customer satisfaction surveypugetsoundstorm.weebly.com/uploads/1/1/2/3/... · 5/6/2011 ·...
TRANSCRIPT
Broadview & Pinehurst Green Grid Customer Satisfaction Survey
CLEINT REVIEW DRAFT –May 6, 2011
Survey Purpose
• Gather statistically valid input from residents living in Broadview and Pinehurst Green Grid project areas
– What do residents think about roadside rain gardens?
– What can we learn to shape outreach on future projects?
How was the survey conducted?
• Statistically valid survey of all 612 households in the project areas
• Conducted from April 5th to April 30th
• Surveys mailed to 612 households
• Option to complete survey by mail, online, or by phone
• Survey completed by 206 households (margin of error +/- 5.6%)
Sample description
• 206 residents
• 123 from Broadview; 83 from Pinehurst
• Most respondents are long-term residents (average length of residency was 18 years)
• Below age 45—32%, 45 and above—68%
• Male 35%, Female 65%
Has support for rain gardens changed?
• Strongest support before and right after construction
• Overall, residents remain ‘somewhat supportive’
4.13.9 4.0
3.8
3.8
3.63.7 3.6
1.0
2.0
3.0
4.0
5.0
Right beforeconstruction
Duringconstruction
Right afterconstruction
Now
How supportive were/are you of rain gardens?(mean supportiveness scores)
Broadview (n = 123)
Pinehurst (n = 83)
Verysupportive
Neutral
Very unsupportive
What are the concerns about rain gardens?
5%
7%
9%
9%
9%
12%
14%
14%
22%
My neighbors do not maintain their section
City’s record of maintaining the rain gardens
Degree to which rain gardens attract mosquitoes and otherpests
Loss of parking
Traffic impacts
Safety of the rain gardens
Appearance of the rain gardens
Improper drainage/ standing water/ basement flooding
Time and cost required to maintain rain garden
What are your concerns about rain gardens?
n = 190
Were the results worth the disruption?
• Two-thirds (65% ) reported that the results of the rain garden were worth the disruption
12%
23%
65%
17%
18%
65%
Not sure
No
Yes
Were the results worth the disruption?
Broadview (n = 118)
Pinehurst (n = 82)
Contribution to community livability?
• Almost three-quarters (72%) reported that the project positively impacted the community
6%
22%
72%
8%
21%
71%
Not sure
No
Yes
Did the project contribute positively to the livability of the community?
Broadview (n = 118)
Pinehurst (n = 82)
Was the project necessary to maintain the City’s infrastructure?
• Two-fifths (41%) reported that the project was necessary for the City’s infrastructure
– About an equal amount were not sure
36%
27%
37%
38%
19%
44%
Not sure
No
Yes
Was the project necessary to maintain the City's infrastructure?
Broadview (n = 118)
Pinehurst (n = 82)
How supportive without neighborhood improvements?
• Almost half (47%) would have still been supportive of rain gardens absent neighborhood improvements
• About one third (32%) would have been unsupportive
21%
18%
14%
21%
25%
17%
13%
17%
23%
30%
Very unsupportive
Somewhat unsupportive
Neutral
Somewhat supportive
Very supportive
If the rain garden had not involved neighborhood and street improvements, how supportive of the rain garden
project would you be?
Broadview (n = 112)
Pinehurst (n = 77)
How did the project improve neighborhoods?
• Most residents (72%) reported that the rain gardens improved the quality of their neighborhood
• Drainage problems were reduced– But drainage problems
and flooding were concerns that residents raised about rain gardens
11%
40%
65%
45%
65%
11%
40%
62%
49%
50%
Other
Vehicle traffic was slowed
Visual attractiveness of theneighborhood was improved
Drainage problems werereduced
Pedestrian safety was improvedby addition of sidewalks
Which of the following contributed to the improvement of your neighborhood?
Broadview (n = 123 )
Pinehurst (n = 83)
How satisfied with the safety of the rain gardens?
• Over half (56%) were satisfied with the safety of the rain gardens
– But safety was a concern that residents raised about rain gardens
15%
8%
21%
23%
33%
10%
8%
17%
20%
45%
Very dissatisfied
Somewhatdissatisfied
Neutral
Somewhat satisfied
Very satisfied
How satisfied are you with the safety of the rain gardens?
Broadview (n = 110)
Pinehurst (n = 75)
How satisfied with the rain gardens not attracting mosquitoes?
• Half (50%) were satisfied that the rain gardens are not attracting mosquitoes
– But mosquitoes were a concern that residents raised about rain gardens
19%
4%
24%
19%
34%
7%
11%
12%
19%
52%
Very dissatisfied
Somewhat dissatisfied
Neutral
Somewhat satisfied
Very satisfied
How satisfied are you with the rain gardens not attracting mosquitoes?
Broadview (n = 47)
Pinehurst (n = 23)
How satisfied with the level of maintenance provided by the city?
• Over half (54%) were satisfied with the maintenance the City provides
17%
8%
18%
22%
34%
16%
14%
11%
26%
34%
Very dissatisfied
Somewhat dissatisfied
Neutral
Somewhat satisfied
Very satisfied
How satisfied are you with the level of maintenance provided by the City?
Broadview (n = 37)
Pinehurst (n = 26)
How satisfied with the appearance of the rain gardens?
• Most (70%) were satisfied with the appearance of the rain gardens
14%
10%
8%
21%
47%
10%
9%
7%
34%
40%
Very dissatisfied
Somewhat dissatisfied
Neutral
Somewhat satisfied
Very satisfied
How satisfied are you with the appearance of the rain gardens?
Broadview (n = 47)
Pinehurst (n = 37)
How satisfied are residents with the plant choices in the rain gardens?
• Over half (52%) were satisfied with the amount of choice they had in the plantings in their rain garden
17%
11%
22%
17%
33%
9%
4%
34%
21%
32%
Very dissatisfied
Somewhatdissatisfied
Neutral
Somewhat satisfied
Very satisfied
How satisfied are you with the amount of choice you had in selecting plants for
your rain garden?
Broadview (n = 68)
Pinehurst (n = 18)
What type of maintenance do residents provide on a regular basis?
• Nearly half (42%) do not do any maintenance
• Residents who do maintenance mostly pick up trash and do some weeding
6%
4%
13%
21%
31%
33%
42%
43%
Other
Fertilizing
Mulching
Watering
Pruning
Removing leaves and debris
Weeding
Picking up trash
What type of maintenance do you (or someone in your houeshold) provide on a regular basis?
n = 106
Do residents still have the rain garden maintenance manual?
• Over half (57%) reported not receiving a manual
49%
11%
10%
30%
63%
7%
14%
17%
Did not receive one
Not sure
No
Yes
Do you still have the rain garden maintenance manual that was provided at the end of the
project?
Broadview (n = 121)
Pinehurst (n = 83)
Was the rain garden maintenance manual useful?
• For those that did not think the manual was useful, some respondents reported they:
– knew everything in it already (8%; n=7)
– did not have time to read it (2%; n=2)
– did not plan on maintenance (1%; n=1)
36%
23%
41%
Was the rain garden maintenance manual useful?
Yes
No
Don'tknow
n = 88
How could SPU improve information and communication?
• People would like to know more about the long term and construction impacts of rain gardens
5%
3%
4%
5%
8%
9%
12%
4%
5%
5%
11%
11%
15%
17%
Provide more understandable information
Use a different method of communication
Provide information sooner
Increase the frequency of communication
Provide more information about the goalsof the project
Provide more information about theconstruction impacts
Provide more information about the long-term impacts
How could SPU have improved the information they provided about the rain garden construction?
Broadview (n = 123)
Pinehurst (n = 83)
How would you prefer to receive construction information from SPU?
• Most people prefer direct mail – Similar to baseline
CSO survey finding,
• Project signs and community meetings were also greatly preferred
8%
16%
8%
30%
19%
36%
35%
42%
81%
7%
14%
15%
24%
31%
38%
41%
48%
78%
Social media, such as Facebook orTwitter
Newspaper story
Television story
Speak with SPU staff
Website
Open house community meeting
Project signs placed in neighborhood
Flyer mailed to home
How would you prefer to receive future construction information from SPU?
Broadview (n = 123)
Pinehurst (n = 83)
Conclusions• Overall, there is still support for rain gardens
– Long-term residents and older residents are most likely to be less supportive
• There is confusion and concern about maintenance
– Resident vs. city maintenance expectations
– Maintenance turned out to be more than people expected
– Questions about cost of maintenance
– Trash piling in
Conclusions (continued)
• Safety is a top concern– Overgrowth creating visibility problems for drivers
– Risk of children or seniors falling in/drowning
– Breeding ground for mosquitoes
– Provides habitat for rats
• Drainage and flooding still a problem
• Surprised by amount of parking lost
Recommendations
• Set the right expectations
– Use images so residents can see what a mature rain garden will look like
– Build understanding of how rain gardens work and change over time
– Provide clear guidance about city vs. resident roles in maintenance
– Be clear about parking impacts
• Take advantage of community knowledge
Recommendations (continued)
• Stay in touch. Send regular updates by mail post-construction– Provide maintenance tips
– Remind residents of maintenance city will be doing
– Celebrate successes • How much stormwater runoff has been reduced
• Reductions in area flooding
– Who to call with questions