Town of Newmarket Community Satisfaction Survey Conducted: June 14 to July 14 2010 - PowerPoint PPT Presentation

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Town of Newmarket Community Satisfaction Survey Conducted: June 14 to July 14 2010 PowerPoint Presentation
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Town of Newmarket Community Satisfaction Survey Conducted: June 14 to July 14 2010

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Town of Newmarket Community Satisfaction Survey Conducted: June 14 to July 14 2010

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  1. Town of NewmarketCommunity Satisfaction SurveyConducted: June 14 to July 14 2010 For additional information contact: Bonnie G. Munslow, Manager, Customer Services bmunslow@newmarket.ca

  2. Project Summary 2 • The 2010 Community Satisfaction Survey was conducted from June 14 to July 14 • Residents were very receptive to the survey and welcomed the opportunity to provide their opinions • Overall, the survey responses indicate that: • Respondents are very satisfied with the Town as a place to live, and with the municipal services that are provided • Town staff continue to deliver excellent customer service to the residents with high scores in many categories

  3. Survey Methodology 3 • A total of 871 surveys was completed with representation of the population by age, gender and resident location • Survey break-downs: • 831 telephone • 4 mail-back • 36 online • Overall margin of error = +/- 3.3% 19 times out of 20

  4. Objectives 4 • Evaluate the satisfaction level of current Town services, and determine service priorities • Determine customer service level expectations and improvement opportunities • Identify ways to understand and improve service levels for those that are rated low (neutral or dissatisfied) • Focus future budgets on priority areas identified by the public, or those areas identified as needing improvement • Evaluate and compare the results with others surveys, such as: • 2005 and 2002Community Satisfaction Survey • Benchmark with other levels of government

  5. Satisfaction level: Newmarket as a place to live 5 Nearly 96% of the respondents are satisfied with the Town of Newmarket as a place to live

  6. Satisfaction level:Local government 6 71.5% of respondents are satisfied with the local government

  7. Top five most important issues for residents 7 The five most important issues identified in the 2010 survey – which are consistent with those sited in the 2002 and 2005 survey results – are the following: • Traffic (33%) • Cost of living/taxes/user fees (28%) • Growth (20%) • Improve road system (17%) • Quality and quantity of municipal services (13%)

  8. Top five services areas 8 Top five Town services that received the highest satisfaction level (satisfactory or very satisfactory) by respondents include: Fire and emergency services (92% ) Yard waste collection (81%) Interaction with Customer Service Centre (81%) Garbage/recycling collection (80%) Community special events (77%)

  9. Important services, Areas for improvement 9 Services which rated more important than average, with a below average satisfaction rating include: • Winter road maintenance (snow clearing) • Traffic control and safety measures • Snow plowing of sidewalks • Public consultation on municipal processes • Grass cutting / boulevard maintenance • Bylaw enforcement

  10. Willingness to pay for improvements in service 10 As a follow-up question to the previous slide, respondents were asked if they would be willing to pay to improve services in a form of user fee or tax. Most respondents said “no” or had “no response.”

  11. Overall satisfaction with Town services 11 Nearly 78% of respondents are satisfied or very satisfied with the services received from the Town:

  12. Next Steps 12 • Analyze survey results and identify trends • Form Customer Service Strategy working group to analyze results & enhance service delivery • Review services with significant gaps, create action plans and report back to Council as appropriate • Communicate results with staff and residents