1. 2010 Citizen Satisfaction Survey Results November 2010

2. 2 Purpose 1.Determine how satisfied citizens are with quality of life, government and safety 2. Identify strengths and opportunities 3. Develop action plans for improvement

3. 3 Methodology Data not available by district 1. Survey was conducted by the Center for Survey Research, at the University of Virginia from (August-September 2010) 2.A telephonic survey with pre-notification letters sent to all listed phone numbers. 3.Telephone numbers included both cell-phone and landline 4. 25% response rate; 550 responses from randomly selected residents with a sampling error of + 4.2 percent

4. 4 All Time High Ratings The Chesterfield County 2010 Citizen Satisfaction Survey ratings are in general higher than those in 2004 and 2006 and are comparable to or higher than those in 2008.

5. 5 Highlighted Areas I.Quality of Life II.County Government III.Public Safety IV.Normative Data V.Significant Variations in 2010 VI. Post Survey Actions

6. 6 I. Quality of Life Quality of life Education provided by schools A place to raise children Services for children and youth County appearance Environment

7. 7 Quality of Life Overall, how would you rate the “Quality of Life” in Chesterfield County? Excellent Good Fair Poor “Above” the national norm “Above” local government norm Fair/Poor5.8%7.2%6.0%6.5% Good/Excellent94.2%92.8%94.0%93.5%

8. 8 Quality of Life How would you rate schools in preparing students for success beyond high school: Fair/Poor16.6%14.7% Excellent/Good83.4%85.2% Excellent Good Fair Poor

9. 9 Quality of Life How would you rate schools providing opportunities for citizens to contribute to the success of the public schools? Fair/Poor20.2%19.1% Excellent/Good79.8%80.9% Excellent Good Fair Poor

10. 10 Quality of Life Excellent Good Fair Poor “Above” the national norm “Above” local government norm How would you rate Chesterfield as a place to raise children? Fair/Poor7.7%8.1%7.1%7.9% Good/Excellent92.3%92.0%92.9%92.1%

11. 11 Quality of Life *Question was not asked in 2006 How would you rate services for children and youth, not including public education? Fair/Poor24.5%22.4%20.9% Good/Excellent75.5%77.6%79.1% “Above” the national norm “Above” local government norm Excellent Good Fair Poor

12. 12 Quality of Life How would you rate the overall cleanliness and appearance of the county? Fair/Poor19.8%15.2%13.5%12.9% Good/Excellent80.2%84.8%86.5%87.1% “Above” the national norm “Above” local government norm Excellent Good Fair Poor

13. 13 Quality of Life How would you rate the preservation and protection of the environment? Fair/Poor31.2%32.7%26.5%21.4% Good/Excellent68.8%66.3%73.5%78.6% “Below” the national norm “Below” local government norm Excellent Good Fair Poor

14. 14 II. County Government Employee ratings for: Knowledge Overall customer service Management of the county Getting citizens' views & opinions

15. 15 County Government How would you rate Chesterfield County Employees on knowledge about county services? “Similar to” national norm “Similar to” local government norm Fair/Poor14.8%17.7%14.3%18.3% Excellent/Good85.2%82.3%85.7%81.7% Excellent Good Fair Poor

16. 16 County Government How would you rate Chesterfield County Employees on overall customer service? Fair/Poor15.7%17.2%16.2%13.0% Excellent/Good84.3%82.8%83.8%87.0% “Similar to” national norm “Above” local government norm Excellent Good Fair Poor

17. 17 How would you rate the quality of management of the county? County Government “Below” the national norm Fair/Poor37.1%36.6%28.0%34.4% Good/Excellent62.9%63.4%72.0%65.6% Excellent Good Fair Poor

18. 18 County Government How would you rate Chesterfield County in getting citizens’ views and opinions before making major decisions that affect the county? “Similar to” national norm“Similar to” local government norm Fair/Poor56.4%55.3%52.4%49.4% Excellent/Good43.6%44.7%47.6%50.6% Excellent Good Fair Poor

19. 19 9-1-1 Emergency Communication Center Personal safety… III. Public Safety Overall safety index …in neighborhoods …in parks …in shopping areas …in schools …in homes …on roads as you travel

20. 20 Public Safety How would you rate 9-1-1 employees on: Fair/Poor4.1%4.4%6.3% Excellent/Good95.9%95.6%93.7% Excellent Good Fair Poor

21. 21 Public Safety Index Please rate how you feel about your personal safety in the following areas: ***“Below” national & local norm**“Similar to” national & local norm*“Similar to” national norm Overall safety index ***Your neighborhood during the day **Parks during the day Shopping areas Schools *Your home **Your neighborhood at night **Parks at night Roads as you travel Very UnsafeVery Safe 97.8% 94.2% 92.6% 61.6% 96.1% 96.8% 99.4% 92.9% Favorable Rating 91.4%

22. 22 497 total jurisdictions* Questions matched - 14 21 local jurisdictions across Virginia Questions matched - 10 National Comparisons Local Government Comparisons IV. Normative Data Data provided by The National Research Center *includes twelve in Canada

23. 23 4 questions were “Above” the norm 5 questions were “Similar to” the norm 5 questions were “Below” the norm National Comparisons Normative Data

24. 24 Local Government Comparisons Local Governments Include: Arlington County, VA; Stafford County, VA; Botetourt County, VA; Chesapeake, VA; Hanover County, VA; Prince William County, VA; Virginia Beach, VA; Newport News, VA; Spotsylvania County, VA; Albemarle County, VA; Chesterfield County, VA; James City County, VA; Roanoke, VA; Williamsburg, VA; Hopewell, VA; Lynchburg, VA; Staunton, VA; Northampton County, VA; Lexington, VA 5 questions were “Above” the norm 3 questions were “Similar to” the norm 2 questions were “Below” the norm NORMATIVE DATA Normative Data

25. 25 V. Significant Variations in 2010 1. Preservation and protection of the environment 4.5% 2. Safety in parks at night 9.5% 3. Management of the county* 6.4% *2010 rating is better than 2004 and 2006

26. 26 VI. Post Survey Actions Communication: –Present to CAPC –Provide results to Board of Supervisors –Present to Department Directors –Communicate to Employees –Post results to Internet/Intranet –Communicate to the Public Action items will involve reviewing these results and addressing them for ongoing improvement.