CITY OF VIRGINIA BEACH City Services Satisfaction Survey ......Ch. 1 - Pg. 5 Exe cutive Summary...

Continental Research ! 4500 Colley Avenue ! Norfolk, VA 23508

CITY OF VIRGINIA BEACH

City Services Satisfaction SurveyFinal Report

December 2013

Prepared by:

Jeannine Perry, Sr. Project ManagerContinental Research Associates, Inc.

757.489.4887


Table of Contents

Chapter One: Executive Summary

Executive Summary. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-13Executive Summary: Tracking Data Chart: Overall Satisfaction With City Services. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 Chart: Overall Satisfaction With the Appearance of the City. . . . . . . . . . . . . . . . . . . . . . . . . 14 Chart: Percent Who Say “Virginia Beach is a Good Place to Live”. . . . . . . . . . . . . . . . . . . . 15 Chart: Percent Who Say “Virginia Beach is a Safe Place to Live”. . . . . . . . . . . . . . . . . . . . . 15 Chart: Percent Who Say “My Neighborhood is a Safe Place to Live”. . . . . . . . . . . . . . . . . . 16 Chart: Percent Who Say “I Can Conveniently Access City Services”. . . . . . . . . . . . . . . . . . 16

Chapter Two: Procedural Information

Methodology.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17-19Margin of Error. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20About Making Comparisons.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Chapter Three: Survey Results

Satisfaction Ratings of City Services/Attributes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22-37Summary Table: Percent Satisfied . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38-39Summary Table: Average Satisfaction Ratings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40-42Use of Selected City Services. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43-44Summary Table: Percent Who Said They Used Selected City Services. . . . . . . . . . . . . . . . . 45Percent Satisfied With Some City Services (User vs. Non-User). . . . . . . . . . . . . . . . . . . . . . . . 46Average Satisfaction Scores for Some City Services (2013 User vs. Non-User Ratings). . . . . . . 47Preferred Way to Receive Info. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48Agreement With Statements About Virginia Beach.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49-53Summary Table: Percent Who Agreed With Each Statement About Virginia Beach. . . . . . . 54Summary Table: Average Agreement Scores for Statements About Virginia Beach. . . . . . . 55Most Important Thing City Should do to Make Virginia Beach a Better Place to Live (2013 Responses Only). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56-57What Virginia Beach Should be Known for in 2040 (From 2013 Survey Only).. . . . . . . . . . . . . . 58

Chapter Four: Demographics

Zip Code/Own vs. Rent Home/Number of Years Lived in Virginia Beach. . . . . . . . . . . . . . . . 59Children Under Age 18 in Household/Registered to Vote/Age/Ethnic Origin. . . . . . . . . . . . . . 60Educational Attainment/Yearly Household Income/Gender. . . . . . . . . . . . . . . . . . . . . . . . . . . 61

Appendices

Zip Code Maps: Percent Satisfied With City Services Overall. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62 Percent Satisfied With Appearance of My Neighborhood. . . . . . . . . . . . . . . . . . . . . . . . . . . 63 Percent Satisfied With Condition of Streets in My Neighborhood. . . . . . . . . . . . . . . . . . . . . 64Misc. Reasons for Dissatisfaction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65-70Complete Comments for: “Envisioning the Year 2040”.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71-832013 Questionnaire Form. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84-88


Chapter One: Executive Summary


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Executive Summary

~ ~ Overview ~ ~

This 2013 Virginia Beach City Services Satisfaction Study was conducted by Continental ResearchAssociates, Inc., a full-service marketing research company in Hampton Roads. This research wasdesigned to measure residents’ opinions about City services, characteristics, and importantcommunity issues. Now conducted on a bi-annual basis, resident satisfaction surveys have beenperformed periodically since 1993. The 2013 project was coordinated by Mr. Jonathan Hobbs, aManagement and Budget Analyst in the City’s Management Services Department.

With just under 450,000 residents, Virginia Beach encompasses 248 land miles and 38 miles ofbeaches. As the most populous city in the Commonwealth, the City provides countless services toresidents. The goal of this study was to determine whether community expectations of the City andCity services are being met.

A growing city faces unique challenges with respect to roads, land use, and “staying ahead of thecurve” in terms of providing schools, recreation centers, emergency services and many other things.This opinion survey is an important tool for measuring progress toward the City’s goal of exceedingcommunity expectations. The 2013 survey content was similar to prior years, reflecting the City’sdesire to provide services that are valued by taxpayers and enhance each resident’s quality of life.

This report details the results of the 2013 survey. Just over 500 randomly-selected Virginia Beachresidents were interviewed. The data collection was completed over a four-week period beginningNovember 10 , 2013. Given the sample size of 504, the maximum Margin of Error is ± 4.4%. Forth

tracking purposes, comparative data from the five most recent studies are also shown. The City ofVirginia Beach has enjoyed high satisfaction ratings over the years (i.e., many were above 90%).Where appropriate, the significance of any change over time was statistically tested and noted.

~ ~ Key Findings ~ ~

There were many interesting findings in the 2013 study.

! Virginia Beach residents were happy to participate in this study and appreciated the opportunityto give the City feedback.

! An overwhelming 96.0% agreed with the statement: “Virginia Beach is a good place to live.”

! Focusing on the main objective of this study, the vast majority of Virginia Beach residentssurveyed (93.8%) are satisfied with City services overall.

! Residents who have been to (or used the services at) certain places in the past 12 months werecompared to those who did not use/visit them. Users’ satisfaction levels were significantlyhigher than non-users for the City’s recreation centers, the public beaches, the public libraries,parks, and museums/the aquarium/cultural arts activities.

! Nearly everyone (95.4%) agreed with the statement: “For the most part, I can convenientlyaccess City services.”

! The vast majority of those surveyed (94.8%) agreed with the statement: “Virginia Beach, ingeneral, is a safe place to live.”

! “My neighborhood is a safe place to live” also rated high, with 90.7% saying they agreed.


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Executive Summary (cont’d)

~ ~ Key Findings (cont’d) ~ ~

! Over half of the respondents (55.0%) reported contacting the City in the past 12 months (byphone, Internet, or in person) to report a problem, for information, or to conduct business. Ofthe 277 people who contacted the City, 90.3% were satisfied with the courtesy of Cityemployees.

! While 19 of the 30 City services and characteristics evaluated in this study scored above 80%in satisfaction (i.e., a threshold score), 11 items did score below 80%.

! While 67.5% of those surveyed agreed with the statement: “The roads I use in Virginia Beachare generally too congested,” 62.7% felt “I would like to have more alternatives to using my carto get around the City.”

! When citizens were asked to name the one most important thing the City should do to makeVirginia Beach a better place to live, many suggestions were offered. Improving the roads,reducing traffic flow problems, improving the schools, and more job opportunities were amongthe top comments.

~ ~ Participant Profile ~ ~

A broad cross-section of Virginia Beach residents participated in this survey. Each Zip Code wasrepresented in the proper proportion, and the overall demographic profile mirrors that of Censuscounts of adult heads-of-households.

Avg. (median) age 47 yrs. oldAvg. (median) number of years lived in Virginia Beach 22 yrs.% who are homeowners 74.8%% who are renters 25.2%% who have completed education beyond high school 79.4%% who are Caucasian 72.0%% who are African American 19.0%% who are from another ethnic background 8.9%% who have children in household 37.5%% who are registered voters 78.0%Avg. (median) household income $73,424

~ ~ Evaluating City Services and Characteristics ~ ~

During the interview, each respondent was asked to evaluate 30 City services and characteristics.The interviewers encouraged each participant to voice a general opinion even if he or she had nodirect experience with a service. Most residents were able to easily rate the 30 City services andcharacteristics, but a few people could not respond to certain questions.

In reporting these results, all “Don’t Know” responses are excluded from the tabulations. Footnotesin the supporting tables in Chapter 3 always indicate the number of people who were unable torespond to a given question. The bar chart on the next two pages displays the satisfaction levels foreach of the items that were evaluated. For example, the green segment indicates the proportion whowere “Very Satisfied,” while red indicated “Very Dissatisfied.” In some instances, only a tinyproportion were “Very Dissatisfied,” so little or no red appears.


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~ ~ Evaluation of City Services and Characteristics (cont’d) ~ ~

(chart continues on next page)


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93.8% were satisfied with City services overall

Of the 30 services and characteristics:

! 12 items rated above 90% in satisfaction

! 7 items rated between 80% and 89%

! 11 items rated below the 80% threshold

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When considering satisfaction ratings, many municipalities combine the “Very Satisfied” and“Satisfied” responses to achieve an overall “Percent Satisfied.” Using this procedure, a score of 80%(or more) is often the threshold for deeming the rating as favorable. While it’s important to note thatsome services naturally rate lower in most communities, the 80% cut-off may help decisionmakersidentify any services that could benefit from additional focus. In this study, just 11 of 30 items ratedbelow the 80%.

In examining the global measure of resident satisfaction, 93.8% reported being satisfied with Cityservices overall. Most individual City programs and services also had high levels of satisfaction.Nineteen of the 30 services/characteristics exceeded the target threshold of 80% satisfaction. And,an impressive 12 of them were at 90% or above (see next page).

As mentioned earlier, when tracking the “Percent Satisfied” over time, it is important to remember thatit is a combined percentage and therefore not very sensitive to change. That can mask the variationin individual ratings. This is because some people who were simply “Satisfied” in one year maybecome “Very Satisfied” the next. While this is an improvement, no net change in the combined“Percent Satisfied” would be visible. As such, it is best to use the average (mean) satisfaction scoresto analyze changes or trends over time.

Residents’ satisfaction with each service was measured on a four-point word scale. By assigningnumbers to each word rating (Very Satisfied=4, Satisfied=3, Dissatisfied=2, and Very Dissatisfied=1),one can calculate a mathematical average (i.e., a mean). The table on the next page includes the2013 average ratings. Year-to-year comparisons can be found in Chapter 3 of this report.

A t-Test procedure is performed on the average satisfaction ratings to monitor “statistically significant”changes over time. The results in Chapter 3 highlight the significant increases or decreases in the30 average satisfaction scores over time. For example, the letter “e” indicates a significantimprovement in satisfaction since 2011, while the letter “z” indicates the opposite (i.e., a significantdecline).


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City Service or Characteristic Rated:%

Satisfied*

Avg.

Rating**

Fire Department services 99.4% 3.50

Paramedic & Rescue Squad services 99.0% 3.52

The City’s public libraries 98.0% 3.41

911 Emergency Telephone Center 97.6% 3.35

Recreation centers 96.2% 3.40

Museums, the aquarium, & cultural arts activities 95.6% 3.41

City parks 94.8% 3.32

~~ CITY SERVICES (OVERALL) ~~ 93.8% 3.12

Horticultural & Agricultural services 92.4% 3.20

The overall appearance of the City 92.3% 3.17

Courtesy of City employees 92.1% 3.10

Police Department services 91.5% 3.31

Overall appearance of your neighborhood 91.3% 3.30

The public beaches in the City 89.1% 3.21

The City’s 3-1-1 system 88.0% 3.01

The public school system in Virginia Beach 88.0% 3.18

Trash collection & recycling services 85.7% 3.10

Drinking water & sanitary sewer services 81.9% 3.01

Efforts to protect natural resources/environment/open green space 81.3% 2.93

The condition of streets in your neighborhood 81.3% 3.02

City’s work w/ other communities to address regional issues 79.2% 2.85

Mental health & intellectual disability services 79.1% 2.85

Efforts to combat gang activity & gang violence 78.9% 2.93

Job opportunities in Virginia Beach 78.3% 2.90

The level of communication the City has with its residents 75.2% 2.85

Services for needy or homeless families 74.5% 2.81

Planning for residential development 72.2% 2.77

Planning & construction of new City roads 70.2% 2.70

Opportunity citizens have to share their opinions 70.1% 2.72

Maintenance of existing City roads & bridges 68.7% 2.72

The flow of traffic in the City 51.6% 2.44

* “Very Satisfied” & “Satisfied” responses combined.

** Avg. Rating Scale: 4=Very Satisfied 3=Satisfied 2=Dissatisfied 1=Very Dissatisfied


Significant Improvements and Declinesin Avg. Satisfaction Scores: 2013 compared to 2011*

2011 2013 Avg. Rating Avg. Rating

The overall appearance of your neighborhood 3.20 3.30 8

The job opportunities in Virginia Beach 2.81 2.90 8

Planning for residential development 2.67 2.77 8

The opportunity citizens have to share their ideas

& opinions before the City makes imp. decisions 2.63 2.72 8

Maintenance of existing City roads & bridges 2.62 2.72 8

Planning and construction of new City roads 2.56 2.70 8

The flow of traffic in the City 2.28 2.44 8____________________________________________________________

The City’s public libraries 3.49 3.41 9

The City’s drinking water & sanitary sewer

services 3.11 3.01 9

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When comparing 2013 to 2011, seven of the items did show significant improvement. They were:overall appearance of your neighborhood, job opportunities in Virginia Beach, planning for residentialdevelopment, the opportunity citizens have to share their ideas or opinions before the City makesimportant decisions, maintenance of existing City roads and bridges, planning and construction ofnew City roads, and the flow of traffic in the City. The two that experienced a significant decline were:the City’s public libraries and the City’s drinking water and sanitary sewer services.

*Based on a t-Test of means.


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~ ~ “Users” vs. “Non-Users” of Seven City Services ~ ~

After each resident was asked to rate the 30 City programs/services, corresponding “use” measureswere obtained for seven of those programs/services. Those usage rates varied between 52.2% and80.8%, and those responses were then paired with their respective satisfaction ratings. (As an aside,the public safety “use” question was not paired with a specific satisfaction rating.)

Use Rates

In the past 12 months, have you or your family:

These “users” were identified in order to determine whether people with firsthand experience weremore (or less) satisfied than those with no recent experience. Ideally, one might hope that residentswith recent firsthand experience would rate a service higher than someone with no recent experience.To that end, a t-Test analysis was used to find the significant differences in average satisfactionbetween users and non-users. User satisfaction ratings were significantly higher (than non-userratings) for five of the six paired scores:

1) the City’s public libraries2) the City’s parks3) the City’s recreation centers4) the public beaches in Virginia Beach5) the City’s museums/the aquarium/cultural arts activities

The sixth item, “The courtesy of City employees” was rated equally high by both those who hadrecent contact and those who did not. There was no statistical difference between them.


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~ ~ Agreement With Nine Statements About Virginia Beach ~ ~

Nine statements about living in Virginia Beach were presented to respondents. Each was asked toindicate whether he or she “Strongly Agreed,” “Agreed”, “Disagreed,” or “Strongly Disagreed” with thestatement. These items related to safety, accessing services, transportation, taxes, aesthetics,quality of life, communication, and roads. The bar graph below displays each statement and thedistribution of responses, where green indicates “Strongly Agree.”

Residents’ Reaction to Each Statement:

When the “Strongly Agree” (green) and “Agree” (purple) responses are combined to calculate theoverall percent who “Agreed” with each statement, an overwhelming 96.0% agreed that “VirginiaBeach is a good place to live.” Further, 95.4% said that they can conveniently access City services,and 94.8% feel that Virginia Beach is a safe place to live.

The chart on the next page shows the average agreement ratings beside the percent who agreed witheach statement.


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~ ~ Agreement With Nine Statements About Virginia Beach (cont’d) ~ ~

Do you Strongly Agree, Agree, Disagree, or StronglyDisagree with these statements about Virginia Beach:

% WhoAgree*

Avg.Rating**

“Virginia Beach is a good place to live.” 96.0% 3.40

“For the most part, I can conveniently access City services.” 95.4% 3.22

“Virginia Beach, in general, is a safe place to live.” 94.8% 3.19

“The houses in my neighborhood are well-maintained.” 91.3% 3.15

“My neighborhood is a safe place to live.” 90.7% 3.16

“Overall, I receive a good value for my City tax dollar.” 80.6% 2.90

“I know how to inform the City about the way I feel on important issues.” 75.4% 2.86

“The roads I use in Virginia Beach are generally too congested.” 67.5% 2.85

“I would like to have more alternatives to using my car to get around the City.” 62.7% 2.74

* “Strongly Agree” + “Agree”

** Average Rating Scale: 4=Strongly Agree 3=Agree 2=Disagree 1=Strongly Disagree

As mentioned earlier, 96.0% agreed with the statement “Virginia Beach is a good place to live.” Thecorresponding average (mean) agreement score is a 3.40 out of a possible 4.00 (where 4=StronglyAgree, 3=Agree, 2=Disagree, and 1=Strongly Disagree). The high average indicates that aconsiderable percentage said they “Strongly Agree” (44.6%) with the statement.

Naturally, the City strives to provide residents with easy access to services. Agreement with thestatement about whether residents can conveniently access City services is also very high (95.4%agreed). This mean score was 3.22.

With respect to community safety, residents are generally comfortable. An impressive 94.8% saidthat the City of Virginia Beach is a safe place to live. Only 5.2% disagreed. And, while 90.7% ofthose surveyed felt that their own neighborhood is a safe place to live, 9.3% did disagree. Earlier thisyear, Chief James Cervera said, “We are pleased that our overall crime rate has continued to declineover a 10-year period... We vow to remain focused on proactive crime prevention strategies and ourgoal-oriented focus on neighborhood issues... to ensure that Virginia Beach remains one of the safestcities in the nation." Clearly, the City is working hard to prevent crime, and most residents feel quitesafe.

Another question addressed property maintenance/appearance in the respondent’s ownneighborhood. Here, we find 91.3% of those surveyed feeling that, “The houses in my neighborhoodare well-maintained.”


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~ ~ Agreement With Nine Statements About Virginia Beach (cont’d) ~ ~

With respect to government hearing from residents, 75.4% of those surveyed agreed with thestatement “I know how to inform the City about how I feel on important issues.” Years ago, this mighthave centered around going to a Council meeting or contacting a decisionmaker by phone or letter.Today, the City of Virginia Beach is active on Facebook, Twitter, YouTube and Flickr. In addition tothe City’s primary pages, many individual departments also have a presence on social media sites.Virginia Beach has also launched a Virtual Town Hall vehicle, encouraging residents to voice anopinion on current issues without attending a meeting. The introduction in December of 2012 notedthat “broad participation helps the city make better decisions and create stronger communities.”

Traffic and road congestion continues to be a significant concern for Virginia Beach residents. Thehigh volume of vehicles on City roads during busy times can certainly impact one’s quality of life.When asked about their level of agreement with the statement, “The roads I use in Virginia Beach aregenerally too congested,” about two-thirds (67.5%) of those surveyed agreed. This proportion wasconsiderably lower in 2013 when compared to earlier studies (74.2% in 2009 and 72.2% in 2011),suggesting that some residents perceive traffic as improving.

While one might expect only some Virginia Beach residents to have an interest in publictransportation or alternatives to using one’s own vehicle, this survey did find considerable interest.Of the 504 surveyed, a substantial proportion (62.7%) agreed with, “I would like to have morealternatives to using my car to get around the city.” This could certainly include transit optionsbeyond light rail. As a point of reference, in November of 2012, the same percentage (62.7%) ofvoters in Virginia Beach voted “Yes” on an advisory referendum, providing City Council with guidanceto pursue light rail options. By late 2013, the City had received several proposals, and after publichearings, it is expected that City Council will vote on a locally preferred alternative by mid-2014.

Another global measure of satisfaction was, “Overall, I receive a good value for my City tax dollar.”In 2013, the percent who agreed with the statement (80.6%) was the highest ever. (The question wasadded to the survey in 2003.) Even in these challenging economic times, when taxes are often hardto afford, most residents in Virginia Beach feel they are receiving a good value from the City.

~ ~ Communicating With Residents ~ ~

So many things revolve around good communication, so residents were asked how they prefer to getinformation about City programs, services, and issues. The top four mentions were: posting on theCity’s website (23.8%), sending information by email (23.2%), using the printed newspaper (18.8%),and sending pamphlets or newsletters in the mail (12.5%). With the recognition that postage costsare often prohibitive, fewer people requested mailed information in 2013 than in the prior survey (2011was 21.8%).

~ ~ Making Virginia Beach a Better Place to Live ~ ~

Each respondent was asked to name one thing the City could do to make Virginia Beach a betterplace to live. While their responses reflect a wide variety of topics, 11.3% said they feel “everythingis fine as is.” The five most popular suggestions related to: improving or constructing roads (11.1%),reducing traffic flow problems (7.1%), improving the schools (6.5%), bringing in more/good jobs(5.6%), and listening to the residents more (5.2%). A complete list of suggestions is presented in thisreport.


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~ ~ Envisioning the Year 2040 ~ ~

In January of 2011, the Mayor appointed a 13-member citizen visioning group to consider the futureof Virginia Beach in 2040. The committee’s goal was to create a compelling vision for the future thatpeople will support and embrace, and their report was submitted in 2012. This year, residents wereasked to consider life in Virginia Beach in 27 years when a one-time question was added to the City’sbi-annual survey: “What should the City of Virginia Beach be known for in 2040?” Their top fourresponses were: a great place for tourists to visit (17.5% mentioning), a safe city (14.1%), a greatbeach (9.7%), and a nice place to live/good quality of life (8.7%). The detailed responses areprovided later in this report.

~ ~ Conclusion ~ ~

This survey included the opinions of a very broad cross-section of Virginia Beach residents. Becauseof the methodology used, this report represents the community well. Most residents never attend apublic meeting and do not contact Council members, so it is important that they be heard. Citizensappreciated being asked to evaluate City services, and most were very generous with their time asinterviewers worked through this lengthy survey.

Without a doubt, Virginia Beach residents enjoy a favorable quality of life. (Just 4% of thoseinterviewed said that Virginia Beach is not a good place to live.) Residents relayed stories of how:“Virginia Beach is the best City in Virginia,” “I feel so comfortable here,” and “We have just abouteverything a family could want.” The interviewers repeatedly heard people reflect on raising theirfamilies in an attractive, safe, and healthy community with many amenities.

While there are certainly some traffic annoyances, residents of Virginia Beach can see that theseproblems are being addressed and improvements are being made. They recognize that bothcongestion and road maintenance issues are a reflection of the number of cars on the roads, and thismay be an uphill battle for a community as attractive as Virginia Beach. During the summer, whentourists are concentrated on certain roads, and nearly 450,000 local residents must travel to work,school, or activities; go shopping; and dine in Virginia Beach, the traffic is abundant. Even so,residents in 2013 rated their satisfaction with traffic flow significantly higher than in any prior surveyyear.

Some respondents did mention a need for more high-quality jobs. However, Virginia Beach residentsare aware of the country’s economic difficulties and understand how challenging economicdevelopment can be. The overall satisfaction with the job opportunities in Virginia Beach is currentlythe highest since 2007, with 78.3% being satisfied. Many residents commented that they believe thelocal economy is “on the upswing” now. Another said, “It’s just a matter of time. We need to buildbusinesses back up.”

Overall, satisfaction with City services remains quite high. Just over 80% felt that they received agood “value” for their tax dollar. With respect to accessing those City services, it is impressive thatonly 4.6% of those surveyed felt they could not “conveniently access City services.”


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~ ~ Conclusion (cont’d) ~ ~

The findings from this City Services Satisfaction Survey continue to be very favorable. One of themost important indicators of satisfaction is the global measure. When asked to evaluate their overallsatisfaction with City services, 93.8% of the residents surveyed were satisfied. This statistic hasbeen very high since the 1995 benchmark study, and the 2013 “percent satisfied” has the highestscore reported since 1998.

We are delighted to have had the opportunity to speak with your residents. In addition to this MainReport, a variety of other analyses have been performed. Within the crosstabulations, one can seeinteresting patterns. A PowerPoint presentation has also been prepared and the raw survey dataprovided to the City. Please feel free to contact the author at [email protected] you have any questions.


(n=499) (n=500) (n=500) (n=500) (n=500) (n=504)

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Executive Summary: Tracking Data

These charts display tracking data. As you can see, over the years, Virginia Beach residents haveenjoyed high levels of satisfaction with City services. Of course, small variations are normal and maynot be significant.

OVERALL SATISFACTION WITH CITY SERVICES(Percent Satisfied)

OVERALL SATISFACTION WITH THE APPEARANCE OF THE CITY(Percent Satisfied)

NOTE: The (n=__) beneath each column indicates the number of people who responded to the question.

(n=500) (n=500) (n=500) (n=500) (n=500) (n=504)


(n=500) (n=500) (n=500) (n=500) (n=500) (n=504)

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Executive Summary: Tracking Data (cont’d)

PERCENT WHO AGREE VA BEACH IS A GOOD PLACE TO LIVE

PERCENT WHO AGREE VA BEACH IS A SAFE PLACE TO LIVE


(n=500) (n=498) (n=500) (n=500) (n=500) (n=504)


(n=500) (n=500) (n=500) (n=500) (n=500) (n=504)

(n=500) (n=500) (n=500) (n=500) (n=500) (n=504)

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Executive Summary: Tracking Data (cont’d)

PERCENT WHO AGREE “MY NEIGHBORHOOD” IS ASAFE PLACE TO LIVE

PERCENT WHO AGREE THEY CAN CONVENIENTLYACCESS CITY SERVICES



Chapter Two: Procedural Information


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Methodology

This 2013 tracking study of Virginia Beach residents wasperformed by Continental Research Associates, Inc. A total of504 randomly-selected residents were surveyed by landlinetelephone and cell phone during a one-month period beginningon November 10 . The purpose of the study was to learn howth

citizens feel about living in Virginia Beach and evaluate theservices provided by the City. A benchmark study wasperformed in 1995, and similar tracking surveys have beenperformed periodically since then.

~ ~ Questionnaire Design ~ ~

Continental Research met with representatives from the City’sManagement Services Department to review the objectives ofthe 2013 study. For tracking purposes, the questionnaire wasbased on the 2011 (and prior) City Services SatisfactionStudies. After a few new questions were added, some wereremoved. A new topic addressed the City’s visioning work for2040. The final questionnaire was prepared by Continentaland approved by the City.

The detailed, 63-item survey can be found in the Appendix ofthis report. As is customary, initial screening questions wereused to verify that each participant was an adult head ofhousehold over the age of 18, eliminate businesses, and verifythat the respondent lived in the city.

To be respectful of residents’ valuable time, the survey waslimited in length. The questionnaire included an open-endedquestion about the one most important thing the City should doto make Virginia Beach a better place to live and anotherabout desirable characteristics in 2040. There was also aseries of satisfaction ratings for 30 City services or attributes(and an overall rating of satisfaction), and there wereagreement measures relative to nine statements about life inVirginia Beach. Attitudes are influenced by many thingsbeyond personal experience (e.g., the news, the economy,friends), so each resident was encouraged to share opinions,even if there was no firsthand experience with a particularservice.

In order to compare the responses of those who had used anamed service with those who had not, seven Yes-Noquestions were asked about the use of those services.Residents were also asked about how they would prefer to getinformation about the City. As is customary, a variety ofdemographic questions was included near the end of thesurvey.

At a Glance

! This tracking study was

commissioned by City’s

Management Services Dept.

! The project was performed by

Continental Research Assoc., Inc.

of Norfolk, VA

! The 19-minute telephone survey

of 504 randomly-selected

residents included landlines and

cell phones

! Similar tracking studies have been

conducted periodically since 1995

! The questions were similar to

prior years, and the 2013

instrument was fully pre-tested

! The surveys were administered by

professional interviewers over a

four week period beginning on

Nov. 10 th

! After the Virginia Beach

households were randomly

selected, six attempts were made

to reach each

! The initial contacts were made in

the evening, Sunday through

Thursday

! CATI technology was used to

administer the surveys and enter

the responses

! A supervisor monitored the calls

in progress

! The data was analyzed using IBM’s

SPSS statistical software


Ch. 2 - Pg. 18

Methodology (cont’d)

~ ~ Questionnaire Design (cont’d) ~ ~

Before being finalized, the questionnaire was pre-tested by senior staff members on a sub-sampleof 34 Virginia Beach households. The pre-test process can identify any wording, sequence, or formatchanges that might improve a survey. No edits were made as a result of the pre-test. The finalversion of the questionnaire took approximately 19 minutes to administer. Although this is quite long,most residents were very engaged in the process and willing to tolerate the length. Fewer than 10people would not complete the survey after beginning.

~ ~ The Sample Frame Lists ~ ~

To fully represent the households in Virginia Beach, the sample frame included both landlines andcell phone numbers. Both lists were screened to eliminate businesses and non-working numbers.The home phone list was generated by Continental Research using copyrighted in-house software.This program employs a two-digit, random assignment technique to replace the last two digits ofknown residents’ home phone numbers with random digits. The process ensures the inclusion of newand unlisted numbers. Although randomized digits do result in a larger number of “Disconnects,” theyclearly improve the quality of a landline sample.

To address the increasing proportion of cell-phone-only households, the sample frame wasaugmented with over 25% cell phone numbers. While all were associated with cell company salesoffices in Virginia Beach, some numbers were ultimately eliminated because they were associatedwith a person living in another city.

Using Computer-Assisted Telephone Interviewing (CATI) software, an electronic sample managementsystem kept track of each call attempt made. To ensure that the final sample would be representative(i.e., no particular Zip Code would be over- or under-represented in the study), target quotas wereset for each Zip Code and updated on a daily basis.

~ ~ Data Collection ~ ~

Once the pre-test was completed, a lengthy briefing session was held (on November 10 ) by the Sr.th

Project Manager. Data collection is critical to the quality of the research. A team of seven staffinterviewers were assigned to this study. Most had worked on other City of Virginia Beach surveys.

Each interviewer had extensive training and years of experience prior to working on this study. Threewere bi-lingual (Tagalog, Spanish, and French), although language barriers were not an issue duringthis study. The Sr. Project Manager discussed detailed instructions for administering thequestionnaire. Role-playing exercises were used to practice the proper pace and techniques forconducting the interview, and various types of probes were discussed.

All telephone calls originated from the Continental Research offices in Norfolk. To manage the issueof landlines being answered by females more often, interviewers alternated asking for the male andfemale head of household. Using Computer-Assisted Telephone Interviewing (CATI) technology, theinterviewers keyed each survey response directly into the computer.


Ch. 2 - Pg. 19

Methodology (cont’d)

~ ~ Data Collection (cont’d) ~ ~

Each initial call was placed between 5:15 and 9:15 p.m. Monday through Thursday or from 4 to 9 p.m.on Sunday. These times are the most productive and ensure the inclusion of both working and non-working adults. If a resident asked to be called back at a later date or time, a computerizedappointment system managed that schedule. To ensure a representative sample of Virginia Beachresidents, each household selected for inclusion in the study was called at least six times (on differentdays/times) before a substitute phone number was added to the sample frame.

A supervisor was present during all fieldwork and electronically monitored the interviewers’ workconstantly. Using Dameware, he could hear both sides of the conversation and visually observe therecording of the answers. The supervisor was able to fully monitor over 38% of the calls and partiallymonitor an additional 25%. That is well above the 5 to 10% industry standard for validation.

Each evening, a de-briefing session was held to discuss how residents were responding to thequestions. Those meetings are used to identify whether current events or media coverage could beimpacting survey responses, requiring a delay in data collection. De-briefings also provide anecdotalinformation that is useful when interpreting the tabulated findings.

~ ~ Data Analysis ~ ~

Each morning, the prior evening’s survey responses were removed from the CATI system, and thetallies for each Zip Code were checked. When the fieldwork was completed, a consolidated SPSSdata file was created to expedite the coding process and run preliminary tabulations. All surveys werethen checked for logic and completeness.

The text of each open-ended answer was carefully read and evaluated by a coder. Responses weregrouped into categories and assigned a numeric code for tabulation. The codes were keyed into thesurvey response file and verified by a second data entry operator for 100% accuracy. The data wereprepared for analysis, and the sideline remarks relating to dissatisfaction were exported for inclusionin this report.

The 2013 data are shown beside the data collected since 2003 for easy comparison. (Earlier yearsmay be available from the City.) Generally speaking, the percentages in this report will total verticallyto 100%. The (n= ___) indicator beneath each column shows how many people responded to aparticular question (i.e., when “Don’t Know” responses were excluded).

Whenever averages are shown comparing data over time, the significance of any change in thoseaverages was tested using a t-Test statistic. The t-Test is a computer calculation that identifieswhether two averages (i.e., the means and their distributions) are “significantly different” from oneanother. Any differences over time, whether trending up or down, that were found to be significantare indicated.


Ch. 2 - Pg. 20

The Margin of Error

When proper random selection is used to generate the sample of Virginia Beach households to besurveyed, the results quite accurately reflect the opinions of the City as a whole. The term “Marginof Error” represents the maximum amount (with 95% certainty) that a percentage in the report mightvary from a full census of households. While many municipal surveys might include a sample sizeof 300 residents, this study used a larger sample of 504 to allow the data to be broken out by sub-groups.

As an aside, it is not economically efficient to increase the sample size after a certain point becausethere is minimal impact on reducing the “Margin of Error” (see chart below). The greatest “value forthe dollar” occurs when adding more interviews near the top of this chart, not the bottom.

# of Completed The Maximum Interviews: “Margin of Error”:

100 ± 9.8 percentage points 200 ± 6.9 300 ± 5.6 400 ± 4.9 500 ± 4.4 600 ± 4.0 1000 ± 3.1 1500 ± 2.5

This random sample of 504 Virginia Beach households produces results that are accurate within ±4.4percentage points (worst case) when compared to a complete census of Virginia Beach households.The ±4.4% figure applies to any figure in the report that is near 50%, where n=504. Smaller or largersurvey result percentages will be more accurate (i.e., they will have a smaller “Margin of Error”). Thechart below shows the error margin for various percentages a reader might find in this report.

If the report The “Margin percentage is: 99% of Error” is: ±0.9%

95% ±1.9%

90% ±2.6%

80% ±3.5%

70% ±4.0%

60% ±4.3%

- - - - - - - 50% Highest Margin of Error ±4.4% - - - - - - -

40% ±4.3%

30% ±4.0%

20% ±3.5%

10% ±2.6%

5% ±1.9%

1% ±0.9%

The maximumMargin of Errorfor this study is:

± 4.4%

(n=504)


Ch. 2 - Pg. 21

About Making Comparisons

The City has conducted a Residents’ Satisfaction Survey since 1995. Due to space constraints, thisreport displays only the results from 2003, 2005, 2007, 2009, 2011, and 2013.

While it is ideal to use the exact same question text from year to year, a few questionnaire wordingchanges/updates have been made over time. Most were slight edits, only minimally affecting thetracking.

Because the proportion of “Don’t Know” responses does vary from year to year (and “Don’t Know”responses can distort the results), the figures in this report are based on the percentage of those whoactually responded to a given question. If “Don’t Know” responses occurred for a given question, theywere noted and excluded.

Please remember that this survey is not intended to “rank” City departments or compare them to oneanother. Each City department provides unique services, and some are more likely than others tobe rated favorably simply based on the nature of the work they do.

Virginia Beach has enjoyed very high “satisfaction” ratings over the years, with many items ratingabove 90%. Since these are high scores, small fluctuations over time are expected and do notnecessarily indicate a significant change.

The “satisfaction” and “agreement” questions on this survey used a word scale for responses (seebelow). To facilitate more precise tracking and make comparisons between groups, each answerchoice was assigned a numeric value, and averages were calculated. These mathematical averagesthen identify any statistically significant changes over time or differences between groups. Note thattracking the percent “Satisfied” is less precise because that percentage is based on grouping tworesponses (“Very Satisfied” and “Satisfied”). Averages are more sensitive to change over time. Incalculating the mathematical averages, the following numeric values were used:

4 = Very Satisfied (the highest rating) 4 = Strongly Agree (the highest rating)

3 = Satisfied 3 = Agree

2 = Dissatisfied 2 = Disagree

1 = Very Dissatisfied (the lowest rating) 1 = Strongly Disagree (the lowest rating)

NOTE: In both cases, the scale midpoint would be 2.5.

On several tables, t-Test results are shown. The t-Test is a statistical technique that tests fordifferences in the distribution of the individual responses and averages over time or between groups(e.g., users of certain services vs. non-users). This mathematical formula determines whether thedifferences between two groups are random or “statistically significant.” Significant results (i.e.,significant increases or decreases) are always noted.


Chapter Three:Survey Results

NOTE: Only people with opinions were included in the calculations and charts (i.e., “Don’t Know” responses were excluded from calculations).


Ch. 3 - Pg. 22

Satisfaction Ratings

Think for a moment about living in the City of Virginia Beach. Are you Very Satisfied, Satisfied,Dissatisfied, or Very Dissatisfied with:

The overall appearance of the City

2003 2005 2007 2009 2011 2013

Very Satisfied 25.0% 25.2% 27.2% 28.0% 26.2% 25.2%

Satisfied 64.2% 66.2% 68.4% 66.0% 67.8% 67.1%

Dissatisfied 8.8% 7.2% 3.8% 5.4% 5.2% 6.9%

Very Dissatisfied 2.0% 1.4% 0.6% 0.6% 0.8% 0.8%

100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=500) (n=500) (n=500) (n=500) (n=500) (n=504)

Mean (Average) = 3.12 3.15 3.22 3.21 3.19 3.17

Overall Percent Satisfied = 89.2% 91.4% 95.6% 94.0% 94.0% 92.3%

# of people who had no opinion(excluded from calculations) = 0 0 0 0 0 0

The City’s Fire Department services

2003 2005 2007 2009 2011 2013

Very Satisfied 48.3% 39.2% 50.1% 50.2% 50.4% 50.4%

Satisfied 50.7% 60.2% 49.3% 48.8% 48.4% 49.0%

Dissatisfied 1.0% 0.6% 0.4% 0.6% 1.0% 0.6%


100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=495) (n=500) (n=499) (n=498) (n=500) (n=504)

Mean (Average) = 3.47 3.39 3.49 3.49 3.49 3.50



Mean Scale: 4 = Very Satisfied3 = Satisfied2 = Dissatisfied1 = Very Dissatisfied


Ch. 3 - Pg. 23


Are you Very Satisfied, Satisfied, Dissatisfied, or Very Dissatisfied with:

The City’s Paramedic and Rescue Squad services

2003 2005 2007 2009 2011 2013

Very Satisfied 45.1% 34.6% 53.2% 53.3% 54.5% 53.0%

Satisfied 52.9% 62.2% 44.4% 44.5% 43.9% 46.0%

Dissatisfied 1.8% 3.0% 1.6% 2.0% 1.6% 1.0%


100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=497) (n=500) (n=498) (n=497) (n=499) (n=504)

Mean (Average) = 3.43 3.31 3.50 3.51 3.53 3.52



The City’s Police Department services

2003 2005 2007 2009 2011 2013

Very Satisfied 39.4% 33.8% 39.6% 39.2% 41.2% 40.7%

Satisfied 55.6% 62.0% 54.3% 53.0% 51.0% 50.8%

Dissatisfied 3.8% 3.6% 5.4% 6.8% 6.6% 6.9%


100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=498) (n=500) (n=497) (n=500) (n=500) (n=504)

Mean (Average) = 3.33 3.29 3.33 3.30 3.32 3.31


# of people who had no opinion

(excluded from calculations) = 2 0 3 0 0 0

Mean Scale: 4 = Very Satisfied

3 = Satisfied

2 = Dissatisfied

1 = Very Dissatisfied


Ch. 3 - Pg. 24



The City’s Horticultural and Agricultural services, including the Farmers Market

2003 2005 2007 2009 2011 2013

Very Satisfied 27.3% 21.3% 26.0% 22.7% 31.3% 28.2%

Satisfied 66.6% 72.5% 65.1% 67.9% 62.5% 64.2%

Dissatisfied 5.9% 5.8% 8.5% 9.0% 6.0% 6.8%


100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=494) (n=484) (n=481) (n=489) (n=496) (n=500)

Mean (Average) = 3.21 3.15 3.17 3.13 3.25 3.20



The City’s public libraries

2003 2005 2007 2009 2011 2013

Very Satisfied 43.8% 49.4% 54.0% 52.0% 50.9% 42.9%

Satisfied 51.8% 48.0% 44.0% 46.0% 48.0% 55.2%

Dissatisfied 4.0% 2.4% 1.6% 2.0% 0.7% 2.0%


100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=500) (n=500) (n=500) (n=500) (n=444) (n=504)

Mean (Average) = 3.39 3.47 3.52 3.50 3.49 3.41





Ch. 3 - Pg. 25



The City’s recreation centers

2003 2005 2007 2009 2011 2013

Very Satisfied 28.8% 43.3% 48.3% 45.4% 40.8% 43.6%

Satisfied 66.7% 50.7% 48.5% 49.8% 52.7% 52.6%

Dissatisfied 3.2% 5.4% 2.8% 4.4% 5.7% 3.6%


100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=496) (n=499) (n=493) (n=500) (n=495) (n=502)

Mean (Average) = 3.23 3.37 3.45 3.40 3.34 3.40



The City’s parks

2003 2005 2007 2009 2011 2013

Very Satisfied 27.5% 34.7% 39.4% 40.8% 36.4% 37.7%

Satisfied 68.3% 58.1% 55.8% 52.4% 57.2% 57.1%

Dissatisfied 3.8% 6.4% 4.6% 6.2% 5.8% 5.0%


100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=498) (n=499) (n=500) (n=500) (n=500) (n=504)

Mean (Average) = 3.23 3.27 3.34 3.33 3.29 3.32





Ch. 3 - Pg. 26



The City’s 911 Emergency Telephone Center

2003 2005 2007 2009 2011 2013

Very Satisfied 30.5% 27.5% 36.5% 38.6% 39.9% 37.3%

Satisfied 65.2% 68.9% 60.9% 60.0% 57.1% 60.2%

Dissatisfied 4.1% 3.0% 2.5% 1.4% 3.0% 2.2%


100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=488) (n=499) (n=488) (n=492) (n=496) (n=498)

Mean (Average) = 3.26 3.23 3.34 3.37 3.37 3.35



The City’s museums, the aquarium, and cultural arts activities

2003 2005 2007 2009 2011 2013

Very Satisfied 33.7% 41.8% 44.6% 45.9% 47.9% 46.0%

Satisfied 60.5% 52.0% 49.4% 47.1% 46.5% 49.6%

Dissatisfied 5.4% 5.8% 5.8% 6.4% 4.8% 3.8%


100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=499) (n=500) (n=496) (n=497) (n=499) (n=504)

Mean (Average) = 3.27 3.35 3.38 3.38 3.41 3.41





Ch. 3 - Pg. 27



The public beaches in the City

2003 2005 2007 2009 2011 2013

Very Satisfied 29.6% 26.8% 32.2% 33.4% 34.9% 32.9%

Satisfied 52.6% 56.6% 53.5% 55.2% 53.3% 56.2%

Dissatisfied 15.2% 13.2% 11.9% 8.8% 10.2% 9.5%


100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=500) (n=500) (n=497) (n=500) (n=499) (n=504)

Mean (Average) = 3.09 3.07 3.15 3.19 3.21 3.21



The job opportunities in Virginia Beach

2003 2005 2007 2009 2011 2013

Very Satisfied 14.3% 13.1% 16.3% 13.2% 11.2% 13.7%

Satisfied 63.6% 64.3% 63.9% 56.7% 62.4% 64.6%

Dissatisfied 19.6% 19.9% 18.0% 25.3% 22.4% 19.3%


100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=489) (n=498) (n=479) (n=494) (n=490) (n=497)

Mean (Average) = 2.90 2.88 2.95 2.78 2.81 2.90





Ch. 3 - Pg. 28



The City’s drinking water and sanitary sewer services

2003 2005 2007 2009 2011 2013

Very Satisfied n/a n/a 26.0% 31.0% 25.8% 22.0%

Satisfied 60.0% 57.6% 61.6% 59.9%

Dissatisfied 12.0% 9.6% 10.8% 15.3%

Very Dissatisfied 2.0% 1.8% 1.8% 2.8%

100.0% 100.0% 100.0% 100.0%

(n=500) (n=500) (n=500) (n=504)

Mean (Average) = 3.10 3.18 3.11 3.01

Overall Percent Satisfied = 86.0% 88.6% 87.4% 81.9%

# of people who had no opinion(excluded from calculations) = 0 0 0 0

The City’s services for needy or homeless families

2003 2005 2007 2009 2011 2013

Very Satisfied 6.2% 7.8% 10.1% 7.5% 7.7% 9.9%

Satisfied 62.8% 54.1% 63.3% 66.8% 64.2% 64.6%

Dissatisfied 24.9% 32.0% 23.4% 23.0% 24.0% 21.6%


100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=481) (n=497) (n=474) (n=482) (n=491) (n=495)

Mean (Average) = 2.69 2.64 2.80 2.79 2.76 2.81





Ch. 3 - Pg. 29



The City’s mental health and intellectual disability services

2003 2005 2007 2009 2011 2013

Very Satisfied 7.4% 8.4% 11.8% 10.8% 11.1% 9.7%

Satisfied 71.0% 69.7% 71.4% 71.4% 71.6% 69.4%

Dissatisfied 17.1% 18.4% 14.6% 16.5% 14.7% 17.0%


100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=473) (n=488) (n=465) (n=472) (n=476) (n=483)

Mean (Average) = 2.81 2.83 2.93 2.92 2.91 2.85



The public school system in Virginia Beach

2003 2005 2007 2009 2011 2013


Satisfied 52.6% 52.6% 53.5% 56.1%

Dissatisfied 12.0% 10.6% 11.7% 10.6%


100.0% 100.0% 100.0% 100.0%

(n=500) (n=498) (n=495) (n=499)

Mean (Average) = 3.18 3.22 3.15 3.18





Ch. 3 - Pg. 30



The overall appearance of your neighborhood

2003 2005 2007 2009 2011 2013

Very Satisfied 31.5% 34.0% 41.4% 38.8% 34.0% 41.5%

Satisfied 58.5% 56.0% 48.0% 54.6% 54.0% 49.8%

Dissatisfied 8.4% 9.0% 9.4% 6.4% 10.4% 6.3%


100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=499) (n=500) (n=500) (n=500) (n=500) (n=504)

Mean (Average) = 3.20 3.23 3.30 3.32 3.20 3.30



The condition of the streets in your neighborhood

2003 2005 2007 2009 2011 2013

Very Satisfied n/a n/a n/a 26.9% 22.4% 24.4%

Satisfied 54.2% 55.7% 56.9%

Dissatisfied 16.5% 18.4% 15.1%

Very Dissatisfied 2.4% 3.4% 3.6%

100.0% 100.0% 100.0%

(n=498) (n=499) (n=504)

Mean (Average) = 3.06 2.97 3.02

Overall Percent Satisfied = 81.1% 78.2% 81.3%

# of people who had no opinion(excluded from calculations) = 2 1 0



Ch. 3 - Pg. 31



The level of communication the City has with its residents

2003 2005 2007 2009 2011 2013

Very Satisfied n/a n/a n/a n/a 12.2% 12.5%

Satisfied 61.0% 62.7%

Dissatisfied 22.3% 22.0%

Very Dissatisfied 4.4% 2.8%

100.0% 100.0%

(n=498) (n=504)

Mean (Average) = 2.81 2.85

Overall Percent Satisfied = 73.3% 75.2%

# of people who had no opinionexcluded from calculations) = 2 0

The City’s 3-1-1 system where you can call with a question, a concern, or to get in touch with the Citydepartment who can assist you

2003 2005 2007 2009 2011 2013

Very Satisfied n/a n/a n/a n/a n/a 14.7%

Satisfied 73.3%

Dissatisfied 10.2%

Very Dissatisfied 1.8%

100.0%

(n=491)

Mean (Average) = 3.01

Overall Percent Satisfied = 88.0%

# of people who had no opinionexcluded from calculations) = 13



Ch. 3 - Pg. 32



The City’s work with other area communities to address issues impacting our region

2003 2005 2007 2009 2011 2013

Very Satisfied 8.9% 6.9% 9.7% 9.4% 6.9% 8.3%

Satisfied 63.4% 65.8% 65.3% 63.7% 70.1% 71.0%

Dissatisfied 22.7% 23.9% 22.7% 23.9% 20.3% 18.3%


100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=494) (n=494) (n=484) (n=490) (n=492) (n=496)

Mean (Average) = 2.76 2.76 2.82 2.79 2.81 2.85



The City’s efforts to protect natural resources, the environment, and open green space

2003 2005 2007 2009 2011 2013

Very Satisfied 12.1% 9.8% 11.5% 15.6% 14.6% 14.3%

Satisfied 62.0% 54.1% 53.0% 55.3% 65.6% 66.9%

Dissatisfied 21.8% 28.1% 28.3% 24.0% 17.2% 16.3%


100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=495) (n=499) (n=494) (n=499) (n=494) (n=496)

Mean (Average) = 2.82 2.66 2.69 2.82 2.92 2.93





Ch. 3 - Pg. 33



City trash collection and recycling services

2003 2005 2007 2009 2011 2013

Very Satisfied 38.8% 30.2% 33.7% 36.8% 28.8% 28.4%

Satisfied 54.0% 61.6% 56.6% 53.6% 54.8% 57.3%

Dissatisfied 5.8% 6.4% 8.0% 8.2% 11.2% 9.9%


100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=498) (n=497) (n=498) (n=500) (n=500) (n=504)

Mean (Average) = 3.30 3.20 3.22 3.26 3.07 3.10



The City’s efforts to combat gang activity and gang violence

2003 2005 2007 2009 2011 2013


Satisfied 64.4% 60.0% 67.0% 64.0%

Dissatisfied 22.1% 23.1% 20.0% 19.6%


100.0% 100.0% 100.0% 100.0%

(n=480) (n=490) (n=494) (n=494)

Mean (Average) = 2.85 2.82 2.86 2.93





Ch. 3 - Pg. 34



The City’s planning for residential development

2003 2005 2007 2009 2011 2013

Very Satisfied 6.6% 4.4% 4.7% 5.3% 7.5% 7.8%

Satisfied 54.6% 51.4% 45.8% 56.4% 57.2% 64.4%

Dissatisfied 30.9% 34.8% 41.3% 32.0% 30.4% 24.3%


100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=498) (n=500) (n=487) (n=488) (n=493) (n=497)

Mean (Average) = 2.60 2.51 2.47 2.61 2.67 2.77



The opportunity citizens have to share their ideas or opinions before the City makes importantdecisions

2003 2005 2007 2009 2011 2013


Satisfied 50.4% 52.6% 54.2% 63.1%

Dissatisfied 34.0% 31.7% 31.0% 25.3%


100.0% 100.0% 100.0% 100.0%

(n=500) (n=496) (n=496) (n=501)

Mean (Average) = 2.61 2.61 2.63 2.72





Ch. 3 - Pg. 35



The maintenance of existing City roads and bridges

2003 2005 2007 2009 2011 2013

Very Satisfied 8.4% 7.6% 7.2% 5.4% 7.2% 7.7%

Satisfied 53.0% 56.8% 57.0% 57.4% 53.9% 60.9%

Dissatisfied 31.4% 30.0% 31.1% 29.8% 32.3% 27.0%


100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=500) (n=500) (n=498) (n=500) (n=499) (n=504)

Mean (Average) = 2.63 2.66 2.67 2.61 2.62 2.72



The flow of traffic in the City

2003 2005 2007 2009 2011 2013

Very Satisfied 3.6% 1.4% 2.4% 2.6% 2.4% 2.8%

Satisfied 35.6% 31.4% 33.6% 37.0% 37.8% 48.8%

Dissatisfied 43.0% 47.6% 45.0% 46.0% 45.4% 37.7%


100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=500) (n=500) (n=500) (n=500) (n=500) (n=504)

Mean (Average) = 2.25 2.15 2.19 2.28 2.28 2.44





Ch. 3 - Pg. 36



The planning and construction of new City roads

2003 2005 2007 2009 2011 2013

Very Satisfied 4.0% 2.2% 4.1% 2.9% 4.6% 5.2%

Satisfied 45.4% 43.4% 47.4% 45.5% 54.4% 65.0%

Dissatisfied 40.3% 45.4% 39.6% 43.9% 33.7% 24.2%


100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=496) (n=498) (n=487) (n=490) (n=496) (n=500)

Mean (Average) = 2.43 2.39 2.47 2.43 2.56 2.70



The courtesy of City employees

2003 2005 2007 2009 2011 2013

Very Satisfied 18.4% 18.8% 18.6% 20.7% 17.7% 19.0%

Satisfied 73.0% 72.4% 75.6% 69.7% 73.6% 73.0%

Dissatisfied 7.2% 6.6% 4.4% 8.8% 7.0% 6.7%


100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=500) (n=500) (n=500) (n=498) (n=497) (n=504)

Mean (Average) = 3.08 3.08 3.11 3.10 3.07 3.10





Ch. 3 - Pg. 37



City services (overall)

2003 2005 2007 2009 2011 2013

Very Satisfied 15.4% 19.2% 16.8% 24.4% 20.8% 19.2%

Satisfied 77.8% 73.4% 76.6% 67.0% 70.2% 74.6%

Dissatisfied 6.2% 6.6% 6.0% 8.2% 7.6% 4.8%


100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=499) (n=500) (n=500) (n=500) (n=500) (n=504)

Mean (Average) = 3.08 3.11 3.10 3.15 3.10 3.12





Ch. 3 - Pg. 38

Summary Table:Percent Satisfied

(“Very Satisfied” + “Satisfied”)(In descending order based on the 2013 column)

Overall, are you Very Satisfied, Satisfied, Dissatisfied, or Very Dissatisfied with:

2003 2005 2007 2009 2011 2013

Fire Department services 99.0% 99.4% 99.4% 99.0% 98.8% 99.4%

Paramedic & Rescue Squad services 98.0% 96.8% 97.6% 97.8% 98.4% 99.0%

The City’s public libraries 95.6% 97.4% 98.0% 98.0% 98.9% 98.0%

The 911 Emergency Telephone Center 95.7% 96.4% 97.3% 98.6% 97.0% 97.6%

Recreation centers 95.6% 94.0% 96.8% 95.2% 93.5% 96.2%

Museums, the aquarium, & cultural arts activities 94.2% 93.8% 94.0% 93.0% 94.4% 95.6%

Parks 95.8% 92.8% 95.2% 93.2% 93.6% 94.8%

Overall satisfaction with City services 93.2% 92.6% 93.4% 91.4% 91.0% 93.8%

Horticultural & Agricultural services (incl. the Farmers Market) 93.9% 93.8% 91.1% 90.6% 93.8% 92.4%

The overall appearance of the City 89.2% 91.4% 95.6% 94.0% 94.0% 92.3%

The courtesy of City employees 91.4% 91.2% 94.2% 90.4% 91.3% 92.1%

Police Department services 95.0% 95.8% 94.0% 92.2% 92.2% 91.5%

The overall appearance of your neighborhood 90.0% 90.0% 89.4% 93.4% 88.0% 91.3%

The public beaches in the City 82.2% 83.4% 85.7% 88.6% 88.2% 89.1%

The City’s 3-1-1 system n/a n/a n/a n/a n/a 88.0%

The public school system in Virginia Beach n/a n/a 86.2% 88.0% 85.7% 88.0%

City trash collection & recycling services 92.8% 91.8% 90.4% 90.4% 83.6% 85.7%

The City’s drinking water & sanitary sewer services n/a n/a 86.0% 88.6% 87.4% 81.9%

(continued)


Ch. 3 - Pg. 39

Summary Table:Percent Satisfied (cont’d)

(“Very Satisfied” + “Satisfied”)

Overall, are you Very Satisfied, Satisfied, Dissatisfied, or Very Dissatisfied with:

2003 2005 2007 2009 2011 2013The City’s efforts to protect natural resources, the environment, & open green space 74.1% 63.9% 64.6% 70.9% 80.2% 81.3%

The condition of the streets in your neighborhood n/a n/a n/a 81.1% 78.2% 81.3%

The City’s work with other area communities to address issues impacting our region 72.3% 72.7% 75.0% 73.1% 77.0% 79.2%

The City’s mental health & intellectual disability services 78.4% 78.1% 83.2% 82.2% 82.8% 79.1%

The City’s efforts to combat gang activity & gang violence n/a n/a 75.8% 73.1% 77.5% 78.9%

The job opportunities in Virginia Beach 77.9% 77.3% 80.2% 69.8% 73.7% 78.3%

The level of communication the City has with its residents n/a n/a n/a n/a 73.3% 75.2%

Services for needy or homeless families 69.0% 62.0% 73.4% 74.3% 71.9% 74.5%

Planning for residential development 61.2% 55.8% 50.5% 61.7% 64.7% 72.2%

Planning & construction of new City roads 49.4% 45.6% 51.5% 48.4% 59.1% 70.2%

The opportunity citizens have to share their ideas or opinions before the City makes important decisions n/a n/a 59.0% 60.7% 61.9% 70.1%

Maintenance of existing City roads & bridges 61.4% 64.4% 64.3% 62.8% 61.1% 68.7%

The flow of traffic in the City 39.2% 32.8% 36.0% 39.6% 40.2% 51.6%


Ch. 3 - Pg. 40

Summary Table:Average Ratings

(In descending order based on the 2013 column)

These averages could range from a 1.0 (Very Dissatisfied) to a 4.0 (Very Satisfied). The midpoint ofthis rating scale is 2.5. T-Tests were performed to isolate any significant changes in the averagescores over the years. Those results are shown to the right of the 2013 column. The t-Test key canbe found on page 43.

Overall, are you Very Satisfied (4), Satisfied (3), Dissatisfied (2), or Very Dissatisfied (1) with:

2003 2005 2007 2009 2011 2013

Paramedic & Rescue Squad services 3.43 3.31 3.50 3.51 3.53 3.52 a b

Fire Department services 3.47 3.39 3.49 3.49 3.49 3.50 b

Museums, the aquarium, & cultural arts activities 3.27 3.35 3.38 3.38 3.41 3.41 a

The City’s public libraries 3.39 3.47 3.52 3.50 3.49 3.41 x y z

Recreation centers 3.23 3.37 3.45 3.40 3.34 3.40 a

The 911 Emergency Telephone Center 3.26 3.23 3.34 3.37 3.37 3.35 a b

Parks 3.23 3.27 3.34 3.33 3.29 3.32 a

Police Department services 3.33 3.29 3.33 3.30 3.32 3.31

The overall appearance of your neighborhood 3.20 3.23 3.30 3.32 3.20 3.30 a e

The public beaches in the City 3.09 3.07 3.15 3.19 3.21 3.21 a b

Horticultural & Agricultural services (incl. the Farmers Market) 3.21 3.15 3.17 3.13 3.25 3.20

The public school system in Virginia Beach n/a n/a 3.18 3.22 3.15 3.18

The overall appearance of the City 3.12 3.15 3.22 3.21 3.19 3.17

Overall satisfaction with City services 3.08 3.11 3.10 3.15 3.10 3.12

The courtesy of City employees 3.08 3.08 3.11 3.10 3.07 3.10

City trash collection & recycling services 3.30 3.20 3.22 3.26 3.07 3.10 v w x y

(continued)


Ch. 3 - Pg. 41

Summary Table:Average Ratings (cont’d)

These averages could range from a 1.0 (Very Dissatisfied) to a 4.0 (Very Satisfied). The midpoint ofthis rating scale is 2.5. T-Tests were performed to isolate any significant changes in the averagescores over the years. Those results are shown to the right of the 2013 column. The t-Test key canbe found on page 43.


2003 2005 2007 2009 2011 2013The condition of the streets in your neighborhood n/a n/a n/a 3.06 2.97 3.02

The City’s drinking water & sanitary sewer services n/a n/a 3.10 3.18 3.11 3.01 x y z

The City’s 3-1-1 system n/a n/a n/a n/a n/a 3.01

The City’s efforts to protect natural resources, the environment, & open green space 2.82 2.66 2.69 2.82 2.92 2.93 a b c d

The City’s efforts to combat gang activity & gang violence n/a n/a 2.85 2.82 2.86 2.93 d

The job opportunities in Virginia Beach 2.90 2.88 2.95 2.78 2.81 2.90 d e

The City’s work with other area communities to address issues impacting our region 2.76 2.76 2.82 2.79 2.81 2.85 a b

The level of communication the City has with its residents n/a n/a n/a n/a 2.81 2.85

The City’s mental health & intellectual disability services 2.81 2.83 2.93 2.92 2.91 2.85 x

Services for needy or homeless families 2.69 2.64 2.80 2.79 2.76 2.81 a b

Planning for residential development 2.60 2.51 2.47 2.61 2.67 2.77 a b c d e

The opportunity citizens have to share their ideas or opinions before the City makes makes important decisions n/a n/a 2.61 2.61 2.63 2.72 c d e

Maintenance of existing City roads & bridges 2.63 2.66 2.67 2.61 2.62 2.72 a d e

(continued)


Ch. 3 - Pg. 42

Summary Table:Average Ratings (cont’d)

These averages could range from a 1.0 (Very Dissatisfied) to a 4.0 (Very Satisfied). The midpoint ofthis rating scale is 2.5. T-Tests were performed to isolate any significant changes in the averagescores over the years. Those results are shown to the right of the 2013 column.


2003 2005 2007 2009 2011 2013

Planning & construction of new City roads 2.43 2.39 2.47 2.43 2.56 2.70 a b c d e

The flow of traffic in the City 2.25 2.15 2.19 2.28 2.28 2.44 a b c d e

t-TEST KEY: a = significant improvement over 2003 v = significant decline from 2003

b = significant improvement over 2005 w = significant decline from 2005

c = significant improvement over 2007 x = significant decline from 2007

d = significant improvement over 2009 y = significant decline from 2009

e = significant improvement over 2011 z = significant decline from 2011

(Based on a Two-Tailed t-Test analysis on the means.)


Ch. 3 - Pg. 43

Use of City Services

We’d like to know which programs and services provided by the City of Virginia Beach you or othermembers of your household have used in the past 12 months. Have you:

Been to a Virginia Beach recreation center

2003 2005 2007 2009 2011 2013

Yes 58.8% 56.2% 58.6% 55.8% 50.8% 52.2%

No 41.2% 43.8% 41.4% 44.2% 49.2% 47.8%

100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=500) (n=500) (n=500) (n=500) (n=500) (n=504)

Visited a City park

2003 2005 2007 2009 2011 2013

Yes 77.6% 71.2% 79.8% 84.8% 75.2% 75.4%

No 22.4% 28.8% 20.2% 15.2% 24.8% 24.6%

100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=500) (n=500) (n=500) (n=500) (n=500) (n=504)

Visited a public beach in Virginia Beach

2003 2005 2007 2009 2011 2013

Yes 78.4% 77.4% 79.6% 85.0% 81.6% 80.8%

No 21.6% 22.6% 20.4% 15.0% 18.4% 19.2%

100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=500) (n=500) (n=500) (n=500) (n=500) (n=504)

Visited a Virginia Beach public library and/or accessed library information by computer from yourhome or work

2003 2005 2007 2009 2011 2013

Yes 79.8% 73.6% 81.6% 80.6% 79.5% 74.6%

No 20.2% 26.4% 18.4% 19.4% 20.5% 25.4%

100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=500) (n=500) (n=500) (n=500) (n=444) (n=504)


Ch. 3 - Pg. 44

Use of City Services

In the past 12 months, have you or other members of your household:

Visited a museum, the aquarium, or attended a cultural arts activity in Virginia Beach

2003 2005 2007 2009 2011 2013

Yes 62.8% 65.4% 67.4% 69.4% 70.4% 62.9%

No 37.2% 34.6% 32.6% 30.6% 29.6% 37.1%

100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=500) (n=500) (n=500) (n=500) (n=500) (n=504)

Had any contact with or observed Public Safety, which includes Police, Fire, or Rescue services andthe enhanced 911 system

2003 2005 2007 2009 2011 2013

Yes n/a n/a 73.4% 72.2% 64.4% 65.5%

No 26.6% 27.8% 35.6% 34.5%

100.0% 100.0% 100.0% 100.0%

(n=500) (n=500) (n=500) (n=504)

Contacted the City by phone (which includes the 3-1-1 system), by Internet, or in person to report aproblem, for information, or to conduct business

2003 2005 2007 2009 2011 2013

Yes 79.4% 76.2% 63.6% 66.2% 61.4% 55.0%

No 20.6% 23.8% 36.4% 33.8% 38.6% 45.0%

100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=500) (n=500) (n=500) (n=500) (n=500) (n=504)


Ch. 3 - Pg. 45

Summary Table:Percent Who Said “Yes”


In the past 12 months, have you or other members of your household:

2003 2005 2007 2009 2011 2013

Visited a public beach in Virginia Beach 78.4% 77.4% 79.6% 85.0% 81.6% 80.8%

Visited a City park 77.6% 71.2% 79.8% 84.8% 75.2% 75.4%

Visited a Virginia Beach public library and/or accessed library information by computer from your home or work 79.8% 73.6% 81.6% 80.6% 79.5% 74.6%

Had any contact with or observed Public Safety, which includes Police, Fire, or Rescue services and the enhanced 911 system n/a n/a 73.4% 72.2% 64.4% 65.5%

Visited a museum, the aquarium, or attended a cultural arts activity in Virginia Beach 62.8% 65.4% 67.4% 69.4% 70.4% 62.9%

Contacted the City by phone (incl. the 3-1-1 system), by Internet, or in person to report a problem, for information, or to conduct business 79.4% 76.2% 63.6% 66.2% 61.4% 55.0%

Been to a Virginia Beach recreation center 58.8% 56.2% 58.6% 55.8% 50.8% 52.2%

(approx. sample sizes º ) (n=500) (n=500) (n=500) (n=500) (n=500) (n=504)


Ch. 3 - Pg. 46

Percent Satisfied* With Some City ServicesUser vs. Non-User

Overall, are you satisfied with:

2007 2009 2011 2013

Use** Don’t Use** Don’t Use** Don’t Use** Don’t

The City’s recreation centers 96.6% 97.0% 95.0% 95.5% 93.7% 93.4% 97.0% 95.4%

The City’s parks 95.2% 95.0% 92.5% 97.4% 92.3% 97.6% 96.3% 90.3%

The City’s public beaches 85.4% 86.9% 89.2% 85.3% 89.5% 82.4% 89.9% 85.6%

The City’s public libraries 97.8% 98.9% 98.3% 96.9% 98.6% 100.0% 97.6% 99.2%

The museums, the aquarium, & cultural arts activities in Virginia Beach 92.9% 96.2% 93.7% 91.3% 93.5% 96.6% 95.9% 95.2%

The courtesy of City employees 94.0% 94.5% 90.6% 89.8% 89.3% 94.7% 90.3% 94.3%

* As in prior years, the term “Satisfied” combines Very Satisfied and Satisfied responses. Because of

space constraints, the 1995, 1998, 2000, 2003, and 2005 columns were removed.

** Had contact with or used that service.


Ch. 3 - Pg. 47

2013 Ratings Only

Avg. Satisfaction Scores for Some City ServicesUser vs. Non-User Ratings

These averages could range from a 1.0 (Very Dissatisfied) to a 4.0 (Very Satisfied). The midpoint ofthis rating scale is 2.5. T-Tests were performed to isolate any significant differences in satisfactionbetween the “user” and “non-user” ratings. Those results are shown to the right of the 2013 OverallAvg. column.


2013 2013 2013Users** Non-Users Overall Avg.

The museums, the aquarium, & cultural arts activities in Virginia Beach 3.51 3.24 3.41 a

The City’s public libraries 3.45 3.28 3.41 a

The City’s recreation centers 3.52 3.26 3.40 a

The City’s parks 3.38 3.14 3.32 a

The City’s public beaches 3.27 2.96 3.21 a

The courtesy of City employees 3.12 3.07 3.10

t-TEST KEY: a = Users rated significantly higher

b = Non-users rated significantly higher


**Had contact with or used that service.


Ch. 3 - Pg. 48

Preferred Way to Receive Info

How do you prefer to get information about City programs, services, and issues?

2003 2005 2007 2009 2011 2013

The City’s website, VBGov.com n/a n/a n/a n/a 17.8% 23.8%

Email from the City 18.6% 23.2%

In the printed newspaper 13.4% 18.8%

Send pamphlets or newsletter in the mail 21.8% 12.5%

“Regular” TV news 8.0% 6.0%

I will call the City to ask for needed information 3.4% 4.4%

The City’s cable TV channels 3.4% 2.8%

311 Call Center 0.6% 2.6%

Pilot Online 1.8% 2.0%

Have a staff member or recorded message call me 2.6% 1.6%

Word of mouth from friends/family 1.8% 1.0%

Facebook/Twitter 1.0% 0.4%

Start sending out Beach Magazine again 0.2% 0.4%

Send a text to me 0.0% 0.4%

Connect your links to popular search engines 1.4% 0.2%

List things on HamptonRoads.com 1.4% 0.0%

Disseminate what’s happening on other websites 1.2% 0.0%

Civic league meetings 0.8% 0.0%

Have a recorded message call me periodically 0.4% 0.0%

Radio 0.2% 0.0%

Hold Town Hall meetings 0.2% 0.0%

100.0% 100.0%

(n=500) (n=504)


Ch. 3 - Pg. 49

Agreement With StatementsAbout Virginia Beach

Do you Strongly Agree, Agree, Disagree, or Strongly Disagree with these statements:

“Virginia Beach is a good place to live.”

2003 2005 2007 2009 2011 2013

Strongly Agree 36.2% 33.8% 39.0% 50.0% 46.2% 44.6%

Agree 60.4% 61.8% 57.0% 47.4% 51.0% 51.4%

Disagree 2.2% 3.8% 3.6% 2.0% 2.2% 3.4%

Strongly Disagree 1.2% 0.6% 0.4% 0.6% 0.6% 0.6%

100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=500) (n=500) (n=500) (n=500) (n=500) (n=504)

Mean (Average) = 3.32 3.29 3.35 3.47 3.43 3.40

Overall Percent Who Agreed = 96.6% 95.6% 96.0% 97.4% 97.2% 96.0%


“For the most part, I can conveniently access City services.”

2003 2005 2007 2009 2011 2013

Strongly Agree 16.8% 19.4% 27.8% 35.4% 31.4% 27.4%

Agree 77.8% 75.4% 67.6% 60.0% 62.4% 68.1%

Disagree 4.4% 4.8% 4.4% 4.0% 5.6% 4.0%


100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=500) (n=500) (n=500) (n=500) (n=500) (n=504)

Mean (Average) = 3.10 3.14 3.23 3.30 3.25 3.22



Mean Scale: 4 = Strongly Agree3 = Agree2 = Disagree1 = Strongly Disagree


Ch. 3 - Pg. 50



“I know how to inform the City about the way I feel on important issues.”

2003 2005 2007 2009 2011 2013

Strongly Agree 14.7% 16.9% 12.2% 17.0% 15.8% 14.1%

Agree 61.8% 58.4% 58.4% 53.1% 56.3% 61.3%

Disagree 20.5% 21.1% 27.0% 24.6% 25.1% 21.4%


100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=498) (n=498) (n=500) (n=499) (n=499) (n=504)

Mean (Average) = 2.88 2.89 2.80 2.82 2.85 2.86



“My neighborhood is a safe place to live.”

2003 2005 2007 2009 2011 2013

Strongly Agree 27.4% 26.4% 29.6% 36.6% 30.4% 26.4%

Agree 69.0% 67.2% 63.6% 57.0% 61.6% 64.3%

Disagree 2.8% 5.8% 5.6% 5.8% 6.8% 8.3%


100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=500) (n=500) (n=500) (n=500) (n=500) (n=504)

Mean (Average) = 3.23 3.19 3.22 3.30 3.21 3.16





Ch. 3 - Pg. 51



“The houses in my neighborhood are well-maintained.”

2003 2005 2007 2009 2011 2013

Strongly Agree n/a n/a n/a n/a 28.0% 24.8%

Agree 61.8% 66.5%

Disagree 9.4% 7.3%

Strongly Disagree 0.8% 1.4%

100.0% 100.0%

(n=500) (n=504)

Mean (Average) = 3.17 3.15

Overall Percent Who Agreed = 89.8% 91.3%

# of people who had no opinion(excluded from calculations) = 0 0

“Virginia Beach, in general, is a safe place to live.”

2003 2005 2007 2009 2011 2013

Strongly Agree 20.6% 18.5% 19.8% 26.6% 27.6% 24.4%

Agree 75.0% 76.3% 73.0% 67.6% 67.0% 70.4%

Disagree 3.8% 5.0% 7.0% 5.8% 5.0% 4.6%


100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=500) (n=498) (n=500) (n=500) (n=500) (n=504)

Mean (Average) = 3.16 3.13 3.12 3.21 3.22 3.19





Ch. 3 - Pg. 52



“Overall, I receive a good value for my City tax dollar.”

2003 2005 2007 2009 2011 2013

Strongly Agree 11.2% 12.6% 10.3% 14.8% 14.6% 13.3%

Agree 65.9% 63.2% 63.9% 62.4% 60.4% 67.3%

Disagree 19.6% 20.0% 20.0% 18.8% 22.8% 15.3%


100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=499) (n=494) (n=496) (n=500) (n=500) (n=504)

Mean (Average) = 2.85 2.84 2.79 2.88 2.87 2.90



“I would like to have more alternatives to using my car to get around the City.”

2003 2005 2007 2009 2011 2013

Strongly Agree n/a n/a n/a 22.2% 22.9% 15.7%

Agree 54.8% 47.3% 47.0%

Disagree 18.6% 25.4% 32.5%

Strongly Disagree 4.4% 4.4% 4.8%

100.0% 100.0% 100.0%

(n=500) (n=497) (n=504)

Mean (Average) = 2.95 2.89 2.74

Overall Percent Who Agreed = 77.0% 70.2% 62.7%




Ch. 3 - Pg. 53


Do you Strongly Agree, Agree, Disagree, or Strongly Disagree with this statement:

“The roads I use in Virginia Beach are generally too congested.”

2003 2005 2007 2009 2011 2013

Strongly Agree n/a n/a n/a 27.0% 26.6% 20.4%

Agree 47.2% 45.6% 47.0%

Disagree 23.2% 27.0% 30.0%

Strongly Disagree 2.6% 0.8% 2.6%

100.0% 100.0% 100.0%

(n=500) (n=500) (n=504)

Mean (Average) = 2.99 2.98 2.85

Overall Percent Who Agreed = 74.2% 72.2% 67.5%




Ch. 3 - Pg. 54

Summary Table:Percent Who Agreed

(“Strongly Agree” + “Agree”)(In descending order based on the 2013 column)

Do you Strongly Agree, Agree, Disagree, or Strongly Disagree with these statements about VirginiaBeach:

2003 2005 2007 2009 2011 2013

“Virginia Beach is a good place to live.” 96.6% 95.6% 96.0% 97.4% 97.2% 96.0%

“For the most part, I can conveniently access City services.” 94.6% 94.8% 95.4% 95.4% 93.8% 95.4%

“Virginia Beach, in general, is a safe place to live.” 95.6% 94.8% 92.8% 94.2% 94.6% 94.8%

“The houses in my neighborhood are well- maintained.” n/a n/a n/a n/a 89.8% 91.3%

“My neighborhood is a safe place to live.” 96.4% 93.6% 93.2% 93.6% 92.0% 90.7%

“Overall, I receive a good value for my City tax dollar.” 77.2% 75.7% 74.2% 77.2% 75.0% 80.6%

“I know how to inform the City about the way I feel on important issues.” 76.5% 75.3% 70.6% 70.1% 72.1% 75.4%

“The roads I use in Virginia Beach are generally too congested.” n/a n/a n/a 74.2% 72.2% 67.5%

“I would like to have more alternatives to using my car to get around the City.” n/a n/a n/a 77.0% 70.2% 62.7%


Ch. 3 - Pg. 55

Summary Table:Average Agreement Scores


These averages could range from a 1.0 (Strongly Disagree) to a 4.0 (Strongly Agree). The midpointof this rating scale is 2.5. T-Tests were performed to isolate any significant changes in the averagescores over the years. Those results are shown to the right of the 2013 column.

Do you Strongly Agree (4), Agree (3), Disagree (2), or Strongly Disagree (1) with these statementsabout Virginia Beach:

2003 2005 2007 2009 2011 2013

“Virginia Beach is a good place to live.” 3.32 3.29 3.35 3.47 3.43 3.40 a b

“For the most part, I can conveniently access City services.” 3.10 3.14 3.23 3.30 3.25 3.22 a b y

“Virginia Beach, in general, is a safe place to live.” 3.16 3.13 3.12 3.21 3.22 3.19

“My neighborhood is a safe place to live.” 3.23 3.19 3.22 3.30 3.21 3.16 y

“The houses in my neighborhood are well-maintained.” n/a n/a n/a n/a 3.17 3.15

“Overall, I receive a good value for my City tax dollar.” 2.85 2.84 2.79 2.88 2.87 2.90 c

“I know how to inform the City about the way I feel on important issues.” 2.88 2.89 2.80 2.82 2.85 2.86

“The roads I use in Virginia Beach are generally too congested.” n/a n/a n/a 2.99 2.98 2.85 y z

“I would like to have more alternatives to using my car to get around the City.” n/a n/a n/a 2.95 2.89 2.74 y z

t-TEST KEY: a = significant improvement over 2003 v = significant decline from 2003

b = significant improvement over 2005 w = significant decline from 2005

c = significant improvement over 2007 x = significant decline from 2007

d = significant improvement over 2009 y = significant decline from 2009

e = significant improvement over 2011 z = significant decline from 2011



Ch. 3 - Pg. 56

Most Important Thing City Should Focus On(2013 Responses Only)

What is the ONE most important thing the City should do to make Virginia Beach a better placeto live?

Percentage

I think everything is fine 11.3%

Improve the roads, build more roads, or finish sooner 11.1%

Reduce the traffic flow problems in the City 7.1%

Improve the schools (more funding/smaller classes) 6.5%

The City needs more good jobs/employment opportunities 5.6%

Just listen more to citizens/Do more surveys 5.2%

Do the light rail project 4.4%

Reduce crime 4.2%

Lower my taxes/fees 4.2%

Offer more activities and things to do 2.2%

Stop wasting money and spend our tax dollars carefully 2.0%

More information should be shared with citizens 2.0%

I disagree with some elected officials' views 2.0%

Solve the homeless problem 1.8%

More police presence 1.6%

Focus more on locals, not tourists or businesses 1.6%

Promote tourism more 1.4%

Don't do the light rail project 1.4%

Create and preserve more green space 1.4%

We need more street sweeping and litter control 1.4%

Stop or reduce population growth 1.2%

The cost of living is too high 1.2%

Increase teachers' pay 1.2%

Need more/free beachfront parking for locals 1.2%

The City needs to plan better for growth 1.0%

Stop jet noise at night 1.0%

Control gangs/Stop gang activity 1.0%

Police should enforce the law more (e.g., at the oceanfront) 1.0%

Add more public transportation 1.0%

Increase beautification efforts in the City 1.0%

Add more bike lanes 1.0%

Too much residential development 0.8%

Build more affordable housing 0.8%

Get money from sources other than citizens 0.8%

Don't get involved in public-private partnerships 0.8%

(continued)


Ch. 3 - Pg. 57

Most Important Thing City Should Focus On (cont’d)

(2013 Responses Only)

What is the ONE most important thing the City should do to make Virginia Beach a better placeto live? (cont’d)

Percentage

We need more recreation and activities for our youth 0.6%

Do more for needy residents 0.6%

Stricter rules at oceanfront 0.4%

Reduce racial prejudice 0.4%

Raise City employees' wages/Treat them better 0.4%

Maintain existing green spaces better 0.4%

Build more parks 0.4%

Need more code enforcement 0.4%

Improve our emergency preparedness plans 0.4%

Focus more on regionalism and regional solutions 0.4%

Too much commercial development 0.2%

Install more neighborhood street lights 0.2%

Don't let the North End Civic League be in charge of zoning 0.2%

Get rid of illegal immigrants on government assistance 0.2%

Attract more quality retail stores 0.2%

Build more branch libraries 0.2%

Have more customer service training for City employees 0.2%

City staff should respond to requests more quickly 0.2%

Provide more mosquito control services 0.2%

Don't allow Sentara to close needed hospitals 0.2%

Reduce the excessive regulations 0.2%

Don't use eminent domain to take private properties 0.2%

Build more schools 0.2%

100.0%

(n=504)


Ch. 3 - Pg. 58

What Virginia Beach Should be Known for in 2040(From the 2013 Survey Only)

Please think about the future of the City for a moment. In 27 years, it will be the year 2040. What doyou think the City of Virginia Beach should be known for in 2040? (Probe: What is the mostimportant thing?)

Percentage

A great place for tourists to visit 17.5%

A safe city 14.1%

A great beach 9.7%

A nice place to live/good quality of life 8.7%

A place with a strong economy and good jobs 5.4%

A place with quality schools 5.2%

A nice place to raise a family 4.0%

A clean city 3.8%

A city with good government 3.8%

Keep it as it is now 3.2%

A friendly place 3.0%

A place with light rail 2.2%

A family-oriented place 2.0%

A strong military 1.8%

A place with natural/green spaces 1.6%

An attractive city 1.6%

Good roads/good traffic flow 1.6%

A place that manages growth well 1.4%

A place with a professional sports team 1.4%

Good public transit options 1.2%

A place with good recreational opportunities 0.8%

A place with strong community ties/respect for diversity 0.8%

A city that pro-actively managed sea-rise 0.6%

A place with more to do/attractions 0.6%

A city that provides for those in need/trouble 0.6%

A place with good transportation 0.6%

A good place to retire 0.4%

A city that focuses on the residents, not the tourists 0.4%

A place with less jet noise 0.4%

A city with good disaster planning 0.4%

Other miscellaneous comments 1.6%

100.0%

(n=504)


Chapter Four:Demographics


Ch. 4 - Pg. 59

Demographics

Zip Code of Residence

2003 2005 2007 2009 2011 2013

23451 13.4% 13.4% 12.8% 13.4% 13.4% 12.5%

23452 14.0% 14.0% 14.0% 14.0% 14.0% 13.1%

23453 7.6% 7.6% 7.6% 7.6% 7.6% 7.3%

23454 14.2% 14.2% 14.0% 14.2% 14.2% 13.7%

23455 11.4% 11.4% 11.4% 11.4% 11.4% 11.3%

23456 9.2% 9.2% 9.8% 9.2% 9.2% 10.7%

23457 0.8% 0.8% 1.0% 0.8% 0.8% 1.4%

23459 0.0% 0.2% 0.0% 0.0% 0.0% 0.0%

23462 14.2% 14.0% 14.2% 14.2% 14.2% 14.5%

23464 15.2% 15.2% 15.2% 15.2% 15.2% 15.5%

100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=500) (n=500) (n=500) (n=500) (n=500) (n=504)

Do you own your home or do you rent?

2003 2005 2007 2009 2011 2013

Owns/Has mortgage 76.8% 73.2% 78.0% 71.0% 71.8% 74.8%

Rents 23.2% 26.8% 22.0% 29.0% 28.2% 25.2%

100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=500) (n=500) (n=500) (n=500) (n=500) (n=504)

How many years have you lived in Virginia Beach?

2003 2005 2007 2009 2011 2013

5 years or fewer 17.8% 15.0% 17.0% 16.4% 15.4% 11.1%

6 to 10 years 17.6% 14.8% 13.6% 13.0% 10.0% 12.5%

11 to 20 years 25.2% 25.4% 24.4% 21.8% 26.0% 23.4%

21 to 30 years 39.4% 44.8% 20.8% 22.8% 24.0% 23.6%

31 or more years 24.2% 26.0% 24.6% 29.4%

100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=500) (n=500) (n=500) (n=500) (n=500) (n=504)

Mean # of Years = 19.6 yrs. 21.8 yrs. 20.9 yrs. 21.7 yrs. 22.3 yrs. 23.9 yrs.

Median # of Years = 17.0 yrs. 20.0 yrs. 20.0 yrs. 20.0 yrs. 20.0 yrs. 22.0 yrs.

{{


Ch. 4 - Pg. 60

Demographics

Do you have any children under the age of 18 living in your household?

2003 2005 2007 2009 2011 2013

Yes 43.2% 39.8% 35.6% 38.0% 37.8% 37.5%

No 56.8% 60.2% 64.4% 62.0% 62.2% 62.5%

100.0% 100.0% 100.0% 100.0% 100.0% 100.0%(n=500) (n=500) (n=500) (n=500) (n=500) (n=504)

Are you registered to vote in the City of Virginia Beach?

2003 2005 2007 2009 2011 2013

Yes 79.4% 81.8% 81.2% 83.8% 78.8% 78.0%

No 20.6% 18.2% 18.8% 16.2% 21.2% 22.0%

100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=500) (n=500) (n=500) (n=500) (n=500) (n=504)

Age of Respondent

2003 2005 2007 2009 2011 2013

18 to 25* 9.0% 7.0% 6.0% 9.6% 7.0% 6.9%

26 to 34 14.0% 16.6% 16.0% 20.4% 19.8% 18.7%

35 to 44 26.2% 24.0% 24.8% 22.4% 22.4% 20.0%

45 to 54 20.6% 24.2% 24.0% 20.6% 20.4% 20.2%

55 to 64 15.2% 14.2% 14.4% 13.2% 13.4% 15.9%

65 or older 15.0% 14.0% 14.8% 13.8% 17.0% 18.3%

100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=500) (n=500) (n=500) (n=500) (n=500) (n=504)

Mean Age = 46.7 yrs. 46.6 yrs. 46.7 yrs. 44.7 yrs. 46.5 yrs. 47.8 yrs.

Median Age = 45.4 yrs. 46.0 yrs. 46.3 yrs. 44.7 yrs. 45.4 yrs. 47.2 yrs.

*This survey only included those who were a head of household.

Ethnic Origin of Respondent

2003 2005 2007 2009 2011 2013

White (Caucasian) 77.6% 74.4% 74.2% 69.6% 72.4% 72.0%

African American 13.4% 19.0% 21.2% 17.4% 17.0% 19.0%

Filipino American/Asian/Pacific Islander 4.4% 3.8% 2.4% 6.2% 5.4% 4.0%

Hispanic 3.2% 2.2% 1.2% 4.0% 3.6% 3.6%

Other 1.4% 0.6% 1.0% 2.8% 1.6% 1.4%

100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=500) (n=500) (n=500) (n=500) (n=500) (n=504)


Ch. 4 - Pg. 61

Demographics

Educational Attainment of Respondent

2003 2005 2007 2009 2011 2013

High school or less 26.6% 25.2% 22.6% 18.0% 19.4% 20.6%

1-3 years college or completed a trade school 34.6% 33.0% 77.4% 82.0% 38.0% 32.9%

A 4-year college degree 22.4% 29.2% 25.6% 30.4%

Completed a graduate degree 16.4% 12.6% 17.0% 16.1%

100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=500) (n=500) (n=500) (n=500) (n=500) (n=504)

NOTE: In 2007 and 2009 (at the request of the client), the education categories were “High school or less”and “Beyond high school.”

Yearly Household Income*

2003 2005 2007 2009 2011 2013

Under $20,000 6.9% 5.3% 5.7% 6.3% 7.3% 7.7%

$20,000 to $39,999 22.7% 18.4% 15.6% 12.0% 16.9% 15.4%

$40,000 to $59,999 26.9% 28.7% 22.4% 16.9% 17.9% 17.0%

$60,000 to $79,999 17.6% 20.2% 18.7% 19.1% 15.7% 14.8%

$80,000 to $99,999 11.8% 12.1% 14.2% 14.7% 14.5% 16.2%

$100,000 to $124,999 14.1% 15.2% 13.3% 17.5% 14.9% 14.0%

$125,000 to $149,999 10.1% 13.4% 12.8% 6.5%

$150,000 or more 8.5%

100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=490) (n=494) (n=487) (n=491) (n=491) (n=494)

Mean Income = $60,012 $62,648 $71,376 $77,576 $73,495 $78,197Median Income = $55,151 $58,309 $66,703 $75,425 $70,000 $73,424

* In 2003 and 2005, the highest category was “$100,000 or more.”In 2007, 2009, and 2011, the highest category was “$125,000 or more.”

Gender of Respondent

2003 2005 2007 2009 2011 2013

Male 49.8% 50.0% 49.0% 49.8% 49.6% 47.4%

Female 50.2% 50.0% 51.0% 50.2% 50.4% 52.6%

100.0% 100.0% 100.0% 100.0% 100.0% 100.0%

(n=500) (n=500) (n=500) (n=500) (n=500) (n=504)

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Appendices:

Zip Code Maps

Misc. Reasons for Dissatisfaction

Complete Comments for:“Envisioning the Year 2040”

Questionnaire Form

Under 70%70.0% to 79.9%80.0% to 84.9%85.0% to 89.9%90.0% to 94.9%95.0% to 99.9%100%

Percent Satisfied WithCity Services Overall

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23451 93.7% (n=63) 23452 89.4% (n=66) 23453 100.0% (n=37) 23454 91.3% (n=69) 23455 96.5% (n=57) 23456 94.4% (n=54) 23457 85.7% (n=7) 23462 93.2% (n=73) 23464 96.2% (n=78)

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Percent Satisfied With OverallAppearance of My Neighborhood

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23451 92.1% (n=63) 23452 84.8% (n=66) 23453 89.2% (n=37) 23454 95.7% (n=69) 23455 94.7% (n=57) 23456 96.3% (n=54) 23457 100.0% (n=7) 23462 89.0% (n=73) 23464 88.5% (n=78)

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Percent Satisfied With Condition ofStreets in My Neighborhood


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23451 82.5% (n=63) 23452 71.2% (n=66) 23453 91.9% (n=37) 23454 87.0% (n=69) 23455 82.5% (n=57) 23456 75.9% (n=54) 23457 85.7% (n=7) 23462 84.9% (n=73) 23464 78.2% (n=78)

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Appendices - Pg. 65

Reasons for Dissatisfaction(2013 Responses)

Because of space constraints on the survey instrument, only anecdotal information is used todescribe reasons some people were dissatisfied with a given service. Below is a summary ofthe sideline comments related to “Dissatisfied” ratings.

The overall appearance of the CityToo much trash lying around in the grass, especially around the highways.

Have you seen I-264? The Interstates are just awful and make our city look bad.

In the summertime, it doesn't seem as clean as it used to be at the beach and along the Boardwalk.

Some places are just terrible. W hole complexes are dilapidated and the grass needs cutting.

It looks too blue-collar or lower-income. Too many strip malls and not enough visually appealing properties.

Fire Department services(none)

Paramedic & Rescue Squad servicesW ell, I got in a car wreck, and they just let me walk away.

Police Department servicesI've had my share of run-ins with the police, and they are not honest.

Some police officers are quick to give a ticket, and they're trained to think that everyone is lying.

W e have crime, so put more focus on serving and protecting the citizens rather than giving tickets.

I had my house broken into. It took them 3 hrs. and 45 min. to return when they were only a mile away.

Not enough police on the street.

I had an accident, and the guy who hit me smelled of liquor and he was not given a test.

I'm a farmer, and the City won't cite someone for trespassing I have to swear out a warrant.

They strut around the streets like W yatt Earp, and they won't smile at you. That's no way to behave.

My car was broken into, and I was a victim of a hit-and-run, but they acted like it was nothing in both cases.

There are too many guns and drugs. The crime rate is high, and it doesn't seem to be going down.

Horticultural & Agricultural services, including the Farmers MarketThey don't have fresh produce. Some stuff you can easily buy in traditional stores.

There's very little produce anymore. It is not like it used to be years ago.

In terms of agricultural services, provide more things for free.

The Farmers Market doesn't help local farmers. Much of the food isn't local, but they advertise it as such.

The prices are off the charts at the Farmers Market.

The Farmers Market needs help. It used to be bustling and full. It needs revitalization and attention.

Public LibrariesThere are a lot of homeless people outside and inside of the Oceanfront Library. There is smoking and cursing, and

it's discouraging. Not family-friendly.

Recreation centersOurs is too crowded and it's not clean.

They need to expand to more locations and offer more creative things like cooking and pottery.

ParksI feel like they're unsafe.

I really don't see too many parks around here, so I think we need more.

W e definitely need more parks, green space, and trees.

Need more dog parks.

(continued)


Appendices - Pg. 66

Reasons for Dissatisfaction (cont’d)

(2013 Responses)

The 911 Emergency Telephone CenterEvery time I've called 911, I was put on hold. That's even though a human answered the first time.

The pits. I've been put on hold when someone was having seizures, and they got here 22 minutes later.

The City's museums, the aquarium, & cultural arts activitiesThe price is $40 to go. W ho has $40 for that?

On Veteran's Day, the Aquarium would not give me a discount. She said they only give it to active duty.

It's a little pricey. They've caved to tourism. They should give discounts to residents.

The public beaches in the CityI've seen too many homeless people at the beaches.

Lack of free parking.

Because they have too many rules.

I feel it's not safe.

I grew up here in the 1950's. Now, the beach is overcrowded, the dunes are gone, they overbuilt it, and the sand is

narrow.

Too many rules and regulations. You can go to the beach, but you can't have fun.

They're kind of dirty.

The parking is ridiculous. The price is ridiculous for residents.

Big Brother is always watching.

It's not local-friendly and parking is a hassle. So I go to Chick's Beach.

There's just a bunch of bums and potheads down there. I don't go there anymore.

The job opportunities in Virginia BeachI don't think the City pushes to get enough jobs here.

I don't think the beach will ever attract higher quality employers.

A lot of people are out of work, so it isn't good.

There aren't a lot of jobs, so you have to work in Norfolk.

There aren't many and many cut hours from full-time to part-time so they don't have to pay for insurance.

Most of the jobs are part-time, with no benefits.

They hire foreigners during summer instead of locals. It ain't right.

I'm a local business owner, and I can't afford employees without any capital or loans.

Everybody needs well-paying jobs, and there aren't that many well-paying jobs.

I was an instructor at ODU. If kids were looking for career opportunities, I'd advise them to leave.

W e try to present Virginia Beach favorably, but the jobs are limited to low pay. Light rail from Norfolk to Virginia Beach

would give more opportunity for people to get to work.

The City's drinking water & sanitary sewer servicesThe bill. They add on $80 for different taxes and services and things.

The price of the bill is $100 a month. My neighbor said hers was outrageously expensive, too.

My water has big black flakes in it, you can smell chlorine, and I think it could be toxic.

They're always out working on stuff in our cul-de-sac. The toilets don't flush like they should.

W e're paying for drainage on our streets and there is no drainage, so I feel the bill is too high.

Creed's School has bacteria in the water. Senior Resource Center has the same problem.

It's too expensive. The water bill has jumped up 36% over the last six months.

I don't drink City water. I don't think it's safe. I don't like fluoride or ammonia.

Ridiculously taxed, like someone sat around and wanted a raise, so they just jacked up the price.

The chlorine-y smell doesn't encourage me to pour a glass and drink it. I use bottled water.

Services for needy or homeless familiesThe problem is growing faster than what the city can keep up with. Provide more facilities for the homeless.

I work in the school system. I see a lot of it among the students, but not a lot of resources available.

I don't think the City has enough shelters. Many buildings could be converted.

(continued)


Appendices - Pg. 67


(2013 Responses)

Services for needy or homeless families (cont’d)Not enough shelters and some only open during winter and they're hard to get into.

My husband is on the JCOC board and Virginia Beach is giving them problems with facilities. The population that

needs it is not where the City wants to move it.

They have more animal shelters than homeless shelters.

W e need more shelters in Virginia Beach. It's the only city out of the seven that turns its head the other way when it

comes to the homeless. They need to be given more attention.

I'm very upset that the homeless are allowed to linger on the Boardwalk.

So many young, single people get HUD housing, yet a mother with two or three children can't get anything.

The City's mental health & intellectual disability servicesI know a woman who had mental illnesses and she got sent to jail. No facilities.

They don't have the amount of resources it takes to care for everyone.

W e need more preventive programs people can go to for help.

I'm a nurse, and days go by when a mentally-impaired person sits in the hospital because there are no beds at

facilities.

I have someone who is mentally challenged in my family and we're unaware of services to help.

They keep decreasing in-patient mental health facilities. There are often no beds.

I work with the disabled. There are not enough resources after age 18 or high school.

As far as I know, Virginia Beach has only one psychiatric facility, and that's not enough.

I see crazy people walking around on the streets.

The public school system in Virginia BeachThere are extreme stress factors on the teachers, and the good teachers are moving or quitting.

I wish they had more private schools.

Teacher salaries, work overload. They don't have time to teach anymore. Too many forms to fill out to teach reading,

writing, and arithmetic.

A lot of bussing issues. Buses are late, not showing up, no phone calls. There are transportation issues.

Changes in curriculum and grades. They're dumbing down with Core Curriculum and grading.

My wife is a teacher. I think the School Board is incompetent.

They did away with traditional grades. They put too much on these teachers and burn them out quickly.

The school buses are overcrowded.

I don't like the new grading system in the elementary schools. They're dumbing down the students.

My son quit school in the 9th grade and got his GED. He said if he didn't quit he would end up in jail because the kids

would start fights at Bayside.

I'm concerned about the liberalism of the teachers today.

I don't like the move to Common Core. I'm strongly opposed to the new grading system.

The overall appearance of your neighborhoodThere are rundown houses, unkempt lawns, and too many broken-down cars in driveways.

The houses are not maintained well. I don't think the City even gave permission to build this complex.

The streets are old and rough, and there are a lot of potholes and loose gravel.

Little attention is given to Chick's Beach.

There's a lack of code enforcement.

W e don't have curbs, so people think nothing of driving in people's yards.

The condition of the streets in your neighborhoodThe streets flood. A lot of the street drains aren't cleaned at all or enough.

It's the length of time it takes for some streets to be repaired versus others.

They're all cracked up, and there is now more of that crack repair stuff than asphalt.

Because I live next to a rich neighborhood and they get paved every year. I have yet to see ours get paved.

W e have a lot of potholes, partly because our neighborhood has a main road.

(continued)


Appendices - Pg. 68


(2013 Responses)

The condition of the streets in your neighborhood (cont’d)Drainage problems on the street cause the potholes, etc.

The drainage ditches are a problem. They don't drain water properly.

I've been trying to get a sweeper here and to get the storm drains cleared out.

The level of communication the City has with its residentsThey often don't respond to a problem. They take their time.

W ell, this is the first time in 15 years that I've talked to anybody from the City.

Here's an example of poor communication. This is the first survey I've seen.

I always have to go looking for information. I had even “liked” them on Facebook.

Because politicians lie to the people way too much.

They should have contacted us indicating when our street would be paved. They didn't.

They never tell you when they're going to work on something.

There's too much secrecy at the City with the Mayor and his deals.

They don't tell the truth. They are in the pockets of developers.

I don't think they're listening to us about The Tide.

The 3-1-1 systemMy friend called many times about a street light that never got fixed.

I didn't know about it, so they need to do more marketing.

Sometimes when I try to call, it puts me on hold.

I've tried to call, and they just told me to call another number. How did that save time?

It must not be publicized--I'd never heard of it.

The City's work with other area communities to address issues impacting our regionW e could do better with the transportation and roads. W e have always had an elitist attitude in dealing with other cities

in the area.

I think they don't recognize that we'd be much better as a whole than staying separate.

There should be cooperation on transportation, like the roadways and The Tide.

The cities around here don't talk to each other or cooperate. They are at odds with each other.

I don't think they work with the other cities well.

Just do it because of light rail. Stop trying to do something separate.

The light rail would help us with jobs and traffic. I do Park-and-Ride now.

The City doesn't work closely with surrounding cities. Each city is so concerned about its own. W e have to lobby

Richmond for good roads and better bridge crossings. Does anybody really need a convention center?

They should all be united.

The City's efforts to protect natural resources, the environment, & open green spaceDevelopers are encroaching and constantly building on places that should not be built upon.

I think the growth in Virginia Beach is out of control. It's been too fast and clearly not well thought out.

You took paradise and turned it into a parking lot. They take open space and turn it into a development.

I live on the most polluted creek in the city, Mill Dam Creek. It's the City workers and contractors who throw trash down

the storm drain.

If there is a bare piece of land, someone builds on it. They don't reserve enough green space for animals.

There aren't any available anymore. They've taken away the farmlands.

They build on open, green spaces. I'm concerned. The next generation needs trees.

They keep leveling trees to build things in the middle of nowhere.

There aren't a lot of green areas. There aren't a lot of buffers. I think it's dangerous.

City trash collection & recycling servicesThey break too many trash cans and don't want to replace them. They make us pay for them.

There is the recyclable stuff that they don't actually recycle. They take it to the transfer station.

I'm dissatisfied with the price, but I'm satisfied with the service.

(continued)


Appendices - Pg. 69


(2013 Responses)

City trash collection & recycling services (cont’d)They're very messy. They don't bother getting out of the truck when things fall out of the trash can.

W henever they come through, they never leave my trash can sitting up. The handle it roughly.

They shouldn't charge individuals for something that should be covered by our taxes.

They doubled the cost recently.

They come through so quickly and don't take time to put all of the trash in the truck.

They knock over my trash can and it blows trash all over my yard. They drive like maniacs.

The stench over the summer is unbearable. The stuff that oozes out of the back of the trucks is disgusting.

Every trash day, they drop my cans (and damage them) instead of putting them down easy.

The City's efforts to combat gang activity & gang violenceGangs are more of a problem than most people realize.

The City focuses on the oceanfront and Town Center. They are not worried about Kempsville and the rest of the city.

I think there are not enough cops out there to get gang violence under control.

I've had issues with gangs in my neighborhood, and they don't get addressed.

I don't feel safe when I walk by myself.

They don't want the tourists or residents to know, so they keep it out of the news.

If there's any at all, I'm dissatisfied.

I think they need to make more of a presence in all the schools and in public areas.

They need to do more work at the oceanfront.

There were two incidents in my cul-de-sac where 40 people of the same race tried to impart their will.

There's not enough police presence patrolling the streets.

I'm not a gang member, but I'm wrongfully profiled as one.

A lot of that stuff happens because they have no place to congregate.

W e've had some incidents down at the oceanfront.

Not near enough is being done, and the media keeps most of it quiet. There is a significant problem there.

Planning for residential developmentOur leaders jump ship and go for what they think is financially advantageous to businesses.

They build up the area first and then build more roads, so they seem to do it all backwards.

The Dragas communities are starting to become an eyesore.

I think there are too many houses for the amount of road. It's an hour ride to get somewhere from Pungo.

Every year we keep saying we don't have an infrastructure for growth, but we keep building houses.

Houses just pop up anywhere, with no yard, no trees, just little places.

There's way too much growth. The roadways and schools are overburdened.

There is simply too much effort to increase density and attract newcomers.

W e need more cattlemen and farmers and fewer neighborhoods.

They're building a zillion apartments. Building, building.

They put too many homes in areas that are too small. They're putting more homes below the green line.

Allowing 100 houses in the vicinity of the Old Cavalier Hotel will bring a burden on the entire North End.

Large developers have huge advantages in working with the City. It's like collusion.

The opportunity citizens have to share their ideas or opinions before the City makes importantdecisions

I don't think they do a good job in letting the general public know in time enough for them to speak up.

I don't think the powers that be listen to people when it comes to problems at the oceanfront.

You go to informal Council meetings and they already have their minds made up before the formal meeting.

They're letting people build up near Oceana where they shouldn't be.

They listen but I think they patronize more than take it into consideration.

Several things have been voted NO on by the residents, but the City still did them.

There's a certain group that has access--builders, banks, and developers, not citizens.

Opportunities are given, but citizens aren't listened to, like during the school budget debate. Mayor Sessoms walked

out and never returned.

(continued)


Appendices - Pg. 70


(2013 Responses)

Maintenance of existing City roads & bridgesI-264 and all the highways have deteriorated over the past several years.

There are so many potholes and old bridges. I don't think they spend enough on that.

They wait too late to do repairs. Then, they are over-budget and want to throw tolls on to pay for it.

So many different roads are in sad shape. It takes years for them to get fixed.

The bridge down the road only received a 5 out of 10.

They took money from the lottery to go to the streets. Now they don't have the money.

Contractors weren't filling potholes with proper materials. They don't want to spend money.

Because the Lesner Bridge project needs to be done. It needs to be rebuilt.

I-264 is an embarrassment to the city. W e have got the worst interstate between here and the W est Coast.

I hit a pothole and it ruined a rim.

The Lesner Bridge is structurally unstable.

Spending too much on light rail and there is not enough emphasis on the roads.

Virginia Beach's roads are shameful.

The flow of traffic in the CityPoor planning. The roads can't handle all the cars. It's 24-7 rush hour.

They need to continue removing feeder lanes like they did in Pembroke. The Hilltop area is very dangerous.

W e need better public transportation. Too many cars on the road.

A 15-minute ride will take you an hour in rush hour. There are just not enough roads.

Bad traffic. I find myself yelling at street lights. They aren't synchronized.

I find it to be extremely congested. The Tangers Outlet is gonna make traffic unbearable on Northampton Boulevard

at the Lake W right golf course.

Too many bottlenecks and unsynchronized street lights. Be more aggressive in putting up cameras.

There's congestion everywhere, and not enough outlets to the interstate.

They need to work on making the roads better, rather than building arenas.

It's horrible. The merging space is ridiculous.

They let the growth of the community overrun the roads. Hilltop is a prime example.

There's just too much traffic, too much development, too fast.

They need to bring commuter rails as quick as they can here. The traffic is a real problem.

How to manage traffic during big events - - think more about that. 4th of July… what a nightmare!

Planning & construction of new City roadsI don't know of any new roads; we need new roads.

The City created a bottleneck on Laskin Road by cutting the lanes down to one.

They don't have a good long-range plan and are over-developing some areas.

It's always done after it's congested, so we have the inability to stay ahead.

I don't see so many being planned and they take too long.

I speak from vast experience. I don't think the City can ever get rid of the traffic.

Building residential neighborhoods without first improving roads.

Too many housing developments and no infrastructure to support them.

It should've been done 25 years ago, and now it will be obsolete when done.

The courtesy of City employeesThey just push you to so-and-so. They used to be there to help you. Now, they don't help you or they point you to

the person you want to see. They’re lazy.

If there are 10 workers, there'll be 9 guys sitting and one working. And that's money out of my pocket.

I've had all bad experiences.

People at the DMV need an attitude adjustment.

You can't get a hold of anyone. They won't talk to me.

Overall satisfaction with City servicesI just think the cost of providing City services has gone off the charts and must be controlled.

Trash falls off garbage trucks and blows all over my farm.


Appendices - Pg. 71

Envision 2040: Verbatim Comments

What do you think the City of Virginia Beach should be known for in 2040?

A beach resort and nice shoreline.

A beautiful, natural environment. The beaches and waterways.

A beautiful, safe place to raise your family.

A bellwether for how communities should be organized.

A better place to live than it is now.

A better school system than anyone else.

A better transportation system and a stadium.

A better vacation spot, including things for residents.

A big city with a small-town feel.

A business-booming economy with strong commerce.

A city of lovers.

A city that keeps up with the times and has good communication with its citizens.

A city willing to correct any mistakes they've made. W hen a fire truck or police come, move your damn car over and get out

of the way.

A city with a high quality-of-life and many economic opportunities.

A city with something for everyone. Fosters diversity, good culture, great climate, and is progressive.

A clean and safe place to live.

A clean, safe place to live.

A community that is warm and receptive to visitors.

A community that takes care of their homeless and battered women.

A cool resort city.

A decent place to live. Good services and good city management of resources.

A de-salinization plant, with ocean water turned to drinkable water.

A desirable place to live; better roads, safer for people, roads that are wide.

A fun and family place to live.

A great place to live for the military. More parks.

A good city to live in.

A good community to live in.

A good light rail service.

A good place for business, and a great place to raise your kids.

A good place for people to raise their families.

A good place to be able to find a job.

A good place to live and raise a family.

A good place to live. (10 people)

A good place to live. A nice, safe place to live.

A good place to live. My neighborhood is quiet, and I have good neighbors.

(continued)


Appendices - Pg. 72

Envision 2040: Verbatim Comments (cont’d)

What do you think the City of Virginia Beach should be known for in 2040? (cont’d)

A good place to live. Now, we're known for Pat Robertson. Not how I want it. Be a good place to raise a family.

A good place to live. Safe, clean, well-run.

A good place to raise a family. (3 people)

A good place to visit with less jet noise. It is annoying when they are still flying at 11 p.m.

A good place to work with good job opportunities.

A good quality of life.

A good, clean city.

A good, clean place to live with a sense of community.

A good, family-oriented city.

A good, safe place to live with more large employers with higher paying jobs other than service jobs.

A great family vacation spot.

A great place to come and visit.

A great place to live and raise children.

A great place to live and raise your family.

A great place to live. Don't let all these crappy builders build more junk in our city.

A great place to live. I just love this area.

A great place to live; comfortable and safe. It's just an all-around good city. A great place to raise a family with great schools,

beaches, and parks.

A great place to raise a family.

A great place to visit with family.

A great tourist destination.

A great vacation spot, still.

A great vacation spot.

A green city.

A growing economy outside of the oceanfront.

A high-quality living environment.

A leader of arts and environment.

A location for high-tech businesses, movie production, and electronics manufacturing.

A lot of defense companies.

A lovely place to live.

A major beach resort on the East Coast.

A more pleasant city with growth.

A nice beach.

A nice beachfront, with much more parking available.

A nice place for families to live.

A nice place to live and a safe city.

A nice place to live. (3 people)

(continued)


Appendices - Pg. 73



A nice place to live. Keep the beaches the way they are, and create more green space.

A nice place to live. To get to that point, the zoning must be better.

A nice place to raise a family. (2 people)

A nice place to visit. W e have the ocean and bay, nice weather, and lots of nice things to do.

A nice resort area.

A nice shoreline after we get the houses moved off the immediate coast.

A nice vacation spot.

A nice, family-oriented place to visit.

A nice, safe city where you could grow old.

A nice, safe place to live and do business. More pleasant.

A nice, safe place to live.

A place to vacation and the military.

A place where people can make a good living.

A place where you want to bring your family.

A place with plenty of industry to encourage people to work.

A pleasant place to live. Good street upkeep, nice public places, and more attractive.

A pleasant place to visit. Remember that the city makes more money when people come here.

A pleasant suburb with a high quality of life.

A pretty good place to live.

A pretty nice place to live.

A professional football team. (3 people)

A professional sports team and prosperity.

A professional sports team could be our claim to fame.

A progressive tourist spot and great place to live.

A progressive-government community.

A recreational city where families can come and enjoy themselves.

A regional government will make everything more economical and efficient.

A resort city that has standards.

A resort city. (4 people)

A safe and clean city.

A safe and crime-free city. W ith both parents having to work to maintain the family, it's important to support that.

A safe and friendly atmosphere.

A safe and fun city to visit for tourists.

A safe and good educational system.

A safe and happy place with good job and educational opportunities. And, for families.

A safe and healthy place to raise your children.

(continued)


Appendices - Pg. 74



A safe and productive place to live and raise a family.

A safe beach where you don't have to worry about being shot or killed during the holiday seasons.

A safe city and a desirable place to live economically.

A safe city that is clean.

A safe city that is environmentally-conscious and has good neighborhoods.

A safe city with no crime, or at least minimal crime that is under control.

A safe city, beauty, and lower taxes.

A safe city, with law and order.

A safe city. (4 people)

A safe city. Also, we need more beautification of our city.

A safe environment and a place with a good reputation for education.

A safe oceanfront.

A safe place for families to live and a great place for education for our children.

A safe place is my utmost concern. Then, ease of travel in a big city. The quality of the traffic flow.

A safe place that provides good education and jobs.

A safe place to come for vacations and to visit family members.

A safe place to live and more opportunities for youngsters to have something to do outdoors.

A safe place to live and raise children.

A safe place to live and raise your kids.

A safe place to live and retire.

A safe place to live and visit. Better education mean less gang activity and social inequality. Having a top-notch police and

fire department.

A safe place to live or visit.

A safe place to live with good opportunities for employment.

A safe place to live. (5 people)

A safe place to live. And, remember cleanliness.

A safe place to live. It's good to be able to raise your family without constant fear.

A safe place to live. You can go to the oceanfront without incidents or fear of influence from negative individuals.

A safe place to raise a family.

A safe place to raise your family.

A safe place to vacation.

A safe place with a low crime rate.

A safe place with many friendships.

A safe place with no crime.

A safe place. Fewer driving accidents and no gang violence.

A safe resort town. It's an oceanfront town, a beautiful city, and it should be safe.

A safe vacation place to come to.

(continued)


Appendices - Pg. 75



A safe, affordable place to live.

A safe, clean place to live. I think that's important.

A safe, clean, and excellent city.

A safe, environmentally-conscious place to live.

A safe, fun place to live.

A safer place to live. Stop the violence and prevent killings.

A sleepy little community.

A smart and safe city.

A sports arena.

A strong military community.

A strong military presence.

A strong plan for evacuation in the event of a natural disaster.

A strong, family-oriented community.

A stronger military.

A technology hub.

A total rehab of their infrastructure so traffic doesn't hinder the flow of newcomers.

A tourist attraction.

A tourist city.

A tourist destination.

A tourist spot that is not too over-populated.

A very pleasant living environment with a good quality of life.

A very safe, healthy environment to raise a family, with many opportunities, like good jobs.

A welcoming community that recognizes the economic value of tourism.

A well-known East Coast resort city.

A well-run city.

A wonderful place to live and a great place to visit.

A wonderful place to vacation and a great place to live.

All the farmland will be gone by then, so we'll be known for the ocean and the beaches.

An affordable lifestyle.

An atmosphere that's more family-oriented. W e have so much diversity we need to keep everything focused on families.

An eco-friendly destination and a safe, clean place to live, earn a good living, and raise a family.

An excellent public transportation system, including light rail, bike paths, and better bussing options.

An expanded road system, light rail, and good bus services.

An upscale resort area.

Another good, outstanding place to retire or visit as a tourist.

As a diverse city that treats all its residents and visitors equally, with respect and dignity.

(continued)


Appendices - Pg. 76



Attractions. W e have these wonderful beaches, and they should highlight the beaches, like Coney Island or more of a Myrtle

Beach.

Beach resort with lots of casinos.

Beaches that are really nice and clean.

Beaches that are so gorgeous people will pay high prices to come here.

Beautiful area.

Beautiful tree cover.

Beautiful trees and landscaping.

Being progressive.

Better schools. I'm all about education for my children and the children in my neighborhood.

Better transportation for getting around on the highways, and transportation for people who have no cars.

Better transportation options.

Better transportation. You need a car here now. And, the roads are so clogged, you can't get there.

Chivalry among the residents.

Clean air and clean water.

Clean and relaxing place to vacation and live.

Clean and safe and economical.

Clean and safe oceanfront. If we can't keep the beach safe, we're going to lose the tourists.

Clean beaches. W e should spend more money on cleaning the beaches so more people come from out of town.

Clean up the ocean and the Bay so we could have local seafood.

Clean, family resort. I think that covers a lot of different things.

Clean, well-kept city.

Clean, well-maintained city.

Cleaner, fun beaches without so many rules and restrictions. Excellent parks and updated rec centers.

Cleanliness and beauty.

Cleanliness, family-friendly, budget-friendly area to go on a vacation or stay-cation.

Continue to be a family-oriented city with everything focused on family. Good education.

Decent people living here.

Diversifying the economy away from dependence on the military.

Do more things on a regional basis and we'll all benefit.

Do something about the young people who are destroying things. Then, it will be nice.

Easy access and egress from this little island, because if there is a disaster, we are doomed.

Easy accessibility of moving around the city.

Education. It greatly benefits the city to be known for having a great educational system.

Elect me Mayor. I am going to bring a better understanding to worldly thoughts in this town.

Equality and strong schools. People coming together as neighbors and not worried about color.

Every city should be known for love, brotherly love, peace, and kindness.

(continued)


Appendices - Pg. 77



Everyone is valued regardless of intelligence, income, special needs, or homeless people.

Excellence in all areas.

Excellent urban planning. A well-planned urban area would include transportation and strong education.

Fairness and opportunities. I just feel like it's more of a political town than anything, now.

Fairness to the residents.

Family environment with an emphasis on schools, parks, and recreation.

Family resort. That's what it started out to be.

Family. Be a good place for a family to live.

Family-centered activities and a focus on families.

Family-friendly city.

Family-friendly tourism and attractions. More businesses.

Family-friendly.

Family-oriented and clean.

Family-oriented area. Of course, with tourism as a main component.

Family-oriented attractions, events, and activities.

Family-oriented city that's more family-friendly than today. And, not necessarily a bigger city.

Family-oriented destination with no riff-raff coming here.

Family-oriented vacation place that attracts upscale people.

Focus on being a good place for businesses to come do business here with lower taxes.

Focus on quality not quantity with respect to growth and the outcome will be impressive.

Friendliness.

Friendliness. W e are a friendly tourist town with lots of visitors.

Friendliness. Just down-to-earth people.

Friendly and safe communities.

Friendly hospitality to visitors.

Friendly hospitality.

Friendly people living here with a pleasant quality of life.

Friendly, clean city. W e travel a lot, and we have been to some large towns that are dirty and unfriendly.

Friendly, welcoming attitude towards people.

Good attractions or even a winning sports team.

Good beaches and a good, secure police force.

Good beaches and plenty of tourism.

Good beaches. (3 people)

Good beaches. Actually, we have great beaches.

Good beaches. It's our name, Virginia Beach.

Good businesses.

(continued)


Appendices - Pg. 78



Good education for the children.

Good education, a safe and beautiful place not given to commercial greed.

Good family atmosphere at the beaches.

Good fiscal management within our local government.

Good industry. You have so much talent in this area that it makes sense to manufacture here.

Good job opportunities.

Good living conditions, a good economy, and all that.

Good place to bring your family up.

Good quality of life here.

Good quality-of-life. More public transportation, better recreation, places for teens and youth.

Good recreational options.

Good schools that kids can learn at.

Good schools. (3 people)

Great education.

Great place for tourists to come.

Have more people come to the resort. Focus more on upscale instead of College W eek.

High speed transit or more mass transit. If they don't do something about the traffic problem, there will be no way to get

around.

High tech industry and soft industry.

Higher quality schools than we have now.

History; everything started here. Beginning of America happened here.

Honest government and a good school system.

Honest people in the government. Now, they promise you things and do what they want to do.

How everybody helps one another and no violence and no drug dealers.

I hope the city just continues as it is - a nice place to live.

I love living here, but they mismanage money. The City Manager got a $35,000 pay raise and the employees nothing.

I love smaller businesses. Get rid of the chain stores and big box stores.

I want to see museums other than the ones we have and more “metro,” like in D.C.

If not victim to rising sea levels, it should be a family-friendly place. Beach replenishment is bullshit and useless.

I'm concerned about it being congested, and our housing stock will be aging and not attractive.

Improving transportation. Get light rail in here all the way to the beach. More bus routes. Improve the bus system.

Innovative planning, recycling, and outstanding ecological achievements.

It should be known as a nice place for retirement.

It should be known for its beauty.

It should be known for their thriving downtown with public transportation.

It's a place you want to move to and raise children.

It's a safe place and a nice city.

(continued)


Appendices - Pg. 79



Its active participation in stemming the sea rise.

Its aesthetic beauty. Preserving the beach. Keep landmarks.

Its beaches, because the beaches will always be there.

It's going to be bigger than it is, so I hope we manage growth well.

It's nice today - just keep it that way. (13 people)

Just another tourist trap.

Kind people live here.

Less congestion. Hopefully the city will still be here (flooding issues). Be free from crime.

Less or no jet noise.

Light rail - well, monorail, not light rail, or an elevated train.

Light rail in place with other transit options.

Lovely weather and sunny skies.

Make this place more family-oriented so visitors will consider moving here.

Manage the sea level rise issues before we have a crisis.

Maybe its urban development and cultural.

Maybe some more business or booming.

More job opportunities so our children won't move away after college.

More jobs that pay well.

More opportunities. People purchasing homes, with good jobs, and total safety.

More resorts and attractions around the city.

Nice beaches and better hotels on the Boardwalk.

Nice beaches and the resort area.

Nice beaches and vacationers who are happy.

Nice beaches. (5 people)

Nice beaches. People in the future will have the opportunity to come to our beautiful beaches.

Nice beaches; but they need to clean them up. It's going downhill fast.

Nice neighborhoods with trees that grow tall.

Nice, clean city where people feel safe.

Oceanfront. They're negotiating on the Dome because they need that for conventions.

One of the best cities in the U.S. Always planning. Good roads, maintenance, enterprises, in all areas of transportation.

One of the best cities to retire or raise children. Good public transportation and more bus stops.

One of the best education systems in the country with the highest paid teachers.

One of the best resort cities.

Our attractions and beaches.

Our public transportation being better.

Overall community. The fact that the city works all together to keep it a well-put-together city.

(continued)


Appendices - Pg. 80



Parks and plenty of recreation.

People feeling safe living here.

People get along well together and respect differences.

Plentiful income from other revenue streams so our taxes can be lower.

Preserving the environment, our waterways, oysters, recreation, and natural resources.

Preserving the natural habitats, keeping as much green as they can.

Pretty beaches. Let's make them nice so more people will want to visit.

Progressive leadership representing all citizens, high educational standards, and livable neighborhoods.

Providing value to its taxpayers.

Quality schools, well-maintained homes and neighborhoods, and safe streets.

Quiet, relaxing place to live with limited traffic stress.

Rated as one of the “Top 5 places to live.”

Recreation. A lot of golf courses, the beaches, and stuff to do like that to attract more tourism.

Red light cameras, and those on the buildings. Make it safe - no kidnapping, no criminals, and no drugs.

Resort casinos. And, a train that runs through the city.

Respect for diversity of the people.

Responsive to the needs of its citizens, not the needs of the developers.

Roads that allow for a good flow of traffic and few tie-ups.

Safe schools with high standards.

Service, community, and the educational standards should be very high.

Slow down on building new homes.

Something other than the beaches, there should be other stuff to bring people here.

Strong commerce, cultural variety, and tourism. It all supports the economy.

Strong community ties.

Strong educational system and high standards for learning will produce successful adults.

Strong educational system.

Strong families.

Strong military presence.

Strong national security.

Strong school system.

Taking care of its citizens, and not so much the tourists.

Taking care of its own employees.

The beach and resort. (2 people)

The beach resorts; we need to have more beach resorts.

The beach, the oceanfront, the Boardwalk.

The beach.

(continued)


Appendices - Pg. 81



The beach. People like to come to Virginia Beach for the beach vacation.

The beaches and agriculture.

The beaches and restaurants are good, but do better on entertainment. W e're a beach community.

The beaches are awesome.

The beaches. (6 people)

The beaches. I like the beach.

The beaches. W e've got a nice area, and the ocean attracts people. W e have the best resources in Virginia.

The beautiful beaches. (3 people)

The beautiful beaches. It's what it's known for now, and it will probably still be known for that.

The best beach on the East Coast!

The best beaches in the area.

The best city in the world. It's a good place to live and visit.

The best city in Virginia.

The best education system.

The best place to live. (2 people)

The best schools, after we've built better, new ones.

The best tourist destination for the dollar on the East Coast.

The City's services for the money, affordable homes, and job opportunities.

The cleanest beach on the East Coast.

The cleanest city in Hampton Roads.

The greatest resort city on the East Coast.

The largest tourism area in the nation.

The least congested city in terms of traffic.

The least congestion possible on our roads.

The location. W e're a nice place to have a vacation.

The lovely beach.

The lovely beaches.

The major city of the metro area.

The military. (2 people)

The most family-oriented area in the country.

The nice resort area. But, we have a long way to go.

The ocean and the availability to it. That's not going to change, but other things can.

The oceanfront has the best beaches they've ever visited.

The police should be giving more tickets. The police should not play around with violators.

The resort area.

The resort area. Being a pleasant, affordable, family-oriented city.

(continued)


Appendices - Pg. 82



The safety of our neighborhoods.

The strongest school system in the state, with our children having the best advantages.

The value it puts on education and safety and how we welcome tourists to our beautiful city. W ith a casino, we can make

money.

The wonderful beaches.

They better do something about the traffic, like put the light rail out there.

They didn't screw their constituents over.

This system is so corrupt on so many levels it is not going to go on. According to the Bible, we're in the last days of time.

Thriving, prospering, and growing.

To continue on updating the residential neighborhoods, older homes, and bringing everything up to code.

Tourism - - like it is now.

Tourism and a safe place to live. No crime is the only way to bring in more tourists and the only way the city will grow.

Tourism and the military. That's why people come here.

Tourism and the tourist part of the beach.

Tourism and the well-being of the visitors in terms of protection. The beach should be maintained nicely.

Tourism is the key to our economy.

Tourism, because of the beaches.

Tourism, the environment, and the strong support of the military.

Tourism. (6 people)

Tourism. Be known as a family vacation spot.

Tourism. Be known for the many families who come to visit us.

Tourism. But, there's nothing for kids under age 18 to do at the beach. It's so spread out and has bad parking.

Tourism. But, we must update and modernize our city overall, not just in pockets like Town Center or the resort area.

Tourism. It will be mostly for the tourists.

Tourism. It will continue to be a wonderful place to visit.

Tourism. It's a tourist destination and a great source of revenue.

Tourism. That is our strength.

Tourism. That is what has been our big deal. Be a safe, friendly place to come to.

Tourism. That's what the oceanfront is based on.

Tourism. The beaches, having a clean and safe place to vacation, and good attractions.

Tourism. The same thing that it is now.

Tourism. W e should be continuing the tradition. It's a leisure place and a family environment as well.

Tourism. W e want people coming here, feeling welcome, and spending their money.

Tourist attractions, the beaches.

Tourist-friendly. Don't restrict tourists so much or shut the Interstate down to keep them from coming.

Tourists and bringing in more tourism.

Tourists and the oceanfront.

(continued)


Appendices - Pg. 83



Traffic that is under control, or we'll be in trouble.

Transportation advancements. If we get the light rail, we're heading in the right direction.

Transportation that hovers above the ground. By then, I'll be dead.

Transportation. W e can't take city transportation to work unless you live on a main street now.

Trees, beautiful trees.

W e have a good community now, so let's just maintain it and keep it nice.

W e have a reputation now that's pretty solid.

W e should have flying cars by 2040.

W e think about the citizens more than the tourists because they are “the bones.”

W elcoming tourism and new businesses and being a home of the U.S. Navy.

W ith global warming and sea-rise, there probably won't be a Virginia Beach.


Appendices - Pg. 84

2013 City of Virginia Beach City Services Satisfaction Survey

Hello, I’m calling on behalf of the City of Virginia Beach. I’m ______ with Continental Research,and we’re conducting a survey to see how residents feel about City services. The results will beused for future planning.

(If needed... your phone number was randomly selected from among all residents.)

INTV: Alternate male & female head of household

S1) Are you a resident of Virginia Beach? 9 Yes9 No (Politely terminate interview)

S2) Are you at least 18 years of age? 9 Yes9 No (Politely terminate interview)

S3) Is this a home or a business? 9 Home9 Business (Politely terminate interview)

Q1 To begin with, may I ask your Zip Code? 2 3 4 __ __ (Check quotas)

Think for a moment about living in the City of Virginia Beach. Overall, are you VerySatisfied, Satisfied, Dissatisfied, or Very Dissatisfied with ______? (Rotate Q2 - Q32)

VS S D VD D/K

Q2 4 3 2 1 7 The overall appearance of the City

Q3 4 3 2 1 7 Fire Department services

Q4 4 3 2 1 7 Paramedic & Rescue Squad services

Q5 4 3 2 1 7 Police Department services

Q6 4 3 2 1 7 Horticultural & Agricultural services, including the Farmers Market

Q7 4 3 2 1 7 The City’s public libraries

Q8 4 3 2 1 7 Recreation centers

Q9 4 3 2 1 7 Parks


Appendices - Pg. 85

VS S D VD D/K

Q10 4 3 2 1 7 The 911 Emergency Telephone Center

Q11 4 3 2 1 7 The City’s museums, the aquarium, & cultural arts activities

Q12 4 3 2 1 7 The public beaches in the City

Q13 4 3 2 1 7 The job opportunities in Virginia Beach

Q14 4 3 2 1 7 The City’s drinking water & sanitary sewer services

Q15 4 3 2 1 7 Services for needy or homeless families

Q16 4 3 2 1 7 The City’s mental health and intellectual disability services

Q17 4 3 2 1 7 The public school system in Virginia Beach

Q18 4 3 2 1 7 The overall appearance of your neighborhood

Q19 4 3 2 1 7 The condition of the streets in your neighborhood

Q20 4 3 2 1 7 The level of communication the City has with its residents

Q21 4 3 2 1 7 The City’s 3-1-1 system where you can call with a question, a concern,or to get in touch with the City department who can assist you.

Q22 4 3 2 1 7 The City’s work with other area communities to address issuesimpacting our region

Q23 4 3 2 1 7 The City’s efforts to protect natural resources, the environment, &open green space

Q24 4 3 2 1 7 City trash collection & recycling services

Q25 4 3 2 1 7 The City’s efforts to combat gang activity and gang violence

Q26 4 3 2 1 7 Planning for residential development

Q27 4 3 2 1 7 The opportunity citizens have to share their ideas or opinions beforethe City makes important decisions

Q28 4 3 2 1 7 Maintenance of existing City roads & bridges

Q29 4 3 2 1 7 The flow of traffic in the City

Q30 4 3 2 1 7 Planning & construction of new City roads


Appendices - Pg. 86

VS S D VD D/K

Q31 4 3 2 1 7 The courtesy of City employees

Q32 4 3 2 1 7 I’d like to get your overall satisfaction with City services. Are you VerySatisfied, Satisfied, Dissatisfied, or Very Dissatisfied overall?

Q33 What is the ONE most important thing the City should do to make Virginia Beach a better placeto live?

________________________________________________________________________

_______________________________________________________________________

We'd like to know which programs and services provided by the City of Virginia Beach you orother members of your household have used in the past 12 months. Have you ____?

Yes No (Rotate Q34 - Q40)

Q34 1 2 Been to a Virginia Beach recreation center

Q35 1 2 Visited a City park (Emphasize: In the past 12 months)

Q36 1 2 Visited a public beach in Virginia Beach

Q37 1 2 Visited a Virginia Beach public library and/or accessed library information by computer

from your home or work

Q38 1 2 Visited a museum, the aquarium, or attended a cultural arts activity in Virginia Beach

Q39 1 2 Had any contact with or observed Public Safety, which includes Police, Fire, or

Rescue services and the enhanced 911 system.

Q40 1 2 And, in the past 12 months, have you or other members of your household contacted

the City by phone (which includes the 3-1-1 system), by Internet, or in person to report

a problem, for information, or to conduct business?

Q41 How do you prefer to get information about City programs, services, and issues?(Do Not Read Choices)

01- Printed newspaper 04- “Regular” TV news 07- Email from the City 10- 311 Call Center

02- Pilot Online 05- Civic league meetings 08- City's website, VBGov.com 11- Facebook/Twitter

03- City’s Cable TV Channels 06- Friends/Family 09- Radio

Other ___________________________


Appendices - Pg. 87

Next, I'd like to know if you Strongly Agree, Agree, Disagree, or Strongly Disagree with thesestatements:

SA A D SD D/K

Q42 4 3 2 1 7 Virginia Beach is a good place to live

Q43 4 3 2 1 7 For the most part, I can conveniently access City services

Q44 4 3 2 1 7 I know how to inform the City about the way I feel on important issues

Q45 4 3 2 1 7 My neighborhood is a safe place to live

Q46 4 3 2 1 7 The houses in my neighborhood are well-maintained

Q47 4 3 2 1 7 Virginia Beach, in general, is a safe place to live

Q48 4 3 2 1 7 Overall, I receive a good value for my City tax dollar

Q49 4 3 2 1 7 I would like to have more alternatives to using my car to get around the City

Q50 4 3 2 1 7 The roads I use in Virginia Beach are generally too congested

Q51 Do you own your home or do you rent? 1- Owns/Has mortgage 2- Rents

Q52 And, how many years have you lived in Virginia Beach? ___ ___ yrs.

Q53 Do you have any children under the age of 18 living in your household? 1- Yes 2- No

Q54 And, which age group fits you? Just stop me when I say it: (Read Choices)

1- 18 to 25, 4- 45 to 54,

2- 26 to 34, 5- 55 to 64, or

3- 35 to 44, 6- 65 or older?


Appendices - Pg. 88

Q55 Please think about the future of the City for a moment. In 27 years, it will be the year 2040.What do you think the City of Virginia Beach should be known for in 2040? (Probe: What isthe one most important thing?)

_______________________________________________________________________

_______________________________________________________________________

Q56 Three more quick questions... To be sure we interview all groups of people, which racial orethnic group best represents you? Would it be: (Read Choices)

1- White (Caucasian), 4- Asian or Pacific Islander,

2- African American, 5- Hispanic, or

3- Filipino American, x- Something else? _______________

Q57 What is the highest level of education you have completed? (Read Choices)

1- High school or less

2- 1-3 years of college or completed a trade school

3- A 4-year college degree

4- Completed a graduate degree

Q58 Are you registered to vote in the City of Virginia Beach? 1- Yes 2- No

Q59 Lastly, which LETTER includes your total yearly household income? Just stop me when I saythe right letter. Is it: (Read Choices)

(Probe: I just need to mark off that I have interviewed someone in each category. Should I mark off A....)

1- A) Under $20,000, 4- D) $60,000 to $79,999, 7- G) $125,000 to $149,999

2- B) $20,000 to $39,999, 5- E) $80,000 to $99,999, 8- H) $150,000 or more?

3- C) $40,000 to $59,999, 6- F) $100,000 to $124,999, 9- Refusal after probe

Q60 Gender: 1- Male 2- Female

CLOSING: Thanks for sharing your time with me today.We will report the results of this survey to City Council in about six weeks.Soon after that, the report will be posted on the City’s website VBGov.com.


Continental Research Associates, Inc.

4500 Colley Avenue

Norfolk, VA 23508

Ph. 757-489-4887 Fax 757-440-1549

www.ContinentalResearchUS.com

CR

CITY OF VIRGINIA BEACH City Services Satisfaction Survey ......Ch. 1 - Pg. 5 Exe cutive Summary...

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