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2011 City of Columbia DirectionFinder Survey Final Report

Submitted to

The City of Columbia, MO

725 W. Frontier Circle Olathe, KS 66061 (913) 829- 1215 June 2011

Contents
Final Report
Executive Summary ........................................................................................................ i Section 1: Charts and Graphs with Trends ......................................................................1 Section 2: Benchmarking Data......................................................................................30 Section 3: Importance-Satisfaction Analysis.................................................................41 Section 4: Tabular Data .................................................................................................56 Section 5: Survey Instrument ........................................................................................99

2011 City of Columbia DirectionFinder Survey: Final Report

EXECUTIVE SUMMARY

Columbia 2011 DirectionFinder Survey


Executive Summary
Overview and Methodology
The City of Columbia conducted its fourth DirectionFinder survey during the spring of 2011. The Citys first DirectionFinder survey was conducted in the spring of 2003. The purpose of this survey was to assist in the on-going effort to identify and respond to resident concerns while also assessing citizen satisfaction with the delivery of major city services and to help determine priorities for the community. The seven-page survey was mailed to a random sample of 1,800 households in the City of Columbia. Approximately 10 days after the surveys were mailed, residents who received the survey were contacted by phone. Those who indicated that they had not returned the survey were given the option of completing it by phone. Of the 1,800 households that received a survey, a total of 834 completed the survey. The results for the random sample of 834 households have a 95% level of confidence with a precision of at least +/- 3.4%. There were no statistically significant differences in the results of the survey based on the method of administration (phone vs. mail). In order to better understand how well services are being delivered by the city, ETC Institute geocoded the home address of respondents to the survey. The map to the right shows the physical distribution of survey respondents based on the location of their home.

ETC Institute (2011)

2011 City of Columbia DirectionFinder Survey: Final Report

EXECUTIVE SUMMARY

In addition to the Executive Summary, this report contains: charts depicting the overall results of the survey (Section 1) benchmarking data that shows how the survey results for Columbia compared to other communities (Section 2) importance satisfaction analysis (Section 3) tabular data for all questions on the survey (Section 4) a copy of the survey instrument (Section 5) GIS Maps that show the results of selected questions on maps of the City (Appendix A) Additional comments (Appendix B)

Interpretation of Dont Know Responses. The percentage of persons who provide dont know responses is important because it often reflects the level of utilization of city services. For graphical purposes, the percentage of dont know responses has been excluded to facilitate valid comparisons with data from previous years. The percentage of dont know responses for each question is provided in the Tabular Data Section of this report. When the dont know responses have been excluded, the text of this report will indicate that the responses have been excluded with the phrase who had an opinion.

Major Findings
Overall Satisfaction with Perceptions of Columbia. Eighty percent (80%) of those surveyed who had an opinion were satisfied (ratings of 4 or 5 on a 5-point scale) with the overall quality of services in Columbia and 78% were also satisfied with the overall quality of life in the City. Residents were least satisfied with how well the City is planning for growth (37%). Overall Satisfaction with Major City Services. Eighty-eight percent (88%) of those surveyed who had an opinion were satisfied (ratings of 4 or 5 on a 5-point scale) with the quality of City parks and recreation programs/facilities; 85% were satisfied with the solid waste services, 82% were satisfied with City utility services, and 81% were satisfied with public safety services. Residents were least satisfied with the condition of City streets (20%).

ETC Institute (2011)

ii

2011 City of Columbia DirectionFinder Survey: Final Report

EXECUTIVE SUMMARY

Major City Services that residents thought should receive the most increase in emphasis over the next two years. The areas that residents thought should receive the most increase in emphasis from the City of Columbia over the next two years were: (1) public safety services, (2) City utility services, and (3) the condition of City streets. Public Safety Services. Eighty-nine percent (89%) of those surveyed, who had an opinion, indicated that they were satisfied (ratings of 4 or 5 on a 5-point scale) with how quickly the fire department respond to emergencies. Eighty-eight percent (88%) indicated they were satisfied with the overall quality of the City fire protection and 69% were satisfied with the overall quality of local police services. Residents were least satisfied with the Citys municipal court (54%). The public safety service that residents thought should receive the most emphasis over the next two years was the police departments efforts to prevent crime. Streets and Sidewalks. Sixty-five percent (65%) of those surveyed, who had an opinion, were satisfied (ratings of 4 or 5 on a 5-point scale) with the maintenance of City street lighting. Sixty-three percent (63%) indicated that they were satisfied with the overall maintenance of street signs/traffic signals and 60% indicated satisfaction with the adequacy of City street lighting. Code Enforcement and Neighborhood Services. Fifty-eight (58%) of those surveyed, who had an opinion, were satisfied with the maintenance of business property; 57% were satisfied with animal regulations, and 51% were satisfied the maintenance of residential property. The clean-up of litter and debris on private property is the code enforcement and neighborhood service that residents think is most important for the City to provide. City Communication. Seventy-one percent (71%) of those surveyed, who had an opinion, agreed with the statement that the City government is a trusted source of information about programs/services; 58% of those surveyed agreed with the statement information is communicated clearly, accurately and in a form that meets my needs. Residents least agreed with the statement that it is easy to get information needed from City government (54%).

ETC Institute (2011)

iii

2011 City of Columbia DirectionFinder Survey: Final Report

EXECUTIVE SUMMARY

. Other Findings. Change Over Next Two Years. Respondents feel that the level of enforcement of City codes and ordinances should either be slightly increased (37%) or be greatly increased (13%) over the next two years. Use of Citys Website. Seventy-two percent (72%) of respondents indicated that they use the Citys website at least once a year. Funding of Stormwater Improvements. Eighty-seven percent (87%) of respondents indicated that it is either important (31%), very important (29%) or extremely important (27%) for the City of Columbia to fund stormwater improvements that will help prevent flooding and protect the quality of water in Usage of City Services. The percentage of residents who indicated they had used various services provided by the City of Columbia is listed below: o o o o o 94% 97% 88% 87% 47% City water service Residential trash collection service City electric service Curbside recycling Drop-off recycling

ETC Institute (2011)

iv

2011 City of Columbia DirectionFinder Survey: Final Report

Section 1:

Charts and Graphs

ETC Institute (2011)

2011 City of Columbia DirectionFinder Survey: Final Report

City of Columbia

2011 DirectionFinder Survey Results

Overall Satisfaction with City Services by Major Category


by percentage of respondents (excluding don't knows)
Parks and Rec programs/facilities Solid waste services City utility services Public safety services Public health services in the community Quality of customer service received Effectiveness of City communication w public City's stormwater runoff/management system

43% 30% 26% 26% 20% 19% 12% 11% 50% 48% 48% 37% 33% 23%
20% 40%

45% 55% 56% 55%

9% 4% 10% 6% 12% 6% 13% 6% 25% 28% 30%


5% 6% 9% 21% 16%

31% 44%
57% 60% 80%

Enforcement of City codes/ordinances for buildings 7% Condition of City streets 2% 18%


0%

100%

Very Satisfied (5) Source: ETC Institute (2011)

Satisfied (4)

Neutral (3)

Dissatisfied (1/2)

ETC Institute (2011)

2011 City of Columbia DirectionFinder Survey: Final Report

Overall Satisfaction with City Services by Major Category 2011 vs. 2007 vs. 2005
by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale where 5 means very satisfied (excluding don't knows) Quality of City parks and rec. programs/facilities Quality of public safety services Customer service received from City employees Quality of public health services in the community Effectiveness of City communication w/ public City's stormwater runoff/stormwater system Enforcement of City codes/ordinances for buildings Condition of City streets 20% 48% 40%
28% 35% 90% 86%

88%

81% 67%
77% 70%

84% 87%

67% 69%

70%

60%
55% 54%

64% 63%

47% 51%

City utility services not asked in 2005 or 2007 Solid waste services not asked in 2005 or 2007 0% Source: ETC Institute (2011) 20% 40% 60%

82% 85% 80% 100%

2011

2007

2005

Trends

City Services That Residents Think are the Most Important for the City to Provide by Major Category
by percentage of respondents who selected the item as one of their top three choices Public Safety services City utility services Condition of City streets Solid waste services Public health services in community Parks & Recreation programs & facilities City's stormwater runoff/management system Enforcement of codes & ordinances for buildings Effectiveness of City communication with public Quality of customer service from City employees
0%

80% 50% 45% 37% 24% 21% 10% 8% 8% 3%


20% 40% 60% 80% 100%

First Choice Third Choice


Source: ETC Institute (2011)

Second Choice

ETC Institute (2011)

2011 City of Columbia DirectionFinder Survey: Final Report

Satisfaction with Items That Influence Perception Residents Have of the City
by percentage of respondents (excluding don't knows) Quality of services provided by the City 16% 64% 17% 3%

Overall quality of life in the City

24%

54%

16%

6%

Overall feeling of safety in the City

15%

49%

22%

15%

Overall value received for City tax dollars/fees 12%

45%

27%

17%

The direction the City is heading 11%

40%

31%

18%

How well City is planning for growth 7%


0%

30%
20% 40%

29%
60%

34%
80% 100%

Very Satisfied (5) Source: ETC Institute (2011)

Satisfied (4)

Neutral (3)

Dissatisfied (1/2)

Satisfaction with Items That Influence Perception Residents Have of the City 2011 vs. 2007 vs. 2005
by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale where 5 means very satisfied (excluding don't knows)

80%
Quality of services provided by the City 84% 81%

78%
Overall quality of life in the City 84% 84%

64%
Overall feeling of safety in the City 71% 67%

57%
Value received for City tax dollars and fees 58% 54%

37%
How well the City is planning growth 35% 36%

51%
The direction the City is heading not asked in 2005 or 2007 0% Source: ETC Institute (2011) 20% 40% 60% 80% 100%

2011

2007

2005

Trends

ETC Institute (2011)

2011 City of Columbia DirectionFinder Survey: Final Report

Perceptions of Safety in the City by Major Category


by percentage of respondents (excluding don't knows) Walking in neighborhood during the day 63% 30% 5%2%

In downtown Columbia during the day

46%

45%

7% 3%

In City parks during the day

41%

46%

9%

4%

Walking in neighborhood at night

28%

42%

15%

15%

In downtown Columbia at night

9%

33%

29%

29%

In City parks at night 4%


0%

18%
20%

30%
40% 60%

48%
80% 100%

Very Safe (5)

Safe (4)

Neutral (3)

Unsafe (1/2)

Source: ETC Institute (2011)

Satisfaction with Various Aspects of Public Safety Services


by percentage of respondents (excluding don't knows)

How quickly Fire Dept. respond to emergencies

38%

51%

1% 10%

Overall quality of City fire protection

33%

56%

11%1%

Overall quality of local police services

16%

53%

22%

9%

How quickly police respond to emergencies

21%

48%

23%

9%

Police efforts to prevent crime

16%

48%

24%

12%

The City's municipal court 12%


0% 20%

42%
40% 60%

39%
80%

7%
100%

Very Satisfied (5) Source: ETC Institute (2011)

Satisfied (4)

Neutral (3)

Dissatisfied (1/2)

ETC Institute (2011)

2011 City of Columbia DirectionFinder Survey: Final Report

Satisfaction with Various Aspects of Public Safety Services 2011 vs. 2007 vs. 2005
by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale where 5 means very satisfied (excluding don't knows) 89% Quality of City fire protection
84% 87%

89% How quickly fire dept. respond to emergencies 69% Overall quality of local police services
77% 81% 84% 82%

69% How quickly police respond to emergencies


68% 68%

64% Police Department's efforts to prevent crime 54% City's municipal court 0% 20% 40%
50% 49% 63% 63%

60%

80%

100%

2011
Source: ETC Institute (2011)

2007

2005

Trends

Public Safety Services That Residents Think are the Most Important Services for the City to Provide by Major Category
by percentage of respondents who selected the item as one of their top three choices

Police efforts to prevent crime

70%

How quickly police respond to emergencies

62%

How quickly Fire Dept. respond to emergencies

61%

Overall quality of local police services

38%

Overall quality of City fire protection

31%

The City's municipal court


0%

14%
20% 40% 60% 80%

First Choice
Source: ETC Institute (2011)

Second Choice

Third Choice

ETC Institute (2011)

2011 City of Columbia DirectionFinder Survey: Final Report

Satisfaction with Various Aspects of Streets and Sidewalks


by percentage of respondents (excluding don't knows) Maintenance of City street lighting Maintenance of street signs/traffic signals 14% 13% 51% 50% 49% 45% 48% 41% 39% 32% 31% 19%
20%

28% 24% 27% 18% 28% 29% 29% 23% 38% 46% 58%

7% 13% 14% 23% 15% 22% 22%

Adequacy of City street lighting 11% Snow removal on major City streets 14%

Overall cleanliness & appearance of City streets 9% Condition of City sidewalks 9% Availability of sidewalks in the City 11% Maintenance of streets in YOUR neighborhood 7% Maintenance of major City streets 4% Snow removal on neighborhood streets 3%
0%

20% 19%
40% 60%

80%

100%

Very Satisfied (5) Source: ETC Institute (2011)

Satisfied (4)

Neutral (3)

Dissatisfied (1/2)

Satisfaction with Various Aspects of Streets & Sidewalks 2011 vs. 2007 vs. 2005
by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale where 5 means very satisfied (excluding don't knows) 63% 68% Maintenance of street signs/traffic signals
65%

Maintenance of City street lighting Adequacy of City street lighting Cleanliness of City streets/other public areas Snow removal on major City streets Availability of sidewalks in the City Maintenance of streets in your neighborhood Condition of City sidewalks Maintenance of major City streets Snow removal on neighborhood streets

65%
not asked in 2005

67%

63% 58%

60%

57%
51% 46% 49%

61% 58%

59%
64%

50%

39%

44% 50%

43% 48%

50%

35% 22% 20%


24%

41% 42%

38%

0%

40%

60%

80%

100%

2011
Source: ETC Institute (2011)

2007

2005

Trends

ETC Institute (2011)

2011 City of Columbia DirectionFinder Survey: Final Report

Streets and Sidewalk Services That Residents Think are the Most Important for the City to Provide by Major Category
by percentage of respondents who selected the item as one of their top three choices Maintenance of major City streets Snow removal on major City streets Maintenance of streets in YOUR neighborhood Snow removal on neighborhood streets Maintenance of street signs/traffic signals Adequacy of City street lighting Overall cleanliness & appearance of City streets Availability of sidewalks in the City Condition of City sidewalks Maitenance of City street lighting
0%

85% 45% 30% 28% 25% 20% 18% 15% 14% 6%


20% 40% 60% 80% 100%

First Choice Source: ETC Institute (2011)

Second Choice

Third Choice

Satisfaction with Various Aspects of Code Enforcement and Neighborhood Services


by percentage of respondents (excluding don't knows) Maintenance of business property 8% 50% 33% 9%

Animal regulations

9%

48%

30%

13%

Maintenance of residential property 7%

44%

35%

14%

Mowing & trimming of lawns on private property 8%

42%

35%

16%

Off-street parking regulations 6%

41%

38%

16%

Clean-up of litter & debris on private property 7%


0%

36%
20% 40%

32%
60% 80%

25%
100%

Very Satisfied (5) Source: ETC Institute (2011)

Satisfied (4)

Neutral (3)

Dissatisfied (1/2)

ETC Institute (2011)

2011 City of Columbia DirectionFinder Survey: Final Report

Code Enforcement and Neighborhood Services That Residents Think are the Most Important for the City to Provide by Major Category
by percentage of respondents who selected the item as one of their top three choices Clean-up of litter & debris on private property 60%

Maintenance of residential property

52%

Maitenance of business property

48%

Animal regulations

40%

Mowing & trimming of lawns on private property

29%

Off-street parking regulations


0% 10% 20%

24%
30% 40% 50% 60% 70%

First Choice Source: ETC Institute (2011)

Second Choice

Third Choice

How Respondent Would Rate the Quality of Their Neighborhood Compared to Five Years Ago
by percentage of respondents

Stayed about the same 51%

Gotten somewhat better 12%

Gotten much better 3%

Don't know 16% Gotten somewhat worse 15%


Source: ETC Institute (2011)

Gotten much worse 3%

ETC Institute (2011)

2011 City of Columbia DirectionFinder Survey: Final Report

Whether Respondents Feel the City of Columbia is Usually Responsive to the Concerns Their Neighborhood
by percentage of respondents

Yes 42%

No 21%

Don't know 37%


Source: ETC Institute (2011)

How Respondents Think the Level of Enforcement of City Codes & Ordinances Should Change Over the Next Two Years
by percentage of respondents

Be slightly increased 37%

Be greatly increased 13%

Don't know 16% Stay about the same 29% Be greatly reduced 2% Be slightly reduced 3%

Source: ETC Institute (2011)

ETC Institute (2011)

10

2011 City of Columbia DirectionFinder Survey: Final Report

Have you called or visited the City with a question, problem, or complaint during the past year?
No 53% by percentage of respondents

Whether Respondent Has Called or Visited the City with a Question, Problem or Complaint During the Past Year Yes 46%
Solid waste Streets/sidewalks Police Electric service Code enforcement Water/Sewer Parks & Recreation Public health Stormwater City Council Public transportation Fire City Manager Other

19% 17% 16% 16% 11% 9% 8% 5% 2% 2% 2% 2% 1% 8%


0% 10% 20% 30% 40%

Don't know 1%

Source: ETC Institute (2011)

Have you called or visited the City with a question, problem, or complaint during the past year?
No 53% by percentage of respondents

If Contacted, Why Did You Contact the City About this Service?
Don't know 1% Yes 46%
Report a problem Get information Request service Discuss a billing issue Request non-emergency assistance Request emergency assistance Comply with City requirements Other

40% 28% 16% 11% 7% 7% 3% 5%


10% 20% 30% 40% 50%

0%

Source: ETC Institute (2011)

ETC Institute (2011)

11

2011 City of Columbia DirectionFinder Survey: Final Report

Level of Agreement with Statements About the Quality of Service Received from City Employees the Last Time Respondents Contacted the City
by percentage of respondents (excluding don't knows)
Hours City employees were available met my needs 27% 55% 10% 8%

Employees who helped me were courteous/polite

31%

46%

14%

8%

City employees were technically competent

26%

48%

17%

9%

Satisfied w quality of customer service provided

26%

42%

15%

17%

Employees did what they said in timely manner

26%

42%

14%

18%

Employees gave prompt/accurate/complete answers

27%

40%

18%

16%

It was easy to reach the right person at the City 0%

21% 20%

42% 40% Agree (4) 60% Neutral (3)

17% 80%

20% 100%

Strongly Agree (5)

Disagree (1/2)

Source: ETC Institute (2011)

Level of Agreement with Statements About Communication


by percentage of respondents (excluding don't knows)

City gov't is a trusted source of info

16%

55%

22%

7%

Info is communicated clearly/accurately/etc 11%

47%

32%

11%

City gov't is open to citizen involvement/ideas

15%

43%

31%

12%

It is easy to get info needed from City government 12%

42%

36%

10%

0%

20%

40%

60%

80%

100%

Strongly Agree (5) Source: ETC Institute (2011)

Agree (4)

Neutral (3)

Disagree (1/2)

ETC Institute (2011)

12

2011 City of Columbia DirectionFinder Survey: Final Report

Level of Agreement with Various Statements About Communication 2011 vs 2007


by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale where 5 means very satisfied (excluding don't knows)
71%

City gov't is a trusted source of info


63%

54%

It is easy to get info needed from City government


50%

58%

Info is communicated clearly/accurately/etc


51%

58%

City gov't is open to citizen involvement/ideas


53%

0% Source: ETC Institute (2011)

20%

40%

60%

80%

100%

2011

2007

Trends

Satisfaction with Various Statements About Communication


by percentage of respondents (excluding don't knows)

Usefulness of info available on the City's website

15%

53%

25%

7%

How easy it is to use City's website

13%

47%

28%

13%

Usefulness of info provided in City newsletter 10%

44%

39%

8%

How often the City newsletter is released 11%

42%

43%

5%

Usefulness of programming on City's cable channel 8%

29%

46%

17%

How effectively the City is using social networks 7%


0%

20%
20% 40%

60%
60% 80%

13% 100%

Very Satisfied (5) Source: ETC Institute (2011)

Satisfied (4)

Neutral (3)

Dissatisfied (1/2)

ETC Institute (2011)

13

2011 City of Columbia DirectionFinder Survey: Final Report

How Often Respondents Use the Citys Website


by percentage of respondents

1-2 times per year 15%

Seldom or never 26%

A few times per year 30%

Don't know 2% At least once a week 5% At least once a month 22%

Source: ETC Institute (2011)

How Often Respondents Read the City Newsletter that is Distributed with the Citys Monthly Utility Bill
by percentage of respondents

Every month 39%

Every so often 24%

Don't know 3%

Infrequently 15%
Source: ETC Institute (2011)

Never 19%

ETC Institute (2011)

14

2011 City of Columbia DirectionFinder Survey: Final Report

Whether Respondents Have Done Any of the Following During the Past Year
by percentage of respondents (multiple choices allowed)

Read an article in the newspaper about the City Read the City's newsletter Visited the City website for info about the City Watched any programs the City cable channel Attended a neighborhood meeting Watched a City Council or Planning/Zoning meeting Called or written City Council member Accessed a City Council agenda on City's website Attended a City Council meeting Used Facebook/Twitter/YouTube to get City info Watched a City Council meeting on City's website Called or written the City Manager
0%

82% 68% 63% 24% 23% 16% 12% 12% 10% 7% 7% 4%


20% 40% 60% 80% 100%

Source: ETC Institute (2011)

Primary Sources of Information about City Issues, Services, and Events 2011 vs 2007 vs 2005
by percentage of respondents (multiple answers allowed) Local newspaper Television news City newsletter included w/ monthly utility bills Radio Friends/neighbors City website City cable channel
22%

72% 65% 38%

79% 75%

69% 75%

61% 56%

46% 40%

48% 56%

40% 42%

40%

13%

8%

21% 18%

6% Social networking sites not asked in 2005 or 2007 Other


0%

2%

3% 5% 20% 40% 60% 80% 100%

2011
Source: ETC Institute (2011)

2007

2005

Trends

ETC Institute (2011)

15

2011 City of Columbia DirectionFinder Survey: Final Report

Problems Respondents Had In the Neighborhood Where They Live During the Past 24 Months
by percentage of respondents (multiple choices were allowed)

Flooding in basements or other areas of home

14%

Severe soil erosion

14%

Flooding in streets more than 24 hrs after rain

11%

Other

13%

None - have not observed any problems

58%
20% 40% 60% 80%

0%

Source: ETC Institute (2011)

How Important Respondents Think It Is for the City of Columbia to Fund Stormwater Improvements that Will Help Prevent Flooding and Protect the Quality of Water in Lakes, Rivers, and Streams
by percentage of respondents

Very important 29%

Extremely important 27%

Don't know 7% Not important at all 2% Important 31% Not very important 4%

Source: ETC Institute (2011)

ETC Institute (2011)

16

2011 City of Columbia DirectionFinder Survey: Final Report

How Likely Would Respondents Be to Vote in Favor of a Proposal to Raise the Current Assessment to Fund Needed Stormwater Improvements in the City
by percentage of respondents

Likely 18% Very likely 19% Somewhat likely 22%

Don't know 11%

Not likely 17%


Source: ETC Institute (2011)

Not likely at all 13%

Satisfaction with Various Statements About Public Health


by percentage of respondents (excluding don't knows)

Guard against food poisoning

20%

55%

19%

5%

Prevent the spread of infectious disease

22%

51%

24%

3%

Encourage healthy lifestyles

24%

49%

21%

6%

Guard against exposure to environmental risks

16%

48%

29%

7%

Assure the health of women/children in community

18%

45%

28%

8%

Assess & monitor disease/injuries/potential risks


0%

17%
20%

46%
40% 60%

33%
80%

4%
100%

Very Satisfied (5)

Satisfied (4)

Neutral (3)

Dissatisfied (1/2)

Source: ETC Institute (2011)

ETC Institute (2011)

17

2011 City of Columbia DirectionFinder Survey: Final Report

Public Health Services That Residents Think are the Most Important for the City to Provide by Major Category
by percentage of respondents who selected the item as one of their top three choices

Prevent the spread of infectious disease

69%

Guard against food poisoning

61%

Guard against exposure to environmental risks

53%

Assure the health of women/children in community

31%

Encourage healthy lifestyles

29%

Assess & monitor disease/injuries/potential risks


0%

21%
20% 40% 60% 80%

First Choice Source: ETC Institute (2011)

Second Choice

Third Choice

Percentage of Residents Who Indicated that They Have Used Various City Services 2011 vs. 2007 vs. 2005
by percentage of respondents who answered "YES"

Do you use this Service?:


94% City water service
95% 95%

97% Residential trash collection service


94% 93%

88% City electric service


89% 88%

87% Curbside recycling (blue bags) 47% Drop-off recycling


0% 20% 40% 51% 45% 60% 80% 100% 86% 81%

2011
Source: ETC Institute (2011)

2007

2005

Trends

ETC Institute (2011)

18

2011 City of Columbia DirectionFinder Survey: Final Report

Satisfaction with Various Services Provided by the City


by percentage of respondents (excluding don't knows)

Residential trash collection service

47%

43%

5% 5%

City electric service

39%

50%

6% 4%

Curbside recycling (blue bags)

48%

41%

6% 5%

City water service

36%

51%

9% 5%

Drop-off recycling

38%

46%

12% 4%

0%

20%

40%

60%

80%

100%

Very Satisfied (5)

Satisfied (4)

Neutral (3)

Dissatisfied (1/2)

Source: ETC Institute (2011)

Satisfaction with Various Services Provided by the City 2011 vs. 2007 vs. 2005
by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale where 5 means very satisfied (excluding don't knows) 90% 94% 91% 89% 93% 92% 87% 91% 88% 89% 90% 88% 84% 78% 80% 20% 40% 60% 80% 100%

Residential trash collection service

Curbside recycling (blue bags)

City water service

City electric service

Drop-off recycling

0%

2011
Source: ETC Institute (2011)

2007

2005

Trends

ETC Institute (2011)

19

2011 City of Columbia DirectionFinder Survey: Final Report

Satisfaction with Various Statements About Transportation


by percentage of respondents (excluding don't knows)

How easy it is to get from your home to downtown

33%

48%

11% 9%

How easy it is for you to get to/from work

31%

47%

13% 9%

How easy it is to get to/from home/shopping areas

27%

50%

13% 10%

Ease of walking in the City

18%

46%

25%

11%

Ease of travel by bike in the City

18%

37%

32%

12%

Availability of public transportation

13%
0% 20%

31%
40%

33%
60% 80%

24%
100%

Very Satisfied (5)

Satisfied (4)

Neutral (3)

Dissatisfied (1/2)

Source: ETC Institute (2011)

Transportation Services That Residents Think are the Most Important for the City to Provide by Major Category
by percentage of respondents who selected the item as one of their top three choices

Availability of public transportation

58%

How easy it is for you to get to/from work

55%

How easy it is to get to/from home/shopping areas

45%

How easy it is to get from your home to downtown

41%

Ease of walking in the City

40%

Ease of travel by bike in the City


0% 20%

28%
40% 60% 80%

First Choice Source: ETC Institute (2011)

Second Choice

Third Choice

ETC Institute (2011)

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2011 City of Columbia DirectionFinder Survey: Final Report

What Priority Respondents Felt Should Be Place on the Following Major Community Priorities
by percentage of respondents (excluding don't knows) Maintaining City streets and infrastructure Protecting residents/businesses from crime Promoting economic development/job creation Managing stormwater runoff Minimizing congestion on City streets Preserving greenspace Preserving/protecting the environment Improving sidewalks and pedestrian walkways Ensuring that affordable housing is available Improving the visual attractiveness of the City Increasing resident participation in local govt Improving cooperation between the City & County Expanding public transportation services Adding biking lanes/paths
0%

61% 64% 45% 31% 29% 37% 30% 21% 22% 18% 17% 19% 24% 15% 19%
20%

32% 27% 32% 40% 41% 30% 36% 17% 23% 25% 21% 26% 31% 30% 35% 38% 38% 32% 27%
40% 60%

1% 6%

8% 2% 6% 6% 6% 13% 8% 12% 17% 14% 12% 12% 19%

36% 32% 32% 34% 32% 26%

39%
80% 100%

Very High (5)

High (4)

Neutral (3)

Low (1/2)

Source: ETC Institute (2011)

Community Priorities That Residents Think are the Most Important Issues for the City of Columbia
by percentage of respondents who selected the item as one of their top three choices

Maintaining City streets and infrastructure Protecting residents/businesses in City from crime Promoting economic development/job creation Minimizing congestion on City streets Ensuring that affordable housing is available Preserving greenspace Managing stormwater runoff Expanding public transportation services Preserving/protecting the environment Improving sidewalks and pedestrian walkways Adding biking lanes/paths Improving the visual attractiveness of the City Increasing resident participation in local govt Improving cooperation between the City & County
0%

58% 55% 38% 22% 21% 16% 14% 13% 13% 11% 6% 5% 5% 5%
20% 40% 60% 80%

First Choice Source: ETC Institute (2011)

Second Choice

Third Choice

ETC Institute (2011)

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2011 City of Columbia DirectionFinder Survey: Final Report

Whether Respondents Think It Is Important for the City of Columbia to Support Sustainability Programs That Help Reduce Pollution, Conserve Energy, and Protect Water Resources
by percentage of respondents

Yes 87%

Don't know 3% No 10%

Source: ETC Institute (2011)

How Would You Describe the Citys Efforts to Promote Water, Energy and Natural Resource Conservation?
by percentage of respondents

Doing the right amount 46%

Doing too much 7%

Don't know 19% Not doing enough 28%


Source: ETC Institute (2011)

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2011 City of Columbia DirectionFinder Survey: Final Report

How Willing Respondent Is to Have City Taxes Used to Support Various Social Services
by percentage of respondents (excluding don't knows)

Services for children, youth, & families

30%

36%

24%

11%

Services to meet basic needs & emergencies

29%

34%

27%

10%

Services to support economic opportunity

23%

36%

29%

12%

Services to support independent living

22%

37%

29%

12%

Mental health services


0%

23%
20%

33%
40% 60%

30%
80%

14%
100%

Very Willing (5) Source: ETC Institute (2011)

Willing (4)

Somewhat Willing (3)

Not Willing (1/2)

Have You Used Public Transportation Services in Columbia?


by percentage of respondents

Yes 31%

Don't know 1%

No 68%
Source: ETC Institute (2011)

ETC Institute (2011)

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2011 City of Columbia DirectionFinder Survey: Final Report

Have You Used the City Airport?


by percentage of respondents

Yes 46%

Don't know 1%

No 53%
Source: ETC Institute (2011)

Demographics

Source: ETC Institute (2011)

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2011 City of Columbia DirectionFinder Survey: Final Report

Years Lived in Columbia


by percentage of respondents

6 to 10 years 18% 5 years or less 20% 11 to 15 years 14%

16 to 20 years 12% 21 to 30 years 18%


Source: ETC Institute (2011)

31+ years 18%

When Was Your Home Built?


by percentage of respondents

1950-1969 20% 1970-1989 20% Before 1950 9% Don't know 4%

1990 or later 47%


Source: ETC Institute (2011)

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2011 City of Columbia DirectionFinder Survey: Final Report

Are You a Student In a College or University?


by percentage of respondents

Yes 10%

No 90%

Source: ETC Institute (2011)

Do You Own or Rent Your Current Residence?


by percentage of respondents

Own 78%

Rent 22%

Source: ETC Institute (2011)

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2011 City of Columbia DirectionFinder Survey: Final Report

Ages of Household Occupants


by percentage of respondents

10-19 years 14%

under 10 18%

65+ years 7%

20-44 years 37% 45-64 years 24%

Source: ETC Institute (2011)

Age of Respondent
by percentage of respondents

18-34 30%

35-44 27%

65+ 9%

55-64 15% 45-54 19% Source: ETC Institute (2011)

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2011 City of Columbia DirectionFinder Survey: Final Report

Do You Subscribe to Any of the Following Television Services?


by percentage of respondents (multiple choices were allowed)

Mediacom

41%

Century Link

28%

Satellite TV

24%

Charter Cable

3%

None

11%
0% 20% 40% 60%

Source: ETC Institute (2011)

Total Annual Household Income


by percentage of respondents

$30,000-$59,999 23%

$15,000-$29,999 11% Under $15,000 7%

Not provided 5%

$60,000-$99,999 28%

$100,000 or more 26%

Source: ETC Institute (2011)

ETC Institute (2011)

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2011 City of Columbia DirectionFinder Survey: Final Report

Respondents Race/Ethnicity
by percentage of respondents

Hispanic 4% Mixed Race 2% Native American/Eskimo 1% Asian/Pacific Islander 4% White/Caucasian 81% African American/Black 9%

Source: ETC Institute (2011)

Respondents Gender
by percentage of respondents

Female 52%

Male 48%
Source: ETC Institute (2011)

ETC Institute (2011)

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2011 City of Columbia DirectionFinder Survey: Final Report

Section 2:

Benchmarking Data

ETC Institute (2011)

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2011 City of Columbia DirectionFinder Survey: Final Report

DirectionFinder Survey
Year 2011 Benchmarking Summary Report
Overview
ETC Institute's DirectionFinder program was originally developed in 1999 to help community leaders in Kansas and Missouri use statistically valid community survey data as a tool for making better decisions. Since November 1999, the survey has been administered in more than 210 cities and counties in 43 states. This report contains benchmarking data from three sources: (1) a national survey that was administered by ETC Institute in the Spring of 2010 to a random sample of more than 4,300 residents in the continental United States (2) a regional survey that was administered by ETC Institute in the Spring of 2010 to a random sample of 437 residents in Kansas and Missouri communities and (3) surveys that have been administered by ETC Institute in 33 communities in the Kansas City metro area between January 2008 and May 2011. The Kansas and Missouri communities represented in this report include:

Ballwin, Missouri Blue Springs, Missouri Bonner Springs, Kansas Butler, Missouri Columbia, Missouri Clayton, Missouri Excelsior Springs, Missouri Gardner, Kansas Grandview, Missouri Harrisonville, Missouri Independence, Missouri Johnson County, Kansas Kansas City, Missouri Lawrence, Kansas Leawood, Kansas Lee's Summit, Missouri Lenexa, Kansas

Liberty, Missouri Merriam, Kansas Mission, Kansas OFallon, Missouri Olathe, Kansas Overland Park, Kansas Platte City, Missouri Pleasant Hill, Missouri Raymore, Missouri Riverside, Missouri Roeland Park, Kansas Rolla, Missouri Shawnee, Kansas Spring Hill, Kansas Unified Government of Kansas City and Wyandotte County

National Benchmarks. The first set of charts on the following pages show how the overall results for Columbia compare to the national average and the Kansas/Missouri average. These are based on the results of the survey that was administered by ETC Institute to a random sample of 4,377 U.S. residents and to 437 residents in Kansas and Missouri communities.

ETC Institute (2011)

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2011 City of Columbia DirectionFinder Survey: Final Report

Kansas/Missouri Benchmarks. The second set of charts show the highest, lowest, and average (mean) levels of satisfaction in the 33 communities, listed above, for more than 40 areas of service delivery. The mean rating is shown as a vertical line, which indicates the average level of satisfaction in the Kansas and Missouri communities. The actual ratings for Columbia are listed to the right of each chart. The dot on each bar shows how the results for Columbia compare to the other communities in the states of Kansas and Missouri where the DirectionFinder survey has been administered.

ETC Institute (2011)

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2011 City of Columbia DirectionFinder Survey: Final Report

National and Regional Benchmarks


Note: The benchmarking data contained in this report is protected intellectual property. Any reproduction of the benchmarking information in this report by persons or organizations not directly affiliated with the City of Columbia is not authorized without written consent from ETC Institute.

Overall Satisfaction with Various City Services


Columbia vs. Kansas/Missouri vs. the U.S
by percentage of respondents who rated the item 4 or 5 on a 5-point scale where 5 was "very satisfied" and 1 was "very dissatisfied" (excluding don't knows) Parks/recreation programs & facilities Solid waste services City utility services Public safety services Customer service City communication with the public Stormwater runoff/management Availability of public transportation services Enforcement of codes & ordinances 0% 20% 31% 50% 56% 50% 46% 75% 72% 76% 77% 76% 74%

88% 85%

82%

81% 80%

81%

67%

60%

48% 44%
43%

65% 63%

40%
40%

47% 51% 60% 80% 100%

Source: 2011 ETC Institute

Columbia

Kansas/Missouri Average

U.S. Average

ETC Institute (2011)

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2011 City of Columbia DirectionFinder Survey: Final Report

Satisfaction with Issues that Influence Perceptions of the City


Columbia vs. Kansas/Missouri vs. the U.S
by percentage of respondents who rated the item 4 or 5 on a 5-point scale where 5 was "very satisfied" and 1 was "very dissatisfied" (excluding don't knows)

80%
Overall quality of City services provided 56% 57%

78%
Overall quality of life in the City 77% 80%

57%
Value received for City tax dollars/fees 43% 45%

51%
Direction the City is headed 61% 57%

37%
How well the City is planning growth 49% 44% 20% Columbia 40% 60% 80% U.S. Average 100%

0%

Source: 2011 ETC Institute

Kansas/Missouri Average

How Safe Residents Feel in Their Community


Columbia vs. Kansas/Missouri vs. the U.S
by percentage of respondents who rated the item 4 or 5 on a 5-point scale where 5 was "very safe" and 1 was "very unsafe" (excluding don't knows)

93%
In your neighborhood during the day 96%

92%

70%
In your neighborhood at night 75%

68%

0%

20% Columbia

40%

60%

80% U.S. Average

100%

Source: 2011 ETC Institute

Kansas/Missouri Average

ETC Institute (2011)

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2011 City of Columbia DirectionFinder Survey: Final Report

Overall Satisfaction with Public Safety Services


Columbia vs. Kansas/Missouri vs. the U.S
by percentage of respondents who rated the item 4 or 5 on a 5-point scale where 5 was "very satisfied" and 1 was "very dissatisfied" (excluding don't knows)

89%
Local fire protection 90% 90%

89%
Fire Depart response time to emergencies 88% 87%

69%
Local police protection 75% 73%

69%
Police response time to emergencies 77% 71%

64%
Crime prevention 60% 61% 20% 40% 60% 80% 100%

0% Columbia

Kansas/Missouri Average

U.S. Average

Source: 2011 ETC Institute

Overall Satisfaction with Streets and Sidewalks


Columbia vs. Kansas/Missouri vs. the U.S
by percentage of respondents who rated the item 4 or 5 on a 5-point scale where 5 was "very satisfied" and 1 was "very dissatisfied" (excluding don't knows)

Condition of street signs & traffic signals Adequacy of City street lighting Snow removal on City streets Cleanliness/appearance of City streets Condition of sidewalks Maintenance of neighborhood streets Maintenance of major City streets Snow removal on neighborhood streets 0% 20% Columbia

63% 60% 59%


64%

77% 77%

68% 63% 71%

57% 50% 39% 35% 22%


40%

67% 65%

51% 53% 56% 57% 62% 59%

49% 49% 60% 80% U.S. Average 100%

Kansas/Missouri Average

Source: 2011 ETC Institute

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2011 City of Columbia DirectionFinder Survey: Final Report

Overall Satisfaction with Code Enforcement and Neighborhood Services


Columbia vs. Kansas/Missouri vs. the U.S
by percentage of respondents who rated the item 4 or 5 on a 5-point scale where 5 was "very satisfied" and 1 was "very dissatisfied" (excluding don't knows)

57%
Animal regulations 58% 58%

51%
Maintenance of residential property 48% 48%

50%
Enforcing mowing/trimming on private property 50% 49%

43%
Clean-up of litter/debris on private property 49% 47% 0% Columbia 20% 40% 60% 80% U.S. Average 100%

Kansas/Missouri Average

Source: 2011 ETC Institute

Overall Satisfaction with Customer Service


Columbia vs. Kansas/Missouri vs. the U.S
by percentage of respondents who rated the item 4 or 5 on a 5-point scale where 5 was a positive response and 1 was a negative response (excluding don't knows)

77%
Employees were courteous/polite 69% 69%

68%
Employees did what they said in a timely manner 56% 56%

68%
Overall satisfaction 54% 55%

67%
Employees gave promt/accurate/complete answers 57% 61%

63%
It was easy to reach the City employee needed 69% 71% 20% 40% 60% 80% 100%

0% Columbia

Kansas/Missouri Average

U.S. Average

Source: 2011 ETC Institute

ETC Institute (2011)

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2011 City of Columbia DirectionFinder Survey: Final Report

Overall Satisfaction with Communication


Columbia vs. Kansas/Missouri vs. the U.S
by percentage of respondents who rated the item 4 or 5 on a 5-point scale where 5 was "very satisfied" and 1 was "very dissatisfied" (excluding don't knows)

68%
Usefulness of info on the City's website 56%

59%

37%
Usefulness of programming on City cable tv channel 65%

60%

0% Columbia

20%

40%

60% U.S. Average

80%

100%

Kansas/Missouri Average

Source: 2011 ETC Institute

Overall Satisfaction with Utility Services


Columbia vs. Kansas/Missouri vs. the U.S
by percentage of respondents who rated the item 4 or 5 on a 5-point scale where 5 was "very satisfied" and 1 was "very dissatisfied" (excluding don't knows)

90%
Residential trash collection services 82%

82%

87%
Water service 77%

78%

0% Columbia

20%

40%

60% U.S. Average

80%

100%

Kansas/Missouri Average

Source: 2011 ETC Institute

ETC Institute (2011)

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2011 City of Columbia DirectionFinder Survey: Final Report

Kansas and Missouri Performance Ranges

Source: ETC Institute DirectionFinder (2011)

Overall Satisfaction With Various City Services - 2011


by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale

Columbia, MO
Public safety 57% 96% 81%

Parks and recreation programs & facilities

31%

97%88%

Overall quality of customer service

30%

86%

67% 60%

Effectiveness of communication with the public

25%

83%

Enforcement of City codes/ordinances

28%

72%

40% 48%
100%

City stormwater runoff/management system 0%

32% 20% 40% 60%

77% 80%

ETC Institute (2011)

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2011 City of Columbia DirectionFinder Survey: Final Report

Perceptions that Residents Have of the City in Which They Live - 2011
by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale

Columbia, MO

Overall quality of life in the City

29%

97% 78%

Overall value received for your tax dollars

24%

81%

57%

0%

20%

40%

60%

80%

100%

LOW---------MEAN--------HIGH

Satisfaction with Public Safety Services - 2011


by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale

Columbia, MO

Overall quality of local fire protection

71%

97%89%

Overall quality of local police protection

52%

94% 69%

The City's overall efforts to prevent crime

33%

88%

64%

0%

20%

40%

60%

80%

100%

LOW---------MEAN--------HIGH

ETC Institute (2011)

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2011 City of Columbia DirectionFinder Survey: Final Report

Satisfaction with Streets and Sidewalks - 2011


by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale

Columbia, MO
Snow removal on major City streets

41%

93%

59% 57%

Cleanliness/appearance of City streets

33%

93%

Maintenance of major City Streets

22%

93%

35%

Condition of streets signs/traffic signals

48%

92%

63% 50%

Condition of City sidewalks

21%

88%

Adequacy of City street lighting

42% 20% 40% 60% 80%

86% 100%

60%

0%

Satisfaction with the Code Enforcement and Neighborhood Services - 2011


by percentage of respondents who rated the item as a 4 or 5 on a 5-point scale

Columbia, MO
Animal regulations

36%

81%

57%

Maintenance of business property

24%

77%

58%

Enforcing mowing and trimming of lawns

19%

74%

50%

Clean-up of debris on private property

21%

72%

43%

Maintenance of residential property

24% 20% 40% 60%

68% 80% 100%

51%

0%

LOW---------MEAN--------HIGH

ETC Institute (2011)

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2011 City of Columbia DirectionFinder Survey: Final Report

Section 3:

Importance-Satisfaction Analysis

ETC Institute (2011)

41

2011 City of Columbia DirectionFinder Survey: Final Report

Importance-Satisfaction Analysis
Columbia, Missouri Overview
Today, city officials have limited resources which need to be targeted to activities that are of the most benefit to their citizens. Two of the most important criteria for decision making are (1) to target resources toward services of the highest importance to citizens; and (2) to target resources toward those services where citizens are the least satisfied. The Importance-Satisfaction (IS) rating is a unique tool that allows public officials to better understand both of these highly important decision making criteria for each of the services they are providing. The Importance-Satisfaction rating is based on the concept that cities will maximize overall citizen satisfaction by emphasizing improvements in those service categories where the level of satisfaction is relatively low and the perceived importance of the service is relatively high.

Methodology
The rating is calculated by summing the percentage of responses for items selected as the first, second, and third most important services for the City to emphasize over the next two years. This sum is then multiplied by 1 minus the percentage of respondents that indicated they were positively satisfied with the City's performance in the related area (the sum of the ratings of 4 and 5 on a 5-point scale excluding >don't knows=). Don't know responses are excluded from the calculation to ensure that the satisfaction ratings among service categories are comparable. [IS=Importance x (1-Satisfaction)]. Example of the Calculation. Respondents were asked to identify the major categories of city services they thought should receive the most emphasis over the next two years. Nineteen percent (19%) selected parks and recreation as one of the most important service to emphasize over the next two years. With regard to satisfaction, 90% of the residents survey rated the citys overall performance in parks and recreation as a 4 or a 5 on a 5-point scale (where 5 means very satisfied) excluding Don't know responses. The I-S rating for parks and recreation was calculated by multiplying the sum of the most important percentages by 1 minus the sum of the satisfaction percentages. In this example, 19% was multiplied by 10% (1-0.90). This calculation yielded an I-S rating of 0.0190, which was ranked ninth out of nine major service categories.

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2011 City of Columbia DirectionFinder Survey: Final Report

The maximum rating is 1.00 and would be achieved when 100% of the respondents select an item as one of their top three choices to emphasize over the next two years and 0% indicate that they are positively satisfied with the delivery of the service. The lowest rating is 0.00 and could be achieved under either one of the following two situations: ! ! if 100% of the respondents were positively satisfied with the delivery of the service if none (0%) of the respondents selected the service as one of the three most important areas for the City to emphasize over the next two years.

Interpreting the Ratings


Ratings that are greater than or equal to 0.20 identify areas that should receive significantly more emphasis over the next two years. Ratings from .10 to .20 identify service areas that should receive increased emphasis. Ratings less than .10 should continue to receive the current level of emphasis. ! ! ! Definitely Increase Emphasis (IS>=0.20) Increase Current Emphasis (0.10<=IS<0.20) Maintain Current Emphasis (IS<0.10)

The results for Columbia are provided on the following page.

ETC Institute (2011)

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2011 City of Columbia DirectionFinder Survey: Final Report

Importance-Satisfaction Rating
City of Columbia

OVERALL
Category of Service Most Important % Most Important Satisfaction Rank Satisfaction % Rank ImportanceSatisfaction Rating I-S Rating Rank

Very High Priority (IS >.20) Condition of City streets High Priority (IS .10-.20) Public safety services Medium Priority (IS <.10) City utility services Public health services in the community Solid waste services City's stormwater runoff/management system Enforcement of City codes/ordinances for buildings Effectiveness of City communication w public Parks and Rec programs/facilities Quality of customer service received

45%

20%

10

0.3600

80%

81%

0.1520

50% 24% 37% 10% 8% 8% 21% 3%

2 5 4 7 9 8 6 10

83% 70% 84% 48% 40% 60% 87% 66%

3 5 2 8 9 7 1 6

0.0850 0.0720 0.0592 0.0520 0.0480 0.0320 0.0273 0.0102

3 4 5 6 7 8 9 10

Note: The I-S Rating is calculated by multiplying the "Most Important" % by (1-'Satisfaction' %) Most Important %:
The "Most Important" percentage represents the sum of the first, second, and third most important responses for each item. Respondents were asked to identify the items they thought should receive the most emphasis over the next two years.

Satisfaction %:

The "Satisfaction" percentage represents the sum of the ratings "4" and "5" excluding 'don't knows.' Respondents ranked their level of satisfaction with the each of the items on a scale of 1 to 5 with "5" being very satisfied and "1" being very dissatisfied.

2011 DirectionFinder by ETC Institute

ETC Institute (2011)

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2011 City of Columbia DirectionFinder Survey: Final Report

Importance-Satisfaction Rating
City of Columbia

Public Safety
Category of Service Very High Priority (IS >.20) Police efforts to prevent crime High Priority (IS .10-.20) How quickly police respond to emergencies Overall quality of local police services Medium Priority (IS <.10) How quickly Fire Dept. respond to emergencies The City's municipal court Overall quality of City fire protection 70% 1 64% 5 0.2520 1
Most Important % Most Important Rank Satisfaction % Satisfaction Rank ImportanceSatisfaction Rating I-S Rating Rank

62% 38%

2 4

69% 69%

3 4

0.1922 0.1178

2 3

61% 14% 31%

3 6 5

89% 54% 88%

1 6 2

0.0671 0.0644 0.0372

4 5 6

Note: The I-S Rating is calculated by multiplying the "Most Important" % by (1-'Satisfaction' %) Most Important %:
The "Most Important" percentage represents the sum of the first and second most important responses for each item. Respondents were asked to identify the items they thought should receive the most emphasis over the next two years.

Satisfaction %:

The "Satisfaction" percentage represents the sum of the ratings "4" and "5" excluding 'don't knows.' Respondents ranked their level of satisfaction with the each of the items on a scale of 1 to 5 with "5" being very satisfied and "1" being very dissatisfied.

2011 DirectionFinder by ETC Institute

ETC Institute (2011)

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2011 City of Columbia DirectionFinder Survey: Final Report

Importance-Satisfaction Rating
City of Columbia

Streets and Sidewalks


Category of Service Very High Priority (IS >.20) Maintenance of major City streets Snow removal on neighborhood streets High Priority (IS .10-.20) Snow removal on major City streets Maintenance of streets in YOUR neighborhood Medium Priority (IS <.10) Maintenance of street signs/traffic signals Adequacy of City street lighting Overall cleanliness & appearance of City streets Availability of sidewalks in the City Condition of City sidewalks Maintenance of City street lighting 45% 30% 2 3 59% 39% 4 8 0.1845 0.1830 3 4 85% 28% 1 4 34% 23% 9 10 0.5610 0.2156 1 2
Most Important % Most Important Rank Satisfaction % Satisfaction Rank ImportanceSatisfaction Rating I-S Rating Rank

25% 20% 18% 15% 14% 6%

5 6 7 8 9 10

63% 60% 57% 49% 49% 65%

2 3 5 6 7 1

0.0925 0.0800 0.0774 0.0765 0.0714 0.0210

5 6 7 8 9 10

Note: The I-S Rating is calculated by multiplying the "Most Important" % by (1-'Satisfaction' %) Most Important %:
The "Most Important" percentage represents the sum of the first and second most important responses for each item. Respondents were asked to identify the items they thought should receive the most emphasis over the next two years.

Satisfaction %:

The "Satisfaction" percentage represents the sum of the ratings "4" and "5" excluding 'don't knows.' Respondents ranked their level of satisfaction with the each of the items on a scale of 1 to 5 with "5" being very satisfied and "1" being very dissatisfied.

2011 DirectionFinder by ETC Institute

ETC Institute (2011)

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2011 City of Columbia DirectionFinder Survey: Final Report

Importance-Satisfaction Rating
City of Columbia

Code Enforcement and Neighborhood Services


Category of Service Very High Priority (IS >.20) Clean-up of litter & debris on private property Maintenance of residential property Maintenance of business property High Priority (IS .10-.20) Animal regulations Mowing & trimming of lawns on private property Off-street parking regulations 40% 29% 24% 4 5 6 57% 49% 46% 2 4 5 0.1720 0.1479 0.1296 4 5 6 60% 47% 52% 1 3 2 43% 51% 58% 6 3 1 0.3420 0.2303 0.2184 1 2 3
Most Important % Most Important Rank Satisfaction % Satisfaction Rank ImportanceSatisfaction Rating I-S Rating Rank

Note: The I-S Rating is calculated by multiplying the "Most Important" % by (1-'Satisfaction' %) Most Important %:
The "Most Important" percentage represents the sum of the first and second most important responses for each item. Respondents were asked to identify the items they thought should receive the most emphasis over the next two years.

Satisfaction %:

The "Satisfaction" percentage represents the sum of the ratings "4" and "5" excluding 'don't knows.' Respondents ranked their level of satisfaction with the each of the items on a scale of 1 to 5 with "5" being very satisfied and "1" being very dissatisfied.

2011 DirectionFinder by ETC Institute

ETC Institute (2011)

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2011 City of Columbia DirectionFinder Survey: Final Report

Importance-Satisfaction Rating
City of Columbia Public Health
Most Most Important Important Satisfaction Satisfaction % Rank % Rank ImportanceSatisfaction I-S Rating Rating Rank

Category of Service
High Priority (IS .10-.20) Guard against exposure to environmental risks Prevent the spread of infectious disease Guard against food poisoning Assure the health of women/children in community Medium Priority (IS <.10) Encourage healthy lifestyles Assess & monitor disease/injuries/potential risks

53% 69% 61% 31%

3 1 2 4

64% 73% 76% 63%

4 2 1 5

0.1908 0.1863 0.1464 0.1147

1 2 3 4

29% 21%

5 6

73% 63%

3 6

0.0783 0.0777

5 6

Note: The I-S Rating is calculated by multiplying the "Most Important" % by (1-'Satisfaction' %) Most Important %: The "Most Important" percentage represents the sum of the first and second most important responses for each item. Respondents were asked to identify the items they thought should receive the most emphasis over the next two years. The "Satisfaction" percentage represents the sum of the ratings "4" and "5" excluding 'don't knows.' Respondents ranked their level of satisfaction with the each of the items on a scale of 1 to 5 with "5" being very satisfied and "1" being very dissatisfied.

Satisfaction %:

2011 DirectionFinder by ETC Institute

ETC Institute (2011)

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2011 City of Columbia DirectionFinder Survey: Final Report

Importance-Satisfaction Rating
City of Columbia

Transportation
Category of Service Very High Priority (IS >.20) Availability of public transportation High Priority (IS .10-.20) Ease of walking in the City Ease of travel by bike in the City How easy it is for you to get to/from work How easy it is to get to/from home/shopping areas Medium Priority (IS <.10) How easy it is to get from your home to downtown 40% 28% 55% 45% 5 6 2 3 65% 55% 79% 77% 4 5 2 3 0.1400 0.1260 0.1155 0.1035 2 3 4 5 58% 1 43% 6 0.3306 1
Most Important % Most Important Rank Satisfaction % Satisfaction Rank ImportanceSatisfaction Rating I-S Rating Rank

41%

80%

0.0820

Note: The I-S Rating is calculated by multiplying the "Most Important" % by (1-'Satisfaction' %) Most Important %:
The "Most Important" percentage represents the sum of the first and second most important responses for each item. Respondents were asked to identify the items they thought should receive the most emphasis over the next two years.

Satisfaction %:

The "Satisfaction" percentage represents the sum of the ratings "4" and "5" excluding 'don't knows.' Respondents ranked their level of satisfaction with the each of the items on a scale of 1 to 5 with "5" being very satisfied and "1" being very dissatisfied.

2011 DirectionFinder by ETC Institute

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2011 City of Columbia DirectionFinder Survey: Final Report

2011 City of Columbia DirectionFinder Importance-Satisfaction Assessment Matrix -Overall(points on the graph show deviations from the mean importance and satisfaction ratings given by respondents to the survey)

mean importance

Exceeded Expectations
lower importance/higher satisfaction

Continued Emphasis
higher importance/higher satisfaction

Satisfaction Rating

Parks and Recreation programs/facilities ! Solid waste services ! Quality of customer service received Public health services in the community !

Public safety services

!City utility services

!
mean satisfaction

!Effectiveness of City
communication w public

!City's stormwater
runoff/management system Enforcement of City ! codes/ordinances for buildings Condition of City streets

Less Important
lower importance/lower satisfaction

Opportunities for Improvement


higher importance/lower satisfaction

Lower Importance

Higher Importance

Importance Rating
Source: ETC Institute (May 2011)
ETC Institute (2011) 50

2011 City of Columbia DirectionFinder Survey: Final Report

2011 City of Columbia DirectionFinder Importance-Satisfaction Assessment Matrix -Public Safety(points on the graph show deviations from the mean importance and satisfaction ratings given by respondents to the survey)

mean importance

Exceeded Expectations
lower importance/higher satisfaction

Continued Emphasis
higher importance/higher satisfaction

! Overall quality of

! How quickly Fire Dept.


respond to emergencies

Satisfaction Rating

City fire protection

Overall quality of local police services !

respond to emergencies Police efforts to prevent crime !

! How quickly police

! The City's municipal court


Less Important
lower importance/lower satisfaction

Opportunities for Improvement


higher importance/lower satisfaction

Lower Importance Source: ETC Institute (May 2011)


ETC Institute (2011)

Importance Rating

Higher Importance
51

mean satisfaction

2011 City of Columbia DirectionFinder Survey: Final Report

2011 City of Columbia DirectionFinder Importance-Satisfaction Assessment Matrix -Streets & Sidewalks(points on the graph show deviations from the mean importance and satisfaction ratings given by respondents to the survey)

mean importance

Exceeded Expectations
lower importance/higher satisfaction

Continued Emphasis
higher importance/higher satisfaction

Maintenance of street signs/traffic signals Maintenance of City street lighting

Satisfaction Rating

!
Adequacy of City street lighting ! Overall cleanliness & ! appearance of City streets Condition of City sidewalks!! Availability of sidewalks in the City

!
mean satisfaction
52

!Snow removal on major City streets

! Maintenance of streets in YOUR neighborhood


Maintenance of major City streets !

Snow removal on neighborhood streets

Less Important
lower importance/lower satisfaction

Opportunities for Improvement


higher importance/lower satisfaction

Lower Importance Source: ETC Institute (May 2011)


ETC Institute (2011)

Importance Rating

Higher Importance

2011 City of Columbia DirectionFinder Survey: Final Report

2011 City of Columbia DirectionFinder Importance-Satisfaction Assessment Matrix -Code Enforcement(points on the graph show deviations from the mean importance and satisfaction ratings given by respondents to the survey)

mean importance

Exceeded Expectations
lower importance/higher satisfaction

Continued Emphasis
higher importance/higher satisfaction

Satisfaction Rating

!Maintenance of residential property


on private property Off-street parking ! regulations

!Mowing & trimming of lawns


Clean-up of litter & debris on private property !

Less Important
lower importance/lower satisfaction

Opportunities for Improvement


higher importance/lower satisfaction

Lower Importance Source: ETC Institute (May 2011)


ETC Institute (2011)

Importance Rating

Higher Importance
53

mean satisfaction

Animal regulations!

Maintenance of ! business property

2011 City of Columbia DirectionFinder Survey: Final Report

2011 City of Columbia DirectionFinder Importance-Satisfaction Assessment Matrix -Public Health(points on the graph show deviations from the mean importance and satisfaction ratings given by respondents to the survey)

mean importance

Exceeded Expectations
lower importance/higher satisfaction

Continued Emphasis
higher importance/higher satisfaction

Guard against food poisoning !

Satisfaction Rating

Encourage healthy lifestyles!

Prevent the spread of infectious disease !

Assess & monitor disease /injuries/potential risks Guard against exposure ! to environmental risks

Assure the health of women ! and children in community

Less Important
lower importance/lower satisfaction

Opportunities for Improvement


higher importance/lower satisfaction

Lower Importance Source: ETC Institute (May 2011)


ETC Institute (2011)

Importance Rating

Higher Importance
54

mean satisfaction

2011 City of Columbia DirectionFinder Survey: Final Report

2011 City of Columbia DirectionFinder Importance-Satisfaction Assessment Matrix -Transportation(points on the graph show deviations from the mean importance and satisfaction ratings given by respondents to the survey)

mean importance

Exceeded Expectations
lower importance/higher satisfaction

Continued Emphasis
higher importance/higher satisfaction

How easy it is to get from ! your home to downtown

! How easy it is to

! How easy it is for you


to get to/from work

Satisfaction Rating

get to/from home/ shopping areas

! Ease of travel by bike in the City


Availability of public transportation !

Less Important
lower importance/lower satisfaction

Opportunities for Improvement


higher importance/lower satisfaction

Lower Importance Source: ETC Institute (May 2011)


ETC Institute (2011)

Importance Rating

Higher Importance
55

mean satisfaction

Ease of walking in the City !

2011 City of Columbia DirectionFinder Survey: Final Report

Section 4:

Tabular Data

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2011 City of Columbia DirectionFinder Survey: Final Report

Q1. Major categories of services provided by the City of Columbia are listed below. Please rate each item on a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied."
(N=834) Very Satisfied 25.1% 41.6% 1.7% Very Dissatisfied Dissatisfied Don't Know 4.2% 1.2% 3.6% 2.6% 40.0% 1.0% 16.4% 2.9% 1.0%

Q1a. Public safety services Q1b. Parks & recreation programs & facilities Q1c. Condition of City streets Q1d. Enforcement of City codes & ordinances for building & housing Q1e. Quality of customer service from City employees Q1f. Effectiveness of City communication with public Q1g. City's stormwater runoff/stormwater management system Q1h. Public health services in community Q1i. Solid waste services Q1j. City utility services

Satisfied 53.1% 43.3% 18.2%

Neutral 12.8% 8.6% 22.7%

5.6%

27.2%

35.9%

10.6%

3.0%

17.7%

16.9%

43.7%

25.7%

4.6%

0.7%

8.4%

11.4%

45.9%

29.0%

7.6%

1.4%

4.7%

9.7% 17.3% 29.4% 25.8%

32.6% 43.6% 54.1% 55.2%

27.2% 21.9% 9.5% 11.8%

14.0% 3.7% 5.2% 4.3%

4.4% 0.7% 1.1% 1.2%

12.0% 12.7% 0.7% 1.7%

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Q1. Major categories of services provided by the City of Columbia are listed below. Please rate each item on a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied." (without "don't know")
(N=834) Very Dissatisfied 1.2% 1.0% 16.6%

Q1a. Public safety services Q1b. Parks & recreation programs & facilities Q1c. Condition of City streets Q1d. Enforcement of City codes & ordinances for building & housing Q1e. Quality of customer service from City employees Q1f. Effectiveness of City communication with public Q1g. City's stormwater runoff/stormwater management system Q1h. Public health services in community Q1i. Solid waste services Q1j. City utility services

Very Satisfied 26.0% 42.8% 1.7%

Satisfied 55.1% 44.6% 18.4%

Neutral 13.3% 8.9% 22.9%

Dissatisfied 4.4% 2.7% 40.4%

6.9%

33.1%

43.6%

12.8%

3.6%

18.5%

47.7%

28.0%

5.0%

0.8%

11.9%

48.2%

30.4%

7.9%

1.5%

11.0% 19.8% 29.6% 26.3%

37.1% 50.0% 54.5% 56.2%

30.9% 25.1% 9.6% 12.0%

15.9% 4.3% 5.2% 4.4%

5.0% 0.8% 1.1% 1.2%

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Q2. Which THREE of the major City services listed above do you think are the most important services for the City to provide?
Q2. Top choice Public safety services Parks & recreation programs & facilities Condition of City streets Enforcement of City codes & ordinances for building & housing Quality of customer service from City employees Effectiveness of City communication with public Stormwater runoff/stormwater management system Public health services in community Solid waste services City utility services None chosen Total Number 512 27 71 8 7 11 5 32 25 108 28 834 Percent 61.4 % 3.2 % 8.5 % 1.0 % 0.8 % 1.3 % 0.6 % 3.8 % 3.0 % 12.9 % 3.4 % 100.0 %

Q2. Which THREE of the major City services listed above do you think are the most important services for the City to provide?
Q2. 2nd choice Public safety services Parks & recreation programs & facilities Condition of City streets Enforcement of City codes & ordinances for building & housing Quality of customer service from City employees Effectiveness of City communication with public Stormwater runoff/stormwater management system Public health services in community Solid waste services City utility services None chosen Total Number 79 70 179 31 6 18 23 89 133 169 37 834 Percent 9.5 % 8.4 % 21.5 % 3.7 % 0.7 % 2.2 % 2.8 % 10.7 % 15.9 % 20.3 % 4.4 % 100.0 %

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Q2. Which THREE of the major City services listed above do you think are the most important services for the City to provide?
Q2. 3rd choice Public safety services Parks & recreation programs & facilities Condition of City streets Enforcement of City codes & ordinances for building & housing Quality of customer service from City employees Effectiveness of City communication with public Stormwater runoff/stormwater management system Public health services in community Solid waste services City utility services None chosen Total Number 74 79 128 31 15 33 55 80 148 137 54 834 Percent 8.9 % 9.5 % 15.3 % 3.7 % 1.8 % 4.0 % 6.6 % 9.6 % 17.7 % 16.4 % 6.5 % 100.0 %

Q2. Which THREE of the major City services listed above do you think are the most important services for the City to provide? (top 3)
Q2. Sum of the top three choices Public safety services Parks & recreation programs & facilities Condition of City streets Enforcement of City codes & ordinances for building & housing Quality of customer service from City employees Effectiveness of City communication with public Stormwater runoff/stormwater management system Public health services in community Solid waste services City utility services None chosen Total Number 665 176 378 70 28 62 83 201 306 414 28 2411 Percent 79.7 % 21.1 % 45.3 % 8.4 % 3.4 % 7.4 % 10.0 % 24.1 % 36.7 % 49.6 % 3.4 %

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2011 City of Columbia DirectionFinder Survey: Final Report

Q3. Several items that may influence your perception of the City of Columbia are listed below. Please rate each item on a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied."
(N=834) Very Satisfied Q3a. Overall quality of services provided by City Q3b. Overall value received for City tax & fees Q3c. How well City is planning for growth Q3d. Overall quality of life in City Q3e. Overall feeling of safety in City Q3f. Direction City is heading 15.8% 11.2% 6.8% 23.8% 15.0% 10.1% Very Dissatisfied Dissatisfied Don't Know 2.4% 12.2% 22.2% 4.6% 10.2% 13.4% 0.7% 4.0% 9.0% 1.4% 4.1% 4.0% 1.9% 4.0% 7.7% 1.4% 1.6% 5.3%

Satisfied 62.7% 42.9% 27.3% 53.1% 47.9% 37.7%

Neutral 16.4% 25.8% 27.0% 15.7% 21.2% 29.5%

Q3. Several items that may influence your perception of the City of Columbia are listed below. Please rate each item on a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied." (without "don't know")
(N=834) Very Dissatisfied 0.7% 4.1% 9.8% 1.5% 4.1% 4.2%

Very Satisfied Q3a. Overall quality of services provided by City Q3b. Overall value received for City tax & fees Q3c. How well City is planning for growth Q3d. Overall quality of life in City Q3e. Overall feeling of safety in City Q3f. Direction City is heading 16.2% 11.6% 7.4% 24.1% 15.2% 10.6%

Satisfied 63.9% 44.6% 29.5% 53.8% 48.7% 39.8%

Neutral 16.8% 26.9% 29.3% 16.0% 21.6% 31.2%

Dissatisfied 2.4% 12.8% 24.1% 4.6% 10.4% 14.2%

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2011 City of Columbia DirectionFinder Survey: Final Report

Q4. Using a scale of 1 to 5, where 5 means "Very Safe" and 1 means "Very Unsafe," please rate your feeling of safety in the following situations in the City.
(N=834) Very Unsafe 0.7% 4.2% 0.6% 6.5% 0.5% 11.5%

Very Safe Q4a. Walking in your neighborhood during the day Q4b. Walking in your neighborhood at night Q4c. In downtown Columbia during the day Q4d. In downtown Columbia at night Q4e. In City parks during the day Q4f. In City parks at night 62.9% 27.8% 44.8% 8.8% 40.3% 3.7%

Safe 29.5% 41.4% 44.0% 31.5% 45.0% 15.6%

Neutral 4.9% 14.6% 6.6% 28.2% 8.5% 26.7%

Unsafe 1.4% 10.9% 2.4% 21.5% 3.5% 31.7%

Don't Know 0.5% 1.1% 1.6% 3.6% 2.3% 10.8%

Q4. Using a scale of 1 to 5, where 5 means "Very Safe" and 1 means "Very Unsafe," please rate your feeling of safety in the following situations in the City. (without "don't know")
(N=834) Very Safe Q4a. Walking in your neighborhood during the day Q4b. Walking in your neighborhood at night Q4c. In downtown Columbia during the day Q4d. In downtown Columbia at night Q4e. In City parks during the day Q4f. In City parks at night 63.3% 28.1% 45.6% 9.1% 41.2% 4.2% Safe 29.6% 41.8% 44.7% 32.7% 46.0% 17.5% Neutral 4.9% 14.8% 6.7% 29.2% 8.7% 30.0% Unsafe 1.4% 11.0% 2.4% 22.3% 3.6% 35.5% Very Unsafe 0.7% 4.2% 0.6% 6.7% 0.5% 12.9%

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Q5. For each of the following, please rate your satisfaction with each item on a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied."
(N=834) Very Satisfied 15.0% Very Dissatisfied Dissatisfied Don't Know 8.4% 2.6% 5.4%

Q5a. Police efforts to prevent crime Q5b. How quickly police respond to emergencies Q5c. Overall quality of local police services Q5d. How quickly Fire Department personnel respond to emergencies Q5e. Overall quality of City fire protection Q5f. City's municipal court

Satisfied 45.8%

Neutral 22.8%

16.3% 15.0%

38.6% 49.7%

18.0% 20.6%

5.3% 5.9%

1.7% 2.5%

20.1% 6.2%

29.4% 28.5% 7.9%

40.0% 48.4% 27.8%

7.9% 9.6% 25.8%

0.6% 0.2% 3.2%

0.4% 0.5% 1.7%

21.7% 12.8% 33.6%

Q5. For each of the following, please rate your satisfaction with each item on a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied." (without "don't know")
(N=834) Very Dissatisfied 2.8%

Q5a. Police efforts to prevent crime Q5b. How quickly police respond to emergencies Q5c. Overall quality of local police services Q5d. How quickly Fire Department personnel respond to emergencies Q5e. Overall quality of City fire protection Q5f. City's municipal court

Very Satisfied 15.8%

Satisfied 48.4%

Neutral 24.1%

Dissatisfied 8.9%

20.5% 16.0%

48.3% 53.0%

22.6% 22.0%

6.6% 6.3%

2.1% 2.7%

37.5% 32.6% 11.9%

51.1% 55.5% 41.9%

10.1% 11.0% 38.8%

0.8% 0.3% 4.9%

0.5% 0.6% 2.5%

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2011 City of Columbia DirectionFinder Survey: Final Report

Q6. Which THREE of the public safety services listed above do you think are the most important services for the City to provide?
Q6. Top choice Police efforts to prevent crime How quickly police respond to emergencies Quality of local police services How quickly Fire Department personnel respond to emergencies Quality of City fire protection City's municipal court None chosen Total Number 349 210 98 86 35 6 50 834 Percent 41.8 % 25.2 % 11.8 % 10.3 % 4.2 % 0.7 % 6.0 % 100.0 %

Q6. Which THREE of the public safety services listed above do you think are the most important services for the City to provide?
Q6. 2nd choice Police efforts to prevent crime How quickly police respond to emergencies Quality of local police services How quickly Fire Department personnel respond to emergencies Quality of City fire protection City's municipal court None chosen Total Number 59 221 104 254 130 9 57 834 Percent 7.1 % 26.5 % 12.5 % 30.5 % 15.6 % 1.1 % 6.8 % 100.0 %

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2011 City of Columbia DirectionFinder Survey: Final Report

Q6. Which THREE of the public safety services listed above do you think are the most important services for the City to provide?
Q6. 3rd choice Police efforts to prevent crime How quickly police respond to emergencies Quality of local police services How quickly Fire Department personnel respond to emergencies Quality of City fire protection City's municipal court None chosen Total Number 175 89 115 168 92 105 90 834 Percent 21.0 % 10.7 % 13.8 % 20.1 % 11.0 % 12.6 % 10.8 % 100.0 %

Q6. Which THREE of the public safety services listed above do you think are the most important services for the City to provide? (top 3)
Q6. Sum of the top three choices Police efforts to prevent crime How quickly police respond to emergencies Quality of local police services How quickly Fire Department personnel respond to emergencies Quality of City fire protection City's municipal court None chosen Total Number 583 520 317 508 257 120 50 2355 Percent 69.9 % 62.4 % 38.0 % 60.9 % 30.8 % 14.4 % 6.0 %

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2011 City of Columbia DirectionFinder Survey: Final Report

Q7. For each of the following, please rate your satisfaction with each item on a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied."
(N=834) Very Satisfied 3.6% Very Dissatisfied Dissatisfied Don't Know 33.1% 12.8% 0.8%

Q7a. Maintenance of major City streets Q7b. Maintenance of streets in your neighborhood Q7c. Maintenance of street signs & traffic signals Q7d. Snow removal on major City streets Q7e. Snow removal on neighborhood streets Q7f. Cleanliness & appearance of City streets Q7g. Adequacy of City street lighting Q7h. Maintenance of City street lighting Q7i. Condition of City sidewalks Q7j. Availability of sidewalks in City

Satisfied 30.2%

Neutral 19.4%

6.6%

31.8%

22.8%

24.3%

13.7%

0.8%

12.9% 13.9% 3.2% 8.9% 11.2% 12.8% 8.3% 10.2%

49.4% 44.7% 19.1% 47.7% 47.7% 48.7% 39.6% 37.5%

23.7% 17.8% 19.1% 27.2% 26.3% 27.0% 28.6% 28.5%

8.4% 14.6% 29.5% 10.3% 10.7% 4.9% 16.0% 15.0%

4.2% 8.3% 28.3% 4.6% 2.5% 1.9% 5.3% 6.1%

1.3% 0.7% 0.8% 1.3% 1.7% 4.7% 2.3% 2.6%

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2011 City of Columbia DirectionFinder Survey: Final Report

Q7. For each of the following, please rate your satisfaction with each item on a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied." (without "don't know")
(N=834) Very Dissatisfied 12.9%

Q7a. Maintenance of major City streets Q7b. Maintenance of streets in your neighborhood Q7c. Maintenance of street signs & traffic signals Q7d. Snow removal on major City streets Q7e. Snow removal on neighborhood streets Q7f. Cleanliness & appearance of City streets Q7g. Adequacy of City street lighting Q7h. Maintenance of City street lighting Q7i. Condition of City sidewalks Q7j. Availability of sidewalks in City

Very Satisfied 3.6%

Satisfied 30.5%

Neutral 19.6%

Dissatisfied 33.4%

6.7%

32.0%

23.0%

24.5%

13.8%

13.1% 14.0% 3.3% 9.0% 11.4% 13.5% 8.5% 10.5%

50.1% 45.0% 19.2% 48.4% 48.5% 51.1% 40.5% 38.5%

24.1% 17.9% 19.2% 27.6% 26.7% 28.3% 29.2% 29.3%

8.5% 14.8% 29.7% 10.4% 10.9% 5.2% 16.3% 15.4%

4.3% 8.3% 28.5% 4.6% 2.6% 2.0% 5.4% 6.3%

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2011 City of Columbia DirectionFinder Survey: Final Report

Q8. Which THREE of the street and sidewalk services listed above do you think are the most important services for the City to provide?
Q8. Top choice Maintenance of major City streets Maintenance of streets in your neighborhood Maintenance of street signs & traffic signals Snow removal on major City streets Snow removal on neighborhood streets Cleanliness & appearance of City streets Adequacy of City street lighting Maintenance of City street lighting Condition of City sidewalks Availability of sidewalks None chosen Total Number 587 31 25 51 31 17 11 6 13 32 30 834 Percent 70.4 % 3.7 % 3.0 % 6.1 % 3.7 % 2.0 % 1.3 % 0.7 % 1.6 % 3.8 % 3.6 % 100.0 %

Q8. Which THREE of the street and sidewalk services listed above do you think are the most important services for the City to provide?
Q8. 2nd choice Maintenance of major City streets Maintenance of streets in your neighborhood Maintenance of street signs & traffic signals Snow removal on major City streets Snow removal on neighborhood streets Cleanliness & appearance of City streets Adequacy of City street lighting Maintenance of City street lighting Condition of City sidewalks Availability of sidewalks None chosen Total Number 57 164 104 188 82 61 62 14 35 32 35 834 Percent 6.8 % 19.7 % 12.5 % 22.5 % 9.8 % 7.3 % 7.4 % 1.7 % 4.2 % 3.8 % 4.2 % 100.0 %

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2011 City of Columbia DirectionFinder Survey: Final Report

Q8. Which THREE of the street and sidewalk services listed above do you think are the most important services for the City to provide?
Q8. 3rd choice Maintenance of major City streets Maintenance of streets in your neighborhood Maintenance of street signs & traffic signals Snow removal on major City streets Snow removal on neighborhood streets Cleanliness & appearance of City streets Adequacy of City street lighting Maintenance of City street lighting Condition of City sidewalks Availability of sidewalks None chosen Total Number 63 58 75 133 124 71 95 30 70 63 52 834 Percent 7.6 % 7.0 % 9.0 % 15.9 % 14.9 % 8.5 % 11.4 % 3.6 % 8.4 % 7.6 % 6.2 % 100.0 %

Q8. Which THREE of the street and sidewalk services listed above do you think are the most important services for the City to provide? (top 3)
Q8. Sum of the top three choices Maintenance of major City streets Maintenance of streets in your neighborhood Maintenance of street signs & traffic signals Snow removal on major City streets Snow removal on neighborhood streets Cleanliness & appearance of City streets Adequacy of City street lighting Maintenance of City street lighting Condition of City sidewalks Availability of sidewalks None chosen Total Number 707 253 204 372 237 149 168 50 118 127 30 2415 Percent 84.8 % 30.3 % 24.5 % 44.6 % 28.4 % 17.9 % 20.1 % 6.0 % 14.1 % 15.2 % 3.6 %

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2011 City of Columbia DirectionFinder Survey: Final Report

Q9. For each of the following, please rate your satisfaction with each item on a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied."
(N=834) Very Satisfied Q9a. Cleanup of litter & debris on private property Q9b. Mowing & trimming on private property Q9c. Maintenance of residential property Q9d. Maintenance of business property Q9e. Off-street parking regulations Q9f. Animal regulations 5.6% 6.8% 5.9% 7.0% 4.7% 7.9% Very Dissatisfied Dissatisfied Don't Know 16.5% 10.6% 10.0% 5.0% 10.0% 7.2% 4.8% 3.1% 2.2% 2.5% 2.9% 3.5% 15.3% 13.9% 13.8% 15.0% 17.9% 15.7%

Satisfied 30.3% 35.7% 38.1% 42.5% 33.3% 40.2%

Neutral 27.3% 29.9% 30.1% 28.0% 31.3% 25.5%

Q9. For each of the following, please rate your satisfaction with each item on a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied." (without "don't know")
(N=834) Very Dissatisfied 5.7% 3.6% 2.5% 3.0% 3.5% 4.1%

Very Satisfied Q9a. Cleanup of litter & debris on private property Q9b. Mowing & trimming on private property Q9c. Maintenance of residential property Q9d. Maintenance of business property Q9e. Off-street parking regulations Q9f. Animal regulations 6.7% 7.9% 6.8% 8.2% 5.7% 9.4%

Satisfied 35.8% 41.5% 44.2% 50.0% 40.6% 47.7%

Neutral 32.3% 34.7% 34.9% 32.9% 38.1% 30.3%

Dissatisfied 19.5% 12.3% 11.5% 5.9% 12.1% 8.5%

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2011 City of Columbia DirectionFinder Survey: Final Report

Q10. Which THREE of the code enforcement items listed above do you think are the most important services for the City to provide?
Q10. Top choice Cleanup of litter & debris on private property Mowing & trimming on private property Maintenance of residential property Maintenance of business property Off-street parking regulations Animal regulations None chosen Total Number 297 49 102 143 36 97 110 834 Percent 35.6 % 5.9 % 12.2 % 17.1 % 4.3 % 11.6 % 13.2 % 100.0 %

Q10. Which THREE of the code enforcement items listed above do you think are the most important services for the City to provide?
Q10. 2nd choice Cleanup of litter & debris on private property Mowing & trimming on private property Maintenance of residential property Maintenance of business property Off-street parking regulations Animal regulations None chosen Total Number 84 128 187 159 66 85 125 834 Percent 10.1 % 15.3 % 22.4 % 19.1 % 7.9 % 10.2 % 15.0 % 100.0 %

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2011 City of Columbia DirectionFinder Survey: Final Report

Q10. Which THREE of the code enforcement items listed above do you think are the most important services for the City to provide?
Q10. 3rd choice Cleanup of litter & debris on private property Mowing & trimming on private property Maintenance of residential property Maintenance of business property Off-street parking regulations Animal regulations None chosen Total Number 122 66 146 96 99 149 156 834 Percent 14.6 % 7.9 % 17.5 % 11.5 % 11.9 % 17.9 % 18.7 % 100.0 %

Q10. Which THREE of the code enforcement items listed above do you think are the most important services for the City to provide? (top 3)
Q10. Sum of the top three choices Cleanup of litter & debris on private property Mowing & trimming on private property Maintenance of residential property Maintenance of business property Off-street parking regulations Animal regulations None chosen Total Number 503 243 435 398 201 331 110 2221 Percent 60.3 % 29.1 % 52.2 % 47.7 % 24.1 % 39.7 % 13.2 %

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Q11. Compared to five years ago, would you say the quality of your neighborhood has:
Q11. Quality of your neighborhood Gotten much worse Gotten somewhat worse Stayed about the same Gotten somewhat better Gotten much better Don't know Total Number 23 126 426 103 28 128 834 Percent 2.8 % 15.1 % 51.1 % 12.4 % 3.4 % 15.3 % 100.0 %

Q11. Compared to five years ago, would you say the quality of your neighborhood has: (without "don't know")
Q11. Quality of your neighborhood Gotten much worse Gotten somewhat worse Stayed about the same Gotten somewhat better Gotten much better Total Number 23 126 426 103 28 706 Percent 3.3 % 17.8 % 60.3 % 14.6 % 4.0 % 100.0 %

Q12. Do you think the City of Columbia is usually responsive to the concerns of your neighborhood?
Q12. Is City responsive to your concerns Yes No Don't know Total Number 348 180 306 834 Percent 41.7 % 21.6 % 36.7 % 100.0 %

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Q13. How do you think the level of enforcement of City codes and ordinances should change over the next two years? Should it:
Q13. How should enforcement level of City codes & ordinances change Be greatly increased Be slightly increased Stay about the same Be slightly reduced Be greatly reduced Don't know Total Number 106 309 247 25 15 132 834 Percent 12.7 % 37.1 % 29.6 % 3.0 % 1.8 % 15.8 % 100.0 %

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Q14. Have you called or visited the City with a question, problem, or complaint during the past year?
Q14. Have you called or visited City Yes No Don't know Total Number 381 444 9 834 Percent 45.7 % 53.2 % 1.1 % 100.0 %

Q14a. If YES, for which service did you contact the City most recently?
Q14a. Which service Police Fire Water/sewer Stormwater Parks & recreation Code enforcement City Council City Manager Public health Streets/sidewalks Electric service Public transportation Solid waste Other Total Number 62 6 33 9 29 40 9 5 19 66 60 7 74 29 448 Percent 16.3 % 1.6 % 8.7 % 2.4 % 7.6 % 10.5 % 2.4 % 1.3 % 5.0 % 17.3 % 15.7 % 1.8 % 19.4 % 7.6 %

Q14b. If YES, Why did you contact the City about this service?
Q14b. Why Request service Get information Report a problem Discuss a billing issue Request emergency assistance Request non-emergency assistance Comply with City requirements Other Total Number 62 105 154 43 26 28 12 20 450 Percent 16.3 % 27.6 % 40.4 % 11.3 % 6.8 % 7.3 % 3.1 % 5.2 %

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Q14c-i. If YES, please indicate your level of agreement with the following statements about the quality of service you received from City employees the last time you contacted the City.
(N=381) Strongly Agree Q14c. Hours City employees were available met my needs Q14d. It was easy to reach right person Q14e. City employees were courteous & polite Q14f. City employees did what they said they would do in a timely manner Q14g. City employees gave prompt, accurate & complete answers Q14h. City employees were technically competent Q14i. I was satisfied with customer service provided by City 26.2% 20.5% 30.2% Strongly Disagree 2.6% 6.8% 3.1%

Agree 53.3% 40.9% 44.6%

Neutral 9.4% 16.5% 13.9%

Disagree 5.2% 13.1% 4.7%

Don't Know 3.1% 2.1% 3.4%

24.4%

39.1%

12.9%

9.2%

7.6%

6.8%

25.7%

38.3%

17.1%

8.9%

6.6%

3.4%

23.6%

43.8%

15.7%

4.2%

3.7%

8.9%

25.8%

41.3%

14.2%

10.5%

5.8%

2.4%

Q14c-i. If YES, please indicate your level of agreement with the following statements about the quality of service you received from City employees the last time you contacted the City. (without "don't know")
(N=381) Strongly Disagree 2.7% 7.0% 3.3%

Strongly Agree Q14c. Hours City employees were available met my needs Q14d. It was easy to reach right person Q14e. City employees were courteous & polite Q14f. City employees did what they said they would do in a timely manner Q14g. City employees gave prompt, accurate & complete answers Q14h. City employees were technically competent Q14i. I was satisfied with customer service provided by City 27.1% 20.9% 31.3%

Agree 55.0% 41.8% 46.2%

Neutral 9.8% 16.9% 14.4%

Disagree 5.4% 13.4% 4.9%

26.2%

42.0%

13.8%

9.9%

8.2%

26.6%

39.7%

17.7%

9.2%

6.8%

25.9%

48.1%

17.3%

4.6%

4.0%

26.4%

42.3%

14.6%

10.8%

5.9%

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Q15. Using a scale of 1 to 5, where 5 means "Strongly Agree" and 1 means "Strongly Disagree", please rate your level of agreement with the following statements.
(N=834) Strongly Agree Q15a. City government is a trusted source of information about programs & services Q15b. It is easy to get information I need from City government Q15c. Information is communicated clearly, accurately & in a form that meets my needs Q15d. City government is open to citizen involvement & ideas 15.3% Strongly Disagree 0.8%

Agree 51.3%

Neutral 20.3%

Disagree 5.6%

Don't Know 6.6%

10.9%

37.7%

31.9%

6.8%

1.9%

10.7%

9.7%

42.6%

28.7%

8.9%

1.2%

8.9%

12.6%

37.0%

26.7%

7.7%

2.3%

13.7%

Q15. Using a scale of 1 to 5, where 5 means "Strongly Agree" and 1 means "Strongly Disagree", please rate your level of agreement with the following statements. (without "don't know")
(N=834) Strongly Disagree 0.9%

Strongly Agree Q15a. City government is a trusted source of information about programs & services Q15b. It is easy to get information I need from City government Q15c. Information is communicated clearly, accurately & in a form that meets my needs Q15d. City government is open to citizen involvement & ideas 16.3%

Agree 55.0%

Neutral 21.8%

Disagree 6.0%

12.2%

42.2%

35.8%

7.7%

2.2%

10.7%

46.8%

31.5%

9.7%

1.3%

14.6%

42.9%

30.9%

8.9%

2.6%

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Q16. Using a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied," please rate your satisfaction with the following communication services provided by the City.
(N=834) Very Satisfied Q16a. Usefulness of programming on City's cable television channel Q16b. How easy it is to use City's website Q16c. Usefulness of information that is available on City's website Q16d. Usefulness of information that is provided in City newsletter Q16e. How often City newsletter is released Q16f. How effectively City is using social networks 4.1% 10.6% Very Dissatisfied Dissatisfied Don't Know 6.6% 9.0% 2.4% 1.4% 46.7% 18.7%

Satisfied 15.5% 37.9%

Neutral 24.7% 22.3%

12.4%

43.7%

20.6%

5.2%

0.5%

17.7%

8.4% 8.4%

35.5% 33.3%

31.4% 34.2%

4.4% 3.4%

1.8% 1.0%

18.5% 19.8%

2.6%

7.3%

22.4%

3.4%

1.6%

62.7%

Q16. Using a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied," please rate your satisfaction with the following communication services provided by the City. (without "don't know")
(N=834) Very Dissatisfied 4.5% 1.8%

Very Satisfied Q16a. Usefulness of programming on City's cable television channel Q16b. How easy it is to use City's website Q16c. Usefulness of information that is available on City's website Q16d. Usefulness of information that is provided in City newsletter Q16e. How often City newsletter is released Q16f. How effectively City is using social networks 7.7% 13.0%

Satisfied 29.1% 46.7%

Neutral 46.4% 27.5%

Dissatisfied 12.4% 11.1%

15.1%

53.1%

25.0%

6.3%

0.6%

10.3% 10.5%

43.5% 41.5%

38.5% 42.7%

5.5% 4.2%

2.2% 1.2%

7.1%

19.7%

60.0%

9.0%

4.2%

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Q17. How often do you use the City's website?


Q17. How often do you use City's website Seldom or never 1-2 times per year A few times per year At least once a month At least once a week Don't know Total Number 220 124 250 183 43 14 834 Percent 26.4 % 14.9 % 30.0 % 21.9 % 5.2 % 1.7 % 100.0 %

Q18. How often do you read the City newsletter that is distributed with the City's monthly utility bill?
Q18. How often do you read City newsletter Every month Every so often Infrequently Never Don't know Total Number 328 198 122 160 26 834 Percent 39.3 % 23.7 % 14.6 % 19.2 % 3.1 % 100.0 %

Q19. Have you done the following during the past year?
Q19. Have you done the following None Called or written City Council member Called or written City Manager Attended City Council meeting Attended neighborhood meeting Read article in newspaper about City Watched programs on City cable channel Watched City Council or Planning & Zoning meeting on City cable channel Watched City Council meeting on City's website Accessed City Council agenda on City's website Read City's newsletter Visited City's website for information about City Used Facebook, Twitter, or YouTube to get information Total Number 55 98 36 87 188 680 199 135 56 98 567 524 60 2783 Percent 6.6 % 11.8 % 4.3 % 10.4 % 22.5 % 81.5 % 23.9 % 16.2 % 6.7 % 11.8 % 68.0 % 62.8 % 7.2 %

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Q20. Which of the following are your primary sources of information about City issues, services and events?
Q20. Primary sources of information about City issues, services & events None selected City newsletter Local newspaper Television news City cable channel City website Radio Social networking sites Friends/neighbors Other Total Number 13 320 601 540 67 330 387 48 333 16 2655 Percent 1.6 % 38.4 % 72.1 % 64.7 % 8.0 % 39.6 % 46.4 % 5.8 % 39.9 % 1.9 %

Q21. Have you seen or experienced any of the following stormwater-related problems in the neighborhood where you live during past 24 months?
Q21. Seen or experienced any stormwater-related problems in your neighborhood Flooding in streets more than 24 hours after rain Severe soil erosion Flooding in basements or other areas of your home Other None-have not observed any Total Number 90 113 119 112 480 914 Percent 10.8 % 13.5 % 14.3 % 13.4 % 57.6 %

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Q21. Other
Q21 Other 4" OF WATER ON MY STREET BACK YARD LEAKS BACKYARD FLOODING BANK DRAINAGE HINKSON CREEK CHAPEL RIDGE CRACKING CONSTANT OOZE ON SIDEWALK CONTINUOUS WATER FLOW COVER MISSING FROM DRAIN DEBRIS COVER STORM DRAIN DRAIN DITCHES FILLED FLOODED YARD DUE TO DRAIN FLOODING IN BACK YARD FLOODING IN BACKYARD FLOODING IN DRAINAGE CREEK FLOODING IN MY YARD FLOODING IN YARD FLOODING IN YARD FLOODING IN NEIGHBORS HOME FLOODING IN NEIGHBORS BASEMENT FLOODING OF BACKYARDS FLOODING OF YARD GUTTERS OVERFLOWING HORRIBLE MOSQUITO PROBLEM LIGHT SOIL EROSION LINE, WITH FRONT YARD SNAKING LOTS OF DAMAGE TO TREES MASSIVE FLOODING MINOR SOIL EROSION NEIGHBORHOOD WATER RUNS POOR DRAINAGE OF WATER ROCK QUARRY & ZOE LANE CREEK SEWER DRAIN BACKED UP SIDEWALKS ALWAYS WET SINKING SIDEWALK SNOWED-IN FOR 3 DAYS SON TRAPPED IN CAR STANDING WATER STANDING WATER STANDING WATER STANDING WATER IN BACKYARD STANDING WATER IN YARDS STANDING WATER ON SIDEWALK STORM DRAIN BLOCKED STROM DRAIN FULL OF DEBRIS TRASH IN THE STREETS WATER IN GARAGE WATER NOT DRAINING YARD FLOODING YARDS FLOODING

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Q22. How important do you think it is for the City of Columbia to fund stormwater improvements that will help prevent flooding and protect the quality of water in lakes, rivers, and streams?
Q22. How important it is for City to fund stormwater improvements Not important at all Not very important Important Very important Extremely important Don't know Total Number 16 37 259 242 222 58 834 Percent 1.9 % 4.4 % 31.1 % 29.0 % 26.6 % 7.0 % 100.0 %

Q23. Homeowners in the City of Columbia are currently assessed $0.65-$1.35 per month (depending on the size of their home) for stormwater improvements. If City leaders presented voters with a proposal that would raise the current assessment to $1.30-$2.70 per month (depending on the size of your home) to fund needed stormwater improvements in the City, how likely would you be to vote in favor of the proposal?
Q23. How likely would you be to vote in favor of proposal Not likely at all Not likely Somewhat likely Likely Very likely Don't know Total Number 112 140 181 153 154 94 834 Percent 13.4 % 16.8 % 21.7 % 18.4 % 18.5 % 11.2 % 100.0 %

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Q24. For each of the following, please rate your satisfaction with each item on a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied."
(N=834) Very Satisfied Q24a. Prevent spread of infectious disease & protect public from new health threats Q24b. Guard against food poisoning through restaurant inspections Q24c. Guard against exposure to environmental risks Q24d. Encourage healthy lifestyles Q24e. Assess & monitor disease, injuries, & potential health risks Q24f. Assure health of women & children in community 16.5% Very Dissatisfied Dissatisfied Don't Know 1.8% 0.7% 23.8%

Satisfied 39.1%

Neutral 18.1%

17.5%

48.1%

16.8%

3.6%

0.8%

13.1%

13.0% 21.4%

37.7% 43.7%

23.0% 18.8%

4.3% 4.0%

1.3% 1.4%

20.7% 10.7%

13.0%

34.2%

24.5%

2.5%

0.7%

25.1%

14.2%

35.7%

22.2%

4.6%

1.9%

21.5%

Q24. For each of the following, please rate your satisfaction with each item on a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied." (without "don't know")
(N=834) Very Dissatisfied 0.9%

Very Satisfied Q24a. Prevent spread of infectious disease & protect public from new health threats Q24b. Guard against food poisoning through restaurant inspections Q24c. Guard against exposure to environmental risks Q24d. Encourage healthy lifestyles Q24e. Assess & monitor disease, injuries, & potential health risks Q24f. Assure health of women & children in community 21.6%

Satisfied 51.3%

Neutral 23.8%

Dissatisfied 2.4%

20.2%

55.4%

19.3%

4.1%

1.0%

16.4% 23.9%

47.6% 48.9%

28.9% 21.1%

5.5% 4.4%

1.7% 1.6%

17.3%

45.7%

32.7%

3.4%

1.0%

18.0%

45.4%

28.3%

5.8%

2.4%

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Q25. Which THREE of the public health services listed above do you think are the most important services for the City to provide?
Q25. Top choice Prevent spread of infectious disease & protect public from new health threats Guard against food poisoning through restaurant inspections Guard against exposure to environmental risks Encourage healthy lifestyles Access & monitor disease, injuries & potential health risks Assure health of women & children in community None chosen Total Number 362 144 71 75 17 84 81 834 Percent 43.4 % 17.3 % 8.5 % 9.0 % 2.0 % 10.1 % 9.7 % 100.0 %

Q25. Which THREE of the public health services listed above do you think are the most important services for the City to provide?
Q25. 2nd choice Prevent spread of infectious disease & protect public from new health threats Guard against food poisoning through restaurant inspections Guard against exposure to environmental risks Encourage healthy lifestyles Access & monitor disease, injuries & potential health risks Assure health of women & children in community None chosen Total Number 116 250 189 65 50 68 96 834 Percent 13.9 % 30.0 % 22.7 % 7.8 % 6.0 % 8.2 % 11.5 % 100.0 %

Q25. Which THREE of the public health services listed above do you think are the most important services for the City to provide?
Q25. 3rd choice Prevent spread of infectious disease & protect public from new health threats Guard against food poisoning through restaurant inspections Guard against exposure to environmental risks Encourage healthy lifestyles Access & monitor disease, injuries & potential health risks Assure health of women & children in community None chosen Total Number 97 118 182 102 110 106 119 834 Percent 11.6 % 14.1 % 21.8 % 12.2 % 13.2 % 12.7 % 14.3 % 100.0 %

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Q25. Which THREE of the public health services listed above do you think are the most important services for the City to provide? (top 3)
Q25. Sum of the top three choices Prevent spread of infectious disease & protect public from new health threats Guard against food poisoning through restaurant inspections Guard against exposure to environmental risks Encourage healthy lifestyles Access & monitor disease, injuries & potential health risks Assure health of women & children in community None chosen Total Number 575 512 442 242 177 258 81 2287 Percent 68.9 % 61.4 % 53.0 % 29.0 % 21.2 % 30.9 % 9.7 %

Q26. Please indicate if your household uses the following services provided by the City of Columbia.
(N=834) Yes 97.1% 87.1% 46.8% 88.3% 94.0% No 2.9% 12.9% 53.2% 11.7% 6.0%

Q26a. Residential trash collection service Q26b. Curbside recycling Q26c. Drop-off recycling Q26d. City electric service Q26e. City water service

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Q26. If you answer "YES," please rate your overall satisfaction with the services on a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied."
(N=834) Very Satisfied Q26a. Residential trash collection service Q26b. Curbside recycling Q26c. Drop-off recycling Q26d. City electric service Q26e. City water service 47.1% 47.6% 37.4% 39.1% 35.5% Very Dissatisfied 1.3% 1.0% 0.3% 1.0% 1.2%

Satisfied 42.5% 40.9% 44.7% 50.1% 50.5%

Neutral 5.1% 6.0% 11.4% 6.2% 8.4%

Dissatisfied 3.4% 3.8% 3.9% 2.9% 3.8%

Don't Know 0.6% 0.7% 2.3% 0.7% 0.6%

Q26. If you answer "YES," please rate your overall satisfaction with the services on a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied." (without "don't know")
(N=834) Very Dissatisfied 1.3% 1.0% 0.3% 1.0% 1.2%

Q26a. Residential trash collection service Q26b. Curbside recycling Q26c. Drop-off recycling Q26d. City electric service Q26e. City water service

Very Satisfied 47.3% 48.0% 38.3% 39.4% 35.7%

Satisfied 42.8% 41.2% 45.7% 50.4% 50.8%

Neutral 5.2% 6.1% 11.7% 6.3% 8.5%

Dissatisfied 3.4% 3.8% 4.0% 2.9% 3.8%

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Q27. For each of the following, please rate your satisfaction with each item on a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied."
(N=834) Very Satisfied Q27a. How easy it is to get from your home to downtown Columbia Q27b. How easy it is for you to get to/from work Q27c. How easy it is to get to/from your home & major shopping areas Q27d. Ease of travel by bike Q27e. Ease of walking Q27f. Availability of public transportation service 32.3% Very Dissatisfied Dissatisfied Don't Know 6.7% 1.9% 1.6%

Satisfied 46.8%

Neutral 10.7%

29.1%

43.7%

11.6%

6.2%

1.9%

7.4%

26.2% 12.4% 16.6%

49.0% 25.5% 41.7%

13.0% 22.0% 22.2%

7.6% 6.3% 7.6%

2.2% 2.3% 2.2%

2.0% 31.6% 9.8%

8.4%

20.4%

22.1%

10.6%

5.0%

33.5%

Q27. For each of the following, please rate your satisfaction with each item on a scale of 1 to 5, where 5 means "Very Satisfied" and 1 means "Very Dissatisfied." (without "don't know")
(N=834) Very Dissatisfied 2.0%

Very Satisfied Q27a. How easy it is to get from your home to downtown Columbia Q27b. How easy it is for you to get to/from work Q27c. How easy it is to get to/from your home & major shopping areas Q27d. Ease of travel by bike Q27e. Ease of walking Q27f. Availability of public transportation service 32.8%

Satisfied 47.5%

Neutral 10.9%

Dissatisfied 6.8%

31.4%

47.2%

12.6%

6.7%

2.1%

26.8% 18.1% 18.4%

50.0% 37.3% 46.2%

13.3% 32.2% 24.6%

7.7% 9.1% 8.4%

2.2% 3.3% 2.4%

12.6%

30.7%

33.2%

15.9%

7.6%

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Q28. Which THREE of the transportation services listed above do you think are the most important services for the City to provide?
Q28. Top choice How easy it is to get from home to Downtown How easy it is to get to/from work How easy it is to get to/from home & major shopping areas Ease of travel by bike Ease of walking Availability of public transportation service None chosen Total Number 125 262 47 53 38 242 67 834 Percent 15.0 % 31.4 % 5.6 % 6.4 % 4.6 % 29.0 % 8.0 % 100.0 %

Q28. Which THREE of the transportation services listed above do you think are the most important services for the City to provide?
Q28. 2nd choice How easy it is to get from home to Downtown How easy it is to get to/from work How easy it is to get to/from home & major shopping areas Ease of travel by bike Ease of walking Availability of public transportation service None chosen Total Number 93 134 166 94 154 102 91 834 Percent 11.2 % 16.1 % 19.9 % 11.3 % 18.5 % 12.2 % 10.9 % 100.0 %

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Q28. Which THREE of the transportation services listed above do you think are the most important services for the City to provide?
Q28. 3rd choice How easy it is to get from home to Downtown How easy it is to get to/from work How easy it is to get to/from home & major shopping areas Ease of travel by bike Ease of walking Availability of public transportation service None chosen Total Number 124 63 165 85 138 141 118 834 Percent 14.9 % 7.6 % 19.8 % 10.2 % 16.5 % 16.9 % 14.1 % 100.0 %

Q28. Which THREE of the transportation services listed above do you think are the most important services for the City to provide? (top 3)
Q28. Sum of the top three choices How easy it is to get from home to Downtown How easy it is to get to/from work How easy it is to get to/from home & major shopping areas Ease of travel by bike Ease of walking Availability of public transportation service None chosen Total Number 342 459 378 232 330 485 67 2293 Percent 41.0 % 55.0 % 45.3 % 27.8 % 39.6 % 58.2 % 8.0 %

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Q29. Using a scale of 1 to 5, where 5 mean "Very High" priority and 1 means "Very Low" priority, please rank the importance of the following issues by circling the corresponding number below:
(N=834) Very High Q29a. Ensuring that affordable housing is available Q29b. Minimizing congestion on City streets Q29c. Improving sidewalks & pedestrian walkways Q29d. Adding biking lanes & paths Q29e. Maintaining City streets & infrastructure Q29f. Managing stormwater runoff Q29g. Promoting economic development/job creation Q29h. Preserving greenspace Q29i. Protecting residents & businesses in City from crime Q29j. Increasing level of participation by residents in local government Q29k. Preserving/protecting environment Q29l. Expanding public transportation services Q29m. Improving visual attractiveness of City Q29n. Improving cooperation between City & County 21.4% 28.5% High 31.1% 40.2% Medium 29.2% 24.1% Low 9.1% 3.7% Very Low Don't Know 7.3% 1.8% 1.8% 1.7%

20.5% 14.2% 60.1% 30.6%

35.5% 18.8% 31.7% 39.6%

30.7% 26.7% 6.0% 22.6%

7.9% 17.3% 0.8% 4.7%

4.0% 20.4% 0.4% 1.2%

1.3% 2.6% 1.0% 1.3%

43.9% 36.5%

31.7% 29.8%

17.2% 20.3%

4.2% 7.8%

1.8% 4.6%

1.2% 1.1%

62.9%

26.5%

8.2%

1.0%

0.5%

1.0%

16.4% 29.2%

33.0% 35.5%

36.6% 25.6%

8.5% 5.6%

3.1% 2.5%

2.3% 1.6%

23.0% 18.1%

24.4% 31.7%

30.3% 34.8%

10.6% 10.4%

7.1% 3.2%

4.7% 1.7%

16.9%

28.9%

34.8%

7.3%

3.6%

8.4%

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Q29. Using a scale of 1 to 5, where 5 mean "Very High" priority and 1 means "Very Low" priority, please rank the importance of the following issues by circling the corresponding number below: (without "don't know")
(N=834) Very High Q29a. Ensuring that affordable housing is available Q29b. Minimizing congestion on City streets Q29c. Improving sidewalks & pedestrian walkways Q29d. Adding biking lanes & paths Q29e. Maintaining City streets & infrastructure Q29f. Managing stormwater runoff Q29g. Promoting economic development/job creation Q29h. Preserving greenspace Q29i. Protecting residents & businesses in City from crime Q29j. Increasing level of participation by residents in local government Q29k. Preserving/protecting environment Q29l. Expanding public transportation services Q29m. Improving visual attractiveness of City Q29n. Improving cooperation between City & County 21.8% 28.9% High 31.7% 40.9% Medium 29.7% 24.5% Low 9.3% 3.8% Very Low 7.5% 1.8%

20.8% 14.5% 60.7% 31.0%

36.0% 19.4% 32.0% 40.1%

31.1% 27.4% 6.1% 22.9%

8.0% 17.8% 0.8% 4.7%

4.0% 21.0% 0.4% 1.2%

44.5% 36.9%

32.1% 30.1%

17.4% 20.5%

4.3% 7.9%

1.8% 4.6%

63.5%

26.8%

8.2%

1.0%

0.5%

16.8% 29.6%

33.8% 36.1%

37.5% 26.0%

8.7% 5.7%

3.2% 2.6%

24.2% 18.4%

25.6% 32.2%

31.7% 35.4%

11.1% 10.6%

7.4% 3.3%

18.5%

31.6%

38.0%

8.0%

3.9%

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Q30. Which THREE of the issues listed above do you think are the most important issues for the City of Columbia?
Q30. Top choice Ensuring affordable housing is available Minimizing congestion on City streets Improving sidewalks & pedestrian walkways Adding biking lanes & paths Maintaining City streets & infrastructure Managing stormwater runoff Promoting economic development/job creation Preserving greenspace Protecting residents & businesses from crime Increasing level of participation by residents in local government Preserving/protecting environment Expanding public transportation services Improving visual attractiveness of City Improving cooperation between City & County None chosen Total Number 98 61 13 14 197 16 104 32 184 8 24 28 7 8 40 834 Percent 11.8 % 7.3 % 1.6 % 1.7 % 23.6 % 1.9 % 12.5 % 3.8 % 22.1 % 1.0 % 2.9 % 3.4 % 0.8 % 1.0 % 4.8 % 100.0 %

Q30. Which THREE of the issues listed above do you think are the most important issues for the City of Columbia?
Q30. 2nd choice Ensuring affordable housing is available Minimizing congestion on City streets Improving sidewalks & pedestrian walkways Adding biking lanes & paths Maintaining City streets & infrastructure Managing stormwater runoff Promoting economic development/job creation Preserving greenspace Protecting residents & businesses from crime Increasing level of participation by residents in local government Preserving/protecting environment Expanding public transportation services Improving visual attractiveness of City Improving cooperation between City & County None chosen Total Number 36 67 34 19 173 50 121 49 128 12 35 40 9 11 50 834 Percent 4.3 % 8.0 % 4.1 % 2.3 % 20.7 % 6.0 % 14.5 % 5.9 % 15.3 % 1.4 % 4.2 % 4.8 % 1.1 % 1.3 % 6.0 % 100.0 %

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Q30. Which THREE of the issues listed above do you think are the most important issues for the City of Columbia?
Q30. 3rd choice Ensuring affordable housing is available Minimizing congestion on City streets Improving sidewalks & pedestrian walkways Adding biking lanes & paths Maintaining City streets & infrastructure Managing stormwater runoff Promoting economic development/job creation Preserving greenspace Protecting residents & businesses from crime Increasing level of participation by residents in local government Preserving/protecting environment Expanding public transportation services Improving visual attractiveness of City Improving cooperation between City & County None chosen Total Number 44 54 42 15 115 51 90 56 143 20 52 43 26 18 65 834 Percent 5.3 % 6.5 % 5.0 % 1.8 % 13.8 % 6.1 % 10.8 % 6.7 % 17.1 % 2.4 % 6.2 % 5.2 % 3.1 % 2.2 % 7.8 % 100.0 %

Q30. Which THREE of the issues listed above do you think are the most important issues for the City of Columbia? (top 3)
Q30. Sum of the top three choices Ensuring affordable housing is available Minimizing congestion on City streets Improving sidewalks & pedestrian walkways Adding biking lanes & paths Maintaining City streets & infrastructure Managing stormwater runoff Promoting economic development/job creation Preserving greenspace Protecting residents & businesses from crime Increasing level of participation by residents in local government Preserving/protecting environment Expanding public transportation services Improving visual attractiveness of City Improving cooperation between City & County None chosen Total Number 178 182 89 48 485 117 315 137 455 40 111 111 42 37 40 2387 Percent 21.3 % 21.8 % 10.7 % 5.8 % 58.2 % 14.0 % 37.8 % 16.4 % 54.6 % 4.8 % 13.3 % 13.3 % 5.0 % 4.4 % 4.8 %

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Q31. Do you think it is important for the City of Columbia to support sustainability programs that help reduce pollution, conserve energy, and protect water resources?
Q31. Is it important for City to support sustainability programs Yes No Don't Know Total Number 727 79 28 834 Percent 87.2 % 9.5 % 3.4 % 100.0 %

Q32. How would you describe the City's efforts to promote water, energy and natural resource conservation? Would you say the City is:
Q32. Describe City's efforts to promote water, energy & natural resource conservation Doing too much Doing the right amount Not doing enough Don't know Total Number 61 384 233 156 834 Percent 7.3 % 46.0 % 27.9 % 18.7 % 100.0 %

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Q33. Using a scale of 1 to 5, where 5 means "Very Willing" and 1 means "Not Willing At All," please indicate how willing you are to have your City taxes used to support the following:
(N=834) Very Willing Q33a. Services to meet basic needs & emergencies Q33b. Services for children, youth, & families Q33c. Services to support economic opportunity Q33d. Services to support independent living Q33e. Mental health services 27.4% 28.5% Somewhat Not Willing Willing Not Willing at all Don't Know 25.9% 22.7% 6.1% 6.8% 3.8% 3.5% 4.6% 4.3%

Willing 32.2% 34.2%

22.2% 20.6% 21.6%

34.3% 35.5% 31.8%

28.1% 27.5% 28.7%

7.8% 8.5% 10.3%

3.1% 2.9% 3.2%

4.4% 4.9% 4.3%

Q33. Using a scale of 1 to 5, where 5 means "Very Willing" and 1 means "Not Willing At All," please indicate how willing you are to have your City taxes used to support the following: (without "don't know")
(N=834) Somewhat Willing 27.2% 23.7% Not Willing at all 4.0% 3.6%

Very Willing Q33a. Services to meet basic needs & emergencies Q33b. Services for children, youth, & families Q33c. Services to support economic opportunity Q33d. Services to support independent living Q33e. Mental health services 28.7% 29.7%

Willing 33.7% 35.8%

Not Willing 6.4% 7.2%

23.2% 21.7% 22.6%

35.9% 37.4% 33.2%

29.4% 28.9% 30.0%

8.2% 9.0% 10.8%

3.3% 3.0% 3.4%

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Q34. Have you used public transportation services in Columbia?


Q34. Have you used public transportation Yes No Don't Know Total Number 261 567 6 834 Percent 31.3 % 68.0 % 0.7 % 100.0 %

Q35. Have you used the City airport?


Q35. Have you used City airport Yes No Don't Know Total Number 388 441 5 834 Percent 46.5 % 52.9 % 0.6 % 100.0 %

Q36. Approximately how many years have you lived in Columbia?


Q36. How many years have you lived in Columbia 5 or less 6 to 10 11 to 15 16 to 20 21 to 30 31+ Total Number 169 149 117 100 150 149 834 Percent 20.3 % 17.9 % 14.0 % 12.0 % 18.0 % 17.9 % 100.0 %

Q37. When was your home built?


Q37. When was your home built Before 1950 1950-1969 1970-1989 1990 or later Don't know Total Number 74 166 169 390 35 834 Percent 8.9 % 19.9 % 20.3 % 46.8 % 4.2 % 100.0 %

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Q38. Are you a student in a college or university?


Q38. Are you a student in a college or university Yes No Total Number 87 747 834 Percent 10.4 % 89.6 % 100.0 %

Q39. Do you own or rent your current residence?


Q39. Do you own or rent your residence Own Rent Total Number 654 180 834 Percent 78.4 % 21.6 % 100.0 %

Q40. How many persons in your household (counting yourself) are in each of the following age groups?
Mean Number Under 10 10-19 20-44 45-64 65+ 2.81 0.53 0.43 1.13 0.71 0.20 Sum 2082 410 327 909 550 149

Q41. What is your age?


Q41. Your age 18-35 35 to 44 45 to 54 55 to 64 65+ Total Number 246 228 161 128 71 834 Percent 29.5 % 27.3 % 19.3 % 15.3 % 8.5 % 100.0 %

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Q42. Do you subscribe to any of the following television services?


Q42. Do you subscribe to television services Charter Cable Mediacom Century Link Satellite TV None Total Number 25 341 236 196 93 891 Percent 3.0 % 40.9 % 28.3 % 23.5 % 11.2 %

Q43. Would you say your total annual household income is:
Q43. Total household income Under $15K $15K to $29,999 $30K to $59,999 $60K to $99,999 $100K+ Declined Total Number 58 94 192 234 214 42 834 Percent 7.0 % 11.3 % 23.0 % 28.1 % 25.7 % 5.0 % 100.0 %

Q44. Which of the following best describes your race/ethnicity?


Q44. Your race/ethnicity Hispanic White/Caucasian African American/Black Asian/Pacific Islander Native American/Eskimo Mixed Race Other Total Number 30 685 73 30 9 13 3 843 Percent 3.6 % 82.1 % 8.8 % 3.6 % 1.1 % 1.6 % 0.4 %

Q45. What is your gender?


Q45. Your gender Male Female Total Number 399 435 834 Percent 47.8 % 52.2 % 100.0 %

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Section 5:

Survey Instrument

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2011CityofColumbiaCommunitySurvey

Pleasetakeafewminutestocompletethissurvey.Yourinputisanimportantpartofthe City'songoingefforttoidentifyandrespondtoresidentconcerns.Ifyouhavequestions, pleasecallToniMessinaat8747660. 1. Major categories of services provided by the City of Columbia are listed below. Please rate each item on a scale of 1 to 5 where 5 means very satisfied and 1 means very dissatisfied. How Satisfied are you with: Public safety services provided by the City (e.g., A. police and fire services) Parks and recreation programs and facilities B. provided by the City C. Condition of City streets Enforcement of City codes and ordinances for D. building and housing Quality of customer service you receive from E. City employees Effectiveness of City communication with the F. public The Citys stormwater runoff/stormwater G. management system H. Public health services in the community I. Solid waste services (trash, recycling, etc.) J. City utility services (electricity, water, etc.) 2.
Very Satisfied Satisfied Neutral Dissatisfied Very Dissatisfied Dont Know

5 5 5 5 5 5 5 5 5 5

4 4 4 4 4 4 4 4 4 4

3 3 3 3 3 3 3 3 3 3

2 2 2 2 2 2 2 2 2 2

1 1 1 1 1 1 1 1 1 1

9 9 9 9 9 9 9 9 9 9

Which THREE of the major City services listed above do you think are the most important services for the City to provide? [Write in the letters below using the letters from the list in Question 1 above].

1st:____
3.

2nd:____

3rd:____

PERCEPTIONS OF THE CITY. Several items that may influence your perception of the City of Columbia are listed below. Please rate each item on a scale of 1 to 5 where 5 means very satisfied and 1 means very dissatisfied.
Very Satisfied Satisfied Neutral Dissatisfied Very Dissatisfied Dont Know

How Satisfied are you with:


A. B. C. D. E. F. Overall quality of services provided by the City of Columbia Overall value that you receive for your City tax dollars and fees How well the City is planning for growth Overall quality of life in the city Overall feeling of safety in the city The direction the City is heading

5 5 5 5 5 5

4 4 4 4 4 4

3 3 3 3 3 3

2 2 2 2 2 2

1 1 1 1 1 1

9 9 9 9 9 9

4.

PERCEPTIONS OF SAFETY. Using a scale of 1 to 5 where 5 means very safe and 1 means very unsafe, please rate your feeling of safety in the following situations in the city.
Very Safe Safe Neutral Unsafe Very Unsafe Dont Know

How Safe do you feel:


A. B. C. D. E. F. Walking in your neighborhood during the day Walking in your neighborhood at night In downtown Columbia during the day In downtown Columbia at night In City parks during the day In City parks at night

5 5 5 5 5 5

4 4 4 4 4 4

3 3 3 3 3 3

2 2 2 2 2 2

1 1 1 1 1 1

9 9 9 9 9 9

5.

PUBLIC SAFETY SERVICES. For each of the following, please rate your satisfaction with each item on a scale of 1 to 5 where 5 means very satisfied and 1 means very dissatisfied.
Very Satisfied Satisfied Neutral Dissatisfied Very Dissatisfied Dont Know

How Satisfied are you with: A. Police efforts to prevent crime B. How quickly police respond to emergencies C. Overall quality of local police services How quickly Fire Department personnel respond D. to emergencies E.KOverall quality of City fire protection F. The Citys municipal court 6.

5 5 5 5 5 5

4 4 4 4 4 4

3 3 3 3 3 3

2 2 2 2 2 2

1 1 1 1 1 1

9 9 9 9 9 9

Which THREE of the public safety services listed above do you think are the most important services for the City to provide? [Write in the letters below using the letters from the list in Question 5 above.]

1st:____
7.

2nd:____

3rd:____

STREETS AND SIDEWALKS. For each of the following, please rate your satisfaction with each item on a scale of 1 to 5 where 5 means very satisfied and 1 means very dissatisfied.
Very Satisfied Satisfied Neutral Dissatisfied Very Dissatisfied Dont Know

How Satisfied are you with: A. Maintenance of major City streets B. Maintenance of streets in YOUR neighborhood C. Maintenance of street signs and traffic signals D. Snow removal on major City streets E. Snow removal on neighborhood streets F. Overall cleanliness and appearance of City streets G. Adequacy of City street lighting H. Maintenance of City street lighting I. Condition of City sidewalks J. Availability of sidewalks in the city 8.

5 5 5 5 5 5 5 5 5 5

4 4 4 4 4 4 4 4 4 4

3 3 3 3 3 3 3 3 3 3

2 2 2 2 2 2 2 2 2 2

1 1 1 1 1 1 1 1 1 1

9 9 9 9 9 9 9 9 9 9

Which THREE of the street and sidewalk services listed above do you think are the most important services for the City to provide? [Write in the letters below using the letters from the list in Question 7 above.]

1st:____

2nd:____

3rd:____

9.

CODE ENFORCEMENT AND NEIGHBORHOOD SERVICES. For each of the following, please rate your satisfaction with each item on a scale of 1 to 5 where 5 means very satisfied and 1 means very dissatisfied.
Very Satisfied Satisfied Neutral Dissatisfied Very Dissatisfied Dont Know

How Satisfied are you with City efforts to enforce the following: Clean-up of litter and debris on private A. property Mowing and trimming of lawns on private B. property C. Maintenance of residential property D. Maintenance of business property E. Off-street parking regulations Animal regulations (including the pick-up of F. strays)

5 5 5 5 5 5

4 4 4 4 4 4

3 3 3 3 3 3

2 2 2 2 2 2

1 1 1 1 1 1

9 9 9 9 9 9

10. Which THREE of the code enforcement items listed above do you think are the most important services for the City to provide? [Write in the letters below using the letters from the list in Question 9 above].

1st:____

2nd:____

3rd:____

11. Compared to five years ago, would you say the quality of your neighborhood has: ___(5) Gotten much better ___(2) Gotten somewhat worse ___(4) Gotten somewhat better ___(1) Gotten much worse ___(3) Stayed about the same ___(9) Dont know 12. Do you think the City of Columbia is usually responsive to the concerns of your neighborhood? ___(1) Yes ___(2) No ___(9) Dont know 13. How do you think the level of enforcement of City codes and ordinances should change over the next two years? Should it: ___(1) Be greatly increased ___(4) Be slightly reduced ___(2) Be slightly increased ___(5) Be greatly reduced ___(3) Stay about the same ___(9) Dont know
14. CUSTOMER SERVICE. Have you called or visited the City with a question, problem, or complaint during the past year? ___(1) Yes [answer Question 14a-i] ___(2) No [go to Question 15] 14a. [Only if YES to Q#14] For which service did you contact the City most recently? ___(01) Police ___(08) City Manager ___(02) Fire ___(09) Public health ___(03) Water/sewer ___(10) Streets/sidewalks ___(04) Stormwater ___(11) Electric service ___(05) Parks and recreation ___(12) Public transportation ___(06) Code enforcement ___(13) Solid waste (trash, recycling, yard waste) ___(07) City Council ___(14) Other: ______________ [Only if YES to Q#14] Why did you contact the City about this service? ___(1) Request service ___(5) Request emergency assistance ___(2) Get information ___(6) Request non-emergency assistance ___(3) Report a problem ___(7) Comply with City requirements ___(4) Discuss a billing issue ___(8) Other: ___________________

14b.

14c-i.

[Only if YES to Q#14] Please indicate your level of agreement with the following statements about the quality of service you received from City employees that last time you contacted the City as indicated in Question 14a by circling the corresponding number below.
Strongly Agree Agree Neutral Disagree Strongly Disagree Dont Know

Behavior of Employees The hours City employees were available met my C. needs D. It was easy to reach the right person at the City City employees who helped me were courteous and E. polite City employees did what they said they would do in a F. timely manner City employees gave prompt, accurate and complete G. answers to your questions H. City employees were technically competent Overall, I was satisfied with the quality of customer I. service provided by the City

5 5 5 5 5 5 5

4 4 4 4 4 4 4

3 3 3 3 3 3 3

2 2 2 2 2 2 2

1 1 1 1 1 1 1

9 9 9 9 9 9 9

15.

COMMUNICATION. Using a scale of 1 to 5 where 5 means strongly agree and 1 means strongly disagree, please rate your level of agreement with the following statements. How strongly do you agree or disagree Strongly Agree Neutral Disagree Agree with the following statements:: City government is a trusted source of information about programs A. 5 4 3 2 and services B. It is easy to get the information I need from City government 5 4 3 2 Information is communicated clearly, accurately and in a form that C. 5 4 3 2 meets my needs D. City government is open to citizen involvement and ideas 5 4 3 2

Strongly Disagree

1 1 1 1

16.

Using a scale of 1 to 5 where 5 means very satisfied and 1 means very dissatisfied, please rate your satisfaction with the following communication services provided by the City.
Very Satisfied Satisfied Neutral Dissatisfied Very Dissatisfied Dont Know

How Satisfied are you with: The usefulness of programming on the Citys cable A. television channel B. How easy it is to use (or navigate) the Citys website The usefulness of information that is available on the C. Citys website The usefulness of the information that is provided in D. the City newsletter E. How often the City newsletter is released How effectively the City is using social networks, F. such as Facebook and Twitter 17. How often do you use the Citys website? ___(1) Seldom or never ___(2) 1-2 times per year ___(3) A few times per year

5 5 5 5 5 5

4 4 4 4 4 4

3 3 3 3 3 3

2 2 2 2 2 2

1 1 1 1 1 1

9 9 9 9 9 9

___(4) A least once a month ___(5) A least once a week

18.

How often do you read the City newsletter that is distributed with the Citys monthly utility bill? ___(1) Every month ___(4) Never ___(2) Every so often ___(9) Dont know ___(3) Infrequently Have you done the following during the past year? ____(01) Called or written a City Council member ____(02) Called or written the City Manager ____(03) Attended a City Council meeting ____(04) Attended a neighborhood meeting ____(05) Read an article in the newspaper about the City ____(06) Watched any programs on the City cable channel ____(07) Watched a City Council or Planning and Zoning meeting on the City cable channel ____(08) Watched a City Council meeting on the Citys website ____(09) Accessed a City Council agenda on the Citys website ____(10) Read the City's newsletter ____(11) Visited the City website for information about the City ____(12) used Facebook, Twitter, or YouTube to get information about the City Which of the following are your primary sources of information about City issues, services and events? (check all that apply) ____(1) The City newsletter ____(6) Radio ____(2) Local newspaper ____(7) Social networking sites (Facebook, ____(3) Television news YouTube, Twitter, etc.) ____(4) City cable channel ____(8) Friends/neighbors ____(5) City website ____(9) Other: ___________________

19.

20.

21. STORMWATER. Have you seen or experienced any of the following stormwater-related problems in the neighborhood where you live during past 24 months? (check all that apply) ___(1) Flooding in streets more than 24 hours after a rain ___(2) Severe soil erosion ___(3) Flooding in basements or other areas of your home ___(4) Other:_____________________________ ___(9) None have not observed any problems 22. How important do you think it is for the City of Columbia to fund stormwater improvements that will help prevent flooding and protect the quality of water in lakes, rivers, and streams? ___(5) Extremely important ___(2) Not very important ___(4) Very important ___(1) Not important at all ___(3) Important ___(9) Dont know 23. Homeowners in the City of Columbia are currently assessed $0.65-$1.35 per month (depending on the size of their home) for stormwater improvements. If City leaders presented voters with a proposal that would raise the current assessment to $1.30-$2.70 per month (depending on the size of your home) to fund needed stormwater improvements in the City, how likely would you be to vote in favor of the proposal? ___(5) Very likely ___(3) Somewhat likely ___(1) Not likely at all ___(4) Likely ___(2) Not likely ___(9) Dont know 24. PUBLIC HEALTH. For each of the following, please rate your satisfaction with each item on a scale of 1 to 5 where 5 means very satisfied and 1 means very dissatisfied. How Satisfied are you with City Very Very Satisfied Neutral Dissatisfied Satisfied Dissatisfied efforts to: Prevent the spread of infectious disease and protect the public from new health 5 4 3 2 1 A. threats such as anthrax, small pox, and the West Nile virus Guard against food poisoning through 5 4 3 2 1 B. restaurant inspections Guard against exposure to environmental 5 4 3 2 1 C. risks such as air pollution, lead poisoning, swimming pool contamination Encourage healthy lifestyles such as 5 4 3 2 1 D. good diet, exercise, and non-smoking Assess and monitor disease, injuries, and 5 4 3 2 1 E. potential health risks Assure the health of women and children 5 4 3 2 1 F. in the community

Dont Know

9 9 9 9 9

25. Which THREE of the public health services listed above do you think are the most important services for the City to provide? [Write in the letters below using the letters from the list in Question 24 above.]

1st:____

2nd:____

3rd:____

26. UTILITIES. Please indicate if your household uses the following services provided by the City of Columbia. If you answer YES, please rate your overall satisfaction with the services on a scale of 1 to 5 where 5 means very satisfied and 1 means very dissatisfied.

DO YOU USE THE SERVICE?


YES YES YES YES YES NO NO NO NO NO

Very Satisfied

Satisfied

Neutral

Dissatisfied

Very Dissatisfied

Dont Know

(A) Residential trash collection service ................ 5............... 4.................3 .................2................... 1 ...............9 (B) Curbside recycling (blue bags)....................... 5............... 4.................3 .................2................... 1 ...............9 (C) Drop-off recycling .......................................... 5............... 4.................3 .................2...................1 ...............9 (D) City electric service ........................................ 5............... 4.................3 .................2...................1 ...............9 (E) City water service........................................... 5............... 4.................3 .................2...................1 ...............9
5

27. TRANSPORTATION. For each of the following, please rate your satisfaction with each item on a scale of 1 to 5 where 5 means very satisfied and 1 means very dissatisfied. How Satisfied are you with: How easy it is to get from your home to downtown A. Columbia B. How easy it is for you to get to/from work How easy it is to get to/from your home and major C. shopping areas in the City D. Ease of travel by bike in the City E. Ease of walking in the City The availability of public transportation (bus) F. service in the City
Very Satisfied Satisfied Neutral Dissatisfied Very Dissatisfied Dont Know

5 5 5 5 5 5

4 4 4 4 4 4

3 3 3 3 3 3

2 2 2 2 2 2

1 1 1 1 1 1

9 9 9 9 9 9

28. Which THREE of the transportation services listed above do you think are the most important services for the City to provide? [Write in the letters below using the letters from the list in Question 27 above.]

1st:____

2nd:____

3rd:____

29. COMMUNITY PRIORITIES. Using a scale of 1 to 5, where 5 mean very high priority and 1 means very low priority, please rank the importance of the following issues by circling the corresponding number below:

What Priority Should Be Placed on the Following:


A. B. C. D. E. F. G. H. I. J. K. Ensuring that affordable housing is available in Columbia Minimizing congestion on City streets Improving sidewalks and pedestrian walkways to make it easier to walk in the city Adding biking lanes and paths to make it easier to bike in the city Maintaining City streets and infrastructure Managing stormwater runoff to prevent floods and minimize water pollution Promoting economic development/job creation Preserving greenspace to ensure some areas of the city are not developed Protecting residents and businesses in the city from crime Increasing the level of participation by residents in local government Preserving/protecting the environment

Very High

High

Medium

Low

Very Low

Dont Know

5 5 5 5 5 5 5 5 5 5 5 5 5 5

4 4 4 4 4 4 4 4 4 4 4 4 4 4

3 3 3 3 3 3 3 3 3 3 3 3 3 3

2 2 2 2 2 2 2 2 2 2 2 2 2 2

1 1 1 1 1 1 1 1 1 1 1 1 1 1

9 9 9 9 9 9 9 9 9 9 9 9 9 9

L. Expanding public transportation (bus) services M. Improving the visual attractiveness of the city N. Improving cooperation between the City and County

30. Which THREE of the issues listed above do you think are the most important issues for the City of Columbia? [Write in the letters below using the letters from the list in Question 29 above.]

1st:____

2nd:____

3rd:____

31. SUSTAINABILITY. Do you think it is important for the City of Columbia to support sustainability programs that help reduce pollution, conserve energy, and protect water resources? ___(1) Yes ___(2) No 32. How would you describe the Citys efforts to promote water, energy and natural resource conservation? Would you say the City is: ___(1) Doing too much ___(2) Doing the right amount ___(3) Not doing enough ___(9) Dont know 33. SOCIAL SERVICES. Using a scale of 1 to 5, where 5 means very willing and 1 means not willing at all, please indicate how willing you are to have your City taxes used to support the following: Very Somewhat Not Not Willing Dont How willing are you to have City taxes used Willing Willing Willing Willing At All Know to support the following services: A. Services to meet basic needs & 5 4 3 2 1 9 emergencies (e.g. homeless shelter, food pantry) 5 4 3 2 1 9 B. Services for children, youth, and families (e.g. parenting, after school programming, mentoring) C. Services to support economic opportunity 5 4 3 2 1 9 (e.g. life skills, job preparation) D. Services to support independent living 5 4 3 2 1 9 (e.g. home delivered meals, adult day care) E. Mental health services (e.g. counseling) 5 4 3 2 1 9 34. Have you used public transportation services in Columbia? ___(1) Yes 35. Have you used the City airport? ___(1) Yes 37. When was your home built? ____(1) Before 1950 ____(2) 1950-1969 ___(2) No _______ years ____(4) 1990 or later 36. Approximately how many years have you lived in Columbia? ____(3) 1970-1989 ___(2) No

38. Are you a student in a college or university? ___(1) Yes 39. Do you own or rent your current residence? ___(1) Own

___(2) No ___(2) Rent

40. How many persons in your household (counting yourself) are in each of the following age groups? Under 10 ____ Ages 10-19____ Ages 20-44____ Ages 45-64____ Ages 65+_____ 41. What is your age? ______ years 42. Do you subscribe to any of the following television services: (check all that apply) ___(1) Charter Cable ___(2) Mediacom ___(3) Century Link ___(4) Satellite TV 43. Would you say your total annual household income is: ____(1) Under $15,000 ____(3) $30,000 to $59,999 ____(2) $15,000 to $29,999 ____(4) $60,000 to $99,999 44. Which of the following best describes your race/ethnicity? ___(1) Hispanic ___(4) Asian/Pacific Islander ___(2) White/Caucasian ___(5) Native American/Eskimo ___(3) African American/Black 45. What is your gender? ___(1) Male ___(2) Female ___(5) more than $100,000

___(6) Mixed Race ___(7) Other______________

OPTIONAL: If you would be willing to participate in City-sponsored focus groups in the future to provide more input to improve the quality of City services, please provide your contact information below: Your Name: ______________________ Phone: _________________ E-Mail: _______________________

Ifyouhaveanyadditionalcomments,pleasewritethemonaseparatepieceofpaperandreturnthemwith yourcompletedsurvey.Youmayalsoprovidecommentsonlineatwww.Columbia2011Survey.org

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