2013 Citizen Satisfaction Syndicated Survey City of Red Deer
July 2013
Š 2013 Ipsos. All rights reserved. Contains Ipsos' Confidential and Proprietary information and may not be disclosed or reproduced without the prior written consent of Ipsos.
Methodology 300 telephone interviews conducted with a randomly selected representative sample of Red Deer residents aged 18 years or older. Interviews conducted between May 29 and June 9, 2013. Final data was weighted to ensure the age/gender distribution reflects that of the actual population in Red Deer according to the most recent Census data. Overall results are accurate to within ±5.7 percentage points, 19 times out of 20. The margin of error will be larger for sample subgroups. Where comparable, this year’s results have been tracked and reported against past surveys to understand how attitudes and priorities have changed and assess the City’s progress in addressing key issues.
2
Issue Agenda
3
Top-of-Mind Community Issues First Mention Transportation (NET)
29%
Taxation/Municipal Government Spending (NET)
11%
16%
Municipal Government Services (NET)
10%
14%
Crime (NET)
10% 13%
Social (NET)
7% 11%
41%
Parks, Recreation, and Culture (NET) 4% 9% Education (NET) 4% 7% Healthcare (NET) 3% 5% Growth and Development (NET) 3% 5% Economy (NET) Environment (NET) Other (NET) None Don't know
2 3% 1% 3% 5% 12%
Q1. In your view, as a resident of the City of Red Deer, what is the most important issue facing your community, that is the one issue you feel should receive the greatest attention from your local leaders? Are there any other important local issues? 4 Base: All respondents (n=300)
Top-of-Mind Community Issues (cont’d) Top mentions included under the three leading top-of-mind community issues: Transportation (41% total mentions) • Roads/streets (29%) • Bicycle paths/lanes (6%)
• Transportation (general) (5%) • Traffic congestion (4%)
Taxation/Municipal Government Spending (16% total mentions) • Taxes/Property Taxes(10%) • Taxes/Municipal government spending (4%)
Municipal Government Services (14% total mentions) • Infrastructure (maintain/upgrade) (5%) • Municipal government services (general) (3%) • Political leadership governance (3%)
5
Tracking Top-of-Mind Community Issues Total Mentions 2006 (n=300)
2008 (n=300)
2011 (n=300)
2012 (n=300)
2013 (n=300)
Transportation (NET)
9%
16%
24%
30%
41%
Taxation/Municipal Government Spending (NET)
9%
9%
9%
6%
16%
Municipal Government Services (NET)
6%
14%
14%
13%
14%
Crime (NET)
25%
24%
16%
18%
13%
Social (NET)
27%
20%
10%
8%
11%
Parks, Recreation, and Culture (NET)
5%
2%
5%
6%
9%
Education (NET)
10%
7%
11%
8%
7%
Healthcare (NET)
5%
7%
5%
7%
5%
Growth and Development (NET)
12%
8%
4%
5%
5%
Economy (NET)
1%
4%
4%
4%
3%
Environment (NET)
2%
5%
3%
4%
1%
Other (NET)
7%
7%
8%
7%
3%
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Quality of Life
7
Words Used to Describe Red Deer
Friendly/ courteous
33%
Great/ good city (to live in)
23%
Right size city (not too big, not too small)
18%
Good trails/ parks
16%
Beautiful (incl. natural setting, scenic)
14%
Clean
11%
Good/ accessible location
9%
Prosperous/ developing city
9%
Safe/ low crime rate
8%
Good family community/ family oriented
7%
Lots of amenities
6%
Young/ vibrant city
3%
Negative comments
4%
Other
9%
Don't know
9%
QRD1. What three words do you think best describe Red Deer as a place to live overall? Base: All respondents (n=300)
Note: includes mentions of 3% or more.
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Overall Quality of Life
Very good
46% Very Good/Good 97%
Good
Poor
51%
2% Very Poor/Poor 3%
Very poor
<1%
2006 (n=300)
2008 (n=300)
2011 (n=300)
2012 (n=300)
2013 (n=300)
Very good/good
97%
95%
97%
98%
97%
Very good
49%
38%
47%
49%
46%
Q2. How would you rate the overall quality of life in the City of Red Deer today? Would you say very good, good, poor, or very poor? Base: All respondents (n=300)
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Change in Quality of Life Past Three Years
Improved
25%
Stay the same
52%
Worsened
Don't know
Net Score
Net Score +5
20%
3%
2006 (n=300)
2008 (n=300)
2011 (n=300)
2012 (n=300)
2013 (n=300)
n/a
n/a
+5
+8
+5
Q3. And, do you feel that the quality of life in the City of Red Deer in the past three years has improved, stayed the same, or worsened? Base: All respondents (n=300)
10
Reasons Why Quality of Life has Improved
Growth/ development
27%
Employment/ job opportunities (incl. higher wages)
13%
More stores/ places for shopping
9%
More activities/ things to do
8%
It's improved/ getting better (unspecified)
6%
Economic development/ More local business
6%
Well managed municipality
6%
Parks/ trails/ recreation
6%
Roads
5%
Growth and development
21%
Low crime rate/ safe/ improved policing
5%
Employment/ job opportunities (higher wages)
16%
Family oriented
5%
Low crime rate/ safe/ improved policing
11%
Community involvement/ engagement
4%
Economic development/ more local businesses
10%
Good public transportation
4%
Parks/ trails/ recreation
9%
Infrastructure
4%
Revitalization of downtown/ city centre
9%
More opportunities (unspecified)
3%
Clean
3%
Other Don't know Q4. Why do you think the quality of life has improved? Base: Quality has improved (n=71)
6%
Top Mentions 2012 (n=70)
Note: includes mentions of 3% or more.
9% 11
Reasons Why Quality of Life has Worsened
Crime/ public safety/ policing
33%
Negative mentions of staff/ Council
14%
Growth and Development
11%
Demographic changes
10%
Drug use/ abuse Unsafe driving habits
8% 6%
Municipal government spending
5%
Housing affordability
5%
Unemployment/ loss of jobs/ low wages
4%
Infrastructure (not maintained/upgraded)
3%
Lack of services
3%
High taxes
3%
Poverty/ homelessness
3%
Too much traffic
3%
Other Q5. Why do you think the quality of life has worsened? Base: Quality has worsened (n=60)*
8%
Top Mentions 2012 (n=55)* Crime/ public safety/ policing Growth and development Lack of services High cost of living Poverty/ homelessness
40% 16% 8% 8% 7%
Note: includes mentions of 2% or more. *Small base size, interpret with caution. 12
Attitudes Towards Life in Red Deer Rated 10, 9, or 8 I am proud to be a resident of Red Deer
71%
I am proud to live in my neighbourhood
13%
65%
I know my neighbours by name
12%
56%
I feel connected to Red Deer
43%
I feel connected to my neighhourhood
42%
I am regularly involved in neighbourhood and local community events
Rated 7
19%
84%
77%
6% 62%
21%
15%
64%
57%
9% 28%
QRD5. Next, I’m going to read you a series of statements that some people have made about Red Deer. Please indicate whether you agree or disagree with each statement using a scale from 1 to 10, where 1 is “completely disagree” and 10 is “completely agree”. 13 Base: All respondents (n=300)
Perceptions of Staff and Council
14
Satisfaction with Municipal Operations Very Satisfied
Somewhat Satisfied
Municipal government, including Council and Administration as a whole
14%
Council, excluding Administration
12%
75%
Administration, excluding Council
12%
75%
79%
Q6. Taking everything into account, how satisfied are you with the way the City of Red Deerâ&#x20AC;&#x2122;sâ&#x20AC;Śis going about running the community? Are you very satisfied, somewhat satisfied, not very satisfied, or not at all satisfied? 15 Base: All respondents (n=300)
Satisfaction with Services
16
Overall Satisfaction with City Services
Very satisfied
34% Satisfied 93%
Somewhat satisfied
59%
Not very satisfied
7% Not Satisfied 7%
Not at all satisfied
0%
2006 (n=300)
2008 (n=300)
2011 (n=300)
2012 (n=300)
2013 (n=300)
Very/somewhat satisfied
98%
91%
94%
93%
93%
Very satisfied
43%
28%
33%
41%
34%
Q7. Please tell me how satisfied you are with each of the following services provided by the City of Red Deer. The first one is the overall level and quality of services provided by the City of Red Deer. Our scale is very satisfied, somewhat satisfied, not very satisfied, or not at all satisfied. 17 Base: All respondents (n=300)
Satisfaction with Specific City Services Very Satisfied Recreational and cultural facilities
62%
Police services
Maintenance, cleaning, and upgrading of streets and sidewalks
Somewhat Satisfied 91%
50%
87%
28%
Snow removal
19%
Traffic management including traffic calming and improving the flow of traffic
17%
68%
61%
55%
Q7. Please tell me how satisfied you are with each of the following services provided by the City of Red Deer. Our scale is very satisfied, somewhat satisfied, not very satisfied, or not at all satisfied. Base: All respondents (n=300)
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Tracking Satisfaction with Specific City Services
Very/Somewhat Satisfied 2006 (n=300)
2008 (n=300)
2011 (n=300)
2012 (n=300)
2013(n=300)
Recreational and cultural facilities
n/a
n/a
91%
92%
91%
Police services
85%
82%
89%
90%
87%
Maintenance, cleaning, and upgrading of streets and sidewalks
-
-
68%
73%
68%
Traffic management including traffic calming and improving the flow of traffic
69%
69%
64%
71%
55%
Snow removal
n/a
n/a
n/a
65%
61%
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Financial Planning
20
Value for Taxes
Very good value
18% Good Value 83%
Fairly good value
65%
Fairly poor value
13% Poor Value 16%
Very poor value
Don't know
4%
1%
2006 (n=300)
2008 (n=300)
2011 (n=300)
2012 (n=300)
2013 (n=300)
Very good/fairly good
91%
80%
86%
84%
83%
Very good
27%
19%
20%
20%
18%
Q8. Thinking about all the programs and services you receive from the City of Red Deer, would you say that overall you get good value or poor value for your tax dollars? (Is that very or fairly good/poor value?) 21 Base: All respondents (n=300)
Balancing Taxation and Service Delivery Levels
Increase taxes - to enhance or expand services
21%
Increase taxes - to maintain services at current levels
33%
Cut services - to maintain current tax level
24%
Cut services - to reduce taxes
7%
None
8%
Don't know
8%
Increase Taxes 54%
Cut Services 30%
2006 (n=300)
2008 (n=300)
2011 (n=300)
2012 (n=300)
2013 (n=300)
Increase taxes
59%
48%
51%
53%
54%
Cut services
29%
33%
36%
38%
30%
Q9. Municipal property taxes are the primary way to pay for services provided by the City of Red Deer. Due to the increased cost of maintaining current service levels and infrastructure, the City of Red Deer must balance taxation and service delivery levels. To deal with this situation, which one of the following four options would you most like the City of Red Deer to pursue? 22 Base: All respondents (n=300)
Communication
23
Information Needs
Municipal taxes/property taxes/budget
10%
Community updates/what's new
8%
Information (unspecified)
5%
Community events/special events
5%
Community planning/land use/new developments
4%
Parks/recreation/arts/culture
4%
Public/Council meetings
3%
Media mentions
3%
Roads/transportation/transit
3%
Municipal services/programs (unspecified)
3%
Future plans/ projects
3%
Emergency services (police, fire, ambulance)
2%
Improve communication
2%
Recycling/garbage collection
2%
2012 Top Mentions (n=300) Municipal taxes/ property taxes/ budget Community planning/ land use/ new developments Community updates/ what's new Roads/ transportation/ transit Parks/ recreation/ arts/ culture
None/ nothing
22%
Don't know
22%
12%
10% 10% 8% 7%
Q10. Thinking about your information needs, what kinds of information do you want the City of Red Deer to provide you with? Any others? 24 Base: All respondents (n=300)
Preferred Methods of Communication
19%
Newspaper
18%
Email City website
10%
Internet (unspecified)
8%
Newsletter/pamphlet/flyer/brochure
7%
Television
6%
Radio
5%
Other
1%
None/ nothing
2%
Don't know
2012 Top Mentions (n=300)
17% Newspaper
34%
19%
Radio
18%
Internet
17%
City website
14%
14%
4%
Q11. And what methods would be best for the City of Red Deer to communicate information to you? Any others? Base: All respondents (n=300)
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Transportation
26
Transportation Means
% Yes Personal vehicle
86%
Transit
Walk
8%
4%
Family/ friends/ car pool
2%
Taxi
2%
Bicycle
1%
Rollerblade
1%
QRD2. Which of the following means of transportation do you use on a regular basis to travel around Red Deer? Base: All respondents (n=300)
27
Suggestions for Encouraging Various Means of Transportation
Improve public transit/bus system
15%
More/ improve bike paths
11%
Bike pass (unspecified)
9%
Reduce/ get rid of bicycle lanes
9%
More bus routes Reduce bus/ taxi fares
6% 4%
Improve traffic lights
2%
Reduce traffic congestion (improve traffic flow)
2%
Improve sidewalks
2%
Fix the roads
2%
The transit system is excellent/ good
2%
Other None/ nothing Don't know
7% 13% 32% Note: includes mentions of 2% or more.
QRD3. The City of Red Deer is interested in your thoughts about getting around Red Deer. What could the City of Red Deer do to encourage you to make use of various means of transportation on a regular basis? 28 Base: All respondents (n=300)
Downtown
29
Downtown Priorities First Mention
More evening entertainment and dining options More shopping opportunities outside working hours More green park spaces Festivals and celebrations Family activities More access to local food and products More outdoor spaces to be around people Don't know
Second Mention
21%
21%
18% 14% 12%
6%
9%
12%
5% 8% 4% 7% 17%
10%
17% 9%
52%
46%
36%
29%
12%
11% 8%
11%
13% 11%
Third Mention
33%
24%
20% 20%
24%
17%
QRD4. In many cities, the downtown area is a highly desirable place to live, work, and play. Thinking about Red Deerâ&#x20AC;&#x2122;s downtown, which of the following priorities would you say is the MOST important to making it a desirable place to live, work, and play? Please select your top three choices. 30 Base: All respondents (n=300)
Citizen Priorities and Expectations
31
Top Three Priorities (Unprompted) First Mention
Transportation (NET) Crime (NET) Parks, Recreation, and Culture (NET)
40% 15% 5%
21% 11%
Other Mentions 55%
2012 48% 20% 22%
5% 8%
8%
Growth and Development (NET) 3% 7%
12%
Municipal Government Services (NET) 3% 6%
20%
Taxation/Municipal Government Spending (NET) 3% 5%
5%
Social (NET)
4%
8%
Education (NET) 2% 4%
6%
Economy (NET)
Healthcare (NET)
3%
3%
Environment (NET)
2%
3% 12%
Other (NET) 2% 4% Don't know
18%
6%
QE1. Thinking about all of the priorities that exist in the City of Red Deer today, please tell me the top three priorities that you feel the City should address over the next 12 months. QE2. Next, Iâ&#x20AC;&#x2122;d like you to rate these three priorities from most important to least important. Of these three priorities, which one is most important? Which one is next most important? 32 Base: All respondents (n=300)
Top Three Priorities (Unprompted) Tracking 2011 (n=300)
2012 (n=300)
2013 (n=300)
Transportation (NET)
48%
48%
55%
Crime (NET)
18%
20%
21%
Parks, Recreation, and Culture (NET)
13%
22%
11%
Social (NET)
14%
8%
8%
Growth and Development (NET)
5%
12%
7%
Municipal Government Services (NET)
31%
20%
6%
Taxation/Municipal Government Spending (NET)
8%
5%
5%
Economy (NET)
4%
8%
4%
Education (NET)
9%
6%
4%
Healthcare (NET)
4%
3%
3%
Environment (NET)
4%
3%
2%
Other (NET)
15%
12%
4%
QE1. Thinking about all of the priorities that exist in the City of Red Deer today, please tell me the top three priorities that you feel the City should address over the next 12 months. QE2. Next, Iâ&#x20AC;&#x2122;d like you to rate these three priorities from most important to least important. Of these three priorities, which one is most important? Which one is next most important? 33 Base: All respondents (n=300)
Ranking City Priorities
First Mention
Police / Crime prevention
56%
Economic development
Walkable communities
Community engagement Creating opportunities for alternative forms of transportation, including bicycle lanes None of the above
Second Mention
17%
10%
5%
22%
27%
21%
15%
8% 9%
24%
19%
25%
13%
Third Mention
9%
87%
68%
50%
45%
30%
2 2 5%
QE3. Next, Iâ&#x20AC;&#x2122;m going to read you a list of five priorities that the City of Red Deer might consider addressing over the coming year and would like you to tell me which one of these is most important to you personally. Which one is next most important? Which one is third most important? 34 Base: All respondents (n=300)
Success in Priority Areas Very Successful
Focusing on delivering core services to residents
Safeguarding and strengthening the City of Red Deerâ&#x20AC;&#x2122;s unique environment
20%
81%
26%
Working with other organizations in the City of Red Deer to improve quality and access to services and quality of life
18%
Working to establish a healthy, independent, and safe way of life for all
19%
Working closely with all communities, helping them to get involved in life in the City of Red Deer
Somewhat Successful
11%
78%
82%
77%
68%
QE4. How successful or unsuccessful would you say the City of Red Deer is inâ&#x20AC;Ś? Would you say they are very successful, somewhat successful, somewhat unsuccessful, or very unsuccessful? 35 Base: All respondents (n=300)
Success in Priority Areas Tracking
Focusing on delivering core services to residents Safeguarding and strengthening the City of Red Deerâ&#x20AC;&#x2122;s unique environment Working with other organizations in the City of Red Deer to improve quality and access to services and quality of life Working to establish a healthy, independent, and safe way of life for all Working closely with all communities, helping them to get involved in life in the City of Red Deer
2011 (n=300)
2012 (n=300)
2013 (n=300)
90%
91%
81%
83%
90%
78%
81%
88%
82%
89%
85%
77%
75%
82%
68%
QE4. How successful or unsuccessful would you say the City of Red Deer is inâ&#x20AC;Ś? Would you say they are very successful, somewhat successful, somewhat unsuccessful, or very unsuccessful? 36 Base: All respondents (n=300)
Infrastructure
37
Level of Government Responsible for Health of Community Infrastructure Most Responsible
Provincial
34%
Municipal
Federal
Next Most Responsible
51%
51%
30%
6% 9%
Most Responsible 2011 (n=300)
2012 (n=300)
2013 (n=300)
Provincial
35%
34%
34%
Municipal
51%
49%
51%
Federal
8%
10%
6%
QI1. Which level of government do you think is most responsible for the health of the infrastructure in your community? Which one is next most responsible? 38 Base: All respondents (n=300)
Performance Managing Infrastructure Assets Very Good Job Recreation facilities such as public pools and ice rinks
58%
Water treatment facilities
52%
Sewage treatment facilities
52%
92% 89% 86%
33%
Local public transit systems
Roads
Somewhat Good Job
74%
13%
54%
Good Job Recreation facilities such as public pools and ice rinks Water treatment facilities Sewage treatment facilities Local public transit systems Roads
2011 (n=300)
2012 (n=300)
2013 (n=300)
93% 86% 90% 80% 59%
96% 92% 90% 82% 61%
92% 89% 86% 74% 54%
QI2. Please tell me if you think the City of Red Deer is doing a good job or poor job of managing each of the following infrastructure assets in your community. (Is that a very or somewhat good/poor job?) 39 Base: All respondents (n=300)
Condition of Infrastructure Assets Excellent Condition 36%
Recreation facilities such as public pools and ice rinks
84%
26%
Sewage treatment facilities
Roads
86%
25%
Water treatment facilities
Local public transit systems
Good Condition
80%
13% 5%
68% 40%
Excellent/Good
Recreation facilities such as public pools and ice rinks Water treatment facilities Sewage treatment facilities Local public transit systems Roads
2011 (n=300)
2012 (n=300)
2013 (n=300)
94% 82% 77% 75% 47%
89% 86% 84% 81% 46%
86% 84% 80% 68% 40%
QI3. Generally speaking, how would you rate the current condition of each of the following in the City of Red Deer? Would you say this is in excellent condition, good condition, declining condition, or in desperate need of a complete over haul? 40 Base: All respondents (n=300)
Infrastructure Priorities First Mention
Second Mention 71%
Roads
Water treatment facilities Recreation facilities such as public pools and ice rinks
7%
12% 6% 90%
29%
11%
23%
23%
Local public transit systems 4% 16%
Sewage treatment facilities
Third Mention
3 11%
13% 30%
14%
59%
48%
33% 43%
Total Mentions
Roads Water treatment facilities Recreation facilities such as public pools and ice rinks Local public transit systems Sewage treatment facilities
2011 (n=300)
2012 (n=300)
2013 (n=300)
90% 61% 43% 41% 44%
88% 64% 51% 41% 41%
90% 59% 48% 33% 43%
QI4. And if you could choose which infrastructure assets should get the highest and immediate priority of government attention for construction or upgrade in your community, which one of the following would you assign the greatest importance? And which one would you assign the second greatest importance? And which one would you assign the third greatest importance? 41 Base: All respondents (n=300)
Weighted Sample Characteristics
42
Weighted Sample Characteristics
Gender
Length of Residency
Homeownership
Male
50%
Less than 5 years
9%
Own
70%
Female
50%
5 to less than 10 years
17%
Rent
27%
10 - 15
21%
Age
Primary Tax Payer
18 to 24
13%
16 - 20
12%
Yes
90%
25 to 34
26%
21 - 30
16%
No
10%
35 to 44
16%
31 - 40
13%
45 to 54
22%
More than 40
9%
55 to 64
11%
65 or older
13%
Mean 19.7 years
Children in Household under 18 Yes
43%
No
57%
43
Contact
Jamie Duncan Vice President 635 Eighth Avenue SW Calgary, AB, Canada T2P 3M3 Phone: 403-294-7385 email: jamie.duncan@ipsos.com
Jamie Duncan
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