city of brampton topline summary of brampton - 2017 c...•an online, english-language...

CITY OF BRAMPTON | 2017 CITIZEN SATISFACTION SURVEY REPORT |

2017 Citizen Satisfaction Survey

CITY OF BRAMPTON TOPLINE SUMMARY

SEPTEMBER 14, 2017

CITY OF BRAMPTON | 2017 CITIZEN SATISFACTION SURVEY REPORT | 2

INTRODUCTION AND METHODOLOGY

The City of Brampton commissioned Environics Research to conduct its biennial citizen satisfaction report. This study utilized an approach that allowed a broad cross-section of Brampton residents to participate in the survey, while at the same time ensuring that the sample is representative and reflects the known characteristics of the city’s population.

This survey employed two methodologies to reach a total sample of n=1,599 Brampton residents:

• An online, English-language representative survey of n=645 members of an online access panel. This survey was available from June 28-July 26, 2017;

• A survey of n=954 Brampton residents who voluntarily completed the survey using a web link on the City’s website. This survey was available in five languages (English, French, Portuguese, Punjabi and Urdu). This survey was available from July 6-26, 2017.

The final dataset was weighted by age, gender and ward to reflect the known characteristics of Brampton residents (based on StatsCan and City of Brampton population data).

Because this is a online sample of convenience, no margin of error can be ascribed, and results may not be considered to be statistically significant. For the purposes of comparison, the margin of error on a non-probability sample of n=1,599 is +/-2.45%, 19 times out of 20.

Results in this report may not add to exactly 100% due to rounding.


COUNTRY OF BIRTH

PROFILE OF RESPONDENTS WEIGHTED PROFILE

AGE DISTRIBUTION

18-34 35-49 50-64 65+

32% 29% 24% 15%

IDENTITY GROUPCHILDREN IN THE HOUSEHOLD

Canada 66%

Other 33%

Visible minority 29%

Persons w/ a disability 8%

Indigenous 2%

LGBTQ* 5%

Yes 32%

No 68%

Male 48%

Female 51%

Other <1%

GENDER

WARD

10(10%)

8(9%)

9(11%)

5(10%)

3(10%)

4(10%)

7(11%)

6(11%)

2(9%)

1(10%)


Q1. What, in your opinion, is the single most important local problem facing Brampton today?

MOST IMPORTANT ISSUE

*Transportation includes traffic congestion/roads/drivers (24%), public transit (5%) and road conditions/maintenance (3%).

**Local political issues includes the mayor/council (5%), poor government/infighting (4%), fiscal management (2%) and accountability/transparency (1%).

***Infrastructure/development includes over-population (5%), infrastructure (3%), over-construction/urban sprawl (2%), and growth management/development (2%).

32%

12%

11%

7%

6%

5%

4%

3%

3%

2%

1%

1%

11%

3%

Transportation issues*

Local political issues**

Infrastructure/development***

Crime

Housing

Taxation

Cost of living (electricity, insurance…)

Diversity/multiculturalism

Economy

Health care/hospitals

Education

Environment

Other

(Nothing/unsure)


MOST IMPORTANT ISSUE EXAMPLES OF VERBATIM RESPONSES

Q1 What, in your opinion, is the single most important local problem facing Brampton today?

“Lack of public transit, not only within Brampton but in terms of links to the

rest of the GTA.”

“The explosive growth of new construction and the need to be able to keep up with the infrastructure needs

for this growth.”

“Lack of cooperation and transparency in city council. Too

many administrative layers.”

“Disconnect between city council and local population.”“Traffic due to population growth and

insufficient infrastructure.”

“Rental units in private homes. Which leads to overcrowding and rundown

neighbourhoods.”

“The way government is using our tax dollars.”

“Crime. Especially violent crimes which include gun violence and

home robberies.”

Transportation (32%) Local Political Issues (12%)

Development/Infrastructure (11%)

Crime (7%)

“We don't have enough police for the size of the city and some just

don't do anything when contacted..”

“Too many cars on the road driving to fast.”


45%

19%

17%

12%

11%

9%

9%

7%

7%

6%

6%

6%

6%

5%

5%

Parks/open spaces/trails

Multicultural/diverse

Location/close to amenities

Rec facilities/programs

Flower City/beautification

Shopping malls/retail stores

Entertainment/restaurants

Close-knit/friendly

Clean

Transit system

Access to highways/roads

Affordable place to live

Downtown

Neighbourhood planning

Arts/culture

Top 15 Responses

Q2. What, in your opinion, would you say are the most appealing things about Brampton?

MOST APPEALING THINGS ABOUT BRAMPTON


MOST APPEALING THINGS EXAMPLES OF VERBATIM RESPONSES

Q2 What, in your opinion, would you say are the most appealing things about Brampton?

“Closeness to the airport and downtown TO.”

“Appearance (Flower City branding is something I still hold onto).”

“The downtown core. Gage Park, the market, restaurants, free

entertainment.”

“The multitude of parks and green space.”

“Suburb of Toronto so close to the metropolis while still having the

perks of a suburb.”

“The city provides lots of family friendly activities.”

“Multicultural city.”

“Housing cost in relation to other neighbouring municipalities.”

“Diversity of the population makes it an interesting place to live.”

“Access to family activities like Rec centres, rinks and parks.”

“Plenty of Shopping variety.”

“Downtown Brampton events.”

Parks/open spaces

Beautification/Flower City

Location/Proximity Diversity

Facilities/programs Affordability

Shopping/retail/restaurants/events


Q3. Overall, how would you rate the quality of life in Brampton today?

QUALITY OF LIFE ASSESSMENT

9% 55% 29% 7%

Excellent Good Fair Poor


Q4. And how satisfied or dissatisfied are you with the City of Brampton as a place to live?

SATISFACTION WITH BRAMPTON AS PLACE TO LIVE

*Top-2 includes those who are very or somewhat satisfied

16% 45% 15% 17% 8%

Very satisfied Somewhat satisfied

Neither satisfied/dissatisfied Somewhat dissatisfied

Very dissatisfied


Q4B. Would you say that the City of Brampton is on the right track or the wrong track in addressing the issues facing your community?

DIRECTION OF THE CITY

45% 52% 3%

Right track Wrong track dk/na


Q5. Please rate your overall satisfaction with the services delivered by the City of Brampton using the 5-point scale below:

SATISFACTION WITH CITY SERVICES

9%

42%

25%

16%

8% Very satisfied

Somewhat satisfied

Neither satisfied/dissatisfied

Somewhat dissatisfied

Very dissatisfied


Q6. Please rate your satisfaction with the following services delivered by the City of Brampton using the 5-point scale below:

EVALUATION OF CITY SERVICES

Percentages above include those who are very/somewhat satisfied (4-5 on 5-point scale)

1. Parks, playgrounds and trails

78%

2. Emergency fire services

75%

3. Recreational and sports facilities

67%

4. Recreational programs

65%

5. Brampton Library

64%

6. Community events

57%

7. Emergency preparedness

51%

8. Arts and cultural programs

48%

9. Road maintenance

46%

10. Community design/development

40%

11. Bylaw enforcement

36%

12. Availability of affordable housing

22%


Q7. Do you use public transit?Q8. Please rate your satisfaction with Brampton Transit (including Züm) using the 5-point scale below.

PUBLIC TRANSIT USAGE/SATISFACTION

23%

38%16%

15%

9%

Satisfaction with Brampton Transit/Züm(Base: Public transit users, n=622)

Very satisfied

Somewhat satisfied



Very dissatisfied

40%

60%

Usage of Public Transit

Yes

No


9. Please indicate how satisfied are you with the way the City of Brampton attracts and retains businesses and jobs in Brampton using the 5-point scale below:

SATISFACTION WITH ECONOMIC DEVELOPMENT

5%

25%

35%

21%

13%

Very satisfied

Somewhat satisfied



Very dissatisfied


Q10. Thinking about all the programs and services you receive from the City of Brampton/your municipality, would you say that, overall, you receive very good, fairly good, fairly poor or very poor value for your tax dollars?

PERCEIVED VALUE FOR TAX DOLLARS

7%

58%

25%

9%

Very good Fairly good Fairly poor Very poor


13%

57%

28%

Increase taxes to expand/improve

services

Increase taxes around the level of

inflation (1-2%) to maintain services

Maintain taxes and cut services

Q11. Local governments must balance the cost of delivering services with taxation. Which of the following options would you most prefer in Brampton?

TAX INCREASE PREFERENCES


Q12. Which of the following statements is closer to your own opinion?

TAXES VS. USER FEES

49% 50%

Municipal services and programs should be paid for

by everyone through property tax revenues

Those who use municipal programs and services

should pay for them through user fees


Q13. To what extent do you agree or disagree that the City of Brampton is efficient in its management of tax dollars?

PERCEPTIONS OF HOW THE CITY SPENDS

3%

33%

35%

27%Strongly agree

Somewhat agree

Somewhat disagree

Strongly disagree


Q14. In the last two years, has the City of Brampton’s ability to manage spending improved, stayed the same or worsened?

CITY’S ABILITY TO MANAGE SPENDING

14%

52%

31%

Improved Stayed the same Worsened


Q15. Within the past 12 months, have you personally contacted the City of Brampton for information or for a service? Q16. Which of the following methods have you used in the past 12 months to contact the City?

SERVICE INTERACTION

65%

37%

32%

19%

16%

13%

Telephone (including

311)

City website

Email

In person - at an event

In person - at City Hall

Social media

Method used to access service(Base: Those who contacted

City, n=852)

52%

48%

Accessed Services(All respondents)

Yes

No


Q17. Thinking about your most recent interaction with the City, how satisfied are you with each of the following? (Base: Those who contacted the City, n=852)

SATISFACTION WITH SERVICES

26%

27%

33%

29%

32%

31%

14%

14%

17%

15%

14%

8%

16%

12%

10%

The amount of time it took to get the

service

The overall quality/accuracy of the

service delivery

The staff that provided the service

Very satisfied Somewhat satisfied Neither

Somewhat dissatisfied Very dissatisfied


Q18. Still thinking about your most recent interaction with the City, please rate your level of agreement with the following statements about your experience: (Base: Those who contacted the City, n=852)

PERCEPTIONS OF SERVICES RECEIVED

33%

34%

42%

24%

32%

29%

11%

16%

14%

15%

8%

6%

18%

8%

7%

I was able to get what I needed in a

single call/interaction

The staff person was

knowledgeable/competent

The staff person was courteous/helpful

Strongly agree Somewhat agree Neither

Somewhat disagree Strongly disagree


Q20. Have you ever used the City of Brampton’s website? Q21. For which of the following reasons have you ever used the City of Brampton website?

WEBSITE USAGE

87%

13%

Used City website (All respondents)

Yes No

71%

60%

45%

37%

24%

20%

18%

16%

13%

Program information

News about City events

Parking enforcementinformation

Job/career opportunities

News about council decisions

Information on building projects

Paying bills

Reading reports tocouncil/agendas

Other

Reasons for using City website(Base: Website users, n=1,390)


Q19. The City of Brampton’s 2016-2018 Strategic Plan focuses on 6 key priorities. To what extent do you think each of the following will have an impact on Brampton? Please indicate if you think this idea will have a major positive impact, a minor positive impact, no impact, a minor negative impact or a major negative impact:

STRATEGIC PLAN PRIORITIES

58%

50%

46%

47%

50%

26%

28%

31%

34%

31%

26%

38%

10%

14%

13%

14%

13%

24%

2%

3%

4%

4%

6%

7%

1%

2%

2%

3%

5%

4%

Developing better connections for

regional transportation

Growing health/life sciences sector

Creating lively, vibrant and active urban

spaces

Developing comprehensive vision forgrowth over 25+ years

Building a new university

Implementing flood protection measures

downtown so more land can be used

Major positive impact Minor positive impact No impact

Minor negative impact Major negative impact


Jodi ShanoffVICE PRESIDENT, CONSULTATION AND ENGAGEMENT

416.969.2456

[email protected]

Curtis BrownSENIOR RESEARCH ASSOCIATE, CORPORATE & PUBLIC AFFAIRS

416.969.2747

[email protected]

Nicole PageotRESEARCH ASSOCIATE, CORPORATE & PUBLIC AFFAIRS

416.969.2802

[email protected]

FOR FURTHER INFORMATION OR QUESTIONS, CONTACT:

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