2016 Resident Survey City of Durham, North Carolina

Presented by

March 2017

Why Survey Residents? City of Durham Vision: Durham is the leading city in providing an excellent

and sustainable quality of life. City of Durham Mission: To provide quality services to make Durham a great

place to live, work, and play.

www.durhamnc.gov 2

More than 2,150,000 Persons Surveyed Since 2006 for more than 900 communities in 49 States

A National Leader in Market Research for Local Governmental Organizations …helping City and County governments gather and use survey data to enhance

organizational performance for more than 30 years

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ETC Institute

Agenda

• Purpose and Methodology

• Bottom Line Upfront

• Major Findings • 2

• Summary

• Questions

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• To objectively assess satisfaction among

residents with the delivery of City services

• To measure trends from previous surveys

• To help determine priorities for the community

• To compare the City’s performance with other large cities across the U.S.

Purpose

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Methodology

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• Survey Description seven-page survey; includes many of the same questions asked

on previous surveys seventh DirectionFinder® Survey conducted for the City

• Method of Administration by mail, online and phone to random sample of City residents each survey took approximately 15-20 minutes to complete

• Sample size: goal number of surveys: 400 goal far exceeded: 487 completed surveys demographics of survey respondents accurately reflects the

actual population of the City

• Confidence level: 95% • Margin of error: +/- 4.4% overall

Location of Survey Respondents

Good Representation throughout the City

7 City of Durham 2016 Resident Survey

PAC 2

PAC 3

PAC 4

PAC 1 & PAC 5

Bottom Line Up Front

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Residents Have a Positive Perception of the City 80% rated the City as an excellent or good place to live; only 8% rated

it as below average or poor

73% are satisfied with the overall quality of life in their neighborhood; only 12% are dissatisfied

Compared to Other Large Cities, Durham Is Setting the Standard for the Overall Quality of City Services

The City rated 18% above the average for other large cities in the overall quality of services provided by the City

Compared to Other Large Cities, Durham Is Setting the Standard for Customer Service

The City rated 22% above the average for other large cities in the overall quality of customer service from City employees

Overall priorities for improvement over the next 2 years: Public schools Overall maintenance of streets

Overall quality of police protection Overall flow of traffic

Major Finding #1 Residents Have a Positive

Perception of the City

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10 Nearly a 6-1 Ratio of Residents Who Are Satisfied vs. Dissatisfied with the Overall Quality

of Services Provided by the City (64% vs. 11%) 10

11 Most Services Get High Ratings. Public Schools and Transportation-Related Issues (Street Maintenance,

Traffic Flow, and Transit) Are the Only Areas with Significant Levels of Dissatisfaction. 11

12 10-1 Ratio of Residents Who Feel the City Is an Excellent/Good Place to Live, Compared to

Below Average/Poor (80% vs. 8%) 12

Major Finding #2 Overall Satisfaction Is About the

Same in All Areas of the City

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While There Are Some Differences for Specific

Services, Overall Satisfaction with City Services Is the Same

in ALL Areas of the City

Overall Quality of Services Provided by the City

Citizen Satisfaction Mean rating on a 5-point scale

ETC INSTITUTE

1.0-1.8 Very Dissatisfied

1.8-2.6 Dissatisfied

2.6-3.4 Neutral

3.4-4.2 Satisfied

4.2-5.0 Very Satisfied

No Response

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Major Finding #3 Satisfaction Ratings for the City

of Durham Are Higher Than Other Large Cities in Many Areas

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Significantly Higher: Significantly Lower: 16

Significantly Higher: Significantly Lower: 17

Significantly Higher: Significantly Lower: 18

Significantly Higher: Significantly Lower: 19

Significantly Higher: Significantly Lower: 20

Major Finding #4 Short-Term and Long-Term

Trend Analysis

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Increases of 10% or More from 2005 Overall image of the City (+27%) Overall appearance of the City (+18%) As a place to visit(+17%) A City that’s moving in the right direction (+15%) Overall quality of life in the City (+15%) Condition of City parks (+14%) As a place to retire (+13%) As a place to live (+12%) Greenways and trails in the City (+11%) As a place to raise children (+11%) Outdoor athletic fields (+11%) Condition of streets in your neighborhood (+10%) Bulky item pick up/removal services (+10%)

No Decreases of 10% or More from 2005

Long-Term Trends 2005 to 2016

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Most Significant Increases Athletic programs (+8%) Overall quality of public health services (+7%) Quality of the City’s public transit system (+7%) Recreation center programs (+6%) Condition of bicycle facilities (+6%)

Most Significant Decreases Feeling of safety in Durham overall (-18%) Feeling of safety in downtown Durham (-14%) Condition of streets in your neighborhood (-13%) Feeling of safety when walking alone in your neighborhood at

night (-13%) Mowing/tree trimming along streets and other areas (-11%) Stream and lake protection (-10%)

Short-Term Trends 2015 to 2016

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Major Finding #5 Top Priorities for Investment

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25 Highest Overall Priorities: 25

26 Parks and Recreation Priorities: 26

27 Maintenance Priorities: 27

Other Findings

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Summary

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Residents Have a Positive Perception of the City 80% rated the City as an excellent or good place to live; only 8% rated

it as below average or poor

73% are satisfied with the overall quality of life in their neighborhood; only 12% are dissatisfied

Compared to Other Large Cities, Durham Is Setting the Standard for the Overall Quality of City Services

The City rated 18% above the average for other large cities in the overall quality of services provided by the City

Compared to Other Large Cities, Durham Is Setting the Standard for Customer Service

The City rated 22% above the average for other large cities in the overall quality of customer service from City employees

Overall priorities for improvement over the next 2 years: Public schools Overall maintenance of streets

Overall quality of police protection Overall flow of traffic

Questions?

THANK YOU!!

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