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Home My WebLink About07/20/2010, SS 1 - CITIZEN SATISFACTION SURVEY RESULTS council 19c) //v agenda izepoRt tm N..6,5Jl CITY OF SAN LUI S OBISPO FROM: Katie Lichtig, City Manager Prepared By: Michael Codron, Acting Assistant City Manager SUBJECT: CITIZEN SATISFACTION SURVEY RESULTS RECOMMENDATION Receive a presentation on the results of the 2010 City of San Luis Obispo Citizen Satisfaction Survey. DISCUSSION Situation The City has recently contracted with Fairbank, Maslin, Maullin, Metz and Associates (FM3) to conduct a citizen satisfaction survey. The survey results will be presented to the City Council during a study session, to provide time for discussion and an opportunity for Council members to ask questions of the consultant. A summary and analysis of the survey results is attached to this report(Attachment 1). The survey was prepared for three general purposes. (1) To update our understanding of citizen satisfaction with City services in key areas since the last survey was carried out in 2005. (2) To provide, at the mid-point of the 2009-11 financial plan, a way to gauge the City's progress on certain Major City Goals. And, (3) to provide input into long-term financial sustainability planning and the budget process for the 2011-13 financial plan, including satisfaction with objectives and accomplishments associated with Measure Y, the half-cent sales tax measure approved by voters in 2006. Overall, the results of the survey were positive. 97% of those surveyed said the City was an "excellent" or "good" place to live. 72% said that the job being done by City government was "excellent" or "good." Satisfaction ratings for key City services are also improved from the last survey, including "protection of open space," "traffic management and reduce congestion," "street repairs and maintenance," and "building and safety code enforcement." These results, however, are just a snapshot in time, and do not change or lessen the City's responsibilities to its citizens, or its commitment to provide excellent service to the community on a daily basis. Not all of the survey results were positive and FM3 will present the full picture for the Council's consideration during the study session. For instance, Figure 4 of Attachment 1 indicates that San Luis Obispo voters are now more critical of the City's management of funds than they were in 2005. In addition, City departments and programs received positive evaluations, but most were lower than 2005. Notwithstanding these results, the general conclusions of the survey are positive and indicate that in spite of the current difficulties in the economy, San Luis Obispo City government has earned high marks for its provision of public services. Furthermore, the consultant believes that the prospects for renewal of Measure Y appear good at the present time. 55/- Study Session: Citizen.Satisfaction Survey Page 2 Survey Methodology and 2005 Benchmark The survey was conducted by phone May 14-23, 2010. Four hundred randomly selected registered City voters participated. The margin of error is plus or minus 4.9% at the 95% confidence level. In other words, for each question there is a 95%certainty that the true value lies within 4.9%of the reported result. The City has surveyed the community many times in the past, however, certain questions asked in this survey were also asked during a 2005 survey that was conducted prior to the passage of Measure Y. As a result, the 2005 survey serves as a benchmark that improves the City's understanding of the current survey results. Major City Goals Questions asked as part of the survey relate to certain Major City Goals. These include infrastructure maintenance, traffic congestion relief and preservation of critical services and fiscal health. There were positive responses covering each of these issue areas. However, public opinion and citizen satisfaction is not the primary measure of City progress on accomplishing these goals. Progress on Major City Goals is evaluated through status reports that are prepared periodically for City Council review. The reports provide a narrative of the activities that have occurred to date, percent complete and a discussion of remaining tasks. The information provided in the Citizen Satisfaction Survey provides a different window on Major City Goal progress, namely by evaluating citizen perception of the job the City is doing. This information allows staff to evaluate the extent to which the community's perceptions are in-line with our progress on these issues. Based on the results of the survey, there is alignment between the City's attention to these priorities and the community's satisfaction with accomplishments in these areas. Measure Y Overview and Financial Sustainability Planning On November 7, 2006, the citizens of the City of San Luis Obispo passed Measure Y, the San Luis Obispo Essential Services Measure. The measure passed with support from 65% of the voters. Measure Y was a general purpose measure that provides for a half-cent sales tax increase. The additional revenues are used to maintain and restore essential services like street paving, traffic congestion relief, public safety, flood protection, senior citizen services and facilities, neighborhood code enforcement, open space preservation and other vital general purpose services. Measure Y was approved for a period of eight years and will sunset in 2014. Financial sustainability planning for the long term requires the City to think ahead about the prospects for renewal of Measure Y before its expiration. The Citizen Satisfaction Survey does provide guidance in this regard. The prospects for renewing Measure Y are good. In fact, when asked the question, "How would you vote if a renewal of Measure Y were on the ballot today," 64% of City voters said they would vote yes. This is almost the same percentage of voters that approved the measure in 2006. 5S � - � Study Session: Citizen Satisfaction Survey Page 3 The survey only represents a snapshot in time, and staff will continue to focus on these priority areas with Measure Y resources, as determined by the community and the Council via the two- year financing planning process. Moreover, staff will be mindful that future financial plan cycles should include a refined ability to community the uses and accomplishments of Measure Y, as well as consideration of appropriate contingency planning so that the City is prepared in the event Measure Y is not renewed. FM3 will present additional analysis and conclusions regarding the survey and prospects for Measure Y to the City Council during the study session. FISCAL IMPACTS There are no fiscal impacts associated with receiving the Citizen Satisfaction Survey. The survey is intended to inform the upcoming two-year financing plan process and long-term financial sustainability efforts. ALTERNATIVE The City Council can direct staff to follow up on any issues or questions raised by the Citizen Satisfaction Survey that warrant additional analysis or review. ATTACHMENT City of San Luis Obispo Citizen Satisfaction Survey Summary 00ocuments and Settings\mcodron\Desktop\7-20Survey(SS I).DOC SS�J 3 Fairbank, ATTACHMENT Maslin, Maullin, Metz & j j Associates Public Opinion Research &Slralej�v TO: City of San Luis Obispo FROM: Fairbank, Maslin, Maullin, Metz& Associates (FM3) SUBJ.; Citizen Satisfaction/Measure Y Survey Summary DATE: June 12, 2010 Introduction and Methodology Fairbank, Maslin, Maullin, Metz& Associates (FM3)conducted an opinion survey of San Luis Obispo City voters to obtain voter evaluations of City services and job performance. The survey also examined support for renewal of the City's half cent sales tax approved as Measure Y in 2006. Four hundred randomly selected voters registered in the City of San Luis Obispo participated in the survey, which was conducted by telephone May 19-23, 2010. The margin of error due to pure chance for survey results for the sample as a whole is plus or minus 4.9 percent at the 95 percent confidence level. On average, the interviews took 26 minutes to complete. Certain questions regarding satisfaction with City-provided services were tracked from a survey conducted for the City by FM3 in March 2005. Ouality of Life Context San Luis Obispo City voters continue to rate the City highly as a place to live. In 2005, 95 percent of voters said they regarded the City as an "excellent" or"good"place to live. In 2010,the total "excellent"or"good" increased to 97 percent. Asked to look ahead for five years and say what their expectations were for the quality of life in the City of San Luis Obispo, a quarter of respondents in 2010 said the quality of life will be better, 56 percent said it would be the same and 17 percent thought it would be.worse than today. There are fewer pessimists in 2010 compared to 2005 when 30 percent thought the quality of life would be worse five years later. (See figure 1.) 2425 Colorado Avenue. Suiie 180 1999 Harrison Street Suite 1290 .Sarna Monica. CA 90404 Oakland. CA 94612 Phone: -(310)828-1183 Phone: (5l0)451-9521 Fax: 131(1) 453-6562 Fac: (510)451-0384 1 ATTACHMENT City of San Luis Obispo Survey Summary ` page 2 Figure 1: Looking Ahead Five Years for the Quality of Life in San Luis Obispo, There Are Fewer Pessimists in 2010 and More Votes for the Status Quo 2005 Quality of Life 2010 Quality of Life +/-%Change in Five years in Five years Much better 7% Total 6% Total Better Better +1% Somewhat better 17% 24% 17°h 25% Stay the same 42% 56% +14% Somewhat worse Total r Total otal Worse Much worse 5% % 7% Worse -13%� DK/NA 6% 2% -3% o. ». " M ; ,m. w row In Evaluations of City Services and City Job Performance City voters continue to give very high marks for the job being done by San Luis Obispo City government in providing services to the public. In fact, the overall "excellent/good" rating increased four percent from 2005 to 2010, from 68 to 72 percent respectively. The "fair/poor"rating diminished five percent between 2005 and 2010. (See figure 2.) Figure 2:. City Voters Continue to Give Very High Marks for the Job Being Done by San Luis Obispo City Government in Providing Services 2005 Job Rating/ 2010 Job Rating/ +l-°h Change Providing Services Providing Services Excellent 11% Total 15% Total +4% Good 57% 68% 57% 72% Just fair27% Total 2211. Total -6%PoorF41/6 31% 4°h 26% DK/NA 2% 2% NC Fairbank, Masl in, Maidlin, Meta& �� S � Assdciates ' � ATTACHMENT City of San Luis Obispo Survey Summary page 3 City voters gave high satisfaction ratings to key City services in 2010, and ratings were generally comparable to 2005. Scores were notably improved for"protection of open space," "traffic management to reduce congestion,"and "street repairs and maintenance." Improved satisfaction ratings for these and other items coincide with Measure Y objectives. (See Appendix A.) Nevertheless, while individual service satisfaction ratings are high and most City departments, services and programs tested in the 2010 survey have favorable evaluations, some are little known and several department and program evaluations are lower than in 2005. For example, the police and fire departments, while garnering"favorable"ratings from eight and more than six in ten respectively in 2010, suffered a reduction in positive ratings of eight and nine percent respectively. The Public.Works Department went from 57 percent favorable in 2005 to 49 percent in 2010. The Community Development Department's planning and building services programs are essentially unknown to 40 percent of voters while 41 percent could not rate the City's economic development programs. (See Figure 3.) Figure 3: All City Departments and Programs Tested in the 2010 Survey Have Positive Evaluations But Some are Little Known and Most are Lower than 2005 (* =Not Tested in 2005) TGV&Iz-. mum R The Fire Department 81% 89% 111% 3%* 4% The Parks and Recreation 9"/0 '82% 10% 0% 10% Department The Police Department 64% 74% 18% 17% 1610 Natural Resources and 57% 53% 13% Open Space Programs The Utilities Department's water supply and sewers 53% * 26% 15% 6% pro grams The Public Works 49% 57% J' 25% 6"/0 20% Department The San Luis Obispo City 47% 57% _ 28% 15% 9% Council The Community Development 26% * 196/0 15% 40% Department's planning and building services programs City economic develo ment programs 23"/0 * 21% 15% 41% Fairbank, . Maslin, Maudlin, Metz&. �Sl -� Associates -� ATTACHMENT City of San Luis Obispo Survey Summary page 4 Moreover, positive evaluations notwithstanding, City voters have become more critical of the City's management of its funds, comparing 2005 with 2010. (See Figure 4.) Pluralities of City voters also have critical opinions of the City's efforts to "plan for the future in an era of reduced City revenues," and "to negotiate fair and affordable pay and benefits with local public employees." Figure 4: San Luis Obispo Voters Have Become More Critical of the City's Management of Funds 2005 Job Rating/ 2010 Job Rating/ +� Change Managing Funds Managing Funds Excellent 5% Total {17%T3/o 1 Total Good 4404 49°/6 o, 40°6 -9% '� Just fair 33% I Total 27°41 Total Jr 37% J( 48% +11 Poor 4% 21% DK/NA 14% 12% -2% ax M u " M ,00a ox mR . M M ,on On the management of funds evaluation, Republicans are more critical than Democrats and Decline-to-State registrants (DTS), 55 percent"fair/poor"to 44 and 47 percent respectively. In a reversal of usual patterns on money issues, older voters (50 years old or more) are less critical than younger voters (18-49 years old). There are no differences of significance in the evaluation of City funds management according to gender, income or education. Perceptions of Issues and Problems for San Luis Obispo Residents When asked open-ended what is the most serious issue facing City of San Luis Obispo residents that the City's government should do something about, 18 percent said "nothing/no serious issues" and another 9 percent said "don't know." The most. frequently mentioned substantive issues were "affordable housing,""too much growth and development, "traffic congestion"and references to the economy and jobs. Provided a lengthy list of possible problems and asked to say how serious they are for City residents, again affordable housing topped the list with almost nine in ten saying that this was a"very"or"somewhat" serious problem in San Luis Obispo. The availability of jobs, homeless people and the effect of State Government's budget cuts are also thought to be serious issues by substantial numbers of voters. Fairbanks Muslin, Maullin, SS1 Metz& Associates ; 1 ATTACHMENT City of San Luis Obispo Survey Summary �' page 5 A quarter of voters consider"waste and inefficiency in City government"to be a"very serious"problem, and another 29 percent say this is a"somewhat serious" issue, thus echoing in a certain manner the reduction in favorable job rating for the City's management of funds comparing 2010 to 2005. (See Appendix B.) Another echo of the concern about managing funds emerged in response to the open- ended question,"what is the most important thing City government can do to improve City services? Two in ten(21 percent) said"nothing—no need to improve anything" and another 22 percent said "don't know." But one in ten (11 percent).said"manage revenue betteribetter use of money/make current budget more effective."The next highest volunteered response was "focus on infrastructure repair/street repair"with four percent. Budget Cuts City Voters are reluctant to recommend major cuts in most City programs. When provided a list of programs, with one exception—the City's financial support for the Laguna Lake Golf Course—all had a majority saying"no cuts/cut just a little" Even the golf course had a majority opposed to significant budget reduction if those favoring an increase in spending are also considered. In fact, several items, including traffic management, street repairs and maintenance, flood protection and storm drain maintenance and programs to improve neighborhood quality of life, had double digits wanting to increase spending. (See Figure 5) Figure 5: 2010 City Voters Are Reluctant to Recommend Major Cuts in Most Programs Service/Pt-ogram ` Cut.Little/ a' Gur y ' - Increase' .DK%NA No Cuts Substantially Fire and emergency medical services 90% 2% 5% 3% response time Fire prevention and protection 90% 1% 5% 3% Maintenance of public parks 87% 5% 4% 3% Police protection in local 86% 4% 8% 3% neighborhoods Building and safety code enforcement 82% 5% 5% 9% Traffic management to reduce 77% 10% 10% 2% congestion Flood protection and storm drain 76% 7% 12% 5% maintenance Fairbank, Maslin, Mattllin, Meta& SSS-S, ' Associates �. ATTACHMENT City of San Luis Obispo Survey Summary page 6 Figure 5 Continued: 2010 City Voters are Reluctant to Recommend Major Cuts in Most Programs 'Cut _Lrttle/ Cut . Service/Program Increase DK/NA No Cuts ' Su6stantiall' Repair of broken sidewalks 75% 14% 9% 2% Street repairs and maintenance 75% 8% 16% 1% Senior citizen services 72% 5% 8% 15% Recreation opportunities and 72% 14% 9% 4% programs at city arks Downtown improvement programs 71% 19% 5% 6% City economic development programs 68% 11% 7% 14% Protection of open sace 68% 18% 9% 5% Programs to improve neighborhood 68% 16% 10% 6% quality of life City support for the Laguna Lake Golf 49% 36% 3% 13% Course Measure Y Renewal Nearly three in five City voters said they are familiar with Measure Y,the City half-cent sales tax increase measure approved by voters in 2006. (See Figure 6.) Of this number, 47 percent said they voted Yes in Measure Y, 16 percent opposed, 17 percent did not vote or could not recall voting and 20 percent voted but refused or could not recall how they voted. Figure 6: Measure YCurrent Awareness/Recall DK/NA Aware,heard Zoe a lot 17% Unaware, haven't heard about Total t a Aware 57% OZ Aware,heard a little 40% Fairbank, Akslin, Maullirt, Meta& SISI- 9 Ass® ATTACHMENT City of San Luis Obispo Survey Summary page 7 Asked how they might vote if a renewal of Measure Y were on the ballot today, 64 percent of City voters said they would vote Yes, 29 percent said No and seven percent were undecided. (See Figure 7.) Figure 7: How Would You Vote If Measure Y Renewal Election Were Today Probably Yes 21% Probably No 10% a•'t ,, ,�, �,Ei sli�,ilJ;tlGl !-!:!,29%T°IAo'No Total Yes� ! ., � 1164%��!; `• ' llllll�lllxi� ll Definitely No 19% Definitely Yes 43% Need more info/DK/NA 7% In response to an open-ended follow-up question asking voters why they would vote as indicated in the previous question, more than a third of the Yes voters said simply that the City needs the revenue while another quarter said "not much of an increase/pay a little/easy way to get money." Other Yes responses were variations on these themes. Opponents, in addition to many who expressed oppositions to taxes in general, also asserted that Measure Y revenues are not being used for what they were intended, an issue that may relate to the City management of funds evaluation earlier in the survey and commented on previously in this memo. An analysis of the demographics of support for and opposition to renewal of Measure Y, presented in detail as Appendix C, shows a marked difference in support for Measure Y renewal according to political party affiliation and outlook. In short, Democrats, DTS voters and moderates favor renewal by nearly three to one while only a slim majority of Republicans and conservatives say they would vote for renewal.. Fairbank, Maslin, I Matrllin, Metz& !_� ? j Associates ' ATTACHMENT City of San Luis Obispo Survey Summary J page 8 Voters who are today highly aware of Measure Y— 17 percent of all voters—are much less supportive of Measure Y renewal than others who say they are `only a little" or not at all familiar with this tax measure. There is also a clear relationship between positive ratings for the City's work in providing services and in managing funds and support for Measure Y renewal. Seven in ten of those who give an "excellent"or"good"rating for the City's provision of services support renewal of Measure Y, and nearly eight in ten who rate the City's management of funds positively say they are for renewal. Reflecting the greater popularity of Measure Y renewal among Democrats and DTS voters, likely November 2010 voters are slightly more likely to support renewal than likely June 2010 voters when Republicans, conservatives and high frequency voters are a greater proportion of the electorate. While there are minor variations in support and opposition among other demographic groups, other than registered voters who are full- time students (who strongly favor renewal)versus non-students (who support renewal in smaller numbers), there are no distinctions needing further comment. Survey respondents were read batteries of statements that Measure Y supporters and opponents might make in an election campaign. After hearing each statement, respondents were asked to say whether it would incline them to vote in favor or in opposition, whichever the statement intended. Appendix D provides both sides' arguments ranked by impact on the vote. The most effective statement on the renewal proponents' side says, "Renewal of the local sales tax gives San Luis Obispo more local control and keeps local tax dollars here to pay for essential services, such as police and fire protection, senior programs, park maintenance and street repair." On the opponents' side, the only argument that had any appeal says, "Binding arbitration on police salaries has lead to big increases, which cost taxpayers additional millions each year. Renewing the local sales tax just lets the same practices continue with no real accountability."I Hearing the batteries of statements --nine for the proponents of renewal and seven for opponents—had little net effect on the Measure Y renewal vote as Figure 8 on the next page shows. This finding argues that opinions about renewal are largely fixed in place, at least at the present time. There appears to be enough sensitivity to the police salaries binding arbitration decision to suggest the possibility of a linkage between it and the fact that a plurality today(48 percent)says it has a negative opinion of the City's management of funds compared to 37 percent negative opinion in 2005. Among voters who today have an unfavorable opinion of the City's financial management,55 percent said the statement about the arbitration decision could influence them to oppose Measure Y renewal. Perhaps more _ importantly,42 percent of voters wither favorable opinion of the City's fund management also said this message could dispose them to oppose renewal. : Fairbank, i Maslin, Matrllin, Meta& Associates JJ l ATTACHMENT City of San Luis Obispo Survey Summary J page 9 Figure 8: Messaging Has Little Net Effect on Measure Y Renewal Vote —Total Yes —Total No —NMVDK/NA gars a�w 64% 69% o 62/o W% 4^ 29% 26% 30% M% 7% 5% 7% 0% Initial Vote After Statement in Favor After Opposing Statements Total Yes 64% 69% 62% Total No 29% 26% 30% NMUDK/NA 7% 5% 7% An analysis of the consistent nature of the vote shows that well over half of all voters voted Yes for renewal of Measure Y each of the three times the survey questionnaire asked for a vote on this issue. Two in ten were consistent No voters while not quite a quarter of voters were"swing voters" defined as either inconsistent in their vote—that is voted differently in either direction over the course of the three votes—or were consistent "don't know"voters. (See Figure 9.) Figure 9: Consistent Voter Analysis Shows Slightly Less Than a Quarter Are Swing Voters Swing Voters (Inconsistent and Consistent DK Combined) 23% Consistent Yes 56% Consistent No 21% t Fairbank, i Maslin, Maullin, Metz& Associates ATTACHMENT City of San Luis Obispo Survey Summary page 10 Appendix E provides an analysis of the demographic profile of"swing voters" as compared to consistent Yes and No voters. It reveals that swings voters are more likely to be general election voters rather than primary election voters. Further, they are more conservative than consistent Yes voters but not as conservative as consistent No voters. Like Consistent Yes voters they tend to be younger and liberally inclined in political outlook. While consistent Yes and No voters are rather closely divided by gender, swing voters are much more likely to be female by a margin of three to two. Other characteristics include a tendency to be renters, resident in San Luis Obispo for fewer years, little aware of Measure Y today and, similar to consistent No voters, more likely to have critical opinions of the City as regards its delivery of services and management of funds General Conclusions • In spite of the economic times and the difficulties facing all state and local governments in balancing service demands and the ability to pay for them, San Luis Obispo City government wins high marks for its provision of public services. • Although there is no direct"cause and effect" evidence from the survey, it would seem reasonable that fall-out from the current economy, which has made it more difficult for the City to make ends meet, has affected public perceptions of the City's financial management and planning to some degree compared to 2005. In addition, there could be some negative reaction to the police salaries binding arbitration decision. • Even with the increase in critical opinions related to fiscal matters, the prospects for renewal of Measure Y look good at the present time. The survey's data argue for placing renewal on a general election ballot and, assuming no major upsets in City government over the next 24 months, giving strong consideration to seeking a renewal vote in 2012, two years prior to expiration of the local sales tax measure. Fairhank, Maslin, Matrllin, Meta& SS ! -l 3 Associates ATTACHMENT City of San Luis Obispo Survey Summary page 11 APPENDICES Fairbank, Maslin, Maullin, Meta& ss�-l � Ass® �- ATTACHMENT City of San Luis Obispo Survey Summary page 12 Appendix A City Voters Give High Satisfaction Ratings for Key City Services in 2010, and Ratings are Generally Comparable to 2005 (I to 7 Sale; I = "Not At All Satisfied;" 7 = "Very Satisfied;" * =Not Asked 2010; ^=Asked Only 2010) Services 2005 Mean 2010 Mean 2005 2010Score Score DKIINA DK/NA Graffiti removal 5.5 * 17% Street lighting repair and maintenance 5.5 * 7% Fire and emergency medical services 6.0 6.0 17% 13% response time Maintenance of public parks 5.6 5.6 5% 5% Fire prevention and protection 5.8 5.5 9% 16% Police protection in local neighborhoods 5.6 5.5 3% 3% Protection of open space 4.9 5.4 8% 11% Building and safety code enforcement 5.1 5.3 25% 28% Recreation opportunities and programs at 5.2 5.2 10% 13% city arks Downtown improvement programs ^ 5.0 ^ 8% Senior citizen services 4.9 5.0 38% 45% City support for the Laguna Lake Golf o Course 4.9 50% Flood protection and storm drain 4.8 4.9 12% 15% maintenance Street repairs and maintenance 4.2 4.6 1% 1% Repair of broken sidewalks 4.5 4.5 11% 5% City economic development programs ^ 4.4 ^ 31% Programs to improve neighborhood quality A 4.4 ^ 27% of life Traffic management to reduce congestion 3.9 4.4 5% 3% Fairbank, Maslin, ,Alaullin, SSI —Is, c( —I / :Assts& Jv 5 Associates ATTACHMENT City of San Luis Obispo Survey Summary page 13 Appendix B Responding to List Provided: City Voters Say Middle Class Housing Availability, Job Availability, Homelessness and Transients and State Budget Cuts Are Currently the Most Serious Problems for City of San Luis Obispo Residents. Many are Also Concerned About "Wastellnefcieney"in City Government Very Total Not Too/ Very/S.W. Issue Serious Serious Not A DK/NA Problem problem Problem The availability of affordable housing for middle- 43% 86% 10% 4% class families The availability of stable, good paying jobs in the 41% 82%0 12 /o /0 0 0 local area 6 Homelessness and transients 33% 75% 24% 1% State budget cuts that reduce the money available to cities for essential services such as police and fire 29% 65% 29% 6% protection Waste and inefficiency in City government 26% 55% 34% 11% The amount of taxes and fees people have to pay for 20% 44% 49% 8% city services Alcohol-related crimes and problems 19% 59% 40% 1% Too much growth and development 19% 41% 58% 2% City streets in need of repair 17% 53% 46% 0% Loss of open space 17% 38% 60% 2% Access to quality health care 17% 34% 61% 5% The quality of public schools 14% 30% 51% 19% Traffic congestion 13% 1 37% 62% 0% The availability of recreation programs 10% 29% 64% 6% Crime in general 9% 32% 68% 0% Inefficient storm drainage that leads to flooding 8% 33% 66% 2% Maintaining a good quality of life in local neighborhoods 8% 19% 80% 1% The time it takes for police to respond to service 5% 12% 76% 12% calls The availability of senior services 4% 13% 56% 31% The time it takes for firefighters to respond to 2% 6% 77% 16% service calls Fairhank, Maslin, Maullin, Metz& r —l�o Associates ATTACHMENT City of San Luis Obispo Survey Summary page 14 Appendix C First Ask Measure Y Renewal Vote by Demographics Demographic GroupKnow All Voters 64% 29% 7% Likely June Primary Voter Yes 61% 32% 6% No 66% 26% 8% Likely November General Voter Yes 63% 30% 7% No 65% 28% 7% Past Vote Frequency High 57% 38% 5% Medium 77% 12% 12% Low 64% 28% 8% Political Party Democrat 70% 23% 8% Republican 50% 41% 10% DTS/Other 70% 25% 4% Political Outlook Conservative 55% 38% 8% Moderate 70% 24% 6% Liberal 69% 25% 6% Ideology by Age Conservative 18-49 62% 32% 6% Conservative 50+ 46% 44% 10% Moderate 18-49 75% 20% 5% Moderate 50+ 62% 31% 7% Liberal 18-49 1 65% 28% 7% Liberal 50+ 1 75% 20% 5% Gender Men 1 67% 27% 6% Women 61% 31% 9% Race/Ethnicity White 63% 30% 7% Latino 80% 17% 3% Non-White 73% 21% 7% Education Non-College 62% 31% 7% Colle e+ 65% 27% 7% Fairbank, Moslin, Maudlin, Meta& SSI-1:7 Associates ATTACHMENT City of San Luis Obispo Survey Summary page 15 Appendix C; Continued First Ask Measure Y Renewal Vote by Demographics Age 18-49 - 66% 1 27% 7% 50+ 61% 1 31% 7% Income $0-$50K 61% 1 29% 9% $50K+ 69% 26% 5% Refused 52% 39% 9% Years in City of San Luis Obispo 5 Years or Less 63% 27% 10% 6-20 Years 70% 24% 5% 21+Years 55% 38% 7% Own/Rent _ Own 64% 31% 5% Rent 65% 27% 9% Children 19 Years or Less at Home . Yes 61% 39% 0% No 65% 27% 9% Full-Time Student at Cal Poly or Cuesta Yes 75% 14% 11% No 61% 33% 6% Aware of Measure Y Yes, A Lot 48% 40% _11% Yes, Little 66% 32% 3% No 68% 22% 10% San Luis Obispo Job Rating Providing-Services Excellent/Good 70% 24% 6% Fair/Poor 46% 43%- 11% San Luis Obispo Jdb Rating Managing City Funds Excellent/Good 76% 1 19% 5% Fair/Poor 50% 1 39% 11% Fairbank, Maslin, Maullin, Meta& Associates ATTACHMENT City of San Luis Obispo Survey Summary page 16 Appendix D Effectiveness of Arguments in Favor of Renewal of Measure Y (Mean Score: +10 =All Voters Say "Much More Inclined Yes;" -10 =All,Voters Say "Much Less Inclined Yes"or "Don't Believe') Arauments Much More Much/S.W. Less Incl./ No Eff./ mean Ind. More Incl. Don't Bel. No Opin. Score Renewal of the local sales tax gives San Luis Obispo more local control and keeps local tax dollars here to pay for 32% 64% 8% 28% 4.0 essential services, such as police and fire protection, senior programs, park maintenance,and street repair. Fire prevention services in San Luis Obispo have expanded and improved since voters adopted the local sales tax. If the local sales tax is not renewed,we 31% 62% 16% 22% 3.1 will have to cut back fire prevention programs no matter how valuable they are for local businesses, apartment dwellers and homeowners. The State has taken $30 million from the City of San Luis Obispo over the past decade that otherwise would be spent on essential City services. The City sales tax is a locally controlled revenue source that makes up for some of this loss and 30% 62% 9% 28% 3.6 allows San Luis Obispo to stretch its dollars to meet basic local needs. Renewing this local tax is essential to protecting the vital local services we all rely on. Two thirds of the funds provided by the local sales tax go into capital improvements such as storm drains,new streets and traffic signals and open space acquisition. But the task is not finished. 28% 59% 14% 27% 3.0 Renewing the local sales tax will allow the City to continue making necessary capital improvements to enhance the safety and quality of life in San Luis Obispo. Renewing the local sales tax will provide the funds needed to fill dangerous potholes and keep city streets from 27% 60% 12% 28% 3.1 becoming more and more uncomfortable and dangerous to drive. Fairbank, Maslin, Maullin, Meta& SS-' / Associates ATTACHMENT City of San Luis Obispo Survey Summary —' page 17 Appendix D; Continued Effectiveness of Arguments in Favor of Renewal of Measure Y Arauments Much More Much/S.W Less Incl./ No Eff./ Mean Incl. More Incl. Don't Bel. No Opin. Score In these difficult economic times,the local sales tax has allowed the City to avoid even deeper cuts in essential services while still making progress in 27% 59% 12% 29% 3.1 high priority areas such as street paving, traffic congestion relief, flood protection, public safety, senior services and open space preservation. Without continuing revenue from the local sales tax,the City will be forced to cut back its efforts to keep drunk drivers 25% 47% 23% 30% 1.3 off the streets and prevent other alcohol- related crime such as public drunkenness by students and violent assaults. Crime continues to be an issue in San Luis Obispo and calls to the police continue at a high volume. Without renewal of the local sales tax, rather than 24% 48% 26% 26% 1.1 have an adequate police force,we would have to cut back the police force even more. Renewing the local sales tax is the only way to avoid forced cuts to police services, including cutting back police officers who patrol City streets and neighborhoods, reducing the DARE anti- 24% 47% 23% 30% 1.3 drug program in our schools,and reducing drug and alcohol enforcement that helps keep drugs off the streets and reduces alcohol-related crimes and disturbances. Traffic congestion in San Luis Obispo continues to increase significantly. Without renewal of the local sales tax 23% 44% 25% 31% 0.8 measure,the City would not have the money needed to make streets safer and reduce traffic congestion. Fifty-eight percent of San Luis Obispo's homes are rentals. Renewal of the local sales tax will provide funds needed to continue sufficient building code 19% 40% 19% 41% 1.0 inspections to assure rental housing safety and prevent illegal activities and the deterioration of our neighborhoods. Fairhank, Muslin, Maullin, Meta& �C)o Associates 1 ATTACHMENT City of San Luis Obispo Survey Summary page 18 Appendix D; Continued Effectiveness of Arguments in Opposition to Renewal of Measure Y (Mean Score: +10 =All Voters Say "Much More Inclined No;" -10 =All Voters Say "Much Less Inclined No" or "Don't Believe') Arguments 'Much ` 7VIuch/6^W Less`Incl% Np EffJ- Mean a 0T!PTncl. " Vloce,Iiiclr: •DonitBel. No Opiffi. Score Binding arbitration on police salaries has lead to big increases,which cost taxpayers additional millions each year. Renewing the 23% 45% 23% 32% 1.2 local sales tax just lets the same practices continue with no real accountability. City government would not have to ask voters to renew the local sales tax if it did not overpay its employees and give them too 18% 35% 29% 37% -0.2 many benefits. Voting no on renewal will draw the line and force the City to cut spending on personnel costs. Even if the City says this tax doesn't cost taxpayers very much,taxpayers are being 18% 32% 30% 37% -0.6 nickeled and dimed to death and just can't afford to renew this City sales tax. The local economy is struggling with:double digit unemployment and the state has a twenty billion dollar-plus budget deficit. We 16%° 29% 29% 41% -0.7 should be repealing this local tax,not talking about renewing it. The City admits that renewing the local sales tax will not improve City services. In fact, the City is simply saying that they will 15% 31% 35% 33% -1.2 continue to give us less but charge more for it. The City is just crying wolf. It says it has already had to drastically reduce essential services,such as road repair,park maintenance,and police and fire protection 14% 31% 31% 39% -0.8 because of budget cuts,but there has been no noticeable change in services or our quality of life. City government hasn't used local sales tax revenues in the ways it promised. Renewing 14% 29% 28% 42% -0.7 the local sales tax just lets city bureaucrats continue to ignore their promises. City government is trying to scare us into renewing this tax increase. In reality,the City has plenty of money and just needs to 13% 27% . 32% 42% -1.3 manage it better and stop wasting the money it already has. Fairbank, Maslin, Maullin, Meta& SSS`a I Associates ATTACHMENT City of San Luis Obispo Survey Summary page 19 Appendix E Demographic Profile of Swing Voters Demographic Group Swing Consistent Consistent. Voters Yes No All Voters 100% 100% 100% Likely June Primary Voter Yes 37% 47% 54% No 63% 53% 46% Likely November General Voter Yes 55% 60% 60% No 45% 40% 40% Past Vote Frequency High 51% 40% 38% Medium 19% 18% 3% Low 26% 31% 45% Political Party Democrat 43% 49% 22% Republican 41% 19% 51% DTS/Other 15% 32% 27% Political Outlook Conservative 33% 27% 49% Moderate 28% 30% 19% Liberal 36% 42% 29% Ideology by Age _. _ Conservative 18-49 18% 17% 26% Conservative 50+ 14% 10% 23% Moderate 1849 15% 19% 8% Moderate 50+ 12% 1.1% 11% Liberal 18-49 24% 24% 21% Libera150+ 12% 17% 8% Gender _ _. Men 1 39% 51% 590 Women 61% 49% 41% Race/Ethnicity - White 8% 8% 4% Latino 80% 88% 92% Non-White 14% 10% 5% Education Non-College 42% 43% 48% Colle e+ 56% 56% 52% Fairbank, Maslin, Maudlin, Meta& SSI—C l Associates 11 ATTACHMENT City of San Luis Obispo Survey Summary page 20 Appendix E; Continued Demographic Profile of Swing Voters Demographic Group Swing Consistent Consistent Voters Yes No Age 18-49 60% 61% 57% 50+ 38% 38% 43% Income $0-$50K 52% 37% 36% $50K+ 35% 53% 470 Refused 13% 10% 18% Years in City of San Luis Obispo 5 Years or Less 38% 27% 29% 6-20 Years 34% 47% 36% 21+ Years 27% 26% 34% Own/Rent Own 42% 55% 53% Rent 52% 44% 45% Children 19 Years or Less at Home Yes 17% 20% 24% No 80% 80% 76% Full-Time Student at Cal Poly or Cuesta Yes 23% 25% 11% No 74% 74% 89% Aware of Measure Y Yes, A Lot 13% 15% 27% Yes, Little 32% 41% 45% No 51% 44% 23% San Luis Obispo Job Rating Providing Services Excellent/Good 1 69% 1 78% 56% Fair/Poor 29% 19% 44% San Luis Obispo Job Rating Managing City Funds Excellent/Good 23% 50% 31% Fair/Poor 62% 35% 66% Fairbank, Maslin, Maullin, SS Metz& JS —c�3 Associates � councfl mEmoIZanbum ;city of san tuffs osispo, aOmmistization 6eparttment DATE: July 15, 2010 RECEIVED TO: City Council JUL 15 1010 FROM: Michael Codron, Acting Assistant City Manage SLO CITY CLERK SUBJECT: Study Session Item#1: Citizen Satisfaction Survey Results The summary results and analysis of the citizen satisfaction survey was provided as Attachment 1 in the Council Agenda Report. The complete report is available as a Council Reading File in the Council Office. Z'COUNCIL to CDD DIR RED FILE 1eAE)"A16e ErFIN DIR MEETING AGENDA '�' /" W [f FIRE CHIEF ��/ATTORNEY C'I'PW DIR PA /0 ITEM # SS f LERK/ORIG ZrPOLICE CHF I ❑ DEPT HEADS C'YREC DIR ?22 Z UTIL DIR --�— ZHR DIR 1�C�17ME5 iL°BuaJG(l �,Crly M6fZ DocumenV