5.6%

0.8%

Q5j. Overall quality of new commercial development in the City

13.7%

43.2%

27.4%

12.4%

3.3%

Q5k. Overall quality of the City's stormwater runoff/stormwater management system

12.6%

46.2%

29.5%

9.2%

2.5%

Q5l. Overall flow of traffic and congestion management in Lee's Summit (excluding MoDOT highway interchanges)

10.1%

46.7%

22.1%

16.1%

4.9%

Q5m. Overall quality of water services

19.8%

58.2%

16.0%

4.9%

1.0%

Q5n. Overall quality of sanitary sewer (wastewater) services

19.3%

57.5%

19.2%

2.8%

1.2%

Q5o. Overall quality of municipal court

13.6%

43.2%

39.5%

2.7%

1.0%

ETC Institute (2013)

Page 176

City of Lee's Summit 2013 Citizen Survey: Final Report

Q6. Which FOUR of these items do you think are the most important services for the City to provide Q6. Most Important Overall quality of police services Overall quality of fire and emergency medical services (ambulance) Overall quality of parks and recreation programs and facilities Overall maintenance of streets, municipal buildings and facilities Overall enforcement of private property/building maintenance ordinances Overall quality of public safety education programs Overall quality of customer service you receive from employees Overall quality of communication Overall quality of programs designed to connect citizens with the City Overall quality of new commercial development in the City Overall quality of the City's stormwater runoff/stormwater management system Overall flow of traffic and congestion management in Leeâ&#x20AC;&#x2122;s Summit Overall quality of water services Overall quality of sanitary sewer (wastewater) services Overall quality of municipal court None chosen Total

Number 515 146 11 58

Percent 56.0 % 15.9 % 1.2 % 6.3 %

8 5 5 5 4 32

0.9 % 0.5 % 0.5 % 0.5 % 0.4 % 3.5 %

9 36 40 3 1 41 919

1.0 % 3.9 % 4.4 % 0.3 % 0.1 % 4.5 % 100.0 %

Q6. Which FOUR of these items do you think are the most important services for the City to provide Q6. 2nd Important Overall quality of police services Overall quality of fire and emergency medical services (ambulance) Overall quality of parks and recreation programs and facilities Overall maintenance of streets, municipal buildings and facilities Overall enforcement of private property/building maintenance ordinances Overall quality of public safety education programs Overall quality of customer service you receive from employees Overall quality of communication Overall quality of programs designed to connect citizens with the City Overall quality of new commercial development in the City Overall quality of the City's stormwater runoff/stormwater management system Overall flow of traffic and congestion management in Lee's Summit Overall quality of water services Overall quality of sanitary sewer (wastewater) services None chosen Total

ETC Institute (2013)

Number 172 452 26 59

Percent 18.7 % 49.2 % 2.8 % 6.4 %

8 3 6 10 8 29

0.9 % 0.3 % 0.7 % 1.1 % 0.9 % 3.2 %

8 32 31 31 44 919

0.9 % 3.5 % 3.4 % 3.4 % 4.8 % 100.0 %

Page 177

City of Lee's Summit 2013 Citizen Survey: Final Report

Q6. Which FOUR of these items do you think are the most important services for the City to provide Q6. 3rd Important Overall quality of police services Overall quality of fire and emergency medical services (ambulance) Overall quality of parks and recreation programs and facilities Overall maintenance of streets, municipal buildings and facilities Overall enforcement of private property/building maintenance ordinances Overall quality of public safety education programs Overall quality of customer service you receive from employees Overall quality of communication Overall quality of programs designed to connect citizens with the City Overall quality of new commercial development in the City Overall quality of the City's stormwater runoff/stormwater management system Overall flow of traffic and congestion management in Lee's Summit Overall quality of water services Overall quality of sanitary sewer (wastewater) services Overall quality of municipal court None chosen Total

Number 46 63 108 283

Percent 5.0 % 6.9 % 11.8 % 30.8 %

24 9 17 15 9 41

2.6 % 1.0 % 1.8 % 1.6 % 1.0 % 4.5 %

20 73 127 23 10 51 919

2.2 % 7.9 % 13.8 % 2.5 % 1.1 % 5.5 % 100.0 %

Q6. Which FOUR of these items do you think are the most important services for the City to provide Q6. 4th Important Overall quality of police services Overall quality of fire and emergency medical services (ambulance) Overall quality of parks and recreation programs and facilities Overall maintenance of streets, municipal buildings and facilities Overall enforcement of private property/building maintenance ordinances Overall quality of public safety education programs Overall quality of customer service you receive from employees Overall quality of communication Overall quality of programs designed to connect citizens with the City Overall quality of new commercial development in the City Overall quality of the City's stormwater runoff/stormwater management system Overall flow of traffic and congestion management in Lee's Summit Overall quality of water services Overall quality of sanitary sewer (wastewater) services Overall quality of municipal court None chosen Total

ETC Institute (2013)

Number 35 44 115 147

Percent 3.8 % 4.8 % 12.5 % 16.0 %

47 18 25 24 14 48

5.1 % 2.0 % 2.7 % 2.6 % 1.5 % 5.2 %

29 110 111 73 9 70 919

3.2 % 12.0 % 12.1 % 7.9 % 1.0 % 7.6 % 100.0 %

Page 178

City of Lee's Summit 2013 Citizen Survey: Final Report

Q6. Which FOUR of these items do you think are the most important services for the City to provide (Sum of Top Four Choices) Q6. Sum of Top Four Choices Overall quality of police services Overall quality of fire and emergency medical services (ambulance) Overall quality of parks and recreation programs and facilities Overall maintenance of streets, municipal buildings and facilities Overall enforcement of private property/building maintenance ordinances Overall quality of public safety education programs Overall quality of customer service you receive from employees Overall quality of communication Overall quality of programs designed to connect citizens with the City Overall quality of new commercial development in the City Overall quality of the City's stormwater runoff/stormwater management system Overall flow of traffic and congestion management in Leeâ&#x20AC;&#x2122;s Summit Overall quality of water services Overall quality of sanitary sewer (wastewater) services Overall quality of municipal court None chosen Total

ETC Institute (2013)

Number 768 705 260 547

Percent 83.6 % 76.7 % 28.3 % 59.5 %

87 35 53 54 35 150

9.5 % 3.8 % 5.8 % 5.9 % 3.8 % 16.3 %

66 251 309 130 20 41 3511

7.2 % 27.3 % 33.6 % 14.1 % 2.2 % 4.5 %

Page 179

City of Lee's Summit 2013 Citizen Survey: Final Report

Q7. Please rate your satisfaction on a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied," with the following Police Services provided by the City of Lee's Summit. (N=919)

Satisfied 51.4%

Neutral 16.5%

Q7b. The visibility of police in business districts

17.6%

49.2%

19.7%

4.1%

0.7%

8.7%

Q7c. Efforts to prevent crime

17.6%

44.5%

24.0%

3.1%

0.9%

9.9%

Q7d. Overall professionalism of police employees

27.8%

44.6%

14.1%

2.6%

1.6%

9.3%

Q7e. How quickly the police department responds to emergencies

22.1%

37.6%

15.6%

2.7%

0.2%

21.8%

Q7f. Quality of animal control

17.5%

39.0%

22.2%

4.9%

0.8%

15.6%

Q7a. The visibility of police in neighborhoods

Dissatisfied 7.2%

Very Dissatisfied 0.9%

Very Satisfied 21.5%

Don't Know 2.5%

WITHOUT DONâ&#x20AC;&#x2122;T KNOW Q7. Please rate your satisfaction on a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied," with the following Police Services provided by the City of Lee's Summit. (Without "Don't Know") (N=919)

Q7a. The visibility of police in neighborhoods

Very Satisfied 22.1%

Satisfied 52.7%

Neutral 16.9%

Dissatisfied 7.4%

Very Dissatisfied 0.9%

Q7b. The visibility of police in business districts

19.3%

53.9%

21.5%

4.5%

0.7%

Q7c. Efforts to prevent crime

19.5%

49.5%

26.7%

3.4%

1.0%

Q7d. Overall professionalism of police employees

30.6%

49.2%

15.5%

2.9%

1.8%

Q7e. How quickly the police department responds to emergencies

28.2%

48.0%

20.0%

3.5%

0.3%

Q7f. Quality of animal control

20.7%

46.2%

26.3%

5.8%

0.9%

ETC Institute (2013)

Page 180

City of Lee's Summit 2013 Citizen Survey: Final Report

Q8. Which THREE of the Police Services do you think are the most important services for the City to provide Q8. Most Important The visibility of police in neighborhoods The visibility of police in business districts Efforts to prevent crime Overall professionalism of police employees How quickly the police department responds to emergencies Quality of animal control None chosen Total

Number 319 25 263 37 223 8 44 919

Percent 34.7 % 2.7 % 28.6 % 4.0 % 24.3 % 0.9 % 4.8 % 100.0 %

Q8. Which THREE of the Police Services do you think are the most important services for the City to provide Q8. 2nd Important The visibility of police in neighborhoods The visibility of police in business districts Efforts to prevent crime Overall professionalism of police employees How quickly the police department responds to emergencies Quality of animal control None chosen Total

Number 186 132 230 91 229 5 46 919

Percent 20.2 % 14.4 % 25.0 % 9.9 % 24.9 % 0.5 % 5.0 % 100.0 %

Q8. Which THREE of the Police Services do you think are the most important services for the City to provide Q8. 3rd Important The visibility of police in neighborhoods The visibility of police in business districts Efforts to prevent crime Overall professionalism of police employees How quickly the police department responds to emergencies Quality of animal control None chosen Total

Number 175 149 170 131 185 51 58 919

Percent 19.0 % 16.2 % 18.5 % 14.3 % 20.1 % 5.5 % 6.3 % 100.0 %

Q8. Which THREE of the Police Services do you think are the most important services for the City to provide (Sum of Top Three Choices) Q8. Sum of Top Three Choices The visibility of police in neighborhoods The visibility of police in business districts Efforts to prevent crime Overall professionalism of police employees How quickly the police department responds to emergencies Quality of animal control None chosen Total

ETC Institute (2013)

Number 680 306 663 259 637 64 44 2653

Percent 74.0 % 33.3 % 72.1 % 28.2 % 69.3 % 7.0 % 4.8 %

Page 181

City of Lee's Summit 2013 Citizen Survey: Final Report

Q9. Please rate your satisfaction on a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied," with the following Fire and Emergency Medical Services provided by the City of Lee's Summit. (N=919) Dissatisfied 0.3%

Very Dissatisfied 0.0%

Q9a. Overall quality of local fire protection

Very Satisfied 37.3%

Satisfied 44.3%

Neutral 6.6%

Don't Know 11.5%

Q9b. Overall quality of ambulance service

35.5%

37.7%

9.9%

0.4%

0.0%

16.5%

Q9c. Visibility of fire department personnel

29.9%

44.9%

15.8%

1.0%

0.1%

8.3%

Q9d. Efforts to enhance fire prevention

19.2%

35.2%

23.5%

1.4%

0.1%

20.6%

Q9e. The number of fire stations

24.3%

51.3%

12.7%

1.4%

0.0%

10.3%

Q9f. How quickly the fire department responds to emergencies

33.6%

33.8%

10.0%

0.7%

0.0%

21.8%

WITHOUT DONâ&#x20AC;&#x2122;T KNOW Q9. Please rate your satisfaction on a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied," with the following Fire and Emergency Medical Services provided by the City of Lee's Summit. (Without "Don't Know") (N=919)

Q9a. Overall quality of local fire protection

Very Satisfied 42.2%

Satisfied 50.1%

Neutral 7.4%

Dissatisfied 0.4%

Very Dissatisfied 0.0%

Q9b. Overall quality of ambulance service

42.5%

45.1%

11.9%

0.5%

0.0%

Q9c. Visibility of fire department personnel

32.6%

49.0%

17.2%

1.1%

0.1%

Q9d. Efforts to enhance fire prevention

24.2%

44.3%

29.6%

1.8%

0.1%

Q9e. The number of fire stations

27.1%

57.2%

14.1%

1.6%

0.0%

Q9f. How quickly the fire department responds to emergencies

43.0%

43.3%

12.8%

0.8%

0.0%

ETC Institute (2013)

Page 182

City of Lee's Summit 2013 Citizen Survey: Final Report

Q10. Which TWO of the Fire and Emergency Medical Services do you think are the most important services for the City to provide? Q10. Most Important Overall quality of local fire protection Overall quality of ambulance service Visibility of fire department personnel Efforts to enhance fire prevention The number of fire stations How quickly the fire department responds to emergencies None chosen Total

Number 286 89 4 14 29 439 58 919

Percent 31.1 % 9.7 % 0.4 % 1.5 % 3.2 % 47.8 % 6.3 % 100.0 %

Q10. Which TWO of the Fire and Emergency Medical Services do you think are the most important services for the City to provide? Q10. 2nd Important Overall quality of local fire protection Overall quality of ambulance service Visibility of fire department personnel Efforts to enhance fire prevention The number of fire stations How quickly the fire department responds to emergencies None chosen Total

Number 257 336 14 62 57 129 64 919

Percent 28.0 % 36.6 % 1.5 % 6.7 % 6.2 % 14.0 % 7.0 % 100.0 %

Q10. Which TWO of the Fire and Emergency Medical Services do you think are the most important services for the City to provide? (Sum of Top Two Choices) Q10. Sum of Top Two Choices Overall quality of local fire protection Overall quality of ambulance service Visibility of fire department personnel Efforts to enhance fire prevention The number of fire stations How quickly the fire department responds to emergencies None chosen Total

ETC Institute (2013)

Number 543 425 18 76 86 568 58 1774

Percent 59.1 % 46.2 % 2.0 % 8.3 % 9.4 % 61.8 % 6.3 %

Page 183

City of Lee's Summit 2013 Citizen Survey: Final Report

Q11. On 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. (N=919) Very Safe 60.0%

Safe 34.5%

Neutral 3.6%

Unsafe 0.7%

Q11b. In your neighborhood at night

34.3%

52.5%

8.7%

3.3%

0.2%

1.0%

Q11c. In city parks during the day

32.3%

46.7%

11.4%

0.9%

0.2%

8.5%

8.0%

27.0%

35.2%

9.3%

0.8%

19.7%

Q11e. Traveling on City streets

33.3%

55.4%

7.5%

1.6%

0.2%

1.9%

Q11f. In other public areas in Lee's Summit

26.3%

59.0%

11.1%

1.2%

0.0%

2.4%

Q11g. Overall feeling of safety in Lee's Summit

31.6%

59.5%

6.9%

1.0%

0.1%

1.0%

Q11a. In your neighborhood during the day

Q11d. In city parks at night

Very Unsafe 0.0%

Don't Know 1.2%

WITHOUT DONâ&#x20AC;&#x2122;T KNOW Q11. On 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. (Without "Don't Know") (N=919) Q11a. In your neighborhood during the day

Very Safe 60.7%

Safe 35.0%

Neutral 3.7%

Unsafe 0.7%

Very Unsafe 0.0%

Q11b. In your neighborhood at night

34.7%

53.0%

8.8%

3.3%

0.2%

Q11c. In city parks during the day

35.3%

51.1%

12.4%

1.0%

0.2%

9.9%

33.7%

43.9%

11.5%

1.0%

Q11e. Traveling on City streets

34.0%

56.5%

7.7%

1.7%

0.2%

Q11f. In other public areas in Lee's Summit

26.9%

60.4%

11.4%

1.2%

0.0%

Q11g. Overall feeling of safety in Lee's Summit

31.9%

60.1%

6.9%

1.0%

0.1%

Q11d. In city parks at night

ETC Institute (2013)

Page 184

City of Lee's Summit 2013 Citizen Survey: Final Report

Q12. Using a scale of 1 to 5 where 5 means "Very Satisfied" and 1 means "Very Dissatisfied," please indicate how satisfied you are with the following aspects of City services. (N=919)

Very Satisfied

Satisfied

Neutral

Dissatisfied

Very Dissatisfied

Don't Know

Q12a. Maintenance of city streets (excluding MoDOT highways)

12.4%

53.9%

18.1%

11.0%

3.6%

1.1%

Q12b. Maintenance of sidewalks in the city

11.3%

46.2%

24.9%

11.2%

3.2%

Q12c. Maintenance of city traffic signals/street signs

15.2%

53.2%

19.7%

6.2%

1.3%

4.4%

Q12d. Adequacy of public transportation system

5.6%

18.6%

32.1%

14.6%

5.1%

24.0%

Q12e. Adequacy of sidewalks

8.7%

38.8%

30.2%

12.5%

3.2%

6.5%

Q12f. Adequacy of shared use path/trail system

9.9%

35.0%

27.7%

8.6%

3.6%

15.2%

Q12g. Adequacy of bicycling accommodations

9.8%

29.6%

27.8%

11.5%

5.6%

15.7%

Q12h. Maintenance and preservation of downtown Lee's Summit

28.3%

50.7%

13.0%

3.7%

0.9%

3.5%

Q12i. Snow removal on major city streets

20.3%

50.2%

13.9%

9.0%

4.8%

1.7%

Q12j. Snow removal on streets in your neighborhood

13.6%

38.8%

17.3%

17.7%

10.2%

2.3%

Q12k. Overall cleanliness of city streets and other public areas

17.8%

62.0%

14.5%

3.2%

0.9%

1.7%

Q12l. Maintenance of stormwater drainage system

12.5%

46.7%

23.7%

4.1%

2.5%

10.5%

ETC Institute (2013)

Page 185

City of Lee's Summit 2013 Citizen Survey: Final Report

WITHOUT DONâ&#x20AC;&#x2122;T KNOW Q12. Using a scale of 1 to 5 where 5 means "Very Satisfied" and 1 means "Very Dissatisfied," please indicate how satisfied you are with the following aspects of City services. (Without "Don't Know") (N=919)

Very Satisfied

Satisfied

Neutral

Dissatisfied

Very Dissatisfied

Q12a. Maintenance of city streets (excluding MoDOT highways)

12.5%

54.5%

18.3%

11.1%

3.6%

Q12b. Maintenance of sidewalks in the city

11.7%

47.8%

25.7%

11.6%

3.3%

Q12c. Maintenance of city traffic signals/street signs

15.8%

55.6%

20.6%

6.5%

1.4%

Q12d. Adequacy of public transportation system

7.3%

24.5%

42.2%

19.2%

6.7%

Q12e. Adequacy of sidewalks

9.3%

41.5%

32.3%

13.4%

3.4%

Q12f. Adequacy of shared use path/trail system

11.7%

41.3%

32.6%

10.2%

4.2%

Q12g. Adequacy of bicycling accommodations

11.6%

35.1%

32.9%

13.7%

6.6%

Q12h. Maintenance and preservation of downtown Lee's Summit

29.3%

52.5%

13.4%

3.8%

0.9%

Q12i. Snow removal on major city streets

20.7%

51.1%

14.2%

9.2%

4.9%

Q12j. Snow removal on streets in your neighborhood

13.9%

39.8%

17.7%

18.2%

10.5%

Q12k. Overall cleanliness of city streets and other public areas

18.1%

63.1%

14.7%

3.2%

0.9%

Q12l. Maintenance of stormwater drainage system

14.0%

52.1%

26.4%

4.6%

2.8%

ETC Institute (2013)

Page 186

City of Lee's Summit 2013 Citizen Survey: Final Report

Q13. Which FOUR of these services do you think are the most important services for the City to provide? Q13. Most Important Maintenance of city streets (excluding MoDOT highways) Maintenance of sidewalks in the city Maintenance of city traffic signals/street signs Adequacy of public transportation system Adequacy of sidewalks Adequacy of shared use path/trail system Adequacy of bicycling accommodations Maintenance and preservation of downtown Leeâ&#x20AC;&#x2122;s Summit Snow removal on major city streets Snow removal on streets in your neighborhood Overall cleanliness of city streets and other public areas Maintenance of stormwater drainage system None chosen Total

Number 589 8 47 12 2 5 12 16 74 49 18 22 65 919

Percent 64.1 % 0.9 % 5.1 % 1.3 % 0.2 % 0.5 % 1.3 % 1.7 % 8.1 % 5.3 % 2.0 % 2.4 % 7.1 % 100.0 %

Q13. Which FOUR of these services do you think are the most important services for the City to provide? Q13. 2nd Important Maintenance of city streets (excluding MoDOT highways) Maintenance of sidewalks in the city Maintenance of city traffic signals/street signs Adequacy of public transportation system Adequacy of sidewalks Adequacy of shared use path/trail system Adequacy of bicycling accommodations Maintenance and preservation of downtown Lee's Summit Snow removal on major city streets Snow removal on streets in your neighborhood Overall cleanliness of city streets and other public areas Maintenance of stormwater drainage system None chosen Total

Number 82 97 170 24 25 12 14 40 215 99 34 41 66 919

Percent 8.9 % 10.6 % 18.5 % 2.6 % 2.7 % 1.3 % 1.5 % 4.4 % 23.4 % 10.8 % 3.7 % 4.5 % 7.2 % 100.0 %

Q13. Which FOUR of these services do you think are the most important services for the City to provide? Q13. 3rd Important Maintenance of city streets (excluding MoDOT highways) Maintenance of sidewalks in the city Maintenance of city traffic signals/street signs Adequacy of public transportation system Adequacy of sidewalks Adequacy of shared use path/trail system Adequacy of bicycling accommodations Maintenance and preservation of downtown Lee's Summit Snow removal on major city streets Snow removal on streets in your neighborhood Overall cleanliness of city streets and other public areas Maintenance of stormwater drainage system None chosen Total

ETC Institute (2013)

Number 52 54 97 21 34 19 17 65 201 151 76 60 72 919

Percent 5.7 % 5.9 % 10.6 % 2.3 % 3.7 % 2.1 % 1.8 % 7.1 % 21.9 % 16.4 % 8.3 % 6.5 % 7.8 % 100.0 %

Page 187

City of Lee's Summit 2013 Citizen Survey: Final Report

Q13. Which FOUR of these services do you think are the most important services for the City to provide? Q13. 4th Important Maintenance of city streets (excluding MoDOT highways) Maintenance of sidewalks in the city Maintenance of city traffic signals/street signs Adequacy of public transportation system Adequacy of sidewalks Adequacy of shared use path/trail system Adequacy of bicycling accommodations Maintenance and preservation of downtown Lee's Summit Snow removal on major city streets Snow removal on streets in your neighborhood Overall cleanliness of city streets and other public areas Maintenance of stormwater drainage system None chosen Total

Number 33 55 74 32 27 21 22 57 101 142 141 115 99 919

Percent 3.6 % 6.0 % 8.1 % 3.5 % 2.9 % 2.3 % 2.4 % 6.2 % 11.0 % 15.5 % 15.3 % 12.5 % 10.8 % 100.0 %

Q13. Which FOUR of these services do you think are the most important services for the City to provide? (Sum of Top Four Choices) Q13. Sum of Top Four Choices Maintenance of city streets (excluding MoDOT highways) Maintenance of sidewalks in the city Maintenance of city traffic signals/street signs Adequacy of public transportation system Adequacy of sidewalks Adequacy of shared use path/trail system Adequacy of bicycling accommodations Maintenance and preservation of downtown Leeâ&#x20AC;&#x2122;s Summit Snow removal on major city streets Snow removal on streets in your neighborhood Overall cleanliness of city streets and other public areas Maintenance of stormwater drainage system None chosen Total

ETC Institute (2013)

Number 756 214 388 89 88 57 65 178 591 441 269 238 65 3439

Percent 82.3 % 23.3 % 42.2 % 9.7 % 9.6 % 6.2 % 7.1 % 19.4 % 64.3 % 48.0 % 29.3 % 25.9 % 7.1 %

Page 188

City of Lee's Summit 2013 Citizen Survey: Final Report

Q14. Using a scale of 1 to 5 where 5 means "Very Satisfied" and 1 means "Very Dissatisfied," please indicate how satisfied you are with the following aspects of City Code Enforcement. (N=919)

Q14a. Enforcing the clean-up of litter and debris

Very Satisfied 9.6%

Satisfied 42.9%

Neutral 24.7%

Dissatisfied 8.0%

Very Dissatisfied 2.2%

Don't Know 12.7%

Q14b. Enforcing the mowing of grass and weeds on private property

8.3%

35.7%

26.7%

13.1%

4.3%

11.9%

Q14c. Enforcing the maintenance of residential property

7.2%

36.5%

28.7%

12.0%

2.7%

12.8%

Q14d. Enforcing the maintenance of business property

8.2%

41.8%

28.0%

4.7%

1.3%

15.9%

Q14e. Enforcing sign regulations

8.1%

38.7%

31.8%

3.6%

1.2%

16.6%

18.1%

64.4%

12.3%

1.7%

0.4%

2.9%

Q14f. Overall appearance of the City

WITHOUT DONâ&#x20AC;&#x2122;T KNOW Q14. Using a scale of 1 to 5 where 5 means "Very Satisfied" and 1 means "Very Dissatisfied," please indicate how satisfied you are with the following aspects of City Code Enforcement.(Without "Don't Know") (N=919)

Q14a. Enforcing the clean-up of litter and debris

Very Satisfied 11.0%

Satisfied 49.1%

Neutral 28.3%

Dissatisfied 9.1%

Very Dissatisfied 2.5%

Q14b. Enforcing the mowing of grass and weeds on private property

9.4%

40.5%

30.4%

14.9%

4.8%

Q14c. Enforcing the maintenance of residential property

8.3%

41.9%

33.0%

13.8%

3.1%

Q14d. Enforcing the maintenance of business property

9.8%

49.7%

33.3%

5.6%

1.6%

Q14e. Enforcing sign regulations

9.7%

46.4%

38.1%

4.3%

1.4%

18.7%

66.4%

12.7%

1.8%

0.4%

Q14f. Overall appearance of the City

ETC Institute (2013)

Page 189

City of Lee's Summit 2013 Citizen Survey: Final Report

Q15. Which TWO of these Code Enforcement Services do you think are the most important services for the City to provide? Q15. Most Important Enforcing the clean-up of litter and debris Enforcing the mowing of grass and weeds on private property Enforcing the maintenance of residential property Enforcing the maintenance of business property Enforcing sign regulations Overall appearance of the City None chosen Total

Number 250 91 140 59 20 296 63 919

Percent 27.2 % 9.9 % 15.2 % 6.4 % 2.2 % 32.2 % 6.9 % 100.0 %

Q15. Which TWO of these Code Enforcement Services do you think are the most important services for the City to provide? Q15. 2nd Important Enforcing the clean-up of litter and debris Enforcing the mowing of grass and weeds on private property Enforcing the maintenance of residential property Enforcing the maintenance of business property Enforcing sign regulations Overall appearance of the City None chosen Total

Number 199 143 172 139 42 141 83 919

Percent 21.7 % 15.6 % 18.7 % 15.1 % 4.6 % 15.3 % 9.0 % 100.0 %

Q15. Which TWO of these Code Enforcement Services do you think are the most important services for the City to provide? (Sum of Top Two Choices) Q15. Sum of Top Two Choices Enforcing the clean-up of litter and debris Enforcing the mowing of grass and weeds on private property Enforcing the maintenance of residential property Enforcing the maintenance of business property Enforcing sign regulations Overall appearance of the City None chosen Total

ETC Institute (2013)

Number 449 234 312 198 62 437 63 1755

Percent 48.9 % 25.5 % 33.9 % 21.5 % 6.7 % 47.6 % 6.9 %

Page 190

City of Lee's Summit 2013 Citizen Survey: Final Report

Q16. Using a scale of 1 to 5 where 5 means "Very Satisfied" and 1 means "Very Dissatisfied," please indicate how satisfied you are with the following aspects of City Water Services. (N=919)

Dissatisfied

Very Dissatisfied

Very Satisfied

Satisfied

Neutral

Q16a. ability of water pressure in your home

N/A

38.8%

47.5%

6.1%

3.5%

0.9%

3.2%

Q16b. The availability of account information

28.1%

49.7%

13.8%

1.5%

0.2%

6.7%

Q16c. Overall quality of customer service

26.3%

48.1%

13.0%

1.9%

0.8%

9.9%

WITHOUT DONâ&#x20AC;&#x2122;T KNOW Q16. Using a scale of 1 to 5 where 5 means "Very Satisfied" and 1 means "Very Dissatisfied," please indicate how satisfied you are with the following aspects of City Water Services. (Without "N/A") (N=919)

Q16a. ability of water pressure in your home

Very Satisfied 40.1%

Satisfied 49.1%

Neutral 6.3%

Dissatisfied 3.6%

Very Dissatisfied 0.9%

Q16b. The availability of account information

30.1%

53.3%

14.8%

1.6%

0.2%

Q16c. Overall quality of customer service

29.2%

53.4%

14.4%

2.1%

0.8%

ETC Institute (2013)

Page 191

City of Lee's Summit 2013 Citizen Survey: Final Report

Q17. Using a scale of 1 to 5 where 5 means "Very Satisfied" and 1 means "Very Dissatisfied," please indicate how satisfied you are with the following aspects of Parks and Recreation. (N=919)

Satisfied

Neutral

Q17a. Lee's Summit Parks and Recreation Board

17.4%

39.7%

20.0%

2.1%

1.0%

19.9%

Q17b. Maintenance of city parks

25.0%

54.7%

12.4%

1.3%

0.2%

6.3%

Q17c. Number of city parks (currently 26 parks)

29.0%

51.7%

11.7%

1.9%

0.1%

5.6%

Q17d. Miles of walking/biking trails (currently 62 miles)

23.0%

43.8%

16.6%

6.0%

1.2%

9.4%

Q17e. Legacy Park Community Center

30.6%

37.2%

14.8%

1.7%

0.7%

15.0%

Q17f. Harris Park Community Center

20.5%

33.3%

20.2%

0.9%

0.3%

24.8%

Q17g. Gamber Community Center

21.0%

32.1%

18.1%

1.3%

0.2%

27.3%

Q17h. Hartman Park Sports Area

16.7%

29.1%

20.2%

0.5%

0.1%

33.3%

Q17i. Legacy Park Youth Sports Fields

25.1%

35.3%

15.5%

1.3%

0.2%

22.6%

Q17j. Youth Sports Practice Areas

17.3%

29.8%

20.4%

3.7%

1.1%

27.7%

Q17k. Youth Athletic Programs

17.2%

33.4%

19.6%

2.2%

0.3%

27.3%

Q17l. Adult Athletic Programs

14.2%

30.7%

21.2%

2.4%

0.3%

31.1%

Q17m. Other recreation programs, such as classes and summer camps

16.0%

35.9%

21.5%

1.6%

0.2%

24.7%

Q17n. Ease of registering for programs

16.4%

35.0%

21.6%

2.7%

0.7%

23.6%

Q17o. Fees charged for activities

14.0%

32.5%

24.1%

5.5%

1.4%

22.6%

Q17p. Number of playgrounds

16.0%

38.4%

22.3%

2.6%

0.8%

20.0%

Q17q. Downtown Summer Music Festivals

25.4%

43.6%

15.8%

1.5%

0.5%

13.1%

ETC Institute (2013)

Dissatisfied

Very Dissatisfied

Very Satisfied

Don't Know

Page 192

City of Lee's Summit 2013 Citizen Survey: Final Report

WITHOUT DONâ&#x20AC;&#x2122;T KNOW Q17. Using a scale of 1 to 5 where 5 means "Very Satisfied" and 1 means "Very Dissatisfied," please indicate how satisfied you are with the following aspects of Parks and Recreation.(Without "Don't Know") (N=919)

Q17a. Lee's Summit Parks and Recreation Board

Very Satisfied 21.7%

Satisfied 49.5%

Neutral 25.0%

Dissatisfied 2.6%

Very Dissatisfied 1.2%

Q17b. Maintenance of city parks

26.7%

58.4%

13.3%

1.4%

0.2%

Q17c. Number of city parks (currently 26 parks)

30.8%

54.8%

12.4%

2.0%

0.1%

Q17d. Miles of walking/biking trails (currently 62 miles)

25.4%

48.3%

18.3%

6.6%

1.3%

Q17e. Legacy Park Community Center

35.9%

43.8%

17.5%

2.1%

0.8%

Q17f. Harris Park Community Center

27.3%

44.3%

26.9%

1.2%

0.4%

Q17g. Gamber Community Center

28.8%

44.1%

24.9%

1.8%

0.3%

Q17h. Hartman Park Sports Area

25.1%

43.6%

30.3%

0.8%

0.2%

Q17i. Legacy Park Youth Sports Fields

32.4%

45.6%

20.0%

1.7%

0.3%

Q17j. Youth Sports Practice Areas

23.9%

41.2%

28.2%

5.1%

1.5%

Q17k. Youth Athletic Programs

23.6%

46.0%

26.9%

3.0%

0.5%

Q17l. Adult Athletic Programs

20.6%

44.6%

30.8%

3.5%

0.5%

Q17m. Other recreation programs, such as classes and summer camps

21.3%

47.7%

28.6%

2.2%

0.3%

Q17n. Ease of registering for programs

21.4%

45.9%

28.3%

3.6%

0.9%

Q17o. Fees charged for activities

18.0%

42.0%

31.1%

7.0%

1.8%

Q17p. Number of playgrounds

19.9%

48.0%

27.9%

3.3%

1.0%

Q17q. Downtown Summer Music Festivals

29.3%

50.1%

18.2%

1.8%

0.6%

ETC Institute (2013)

Page 193

City of Lee's Summit 2013 Citizen Survey: Final Report

Q18. Which FOUR of these Parks and Recreation Services do you think are the most important services for the City to provide Q18. Most Important Leeâ&#x20AC;&#x2122;s Summit Parks and Recreation Board Maintenance of city parks Number of city parks (currently 26 parks) Miles of walking/biking trails (currently 62 miles) Legacy Park Community Center Harris Park Community Center Gamber Community Center Hartman Park Sports Area Legacy Park Youth Sports Fields Youth Sports Practice Areas Youth Athletic Programs Adult Athletic Programs Other recreation programs, such as classes and summer camps Fees charged for activities Number of playgrounds Downtown Summer Music Festivals None chosen Total

Number 47 490 39 47 38 2 10 2 25 6 37 8 9 20 11 20 108 919

Percent 5.1 % 53.3 % 4.2 % 5.1 % 4.1 % 0.2 % 1.1 % 0.2 % 2.7 % 0.7 % 4.0 % 0.9 % 1.0 % 2.2 % 1.2 % 2.2 % 11.8 % 100.0 %

Q18. Which FOUR of these Parks and Recreation Services do you think are the most important services for the City to provide Q18. 2nd Important Lee's Summit Parks and Recreation Board Maintenance of city parks Number of city parks (currently 26 parks) Miles of walking/biking trails (currently 62 miles) Legacy Park Community Center Harris Park Community Center Gamber Community Center Hartman Park Sports Area Legacy Park Youth Sports Fields Youth Sports Practice Areas Youth Athletic Programs Adult Athletic Programs Other recreation programs, such as classes and summer camps Ease of registering for programs Fees charged for activities Number of playgrounds Downtown Summer Music Festivals None chosen Total

ETC Institute (2013)

Number 27 104 94 113 60 10 22 1 50 33 114 15 44 15 39 21 28 129 919

Percent 2.9 % 11.3 % 10.2 % 12.3 % 6.5 % 1.1 % 2.4 % 0.1 % 5.4 % 3.6 % 12.4 % 1.6 % 4.8 % 1.6 % 4.2 % 2.3 % 3.0 % 14.0 % 100.0 %

Page 194

City of Lee's Summit 2013 Citizen Survey: Final Report

Q18. Which FOUR of these Parks and Recreation Services do you think are the most important services for the City to provide Q18. 3rd Important Lee's Summit Parks and Recreation Board Maintenance of city parks Number of city parks (currently 26 parks) Miles of walking/biking trails (currently 62 miles) Legacy Park Community Center Harris Park Community Center Gamber Community Center Hartman Park Sports Area Legacy Park Youth Sports Fields Youth Sports Practice Areas Youth Athletic Programs Adult Athletic Programs Other recreation programs, such as classes and summer camps Ease of registering for programs Fees charged for activities Number of playgrounds Downtown Summer Music Festivals None chosen Total

Number 25 55 59 71 55 9 30 7 49 35 85 37 73 37 45 44 56 147 919

Percent 2.7 % 6.0 % 6.4 % 7.7 % 6.0 % 1.0 % 3.3 % 0.8 % 5.3 % 3.8 % 9.2 % 4.0 % 7.9 % 4.0 % 4.9 % 4.8 % 6.1 % 16.0 % 100.0 %

Q18. Which FOUR of these Parks and Recreation Services do you think are the most important services for the City to provide Q18. 4th Important Lee's Summit Parks and Recreation Board Maintenance of city parks Number of city parks (currently 26 parks) Miles of walking/biking trails (currently 62 miles) Legacy Park Community Center Harris Park Community Center Gamber Community Center Hartman Park Sports Area Legacy Park Youth Sports Fields Youth Sports Practice Areas Youth Athletic Programs Adult Athletic Programs Other recreation programs, such as classes and summer camps Ease of registering for programs Fees charged for activities Number of playgrounds Downtown Summer Music Festivals None chosen Total

ETC Institute (2013)

Number 17 35 36 63 34 5 36 2 28 19 75 47 71 28 68 49 113 193 919

Percent 1.8 % 3.8 % 3.9 % 6.9 % 3.7 % 0.5 % 3.9 % 0.2 % 3.0 % 2.1 % 8.2 % 5.1 % 7.7 % 3.0 % 7.4 % 5.3 % 12.3 % 21.0 % 100.0 %

Page 195

City of Lee's Summit 2013 Citizen Survey: Final Report

Q18. Which FOUR of these Parks and Recreation Services do you think are the most important services for the City to provide (Sum of Top Four Choices) Q18. Sum of Top Four Choices Leeâ&#x20AC;&#x2122;s Summit Parks and Recreation Board Maintenance of city parks Number of city parks (currently 26 parks) Miles of walking/biking trails (currently 62 miles) Legacy Park Community Center Harris Park Community Center Gamber Community Center Hartman Park Sports Area Legacy Park Youth Sports Fields Youth Sports Practice Areas Youth Athletic Programs Adult Athletic Programs Other recreation programs, such as classes and summer camps Ease of registering for programs Fees charged for activities Number of playgrounds Downtown Summer Music Festivals None chosen Total

ETC Institute (2013)

Number 116 684 228 294 187 26 98 12 152 93 311 107 197 80 172 125 217 108 3207

Percent 12.6 % 74.4 % 24.8 % 32.0 % 20.3 % 2.8 % 10.7 % 1.3 % 16.5 % 10.1 % 33.8 % 11.6 % 21.4 % 8.7 % 18.7 % 13.6 % 23.6 % 11.8 %

Page 196

City of Lee's Summit 2013 Citizen Survey: Final Report

Q19. Using a scale of 1 to 5 where 5 means "Very Satisfied" and 1 means "Very Dissatisfied," please indicate how satisfied you are with the following aspects of City Communication. (N=919)

Satisfied

Neutral

Q19a. The availability of information about City programs and services

14.5%

50.3%

22.8%

3.8%

0.9%

7.7%

Q19b. City efforts to keep you informed about local issues

13.6%

44.8%

27.7%

7.1%

1.3%

5.4%

Q19c. The level of public involvement in local decision-making

8.1%

29.1%

35.9%

10.3%

2.9%

13.8%

Q19d. Information provided on the City's website (cityofls.net)

10.7%

38.0%

26.5%

2.4%

0.9%

21.4%

8.8%

26.9%

27.1%

1.9%

0.9%

34.5%

Q19e. Programming on the City's government access cable channels (Comcast 7, Time Warner 2, and AT&T U-verse 99)

Dissatisfied

Very Dissatisfied

Very Satisfied

Don't Know

WITHOUT DONâ&#x20AC;&#x2122;T KNOW Q19. Using a scale of 1 to 5 where 5 means "Very Satisfied" and 1 means "Very Dissatisfied," please indicate how satisfied you are with the following aspects of City Communication. (Without "Don't Know") (N=919) Very Satisfied

Satisfied

Neutral

Dissatisfied

Very Dissatisfied

Q19a. The availability of information about City programs and services

15.7%

54.5%

24.7%

4.2%

1.0%

Q19b. City efforts to keep you informed about local issues

14.4%

47.4%

29.3%

7.5%

1.4%

Q19c. The level of public involvement in local decision-making

9.4%

33.7%

41.6%

12.0%

3.3%

Q19d. Information provided on the City's website (cityofls.net)

13.7%

48.4%

33.8%

3.1%

1.1%

Q19e. Programming on the City's government access cable channels (Comcast 7, Time Warner 2, and AT&T U-verse 99)

13.4%

41.0%

41.4%

2.8%

1.3%

ETC Institute (2013)

Page 197

City of Lee's Summit 2013 Citizen Survey: Final Report

Q20. Approximately how often do you watch the City's government access cable channels? (Channel 2, 7, or 99) Q20. Approximately how often do you watch the City's government access cable channels? (Channel 2, 7, or 99) Everyday At least once per week At least once per month Once or twice per a year Not at all Don't Know Total

Number 7 57 123 220 497 15 919

Percent 0.8 % 6.2 % 13.4 % 23.9 % 54.1 % 1.6 % 100.0 %

Q21. Approximately how often do you watch public meetings (City Council meetings, Council committee, or Planning Commission meetings) on the City's government access cable channel (Channel 2, 7 or 99 or) or on the City's website (cityofls.net)? Q21. Approximately how often do you watch public meetings on the City's government access cable channel (Channel 2, 7 or 99 or) or on the City's website (cityofls.net)? At least once per month Once or more times per week Once or twice per year Almost never Don't Know Total

ETC Institute (2013)

Number 78 15 188 624 14 919

Percent 8.5 % 1.6 % 20.5 % 67.9 % 1.5 % 100.0 %

Page 198

City of Lee's Summit 2013 Citizen Survey: Final Report

Q22. Which of the following sources of information do you CURRENTLY USE to get information about the City of Lee's Summit? (Check ALL that apply) Q22. Which of the following sources of information do you CURRENTLY USE to get information about the City of Lee's Summit? City publications (ex: brochures, water report, election info) Broadcast news television Gov’t cable channel (channels 2, 7 or 99) City website (cityofls.net) City Scope Quarterly Newsletter Lee’s Summit Illustrated, LSPR’s program/activity guide Special message section on water bill Public meetings Kansas City Star Lee’s Summit Journal Lee’s Summit Post-Tribune Nixle Facebook Twitter YouTube Pinterest e-newsletters such as Parks, Environmental, and City e-newsletters Video streaming on the City’s website Other None chosen Total

ETC Institute (2013)

Number 611 387 162 407 353 599 198 56 345 461 126 37 128 15 3 4 156 20 47 14 4129

Percent 66.5 % 42.1 % 17.6 % 44.3 % 38.4 % 65.2 % 21.5 % 6.1 % 37.5 % 50.2 % 13.7 % 4.0 % 13.9 % 1.6 % 0.3 % 0.4 % 17.0 % 2.2 % 5.1 % 1.5 %

Page 199

City of Lee's Summit 2013 Citizen Survey: Final Report

Q22. Other Sources Q22 Other SIGNS EMAIL GOOGLE LS EDC SPOUSE CHAMGER FRIENDS OUR HOA POSTERS EXAMINER INTERNET LINKEDIN MAIL OUTS COUNCILMAN REGULAR TV OBSERVATION MERCHANTS PT SOCIAL MEDIA MY COUNCILMAN WORD OF MOUTH AT COFFEE SHOP COUNCIL MEMBER FRIENDS/FAMILY CITY COUNCILMAN FRIEND/REALTIVES COUNCILMAN EMAILS PERSONAL CONTACTS COUNCILMAN'S EMAIL LEE'S SUMMIT MAGAZINE POSTERS A POST OFFICE TALK TO CITY EMPLOYEES COMMUNITY ORGANIZATIONS EMAIL FROM CITY COUNCIL AMY ROBERTSON@ CAMERON'S DISCUSS W/OTHER NEIGHBORS MESSAGE FROM REPRESENTATIVE BLUE SPRINGS/ST JOE EXAMINER MESSAGE FROM COUNCIL MEMBERS PRINTED GYM SCHEDULE FROM LEGACY Total

ETC Institute (2013)

Number 1 1 1 1 1 1 3 1 1 1 2 1 1 1 1 1 1 1 1 6 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 47

Percent 2.1 % 2.1 % 2.1 % 2.1 % 2.1 % 2.1 % 6.4 % 2.1 % 2.1 % 2.1 % 4.3 % 2.1 % 2.1 % 2.1 % 2.1 % 2.1 % 2.1 % 2.1 % 2.1 % 12.8 % 2.1 % 2.1 % 2.1 % 2.1 % 2.1 % 2.1 % 2.1 % 2.1 % 2.1 % 2.1 % 2.1 % 2.1 % 2.1 % 2.1 % 2.1 % 2.1 % 2.1 % 2.1 % 2.1 % 100.0 %

Page 200

City of Lee's Summit 2013 Citizen Survey: Final Report

Q23. Which FOUR of these sources of information are the most preferred method for you to get information about the City of Lee's Summit? Q23. Most Preferred City publications (ex: brochures, water report, election info) Broadcast news television Gov't cable channel (channels 2, 7 or 99) City website (cityofls.net) City Scope Quarterly Newsletter Lee's Summit Illustrated, LSPR's program/activity guide Special message section on water bill Public meetings Kansas City Star Lee's Summit Journal Lee's Summit Post-Tribune Nixle Facebook Twitter YouTube e-newsletters such as Parks, Environmental, and City e-newsletters Video streaming on the City's website Other None chosen Total

Number 190 69 14 121 66 90 7 7 52 104 3 9 21 2 3 17 2 15 127 919

Percent 20.7 % 7.5 % 1.5 % 13.2 % 7.2 % 9.8 % 0.8 % 0.8 % 5.7 % 11.3 % 0.3 % 1.0 % 2.3 % 0.2 % 0.3 % 1.8 % 0.2 % 1.6 % 13.8 % 100.0 %

Q23. Which FOUR of these sources of information are the most preferred method for you to get information about the City of Lee's Summit? Q23. 2nd Preferred City publications (ex: brochures, water report, election info) Broadcast news television Gov't cable channel (channels 2, 7 or 99) City website (cityofls.net) City Scope Quarterly Newsletter Lee's Summit Illustrated, LSPR's program/activity guide Special message section on water bill Public meetings Kansas City Star Lee's Summit Journal Lee's Summit Post-Tribune Nixle Facebook Twitter e-newsletters such as Parks, Environmental, and City e-newsletters Video streaming on the City's website Other None chosen Total

ETC Institute (2013)

Number 84 80 29 107 78 145 15 12 62 81 23 5 20 8 15 1 1 153 919

Percent 9.1 % 8.7 % 3.2 % 11.6 % 8.5 % 15.8 % 1.6 % 1.3 % 6.7 % 8.8 % 2.5 % 0.5 % 2.2 % 0.9 % 1.6 % 0.1 % 0.1 % 16.6 % 100.0 %

Page 201

City of Lee's Summit 2013 Citizen Survey: Final Report

Q23. Which FOUR of these sources of information are the most preferred method for you to get information about the City of Lee's Summit? Q23. 3rd Preferred City publications (ex: brochures, water report, election info) Broadcast news television Gov't cable channel (channels 2, 7 or 99) City website (cityofls.net) City Scope Quarterly Newsletter Lee's Summit Illustrated, LSPR's program/activity guide Special message section on water bill Public meetings Kansas City Star Lee's Summit Journal Lee's Summit Post-Tribune Nixle Facebook Twitter YouTube Pinterest e-newsletters such as Parks, Environmental, and City e-newsletters Video streaming on the City's website Other None chosen Total

Number 92 51 34 72 61 119 32 9 51 104 21 8 28 3 1 1 22 5 5 200 919

Percent 10.0 % 5.5 % 3.7 % 7.8 % 6.6 % 12.9 % 3.5 % 1.0 % 5.5 % 11.3 % 2.3 % 0.9 % 3.0 % 0.3 % 0.1 % 0.1 % 2.4 % 0.5 % 0.5 % 21.8 % 100.0 %

Q23. Which FOUR of these sources of information are the most preferred method for you to get information about the City of Lee's Summit? Q23. 4th Preferred City publications (ex: brochures, water report, election info) Broadcast news television Gov't cable channel (channels 2, 7 or 99) City website (cityofls.net) City Scope Quarterly Newsletter Lee's Summit Illustrated, LSPR's program/activity guide Special message section on water bill Public meetings Kansas City Star Lee's Summit Journal Lee's Summit Post-Tribune Nixle Facebook Twitter e-newsletters such as Parks, Environmental, and City e-newsletters Video streaming on the City's website Other None chosen Total

ETC Institute (2013)

Number 84 47 24 42 51 66 33 14 47 75 30 11 31 5 47 4 15 293 919

Percent 9.1 % 5.1 % 2.6 % 4.6 % 5.5 % 7.2 % 3.6 % 1.5 % 5.1 % 8.2 % 3.3 % 1.2 % 3.4 % 0.5 % 5.1 % 0.4 % 1.6 % 31.9 % 100.0 %

Page 202

City of Lee's Summit 2013 Citizen Survey: Final Report

Q23. Which FOUR of these sources of information are the most preferred method for you to get information about the City of Lee's Summit? (Sum of Top Four Choices) Q23. Sum of Top Four Choices City publications (ex: brochures, water report, election info) Broadcast news television Gov't cable channel (channels 2, 7 or 99) City website (cityofls.net) City Scope Quarterly Newsletter Lee's Summit Illustrated, LSPR's program/activity guide Special message section on water bill Public meetings Kansas City Star Lee's Summit Journal Lee's Summit Post-Tribune Nixle Facebook Twitter YouTube Pinterest e-newsletters such as Parks, Environmental, and City e-newsletters Video streaming on the City's website Other None chosen Total

ETC Institute (2013)

Number 450 247 101 342 256 420 87 42 212 364 77 33 100 18 4 1 101 12 36 128 3031

Percent 49.0 % 26.9 % 11.0 % 37.2 % 27.9 % 45.7 % 9.5 % 4.6 % 23.1 % 39.6 % 8.4 % 3.6 % 10.9 % 2.0 % 0.4 % 0.1 % 11.0 % 1.3 % 3.9 % 13.9 %

Page 203

City of Lee's Summit 2013 Citizen Survey: Final Report

Q24. Have you had any contact with the City of Lee's Summit during the past year? Q24.Have you had any contact with the City of Lee's Summit during the past year? Yes No Not provided Total

Number 496 420 3 919

Percent 54.0 % 45.7 % 0.3 % 100.0 %

Number 56 15 100 48 79 35 49 1 10 24 20 161 38 125 43 55 3 41 110 4 1017

Percent 11.3 % 3.0 % 20.2 % 9.7 % 15.9 % 7.1 % 9.9 % 0.2 % 2.0 % 4.8 % 4.0 % 32.5 % 7.7 % 25.2 % 8.7 % 11.1 % 0.6 % 8.3 % 22.2 % 0.8 %

Q24a. Which City Department did you contact most recently? Q24a.Which City Department did you contact most recently? Administration Airport Animal Control City Clerk Codes Administration Finance/Treasury Fire Fleet Division Human Resources Law Municipal Court Parks and Recreation Planning and Development Police Public Works â&#x20AC;&#x201C; Admin & Engineering Public Works Operations (Streets) Procurement and Contract Services Solid Waste and Environment Water Utilities None chosen Total

Q24b. How easy was it to contact the person you needed to reach? Q24b. How easy was it to contact the person you needed to reach? Very easy Somewhat easy Difficult Very difficult Don't know Total

ETC Institute (2013)

Number 298 149 15 12 22 496

Percent 60.1 % 30.0 % 3.0 % 2.4 % 4.4 % 100.0 %

Page 204

City of Lee's Summit 2013 Citizen Survey: Final Report

Q24c. Several factors that may influence your perception of the quality of Customer Service you receive from City employees are listed below. For each item, please rate how often the employees you have contacted during the past year have displayed the behavior described on a scale of 1 to 5, where 5 means "Always" and 1 means "Never." (N=496)

Q24c-a. They were courteous and polite

Always 62.6%

Usually 27.1%

Q24c-b. They gave prompt, accurate, and complete answers to questions

53.4%

30.8%

Q24c-c. They did what they said they would do in a timely manner

52.9%

Q24c-d. They helped you resolve an issue to your satisfaction

50.1%

Sometimes 6.5%

Seldom 1.4%

Never 0.4%

Don't Know 2.0%

8.9%

2.4%

1.4%

3.0%

28.0%

7.9%

3.4%

1.8%

5.9%

27.7%

10.0%

3.3%

4.5%

WITHOUT DONâ&#x20AC;&#x2122;T KNOW Q24c. Several factors that may influence your perception of the quality of Customer Service you receive from City employees are listed below. For each item, please rate how often the employees you have contacted during the past year have displayed the behavior described on a scale of 1 to 5, where 5 means "Always" and 1 means "Never." (Without "Don't Know") (N=496) Q24c-a. They were courteous and polite

Always 63.8%

Usually 27.7%

Q24c-b. They gave prompt, accurate, and complete answers to questions

55.1%

31.7%

Q24c-c. They did what they said they would do in a timely manner

56.3%

Q24c-d. They helped you resolve an issue to your satisfaction

52.5%

ETC Institute (2013)

Sometimes 6.6%

Seldom 1.4%

Never 0.4%

9.2%

2.5%

1.5%

29.7%

8.4%

3.7%

1.9%

29.0%

10.4%

3.4%

4.7%

Page 205

City of Lee's Summit 2013 Citizen Survey: Final Report

Q24d. Which TWO of these Customer Service Items do you think are the most important services for the City to provide? Q24d. Most Important They were courteous and polite They gave prompt, accurate, and complete answers to questions They did what they said they would do in a timely manner They helped you resolve an issue to your satisfaction None chosen Total

Number 116 174 67 86 53 496

Percent 23.4 % 35.1 % 13.5 % 17.3 % 10.7 % 100.0 %

Q24d. Which TWO of these Customer Service Items do you think are the most important services for the City to provide? Q24d. 2nd Important They were courteous and polite They gave prompt, accurate, and complete answers to questions They did what they said they would do in a timely manner They helped you resolve an issue to your satisfaction None chosen Total

Number 46 105 178 113 54 496

Percent 9.3 % 21.2 % 35.9 % 22.8 % 10.9 % 100.0 %

Q24d. Which TWO of these Customer Service Items do you think are the most important services for the City to provide? (Sum of Top Two Choices) Q24d. Sum of Top Two Choices They were courteous and polite They gave prompt, accurate, and complete answers to questions They did what they said they would do in a timely manner They helped you resolve an issue to your satisfaction None chosen Total

ETC Institute (2013)

Number 162 279 245 199 53 938

Percent 32.7 % 56.3 % 49.4 % 40.1 % 10.7 %

Page 206

City of Lee's Summit 2013 Citizen Survey: Final Report

Q25. Pace of Development: Using a five-point scale where a "5" means much too slow and "1" means much too fast, please rate the City's current pace of development in each of the following areas. (N=919)

Q25a. Office development

Much Too Slow 3.7%

Too Slow 18.0%

Just Right 43.9%

Too Fast 3.7%

Much Too Fast 1.5%

Don't know 29.0%

Q25b. Industrial development

7.3%

25.4%

38.6%

2.3%

1.1%

25.4%

Q25c. Multi-family residential development

0.8%

3.4%

43.3%

17.9%

9.8%

24.8%

Q25d. Single-family residential development

1.5%

7.6%

59.0%

10.6%

3.6%

17.7%

Q25e. Retail development

4.6%

21.0%

49.7%

7.6%

3.2%

13.9%

WITHOUT DONâ&#x20AC;&#x2122;T KNOW Q25. Pace of Development: Using a five-point scale where a "5" means much too slow and "1" means much too fast, please rate the City's current pace of development in each of the following areas. (Without "Don't Know") (N=919)

Q25a. Office development

Much Too Slow 5.3%

Too Slow 25.4%

Just Right 61.9%

Too Fast 5.3%

Much Too Fast 2.2%

Q25b. Industrial development

9.7%

34.0%

51.7%

3.1%

1.5%

Q25c. Multi-family residential development

1.0%

4.5%

57.6%

23.8%

13.0%

Q25d. Single-family residential development

1.9%

9.2%

71.7%

12.8%

4.4%

Q25e. Retail development

5.4%

24.4%

57.8%

8.8%

3.7%

ETC Institute (2013)

Page 207

City of Lee's Summit 2013 Citizen Survey: Final Report

Q26. Support for Development Incentives: Using a five-point scale where a "5" means Very Supportive and "1" means Not Supportive At All, please rate your level of support for having the City provide economic development incentives to encourage the following types of development in the City. (N=919)

Q26a. Office development Q26b. Industrial development

Very Supportive 12.5%

Supportive 33.0%

Neutral 27.3%

Not Supportive 6.9%

Not Supportive At All 4.8%

Don't Know 15.5%

14.9%

31.7%

26.0%

7.7%

4.9%

14.7%

Q26c. Multi-family residential development

3.7%

11.4%

30.2%

21.5%

17.6%

15.6%

Q26d. Single-family residential development

9.3%

25.3%

29.8%

11.9%

9.3%

14.3%

16.6%

34.2%

22.4%

8.4%

6.0%

12.4%

Q26e. Retail development

WITHOUT DONâ&#x20AC;&#x2122;T KNOW Q26. Support for Development Incentives: Using a five-point scale where a "5" means Very Supportive and "1" means Not Supportive At All, please rate your level of support for having the City provide economic development incentives to encourage the following types of development in the City.(without "Don't Know") (N=919)

Q26a. Office development Q26b. Industrial development

Very Supportive 14.8%

Supportive 39.0%

Neutral 32.3%

Not Supportive 8.2%

Not Supportive At All 5.7%

17.5%

37.2%

30.5%

9.0%

5.8%

Q26c. Multi-family residential development

4.4%

13.5%

35.8%

25.5%

20.8%

Q26d. Single-family residential development

10.9%

29.5%

34.8%

13.9%

10.9%

Q26e. Retail development

18.9%

39.0%

25.6%

9.5%

6.9%

ETC Institute (2013)

Page 208

City of Lee's Summit 2013 Citizen Survey: Final Report

Q27. How supportive would you be of the City of Lee's Summit becoming more aggressive with attracting commercial development? Q27.How supportive would you be of the City of Lee's Summit becoming more aggressive with attracting commercial development? Very Supportive Supportive Neutral Not Supportive Not Supportive At All Don't Know Total

Number 266 391 145 40 39 38 919

Percent 28.9 % 42.5 % 15.8 % 4.4 % 4.2 % 4.1 % 100.0 %

Q28. How supportive would you be of the City of Lee's Summit dedicating an economic development fund for activities or programs targeting commercial development? Q28.How supportive would you be of the City of Lee's Summit dedicating an economic development fund for activities or programs targeting commercial development? Very Supportive Supportive Neutral Not Supportive Not Supportive At All Don't Know Total

ETC Institute (2013)

Number 128 325 237 96 67 66 919

Percent 13.9 % 35.4 % 25.8 % 10.4 % 7.3 % 7.2 % 100.0 %

Page 209

City of Lee's Summit 2013 Citizen Survey: Final Report

Demographics: Counting yourself, how many people regularly live in your household Counting yourself, how many people regularly live in your household 1 2 3 4 5 6 7 8 or more Not Provided Total

Number 111 393 160 152 69 21 7 3 3 919

Percent 12.1 % 42.8 % 17.4 % 16.5 % 7.5 % 2.3 % 0.8 % 0.3 % 0.3 % 100.0 %

Demographics: Which of the following best describes your current employment status? Which of the following best describes your current employment status? Employed outside the home Employed in the home Student Retired Not currently employed outside the home Not provided Total

Number 561 56 8 241 50 3 919

Percent 61.0 % 6.1 % 0.9 % 26.2 % 5.4 % 0.3 % 100.0 %

Number 188 166 51 61 77 8 33 31 3 618

Percent 33.5 % 29.6 % 9.1 % 10.9 % 13.7 % 1.4 % 5.9 % 5.5 % 0.5 %

Number 863 51 5 919

Percent 93.9 % 5.5 % 0.5 % 100.0 %

Demographics: Where do you work? Where do you work? In Leeâ&#x20AC;&#x2122;s Summit Kansas City, MO Independence, MO Elsewhere in Jackson County, MO Johnson County, KS Clay/Platte Counties in MO Elsewhere in MO Elsewhere in KS Not provided Total

Demographics: Do you own or rent your current residence? Do you own or rent your current residence? Own Rent Not provided Total

ETC Institute (2013)

Page 210

City of Lee's Summit 2013 Citizen Survey: Final Report

Demographics: Approximately how many years have you lived in the City of Lee's Summit? Approximately how many years have you lived in the City of Lee's Summit? Under 5 5 to 14 15 to 24 25 to 34 35+ Not Provided Total

Number 82 257 257 169 123 31 919

Percent 8.9 % 28.0 % 28.0 % 18.4 % 13.4 % 3.4 % 100.0 %

Demographics: Would you say your total household income is: Would you say your total household income is: Under $30,000 $30,000 to $59,999 $60,000 to $99,999 $100,000 or more Not provided Total

Number 49 173 250 366 81 919

Percent 5.3 % 18.8 % 27.2 % 39.8 % 8.8 % 100.0 %

Number 465 454 919

Percent 50.6 % 49.4 % 100.0 %

Demographics: Your gender: Your gender: Male Female Total

Demographics: Approximately how much have you or other members of your household spent on Internet purchases during the past week? (write â&#x20AC;&#x153;0â&#x20AC;? if none) How much spent on the Internet during the past week None Less than $50 $50 to $100 $101 to $200 $201 to $500 More than $500 Not provided Total

ETC Institute (2013)

Number 500 166 106 74 50 16 7 919

Percent 54.4 % 18.0 % 11.6 % 8.1 % 5.4 % 1.7 % 0.8 % 100.0 %

Page 211

City of Lee's Summit 2013 Citizen Survey: Final Report

Section 6:

Survey Instrument

ETC Institute (2013)

Page 212

City of Lee’s Summit |220 SE Green Street | Lee’s Summit, MO 64063| cityofLS.net | 969.1000

2013 City of Lee’s Summit Citizen Survey Thank you for taking the time to complete this important survey. City leaders will use your input to help set community priorities so that tax dollars are spent wisely. When you are finished, please return your completed survey in the postage-paid envelope provided. You may also complete this survey on-line by going to www.lssurvey.org. 1. Several items that may influence your Perception of the City of Lee’s Summit are listed below. Please rate each item on a scale of 1 to 5 where 5 means “Very Satisfied” and 1 means “Very Dissatisfied.” (Circle your response) Very Very Don’t Satisfied Neutral Dissatisfied Satisfied Dissatisfied Know

How satisfied are you with:

A. B. C. D. E.

Overall image of City Government How well the City is managing growth Overall quality of life in the City Overall quality of services provided by the City of Lee’s Summit Overall value that you receive for your City tax dollars and fees

5 5 5

4 4 4

3 3 3

2 2 2

1 1 1

9 9 9

2. Using a scale of 1 to 5 where 5 means “Very Satisfied” and 1 means “Very Dissatisfied,” please indicate how satisfied you are with the following aspects of City Leadership. (Circle your response) Very Very Don’t Satisfied Neutral Dissatisfied Satisfied Dissatisfied Know

How satisfied are you with: A.

B. C.

Overall quality of leadership provided by your City elected officials Overall effectiveness of appointed boards and commissions Overall effectiveness of the City Manager and professional staff

3. Using a scale of 1 to 5 where 5 means “Very Satisfied” and 1 means “Very Dissatisfied,” please indicate how satisfied you are with the following aspects of City Growth. (Circle your response) Very Very Don’t Satisfied Neutral Dissatisfied Satisfied Dissatisfied Know

How satisfied are you with:

A. B. C.

Rate of growth in Lee’s Summit Quality of business growth Quality of residential growth

5 5 5

4 4 4

3 3 3

2 2 2

1 1 1

9 9 9

4. Using a scale of 1 to 5 where 5 means “Very Likely” and 1 means “Not Likely At All,” please indicate how likely you would be to do the following: (Circle your response) How likely would you be to: A. B. C.

Very Likely

Likely

Recommend the City of Lee’s Summit to others as a place to live Recommend the City of Lee’s Summit to others as a place to do business Recommend the City of Lee’s Summit’s financial health to a visitor

DirectionFinder® 2013 ETC Institute - Page 1

Not Likely at All

Don’t Know

Neutral Not Likely

5. Please rate your Overall Satisfaction with each of the following services provided by the City of Lee’s Summit using a scale of 1 to 5 where 5 means “Very Satisfied” and 1 means “Very Dissatisfied.” (Circle your response) Very Very Don’t Satisfied Neutral Dissatisfied Satisfied Dissatisfied Know

How satisfied are you with:

A. B. C. D. E.

F. G.

H. I.

J. K. L.

M. N. O.

Overall quality of police services Overall quality of fire and emergency medical services (ambulance) Overall quality of parks and recreation programs and facilities Overall maintenance of streets, municipal buildings and facilities Overall enforcement of private property/building maintenance ordinances Overall quality of public safety education programs Overall quality of customer service you receive from employees Overall quality of communication Overall quality of programs designed to connect citizens with the City, e.g., Citizen’s Leadership Academy, Friends of the Parks, Citizens Police Academy Overall quality of new commercial development in the City Overall quality of the City's stormwater runoff/stormwater management system Overall flow of traffic and congestion management in Lee’s Summit (excluding MoDOT highway interchanges) Overall quality of water services Overall quality of sanitary sewer (wastewater) services Overall quality of municipal court

5 5 5

4 4 4

3 3 3

2 2 2

1 1 1

9 9 9

6. Which FOUR of these items do you think are the most important services for the City to provide? [Use the letters from the list in Question 5 above] 1st: _____

2nd: _____

3rd: _____

4th: _____

7. Please rate your satisfaction on a scale of 1 to 5, where 5 means “Very Satisfied” and 1 means “Very Dissatisfied,” with the following Police Services provided by the City of Lee’s Summit. (Circle your response) Very Very Don’t Satisfied Neutral Dissatisfied Satisfied Dissatisfied Know

How satisfied are you with:

A. B. C. D. E. F.

The visibility of police in neighborhoods The visibility of police in business districts Efforts to prevent crime Overall professionalism of police employees How quickly the police department responds to emergencies Quality of animal control

5 5 5 5 5 5

4 4 4 4 4 4

3 3 3 3 3 3

2 2 2 2 2 2

1 1 1 1 1 1

9 9 9 9 9 9

8. Which THREE of the Police Services do you think are the most important services for the City to provide? [Use the letters from the list in Question 7 above] 1st: _____

2nd: _____

DirectionFinder® 2013 ETC Institute - Page 2

3rd: _____

9. Please rate your satisfaction on a scale of 1 to 5, where 5 means “Very Satisfied” and 1 means “Very Dissatisfied,” with the following Fire and Emergency Medical Services provided by the City of Lee’s Summit. (Circle your response) Very Very Don’t Satisfied Neutral Dissatisfied Satisfied Dissatisfied Know

How satisfied are you with:

A. B. C. D. E. F.

Overall quality of local fire protection Overall quality of ambulance service Visibility of fire department personnel Efforts to enhance fire prevention The number of fire stations How quickly the fire department responds to emergencies

5 5 5 5 5 5

4 4 4 4 4 4

3 3 3 3 3 3

2 2 2 2 2 2

1 1 1 1 1 1

9 9 9 9 9 9

10. Which TWO of the Fire and Emergency Medical Services do you think are the most important services for the City to provide? [Use the letters from the list in Question 9 above] 1st: _____

2nd: _____

11. On 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. (Circle your response) How safe do you feel:

A. B. C. D. E. F. G.

Very Safe

Safe

5 5 5 5 5 5 5

4 4 4 4 4 4 4

In your neighborhood during the day In your neighborhood at night In city parks during the day In city parks at night Traveling on City streets In other public areas in Lee’s Summit Overall feeling of safety in Lee’s Summit

Neutral

3 3 3 3 3 3 3

Unsafe

Very Unsafe

Don’t Know

2 2 2 2 2 2 2

1 1 1 1 1 1 1

9 9 9 9 9 9 9

12. Using a scale of 1 to 5 where 5 means “Very Satisfied” and 1 means “Very Dissatisfied,” please indicate how satisfied you are with the following aspects of City services. (Circle your response) Very Very Don’t Satisfied Neutral Dissatisfied Satisfied Dissatisfied Know

How satisfied are you with:

A. B. C. D. E. F. G. H. I. J. K. L.

Maintenance of city streets (excluding MoDOT highways) Maintenance of sidewalks in the city Maintenance of city traffic signals/street signs Adequacy of public transportation system Adequacy of sidewalks Adequacy of shared use path/trail system Adequacy of bicycling accommodations Maintenance and preservation of downtown Lee’s Summit Snow removal on major city streets Snow removal on streets in your neighborhood Overall cleanliness of city streets and other public areas Maintenance of stormwater drainage system

5 5 5 5 5 5 5 5 5 5 5 5

4 4 4 4 4 4 4 4 4 4 4 4

3 3 3 3 3 3 3 3 3 3 3 3

2 2 2 2 2 2 2 2 2 2 2 2

1 1 1 1 1 1 1 1 1 1 1 1

9 9 9 9 9 9 9 9 9 9 9 9

13. Which FOUR of these services do you think are the most important services for the City to provide? [Write in the letters below using the letters from the list in Question 12 above]. 1st: _____

2nd: _____ 3rd: _____

4th: _____

DirectionFinder® 2013 ETC Institute - Page 3

14. Using a scale of 1 to 5 where 5 means “Very Satisfied” and 1 means “Very Dissatisfied,” please indicate how satisfied you are with the following aspects of City Code Enforcement. (Circle your response) Very Very Don’t Satisfied Neutral Dissatisfied Satisfied Dissatisfied Know

How satisfied are you with:

A. B.

C. D. E. F.

Enforcing the clean-up of litter and debris Enforcing the mowing of grass and weeds on private property Enforcing the maintenance of residential property Enforcing the maintenance of business property Enforcing sign regulations Overall appearance of the City

5 5 5 5

4 4 4 4

3 3 3 3

2 2 2 2

1 1 1 1

9 9 9 9

15. Which TWO of these Code Enforcement Services do you think are the most important services for the City to provide? [Write in the letters below using the letters from the list in Question 14 above]. 1st: _____

2nd: _____

16. Using a scale of 1 to 5 where 5 means “Very Satisfied” and 1 means “Very Dissatisfied,” please indicate how satisfied you are with the following aspects of City Water Services. (Circle your response. Choosing number 9 indicates your water is provided by district 13 or Cass County district three.) Very Very Satisfied Neutral Dissatisfied Satisfied Dissatisfied

How satisfied are you with:

A. B. C.

Reliability of water pressure in your home The availability of account information Overall quality of customer service

5 5 5

4 4 4

3 3 3

2 2 2

1 1 1

N/A

9 9 9

17. Using a scale of 1 to 5 where 5 means “Very Satisfied” and 1 means “Very Dissatisfied,” please indicate how satisfied you are with the following aspects of Parks and Recreation. (Circle your response) Very Very Don’t Satisfied Neutral Dissatisfied Satisfied Dissatisfied Know

How satisfied are you with:

A. B. C. D. E. F. G. H. I. J. K. L. M.

N. O. P. Q.

Lee’s Summit Parks and Recreation Board Maintenance of city parks Number of city parks (currently 26 parks) Miles of walking/biking trails (currently 62 miles) Legacy Park Community Center Harris Park Community Center Gamber Community Center Hartman Park Sports Area Legacy Park Youth Sports Fields Youth Sports Practice Areas Youth Athletic Programs Adult Athletic Programs Other recreation programs, such as classes and summer camps Ease of registering for programs Fees charged for activities Number of playgrounds Downtown Summer Music Festivals

5 5 5 5 5 5 5 5 5 5

4 4 4 4 4 4 4 4 4 4

3 3 3 3 3 3 3 3 3 3

2 2 2 2 2 2 2 2 2 2

1 1 1 1 1 1 1 1 1 1

9 9 9 9 9 9 9 9 9 9

5 5 5 5

4 4 4 4

3 3 3 3

2 2 2 2

1 1 1 1

9 9 9 9

18. Which FOUR of these Parks and Recreation Services do you think are the most important services for the City to provide? [Write in the letters below using the letters from the list in Question 17 above]. 1st: _____

2nd: _____

3rd : _____

4th: _____

DirectionFinder® 2013 ETC Institute - Page 4

19. Using a scale of 1 to 5 where 5 means “Very Satisfied” and 1 means “Very Dissatisfied,” please indicate how satisfied you are with the following aspects of City Communication. (Circle your response) Very Very Don’t Satisfied Neutral Dissatisfied Satisfied Dissatisfied Know

How satisfied are you with: A.

B. C. D. E.

The availability of information about City programs and services City efforts to keep you informed about local issues The level of public involvement in local decision-making Information provided on the City’s website (cityofls.net) Programming on the City’s government access cable channels (Comcast 7, Time Warner 2, and AT&T U-verse 99)

5 5 5

4 4 4

3 3 3

2 2 2

1 1 1

9 9 9

20. Approximately how often do you watch the City’s government access cable channels? (Channel 2, 7, or 99) ___(1) Everyday ___(2) At least once per week ___(3) At least once per month

___(4) Once or twice a year ___(5) Not at all

21. Approximately how often do you watch public meetings (City Council meetings, Council committee, or Planning Commission meetings) on the City’s government access cable channel (Channel 2, 7 or 99 or) or on the City’s website (cityofls.net)? ____(1) At least once per month ____(3) Once or twice per year ____(2) One or more times per week ____(4) Almost never 22. Which of the following sources of information do you CURRENTLY USE to get information about the City of Lee’s Summit? (Check ALL that apply) ___(A) City publications (ex: brochures, water report, election info) ___(K) Lee’s Summit Post-Tribune ___(B) Broadcast news television ___(L) Nixle ___(C) Gov’t cable channel (channels 2, 7 or 99) ___(M) Facebook ___(D) City website (cityofls.net) ___(N) Twitter ___(E) City Scope Quarterly Newsletter ___(O) YouTube ___(F) Lee’s Summit Illustrated, LSPR’s program/activity guide ___(P) Pinterest ___(G) Special message section on water bill ___(Q) e-newsletters such as Parks, ___(H) Public meetings Environmental, and City ___(I) Kansas City Star ___(R) Video streaming on the City’s website ___(S) Other: _________________________ ___(J) Lee’s Summit Journal 23. Which FOUR of these sources of information are the most preferred method for you to get information about the City of Lee’s Summit? [Write in the letters below using the letters from the list in Question 22 above.] 1st: _____ 2nd _____ 3rd _____ 4th _____ 24. Have you had any contact with the City of Lee’s Summit during the past year? ___(1) Yes [answer Q24a-d] ___(2) No [go to Q25] 24a. [Only if YES to Q#24] Which City Department did you contact most recently? ____(1) Administration ____(11) Law ____(2) Airport ____(12) Municipal Court ____(3) Animal Control ____(13) Parks and Recreation ____(4) City Clerk ____(14) Planning and Development ____(5) Codes Administration ____(15) Police ____(6) Finance/Treasury ____(16) Public Works – Admin & Engineering ____(7) Fire ____(17) Public Works Operations (Streets) ____(8) Fleet Division ____(18) Procurement and Contract Services ____(9) Human Resources ____(19) Solid Waste and Environment ____(10) Information Technology (IT) Services ____(20) Water Utilities DirectionFinder® 2013 ETC Institute - Page 5

24b. [Only if YES to Q#24] How easy was it to contact the person you needed to reach? ____(1) Very easy ____(4) Very difficult ____(2) Somewhat easy ____(9) Don’t know ____(3) Difficult 24c. [Only if YES to Q#24] Several factors that may influence your perception of the quality of Customer Service you receive from City employees are listed below. For each item, please rate how often the employees you have contacted during the past year have displayed the behavior described on a scale of 1 to 5, where 5 means “Always” and 1 means “Never.” (Circle your response) Always

Frequency that:

A. B. C.

They were courteous and polite They gave prompt, accurate, and complete answers to questions They did what they said they would do in a timely manner They helped you resolve an issue to your satisfaction

Usually Sometimes Seldom Never

Don’t Know

24d. Which TWO of these Customer Service Items do you think are the most important services for the City to provide? [Write in the letters below using the letters from the list in Question 24c above]. 1st: _____

2nd: _____

25. Pace of Development: Using a five-point scale where a “5” means much too slow and “1” means much too fast, please rate the City’s current pace of development in each of the following areas. Type of Development

A. B. C. D. E.

Office development Industrial development Multi-family residential development Single-family residential development Retail development)

Much Too Slow

Too Slow

Just Right

Too Fast

Much Too Fast

Don’t Know

5 5 5 5 5

4 4 4 4 4

3 3 3 3 3

2 2 2 2 2

1 1 1 1 1

9 9 9 9 9

26. Support for Development Incentives: Using a five-point scale where a “5” means Very Supportive and “1” means Not Supportive At All, please rate your level of support for having the City provide economic development incentives to encourage the following types of development in the City. Not Very Not Don’t Supportive Neutral Supportive Supportive Supportive Know At All

Type of Development

A. B. C. D. E.

Office development Industrial development Multi-family residential development Single-family residential development Retail development)

5 5 5 5 5

4 4 4 4 4

3 3 3 3 3

2 2 2 2 2

1 1 1 1 1

9 9 9 9 9

27. How supportive would you be of the City of Lee’s Summit becoming more aggressive with attracting commercial development? ____(5) Very Supportive ____(4) Supportive ____(3) Neutral ____(2) Not Supportive ____(1) Not Supportive At All ____(9) Don’t Know DirectionFinder® 2013 ETC Institute - Page 6

28. How supportive would you be of the City of Lee’s Summit dedicating an economic development fund for activities or programs targeting commercial development? ____(5) Very Supportive ____(4) Supportive ____(3) Neutral ____(2) Not Supportive ____(1) Not Supportive At All ____(9) Don’t Know 29. What is your age? _______________ years 30. Counting yourself, how many people regularly live in your household? ______ 31. How many persons in your household (counting yourself), are: Under age 5 ____ Ages 20-24

____

Ages 55-64

____

Ages 5-9

____

Ages 25-34

____

Ages 65-74

____

Ages 10-14

____

Ages 35-44

____

Ages 75+

____

Ages 15-19

____

Ages 45-54

____

32. Which of the following best describes your current employment status? ____(1) Employed outside the home If so, where do you work? ___(a) In Lee’s Summit ___(e) Johnson County, KS ___(b) Kansas City, MO ___(f) Clay/Platte Counties in MO ___(c) Independence, MO ___(g) Elsewhere in MO ___(d) Elsewhere in Jackson County, MO ___(h) Elsewhere in KS ____(2) Employed in the home ____(3) Student ____(4) Retired ____(5) Not currently employed outside the home 33. Do you own or rent your current residence?

____(1) Own

____(2) Rent

34. Approximately how many years have you lived in the City of Lee’s Summit? ______ years 35. Would you say your total household income is: ____(1) Under $30,000 ____(2) $30,000 to $59,999 36. Your gender: ____(1) Male

____(3) $60,000 to $99,999 ____(4) $100,000 or more

____(2) Female

37. Approximately how much have you or other members of your household spent on Internet purchases during the past week? (write “0” if none) ______ dollars 38. Do you have any other comments you would like to make?

This concludes the survey. Thank you for your time! Please Return Your Completed Survey in the Enclosed Postage Paid Envelope 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 which areas of the City are having problems with city services. If your address is not correct, please provide the correct information. Thank you. DirectionFinder® 2013 ETC Institute - Page 7