BID Survey Report by CovCityCentre

Corporate Research

2012 BID Survey Analysing results from the 2012 BID member survey

Richard Evans July 2012

Contents page Executive Summary .................................................................................................. 3 Introduction and purpose........................................................................................... 4 Analysis and Findings ............................................................................................... 5 Appendices ............................................................................................................. 13

Executive Summary -

Members stated that the most beneficial aspects of the Business Improvement District (BID) were the radio scheme and security projects.

Businesses were most satisfied with the BID's impact on safety and maintenance of the environment within the city centre, also placing high importance on these BID aspects.

Footfall and city centre promotions were areas where businesses placed high importance, but where they reported less satisfaction with the BIDs influence.

Individual BID projects were seen to be meeting the needs of BID members, with the exception of deep cleansing of pedestrian areas/ graffiti removal and Christmas marketing and promotions.

The radio scheme, maintenance team and deep cleansing were seen as high priority projects.

When asked for suggested improvements to the BID, only 22% of responding businesses gave a suggestion. Suggestions received were related to improving/increasing marketing, greater BID ambassador presence and improving/increasing BID information.

74% of respondents were personally in support of the BID and 67% said their organisation was in favour, compared to 7% personally against the BID and 8% of organisations against the BID.

Members against the BID said reducing the cost or better contact would encourage their support.

Businesses were split on whether to increase the BID levy rate to maintain current standards or whether to maintain the levy rate while reducing provision.

Just under a third of BID members stated they never received any contact from BID Ambassadors.

Introduction and purpose To underpin one of the strategic priorities of the Coventry City Centre Business Improvement District (BID,) ‘Understanding and addressing current customer needs’, members of the scheme were canvassed for their opinions. A questionnaire, designed to build on feedback gathered from previous surveys, was sent out to members as part of the latest BID newsletter mailing (BID Ambassadors also encouraged responses during their regular visits). The survey sought to gather information on levy-payers’ current views of the BID, their perceptions of the services supplied under the scheme (particularly in terms of benefits to their business and areas where they would like to see improvements made), the forthcoming BID revote and their thoughts on the effectiveness of current communication streams. 209 responses were received; these were collated and analysed.1 The following shows a breakdown of respondents by business type:

Frequency

Retail

129

66%

Restaurant / Café / Bar

11%

Estate agency

Charity

Bank

Leisure

Recruitment agency

Travel agency

Take Away Foods

Hotel

Solicitors

Building society

Insurance

195

100%

TOTAL

At the 95% confidence level, a sample size of 209 from a total population of 500 BID members equates to a margin of error that is plus or minus 5.18% i.e. a figure of 40% can be said to lie within a range no wider than 34.82% and 45.18%.

Analysis and Findings Perceptions of the Business Improvement District 67% of responding Business Improvement District (BID) members reported that they did not vote during the 2007 revote. 28% of respondents had voted in favour of the BID during the 2007 revote and 5% voted against the BID. Figure 1

Aspects of the BID considered most beneficial

BID members were asked what the most beneficial aspect of the BID was for their business; comments given showed that the radio scheme and security projects were seen to be of most benefit to BID organisations (figure 1). A full breakdown of responses can be seen in appendix 1. Figure 2

Satisfaction with the BID in term of its impact on: 22%

Safety Maintenance of the environment

14%

Cleanliness

15%

Public greenery

11%

City centre promotion 6% Events 10% Advocacy to relevant decision-makers 8% Footfall 6% BID Overall

34%

32%

10% 6% 13% 8%

41%

30%

38%

22%

46%

23%

14%

51%

33%

10% 9% 24%

60%

15% 6%6%

47% 40%

11%

15%

33%

20%

9%3%

37%

27%

22%

6%4%

36%

37%

9% 0%

34%

80%

100%

Scale: 1 = very unsatisfied to 5 = very satisfied Very satisfied

Satisfied

Neither satisfied nor unsatisfied

Unsatisfied

Very unsatisfied

Figure 2 shows the level of satisfaction BID members reported in terms of the BID's impact on aspects of the business environment. BID members were seen to be most satisfied with the BID's impact on improving safety and on maintenance of the city centre environment, with 56% and 51% being either very satisfied or satisfied respectively (and only 10% and 12% being either unsatisfied or very unsatisfied respectively). Impact on footfall and on advocacy of relevant decision-makers were seen to have the lowest levels of satisfaction with 39% and 19% of BID members stating that they were either unsatisfied or very unsatisfied with the BID's impact on these aspects respectively. Figure 3

Importance of the following aspects on company's vitality:

Footfall

3% 2% 10%6%

80% 68%

Safety

21%

62%

Cleanliness

25%

54%

Maintenance of the environment City centre promotion

30%

25%

20%

8%3%

36% 40%

40%

4% 2%

34%

28%

40%

BID Overall

1% 23% 4%

33%

31%

Public greenery

13%3%

24%

39%

Advocacy to relevant decision-makers

10%3% 12%4% 1%

30%

59%

Events

9%2%

60%

17% 3% 80%

100%

Scale: 1 = very unsatisfied to 5 = very satisfied Very important

Important

Neither Important not Unimportant

Unimportant

Very unimportant

Respondents were then asked to rate the importance to their business of the same aspects. 80% of BID members said that footfall was very important to their business (figure 3), along with 10% who said it was important. Other aspects of a business environment which were seen to be important to responding businesses were safety, cleanliness, maintenance of the environment and city centre promotion, with 89%, 87%, 84% and 83% stating it was very important or important respectively.

Figure 4

BID aspects - satisfaction against importance (mean)

Safety

4.55

3.64

Maintenance of the environment

4.34

3.5

Cleanliness

4.46

3.4

Public greenery

3.2

Advocacy to relevant decision-makers

3.12

Events

3.1

City centre promotion

3.05

Footfall

3.63 Importance

3.84

Satisfaction

4.03 4.39 4.63

2.81

BID Overall

4.17

3.33 1

Scale: 1 = very unsatisfied/ unimportant to 5 = very satisfied/ important

Figure 4 shows BID member's satisfaction levels against importance placed on aspects of the business environment (mean result on a scale of 1 to 5 where 1 = very unsatisfied/unimportant to 5 = very satisfied/important). This shows that BID members place high importance on footfall and city centre promotion despite having low levels of satisfaction with the BID's impact on these characteristics. Safety, maintenance of the environment and cleanliness are areas of a business environment upon which members placed high importance, but where they reported greater satisfaction with the BID's influence. Figure 5

BID aspects satisfaction over time

2.85 3.29 3.33

2.58 2.85 2.81

3.12 3.09 3.05

2.92 3.03 3.1

3.08 3.28 3.2

3.12 3.34 3.4

3.49 3.5

2.86 3.22 3.12

2.88

3.15 3.55 3.64

BID Overall

Footfall

City centre promotion

Events

Advocacy to relevant decision-

Public greenery

Cleanliness

Maintenance of the environment

1 Safety

2011 2012

2007

Figure 5 shows results from the previous three BID surveys, this shows that general levels of satisfaction from both the 2011 and 2012 surveys are higher than levels seen in the 2007 survey. The only area which has seen a fall across all three surveys is city centre promotions. Figure 6

BID projects delivered - satisfaction against importance

Deep cleansing of pedestrian areas/ graffiti removal Christmas marketing and promotion

4.25

3.47

4.2

3.23

Maintenance team

3.98 3.57

Retail/ Pubwatch radio scheme

3.91 3.94 Importance

3.86 3.8

BID ambassador team

Satisfaction

3.72 3.45

Greening

3.63 3.36

Feel Alive magazine

3.48 3.26

Annual visitor survey

3.22 3.38

Coventry In Bloom competition 1

Scale: 1 = very unsatisfied/ unimportant to 5 = very satisfied/ important

BID members were then asked to rate (in terms of both satisfaction with and importance of) the individual projects delivered as part of the BID business plan (figure 6). Deep cleansing of pedestrian areas/ graffiti removal and Christmas marketing and promotion were seen to be projects upon which members placed the highest levels of importance. Levels of satisfaction for these projects were, however, lower than importance, suggesting that improvements are needed in these projects to meet the needs of businesses. Generally all other projects provided by the BID were seen to meet the levels of expectation required by members.

Figure 7 BID projects prioritised (top 3 highest priorities and bottom 3 lowest priorities)

Radio Scheme

53%

17%

Maintenance team

43%

Deep Cleansing

40%

Events

35%

11%

Christmas Marketing

33%

13%

Ambassador team

22%

High Priority

29%

Low Priority

21% 20%

Other Marketing 16%

Feel Alive magazine

14%

Greening

29% 22%

Coventry in Bloom

32%

Joint Procurement

34%

Annual Visitor Survey 0%

45%

10%

20%

30%

40%

50%

60%

Members were asked to prioritise their top three BID projects (both current and proposed) along with lowest three priority projects. The following projects were seen to generate the highest number of selections as a top three priority project: radio scheme (53% although 17% also placed low importance on this project), maintenance team (42%) and deep cleansing (40%). Generally projects clearly emerged as either a lower prioritised or high priority project, although the ambassador team, other marketing, Feel Alive magazine and greening were seen to generate more mixed opinions. BID members were asked to suggest any improvements they would like to see to the BID in terms of the services it offered to levy payers. Only 22% of respondents made a comment, suggesting that the majority are happy with the services the BID provides. Figure 8 shows a breakdown of areas where improvements were requested, areas receiving the greatest number of comments were improve/increase marketing activities, greater BID Ambassadors presence and improve/increase BID information. Appendix 3 gives a full breakdown of suggested improvements.

Figure 8

Improvements to BID services

The 2012 Ballot 47% of respondents said they would be responsible for making the decision whether to vote in favour of the BID in the 2013 revote. 26% said someone else in their organisation would make that decision and 27% were unsure who would make that decision. Of those respondents who stated that someone else in their organisation would be responsible for the vote, 30% said they would have a lot of influence on that decision and 47% would have some influence on the decision. Figure 9

Support for the Business Improvement District

You personally

24%

Your organisation

49%

20% 0%

4%3%

48% 20%

Strongly Support

40% Support

Against

5%3% 60% Strongly Against

20% 25%

80%

100%

Undecided

74% of respondents said they were personally in support of the BID (stating either support or strong support), 20% were undecided and 7% were against the BID. 67% also stated that their organisation was in support of the BID, followed by 25% who were undecided and 8% who were against it. Of those businesses who previously voted against the BID in the 2007 revote, a third are now in favour of the BID, 44% were still against it and 22% were undecided.

Supporting comments: - "1st - Security retail radio scheme 2nd - Fantastic support in security/retail issues by the Ambassadors." - "BID has always provided a good service will support with shoplifters and is very receptive to any ideas put forward i.e. Boxing Day ambassadors." - "I think it is a great way to allow businesses to have more of a say as to what is going on in the city centre and to help make necessary changes." - "Security is on hand and marketing to promote areas bringing in more trade." - "The Ambassadors play a very important role within the city centre i.e. advice, visual deterrent." Against comments: - "We believe that the services provided by BID should be funded by the rates, which are already extremely high. Also unhappy that we have to pay even though we are against the BID." - "We see no evidence of where our money is spent." - "We pay towards it but get very little out of it. It is just another form of local tax." - "Cannot see any benefit in the BID team, this is a job the council should be doing for all city centre businesses from the high rates that we pay." - "On top of high rates cannot see what it adds that should not already be accommodated within the rates." A full list of comments can be seen in appendix 4.

Figure 10 If against the BID, what changes would encourage your support?

Those members who were against the BID were asked what changes would encourage them to be in support of it. Most comments received were around reducing the cost of the scheme or having better contact and information on the work of the BID and its impact. A full list of responses can be seen in appendix 5.

Figure 11 The Coventry City Centre BID has the lowest levy rate of any UK BID (set at 0.9% since 2005). In order to maintain the current level of service which of the following would you prefer? Increase the levy rate to maintain current levels of provision

22%

Maintain the current levy of 0.9%, but cut service levels

22% 56%

Unsure

10%

20%

30%

40%

50%

60%

When asked what they would like to see happen regarding setting levels of service and the levy rate, 56% of respondents were unsure how they would like the levy set. The remainder were split between those wanting to see an increase in the levy to maintain current levels of provision and those happy to maintain the current levy and cut current service provision. Communications Only 52% of responding BID members were aware of the Business and Retail Forum meetings which took place approximately every 3 months. Of those who were aware, only 42% attended these meetings (5% frequently, 15% occasionally and 22% seldom), although 78% of those who did attend said the meetings were useful. 20% of respondents had visited the BID website (www.coventrybid.co.uk) and 50% had read the latest BID Bulletin newsletter. A list of suggestions for the newsletter and website can be seen in appendix 6 and 7. 51% of respondents were either satisfied or very satisfied with communication regarding Coventry's City Centre BID (15% very satisfied and 36% satisfied). This was followed by 39% who were neither satisfied nor dissatisfied, 6% who were quite dissatisfied and 4% who were very dissatisfied with communications. Figure 12 Approximately how often do you have contact with BID Ambassadors

35%

Monthly

23%

Quarterly

Twice a year

Once a year

31%

Never

10%

20%

30%

40%

Just under a third of BID members stated they never received any contact from BID Ambassadors. The majority of businesses preferred to receive information and updates by a mailed printed copy (41%), personal contract from BID Ambassadors (37%) or electronic communication via their email address (32%).

Appendices Appendix 1 - What would you say is currently the most beneficial aspect of the BID to your organisation? -

Advertisement Ambassador team very helpful Radio Ambassadors, Radio Link At the moment nothing within the BID is beneficial to our business Awareness of city initiatives and collaborative approach to supporting businesses Bringing more people to shop especially visitors who don't visit Coventry Business only opened in October 2011 so haven't yet experienced any benefit Camera at the end of the street and 10% discount voucher in the Feel Alive magazine Can not think of one Can not see any Cleanliness/currently not being done enough (since XXX has been ill) security Presence Communication Communication Radio scheme Communication within the team Constant updates from the ambassadors currently none CV1 (Ambassadors) and having a radio Don't know never see them. Events promoting city centre (need more of this) Feel Alive magazine Footfall Footfall, events and promotion gets more people in the city centre so then customers come and see our promotions and offers. Keeps City Centre clean and under control, which promotes Coventry as a nice place to shop in general which benefits most retail within the centre. Free advertising in the magazine Frequent visits Given us a local contact with other businesses and it means we can find out what is happening locally Have not seen any tangible benefits Having the security if need help and keeping contact with other businesses Having the town radio, being alerted when someone is near the store. I know nothing about it to say Improving perception of the city to attract new customers. Cleanliness Improving Inclusion in Feel Alive It shows interest in the shopping centre and what needs to be improved It's efficient Keeping the area looking tidier, Keeping public aware of the area e.g. Marketing Keeping us safe and the up keep of the city Keeps the flow of communication across the town. The Ambassadors have a good knowledge of prolific shoplifters Making sure we are in a safe and clean environment Marketing Town centre manager Marketing in the Feel Alive magazine Marketing to get the footfall within the city centre New road layout outside the office New store so too early to say No benefit being as city arcade will be demolished in next 2 years No Idea NONE None the only beneficial is the council

None yet as we have seen no improvements to date on Corporation St Not aware of any Not aware of any relevant to our business Not aware of it at all Not sure - need more info of what the company does Nothing Nothing? Pass Point of contact for enquiries Prevention of stock loss, support and guidance Probably the up-to-date information we get from them. Promoting the city centre Footfall Protection; preventative Public transport access to Arcade Pubwatch Control Room Radio Radio - Knowing someone is there to help if we need it Radio; security system Radio and cleaning Radio Link Radio Link Radio Link Radio Link City Centre Presence Radio Link and updates on known offenders. Various marketing carried out over the year. Promoting of city centre through Feel Alive magazine Radio Link when we have problems in store Radio link with CV1 Radio Scheme and cleanliness outside Radio scheme, Security Radio Support Radio System Radios and Ambassadors radios for our use to contact centre security and be made aware Retail radio/cv1 ambassadors/CCTV support Retail support, events and city centre promotion Safety and Security/Crime reduction Marketing of city centre retail/business/leisure offerings Cleanliness of the city Security Security Security Security Security Security Security Security Security - feeling safe that one radio call gets them here Security and also keeping us up to date with events and happenings within the city centre Security and Street cleaning Security meetings smartening up the city centre Sometimes gives me a heads up on upcoming events in the city centre Store visits, assistant in centre information The Ambassadors and radio link The news update about all the development of Coventry city centre and the Feel Alive magazine The organisation voted, it would not have been the store manager, so unsure on answer The pleasant outlook of maintained flowerbeds

The radio The Radio for security and the information we receive keeping us up to date with what's new etc The radio scheme is very useful and so is the marketing side to drive footfall into the city centre The radio system and the flowers etc The support and information given to our store by the BID Ambassadors The walkie talkie radio and Street presence This year there has been an increase in promotional activity To be honest not really sure of their full responsibility To get the info and photos sent to us so we are aware of the people to ban from the store if needed. Trying to improve the look of the city centre to improve footfall Up to now we haven't felt that we have benefited from the BID at all. However recently we contacted the council about our hanging baskets and were unsuccessful in getting a response. We spoke to the BID representative and a few days later the hanging baskets were put up Very organised, link radio and security. We can get support when dealing with difficult customers Were not really sure what you do - we haven't met the guys more than a few times but the Olympic information is useful. Withholding the strong links between store and city centre

Appendix 2 â&#x20AC;&#x201C; Comments on priority aspects of the BID -

The ambassadors have been V Helpful on the occasions we have needed help. The Ambassador team provide face to face contact and keep us informed of what is going on in the city centre I did not know there was an ambassador team so that does not say much for newsletters/meetings or keeping us up to date.

Generally good as it is. More marketing needed.

For us the Oct-Dec period is the only time we are in profit there needs to be far more attention paid to advertising the festive period, especially late night shopping A more detailed Christmas promotion/event sheet, would be better for planning ahead, like as a business plan for xmas in September Xmas market maybe a good idea, but only benefits the city centre. Many events exclude smaller businesses that are not central, this goes for the cleaning too. As a city we need to continue to focus on changing the perception of Coventry and support city businesses. Currently it feels that retail parks gain more support to encourage footfall. Coventry in bloom is very disappointing this year (2012) While the works are going on at the moment it is hard to keep anything clean but hopefully when it's finished the paving will be kept clean regularly. The street needs cleaning It is really important for M&S that the town environment is kept to a really high standard of cleaning I don't think the arcade is clean enough Hertford Street is constantly perceived as being ""dingy"" and even with the improvements with a particularly welcoming environment. Clean safe environment is the best I could ask for Alleyways near to shop walkway from Belgrade Plaza smell

Ambassador team (High) Ambassador team (High) Ambassador team (Low) Christmas Marketing (High) Christmas Marketing (High) Christmas Marketing (High) Christmas Marketing (Low) Christmas Marketing, Feel Alive (High) Coventry In Bloom (High) Deep Cleansing (High) Deep Cleansing (High) Deep Cleansing (High) Deep Cleansing (High) Deep Cleansing (High) Deep Cleansing (High) Deep Cleansing (High)

awful all of the time used as a public lavatory We would, as a company, like to see more events and marketing being held outside and around the West Orchards Centre to promote businesses down that way of town. Regular events are needed in Broadgate as the new square can look boring and empty otherwise Our business runs off events local and people coming into Coventry Events in Spon St to increase awareness and footfall Events help footfall to our company encouraging more people to pass the shop and be in the city centre Events could improve to appeal to a wider age range and be promoted better in advance. Often customers tell us what's happening only as its on NOT us advertising/promoting it. Drive footfall back up. Events - we need more to bring area alive Bring more people into Coventry city centre more events especially in Shelton Sq Coventry needs to do all it can to increase footfall throughout the year. The new Cathedral Lanes ....what will this be regularly used for? Advertising out of town - encourage surrounding areas to use Coventry We don't think there is anywhere near enough marketing in and around Coventry. Footfall has fallen significantly this year and we don't see much happening to fix this The 'free' advert in Feel Alive was very beneficial. Reduced advertising rates would be very helpful; attract more advertisers. Events in Spon Street would help to increase awareness of street - street markets. fairs etc.. Greening/Maintenance - due to being in a city centre precinct their needs are already met so are low priority for BID need for us. Events and marketing - need for footfall in city is great so ALL aspects MUST be stronger, find better ways to reach everyone. Include all retailers working together Very happy with feel alive and assistance from the team It is good to see improvement to the general area to make it a more pleasant experience for the public Just, the city centre needs to be well maintained, repainted, blooming flowers to attract people to the centre, I love going to Leamington because it always looks clean, fresh flowers everywhere and well maintained Would like to see more crime control in the immediate area Would like more help in ensuring Jesus army takes more responsibility for the behaviour of the people it attracts! We are unaware of any of the scheme or of the benefits We are government funded so not really relevant We are a city centre dental practice that is under extreme financial difficulties with rents and rates. Footfall is the most important to us for survival. Changing of bus routes has affected this greatly. Also as a health related business the above really does not have any importance to our business. What would help would be to offer a NHS service but the PCT does not see the city centre as a needy area. Most of the public travel into the city centre and it is full of students that need our services, Can BID help these issues? Vital that Broadgate is heavily promoted to bring back lost footfall due to prolonged landscaping. Tiles broken down the city arcade normally be skateboarders often not very clean - not much marketing, street signs out of date FORGOTTEN!!

Events (High) Events (High) Events (High) Events (High) Events (High) Events (High) Events (High) Events (High) Events, Christmas Marketing (High) Events, Christmas Marketing, Other Marketing (High) Events, Feel Alive and Christmas Marketing (High) Events, Marketing (High), Greening, Maintenance (Low) Feel Alive (High) Greening (High) Maintenance team, Greening, Coventry in Bloom (High) Non-specific Non-specific Non-specific Non-specific

Non-specific

Non-specific Non-specific

Roadworks and improvements took too long and the movement of bus stops has reduced our footfall Not impressed with any aspect of BID Most important aspect is promotion of the city parking and footfall I feel that Coventry city centre is dirty, grey and uninspiring. I myself find a lot of unsavoury characters and not being moved on. I feel City Arcade is forgotten about and more needs to be done to help get footfall rising. I can't comment as I think Corporation St is always forgotten about. Every unit should have a radio free of charge!! Encourage good design of the public realm - similar to the successful Grey Friars green Prompt removal of beggars and waifs and strays City Centre signposting needs improvement, especially public toilets City Arcade is becoming very empty with lots of vacant units. The current businesses are struggling to keep footfall up a make a living. Business is feeling the pain of reduced footfall @ Hertford St because of maintenance work. If some events can be held @ Hertford St to promote more footfall please. Marketing and events are a key area to try and help bring people into the city

Footfall is the most important thing and marketing will improve it

We would like to see more promotional aspects available to us, we want to know more about what BID provides The radio scheme is very important with regard to obtaining help and the safety aspect within the city centre Security is the most important aspect of the BID to us. CCTV and access to the control room. We do not use a radio but feel that calls into the control room are dealt with as expected. Radio scheme has benefited us all Radio Link working well, but a bit of extra coverage later in the day would be beneficial. We would like to be told about the radio scheme and Joint Procurement. More liaison with BID members and services available would be appreciated. Radio Scheme important, Ambassador team for information, assistance, deep cleansing makes people want to visit, Christmas campaign biggest time for all traders has to be pushed.

Radio Scheme Ambassador team patrolling day/night

Key driver for retail naturally is footfall. Need an environment our customers feel safe in and clean. Car parking initiative through quiet times, reduce rates to gauge reaction? Our business relies on radio and good relationships between the Ambassadors we would like activities in Hertford Street as well. I feel that more events could happen Upper Precinct to encourage visitors to Coventry to this area. The radio is of up most importance; I feel the ambassador team do a great job of trying to help out as much as possible.

Radio scheme and maintenance are stronger for our business

Non-specific Non-specific Non-specific Non-specific Non-specific Non-specific Non-specific Non-specific Non-specific Non-specific Non-specific Other Marketing (High) Other Marketing, Christmas Marketing (High) Other Marketing, Feel Alive (High) Radio Scheme (High) Radio Scheme (High) Radio Scheme (High) Radio Scheme (High) Radio Scheme (High), Joint Procurement (Low) Radio Scheme, Ambassadors (High) Radio Scheme, Ambassadors (High) Radio Scheme, Ambassadors (High) Radio Scheme, Ambassadors (High) Radio Scheme, Ambassadors, Events (High) Radio Scheme, Maintenance (High)

Appendix 3 - Would you like to suggest any improvements to the BID in terms of the services it offers to levy payers? -

Advertising Coventry more Arrange for lower/nil parking charges We would like to be told about the radio scheme and Joint Procurement. More liaison with BID members and services available would be appreciated. Because of the paying for Feel Alive we have very little money left. I feel we should stop wasting money on questionnaires and other pointless exercises and concentrate on cleaning the city, Better car parking - Longer hours to encourage people to stay in the city in the evening. Better cleanliness of back exit as always smelling of urine. Tiles on floor in city arcade dangerous in wet weather - lots of people falling. Cleaner walkways and pillars Extra Leafleting quota at free of charge Flexibility in terms of payments towards the scheme. e.g. 10 x monthly payments, etc, as private business does Focus on sell good points of visiting City Centre rather than retail parks, Free car parking for shop owners, badge scheme From a personal perspective I would like to see regular events/markets/fayres held in Spon Street. More advertising Spon Street; what it offers. Increased presence of the Ambassadors in the area to deter potential 'trouble'. Some hanging baskets would be appreciated. Give the ambassadors more power, better uniform which is more friendly, move away into town host vision of the city. Give us a heads up monthly on city centre events Greater PCSO coverage after 5pm. Greater Ambassador presence after 5pm. An extra radio in store so managers and guards can communicate better and more efficiently. I understand BID looks at long term, but maybe more information on what they are doing immediately. To drive footfall into centre. Other than that we are happy. I would like to see what improvement BID has made to Corporation St Improved safety surrounding the Burges/Ironmongerrow - at times the area is unsafe and not good advertisement for the city. Improved communication - future plans etc In the Arcade the floor is extremely dangerous and needs looking at. Let us know about the meetings in ample time and in some cases we've not been told at all. Its nice to know what's going on and were not told at all. Looking after the appearance of the area Monthly meetings for retail radio users Better communication and time keeping, re. improvement to pedestrian walkway from station Better opportunity to feature in magazine Fixed city opening hours @ xmas. Very important to promote these hours on radio, in press More activities put on in Hertford St to bring in more customer footfall More advertising for small shops; Give promotions in magazine every month More Ambassador presence in Hertford St More Ambassador visits more information on city centre improvements More awareness More care and attention to the local businesses - regular checks and visits to help with needs and improvements More listening to what we want More Marketing. Magazines good. More power for ambassadors/alphas to get rid of drunks/youths causing a nuisance. It does not reflect well on the city centre if the transport museum and other areas are full of drunks by 7am More Public events Godiva Awards Coventry Jazz festival More scope to advertise my store locally More work required to keep areas clean and tidy Most of the services are targeted towards retail outlets. It would be nice to have something more targeted at professional services in general.

Needs to be more liaising to ensure all retailers work together to ensure survival. City is divided due to landlords being different for individual tenants. BIDs needs to be tool to join us all and change atmosphere/appeal of city to increase visitors. Parking discount Personally would like our/other companies to put more in, so can get more back (Rugby set up) I would be yes vote. Produce more information on the BID Promote and advertise independent businesses more. Change out of date posters. This was put on the last form and still hasn't been done. Should be included in the 12k a year we pay rates Since CV One have not been responsible for public toilets a real decline in cleaning and standards has been noticed maybe this should be within the remit of BIDs Think of city as a whole and not just dealing with certain parts of town Treat all us independents with the same importance as the big retail chains When Issue and Items raised actually get back to and provide what they say they will Would like to see much more activity with community police patrol - due to constant vandalism of garden area- and alcohol related incidents

Appendix 4 - Would you like to suggest any improvements to the BID in terms of the services it offers to levy payers? Comment - Radio Link is a great asset - Radio Link Support - Safety and security of the radio link vital - I can see what you are delivering but also with greater funds what could be achieved -

Well Organised/Positive

1st - Security retail radio scheme 2nd - Fantastic support in security/retail issues by the Ambassadors

Better environment for our customers coming into Coventry

BID has always provided a good service will support with shoplifters and is very receptive to any ideas put forward i.e. boxing day ambassadors BIDs offers different things that the council doesn't. It's also better talking face to face with Marc Dwyer and his team. Coventry is a large city, but lacks behind in business in level to other city centres we have no major shops name, or brands which can affect other business in investing in the city Good back up help from all departments safe keeping of the city from the ambassadors

Good Links

I think it is a great way to allow businesses to have more of a say as to what is going on in the city centre and to help make necessary changes

Improvement is always good

Promote city centre

Retail Radio scheme

Security assistance to reduce stock loss. Increase footfall in centre

Security is on hand and marketing to promote area bringing in more trade

Personally Strongly Support Strongly Support Strongly Support Strongly Support

Organisation Support Support

Strongly Support Strongly Support

Strongly Support

Strongly Support Strongly Support

Strongly Support

Strongly Support Strongly Support Strongly Support Strongly Support Strongly Support

security/safety

The Ambassadors play a very important role within the city centre i.e. advice, visual deterrent The BID if managed effectively can improve trade in the city centre BUT MUST NOT be diverted to irrelevant activities i.e. Godiva Festival

Unique selling point

We need more people to come to Coventry

We strongly support BID as they are there to help with Business Improvements and help us all on a whole. It's always good to have people like that.

Would have more customer and my business would grow

Good idea that we all communicate and pull together

Keeps the city looking good, feeling good. Glad to have some people care

Security features - attempts to keep centre clean

Offers different ways of promoting our business helps us to feel secure in our working environment. Keeps us up to date with all new information and what's new The radio is a very good safety measure for us and we're off the main run and really quite secluded All the promotion of local business and make the city centre more attractive to customers Anything beneficial to the city centre this company would support. The city centre needs all the help it can get. Anything that brings people into the city centre is very important Anything that helps promote business is a good thing Anything that is aimed at bringing more people into the city centre is a good thing As above security is paramount to our business. Any additional security through CCTV monitoring/patrols adds to this. BID is a good idea as it promotes Coventry City Centre with events and activities and is continually trying to improve Coventry Brings more customers City Centre needs a central forum to ensure businesses have a point of contact. Cleanliness and security Coventry needs to move forward and by doing this we can encourage people in to Coventry, helping other businesses and making Coventry an ambassador city for the Midlands Coverage on radio link and theft support to store Feel Alive magazine + events in the city centre can directly affect our footfall and sales Focus on promoting all businesses in city centre is much appreciated Great help. Minor improvements needed but generally very good Heighten awareness to my company brand Help local businesses I have to be entirely honest I'm still not entirely sure what BID involves but the things I do know about (security etc) I am in support of I like the ideas behind the BID scheme I hope that the services filter through to us, at the moment there is not enough communication I support the scheme as I like to see Coventry city centre tidy and safe for all members of the public as well as Greggs customers

Strongly Support Strongly Support

Strongly Support

Strongly Support Strongly Support

Strongly Support

Strongly Support Strongly Support Strongly Support Strongly Support

Strongly Support Support Support Undecided

Support

Support Support

Support

Support Support Support Support

Support

I think the scheme has a lot of potential within the city. I'm all for improving our surrounding areas to increase business Coventry is a big city and it need constant attention to make it more attractive to outsiders In any changes made In Leamington we have seen it work exceptionally well for our new store. Coventry has the potential to do the same but it needs to be more than just covering poorly staffed larger stores from shoplifters, crime is a major concern but cannot prevent funds being used for promoting city centre and working more as Leamington does to encourage visitors. It helps to promote business and presents a good image for visitors to the city. People involved work hard to make things happen. Security system has been of great benefit to us Radio scheme would always be supported by brand as a whole Radio scheme, being able to feel safe while at work Radio scheme, Feel Alive magazine Safety - inviting city centre Safety, cleanliness and contactability Someone to represent businesses in the city The BID is basically good idea but it doesn't deliver The face to face is great Things get done quickly (if Possible) The radio is the main thing The scheme offers various services such as the team coming on site and explaining various events and what is going to be done in future. We need an organisation to focus on general things within the city centre, whether that be CV One or BID, I don't mind as long as work is done to revamp a tired city! We would support as much as we can to try and develop a better retail environment What can be done to improve things is a bonus to all businesses Anything that helps promote Coventry is a good thing Attracting new businesses to the city increases footfall increases awareness of Coventry Community is important Coventry City centre is declining, we need BID to improve the city centre Security control it has on our business Support any marketing activities to improve footfall and safety will always be supported Support for retailers and organisation of schemes/events that benefit city centre as a whole Nothing we wouldn't get within normal rates - except magazine Cannot see any benefit in the BID team, this is a job the council should be doing for all city centre businesses from the high rates that we pay I feel that BID is not value for money with the markets (street) you place take away business for the shops. City Ambassador only patrols through night (shops open 9-5) daytime one seem only to give out paperwork. I opened the shop after the vote for BID had taken place. I did not have the choice of whether I wanted to join or not. With the current rent and rates the BID bill is not one I appreciate paying. On top of high rates cannot see what it adds that should not already be accommodated within the rates. We pay towards it but get very little out of it. It is just another form local tax The cost with no choice

Support

Support Support Support Support Support Support Support Support Support

Support

Support Support

Support Undecided

Support

Undecided

Support

Undecided

Support

Undecided

Support

Undecided

Support

Undecided

Support

Undecided

Against

Strongly

We are not retailers

We believe that the services provided by BID should be funded by the rates, which are already extremely high. Also unhappy that we have to pay even though we are against the BID

We see no evidence of where our money is spent

Doesn't seem to effect us in a positive way at all I cannot see or appropriate the benefits from this scheme I don't believe businesses should pay extra rates - i believe all citizens should share the cost I've seen positive changes but I'm still not 100% sure what all of the services are, that may be my fault for not reading e-mails sent but there must be a reason for that It is an extra bill I have to pay and I am not aware of how this is benefiting my customers or my business Little evidence of what it has done or doing to support my business Minimal evidence of work being undertaken, poor communication of activities Never heard of it No marketing budget for local initiatives Seen little evidence of how BID has supported my business with the exception of the free advert in Feel Alive. The BID is more focussed on business orgs and is less relevant to us as a charity (understandably so) Unsure if involved in this and who would vote if anyone. Maybe head office.

Against Strongly Against

Strongly Against

Strongly Against Undecided Undecided

Undecided

Undecided Undecided

Undecided

Appendix 5 â&#x20AC;&#x201C; If against the BID what changes are needed for you to support it. -

A budget for local marketing Any form of expenditure the company resist, so tough for me to say. We are so driven at driving down costs Better aspects of above Clean up fag ends Corporation St is a forgotten street, no publicity for the area, all concentrated on city centre Even though we as a business support BID we still think on a whole improvements can be made. ie, promoting independent businesses more and holding more events around these companies. For BID to look at area outside of the precinct, Broadgate etc... Greater communication of activities planned and completed I find it a bit pointless and don't feel we benefit from an extra tax I would have preferred the choice to join as all new businesses should be given, instead of being told here's this bill you have no choice pay it. Improvements on improving In our terms of lease the BID levy isn't included and feel that we have been held to ransom to pay it. I could give another member of staff more pay if I didn't have to pay this. It concerns me that shopping centres are being built elsewhere in Coventry which will affect footfall and visitors to it. Also the quality of the business in the centre needs to be questioned. How many betting shops does Coventry need? Keep levy as low as possible Lower the costs for smaller business Make it a charge within the council rates More awareness of shops in this area More focus on professional services - not just retail More information and we would need to know who has a say in how involved we could be

More recognition in more area of the city My store do support, but I am not sure CPW PLC organisation knows what BID is. Need more info on the scheme - why what etc Need Patrolling of Garden Area to move on alcoholics and vandals that congregate there Please improve communication See a improve from before BID came into force that actually affect my business The ONLY thing that would benefit us is very high speed broadband connection. Which i recall was in the original BID premise? This has not materialised Understand the concept Have seen benefits - cleaning, Ambassadors, feel alive An opportunity to do more Vagrancies and antisocial behaviour - i.e. littering, more bins please We pay too much in rates already BID should be included not extra Will never support it You should be able to opt out of the scheme if you do not have any benefits

Appendix 6 – Suggestions for the BID website. -

City centre footfall, unemployment figures, new store openings or stores closing Email BID members Quarterly advising of main actions/news and linkage to website I think it needs to be more user-friendly and an area where businesses can make suggestions and post offers etc. Also a public ""customer"" facing side so that the public can see what it is about and can have an input Lots talk to me not at present Some mention of the fact that there are professional services offered in the city Yes. You could add our services to your online tourist guide or students information. Also you could have advise on NHS Direct and Medical Services

Appendix 7 – Suggestions for BID newsletter. -

An acknowledgement there are professional services offered in the city Email - Save money! Same with surveys Free advertising for independent businesses at the back as we do not have large marketing budgets and need more help form our local council to stay in business Increase frequency Keep It simple More details of offers that we use to drag customers in None, pretty good as it is other than me it goes into staff room and is read Yes stop wasting paper and repeating items

Appendix 8 – Further comments about the BID. -

A lot of help advertising is needed to help small independent businesses. It is the smaller businesses that are keeping the city going Large companies seem to be going into administration As a dental practice it would be interesting to meet with one of your representatives to see what BID could do to help us promote our services to both the public and students in Coventry. This questionnaire has made me more aware of what BID actually does and how much information your website provides. BID - Enriching our city - How can you enrich our city by not promoting Christmas last year (Due to developments) Flower bed been empty since Feb - now June in Market Way? Beggars in Market Way constant..... Street markets take away business not promote us. Ambassadors mainly do nights when most retailers are closed. Day ambassador only seem to be giving out paper work. Anything like beggars, shoplifting, anti social behaviour they say it's a police matter.

BID is good as the ambassadors see you face to face to address issues. The city needs security for business owners during the hours of trade. Our business has no security as it's all girls working till 8-830 pm x2 a week. The biggest problem is the city needs to be promoted for more business. Communication from the BID Ambassadors face to face. Information on new stores or stores which are closing. Footfall for city centre. Car park footfalls other stores promotions Could help with paving around the city centre Generally satisfied but need to sort out bins and antisocial behaviour i.e. Probation office persons Have spoken to an ambassador for us and reiterated several points on here. Lower Precinct is perhaps lacking a business committee rep. But as said security and events need to be a focus in bringing us out of footfall low. From whichever way you come into this city it must appeal, regeneration so far is doing that in some areas but need the interim period to cover the cracks sell the best the city has to offer and secure businesses by joining together not dividing into 4 parts of the city centre as happens now. More liaison, input to work together- BIDs can help achieve this by utilising individual needs, being more resourceful too not just focussed on crime. As a small retailer we get lost amongst big ones where this is their main concern. Footfall is everyone's I have been the manager of this store for over six months but have not heard from anyone until this survey came out to see how I feel about it. Not good really. I have chosen what I have because it means a presence in our store. I have only been here 3 months so I haven't filled out due to no info about BID. i really do not know what BID is currently doing Please advise with budget allocations I strongly oppose the Christmas market as it is. We have a very poor market located in wrong places, selling the wrong things I would like more information on what the BID do and how its done I would like the see the BID reorganised into sections e.g. New Union St with BID representatives Improve city as a brand - for shopping e.g. Christmas trading hours Improve Burges area - clean up Improve Smithford Way - empty units It would be nice to see the BID Ambassadors visiting shops more often. Instead of coming in to give us information. It would be really good for this area to benefit from some activities as Hertford street seems to get forgotten. The work done in Hertford St has improved things better It'd be good to have a more hands on approach as i vaguely remember 2 ambassadors coming into store last winter once but haven't really heard anything since. I do see them in West Orchards but never outside of there Lets make Coventry a fun and friendly place Looking forward to more events involving local retailers up at the newly pedestrianised area...we need more opportunities to unite with other businesses outside of our normal working areas Marc and the team have been very supportive and have certainly added value to the BID in the last year (or two) However, see my comment 3.5 Marketing minor improvements. Generally very good. More inclusion - seems certain retailers have more say and influence than others - need to be all branded equally Most of the contact with the Ambassadors is done with the store security who inform me of what's happening, as i have not been in this store for very long Not aware of BID scheme as new manager to the hotel Receive no services from BID as currently reside in an Arcade and pay ÂŁ100 weekly for a service charge. Do not appreciate having no choice on whether I want to be part of this scheme as it's extra charge for something I can't afford and do not benefit from. How are small individual businesses supposed to survive when we keep receiving more and more bills. Thank you, Marc, and the team for your hard work and efforts The BID Ambassadors are very friendly and approachable however services such as keeping the arcade safe and clean need improvement, in particular the smell of urine on a daily basis, the tramps in the car park and people smoking and drinking at the back of the premises.

The reason I fully support BID and feel it works so well is The Ambassadors influence. Not only do they provide fantastic support to us retailers in all aspects, it gives us a personal feel to BID. That reassures us its working in our interest/benefit and knows exactly whet we're facing on the High Street every day. We asked the BID ambassadors to give us more info on services that can help us as a business to build sales such as marketing/promos as that's what were struggling with at the moment, so he said he would bring more info.

Corporate Research

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