2014 comm survey
TRANSCRIPT
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222000111444CCCiiitttyyyooofffSSSaaannnAAAnnntttooonnniiiooo
CCCooommmmmmuuunnniiitttyyySSSuuurrrvvveeeyyy
FINAL REPORT
Submitted to
The City of
SSSaaannnAAAnnntttooonnniiiooo,,,TTTeeexxxaaasss
ETC Institute
725 W. Frontier Circle
Olathe, KS
66061
August 2014
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Contents
Executive Summary ....................................................................... i
Section 1: Charts and Graphs ....................................................... 1
Section 2: 2008-2014 Benchmarking Analysis .......................... 43
Section 3: Comparisons to the National Average ....................... 64
Section 4: Comparisons to Cities of Similar Size ....................... 70
Section 5: Survey Instrument ...................................................... 76
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ETC Insti
2
OVEOvervie
the sum
with the
Method1,006 re
districts.with a pr
Locatio
understadelivere
the hom
surveymap to t
of surve
location
Dont
dont
response
graphs t
2014 toSince th
no opi
the utiliservices,
know abeen pro
When c
change i
ute (2014)
14 S
E
VIEW
. ETC Iner of 2014
delivery of
logy. Theidents by p
The resultsecision of a
of Respo
d how wellin differen
address of
as geocodehe right sh
y responde
of their ho
nows. Tknow an
s has bee
at show tr
facilitatenumber o
ion respo
ation andthe perc
d no opinided in Ap
mparing tr
satisfactio
n A
ecut
ND M
titute admi. The purp
ity services
survey waone. At le
for the randleast +/- 3
dents. To
services art parts of t
respondent
. The dotsw the distr
nts based
e.
he percentd no o
excluded
nds from 2
alid compdont kno
ses often
awarenessntage of
ion responendix D.
end data in
of more th
2
toni
ive S
THOD
istered a cose of the s
and to gath
administeast 100 sur
om sample.
better
beinge City,
to the
on theibution
on the
ge ofinion
from
008 to
risons. and
eflects
of citydont
ses has
this report
an 3%.
014 City of
Co
mm
LOGY
mmunity srvey was t
er input abo
ed in Englieys were co
of 1,006 ho
, a signifi
an Antonio
mu
ary
rvey for thobjectivel
ut priorities
sh and Spampleted in
seholds ha
cant increa
ommunity S
ity S
epor
City of Sa assess res
for the City
nish to a raach of the
e a 95% le
e/decrease"
rvey: Final
urve
Antonio dident satisf
.
ndom samitys ten c
el of confi
is defined
eport
i
uringction
le ofuncil
ence
as a
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ETC Insti
MAJ
Is
p
s
S
t
li
t
T
b
s
ute (2014)
R FIN
he City of
ation. Co
stitute to rtisfaction
verall Sati
ercentage oood incre
tisfaction r
an Antonio
the result
ving in U.S
e national a
he major c
eaknesseselow (weak
omparativ
Public lib
Parks anStreet
FacilitiesSolid wa
omparativ
Animal
ompared to
cond highe
INGS
an Antoni
pared to t
sidents liviith city ser
sfaction wi
residentssed from 6
ting has inc
Is Setting
of a natio
. cities with
verage in m
tegories of
ecause theesses) the
STRENG
rary service
recreationaintenance,
(+8%)te services (
WEAKN
are Service
other larg
st level of s
2
o Has One
e results o
ng in U.S.ices in San
h the Qua
ho rated t9% in 201
reased by 4
the Standa
al survey t
population
ost of the m
City service
satisfactioational ave
HSs (+15%)
rograms anFlood Pr
+7%)
SSES
(-6%)
cities in
tisfaction i
014 City of
of the High
a national
ities withAntonio rat
ity of City
e overall q to 70% in
, which is
d for Serv
at was ad
of 250,000
ajor categor
s that were
ratings wage are liste
d facilities (vention,
exas, the
seven of th
an Antonio
est Overall
survey tha
opulationsd 22% abo
Services
uality of Ci2014. Si
a statisticall
ce Deliver
inistered b
or more, S
ies of City
identified a
re more thd below:
+9%)ew Streets
ity of San
e eight area
ommunity S
Satisfactio
t was admi
of 250,000e the natio
ontinues t
ty servicesnce 2008, t
y significan
in Many
y ETC Inst
an Antonio
ervices that
s comparati
an 5% abo
, Sidewalk
Antonio h
s shown in t
rvey: Final
n Ratings i
istered by
or more, oal average.
Improve.
as excellehe Citys o
t increase.
rea. Com
itute to resi
rated at or
were assess
ve strength
e (strengt
s and Dra
d the high
he table bel
eport
ii
n the
ETC
erall
The
t orerall
ared
dents
bove
ed.
, and
s) or
inage
st or
w.
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ETC Insti
2
i
r
f
S
o
3
r
a
MAJ
Street
Drain
The oveThe servery sa
(77%),
projectssatisfacti
The twoconditio
ute (2014)
esidents T
hen compa
as administ
50,000 or
each of th
o As ao As ao As ao Over
esidents F
ted their o
om 61% in
atisfaction
f residents
-1-1- Call C
lthough O
ecreases in
ted, satisfa
eas:
o Anim
o
Codeo Street
Facili
o Devel
R FIN
Mainte
ge Faci
all satisfactice that reisfied and
fforts to k
(73%). Thon rating, c
services tof city stre
ink San A
ring reside
ered by ET
ore, the Cit
following
lace to retir
lace to rais
lace to livell quality of
el Safer th
erall feelin
2012 to 66
with the Ci
ho indicate
enter increa
erall Satis
Four Maj
tion levels
al care servi
Enforceme Maintenan
ties (-5%)
opment Ser
INGS B
ance, F
ities
ion rating fidents weresatisfied r
ep neighb
re was onempared to
at residentets and (2)
2
ntonio is a
t perceptio
Institute t
y of San A
reas:
e (+23%)
a family (
(+12%)life (+9%)
n They Di
g of safety
in 2014.
ys 3-1-1
that they
sed 4% fro
action wit
r Areas.
were signif
ces (-7%)
t (-7%)ce, Flood
ices (-5%)
ARE
ood Pre
r this areamost satis
esponses a
rhood stre
significant3% in 2012
felt wereuick repair
014 City of
Great Plac
s of the Cit
o residents
tonio rated
14%)
Two Yea
in the City
all Center
ere very s
77% in 20
City Servi
f the 13 m
cantly low
revention,
vention,
in 2014 waied with, bong those
ts clean (7
ecrease in).
most impoof pothole
an Antonio
e to Live,
y to the res
living in U.
significantl
s Ago. Th
as excelle
ncreased
atisfied or
12 to 81% i
ces Increas
jor categor
r in 2014 t
New Stree
New St
43%, whiased uponho had an
3%), and
how quickl
tant for th.
ommunity S
aise a Fa
ults of a na
.S. cities wi
y above the
percentage
nt or goo
ignificantl
satisfied
2014.
ed, There
es of city s
an in 2012
s, Sidewal
eets, Si
h was dowthe combinopinion, we
uality of c
potholes a
City to p
rvey: Final
ily, and R
ional surve
h populatio
national av
of resident
d increase
. The perce
ith the Cit
ere Signi
ervices that
in the foll
s and Dra
ewalks
5% fromd percenta
re: flood c
ompleted c
re repaired
rovide wer
eport
iii
tire.
that
ns of
erage
who
5%
ntage
s
icant
were
wing
inage
and
012.e ofntrol
pital
(38%
: (1)
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ETC Insti
Police
The ove
1% fro
combinawere: p
enforce
The poli
preventi
i
ss
ute (2014)
Safety S
all satisfact
2012. T
ion of verlice protec
ent of local
e safety ser
n.
ow Satisfa
satisfactio
ow Police
rvices werfety servic
ere rated:
omparativ
Crime pr
Enforce
Local polResponse
omparativ
None
ervices
on rating fo
e police s
satisfiedion (87%),
traffic laws
vice that re
tion with
ratings fo
Safety Co
identifieds were mo
STRENG
vention (+3
ent of local
ice protectitime of pol
WEAKN
2
r police saf
rvices that
and satisfihow quic
(80%).
idents felt
olice Safet
r any of th
pares to
s comparate than 5%
HS
0%)
traffic laws
n (+21%)ce to emerg
SSES
014 City of
ty services
residents
d responsly police r
as most im
Has Cha
police saf
the Nation
ve strengthbove the n
(+23%)
encies (+21
an Antonio
in 2014 wa
ere most s
es among respond to
ortant for t
ged. Therety services
al Averag
because stional aver
%)
ommunity S
72%, whic
atisfied wit
sidents whemergencie
he City to p
were no si that were
. All of
tisfaction rage in each
rvey: Final
is a decre
h, based u
had an opi (82%) an
rovide was
nificant chated from
he police
tings withof the area
eport
iv
se of
on a
nion,the
rime
nges012.
afety
olicethat
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ETC Insti
s
Fire S
The ovefrom 90
combina
were ho
limit pro
The fire
firefight
sn
ute (2014)
ow Overal
ompared to
tisfactionntonios rat
ith compar
ervices
all satisfac in 2012.
ion of ver
quickly f
erty loss (
service that
rs respond
ow Satisfa
me or shoone of the c
Satisfacti
other citie
ith police sing for poli
ble data.
ion rating f The fire
satisfied
refighters r
6%).
residents fe
o emergenc
ction with
ed slight ianges from
2
n with Pol
of a simil
ervices sece services
or fire serviervices tha
and satisfi
espond to
lt was most
es.
Fire Servi
provement2012 were
014 City of
ce Services
ar size, res
nd highest;as 6% hig
ces in 201 residents
d respons
mergencies
important
es Has C
in 4 of thestatistically
an Antonio
Compares
dents in S
Fort Worter than the
was 91%,ere most
es among r
(98%) and
or the City
anged. Sa
fire servicsignificant
ommunity S
to Cities o
n Antonio
had the hiverage rati
which wasatisfied wi
sidents wh
how effect
to improve
tisfaction r
s rated frosee chart o
rvey: Final
f a Similar
rated the o
hest rating.g for the 7
a slight inch, based u
had an opi
ively firefi
was how q
tings staye
2012; honext page).
eport
v
Size.erall
Sancities
reaseon a
nion,
hters
ickly
d the
ever,
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ETC Insti
a
s
Solid
The ove
of 2% fr
combina
were: re
The soliresidenti
S
r
so
i
a
hc
s
Ts
ri
ute (2014)
ow Fire S
ere identifi
bove the nat
omparativ
Fire educEmergenOverall q
Response
omparativ
None
ow Overal
ompared to
tisfaction
ntonios raith compar
aste S
all satisfact
m 2012. T
ion of ver
sidential rec
waste sel garbage c
ow Satis
olid Waste
hanged.
tings for
rvices star show
provement
eas rated
owever, nanges fro
atistically
he trends sown in th
ght.
rvices Co
ed as comp
ional avera
STRENG
tion progray medical rality of fir
time of fire
WEAKN
l Satisfacti
other citie
ith fire ser
ing for fireble data.
rvices
on rating f
he solid wa
satisfied
ycling servi
vice that rollection.
action wi
Services H
Satisfacti
solid was
ed the saed slig
in all of t
from 201
one of t 2012 we
significa
nce 2010 a chart to t
2
pare to th
arative stre
e:
HS
ms (+22%)esponse timservices (+
fighters (+8
SSES
n with Fi
of a simil
ices at 91%
services wa
r solid was
te services
and satisfi
ces (93%) a
sidents felt
h
s
n
te
et
e
;
ee
t.
ee
014 City of
e National
gths beca
e (+10%)8%)
%)
e Services
ar size, res
, which ran
s 4% highe
e services i
hat residen
d respons
d residenti
was most
an Antonio
Average.se satisfact
Compares
dents in S
ed first alo
r than the a
2014 was
s were mos
es among r
l garbage c
important
ommunity S
ll of the fion levels
to Cities o
n Antonio
g with Okl
verage ratin
81%, whic
t satisfied w
sidents wh
ollection (9
or the Cit
rvey: Final
re servicesere at lea
a Similar
rated the o
homa City.
g for the 7
was an inc
ith, based u
had an opi
%).
to provide
eport
vi
ratedt 5%
Size.erall
San
cities
rease
on a
nion,
was
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ETC Insti
Ho
a
Compar
Compar
h
S
c
Anim
The ovefrom 20
very sa
satisfied
of the strwere sati
The anicontrolli
r
f
c
e
St
r
f
ute (2014)
Solid Wa
aste servic
bove the nat
ative STR
Bulky iteResidentiResidenti
ative WEA
None
ow Overal
ompared toighest; Okl
an Antonio
ties with co
l Care
all satisfact2. The ser
tisfied an
with the Ci
ay pet popusfied with t
al care seg the stray
ow Perce
sidents wh
om 60% i
ontrolling o
ucation, fr
ow Overa
imilar Sizee overall s
ting. San
r the 7 citie
te Service
s were iden
ional avera
NGTHS
pickup/real recyclingal garbage c
KNESSES
l Satisfacti
other citieshoma City
s rating fo
mparable d
ervices
ion rating fvices that r
satisfied
ys adoptio
lation throue enforcem
vice that rpet populati
tions of
were satisf
2012 to 5
the stray p
m 59% sati
l Satisfact
. Comparetisfaction
ntonios ra
s with com
2
Compare
tified as co
e. The resu
oval serviservices (+ollections s
n with So
of a similarad the hig
solid wast
ta for this s
r animal csidents we
responses
/rescue and
h targetedent of Anim
sidents felon through
nimal Ca
ied with the
% in 201
t populatio
sfaction in 2
on with
to other ciith animal
ing for ani
arable data.
014 City of
to the Nat
parative s
lts are provi
es (+20%)9%)rvices (+10
id Waste
size, Sanest rating a
e was 3%
rvice.
re servicese most sati
among resi
No Kill ef
pay/Neuteral Code.
was mostargeted Spa
e Services
enforceme
(-6%). T
s through t
012 to 55%
nimal Ca
ies of a sicare servic
al care ser
an Antonio
ional Aver
rengths bec
ded below:
%)
ompares
ntonios rand Austin h
igher than
in 2014 wafied with,
dents who
orts; 55%
program a
importanty/Neuter pr
Have Ch
t of animal
here was a
argeted Spa
in 2014 (-4
e Services
ilar size, rees third hig
ices was t
ommunity S
ge. All oause they s
o Cities o
ing for soliad the seco
the average
s 48%, whiased upon
had an opi
ere satisfie
d public ed
or the Citogram and p
nged. Tcode decrea
so a signifi
y/Neuter pr
%).
Compares
sidents in Shest; Austi
e same as t
rvey: Final
the Citysored at lea
a Similar
waste wasd highest r
rating for
h was dowcombinati
nion, 77%
with the c
cation, and
to provideublic educa
e percentased signific
cant decrea
gram and
to Cities
an Antoniohad the hi
e average
eport
vii
solidt 5%
Size.thirdting.
the 7
n 7%on of
were
ntrol
54%
wasion.
e ofntly,
se in
ublic
of a
ratedghest
ating
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ETC Insti
Code
The ove
decrease
Parks
The ove
slight in
servicesresponse
(93%), t
facilities
The parwere: (1
sn
r
ute (2014)
nforce
all satisfact
in satisfacti
and Rec
all satisfact
rease from
in San Antos among res
he mainten
(92%).
s and recre) the mainte
ow Satisfa
ayed the sao improve
creation se
ent
ion rating f
on from 54
reation
ion rating f
75% in 201
nio, basedidents who
nce of cit
tion servicenance of cit
ction with
e in threeents. Ther
vices from
2
r code enf
in 2012 (-
ervices
r parks and
2. The hig
pon the coad an opini
parks (9
s that residparks and
Parks an
of the parkse were dec
012; none
014 City of
rcement in
%).
recreation
hest levels
bined percon, were: t
%) and th
nts felt wer(2) walking
Recreatio
and recreateases in sa
f these dec
an Antonio
2014 was
services in
of satisfacti
ntage of e maintena
e accessibil
e most impbiking trail
n Has Ch
ion servicestisfaction i
eases were
ommunity S
7%. This
2014 was 7
on with par
ery satisfience of city
ity of park
ortant for thin the City
nged. Sa
rated fromthree of t
significant.
rvey: Final
as a signi
%, which
s and recr
and satiecreation c
s and recr
e City to pr.
isfaction r
2012; theree six park
eport
viii
icant
as a
ation
fiednters
ation
ovide
tings
wereand
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ETC Insti
t
So
r
3-1-1
The ove
from 77(604 res
aspect o
of 3-1-1their que
f
i
fi
r
r
d
ute (2014)
ow Parks
itys parks
ey scored a
omparativ
City swiEarly eduWalking/
Maintena
MaintenaRecreatio
omparativ
None
ow Overa
imilar Sizeverall satisf
creation w
Call Ce
all satisfac
in 2012.ondents),
the Citys
call takers astions as e
ow Satisfa
lt the City
2012 to 93
ur 3-1-1 sethe hours t
ow Overal
ities of a
sidents rate
ting for 3-1
ata.
nd Recrea
and recreat
t least 5% a
STRENG
ming poolscation and abiking trails
nce of City
nce of recrenal progra
WEAKN
l Satisfact
Comparedction with
s 13% high
ter
ion rating f
f the surve3% felt it
3-1-1 servic
s excellentcellent or
tion with
3-1-1 serv
% in 2014.
vices ratedat 3-1-1 se
l Satisfacti
Similar Siz
d overall sa
-1 was 20
2
tion Servic
ion service
ove the nat
HS
(+41%)fter school(+26%)
arks (+26
tion centers and classe
SSES
on with
to other citarks and re
r than the a
or the 3-1-
y respondeas very e
e, 95% of r
or goodgood.
-1-1 Servic
ce was ve
Satisfactio
from 2012;vice is avai
n with th
e. Compatisfaction w
higher tha
014 City of
es Compar
were iden
onal averag
rograms (+
)
(+22%)s (+22%)
arks and
ies of a simcreation hig
verage ratin
Call Cent
ts who hadsy or ea
sidents wh
and 88% r
e Has Cha
y easy or
ratings im
there was aable.
Citys 3-
ed to otheith the City
the averag
an Antonio
e to the N
tified as co
e. The resu
27%)
Recreation
ilar size, Sahest. San
g for the 8 c
r in 2014
used the City to use.
had an op
ted the abil
ged. Theeasy to us
roved or st
significant
-1 Call C
cities ofs 3-1-1 ser
e rating for
ommunity S
tional Ave
mparative s
lts are provi
Compares
n Antonio rntonios rat
ities with c
as 81%,
ys 3-1-1 CWhen aske
nion rated t
ity of the ca
percentagee increased
ayed the sa
decrease in
nter Servi
similar sivice highes
the 7 cities
rvey: Final
rage. Alltrengths be
ded below:
to Cities
sidents rating for park
mparable d
hich was u
ll Center sd to rate v
he courteou
l taker to a
of residentby 1% from
e in three
satisfaction
e Compar
ze, San A. San Ant
with comp
eport
ix
f theause
of a
d thes and
ta.
4%
rvicerious
sness
swer
who92%
f the
(6%)
es to
tonionios
rable
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ETC Insti
PublicThe ove
from 88
combinawere: th
resource
The libr
of infor
S
2
a
s
h
ute (2014)
Librar
all satisfact
in 2012.
ion of vere cleanlines
like books
ry service t
ational res
ow Satisf
atisfaction r
012; howev
ow Overal
verage. Oerage for l
ow Overal
exas. Amrvices was
ntonios ra
igher than t
Service
ion rating f
The library
satisfieds and appea
E-books, C
at resident
urces like b
ction wit
atings impr
r, none of t
l Satisfacti
erall satisfrge commu
Satisfacti
ng the otheassessed (
ing was th
e average r
2
r public li
services tha
and satisfiance of lib
Ds/DVDs,
felt was m
ooks, E-boo
Public
ved or stay
e changes
n With P
ction withities of 25
n with Lib
r cities of ahich in thi
highest.
ting for the
014 City of
rary servic
t residents
d responsary facilitie
ownloadab
ost importa
ks, CDs/D
ibrary S
d the same
rom 2012
blic Libra
public libra,000 or mo
rary Servic
similar sizcompariso
San Antoni
4 large Tex
an Antonio
es in 2014
ere most s
es among rs (98%) an
e music, et
t for the Ci
Ds, downlo
rvices in
in all 5 of t
ere signific
y Services
ry servicese (+10%).
es Compa
e where ovonly incl
s rating f
as cities.
ommunity S
as 91%,
atisfied wit
sidents whthe quality
. (97%).
ty to provid
adable musi
the Area
e library se
ant (see cha
Compares
rated signifi
es to Othe
rall satisfaded large
r library s
rvey: Final
hich was u
, based upo
had an opiof informa
e was the q
c, etc.
Has Cha
rvices rated
t below).
to the Nat
cantly abo
Large Cit
tion with liexas cities)
rvices was
eport
x
3%
n the
nion,ional
ality
ged.from
ional
e the
es in
brary, San
11%
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ETC Insti
Social
The oveserviceslow-inco
to 2012,
for lowservices
were rat
Devel
The ovedecrease
satisfieobtainin
other
Public
The over
Conv
Based uhad an
sporting
Plann
The ove2012. B
who had
a signifi
ute (2014)
Service
all satisfactthat were rame people
ratings imp
ncome peofor seniors (
d.
pment
all satisfactfrom 68%
responsegarage sal
ermits, and
Health
all satisfacti
ntion, S
on the copinion, 87
events at th
ng Serv
all satisfactsed upon t
an opinion,
ant decreas
on rating fted, residen62%) and q
oved signifi
le (+11%),+4%). The
ervices
on rating fosatisfaction
among respermits; 8
57% were s
ervices
on rating of
orts an
bination ofwere satis
Alamodo
ces
on rating foe combinat
78% were s
from 82%
2
r social sers gave theuality of ad
cantly in 3
quality ofe were no s
r developmin 2012.
dents who% were ve
atisfied wit
public heal
Entert
very satisffied with t
e; this perc
r planning son of very
atisfied wit
in 2012.
014 City of
ices in 201ighest ratinult educatio
f the 4 area
housing assignificant d
nt servicesased upon
ad an opinry satisfied
removal o
h services i
inment
ed and se quality/v
ntage was t
ervices in 2satisfied a
the Citys
an Antonio
4 was 60%gs for the qn & literac
s that were
istance forcreases in
in 2014 wathe combin
on, 82% wor satisfie
graffiti.
2014 was
acilitie
tisfied resriety of en
he same in
014 was 52nd satisfie
fforts to pl
ommunity S
. Of the foality of serservices (
assessed, in
at-risk homny of the s
s 63%, whition of ve
ere satisfiedd with the
67%.
ponses amoertainment,
012.
, which w response
n for future
rvey: Final
r types ofices provi2%). Com
luding: se
eless (+7%)cial service
h is a signiry satisfied
with the eease of obta
g residentexpositions
s down 3%among resi
growth; thi
eport
xi
ocialed toared
vices
, ands that
icantand
se ofining
who, and
fromdents
s was
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ETC Insti
Aviati
The oveincreaseresponse
facilities
Citys airated fro
Arts a
Based u
had an oand 79%
Antonio.categori
Onlin
Based uhad an o
decrease
Job T
Based u
had an o
4% from
Quali
Based u
had an oaftersch
ute (2014)
on Servi
all satisfacof 3% fros among r
at the Cit
port. Ther2012.
nd Cult
on the co
pinion, 90were satisf
There ws rated fro
Payme
on the cominion, 86%
from 90% i
aining
on the com
inion, 71%
2012.
y of earl
on the co
pinion, 78ol program
es
tion rating2012. Bsidents wh
s airport,
e were no s
re
bination of
were satised with ho
re no sign2012.
t Progr
ination of were satisfi
2012.
rogram
ination of
were satisfi
y childh
bination of
were satisf; this perce
2
for San Ased upon t had an o
nd 83% w
gnificant c
very satisf
ied with thwell infor
ficant chan
ms
very satisfied with the
very satisfi
ed with the
od educ
very satisf
ied with thetage was th
014 City of
tonio Interhe combinapinion, 91
re satisfied
anges in sa
ed and s
eir experienmed they w
ges in sati
d and satitys onlin
d and sat
itys job tr
ation an
ed and s
Citys thee same in 2
an Antonio
ational Aition of ve were sati
with the a
tisfaction i
tisfied res
ce with artere about a
faction in
sfied respe payment p
sfied resp
aining prog
d afters
tisfied res
uality of e12.
ommunity S
port in 20ry satisfiedsfied with
vailability
any of the
ponses amo
and culturts and cultu
any of the
nses amonrograms; th
nses amon
ams; this w
hool pr
ponses amo
rly childho
rvey: Final
4 was 81 and satithe conditi
f parking
aviation se
g resident
in San Aral events i
arts and c
residentss was a 4%
residents
as a decreas
grams
g resident
od educatio
eport
xii
, anfiedn of
t the
vices
who
tonioSan
lture
ho
ho
e of
who
and
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ETC Insti
Histo
Based u
had an
decrease
Provi
Based u
had an oin Englis
Quali
Based u
had an owas a si
Sustai
The oveenviron
of walki
in the cafelt wer
response
water (9
energy u
City
The Citupon a c
opinion,employe
ute (2014)
ic Prese
on the co
pinion, 88
of 3% from
ing Res
on the com
inion, 90%h and Spani
y of ser
on the co
inion, 74%nificant inc
nability
rall satisfaent, includi
g/biking/p
tegory of most imp
s among re
5%), prepa
se (84%), a
mploye
employeeombination
were withs (78%).
vation
bination of
were sati
2012.
dents wi
ination of
were satisfish; this was
ices pro
bination of
were satisfease from 5
tion ratingng recyclin
blic transit,
ustainabilitortant, bas
idents who
ing for m
d supportin
Custom
customer sof very sa
the courteo
2
fforts
very satisf
sfied with
th Infor
very satisfi
ed with thea significan
ided to
very satisf
ed with the6% in 2012
for sustai, energy sa
was 66%.
had beed upon a
had an opi
re frequent
pedestrian
er Servi
rvice attribtisfied and
usness of
014 City of
ed and s
he Citys
ation i
d and sat
itys effort increase fr
isabled
ed and s
quality if s(+18%).
ability effvings, prote
his was the
assessed.ombinatio
ion, were
storms (8
, bicycle an
e
utes that resatisfied
ity emplo
an Antonio
tisfied res
istoric pre
Englis
sfied resp
s to provideom 81% in
persons
tisfied res
rvices prov
rts by thection of wa
first time t
The sustai of very
nsuring the
%), provi
transit acti
sidents werresponses
ees (82%)
ommunity S
ponses amo
ervation ef
and Sp
nses amon
residents w012 (+9%)
ponses amo
ided to disa
City to hter/air quali
e Citys ov
ability actiimportant
availability
ing opport
vity (78%).
e most satimong resid
and the kn
rvey: Final
g resident
forts; this
nish
residents
ith informa.
g resident
led person
lp preservy and pro
rall perfor
ns that resiand impo
of clean ai
nities to r
fied with,ents who h
owledge of
eport
xiii
who
as a
ho
ion
who
; this
theotion
ance
dentstant
r and
duce
asedd an
City
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ETC Insti
d
c
c
tli
City
F
p
d
ss
ute (2014)
ow Satisfa
ecreases in
stomer se
ourteousnes
ow City E
ity employ
e nationalsted below:
omparativ
Overall c
ResponsiCourteou
Knowled
omparativ
None
udget
unding Pri
riority that
ecreased, o
rvices witould be in
orkforce de
ere assesse
tion with
ll of the Ci
vice attrib
s of City em
ployee Cu
e customer
verage. T
STRENG
stomer ser
eness of Cisness of Cit
e of City e
WEAKN
orities for
is placed
significan
the highesreased wer
velopment
are shown
2
ity Emplo
ty customer
tes that s
ployees (-7
stomer Ser
service attri
e items ide
HS
ice of City
ty employeemployees
ployees (+
SSES
City Servi
n various
tly decreas
percentag: (1) street
rograms, a
in the chart
014 City of
ee Custo
service ite
owed sign
) and kno
ices Comp
butes assess
tified as c
employees (
s (+18%)(+7%)
7%)
es. Resideservices sh
d/eliminate
of responmaintenan
d (3) polic
below.
an Antonio
er Service
s rated fro
ficant decr
ledge of Ci
are to the
ed on the s
mparative
+32%)
nts were auld be in
d in the u
ents whoe and new
protection.
ommunity S
Has Chan
m 2012. T
eases from
ty employe
ational Av
rvey rated
trengths an
ked to indireased, ma
pcoming b
elieved thesidewalks, (
The results
rvey: Final
ed. Theree City emp
2012 wer
s (-4%).
erage. All
t least 5%
weakness
cate whethntained, sli
dget. The
funding pr2) educatio
for all area
eport
xiv
wereloyee
the
f the
bove
s are
r theghtly
three
iorityand
s that
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ETC Insti
Com
b
it(
s
p
S
S
t
Pre-K
More thchildhoo
Public
Seventy
should cresponde
ute (2014)
unity P
erceptions
iggest probl
ems as ma6%) and te
ow Percep
gnificant c
roblem fro
ignificant I
Poverty (
Homeles
Adult illi
Youth scThe local
RundowTeenage
Drug use
Stray ani
ignificant
Graffiti (
ost Imporat residents
ere: teenag
4 SA Pr
n three-foud education
Safety
percent (70
ntribute tod dont kn
rceptio
of Potentia
ems in the
jor problenage pregn
tions of P
anges in t
2012 are
CREASE
9%)
ness (+9%)
eracy (+8%
ool drop-oeconomy/jo
buildings/regnancy (
(+4%)
als (+4%)
ECREAS
4%)
ant Commfelt would
e pregnanc
ogram
ths (78%)program.
ealthca
) of reside
ard the cow.
2
s
Problems.
ity, based
s were: obncy (56%).
oblems Ha
he percent
rovided on
S in Rating
)
t (+7%)blessness (
eed lots/ju4%)
S in Ratin
unity Issuee most imp
(31%) and
f residents
e Contr
nts surveye
t of healthc
014 City of
. The com
pon the pe
esity (67%)
ve Change
ge of resi
the next pa
of Issues
5%)
k vehicles (
s of Issues
to Addresortant for th
obesity (30
surveyed a
ibutions
believed t
are like oth
an Antonio
unity issue
rcentage of
, drug use
d from 20
ents who
e.
s a MAJO
+4%)
as a MAJO
s over thee City to ad
).
e aware of
hat San An
r city empl
ommunity S
s that resid
respondent
60%), yout
2. The isated the it
PROBL
R PROBL
ext Two Ydress over t
the Citys
onio public
oyees; 11%
rvey: Final
nts felt we
who rated
school dr
ues that shem as a
M
M
ears. The ie next two
re-K 4 SA
safety pers
do not, and
eport
xv
e the
these
pout
owedajor
ssuesyears
early
onnel
19%
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ETC Insti
ConclBased o
ETC Ins
s
t
T
s
i
p
e
Reco
Recomareas to
(I-S) ana
and the llow sati
satisfacti
Satisfact
t
o
ute (2014)
sions
the results
itute has re
he City of
itys overal
ore than 25rvey, the
an 250,000
exas cities,
ere assesse
he City o
tisfaction r
creased by
esidents S
ealthcare
ublic safety
ployees.
mendat
ended Aremphasize
lysis. This
evel of satifaction, the
on with Cit
on (I-S) An
verall Prio
e City of
ver the next
o StreetFacili
o Polico Socia
of the City
ched the fol
an Antoni
satisfactio
0,000 residity of San
residents i
San Antoni
.
San Anto
ating increa
4%.
upport Ha
enefits.
personnel
Only 11% d
ons
s of Emphver the nex
nalysis exa
faction wit analysis i
services o
alysis, ETC
rities for t
an Antonio
two years:
Maintenan
tiesSafety
Services
2
s 2014 sur
lowing con
is setting
rating of 7
nts. Amontonio rat
nearly all
s satisfacti
nio is mo
sed from 6
ving Publi
eventy per
hould cont
id not, and
asis for thetwo years,
mined the i
each servientified w
er the next
Institute re
e City: To
should em
ce, Flood
014 City of
ey and the
lusions:
he standa
0% is 22%
g nearly 40d at or abo
of the area
on ratings
ing in the
% to 70%
Safety
cent (70%)
ibute towa
9% did not
Next TwoETC Instit
portance t
ce. By ideich service
two years.
ommends t
increase th
hasize imp
revention,
an Antonio
subsequent
d for the d
bove the n
services the the U.S.
s rated. W
ere highest
right dire
, and since
ersonnel
of those s
d the cost
have an opi
Years. In ote conducte
at resident
tifying ser will have
Based on t
e followin
e overall sa
rovements
New Stree
ommunity S
analysis o
livery of ci
tional avera
t were asseaverage for
en compar
in 5 of the
ction. T
2008, the
ontribute
urveyed bel
of healthca
nion.
rder to helpd an Import
placed on
ices of higthe most i
e results o
:
tisfaction w
n the follo
s, Sidewal
rvey: Final
the survey
ty services.
ge for citie
ssed on thecities with
ed to other
major area
e citys o
verall ratin
to the Co
ieved the
e like othe
the City idance-Satisf
each City s
importancpact on o
the Import
ith City ser
ing major
s and Dra
eport
xvi
data,
The
with
2014more
large
s that
erall
has
st of
itys
city
ntifyction
rvice
e anderall
ance-
ices,
areas
inage
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ETC Insti
a
a
By emp
levels o
improve
ute (2014)
riorities fo
d services
eas:
Polic Stree
Facili
Animenfor
Fireanaly
reco
Solidthe I-
these
Parkidenti
chang
Libranaly
are re
asizing the
customer
ents are ne
Departme
departmen
Safety: C
Maintena
ties: Condi
al Care
ement of a
ervices:
is for fire s
mended at t
Waste Ser
S analysis f
services are
and Recr
fied in the
es in the del
ry services
is for librar
ommended
areas listed
satisfactio
eded.
2
nts: To in
tal leaders
ime preven
ce, Flood
tion of city
ervices:
imal code.
here werervices, so
his time.
ices: The
or solid wa
recommend
eation Ser
I-S analysi
ivery of the
There wey services,
at this time
above, the
in future
014 City of
rease satisf
should em
ion.
revention,
treets and
Spay/neute
o high oro major cha
e were no
te services,
ed at this ti
ices: The
s for park
se services
re no high oo no major
.
City of Sa
years and
an Antonio
ction ratin
hasize imp
New Stree
ow quickly
r program
ery high pnges in the
igh or ver
so no maj
e.
e were no
and recre
re recomm
r very highchanges in
Antonio s
increase
ommunity S
s for indivi
rovements
ts, Sidewal
potholes ar
& public
riorities idedelivery of
high prior
r changes i
high or ve
tion servic
nded at this
priorities idhe delivery
ould be abl
satisfaction
rvey: Final
dual depart
in the foll
s and Dra
repaired.
education
tified in these servic
ties identifi
n the deliv
y high pri
es, so no
time.
ntified in tof these se
e to sustain
in areas
eport
xvii
ents
wing
nage
and
e I-Ss are
ed in
ry of
rities
ajor
e I-Svices
high
here
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Section 1:
Charts and Graphs
2014 City of San Antonio Community Survey: Final Report
ETC Institute (2014) Page 1
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Perceptions of theCommunity
55%
50%
55%
39%
41%
30%
24%
31%
33%
27%
40%
35%
40%
42%
11%
14%
12%
17%
18%
20%
23%
3%
4%
6%
5%
6%
11%
11%
San Antonio as a place to live
San Antonio as a place to raise a family
San Antonio as a place to retire
Quality of life in San Antonio
San Antonio as a place to work
Quality of services provided by San Antonio
Overall feeling of safety in San Antonio
0% 20% 40% 60% 80% 100%
Excellent (5) Good (4) Fair (3) Poor (2/1)
Perceptions of the Communityby percentage of respondents (excluding no opinion)
Source: 2014 ETC Institute
2014 City of San Antonio Community Survey: Final Report
ETC Institute (2014) Page 2
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Perceptions of theCity Government
Perceptions of the City Governmentby percentage of respondents (excluding no opinion)
21%
11%
13%
8%
37%
40%
35%
25%
20%
23%
24%
23%
22%
26%
28%
45%
San Antonio acts on the concerns of its citizens
City of San Antonio listens to its citizens
I understand the City's annual operating budget
0% 20% 40% 60% 80% 100%
Strongly Agree (5) Agree (4) Neutral (3) Disagree (2/1)
City should provide better opportunities for citizenparticipation in the budget development process
Source: 2014 ETC Institute
2014 City of San Antonio Community Survey: Final Report
ETC Institute (2014) Page 3
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Overall Satisfaction with
Major City Services
52%
49%
35%
42%
42%
32%
31%
28%
25%
25%
23%
16%
20%
18%
14%
39%
42%
46%
39%
39%
44%
41%
39%
41%
38%
37%
36%
28%
29%
29%
7%
8%
12%
12%
11%
16%
18%
24%
21%
25%
24%
32%
25%
27%
28%
2%
2%
7%
7%
9%
8%
9%
9%
13%
12%
16%
17%
27%
26%
29%
Public library services
Fire services (includes emergency medical svcs.)
San Antonio International Airport
3-1-1 call center
Solid waste services
Parks and recreation services
Police safety services
Public health services
Sustainability efforts to preserve environment
Development services
Social services
Planning services
Animal care services
Code enforcement
0% 20% 40% 60% 80% 100%
Very Sat is fied (5) Satisfied (4) Neutral (3) Unsatis fied (2/1)
Overall Satisfaction with Major City Servicesby percentage o f respondents (excluding don't know)
Source: 2014 ETC Institute
Street Maintenance/Flood Prevention/New Streets/Sidewalks/Drainage Facilities
2014 City of San Antonio Community Survey: Final Report
ETC Institute (2014) Page 4
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47%
35%32%
28%
14%
13%
13%
11%
10%
6%
5%
5%
4%
3%3%
Police safety services
Social services
Fire services (includes emergency medical svcs.)
Animal care services
Solid waste services
Public health services
Sustainability efforts to preserve environment
Code enforcement
Parks and recreation services
Planning services
Public library services
San Antonio International Airport
3-1-1 call centerDevelopment services
0% 10% 20% 30% 40% 50%
Sum of Top Three Choices
Major City Services Residents FeltWere Most Important for the City to Provideby percentage of respond ents who selected the item as one of their top three choices
Source: 2014 ETC Institute
Street Maintenance/Flood Prevention/New Streets/Sidewalks/Drainage Facilities
Police Safety Services
2014 City of San Antonio Community Survey: Final Report
ETC Institute (2014) Page 5
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45%
43%
34%
27%
42%
39%
46%
50%
9%
11%
15%
17%
4%
7%
5%
6%
Police protection
How quickly police respond to emergencies
Enforcement of local traffic laws
Crime prevention
0% 20% 40% 60% 80% 100%
Very Satisfied (4) Satisfied (3) Unsatisfied (2) Very Unsatisfied (1)
Satisfaction with Police Safety Servicesby percentage of respondents (excluding don't know)
Source: 2014 ETC Institute
56%
42%
38%
20%
Crime prevention
How quickly police respond to emergencies
Police protection
Enforcement of local traffic laws
0% 10% 20% 30% 40% 50% 60%
Sum of Top Two Choices
Public Safety Services Residents Felt Were MostImportant for the City to Provideby percentage of respondents who selected the item as one of their top two choices
Source: 2014 ETC Institute
2014 City of San Antonio Community Survey: Final Report
ETC Institute (2014) Page 6
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Have you requested services from the San AntonioPolice Department in the Last 2 Years?
by percentage of respondents
Yes35%
No64%
Don't know1%
Source: 2014 ETC Institute
Overall Satisfaction with the Quality of ServicesReceived From the San Antonio Police Departmentby percentage of respondents who indicated they had contacted the
San Antonio Police Department during the past 2 years
Source: 2014 ETC Institute
Very Satisfied46%
Satisfied23%
Unsatisfied12% Very Unsatisfied
19%
Don't Know1%
2014 City of San Antonio Community Survey: Final Report
ETC Institute (2014) Page 7
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Fire Services
Satisfaction with Fire Servicesby percentage of respondents (excluding don't know)
72%
64%
65%
67%
51%
26%
33%
32%
29%
39%
1%
3%
3%
3%
8%
0%
1%
1%
1%
2%
How quickly firefighters respond to emergencies
How effectively firefighters limit property loss
Ambulance/emergency medical services
How quickly emergency medical personnel respond
Fire prevention and education
0% 20% 40% 60% 80% 100%
Very Satisfied (4) Satisfied (3) Unsatisfied (2) Very Unsatisfied (1)
Source: 2014 ETC Institute
2014 City of San Antonio Community Survey: Final Report
ETC Institute (2014) Page 8
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Reasons Residents Were UnsatisfiedWith Any Fire and EMS Services
by percentage of respondents who indicated they had contacted theSan Antonio Fire Department during the past 2 years
28%
12%
6%
3%
Slow response time
Poor service
Bad attitude on the part of the firefighters
0% 10% 20% 30%
Source: 2014 ETC Institute
Unreasonable charges/fees forservices were too high
40%
36%
21%
17%
14%
How quickly firefighters respond to emergencies
How quickly emergency medical personnel respond
Ambulance/emergency medical services
Fire prevention and education
How effectively firefighters limit property loss
0% 10% 20% 30% 40%
Sum of Top Two Choices
Fire Services Residents Felt Were Most Important forthe City to Improveby percentage of respondents who selected the item as one of their top two choices
Source: 2014 ETC Institute
2014 City of San Antonio Community Survey: Final Report
ETC Institute (2014) Page 9
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Have you received Fire or Emergency Medical Servicesfrom the San Antonio Fire Department
during the last 2 years?by percentage of respondents
Yes26%
No73%
Don't know1%
Source: 2014 ETC Institute
91%
5%
1%
Medical services
Fire suppression services
Fire prevention and education services
0% 20% 40% 60% 80% 100%
What kind of fire and emergency medicalservices did you request?by percentage of respondents who had requested services fire and/or emergency
medical services during the last 2 years
Source: 2014 ETC Institute
2014 City of San Antonio Community Survey: Final Report
ETC Institute (2014) Page 10
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Overall Satisfaction with the Quality of Services
Received From the San Antonio Fire Departmentby percentage of respondents who indicated they had contacted the
San Antonio Fire Department during the past 2 years
Source: 2014 ETC Institute
Very Satisfied
79%
Satisfied
16%Unsatisfied
2%
Very Unsatisfied
3%
Street Maintenance,
Flood Prevention,
New Streets, Sidewalks
and Drainage Facilit ies
2014 City of San Antonio Community Survey: Final Report
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Satisfaction with Street Maintenance, Flood Prevention,
New Streets, Sidewalks and Drainage Facilitiesby percentage of respondents (e xcluding don't know)
29%
31%
24%
25%
20%
18%
11%
10%
47%
43%
49%
46%
43%
37%
36%
28%
16%
15%
19%
20%
26%
30%
34%
33%
8%
11%
8%
9%
11%
15%
20%
30%
Flood control
Efforts to keep streets clean in your neighborhood
Quality of completed capital projects
Traffic signal timing
Outreach efforts to keep public informed
Construction of new sidewalks
Condition of city streets
How quickly potholes are repaired
0% 20% 40% 60% 80% 100%
Very Satisfied (4) Satisfied (3) Dissatisfied (2) Very Dissatisfied (1)
Source: 2014 ETC Institute
49%
39%
20%
14%
13%
12%
11%
6%
Condition of city streets
How quickly potholes are repaired
Construction of new sidewalks
Outreach efforts to keep public informed
Flood control
Quality of completed capital projects
Traffic signal timing
Efforts to keep streets clean in your neighborhood
0% 20% 40%
Sum of Top Two Choices
Street Maintenance, Flood Prevention, New Streets,
Sidewalks and Drainage Facilities Services Residents FeltWere Most Important for the City to Provide
by percentage of respondents who selected the item as one of their top two choices
Source: 2014 ETC Institute
2014 City of San Antonio Community Survey: Final Report
ETC Institute (2014) Page 12
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Solid Waste Services
Satisfaction with Solid Waste Servicesby percentage of respondents (excluding don't know)
63%
65%
55%
51%
51%
30%
27%
33%
35%
34%
5%
6%
10%
11%
12%
2%
2%
3%
4%
3%
Residential recycling services
Residential garbage collection
Brush recycling centers
Bulky waste drop-off centers
Curbside brush/bulky item pick-up/removal services
0% 20% 40% 60% 80% 100%
Very Satisfied (4) Satisfied (3) Unsatisfied (2) Very Unsatisfied (1)Source: 2014 ETC Institute
2014 City of San Antonio Community Survey: Final Report
ETC Institute (2014) Page 13
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48%
38%
25%
12%
11%
Residential garbage collection
Residential recycling services
Curbside brush/bulky item pick-up/removal services
Bulky waste drop-off center
Brush recycling centers
0% 10% 20% 30% 40% 50%
Sum of Top Two Choices
Solid Waste Services Residents Felt Were MostImportant for the City to Provide
by percentage of respondents who selected the item as one of their top two choices
Source: 2014 ETC Institute
Do you think the City's recyclingprogram is easy to use?by percentage of respondents
Yes86%
No8%
Don't know6%
Source: 2014 ETC Institute
2014 City of San Antonio Community Survey: Final Report
ETC Institute (2014) Page 14
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Animal Care Services
by percentage of respondents (excluding don't knows)Satisfaction with Animal Care Services
30%
22%
20%
47%
33%
34%
14%
27%
25%
9%
18%
21%
Adoption/Rescue & No Kill efforts
Spay/Neuter program & public education
Enforcement of Animal Code
0% 20% 40% 60% 80% 100%
Very Satisfied (4) Satisfied (3) Unsatisfied (2) Very Unsatisfied (1)
Source: 2014 ETC Institute
2014 City of San Antonio Community Survey: Final Report
ETC Institute (2014) Page 15
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41%
22%
21%
Controlling stray pet population
Enforcement of Animal Code
Adoption/Rescues & No Kill efforts
0% 10% 20% 30% 40% 50%
Top Choice
Animal Care Services Residents Felt Were MostImportant for the City to Provide
by percentage of respondents who selected the item as their top choice
Source: 2014 ETC Institute
Parks and RecreationServices
2014 City of San Antonio Community Survey: Final Report
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by percentage of respondents (excluding don't knows)
Satisfaction with Parks and Recreation Services
48%
49%
49%
43%
42%
44%
44%
43%
43%
45%
45%
41%
6%
6%
7%
10%
11%
12%
2%
2%
2%
2%
3%
3%
Maintenance of City recreation centers
Maintenance of city parks
Accessibility of parks and recreation facilities
Quality of recreational programs and classes
City swimming pools
Walking/biking trails in the City
0% 20% 40% 60% 80% 100%
Very Satisfied (4) Satisfied (3) Unsatisfied (2) Very Unsatisfied (1)
Source: 2014 ETC Institute
44%
43%
22%
21%
18%
16%
Maintenance of city parks
Walking/biking trails in the City
Maintenance of City recreation centers
Accessibility of parks and recreation facilities
City swimming pools
Quality of recreational programs and classes
0% 10% 20% 30% 40% 50%
Sum of Top Three Choices
Parks and Recreation Services Residents Felt WereMost Important for the City to Provide
by percentage of respondents who selected the item as one of their top three choices
Source: 2014 ETC Institute
2014 City of San Antonio Community Survey: Final Report
ETC Institute (2014) Page 17
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Other City Services
by percentage of respondents (excluding don't knows)Satisfaction with Development Services
41%
33%
19%
42%
46%
38%
11%
13%
29%
7%
8%
15%
Ease of obtaining garage sale permits
Ease of obtaining other permits
Removal of graffiti
0% 20% 40% 60% 80% 100%
Very Satisfied (4) Satisfied (3) Unsatisfied (2) Very Unsatisfied (1)
Source: 2014 ETC Institute
2014 City of San Antonio Community Survey: Final Report
ETC Institute (2014) Page 18
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by percentage of respondents (excluding don't knows)
Satisfaction with Convention, Sports andEntertainment Facilities
44% 42% 9% 4%Variety of entertainment/Alamodome sporting events
0% 20% 40% 60% 80% 100%
Very Satisfied (4) Satisfied (3) Unsatisfied (2) Very Unsatisfied (1)
Source: 2014 ETC Institute
by percentage of respondents (excluding don't knows)Satisfaction with Planning Services
33% 45% 16% 7%City efforts to plan for future growth
0% 20% 40% 60% 80% 100%
Very Satisfied (4) Satisfied (3) Unsatisfied (2) Very Unsatisfied (1)
Source: 2014 ETC Institute
2014 City of San Antonio Community Survey: Final Report
ETC Institute (2014) Page 19
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by percentage of respondents (excluding don't knows)
Satisfaction with Aviation Services
50%
41%
41%
42%
8%
13%
2%
5%
Condition of facilities at the airport
Availability of parking at the airport
0% 20% 40% 60% 80% 100%
Very Satisfied (4) Satisfied (3) Unsatisfied (2) Very Unsatisfied (1)
Source: 2014 ETC Institute
by percentage of respondents (excluding don't knows)Satisfaction with Arts and Culture
44%
35%
46%
44%
8%
15%
2%
5%
Your experience with arts/culture in the City
How informed you are about arts/cultural events
0% 20% 40% 60% 80% 100%
Very Satisfied (4) Satisfied (3) Unsatisfied (2) Very Unsatisfied (1)
Source: 2014 ETC Institute
2014 City of San Antonio Community Survey: Final Report
ETC Institute (2014) Page 20
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by percentage of respondents (excluding don't knows)
Satisfaction with Other Services
50%
40%
44%
37%
34%
25%
40%
48%
42%
40%
40%
46%
7%
9%
7%
14%
19%
20%
3%
3%
7%
8%
7%
9%
Providing residents with info in English & Spanish
Historic preservation efforts
Online payment programs
Quality of early education/after school programs
Quality of services provided to disabled persons
Job training programs
0% 20% 40% 60% 80% 100%
Very Satisfied (4) Satisfied (3) Unsatisfied (2) Very Unsatisfied (1)
Source: 2014 ETC Institute
3-1-1 Call Center
2014 City of San Antonio Community Survey: Final Report
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Ease of Using the 3-1-1 Call Center
by percentage of respondents who had used the Citys 3-1-1 service
Source: 2014 ETC Institute
Very Easy
57%
Easy36%
Difficult4%
Very Difficult
3%
by percentage of respondents who had used the Citys 3-1-1 service (excluding no opinion)
Satisfaction with the 3-1-1 Call Center
71%
58%
61%
49%
24%
30%
26%
34%
4%
7%
9%
13%
2%
5%
4%
4%
Courteousness of the 3-1-1 call taker
Ability of the call taker to answer your question
Knowledge of the 3-1-1 call taker
The hours that 3-1-1 service is available
0% 20% 40% 60% 80% 100%
Excellent (4) Good (3) Fair (2) Poor (1)Source: 2014 ETC Institute
2014 City of San Antonio Community Survey: Final Report
ETC Institute (2014) Page 22
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Library Services
Satisfaction with Library Services
70%
66%
64%
62%
61%
28%
32%
32%
34%
35%
2%
3%
3%
4%
4%
0%
0%
1%
1%
1%
Cleanliness/appearance of facilities
Informational resources (books, E-books, etc.)
Public Library services in the area
Library programs
Computers with Internet available to the public
0% 20% 40% 60% 80% 100%
Very Satisfied (4) Satisfied (3) Unsatisfied (2) Very Unsatisfied (1)
by percentage of respondents (excluding don't knows)
Source: 2014 ETC Institute
2014 City of San Antonio Community Survey: Final Report
ETC Institute (2014) Page 23
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34%
22%
20%
15%
9%
Informational resources (books, E-books, etc.)
Computers with Internet available to the public
Library programs
Public Library services in your area
Cleanliness/appearance of facilities
0% 10% 20% 30% 40%
Sum of Top Two Choices
Library Services Residents Felt Were MostImportant for the City to Provide
by percentage of respondents who selected the item as one of their top two choices
Source: 2014 ETC Institute
Do you prefer reading a printed book, E-book, oreither format?by percentage of respondents (multiple responses were allowed)
Source: 2014 ETC Institute
66%
64%
6%
No preferences
Printed book
E-book
0% 20% 40% 60%
2014 City of San Antonio Community Survey: Final Report
ETC Institute (2014) Page 24
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Downtown San Antonio
Do you think downtown San Antonio is much better, alittle better, about the same, a little worse, or muchworse than it was a year ago?
by percentage of respondents
Source: 2014 ETC Institute
Much better21%
A little better30%
About the same29%
A little worse6%
Much worse3%
Don't know11%
2014 City of San Antonio Community Survey: Final Report
ETC Institute (2014) Page 25
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Social Services
by percentage of respondents (excluding no opinion)Ratings of Social Services
31%
36%
34%
30%
32%
26%
26%
24%
14%
11%
14%
20%
24%
27%
26%
27%
Services for low-income people
Quality of Adult Education & literacy services
Services provided to senior citizens
Quality of housing assistance for At-Risk homeless
0% 20% 40% 60% 80% 100%
Excellent (5) Good (4) Fair (3) Poor (2/1)
Source: 2014 ETC Institute
2014 City of San Antonio Community Survey: Final Report
ETC Institute (2014) Page 26
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City EmployeeCustomer Service
In the last 12 months, have you had any contact withan employee of the City other than the Police, Fire,
Emergency Medical Services and/or 3-1-1?by percentage of respondents
Yes20%
No78%
Don't know2%
Source: 2014 ETC Institute
2014 City of San Antonio Community Survey: Final Report
ETC Institute (2014) Page 27
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Was your most recent contact in person, by phone oremail?
Person47%
Phone46%
Email4%
Don't remember3%
Source: 2014 ETC Institute
by percentage of respondents who had contacted a City employee other thanthe Police, Fire, Emergency Medical Services and/or 3-1-1 Service
Satisfaction with City Employee Customer Service
60%
51%
51%
50%
21%
27%
26%
26%
8%
9%
8%
7%
10%
13%
15%
17%
Courtesy
Knowledge
Overall service
Responsiveness
0% 20% 40% 60% 80% 100%
Excellent (4) Good (3) Fair (2) Poor (1)
by percentage of respondents who had contacted a City employee other thanthe Police, Fire, Emergency Medical Services and/or 3-1-1 Service
Source: 2014 ETC Institute
2014 City of San Antonio Community Survey: Final Report
ETC Institute (2014) Page 28
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Sustainability
by percentage of respondents (excluding no opinion)
Importance of Certain Actions to Support Sustainabilityin the Community
69%
57%
54%
44%
26%
31%
30%
34%
4%
9%
11%
14%
2%
3%
6%
7%
Ensure the availability of clean air & water
Prepare for more frequent storms
Provide opportunities to reduce energy use
Support pedestrian, bicycle, and transit activity
0% 20% 40% 60% 80% 100%
Very Important (5) Important (4) Somewhat Important (3) Not Important (2/1)
Source: 2014 ETC Institute
2014 City of San Antonio Community Survey: Final Report
ETC Institute (2014) Page 29
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Perceptions of PotentialProblems in the City
by percentage of respondents who rated the item as a "major problem"Perceptions of Potential Problems in the City
67%
60%
56%
56%
51%
50%
46%
41%
39%
39%
38%
38%
31%
16%
14%
Obesity
Drug use
Youth school dropout
Teenage pregnancy
Poverty
Homelessness
Crime
Graffiti
Rundown buildings, weed lots and junk vehicles
Illegal dumping
Stray animals
Adult illiteracy
Local economy/joblessness
Lack of trees
Noise levels
0% 20% 40% 60% 80%
Major Problem
Source: 2014 ETC Institute
2014 City of San Antonio Community Survey: Final Report
ETC Institute (2014) Page 30
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31%
30%24%
23%
22%
20%
16%
15%
14%
10%
10%
6%
6%
4%
1%
Teenage pregnancy
ObesityHomelessness
Crime
Drug use
Youth school dropout
Graffiti
Poverty
Stray animals
Run down buildings, weed lots & junk vehicles
Local economy/joblessness
Adult illiteracy
Illegal dumping
Lack of trees
Noise levels
0% 10% 20% 30% 40%
Sum of Top Three Choices
Issues Residents Felt Were Most Important forthe City to Address Over the Next 2 Yearsby percentage of respondents who selected the item as one of their top three choices
Source: 2014 ETC Institute
Budget Prioritizing
2014 City of San Antonio Community Survey: Final Report
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How Residents Think the Priority for Funding VariousPrograms and Services Should Change
by percentage of respondents who rated the item on a 4-point scale where a rating of 4 meant increasefunding and a rating of 1 meant "significantly decrease or eliminate funding (excluding don't knows)
Source: 2014 ETC Institute
62%
62%
60%
57%
53%
51%
51%
49%
33%
29%
24%
36%
35%
36%
41%
42%
44%
47%
48%
59%
66%
72%
2%
3%
3%
2%
3%
3%
2%
3%
7%
5%
3%
0%
1%
1%
1%
1%
1%
0%
1%
1%
1%
0%
Street Maintenance and New Sidewalks
Education and Workforce Development Programs
Police Protection
Public Health Services
Economic Development Programs
Human and Social Services Programming
Fire/EMS Services
Animal Care Services
Code Compliance Enforcement
Parks and Recreation Services
Library Services
0% 20% 40% 60% 80% 100%
Increase (4) Maintain (3) Slightly Decrease (2) Significantly Decrease or Eliminate (1)
1%
1%
1%
1%
1%
0.4%
0.3%
1%
0.3%
1%
1%
Other Issues
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Are you aware of the Citys Pre-K 4 SA early childhoodeducation program?
by percentage of respondents
Yes78%
No22%
Source: 2014 ETC Institute
Do you support having San Antonio public safetypersonnel contribute toward the cost of healthcare like
other San Antonio city employees?by percentage of respondents
Yes70%
No11%
Don't know19%
Source: 2014 ETC Institute
2014 City of San Antonio Community Survey: Final Report
ETC Institute (2014) Page 33
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Demographics
Less than $25,00021%
$25,000 - $49,99923%
$50,000 - $74,99919%
$75,000 - $99,99910%
$100,000 or more16%
Not provided11%
Demographics: Total Annual Household Incomeby percentage of respondents
Source: 2014 ETC Institute
2014 City of San Antonio Community Survey: Final Report
ETC Institute (2014) Page 34
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5 years or less9%
6 to 10 years
9%
11 to 15 years10%
16 to 20 years8%
21 to 30 years13%
31+ years52%
Demographics: Number of Years Lived in San Antonioby percentage of respondents
Source: 2014 ETC Institute
Demographics: Do you consider yourselfto be Hispanic/Latino?by percentage of respondents
Yes59%
No41%
Source: 2014 ETC Institute
2014 City of San Antonio Community Survey: Final Report
ETC Institute (2014) Page 35
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by percentage of respondents
Demographics: Race
Source: 2014 ETC Institute
48%
11%
2%
1%
0%
42%
White or Caucasian
Black or African American
American Indian or Alaskan Native
Asian
Hawaiian or Pacific Islander
Other
0% 20% 40% 60% 80%
Demographics: Are you registered tovote in your district?by percentage of respondents
Yes88%
No11%
Don't know1%
Source: 2014 ETC Institute
2014 City of San Antonio Community Survey: Final Report
ETC Institute (2014) Page 36
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Demographics: Did you vote in thelast Mayoral/Council election?
by percentage of respondents
Yes65%
No33%
Don't know2%
Source: 2014 ETC Institute
Demographics: What type of dwelling do you live in?by percentage of respondents
80%
19%
Mobile home/Other1%
Source: 2014 ETC Institute
Single family detached home
Multifamily (apartments, condos, etc.)
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Demographics: How many childrenlive in your household?
by percentage of respondents
Source: 2014 ETC Institute
None60%
One17%
Two14%
Three7%
Four2%
5 or more
1%
Demographics: How many senior citizenslive in your household?by percentage of respondents
Source: 2014 ETC Institute
None70%
One15%
Two15%
Three or more1%
2014 City of San Antonio Community Survey: Final Report
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Demographics: How many persons withdisabilities live in your household?
by percentage of respondents
Source: 2014 ETC Institute
None72%
One21%
Two6%
Three or more1%
10%
18%
30%
Associate's degree8%
Bachelor's degree18%
Graduate/professional16%
Demographics: Educationby percentage of respondents
Source: 2014 ETC Institute
Some collegebut no degree
Some high school butno diploma
High school diplomaor equivalent
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Demographics: Do you have highspeed Internet access at your home?
by percentage of respondents
Yes76%
No24%
Source: 2014 ETC Institute
Demographics: Do you have a data plan or Internetuse on a smart phone or other mobile device?
by percentage of respondents
Yes55%
No44%
Don't know2%
Source: 2014 ETC Institute
2014 City of San Antonio Community Survey: Final Report
ETC Institute (2014) Page 40
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Demographics: Are you currently employed?by percentage of respondents
Currently employed62%
Retired26%
Currently unemployed12%
Source: 2014 ETC Institute
93%
3%
Walk/bike or other1%
Work at home3%
Demographics: What is your primary method oftransportation that you use to get to work?by percentage of respondents who indicated they were currently employed
Source: 2014 ETC Institute
Personal motorized vehicle
Public transportation/bus
2014 City of San Antonio Community Survey: Final Report
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18-34 years18%
35-44 years
20%
45-54 years23%
55-64 years23%
65+ years15%
Not provided1%
Demographics: Age of Respondentsby percentage of respondents
Source: 2014 ETC Institute
Demographics: Gender of Respondentsby percentage of respondents
Male50%
Female50%
Source: 2014 ETC Institute
2014 City of San Antonio Community Survey: Final Report
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Section 2:
2008-2014
Benchmarking Analysis
2014 City of San Antonio Community Survey: Final Report
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Perceptions of theCommunity
Perceptions of the Community(2008 to 2014)
87%
77%
83%
82%
79%
70%
66%
87%
77%
85%
86%
79%
69%
61%
87%
79%
78%
66%
San Antonio as a place to live
San Antonio as a place to work
San Antonio as a place to raise a family
San Antonio as a place to retire
Quality of life in San Antonio
Overall quality of services provided by the City
Overall feeling of safety in the City
0% 20% 40% 60% 80% 100%
2014 2012 2008
by percentage of respondents who rated the item as excellent" or good (excluding don't know)
Not asked in 2008
Not asked in 2008
Not asked in 2008
Source: 2014 ETC Institute
2014 City of San Antonio Community Survey: Final Report
ETC Institute (2014) Page 44
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Perceptions ofCity Government
Perceptions of City Government(2008 to 2014)
48%
33%
58%
51%
56%
36%
57%
56%
56%
32%
60%
City of San Antonio listens to its citizens
I understand the City's annual operating budget
San Antonio acts on the concerns of its citizens
0% 20% 40% 60%
2014 2012 2008
by percentage of respondents who strongly agreed" or agreed with the statement (excluding don't know)
Not asked in 2008
Source: 2014 ETC Institute
City should provide better opportunities for citizen
participation in the budget development process
2014 City of San Antonio Community Survey: Final Report
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Overall Satisfaction withMajor City Services
Overall Satisfaction with Major City Services(2010 to 2014)by percentage of respondents who were very satisfied" or satisfied (excluding don't know)
Source: 2014 ETC Institute
43%
72%
91%
81%
48%
47%
76%
81%
91%
63%
82%
52%
48%
73%
90%
79%
55%
54%
75%
77%
88%
68%
79%
55%
46%
71%
87%
78%
54%
67%
70%
78%
85%
71%
57%
Police safety services
Fire services (includes emergency medical svcs.)
Solid waste services
Animal care services
Code Enforcement
Parks and recreation services
3-1-1 call center
Public library services
Development services
Quality of the San Antonio International Airport
Planning services
0% 20% 40% 60% 80% 100%
2014 2012 2010
(Code Enforcement was the only major City service also askedin 2008. Satisfactio n with Code Enforcement was 52% in 2008)
Not asked in 2010
Street Maintenance/Flood Prevention/New Streets/Sidewalks/Drainage Facilities
2014 City of San Antonio Community Survey: Final Report
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Police Safety Services
Satisfaction with Police Safety Services(2008 to 2014)
87%
82%
80%
77%
88%
80%
80%
78%
84%
71%
Police protection
How quickly police respond to emergencies
Enforcement of local traffic laws
Crime prevention
0% 20% 40% 60% 80% 100%
2014 2012 2008
by percentage of respondents who were very satisfied" or satisfied (excluding don't know)
Not asked in 2008
Not asked in 2008
Source: 2014 ETC Institute
2014 City of San Antonio Community Survey: Final Report
ETC Institute (2014) Page 47
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46%
23%
12%
19%
47%
19%
15%
19%
38%
32%
14%
16%
Very Satisfied
Satisfied
Unsatisfied
Very Unsatisfied
0% 10% 20% 30% 40% 50% 60%
2014 2012 2008
Overall Satisfaction with the Quality of ServicesReceived From the San Antonio Police Department
(2008 to 2014)by percentage of respondents who indicated they had contacted the San Antonio Police Department
during the past 2 years (excluding no opinion/dont know)
Source: 2014 ETC Institute
Fire Services
2014 City of San Antonio Community Survey: Final Report
ETC Institute (2014) Page 48
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Satisfaction with Fire Services (2008 to 2014)
96%
98%
90%
97%
96%
98%
98%
90%
96%
96%
88%
93%
How effectively firefighters limit property loss
How quickly firefighters respond to emergencies
Fire prevention and education
Ambulance/emergency medical services
How quickly emergency medical personnel respond
0% 20% 40% 60% 80% 100%
2014 2012 2008
by percentage of respondents who were very satisfied" or satisfied (excluding don't know)
Not asked in 2008
Not asked in 2008
Not asked in 2008
Source: 2014 ETC Institute
Reasons Residents Were Dissatisfied WithAny Fire and EMS Services (2010 to 2014)
28%
12%
6%
3%
31%
17%
9%
5%
27%
16%
5%
2%
Slow response time
Poor service
Unreasonable charges/fees for services
Bad attitude on the part the firefighters
0% 10% 20% 30% 40%
2014 2012 2010
by percentage of respondents who indicated they had contacted theSan Antonio Fire Department during the past 2 years
Source: 2014 ETC Institute
2014 City of San Antonio Community Survey: Final Report
ETC Institute (2014) Page 49
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7/27/2019 2014 Comm Survey
69/103
79%
16%
2%
3%
83%
11%
3%
3%
76%
17%
2%
5%
Very Satisfied
Satisfied
Unsatisfied
Very Unsatisfied
0% 20% 40% 60% 80% 100%
2014 2012 2008
Overall Satisfaction with the Quality of ServicesReceived From the San Antonio Fire Department
(2008 to 2014)by percentage of respondents who indicated they had contacted the San Antonio Fire Department
during the past 2 years (excluding no opinion/dont know)
Source: 2014 ETC Institute
Street Maintenance,Flood Prevention,
New Streets, Sidewalks
and Drainage Facili ties
2014 City of San Antonio Community Survey: Final Report
ETC Institute (2014) Page 50
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7/27/2019 2014 Comm Survey
70/103
Satisfaction with Street Maintenance, Flood Prevention,New Streets, Sidewalks and Drainage Facilities
(2008 to 2014)
71%
38%
73%
77%
71%
43%
72%
78%
66%
76%
70%
Traffic signal timing
How quickly potholes are repaired
Efforts to keep streets clean in your neighborhood
Flood control
0% 20% 40% 60% 80% 100%
2014 2012 2008
by percentage of respondents who were very satisfied" or satisfied (excluding don't know)
Not asked in 2008
Source: 2014 ETC Institute
Solid Waste Services
2014 City of San Antonio Community Survey: Final Report
ETC Institute (2014) Page 51
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71/103
Satisfaction with Solid Waste Services(2010 to 2014)
92%
93%
91%
93%
90%
93%
Residential garbage collection
Residential recycling services
0% 20% 40% 60% 80% 100%
2014 2012 2010
by percentage of respondents who were very satisfied" or satisfied (excluding don't know)
Source: 2014 ETC Institute
Animal Care Services
2014 City of San Antonio Community Survey: Final Report
ETC Institute (2014) Page 52
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7/27/2019 2014 Comm Survey
72/103
Satisfaction with Animal Care Services(2010 to 2014)
54%
55%
77%
60%
59%
77%
68%
Enforcement of Animal Code
Spay/Neuter program and public education
Adoption/Rescues and No Kill efforts
0% 20% 40% 60% 80% 100%
2014 2012 2010
by percentage of respondents who were very satisfied" or satisfied (excluding don't know)
Source: 2014 ETC Institute
Not asked in 2008
Not asked in 2008
Parks and RecreationServices
2014 City of San Antonio Community Survey: Final Report
ETC Institute (2014) Page 53
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7/27/2019 2014 Comm Survey
73/103
Satisfaction with Parks and Recreation Services(2008 to 2014)
92%