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2025-05-06 CC Agenda Packet - ITEM D15 - 2025 Resident and Business Survey Results - UpdatedCITY OF ELSEGUNDO Resident and Business Survey Results Satisfaction with City Services May 6, 2025 PURPOSE • Align with the City's Strategic Plan - Goal 3: Deliver Solution -Oriented Customer Service, Communication, Diversity, Equity, and Inclusion • Use the feedback from this survey to inform strategic planning decisions in advance of the annual strategic planning session. E5ecuNno 5/6/2025 City of El Segundo 1 350 Main St. El Segundo, CA 90245 2 OBJECTIVES • Determine overall satisfaction with City services • Assess customer (residents and businesses) loyalty based on the Net Promoter Score • Assess customer satisfaction with multiple attributes • Utilize feedback to improve City services ELSECUNDO 5/6/2025 City of El Segundo 1 350 Main St. El Segundo, CA 90245 3 DISTRIBUTION AND RESPONSE RATES Overall • 6,431 surveys sent to residents and businesses • 1,277 completed responses = response rate of 19.9% (2% increase from 2024) Resident Survey • 3,456 surveys were sent to residents (email and mail) • 873 completed responses = response rate of 25.3% (0.5% increase from 2024) Business Survey • 2,975 surveys were sent out to businesses (via email) • 404 completed responses = response rate of 13.6% (0.4% increase from 2024) ELSECUYDO 5/6/2025 City of El Segundo 1 350 Main St. El Segundo, CA 90245 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 5/6/2025 City of El Segundo 1 350 Main St. El Segundo, CA 90245 5 EI-S4: GUN DO RESIDENT NET PROMOTER SCORE • 60% Promoters • 14% Detractors • NPS of 46 • No change from 2024 (46). • This falls in the "great" range of 30-70 F:1•.1EC. U N UO 5/6/2025 City of El Segundo 1 350 Main St. El Segundo, CA 90245 6 70 60 50 40 30 20 10 0 Resident NPS Eight -Year Comparison Yearly NPS 59 57 • 52 51 51 • 49 46 46 2017 2018 2019 2020 2022 2023 2024 2025 —Yearly NPS 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% 19% 2017 Resident NPS Eight -Year Comparison 21% 20% 25% 27% 27% i 2018 2019 2020 2022 2023 Detractors Passives , Promoters 26% 14"/0 2024 26% 14'%, 2025 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 noise) • High cost of living • Better outreach for seniors (not social media) • Parking 5/6/2025 City of El Segundo 1 350 Main St. El Segundo, CA 90245 9 EESeauxoo RESIDENT POSITIVE COMMENTS • The environment in ES is on the best in the states and its citizens as well, our City government always listens to its people. • It is a safe community with outstanding parks and rec options. The friendliness of the people and business owners is amazing. I think the City is well -maintained with road repairs, three trimming and infrastructures. • Small town atmosphere; superb neighbors; safe neighborhood, effective police; love the art murals and the new entrance sign at night. • Great community. Quick police response and EMS. Clean. Great schools. Great local businesses. • 1 feel very safe here. It's a totally walkable city. 5/6/2025 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 ELSEGUNDO 5/6/2025 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" ELSECUNDO 5/6/2025 City of El Segundo 1 350 Main St. El Segundo, CA 90245 12 RESIDENT ATTRIBUTE RANKINGS (Eight -Year Comparison) Responsiveness, knowledge and competency of Fi & Paramedic services Availability and responsiveness of Police Departme services Maintenance and upkeep of Recreation and Park facilities Resources and services provided by the Public Library Quality of Recreation and Parks programs offered Condition of City infrastructure: streets, sidewalks and public facilities Water and Sewer Billing Department customer service Responsiveness and overall vision of City Council 5/6/2025 City of El Segundo 1 350 Main St. El Segundo, CA 90245 13 NDO CITY IMPROVEMENT -RESIDENTS No Improvement - About the Same [46%] Some Improvement [35%1 • 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 3.31 neutral "no improvement — about the same" range. 5/6/2025 City of El Segundo 1 350 Main St. El Segundo, CA 90245 14 FL.'jF. GUN DO BUSINESS NET PROMOTER SCORE • 66% Promoters • 11 % Detractors • NPS of 54 Increase of 2 from 2024 (52). • This falls in the "great" range of 30-70 5/6/2025 City of El Segundo 1 350 Main St. El Segundo, CA 90245 15 80 � 70 60 50 40 32 30 20 10 0 Business NPS Eight -Year Comparison 47 54 47 . 2017 2018 2019 2020 55 . 2022 55 . 2023 52 . 2024 54 . 2025 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% 24% 2017 Business NPS Eight=Year Comparison 23% 20% 21% 21% bd 2018 2019 2020 2022 Detractors Passives Promoters 21% 2023 21% 2024 22% IZ'„ 2025 BUSINESS DETRACTOR CONCERNS The primary concerns among detractors (those giving scores of 6 or less) were: • Communication with property owners that do not live in El Segundo • Maintenance of public grounds and infrastructure within the vicinity of businesses • Support for struggling businesses (late fees) • Insurance requirements (commercial auto insurance for teachers) • Police presence (concerns about crime and homelessness in the area) • Parking ELSECU\DO 5/6/2025 City of El Segundo 1 350 Main St. El Segundo, CA 90245 18 BUSINESS POSITIVE COMMENTS • Really fast response on phone and in the field for police calls. • Great business climate, customer service and website! • Just a great city with great atmosphere, great families, great people. • The City has dedicated employees that know their business! It has been very important to us as property owners. • Good business environment, easy permitting for construction, great public services, and a safe city with engaged police. • Good city that promotes diversified business. • I love El Segundo, love living here and operating my business here because it's safe, walkable and has great restaurants and coffee places. Clients want to come here for meetings. • El Segundo has proven to be a safe community to do business in. It offers a clean, vibrant downtown that is family friendly which is important to my clientele. The families that frequent my business also enjoy the excellent public library, especially the children's section. 5/6/2025 City of El Segundo 1 350 Main St. El Segundo, CA 90245 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 ELSECUNDO 5/6/2025 City of El Segundo 1 350 Main St. El Segundo, CA 90245 20 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" ELSEGUhD0 5/6/2025 City of El Segundo 1 350 Main St. El Segundo, CA 90245 21 BUSINESS ATTRIBUTE RANKINGS (Eight -Year Comparison) 7 Business license renewal process Responsiveness, knowledge and competency of Fire Department & Fielc Inspection services Availability and responsiveness of Police Department services Responsiveness, knowledge and competency of working with the Commur Development Department Business development and attraction policies City zoning policies 5/6/2025 City of El Segundo 1 350 Main St. El Segundo, CA 90245 22 I I.;,I (.1 .U(I CITY IMPROVEMENT - BUSINESSES No Improvement About the Same [431.] 1 Some Improvement (44 I ] • 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 3.53 shows that businesses feel that the City has made some improvement over the past year. F. 11j t. GC N 1)(1 5/6/2025 City of El Segundo 1 350 Main St. El Segundo, CA 90245 23 Conclusions • Resident NPS stayed the same, while business NPS increased by 2 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. • Improve parking; business license taxes, fees, and water costs too high; and public safety are concerns for the business community. • Air quality/odor, noise, and parking are 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." 5/6/2025 City of El Segundo 1 350 Main St. El Segundo, CA 90245 24 CITY OF ELSEGUND4 Questions?