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2022-05-03 CC Agenda Packet - PRESENTATION - ITEM D18 - Resident and Business Survey ResultsCITY OF ELSEGUNDO Resident and Business Survey Results Satisfaction with City Services May 3, 2022 Purpose and Objectives • Determine overall satisfaction with City services • Assess resident loyalty based on the Net Promoter Score • Assess customer satisfaction with multiple attributes • Measure City's image and general reputation • Utilize feedback to improve City services ELSEGUNDO 5/4/2022 City of El Segundo 1 350 Main St. El Segundo, CA 90245 2 Distribution and Response Rates Overall • 6,747 surveys sent to residents and businesses • 1,545 completed responses • Response rate of 22.8%, a 93% increase over 2020 (11.8% 803/6,802) Resident Survey • 3,589 surveys were sent to residents (email and paper) • 902 were completed • Response rate of 25.1 %, a 55% increase over 2020 (16.2%, 521 /3,216) Business Survey • 3,158 web surveys were sent out to businesses • 643 completed responses • Response rate of 20.4%, a 158% increase over 2020 (7.9%, 282/3,586) EL.SEGUNDO 5/4/2022 City of El Segundo 1 350 Main St. El Segundo, CA 90245 3 Net Promoter Score • Net Promoter Score (NPS) is a tool used to measure customer loyalty and the predictive indicators for customer defection. • Companies with higher NPS scores are generally more profitable than their competition. 5/4/2022 City of El Segundo 1 350 Main St. El Segundo, CA 90245 4 [A.";t.(.t %[)(I Resident Net Promoter Score • 62% Promoters - 11 % Detractors = NPS of 51 • Same as the 2020 score. 5/4/2022 City of El Segundo 1 350 Main St. El Segundo, CA 90245 5 Resident NPS Five -Year Comparison 60 59 58 56 57 Yearly NIPS 54 52 52 51 51 50 Cf: 46 2017 2018 2019 2020 2022 Yearly NPS 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Resident NPS Five -Year Comparison 19% 21% 20% 25% 1` "v 1 2017 2018 2019 2020 u Detractors Passives Promoters 27% i 2022 Resident Detractor Concerns The primary concerns among detractors (those giving scores of 6 or less): • Issues related loss of small-town environment (rapid growth) • Housing and cost of living increases Utility (water bills) and trash collection cost • Conditions of roads and facilities • Parking issues ii SEGutino 5/4/2022 City of El Segundo 1 350 Main St. El Segundo, CA 90245 8 Resident Concerns What should the City improve upon in order to earn a higher score? (287 total responses) • Homelessness is becoming an issue on streets and parks. • I think the city is looking at profit over residents' concerns and welfare. • The City needs more affordable housing. • I'm retired and disgusted at the sewage bill. • Airport noise, street and parks need work, and the water cost are too high. • Regulate airport noise and hold Hyperion accountable for the accident. • Stop approving large density projects that will change the vibe of this small town! 5/4/2022 City of El Segundo 1 350 Main St. El Segundo, CA 90245 9 Resident Positive Comments What has the City of El Segundo done to earn your loyalty? (443 total responses) • As a young family we love the family atmosphere of the city. • City is very welcoming; great schools and facilities. • Business friendly, good recreation, community events, excellent Police and Fire departments. • Cleanliness, good schools, family focused, embrace diversity, beach adjacent, nice businesses. • El Segundo is a safe place for families - keeping the city clean, crime rates low, plenty of family friendly activities, great school district. • It has a wonderful small-town feel. 5/4/2022 City of El Segundo 1 350 Main St. El Segundo, CA 90245 10 Resident Attribute Rankings Residents were asked to rate, on a five -point scale, how satisfied they were with City on the following attributes: • Maintenance and upkeep of Recreation and Park facilities • Quality of Recreation and Parks programs offered • Resources and services provided by the Public Library • Responsiveness, knowledge and competency of fire & paramedic services • Availability and responsiveness of Police Department services • Condition of City infrastructure: streets, sidewalks and public facilities • Water and Sewer billing department customer service • Responsiveness and overall vision of City Council ELSEGUNDQ 5/4/2022 City of El Segundo 1 350 Main St. El Segundo, CA 90245 11 Attribute Ranking Scale Attribute Rankings Measurement Scale: 5 = very satisfied, 4 = satisfied, 3 = neutral, 2 = dissatisfied, 1 = very dissatisfied Likert scale methodology was utilized to analyze the results: A mean score of 4.2 or greater = "very satisfied" A mean score of 3.41-4.2 = "satisfied" A mean score of 2.61-3.4 = "neutral" A mean score of 1.81-2.6 = "dissatisfied" A mean score under 1.8 = "very dissatisfied" ELSEGUNDO 5/4/2022 City of El Segundo 1 350 Main St. El Segundo, CA 90245 12 -r�rr_rsie�im:mra �nam:rr�Tr. Very Satisfied Satisfied Responsiveness, knowledge and competency of fire and paramedic services I 878 Availability and responsiveness of Police Department services M16 4,3111 5 j 874 Maintenance and upkeep of recreation and park facilities 4.25 4 879 Resources and services provided by the Public Library 4.14 4 876 Quality of Recreation and Parks programs offered 4.10 4 875 Condition of City Infrastructure: streets, sidewalks and public facilities 3.85 4 879 Water and sewer billing department customer service 3.75 4 876 Responsiveness and overall vision of City Council 3.56 4 872 Resident Attribute Five -Year Comparison 2017 2018 2019 2020 2022 Maintenance and upkeep of Recreation and Park facilities Quality of Recreation and Parks programs offered Resources and services provided by the Public Library Responsiveness, knowledge and competency of Fire & Paramedic services Availability and responsiveness of Police Department services Condition of City infrastructure: streets, sidewalks and public facilities Water and Sewer Billing Department customer service � Responsiveness and overall vision of City Council �� •: • SLSBCUNDO 5/4/2022 City of El Segundo 1 350 Main St. El Segundo, CA 90245 14 Resident Attribute Conclusions Scores below 4.2 represent opportunities for improvement; however, are still in the "satisfied" range: • Resources and services provided by the Public Library (4.14) • Quality of Recreation and Parks programs offered (4.10) • Condition of City infrastructure: streets, sidewalks and public facilities (3.85) • Water and Sewer billing department customer service (3.75) • Responsiveness and overall vision of City Council (3.56) The following areas are viewed as strengths (above 4.2) in the "very satisfied range: • Responsiveness, knowledge and competency of fire & paramedic services (4.48) • Availability and responsiveness of Police Department services (4.36) • Maintenance and upkeep of recreation and park facilities (4.25) 5/4/2022 City of El Segundo 1 350 Main St. El Segundo, CA 90245 15 E I. SEOC\DO City Improvement (Residents) • Residents were asked to rate, on a five -point scale, how the City has improved over the last year. • Based on the Likert scale methodology, the City's mean score of 3.34 neutral "no improvement — about the same" range. h (-,1; u 5/4/2022 City of El Segundo 1 350 Main St. El Segundo, CA 90245 16 City Improvement (Resident) Significant Decline i�; 39 Slight Decline 85 No Improvement - About the Same Some Improvement Significant Improvement 66 858 Responses 343 - 325 - - -- ---- — W. 0 100 200 300 resident GomDarisc ' 355 w � 557 593 521 902 • ' ' ' • 59 57 52 51 51 • Improve public works To expensive/high Too expensive Lost "small-town" Lost "small-town" ■ and infrastructure taxes concept concept • Responsiveness, Responsiveness, Responsiveness, Responsiveness, Responsiveness, • - knowledge and knowledge and knowledge and knowledge and knowledge and competency of Fire and competency of Fire competency of Fire and competency of Fire and competency of Fire and Paramedic services and Paramedic Paramedic services Paramedic services Paramedic services (4.59) services (4.54) (4.60) (4.48) (4.48) • Responsiveness and Responsiveness and Responsiveness and Responsiveness and Responsiveness and • - overall vision of City overall vision of City overall vision of City overall vision of City overall vision of City Council (3.29) Council (3.55) Council (3.00) Council (3.68) Council (3.56) Business Net Promoter Score • 67% Promoters — 12% Detractors = NPS of 55 • 8 points higher than 2020 (47) • This falls in the "great" range of 30-70 5/4/2022 City of El Segundo 1 350 Main St. El Segundo, CA 90245 19 Business NPS Five -Year Comparison 80 F- 70 60 54 50 47 47 40 - 30 20 10 0 2017 2018 2019 2020 2022 Business NPS Five -Year Comparison 100% 90% 80% i ffii 70% y 60% 50% 40% 24% 30% 20% - 10%s �- 0% 2017 23% 2018 F- Detractors 20% 2019 Passives Promoters 21% 2020 21% 2022 Business Detractor Concerns The primary concerns among detractors (those giving scores of 6 or less) were: • Issues related to supporting small businesses • Utility (water billing) and trash collection cost • Parking issues 5/4/2022 City of El Segundo 1 350 Main St. El Segundo, CA 90245 22 E SEGUNDO Business Concerns What should the City improve upon in order to earn a higher score? (99 total responses) • Recognize small business too! • Recognize the need for parking. More people have more cars. The city should brainstorm and find solutions not just put it off. • Garbage fees for a 6 plex are excessive and unfair. • Everything is getting too expensive. Only major chains can survive at these prices. Local businesses need help financially or the city will become like every other trendy enclave. • The parking and enforcement of parking. 20 minute parking for clients that is filled with workers from other businesses make clients unhappy. • It is nice to have a certain amount of growth, but it cannot be at the expense of what has made this town such an oasis of community and neighborhood 5/4/2022 City of El Segundo 1 350 Main St. El Segundo, CA 90245 23 Business Positive Comments What has the City of El Segundo done to earn your loyalty? (267 total responses) • Anytime we have an issue they are prompt to take care of it. I am able to get my issue resolved. It's been such a pleasure to have our business here in El Segundo • A great place to run a successful business. City hall was incredibly helpful with our planning. They always went out of their way to help us through the process. • El Segundo is a business -friendly community with excellent public services. Its streets are clean, the environment is safe for our employees, and in all it is a pretty place to locate. • Great community, high standard safety and security and good city services. 5/4/2022 City of El Segundo 1 350 Main St. El Segundo, CA 90245 24 Business Attribute Rankings Customers were asked to rate, on a five -point scale, how satisfied they were with the City of El Segundo on the following attributes: • Responsiveness, knowledge and competency of working with the Development Services Department for plan checks, permits, or inspection services • City zoning policies • Business development and attraction policies • Availability and responsiveness of Police Department services • Responsiveness, knowledge and competency of Fire Department & Field Inspection services • Business license renewal process E SEGU\DO 5/4/2022 City of El Segundo 1 350 Main St. El Segundo, CA 90245 25 i Very Satisfied Satisfied I' M Business license renewal process Availability and responsiveness of Police Department services Responsiveness, knowledge and competency of Fire Department and Field Inspection services Business development and attraction policies Responsiveness, knowledge and competency of Development Services Department City zoning policies • i •O M-*',I-�.A J��l 4.39 5.00 495 4.21 5.00 497 4.18 4.00 497 3.90 4.00 497 3.81 4.00 497 3.71 4.00 497 Business Attribute Yearly Comparison ELSBOUNDO 5/4/2022 City of El Segundo 1 350 Main St. El Segundo, CA 90245 27 Business Attribute Conclusions Scores below 4.2 represent opportunities for improvement; however, are still in the "satisfied" range. • City Zoning Policies (3.71) • Responsiveness, knowledge and competency of working with the Development Services Department for plan checks, permits or inspection services (3.81) • Business Development and attraction polices (3.90) • Responsiveness, knowledge and competency of Fire Department & Field Inspection services (4.18) The following areas are viewed as strengths (above 4.2) in the "very satisfied" range: • Availability and Responsiveness of Police Department (4.21) • Business License Renewal Process (4.39) ELSEGUNDO 5/4/2022 City of El Segundo 1 350 Main St. El Segundo, CA 90245 28 City Improvement • Customers were asked to rate, on a five -point scale, how the City has improved over the last year. • Based on the Likert scale methodology, the City's mean score of 3.54 shows that residents feel that the City has had some improvement over the past year. 5/4/2022 City of El Segundo 1 350 Main St. El Segundo, CA 90245 29 1 1 .I (.1 \ 1)() City Improvement (Business) 447 Responses Significant Decline 1 11 Slight Decline 32 No Improvement About the Sarne 171 Some Improvement 171 Significant Improvement fit I 0 50 100 150 1 1 1 1 1 1 - 202 325 352 282 643 ' 32 47 54 47 55 More Business Staff Responsiveness Staff Responsiveness Support Small Business Support Small Business • Friendly Not Business Friendly • Availability & Responsiveness, Business License renewal Business License Business License • - Responsiveness of knowledge and process (4.35) renewal process renewal process Police Dept (4.24) competency of fire dept (4.31) (4.39) & field inspection services (4.24) • City Zoning Policies City Zoning Policies Responsiveness, City Zoning Policies City Zoning Policies • (3.49) (3.52) Knowledge and (3.64) (3.71) Competency of working with Planning and Building Safety Dept (3.64) Conclusions • Highest engagement rate over previous years' surveys • Business NPS increased significantly, with this year's being the highest score to date • Resident NPS remained the same, it marks the first year where the score did not decrease • City zoning polices and the responsiveness and overall vision of City Council continue to be lower scoring attributes. • The business license renewal process and the responsiveness, knowledge and competency of Fire and Paramedic services remained the highest scoring attributes for businesses and residents, respectively. • Supporting local small businesses and preserving the "small-town" feel of the City continue to be driving concerns for business and resident detractors, respectively. • Overall, businesses felt that the City had some improvement over the last year, while residents were neutral and ranked the City as "no improvement — about the same." 5/4/2022 City of El Segundo 1 350 Main St. El Segundo, CA 90245 32 ELjEGUYDO CITY OF ELSE GUNDO Questions?