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2024-04-16 CC Agenda Packet - ITEM D19 - Resident and Business Survey ResultsCITY OF ELSEGUNDO Resident and Business Survey Results Satisfaction with City Services April 16, 2024 Purpose Align with the City's Strategic Goal to: 1. Enhance Customer Service, Diversity, Equity, Inclusion, and Communication Use the feedback from this survey to inform strategic planning decisions in advance of the annual strategic planning session. ELS£GUDI 4/15/2024 City of El Segundo 1 350 Main St. El Segundo, CA90245 2 Objectives 1. Determine overall satisfaction with City services 2. Assess customer (residents and businesses) loyalty based on the Net Promoter Score 3. Assess customer satisfaction with multiple attributes 4. Utilize feedback to improve City services ELSEGUYi 4/15/2024 City of El Segundo 1 350 Main St. El Segundo, CA90245 3 Distribution and Response Rates Overall • 7,792 surveys sent to residents and businesses • 1,402 completed responses = response rate of 2023) Resident Survey 17.9% (3.9% increase from • 3,462 surveys were sent to residents (email and mail) • 861 completed responses = response rate of 24.8% (4.3% increase from 2023) Business Survey • 4,330 surveys were sent out to businesses (via email) • 541 completed responses = response rate of 12% (3% increase from 2023) ELSEGUY 4/15/2024 City of El Segundo 1 350 Main St. El Segundo, CA90245 4 Net Promoter Score • The Net Promoter Score is calculated by subtracting the percentage of detractors from the percentage of promoters. • Promoters = score of 9 or 10 • Passives = score of 7 or 8 • Detractors = score of 6 or below 4/ 15/2024 City of El Segundo 1 350 Main St. El Segundo, CA90245 5 EL",ECCV Resident Net Promoter Score • 60% Promoters - 14% Detractors = NPS of 46 • Decrease of 3 from 2023 (49). • This falls in the "great" range of 30-70 4/ 15/2024 City of El Segundo 1 350 Main St. El Segundo, CA 90245 70 60 50 40 30 20 10 0 Resident N PS Seven -Year Comparison Yearly N PS ,_59 57 52 51 51 2017 2018 2019 2020 2022 -Yearly NPS 49 46 2023 2024 100% 90% 80% 70% 7U )„ 60% 50% 40% 30% 20% 19% 10% 0% 2017 Resident NPS Seven -Year Comparison 21% 20% 25% 27% 27% 2018 2019 2020 2022 2023 Detractors Passives Promoters 26% 1 T', 2024 Resident Detractor Concerns The primary concerns among detractors (those giving scores of 6 or less): • Issues related to odor/air quality (overwhelmingly Hyperion, some mention of Chevron and LAX) • Police presence (e-bike and traffic enforcement, crime prevention, reducing homelessness) Issues related to the loss of the city's "small town" environment (rapid growth) Housing and cost of living increases • Parking issues ELSECUN 4/15/2024 City of El Segundo 1 350 Main St. El Segundo, CA90245 9 Resident Positive Comments • Excellent schools, good services for seniors, vibrant Main Street businesses, plus well located to beach and major roads. • First class police, fire and schools. Outstanding and involved City Council. Low taxes. Great customer service from the City's employees! • Outstanding police and fire keep our city safe. Good schools. Great community activities (Rec Dept) and support. City maintenance keeps streets, parks and community clean. • Love the small town feel without being too far from large city convenience. • Great services, law enforcement, schools, Rec Park activities, Library..... really listens to the residents. LOVE this City! 4/15/2024 City of El Segundo 1 350 Main St. El Segundo, CA90245 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 ELSEGUYi 4/15/2024 City of El Segundo 1 350 Main St. El Segundo, CA90245 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" ELSEGUN 4/15/2024 City of El Segundo 1 350 Main St. El Segundo, CA90245 12 Resident Attribute Rankings Seven -Year Comparison Responsiveness, knowledge and competency of Fire & Paramedic services Availability and responsiveness of Police Department services Maintenance and upkeep of Recreation and Park faciliti Resources and services provided by the Public Library Quality of Recreation and Parks programs offered Condition of City infrastructure: streets, sidewalks and p facilities Water and Sewer Billing Department customer service Responsiveness and overall vision of City Council ELsF.GU 4/15/2024 City of El Segundo 1 350 Main St. El Segundo, CA 90245 13 City Improvement (Residents) 13% 46% 31% Slight Decline No Improvement - About the Same Some Improvement • 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 3.20 neutral "no improvement— about the same" range. 4/15/2024 City of El Segundo 1 350 Main St. El Segundo, CA90245 14 ELSEGUN Business Net Promoter Score • 65% Promoters — 13% Detractors = NPS of 52 • Decrease of 3 from 2023 (55). • This falls in the "great" range of 30-70 4/ 15/2024 City of El Segundo 1 350 Main St. El Segundo, CA90245 15 LI:�LGU\I Business NPS Seven -Year Comparison Ft 60 54 55 55 50 47 47 52 40 32;� 30 r 20 10 0 2017 2018 2019 2020 2022 2023 2024 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% 24% 2017 Business NPS Seven -Year Comparison 23% PR 2018 20% 2019 Detractors 21% 21% 2020 2022 Passives Promoters 21% 2023 21% 2024 Business Detractor Concerns The primary concerns among detractors (those giving scores of 6 or less) were: • Business license fee increase and loss of business tax credit • Police presence (concerns about crime and homelessness in the area) • Issues related to supporting small businesses • Issues with the permitting process ELSECUN 4/15/2024 City of El Segundo 1 350 Main St. El Segundo, CA90245 18 Business Positive Comments • Business friendly, responsive to the needs of its business owners. It is the best City to live and work, good restaurants, excellent neighborhood! • Easy to work with and they make it feel like the City wants us to succeed. • As a business license holder, that office consistently answers calls with a live person who is amiable and knowledgeable. Always a very pleasant and productive experience! Thank you so much. • The city hall people were so helpful from the planning department down to the fire station. • City services are very accessible. The city is small enough that it is easy to navigate through any help that you need. El Segundo is clean, safe and welcoming. Location is excellent. 4/15/2024 City of El Segundo 1 350 Main St. El Segundo, CA90245 19 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 Community Development 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 4/15/2024 City of El Segundo 1 350 Main St. El Segundo, CA90245 20 E SEGUNi Business Attribute Rankings Seven -Year Comparison Business license renewal process Responsiveness, knowledge and competency Department & Field Inspection services Availability and responsiveness of Police Departr services Responsiveness, knowledge and competency of with the Community Development Department Business development and attraction policies City zoning policies 4/ 15/2024 City of El Segundo 1 350 Main St. El Segundo, CA90245 21 City Improvement 44% No Improvement About the Same 35% Some 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 3.56 shows that businesses feel that the City has made some improvement over the past year. 4/ 15/2024 City of El Segundo 1 350 Main St. El Segundo, CA90245 22 EW-,EGUNi Conclusions • Both the resident and business NPS decreased by 3 points. • 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, the new business license tax fees, and public safety are concerns for the business community. • Air quality/odor, overwhelmingly Hyperion, and public safety are driving concerns for residents. • 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." ELSEGUNi 4/15/2024 City of El Segundo 1 350 Main St. El Segundo, CA90245 23 CITY OF ELSEGUNDO Questions?