2017 Citizen Satisfaction Survey

Transcription

1 2017 Citizen Satisfaction Survey CITY OF BRAMPTON TOPLINE SUMMARY SEPTEMBER 14, 2017 CITY OF BRAMPTON 2017 CITIZEN SATISFACTION SURVEY REPORT

2 INTRODUCTION AND METHODOLOGY The City of Brampton commissioned Environics Research to conduct its biennial citizen satisfaction report. This study utilized an approach that allowed a broad cross-section of Brampton residents to participate in the survey, while at the same time ensuring that the sample is representative and reflects the known characteristics of the city s population. This survey employed two methodologies to reach a total sample of n=1,599 Brampton residents: An online, English-language representative survey of n=645 members of an online access panel. This survey was available from June 28-July 26, 2017; A survey of n=954 Brampton residents who voluntarily completed the survey using a web link on the City s website. This survey was available in five languages (English, French, Portuguese, Punjabi and Urdu). This survey was available from July 6-26, The final dataset was weighted by age, gender and ward to reflect the known characteristics of Brampton residents (based on StatsCan and City of Brampton population data). Because this is a online sample of convenience, no margin of error can be ascribed, and results may not be considered to be statistically significant. For the purposes of comparison, the margin of error on a nonprobability sample of n=1,599 is +/-2.45%, 19 times out of 20. Results in this report may not add to exactly 100% due to rounding. CITY OF BRAMPTON 2017 CITIZEN SATISFACTION SURVEY REPORT 2

3 PROFILE OF RESPONDENTS WEIGHTED PROFILE GENDER WARD Male 48% Female 51% 6 (11%) 2 (9%) 9 (11%) 10 (10%) Other <1% AGE DISTRIBUTION (10%) 4 (10%) 1 7 (10%) (11%) 3 (10%) 8 (9%) 32% 29% 24% 15% CHILDREN IN THE HOUSEHOLD Yes 32% No 68% COUNTRY OF BIRTH Canada 66% Other 33% IDENTITY GROUP Visible minority 29% Persons w/ a disability 8% Indigenous 2% LGBTQ* 5% CITY OF BRAMPTON 2017 CITIZEN SATISFACTION SURVEY REPORT 3

4 MOST IMPORTANT ISSUE Q1. What, in your opinion, is the single most important local problem facing Brampton today? Transportation issues* 32% Local political issues** Infrastructure/development*** Crime Housing Taxation Cost of living (electricity, insurance ) Diversity/multiculturalism Economy Health care/hospitals Education Environment Other (Nothing/unsure) 12% 11% 7% 6% 5% 4% 3% 3% 2% 1% 1% 11% 3% *Transportation includes traffic congestion/roads/drivers (24%), public transit (5%) and road conditions/maintenance (3%). **Local political issues includes the mayor/council (5%), poor government/infighting (4%), fiscal management (2%) and accountability/transparency (1%). ***Infrastructure/development includes over-population (5%), infrastructure (3%), over-construction/urban sprawl (2%), and growth management/development (2%). CITY OF BRAMPTON 2017 CITIZEN SATISFACTION SURVEY REPORT 4

5 MOST IMPORTANT ISSUE EXAMPLES OF VERBATIM RESPONSES Transportation (32%) Local Political Issues (12%) Traffic due to population growth and insufficient infrastructure. Too many cars on the road driving to fast. Disconnect between city council and local population. Lack of cooperation and transparency in city council. Too many administrative layers. Lack of public transit, not only within Brampton but in terms of links to the rest of the GTA. The way government is using our tax dollars. Development/ Infrastructure (11%) The explosive growth of new construction and the need to be able to keep up with the infrastructure needs for this growth. Rental units in private homes. Which leads to overcrowding and rundown neighbourhoods. Crime (7%) Crime. Especially violent crimes which include gun violence and home robberies. We don't have enough police for the size of the city and some just don't do anything when contacted.. Q1 What, in your opinion, is the single most important local problem facing Brampton today? CITY OF BRAMPTON 2017 CITIZEN SATISFACTION SURVEY REPORT 5

6 MOST APPEALING THINGS ABOUT BRAMPTON Q2. What, in your opinion, would you say are the most appealing things about Brampton? Top 15 Responses Parks/open spaces/trails Multicultural/diverse Location/close to amenities Rec facilities/programs Flower City/beautification Shopping malls/retail stores Entertainment/restaurants Close-knit/friendly Clean Transit system Access to highways/roads Affordable place to live Downtown Neighbourhood planning Arts/culture 19% 17% 12% 11% 9% 9% 7% 7% 6% 6% 6% 6% 5% 5% 45% CITY OF BRAMPTON 2017 CITIZEN SATISFACTION SURVEY REPORT 6

7 MOST APPEALING THINGS EXAMPLES OF VERBATIM RESPONSES Parks/open spaces Location/Proximity Diversity The multitude of parks and green space. Closeness to the airport and downtown TO. Multicultural city. The downtown core. Gage Park, the market, restaurants, free entertainment. Suburb of Toronto so close to the metropolis while still having the perks of a suburb. Diversity of the population makes it an interesting place to live. Beautification/Flower City Facilities/programs Affordability Appearance (Flower City branding is something I still hold onto). Access to family activities like Rec centres, rinks and parks. Housing cost in relation to other neighbouring municipalities. Shopping/retail/restaurants/events Downtown Brampton events. The city provides lots of family friendly activities. Plenty of Shopping variety. Q2 What, in your opinion, would you say are the most appealing things about Brampton? CITY OF BRAMPTON 2017 CITIZEN SATISFACTION SURVEY REPORT 7

8 QUALITY OF LIFE ASSESSMENT Q3. Overall, how would you rate the quality of life in Brampton today? 9% 55% 29% 7% Excellent Good Fair Poor CITY OF BRAMPTON 2017 CITIZEN SATISFACTION SURVEY REPORT 8

9 SATISFACTION WITH BRAMPTON AS PLACE TO LIVE Q4. And how satisfied or dissatisfied are you with the City of Brampton as a place to live? 16% 45% 15% 17% 8% Very satisfied Neither satisfied/dissatisfied Somewhat satisfied Somewhat dissatisfied Very dissatisfied *Top-2 includes those who are very or somewhat satisfied CITY OF BRAMPTON 2017 CITIZEN SATISFACTION SURVEY REPORT 9

10 DIRECTION OF THE CITY Q4B. Would you say that the City of Brampton is on the right track or the wrong track in addressing the issues facing your community? 45% 52% 3% Right track Wrong track dk/na CITY OF BRAMPTON 2017 CITIZEN SATISFACTION SURVEY REPORT 10

11 SATISFACTION WITH CITY SERVICES Q5. Please rate your overall satisfaction with the services delivered by the City of Brampton using the 5-point scale below: 8% 9% Very satisfied 16% Somewhat satisfied 42% Neither satisfied/dissatisfied 25% Somewhat dissatisfied Very dissatisfied CITY OF BRAMPTON 2017 CITIZEN SATISFACTION SURVEY REPORT 11

12 EVALUATION OF CITY SERVICES Q6. Please rate your satisfaction with the following services delivered by the City of Brampton using the 5-point scale below: 1. Parks, playgrounds and trails 78% 2. Emergency fire services 75% 3. Recreational and sports facilities 67% 4. Recreational programs 65% 5. Brampton Library 64% 6. Community events 57% 7. Emergency preparedness 51% 8. Arts and cultural programs 48% 9. Road maintenance 46% 10. Community design/development 40% 11. Bylaw enforcement 36% 12. Availability of affordable housing 22% Percentages above include those who are very/somewhat satisfied (4-5 on 5-point scale) CITY OF BRAMPTON 2017 CITIZEN SATISFACTION SURVEY REPORT 12

13 PUBLIC TRANSIT USAGE/SATISFACTION Q7. Do you use public transit? Q8. Please rate your satisfaction with Brampton Transit (including Züm) using the 5- point scale below. Usage of Public Transit 40% Yes 60% No Satisfaction with Brampton Transit/Züm (Base: Public transit users, n=622) 9% 15% 16% 23% 38% Very satisfied Somewhat satisfied Neither satisfied/dissatisfied Somewhat dissatisfied Very dissatisfied CITY OF BRAMPTON 2017 CITIZEN SATISFACTION SURVEY REPORT 13

14 SATISFACTION WITH ECONOMIC DEVELOPMENT 9. Please indicate how satisfied are you with the way the City of Brampton attracts and retains businesses and jobs in Brampton using the 5-point scale below: Very satisfied 21% 13% 5% 25% Somewhat satisfied Neither satisfied/dissatisfied 35% Somewhat dissatisfied Very dissatisfied CITY OF BRAMPTON 2017 CITIZEN SATISFACTION SURVEY REPORT 14

15 PERCEIVED VALUE FOR TAX DOLLARS Q10. Thinking about all the programs and services you receive from the City of Brampton/your municipality, would you say that, overall, you receive very good, fairly good, fairly poor or very poor value for your tax dollars? 58% 25% 7% 9% Very good Fairly good Fairly poor Very poor CITY OF BRAMPTON 2017 CITIZEN SATISFACTION SURVEY REPORT 15

16 TAX INCREASE PREFERENCES Q11. Local governments must balance the cost of delivering services with taxation. Which of the following options would you most prefer in Brampton? 57% 13% 28% Increase taxes to expand/improve services Increase taxes around the level of inflation (1-2%) to maintain services Maintain taxes and cut services CITY OF BRAMPTON 2017 CITIZEN SATISFACTION SURVEY REPORT 16

17 TAXES VS. USER FEES Q12. Which of the following statements is closer to your own opinion? 49% 50% Municipal services and programs should be paid for by everyone through property tax revenues Those who use municipal programs and services should pay for them through user fees CITY OF BRAMPTON 2017 CITIZEN SATISFACTION SURVEY REPORT 17

18 PERCEPTIONS OF HOW THE CITY SPENDS Q13. To what extent do you agree or disagree that the City of Brampton is efficient in its management of tax dollars? 3% 27% Strongly agree 33% Somewhat agree Somewhat disagree 35% Strongly disagree CITY OF BRAMPTON 2017 CITIZEN SATISFACTION SURVEY REPORT 18

19 CITY S ABILITY TO MANAGE SPENDING Q14. In the last two years, has the City of Brampton s ability to manage spending improved, stayed the same or worsened? 52% 31% 14% Improved Stayed the same Worsened CITY OF BRAMPTON 2017 CITIZEN SATISFACTION SURVEY REPORT 19

20 SERVICE INTERACTION Q15. Within the past 12 months, have you personally contacted the City of Brampton for information or for a service? Q16. Which of the following methods have you used in the past 12 months to contact the City? Accessed Services (All respondents) Yes No Method used to access service (Base: Those who contacted City, n=852) Telephone (including 311) 65% 48% 52% City website 37% 32% In person - at an event 19% In person - at City Hall 16% Social media 13% CITY OF BRAMPTON 2017 CITIZEN SATISFACTION SURVEY REPORT 20

21 SATISFACTION WITH SERVICES Q17. Thinking about your most recent interaction with the City, how satisfied are you with each of the following? (Base: Those who contacted the City, n=852) Very satisfied Somewhat satisfied Neither Somewhat dissatisfied Very dissatisfied The staff that provided the service 33% 31% 17% 8% 10% The overall quality/accuracy of the service delivery 27% 32% 14% 14% 12% The amount of time it took to get the service 26% 29% 14% 15% 16% CITY OF BRAMPTON 2017 CITIZEN SATISFACTION SURVEY REPORT 21

22 PERCEPTIONS OF SERVICES RECEIVED Q18. Still thinking about your most recent interaction with the City, please rate your level of agreement with the following statements about your experience: (Base: Those who contacted the City, n=852) Strongly agree Somewhat agree Neither Somewhat disagree Strongly disagree The staff person was courteous/helpful 42% 29% 14% 6% 7% The staff person was knowledgeable/competent 34% 32% 16% 8% 8% I was able to get what I needed in a single call/interaction 33% 24% 11% 15% 18% CITY OF BRAMPTON 2017 CITIZEN SATISFACTION SURVEY REPORT 22

23 WEBSITE USAGE Q20. Have you ever used the City of Brampton s website? Q21. For which of the following reasons have you ever used the City of Brampton website? Used City website (All respondents) Reasons for using City website (Base: Website users, n=1,390) 13% Program information 71% News about City events 60% Parking enforcement information 45% Job/career opportunities 37% 87% News about council decisions Information on building projects 24% 20% Yes No Paying bills Reading reports to council/agendas 18% 16% Other 13% CITY OF BRAMPTON 2017 CITIZEN SATISFACTION SURVEY REPORT 23

24 STRATEGIC PLAN PRIORITIES Q19. The City of Brampton s Strategic Plan focuses on 6 key priorities. To what extent do you think each of the following will have an impact on Brampton? Please indicate if you think this idea will have a major positive impact, a minor positive impact, no impact, a minor negative impact or a major negative impact: Developing better connections for regional transportation Growing health/life sciences sector 50% 58% 2% 28% 10% 1% 3% 31% 14% 2% Creating lively, vibrant and active urban spaces 46% 34% 13% 4% 2% Developing comprehensive vision for growth over 25+ years 47% 31% 14% 4% 3% Building a new university 50% 26% 13% 6% 5% Implementing flood protection measures downtown so more land can be used 26% 38% 24% 7% 4% Major positive impact Minor positive impact No impact Minor negative impact Major negative impact CITY OF BRAMPTON 2017 CITIZEN SATISFACTION SURVEY REPORT 24

25 FOR FURTHER INFORMATION O R QUESTIONS, CONTACT: Jodi Shanoff VICE PRESIDENT, CONSULTATION AND ENGAGEMENT Jodi. Shanoff@environics. ca Curtis Brown SENIOR RESEARCH ASSOCIATE, CORPORATE & PUBLIC AFFAIRS Curtis. Brown@environics. ca Nicole Pageot RESEARCH ASSOCIATE, CORPORATE & PUBLIC AFFAIRS Nicole. Pageot@environics. ca CITY OF BRAMPTON 2017 CITIZEN SATISFACTION SURVEY REPORT 25